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Leveraging UC to Optimize the Customer Experience (UC-03)

Leveraging UC to Optimize the Customer Experience (UC-03). Altitude Software is an independent contact center software suite provider that delivers unified interaction solutions that are rapidly deployed independent of platforms with a solid ROI.

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Leveraging UC to Optimize the Customer Experience (UC-03)

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  1. Leveraging UC to Optimize the Customer Experience (UC-03) Altitude Software is an independent contact center software suite provider that delivers unified interaction solutions that are rapidly deployed independent of platforms with a solid ROI Unified Communications Impact on Unified Desktop, First Contact Resolution & Other Moving Parts Presented by John Kelly, RVP Sales, Altitude Software John.Kelly@Altitude.com (847) 207-8510 www.altitude.com

  2. Topics Covered • UC Tools for Presence & Awareness • Unified Desktop & UC • What’s in it for me? Unified Desktops • UC Impact for First Contact Resolution • Impact of UC on Contact Center Moving Parts • How does UC fit into the Contact Center

  3. UC Tools For Collaboration & Awareness Web Collaboration Presence Chat Email

  4. Unified Desktops & UC “…smart desktops, intelligent desktops, universal desktops, and unified desktops.(...) products that seek to condenserequired contact processing information onto a single desktop application and organize the sequencing of screens to coincide with workflow .” Pelorus Group

  5. WIFM? – Unified Desktops

  6. UC Impact on First Contact Resolution “In the caller’s opinion the question or issue that prompted the initial query was fully resolved with the initial interaction.” Pelorus Group

  7. Impact of UC on the CC Moving Parts x Operational usage u y Input Data Business Applications WFM v CRM Central Repository ERP w DW Configuration

  8. How Does “UC” Fit Into The “CC” • Presence and awareness are already included in the ACD since the beginning • Do you add more ACD licenses for knowledge workers? • Do you use off-the-shelf IM applications that extend a life line? • IM applications allow skill grouping and show presence; but presence is not guaranteed • Formal contact centers (over 80 calls per agent) watch every second • Agents handle repetitive transactions; good desktop workflow and knowledge management have more of an impact than a “life line” • What is the trade-off between FCR and AHT? • What happens to FTE requirements?

  9. How Does “UC” Fit Into The “CC” • The IP paradigm shift (end points vs. phones) supports centralized technology with decentralized workforce creating more informal contact centers • Less repetition of transactions requires more access to knowledge • First Contact Resolution may require finding a SME • Can your ACD system and Unified Desktop find a SME using IM and conference them in? Can you report on it? • What about IM applications being the source of the contact? • Can you take and make interactions using your routing and workflow tools? • Is your unified desktop ready to manage the interactions while capturing history for reporting?

  10. Thank You! ??? John Kelly Regional Sales Vice President Altitude Software John.Kelly@Altitude.com (847) 207-8510

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