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Unified Customer Communications

Unified Customer Communications. A New Paradigm and its Requirements. Empowering the Reachable Enterprise. CosmoCom provides a full-featured all-IP, multi-tenant, inbound/outbound contact center platform Our mission is to optimize communication between organizations and their customers.

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Unified Customer Communications

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  1. Unified Customer Communications A New Paradigm and its Requirements

  2. Empowering the Reachable Enterprise • CosmoCom provides a full-featuredall-IP, multi-tenant, inbound/outbound contact center platform • Our mission is to optimize communication between organizations and their customers. • Our contact center systems are making enterprises more reachable & responsive, improving the customer experience, and reducing costs for companies on every continent.

  3. UC Today • Focus on internal communication of an organization • It’s really… Unified Enterprise Communications – UEC • Business case and ROI for UEC based mainly on productivity

  4. Unified Customer Communications – UCC • Start with Unified Communications • Apply its principles in the Contact Center • And you get… Unified Customer Communications • …actually, it’s been around for a while.

  5. Is UC New? • First Campaign – 1998 • “Unity is Beautiful”

  6. Unity is Beautiful I “Integrated”Call Center “Unified”Contact Center

  7. Unity is Beautiful II

  8. Unity is Beautiful III

  9. Unified Customer Communications – UCC

  10. Unified Customer Communications – UCC Unified Communications

  11. Unified Customer Communications – UCC Unified Communications Contact Centers

  12. Unified Customer Communications – UCC Unified Communications Contact Centers

  13. Unified Customer Communications – UCC Unified Communications Contact Centers

  14. UCC Business Case Elements Unified Customer Communications – UCC Unified Customer Communications

  15. UCC Business Case Elements Productivity & Cost Unified Customer Communications – UCC Unified Customer Communications  Like UEC

  16. UCC Business Case Elements Productivity & Cost Customer Loyalty & Revenue Growth Unified Customer Communications – UCC Unified Customer Communications  Like UEC

  17. UCC Business Case Elements Productivity & Cost Customer Loyalty & Revenue Growth Unified Customer Communications – UCC Unified Customer Communications  Like UEC  Over & Above UEC

  18. The UC Equations “UC” = UEC UEC + UCC = (UC)2

  19. Elements of UCC • ACD for all-media: UC with Universal Queuing • Telephone, voice mail, email, IM chat, etc. • Single communication ID for customers & companies • Unified Agent Client (& Supervisor) w/ Presence • Unified Multi-Site Contact Center (Virtual Contact Center) • Unified Infrastructure (Multi-Virtual) • Unified Self-Help – ACD - Agent • Unified Administration & Reporting • Unified Recording & QA • Unified Customer Info & Interaction History • Unified UCC + UEC  (UC)2  “The Company is the Contact Center”

  20. Unified UCC & UEC • Single call switching fabric • Single device – SIP Phone or Softphone • Enterprise wide ACD Routing • Enterprise wide Transfer & Conference • “The company is the contact center.”

  21. The UC Equation UEC + UCC = (UC)2

  22. The UC Equation UEC + UCC = (UC)2

  23. The UC Equation UEC + UCC = (UC)2 Contact Center

  24. The UC Equation UEC + UCC = (UC)2 Contact Center CosmoCom

  25. Thank You! www.cosmocom.com

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