Geomant Contact Center. Andrew Leatherland and Kevin Ross

Transcription

1 Geomant Contact Center Andrew Leatherland and Kevin Ross

2 Agenda Introductions Contact Centers and Common Uses How Contact Center's have evolved and why Why Lync in the Contact Center? Geomant Overview Contact Expert Overview & Demo: Inbound: Voice, , Chat Outbound Dashboard & Reporting Supervisor / Administrator features IVR for Lync / IVR Designer Questions Andrew Leatherland Kevin Ross

3 Contact Centers and Common Uses Inbound Customer Services IT helpdesk Self Service Field Services Monitoring Contact Centers Information and Reporting Services Payment and Credit Collections Outbound Proactive Contact Booking and payment Services

4 How Contact Centers evolved and Why

5 Contact Centers - Industry Verticals

6 Why Lync in the Contact Center?

7 Geomant Introduction 13 Years ISV & SI: Unified Communications Contact Centres Telephony Avaya & Microsoft Channel Model 100+ Employees, 500+ Projects Portfolio of UC solutions for Avaya and Microsoft Global Coverage: EMEA, Americas, APAC

8 Contact Centre Credentials Geomant has implemented 100+ contact centres worldwide. Sized from 10 seats to over 5,000 seats in multiple countries ACD, CTI, IVR, Outbound, Multi-Channel, Call Recording, Wallboards and Custom Solutions Avaya, Nice, Verint, Interactive Intelligence, Microsoft Geomant Firsts. Contact Centre in Mongolia Avaya Aura Contact Centre in Europe Microsoft Lync Contact Centre Microsoft Lync IVR

9 Microsoft Credentials Microsoft Gold Communications Partner. Contact Expert is tested and certified by Microsoft for Lync Server 2010/13. Contact Expert solution was part of the award winning Microsoft New Zealand UC Solution of the year Microsoft certified Premier Support Partners for Lync. Member of Microsoft Lync 2013 TAP

10 Skip Other Product Slides Lync Products CONTACT EXPERT IVR FOR LYNC SMS FOR LYNC LYNC CALL RECORDER ABUSE FILTER FOR LYNC WORKER SAFETY APPLICATION

11 demo

12 Contact Expert Business Benefits: Self-service options allow customers to self-serve or connect to relevant services only. Skills based routing ensures the best agent is always serving the customer. Business rules ensure calls never reach a dead end or dead air. Multimedia means customer connects in the most convenient way for them. Customer history and CRM integration means faster, richer and more focused service. Lync integration means real time access to organisation skills and resources. Actionable reporting means constantly improving business processes. ACD and automated scheduled call back of callers waiting in the queues minimise the number of abandoned calls with the same or lower number of agents. IVR survey provides instant feedback on the quality of customer services and products to continuously measure the customer satisfaction.

13 Contact Expert - Financial Efficiency Extends the Lync ROI and solution stack. Leverages your existing Microsoft licencing and investments. Adds value to your voice infrastructure. Eliminates expensive and bespoke computer telephony integration. Supports feature based licences so you only invest in what you use. Concurrent agent licencing to minimise per agent cost. Consolidates customer interaction reporting and metrics. Builds better customer retention. Proven business logic can increase the revenue from the time spent with customers by 20-50% for outbound sales. Blending of channels, communication directions and call back queues minimises the daily fluctuation of loads, enables the full utilisation of agents.

14 Contact Expert Lync Contact Centre Features: Pure Lync solution using Microsoft UCMA Skill based routing Multiple inbound queues Multiple outbound campaigns CRM integration including Dynamics Call Recording and Call Observing Comprehensive Reporting Suite: real time and historic Live dashboard Inbuilt SQL Contact database: for auto screen-pops Agent scripting with script designer tool Import calling lists for outbound proactive contact Call closure codes : Definable and queue specific call wrap-up tags

15 Interactive Voice Response (IVR) for Lync Extends Lync voice with self-managed IVR Highly cost-effective customer service platform Intuitive drag and drop web based designer tool for rapid script creation and maintenance Text To Speech or recorded prompts DTMF & Voice Recognition Fronts Contact Expert or Response Groups

16 New Self-service / IVR Platform Self-Service / IVR

17 Questions?