Transcript Document
The Future of the Contact Center
– Rich Tehrani
– President
– TMC
– www.tmcnet.com
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Here Is The Future
VoIP
SIP
Speech
2
Your Future is VoIP
What is it?
Regular Voice
Voice
Voice
Voice over IP
3
VoIP Benefits:
Cost
Remote Agents
Distributed Contact Centers
Offshoring – Indirect Cost
Savings
Single Wire – Easier Management
Knowledge Workers
4
Other Benefits:
Wireless Management
Presence -- SIP
Less Equipment
Browser-Based Phones
Better Equipment – More
Competition
Push-To Talk
5
How Does Business
Benefit?
Seamless Connectivity
Virtual Enterprise
Easy Video
New Services
More Flexibility
Wireless Benefits – Soft Client
or Phone
Inexpensive Conferencing
6
More Business Benefits:
Hosting Becomes Easy
VoIP Allows Agents and Host to
be Anywhere – Saves $
Allows Distributed Contact
Center and Flexible Business
Growth
Reduces Capital Expenditures
7
New Business Ideas
Video Kiosks
Call-Me Buttons
Better Sound Through Headsets
CD Quality Conversations
8
Heed Warning Signs
9
Heed Warning Signs
Security
Bandwidth
Issues
Find
QoS
Solid Vendors
10
Spam Over Internet
Telephony
S
P
I
T
11
More Security Issues
Denial Of Service
Firewall Issues
Customer Data Issues
12
SIP
Device Interoperability
System Interoperability
Seamless Presence
13
SIP Trunks
The Future Of Contact Centers
HMP Connections
14
Speech
20%+ Can Be Automated
Quality Assessment
Performance Optimization
Rapid Escalation
15
Home Agents
Amazing Potential
Can Also Be Off Shored
16
Ideas
E-Mail
Integrate Media – Chat, E-Mail,
etc.
Don’t Bounce Customers
Don’t Over-Rely On Technology
17
Future
Customers Will Become More
Empowered
Will See Wait Times Online
Will Have Instant Chat
Capability
Will Schedule Call Backs Online
You Want To Be Ahead Of This
Curve
18
The End
– Thank You For Attending And Listening And
– Thank You Interactive Intelligence/Vonexus For
Inviting Me!
– WWW.TMCNET.COM
– Blog: tehrani.com
» Rich Tehrani
» President
» TMC
» [email protected]
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