Transcript Contact Center Campaigns

Intelligent Communications
&
Sky Italia case history
VON Europe Autumn 2007
Patrizio Di Carlo
Sales Director
27 Sept 2007
© 2007 Avaya Inc. All rights reserved.
BusinessImperatives
Imperatives
Business
Intelligent Communications
Intelligent Communications Solutions
© 2007 Avaya Inc. All rights reserved.
2
Business Imperatives
Drive Your Technology Roadmap
Business
Imperatives
Worker
Imperatives
Revenue growth:
superior customer service
Cost reduction:
worker & business efficiency
Manage risk
Mobility with ubiquitous access
Ease of collaboration
IT
Imperatives
© 2007 Avaya Inc. All rights reserved.
Rapid, flexible deployment
Clear ROI & investment
protection
3
Business Imperatives
Intelligent
IntelligentCommunications
Communications
Intelligent Communications Solutions
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4
Intelligent Communications
Optimize your business
embedding communications into
the fabric of business processes
Optimize
your customer
relationships
Communications
Enabled Business
Processes
Optimize
your people
Unified
Communications
globally across all
points of contact
Contact
Centers
wherever they are,
across devices
and interfaces
IP Telephony
Optimize the
communications
of all people (customers,
employees, suppliers)
regardless of location
A strategic, business-focused, approach to communication
delivering competitive advantage today
© 2007 Avaya Inc. All rights reserved.
5
Intelligent Communications Key Attributes
Accelerate the speed of business by integrating
communications to minimize latency
Increase employee productivity through seamless
unified communications
Satisfy customer interactions based on actionable
analytics and insights
Secure and efficient converged communications
endpoints and infrastructure
© 2007 Avaya Inc. All rights reserved.
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Business Imperatives
Intelligent Communications
Intelligent
Communications Solutions
Intelligent
Communications
Solutions
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Avaya Intelligent Communications Solutions
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable
Multi-modal
Communication
Worker
Productivity
Improved
Customer
Service
Business
Efficiency
End to End Service
IP Telephony provides the rich foundation for Communication Applications
Unified Communications: Unified experience, intelligence & best in class functionality
Contact Centers: not just Customer Service, but an enterprise ready to serve
Communications Enabled Business Processes via web services & orchestration
Services ensure optimal design, smooth installation and maximum reliability & uptime
© 2007 Avaya Inc. All rights reserved.
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Intelligent Communication Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
SIP, IP, Digital
& Analog
Cross Network
Management
Scale
Security
Simplification
Avaya Support, Consulting, & Systems Integration
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IP Telephony Across the Enterprise
Enterprise
Interworking
over SIP
Service Provider
IP Telephony
Server
PSTN
Data
Mobile
Network Network
Required Attributes
Data
Network
WiFi/
WiMAX
PSTN
Small
Office
Small
Branch
Mid-Size
Campus
© 2007 Avaya Inc. All rights reserved.
SIP, H.248, H.323, QSIG Networking
Presence: Enterprise-Wide & Federated
Scale up to Large, down to Small
Multiple Domains: P2P and Centralized
Next Generation CTI: Call and Context
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Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Unified Access
Mobility
Telephony
Messaging
Conferencing
Video
Presence
Multi Vendor
© 2007 Avaya Inc. All rights reserved.
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Information Worker Needs
Dependent on level of mobility
Deskbound
Nomadic
Road Warrior
Remote
Based on Information &
Application Needs
Worker Desires
Basic Information
One Number & One Mailbox
Complex Applications
or Information
Corporate & Personal
Directory Access
Intense Collaboration
Caller ID & Call Logs
© 2007 Avaya Inc. All rights reserved.
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Unified Communications - Adding Intelligence to the
End User Experience
Application Enablement
Services
SIP Enablement Services
Speech Services
Mobility Services
Orchestration Services
Avaya
Avaya
Avaya
Avaya
Avaya
Telephony
Messaging
Audio Conferencing
Video Conferencing
Web Conferencing
Instant Messaging
one-X™ Desktop
one-X™ Deskphone
one-X™ Mobile
one-X™ Speech
one-X™ Portal
NEW
Unified User Admin
Jabber Integration
Click-to-Dial Solutions
Managed Services for
Messaging
On Demand Messaging
© 2007 Avaya Inc. All rights reserved.
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Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Routing
Reporting &
Analytics
Self Service
Proactive Contact
Multi-channel
Quality Assurance
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Execution + Leverage
Contact Center Business Strategy
real time high touch
one-to-one experience
moment
of truth
right information
right channel
multi-channel:
all information linked
improved
segmentation / profile
economical
service
right resource, right
context doing right work
reduce customer
frustration
Relationship depth
Least Profitable
Customers
© 2007 Avaya Inc. All rights reserved.
“Growth Potential”
Customers
Most Valuable
Customers
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Customer Service for Sustained Competitive
Advantage
Enhanced Self-Service
Information Management
Speech Enabled Routing &
Information Access
Voice, Email, Fax Information
Delivery
Personalized Content
Capture, Reporting & Analysis
Knowledge-based Decisions
Customer Experience View
Expertise on Demand
Consistent Brand
Experience
Personalized Service
Consistent Information Access
Voice, Email, Web integration
Customers
Differentiated Service
Engage Enterprise Experts
Most Skilled Agent
Leverage Local Knowledge
Presence, Interrupt-ability
Managed Follow-up
Improved Conversion Rates
from Customer Segmentation
Virtual Infrastructure
Seamless delivery of
applications and services
Central Site, Branch, Remote
Leverage Global Resources
Business Continuity
© 2007 Avaya Inc. All rights reserved.
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Intelligent Communications Solutions
Customer Value & Key Attributes
IP Telephony
Unified
Communications
Contact
Centers
Communications
Enabled Business
Processes
Reliable Multi-modal
Communication
Worker
Productivity
Improved
Customer Service
Business
Efficiency
Process Integration
Service Orchestration
Event Processing
Notification
and Response
© 2007 Avaya Inc. All rights reserved.
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Communications Enabled Business Processes
A Definition…
Provides business processes
and applications with the ability to initiate and
track real-time multi-channel communication
with process users and decision makers
Objective: Make processes more efficient
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Communications Enablement
Business Processes - TODAY
The business process stops
- waiting for human
response and action
Human latency is introduced
Process is vulnerable
to human error
Communications Enabled Business Processes
Human interaction is embedded-in,
and controlled by, the business
process
Communications are invoked
as required
Interactions are fully closed-loop
© 2007 Avaya Inc. All rights reserved.
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Case History
© 2007 Avaya Inc. All rights reserved.
Sky Italia
Nata nel 2003
4,2 milioni di clienti
Crescita media 500.000 clienti/anno
14.000.000 telespettatori
Prima industria italiana dell’intrattenimento
34 mila ore di programmi televisivi autoprodotti
160 canali tematici, audio, pay-per-view, servizi interattivi
Programmazione ricevibile oltre che via satellite:
– IPTV con Fastweb e Telecom Italia
– TV Mobile tramite Vodafone, H3G e TIM
© 2007 Avaya Inc. All rights reserved.
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Fonte Sky Italia: http://www.skylife.it/html/azienda/skyitalia/_skyitalia.html
Perchè Sky
60% del fatturato passa attraverso
il Contact Center
“..non vogliamo risparmiare soldi,
vogliamo fare soldi!”
Mark William, Sky Italia COO
© 2007 Avaya Inc. All rights reserved.
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Situazione di partenza
La Tecnologia
Contact Center
– Architettura “3 Livelli”
– Multsito con 4 ACD
– Network CTI
– Sistemi obsoleti
Fonia business
– 3000 utenti su 5 Pbx
legacy
– Obsoleti
© 2007 Avaya Inc. All rights reserved.
Gli Impatti
• Reporting end-to-end
• Tempi rilascio nuovi
servizi
• Continuità delle
operazioni
• Gestione
• Servizi non omogenei
• Gestione complessa
• Continuità del servizio
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Esigenze del Customer Care
Massimo livello di affidabilità, disponibilità del servizio e
sicurezza
Elevare il Time-to-Market per il rilascio di nuovi servizi
Incrementare l’efficienza operativa per innalzare le capacità
Virtualizzazione del servizio mantenendo il controllo
operativo
© 2007 Avaya Inc. All rights reserved.
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La soluzione Avaya per il Contact Center
•Accesso
•Load Balancing
•Instradamento BU
PSTN
R.I.
IDC 1
IDC 2
Avaya CM
Avaya CM
Server
Applicativi
Server
Applicativi
LAN
LAN
•Consolidamento dei
server applicativi
•Reporting End-to-End
•Alta Affidabilità – D/R
•Controllo e gestione
centralizzati
Wan
Backbone
Siti Sky
Outsourcer
LAN
operatori
© 2007 Avaya Inc. All rights reserved.
LAN
operatori
•Post Routing
•Unico Pool Virtuale
•Virtualizzazione con
Outsources
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SKY Italia Contact Center - Risultati
Peculiarità della soluzione
Utilizzo di una infrastruttura IP convergente
Benefici
Possibilità di distribuire gli operatori ovunque
Alta Affidabilità e Business Continuity grazie alle
capacità D/R intrinseche alla soluzione
Consolidamento dei Server applicativi
Semplificazione gestionale
Riduzione del TCO sia per HW che per SW
Completo controllo del Contact Center
Reportistica ene-to-end online e storica
Virtual Contact Center
Miglioramento nell’impiego dello staff di CC in virtù
di migliori prestazioni nella gestione delle chiamate
Indipendenza dal Service Provider
Possibilità di usufruire delle migliori condizioni sul
mercato per la connettività e dil traffico
Architettura Enterprise
Migliore Time to Market
Decisamente più economica sia per CapEx che per
OpEx rispetto ad una soluzione SP Netowork based
© 2007 Avaya Inc. All rights reserved.
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Esigenze della fonia business
Nuovo Campus
Massimizzare gli investimenti fatti nella rete di trasporto
geografica e locale
Servizi omogeneei per tutta l’utenza
Mobilità per gli utenti on-site/off-site
Collaboration
User experience
Alta Affidabilità
Ottimizzare i costi di Tlc verso l’operatore
© 2007 Avaya Inc. All rights reserved.
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La soluzione per l’IP Telephony
Nuovo Campus
IDC 2
IDC 1
Messaggistica
Unificata
Audio/Web
Conferencing
Video rooms
Audio/Web
Avaya
CM
Conferencing
Messaggistica
Avaya
Unificata
CM
LAN
MCU
MCU
LAN
LAN
MGC
SKY LAN
WAN
LAN
IP
hardphone
Mutimediale
Utente di Sede
© 2007 Avaya Inc. All rights reserved.
LAN
IP
Softphone
VPN
Phone
IP
Softphone
Utente Remoto
Avaya One-X
Mobile
Utente Mobile
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Sky Italia IPT – Benefici attesi
Peculiarità della soluzione
Utilizzo di una infrastruttura IP convergente
Benefici
Distribuire i servizi business a servizio dell’utente
Alta Affidabilità e Business Continuity grazie alle
capacità D/R intrinseche alla soluzione
Mobilità Estesa:
Nel campus: Wi-Fi, Softphone, Webphone
Fuori dal Campus: Fisso-Mobile, softphone
Convergenza fisso mobile
Audio/Video/web conferenza:
prenotata, on-demand, gestita, e-learning
Incremento della Collaborazione
Messaggistica unificata:
Casella vocale unica
Casella Fax
Gestione intregrata via Client di Posta
Migliore efficienza
Nuovi Canali di comunicazione
Incremento della Collaborazione
Incremento nella Collaborazione
Migliore gestione dei costi
Controllo dei costi
Incremento della Collaborazione
Instant messagging
presence
© 2007 Avaya Inc. All rights reserved.
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Risultato complessivo ad oggi
Incremento di valore
Impatto
Benefici
Strategici
Strategico
Maggiore
Produttività
• Increase business agility
• Drive competitive advantage
• Global, Virtual Customer Care
• Solutions for mobile & home workers
• Application & desktop integration
• Multi-media collaboration
Funzionali
Business Continuity,
Security & Disaster Recovery
• Centralization lowers operational costs
• Consolidate equipment & licenses
• Decrease maintenance/upgrade costs
• Automate Move Add & Change
• Telecom Cost Savings
• Cabling savings
© 2007 Avaya Inc. All rights reserved.
Operativi
Semplicità
Operations
Ottimizzazione
Infrastrutturale
Valore per l’Azienda
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Avaya
Postazione N.3
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