Transcript Slide 1
XETA Technologies
Company Overview
Who is Xeta?
• • • • National integrator of communication technologies – – Extensive converged infrastructure/services portfolio Headquartered in Broken Arrow, OK – Founded in 1981 with call accounting software in Lodging Financially strong public company, verifiable financials – on NASDAQ since 1987 (XETA) – profitable 15 years straight 470+ employees 25% Growth 24/7/365 national service and support
A Strong Partner
27 years of customer service excellence Of 1,000 Avaya dealers, only 28 are Platinum Business Partner of the Year Award Of 1,500 Nortel dealers, only 9 are Elite Service Partner of the Year award Nationwide sales and service footprint In-house 24/7/365 Contact Center Direct and Indirect relationships: end users, partners Leading the IP transition from traditional TDM telephony Flexible and nimble, yet substantial
Services Applications
Where We Play
Application Integration Data NOC & Monitoring Security Audit VOIP Readiness Contact Ctr UC Mobility Content Managed/Hosted Services Multimedia Communication Servers TDM/VOIP Key Systems TDM/VOIP PBX SIP Based Solutions Network Core Switching Closet Switching Secure Routers Infrastructure ID and Document Design PtP/Campus Wireless VPN, Firewalls, Protection Network Security Fiber
19,000 Customers Coast-to-Coast
Awards
• • • • • • Avaya Platinum National Business Partners – Highest level of Certification Avaya Services Delivery Specialist designation – – Advanced skills required for true “full service delivery” One of only 5 Platinum Business Partners with this designation 2008 Avaya's Enterprise Business Partner of the Year for North America – For significant revenue performance and overall growth during 2008 Avaya’s National Business Partner Program – XETA receives dedicated marketing planning and execution resources from Avaya – Seat on Avaya’s Business Partner Council.
Avaya IP Hall of Fame – For significant sales and implementations of Avaya IP Solutions, VPN/Security Products, Wireless Products and WAN Products Avaya 3-Star Service Partner Award – Completed a three-tiered Avaya Service Assessment
Awards
• Nortel Elite Advantage Partner – Highest level of Certification. Less than 4% of Nortel’s entire business partner community has achieved this level of Certification.
– Elite SMB Specialization – Elite Advanced Services Specialization • Nortel International Award for Services Innovation – Recognition of our abilities to uniquely support Nortel customers – 2007 • Nortel Service Partner of the Year Award – Outstanding achievement in providing Nortel design, programming and installation services throughout the United States.
Expertise and commitment to outstanding customer service has positioned XETA to become a sub-contractor to Nortel for numerous advanced implementation projects.
Professional Services Organization
Talent
• Average 20+ years of experience • Highest certs across multiple manufacturers • Hands on expertise • Manufacturers field trials • Right balance consulting & execution • Results oriented
Expertise
• 70% of Services has expertise in the areas of: • LAN/WAN • Modular Messaging • Contact Center • Customer Relationship Management • Wireless
Focus
• Consultative Services • Design • Solution Creation • Application Solutions
Locations Inventory
Servicing our Base
Managed Solutions Offerings
Network Design, Implementation, Assessment Field Services Unified Desktop Solutions
Managed Solutions
Outsourcing Consulting & Professional Services Call Center Solutions
Managed Services Architecture
Pro-Active Patching VOIP QOS Servers Alarms Desktop Management Voice Services Network Management Engineering Review Asset Management
Xeta MSA
Network Security Help Desk ( BCM IP Office)
Solutions Support Center
24x7x365 Contact Center (Tulsa, OK)
• Dual / Redundant NOC (Southborough, MA) • In-house Lab (problem duplication, apps testing, training) • Highly trained engineers and service technicians
Technical Support & Maintenance
• Avaya, Nortel, Cisco, Samsung, HP ProCurve, Hitachi, Innovations • XETA Call Accounting • National network of technicians & 3rd party vendors
Performance Focused
• Escalation Management • Service Level Agreements • Performance Metrics
Social Media / Networking in the Contact Center
Rev 202010
Who’s PSS?
• • • • Founded in 2002 by former Nortel execs 8 consecutive years of growth Profitable since inception 60+ highly experienced employees distributed worldwide • • Over 150 customers, impeccable references One of America’s Fastest-growing Private Companies
• • • • •
PSS Offering
• PSS provides …
CREDboard Social Media solution
IVR solutions (CPE, Hosted & Hybrid) and support CTI solutions and support FlexxX product lines (solutions and support) Professional Services Full lifecycle Support & Managed Services
The “Hyper-connected” world …
• • Facebook has just crossed (as of July 21 st , 2010) the 500 MILLION Users mark. “That is equivalent to the combined populations of the US, Japan and Germany 1 .” More Twitter users update their social networking profiles … using mobile devices, … . One in Five regular Twitter users update the service via mobile phone several times per day, while one in three do so at least daily 2 .
1 “July 21, 2010”. “ABC News” American Broadcasting Corporation. ABC. 2010-07-21 2 Tom Webster
Twitter Usage in American: 2010
(Edison Research.2010), pp. 7
The Social Media Customer
More than just Facebook & Twitter …
3
The “Face-time Quandary” ...
• Although Facebook dominates, Twitter rules the airwaves!
3 Google Trends
twitter, facebook, youtube, linkedin
, Google 2009
Here to stay – and they talk about YOU!
Some interesting statistics* ...
• • • • • • 93% of B2B and B2C customers want to CONVERSE with the Companies they do business US adults spend 15+ hours a week in Social Media – it’s the 4 th most popular activity online today!
78% of consumers trust PEER recommendations ... less than 14% trust ads in any form!
Generally, Call Centers cost $29 per customer contact, “lower-touch” contact (such as Social Media response) = $9 ... and MAY be 1 to many!
Over 64% of companies are less than 12 months into their Social Media strategies
*Mashable.com
39% have not initiated a strategy at all!
United Airlines: A Customer Service Debacle
4 • • "United will donate $3,000 to the Thelonious Monk Institute of Jazz for Reports of a 10% drop in stock price (in just one week and 1.5M hits on the Video) The airline's change of heart came after " United Breaks Guitars " appeared Not only flags airport agent/handlers issues, but he coverage on CNN.
5 spends almost 1 minute of a 4+ minute song 5 The Canadian Press, “United Airlines give to charity in guitar gaffe,” July 11, 2009 SPECIFICALLY calling out the Contact Center: even pointing out a specific Individual!
4 sonsofmaxwell
United Breaks Guitars
, YouTube 2009 < http://www.youtube.com/watch?v=5YGc4zOqozo >
GAP, Inc. : Social Media = Direct Feedback!
• Oct ‘10 – Gap, Inc. posted a redesigned logo to their • • Twitter account.
nostalgia for the old label, saying it's classic or classy, or had an old-school feel to it.
1 " 1 "Gap's new logo stirs outrage from customers,"
San Francisco Chronicle
, 08 October 2010, online.
Contrast: Southwest Airlines vs. Kevin Smith
• • Watches and responds to @thatkevinsmith offering help and to talk through the situation Blogs their side (@southwestair) of the story which includes the fact that Kevin was on “standby for an earlier flight!”
The Enterprise is catching on to Social Media!
• • • “The ants have megaphones!” – Steve Kaay, US Auto Parts “We met our SLA’s and Failed!” – John Belanger, Yahoo, talking about a Customer Service debacle regarding #pleasehelppiper “Outsourcing is not an option! In Social Media authenticity is key and only you can provide that!” – Harvard Business Review, November 2010 talking about Social Media and Customer Response
Click to edit Section title style Social Media Reputation Dashboard
•
No one department “owns” the customer ...
Most Social Media / Networking Tools are geared / focused on the CMO and Marketing Department, but ...
– Marketing needs to be involved, this is a channel to Inform and Entertain about your Products and Services – Sales also needs to be involved, they’re the best to seek out “commercial intent” as well as potential leads, etc.
– Contact Center / Customer Service as well as they are TRAINED to deal with Customer Issues/Inquiries in both good and bad situations.
– Others??? – Corporations must avail themselves!
Not just Monitor – ACTION!
• Most tools were built on the concept of Monitor and React ... CREDboard is built for ACTION: – Can Start/Update a Conversation/Status online – Can watch for trends and Alerts and activate MULTIPLE responders (SMS, Tweets, Email, CTI events, etc.) – Can “spawn” events in any of the above media-types to proactively engage customers – ... And, of course, we can REACT too! ;)
Built in the Cloud, for the Cloud!
• • Based on our proven FlexxBridge in the Cloud tm technology. Every interaction is standardized and aggregated through FBitC.
– Allows fast, tight integration to new/different Social Media API’s/capabilities – Single tool provides consistent interface for rapid changes / additions Multi-Tenanted: Multiple employees for a given customer can View/Monitor/Update a single “Corporate Brand” ID – all with Logging!
An example of CREDboard in action …
DM User: Thank you for the wonderful Tweet!
Ring, Ring!
off coupon on your next solve a 3 year old issue transaction with with our Call Center!
@PSSHelp!
Sentiment: +3.5 (out of 5) Influencer: 77 (out of 100) Send Thank You + Call
Get the benefit of Industry Leaders …
• • Clarabridge – Sentiment Analysis – Clarabridge’s advanced Sentiment Scoring automatically understands negation, conditional sentiment, and other linguistic nuances to provide accurate context and insight about attitudes expressed in customer feedback. Sentiments can be tuned via the Clarabridge Navigator interface to allow for concepts specific to any organization or industry.
Klout – Influencer Scoring – Klout tracks the impact of your opinions, links and recommendations across your social graph. We collect data about the content you create, how people interact with that content and the size and composition of your network. From there, we analyze the data to find indicators of influence and then provide you with innovative tools to interact with and interpret the data.
Get the benefit of Industry Leaders …
• RapLeaf – Customer Insight – Rapleaf helps you better understand who your customers are so you can personalize communications and boost interactions while lifting conversions. Deep Social Insight; Rapleaf helps you understand your customers‘: Demographics, Lifestyles and Interests, Influence, Occupation, Social Media Memberships, Offline Brand Affiliations, Friend Connections, and more.
The CREDboard Supervisor’s Tool ....
The Agent popUp – Reputation Responder
Let’s hope this doesn’t happen to
your
company ...
Hey @
@LovnKittens
May 9, 2010 10:45:08 CDT via Twitteriffic
“You tell your Friends about a good experience ...
You tell the WORLD about a bad one !!!”
- Tom Peters, Business Management Best-Selling Author
Keith Ward [email protected]
925-208-2405 Twitter: kward_pss www.psshelp.com
1.877.289.7770
Thank you
Mar’ia Adkisson [email protected]
925-208-2380 Twitter: Madkisson @PSSHelp facebook.com/PSSHelp