Transcript The Future of the Contact Center – Rich Tehrani – President – TMC – www.tmcnet.com.

The Future of the Contact Center
– Rich Tehrani
– President
– TMC
– www.tmcnet.com
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TMC
 33 Year Old Publishing And Trade
Show Company
 First Magazine in Contact Center
and VoIP Space
 TMCnet: Top 3,500 Sites in World
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Here Is The Future
 VoIP
 SIP
 Speech
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Your Future is VoIP
 What is it?
 Regular Voice
Voice
Voice
 Voice over IP
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VoIP Benefits:
Cost
Remote Agents
Distributed Contact Centers
Offshoring – Indirect Cost
Savings
 Single Wire – Easier Management
 Knowledge Workers
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Other Benefits:
Wireless Management
Presence -- SIP
Less Equipment
Browser-Based Phones
Better Equipment – More
Competition
 Push-To Talk
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IP Changes Everything
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Chat
E-mail
Voice
Video
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How Does Business
Benefit?
Seamless Connectivity
Virtual Enterprise
Easy Video
New Services
More Flexibility
Wireless Benefits – Soft Client
or Phone
 Inexpensive Conferencing
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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
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New Business Ideas
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Video Kiosks
Call-Me Buttons
Better Sound Through Headsets
CD Quality Conversations
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Heed Warning Signs
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Heed Warning Signs
Security
Bandwidth
Issues
Find
QoS
Solid Vendors
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Spam Over Internet
Telephony
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S
P
I
T
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More Security Issues
 Denial Of Service
 Firewall Issues
 Customer Data Issues – Be
Careful
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SIP
 Device Interoperability
 System Interoperability
 Seamless Presence
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SIP Trunks
 The Future Of Contact Centers
 HMP Connections
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Speech
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20%+ Can Be Automated
Quality Assessment
Performance Optimization
Rapid Escalation
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Home Agents
 Amazing Potential
 Can Also Be Off Shored
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Ideas
 E-Mail
 Integrate Media – Chat, E-Mail,
etc.
 Don’t Bounce Customers
 Don’t Over-Rely On Technology
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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
 Happier Customers
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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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