The Future of the Contact Center – Rich Tehrani – President – TMC – www.tmcnet.com.
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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
1
TMC
33 Year Old Publishing And Trade
Show Company
First Magazine in Contact Center
and VoIP Space
TMCnet: Top 3,500 Sites in World
2
Here Is The Future
VoIP
SIP
Speech
3
Your Future is VoIP
What is it?
Regular Voice
Voice
Voice
Voice over IP
4
VoIP Benefits:
Cost
Remote Agents
Distributed Contact Centers
Offshoring – Indirect Cost
Savings
Single Wire – Easier Management
Knowledge Workers
5
Other Benefits:
Wireless Management
Presence -- SIP
Less Equipment
Browser-Based Phones
Better Equipment – More
Competition
Push-To Talk
6
IP Changes Everything
Chat
E-mail
Voice
Video
7
How Does Business
Benefit?
Seamless Connectivity
Virtual Enterprise
Easy Video
New Services
More Flexibility
Wireless Benefits – Soft Client
or Phone
Inexpensive Conferencing
8
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
9
New Business Ideas
Video Kiosks
Call-Me Buttons
Better Sound Through Headsets
CD Quality Conversations
10
Heed Warning Signs
11
Heed Warning Signs
Security
Bandwidth
Issues
Find
QoS
Solid Vendors
12
Spam Over Internet
Telephony
S
P
I
T
13
More Security Issues
Denial Of Service
Firewall Issues
Customer Data Issues – Be
Careful
14
SIP
Device Interoperability
System Interoperability
Seamless Presence
15
SIP Trunks
The Future Of Contact Centers
HMP Connections
16
Speech
20%+ Can Be Automated
Quality Assessment
Performance Optimization
Rapid Escalation
17
Home Agents
Amazing Potential
Can Also Be Off Shored
18
Ideas
E-Mail
Integrate Media – Chat, E-Mail,
etc.
Don’t Bounce Customers
Don’t Over-Rely On Technology
19
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
20
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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