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Customer-Focused Strategy, Operations and TechnologyThe Future of Inbound andOutbound Contact CenterApril 28, 2010Donna Fluss, President
Agenda Contact center trends and challenges TechnologyT h landd architecturehit tffor iinboundbdand outbound solutions Analytically-oriented contact centers The contact center of the future1Copyright 2010 DMG Consulting LLC
Global Trends Unified Communications is the future ofinbound contact center technology Increasing usese of selfself-service/IVRser ice/IVR is a topenterprise goal Hosting/SaaS has crossed into themainstream contact center world Blended multi-channel, inbound/outboundcontact centers are finally becoming real Proactive Customer Care is increasingly anessential element of an enterprise customerexperience strategya yt cs iss helpinge p g cocontacttact cecenterste s becobecomee Analyticsessential corporate players2Copyright 2010 DMG Consulting LLC
Enterprise Role of Contact act onSales & Mktg.OOpportunitiest itiand ChallengesGeneral CoCo.FeedbackCustomerAnalyticsBusiness UnitsExecutive Suite3Copyright 2010 DMG Consulting LLCSalesMarketingOperationsFulfillmentMFC3
Contact Center Technology & ement SystemsServicingApplicationsCRM SuitesCust Svc AppsRecordingQuality MgmtSurveyingPerform MgmtSpeech AnalyticseLearn/CoachText AnalyticsDesktop AnalyticsWFMIM/ChatEnabling/Common Apps.MiddlewareWorkflowTelesales/TelemktgCore SystemsTelephonyCampaign Mgt SysIntegrationVoIP/SIP/UCCTIHelp DeskACDDialerUniversal QueueCollectionsIVR/Speech RecNetwork MgmtMessagingSupporting SystemsConfig EngineKMeService SuiteERMsSFAWSSChat/IMCollaborationERPS i tiScriptingL tt WritingLetterW itiV i VerifVoiceV ifCopyright 2010 DMG Consulting LLCDatabasesData MartsField Svc& Dispatch4Sec ritSecurityMktg EncyclopContent Mgt4
Unified Communications FrameworkEnterprise ApplicationsDesktop Productivity SuiteERPOthersVideo ConferencingSMSMobile VoiceeMailText to SpeechSpeech to TextPresenceVoice MailIM/ChatFaxConferencingDesktop Sharing/CollaborationChannelsContact CenterPBXeMail ServerIM ServerVoIP/SIP Foundation Layer5Copyright 2010 DMG Consulting LLCMobile ServerNon--Real-time CCommunicaation ServiccesReal-time Communicatiion ServiceesCRM
Contact Center TopologyApp ServersGateway ServersIPOtherWeb ServersInternet ngQAWFMeLearningCoachingScriptingWeb crawlingcra lingOtherSecurityUnified Communications ServersPresenceInbound/outbound PBXeMailChatIMCollaborationMessaging6Copyright 2010 DMG Consulting LLCFaxVideoSMSACDDi lDialerIVRSecurityDB ServersDatabasesCRM repositoryKBMarketing data warehouseBI dataSecurityAnalytics App ServersSpeechpReal-timeWebCustomer valueCustomer feedbackPredictiveCCPMSecurity6
Reducing Agent Traffic with Self-ServiceTouch-ToneIVRSpeechEnabled IVRWeb 7Copyright 2010 DMG Consulting LLCComplexActivities
The Evolution of OutboundBlind DialingThe Past8Copyright 2010 DMG Consulting LLCRelationshipDialingMulti-ChannelEngagementThe PresentAnalyticsEmpoweredEngagementThe Future
Outbound Systems Building BlocksFaxIVRHuman AssistedSpeech RecognitionOutboundBlendedDTMFInboundDialing CapabilitiesPredictiveProgressivePreviewCampaign Management SoftwareList MgmtScriptingReg ComplianceFulfillmentO ti i tiOptimizationRight-Time-To-CallCopyright 2010 DMG Consulting LLCAnswer Machine DetectToolsAdaptersWFMManagement SystemmsInside ns TelesalesCustomeer CareCallsReporrtingSeervicingg AppliccationssChChannelsl
The Future: Analytics-EmpoweredOutbound Engagement- BENEFITS - ANALYTICS ProgramgParametersPredictiveCustomerValue- Right-Time-to-CallgAgentProfiles &Performf- Optimal Offer/CollectionsApproachMkt. DataWarehouseOutboundTransactionsDecreased expenses(agent, communications,equipment, etc.)Increased customersatisfaction- Best Channel- Ideal agent profileIncreased sales orcollectionsCallsEmailsSMSIVROtherIncreased customerretentionImproved agent retentionEnhanced brandGreater profitability10Copyright 2010 DMG Consulting LLC
Proactive Customer CareOOutstandingReorder RemindersShipment NotificationPrescriptionPi ti RRefillsfillSubscription ServicesSpecial Occasion CallsLoyalty CallsWelcome CallsCustoomer ExpperienceInstallation SchedulingSurveyingTravel AlertsAppt. RemindersSales AnnouncementsEarly-Stage CollectionsWarranty/Service ContractsProduct RecallsPublic Service NotificationsFraud PreventionBroadcast MessagesPoorTelemarketingLowLate-Stage CollectionsPolitical Campaign CallsProfitability11Copyright 2010 DMG Consulting LLCHigh
Outbound Dialing & IVR Projections, 2010 – 2012Outbound IVRDialingProjected Growth ars12Copyright 2010 DMG Consulting LLC2012
The Challenge: Taming Unstructured DataUnsolicited FeedbackUnstrructured CCommunications PhoneBlogsg E-mailCommunityForumsWikisThe ChallengeHow to:Capture IM/Chat MailStructure Fax SMSTakeAnalyze Survey VideoContact Center WebT k ATakeActionti13Copyright 2010 DMG Consulting LLC
Analytics is the ght 2010 DMG Consulting tomeranalyticsanalyticsvalue14
What is Speech Analytics?UnstructuredU ttdConversationsSpeech AnalyticsPProcessTopop UsesStructure CustomerConversationsRoot Cause AnalysisCreate Metadata FileTrend AnalysisEmotion DetectionAugmentationTalk AnalysisRecorded &Real-TimeAnalyze MetadataPresent Findings15Copyright 2010 DMG Consulting LLCScript AdherenceQuality Assurance
Desktop AnalyticsSystem PerformanceSystem UtilizationDesktopA l tiAnalyticsAgent ProductivityAgent WorkflowsAgent ProficiencyAgentsgStructured OutputDashboardsWorkflowModelsReportsHeat MapsData LogsBenefitsID Agent Training Needs16Copyright 2010 DMG Consulting LLCID Application Inefficiencies16
Hosted Contact Center Value Proposition17Copyright 2010 DMG Consulting LLC
The Future: Analytically-Oriented Contact CentersACD Outbound VoiceWebEmailSocialNetworksMobileContact Center PredictiveRecommendation & Action EngineCRM /SalesDataBIWarehouse System Service/CMS18Copyright 2010 DMG Consulting LLCSupplyChainSystemCustomer Speech & CustomerValueRTFeedbackAnalysis Analytics Application
Customer-Focused Strategy, Operations and TechnologyThank You!6 Crestwood Drive, West Orange, NJ 07052tel 973.325.2954 cell 973.493.0120 fax 973.325.2071 donna.fluss@dmgconsult.com
Unified Communications Servers Speech Analytics App Servers Databases CRM repository DB Servers Presence Inbound/outbound PBX eMail Chat IM Fax Video SMS ACD Di l Unified Communications Servers Real-time Web Customer value Customer feedback Predictive CCPM CRM repository KB Marketing da
