The Future of the Contact Center

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The Future of the Contact Center

• Rich Tehrani
• President
• TMC
• www.tmcnet.com

2
Here Is The Future

• VoIP
• SIP
• Speech

3
Your Future is VoIP

• What is it?
• Regular Voice
• Voice over IP

Voice
Voice
Voice
Voice
Voice
4
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

6
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 BenefitsHosting 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

• 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
Bandwidth Issues
Security
QoS
Find Solid Vendors
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Spam Over Internet Telephony

• S
• P
• I
• T

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More Security Issues

• Denial Of Service
• Firewall Issues
• Customer Data Issues

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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

• 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.
• Dont Bounce Customers
• Dont 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

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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
• rich_at_tmcnet.com