Jim Southwell425.282.1769

jim.southwell@infratel.com@InfratelUS

Optimizing the Contact Center Agent Experience through Effective and Efficient Use of CRM

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Agenda

Company overview Define the SMB “Call Center” What is Infratel’s “Suite” What drives the SMB? Agent experience Interesting ROIs available The challenge

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Company Overview Infratel delivers Enterprise capabilities to the SMB call center market

Leading independent software vendor offering a full spectrum of customer interaction solutions Founded in 1999 by former executives from Genesys (Now Alcatel/Lucent) 10+ years in production 700+ systems installed 10,000 End-Users

Innovative products for full featured, multi-site call center deployments Support for leading, industry standard VoIP technologies and protocols (SIP)

with no proprietary hardware Product success proven by large installed base

Typical SMB call center verticals Hosting, Software, Finance, Transportation and Healthcare

Key customers Parallels, Sequoia Credit Consolidation, Robson Communications, UralSib Bank,

Sony and LG Electronics

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What is a “Call Center”?

“A center equipped to handle a large volume of telephone calls (especially for taking orders or serving customers)”wordnetweb.princeton.edu/perl/webwn

“A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers...”en.wikipedia.org/wiki/Call_Center

“An organization that handles a high number of customer interactions including requests, information, provisioning, sales or services via the telephone or multiple contact channels either through inbound transactions, outbound transactions or both.”campus.blueprintaudits.com/mod/glossary/view.php

A business or group that receives or makes a high volume of calls and requires the ability to automate, distribute, manage and measure the efficiency of the interactions

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The SMB Call Center as we see it

5-150 Agents Limited internal IT capabilities Looking for an all in one Contact Center Suite

In addition it needs to:

run on as few Microsoft OS based application servers of the same type as possible (low TCO)

be up and running with a relatively small implementation and system integration effort – compared to Enterprise Solutions

optimize overall communication processes provide a high level of functionality

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INFRA Call Center Suite

Easy third party integration (CRM, ERP, endpoints…etc.)

ACD & Routing

IVR Reporting & Analytics

Proactive Contact

Call Recording

Fast ROI and low cost of ownership

Flexible deployment optionsWindows Server platform

INFRA Call Center

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SMB Imperatives

• Offer better customer service than my bigger competitors

• Cost reduction without affecting my operations

• Clear ROI & investment protection

• Easy to install, maintain and manage

• Scalable, secure, and reliable

• Ensure control and privacy

• Making a limited workforce even more effective

• Ability to manage the workload across the business

• Flexibility for new business models

IT

Care

Business

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What does an agent typically see?

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The Integrated Desktop

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Interesting ROIs

Inbound and Outbound Using Common Resources

Agent Surplus States

Virtual Agents

Virtual Hold

Four Examples

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Shared Resources

Assumption The client has a team of inbound agents that handle customer

requests. They use a traditional inbound ACD solution The client also has a team of outbound specialists that function

separate from the inbound agents and use a traditional “dialer” that quickly makes large volumes of calls

Opportunity Each system requires administration and management, and employs

carrier services to serve the specific work functions.

Value An inbound/outbound system allows a single management and

administration platform. A combined pool of trunks (carrier services) serves both groups. In the SMB, this provides a significant savings as resources usually come at a high cost.

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Agent Surplus States

Random Call Arrival

Agent Surplus

SERVICE LEVEL

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Blended Agents

Assumption There are periods of time during the day that, due to random call

arrival, have a surplus of agents. Agents can be cross-trained to serve more than one function within

the call center.

Opportunity Leverage these surplus periods and have agents make outbound calls

to existing customer base. Thank you…, Checking in…, Hope all is well…etc. Better yet, a new offer that’s tailored for them

Value This drives revenue, tightens the relationship with your customer base,

doesn’t erode service level and leverages resources that were previously idle.

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Virtual Agent

Assumption The client has past-due accounts where no attempt is made to collect

because the outstanding balance is low. The cost of outsourcing the collections or setting up a live agent

collections process is too costly for the amount that will be collected.

Opportunity An application that will contact past-due account holders and collect

payments or promise-to-pay using a self-service application

Value Little or no need for live agent assistance. Ability to collect on those

low value balances.

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Agent Deficit States

Random Call Arrival

Agent Deficit

SERVICE LEVEL

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Virtual Hold

Assumption There are periods during the day where agent deficit states will drive

you out of service level adherence. Callers are frustrated by long hold times and are not calling about

things that need immediate action.

Opportunity An application that will collect the caller’s information (name, number

and intent) and deliver that call to an agent at a pre-determined time or when the call would have been delivered

Value A combination of tools allow you to improve customer service, better

allocate resources and keep service levels in check.

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The Challenge

Analysis Paralysis – “My current processes work. Why would I change them?” Every day is an opportunity to do something more effectively and/or

more efficiently. Take that opportunity and run with it.

Agent Training – “My agents wouldn’t know how to handle this shift.” Agents adapt. No one “likes” change but they adapt. If they don’t,

question their value.

Execution – “We have no problem buying tools. We have a problem using tools.” When faced with a clear ROI, a proven solution and the ability to

execute, do you typically embrace the change?

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Things you won’t hear your customers say

This hold music is awesome. Especially the third time around.

Or course I don’t mind giving you my information again. And again.

Yes! I’d love to be put on hold. I don’t even need a choice.

I really don’t care when they get back to me. I just hope they meet their SLAs.

www.zendesk.com

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Thank You

Jim Southwell425.282.1769

jim.southwell@infratel.com@InfratelUS

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Appendix

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INFRA Call Center Capabilities

Outbound Campaign Manager

Supervisor

Statistics

Infra Comm Client

Infra Call Center Server

Administrative console

· SIP based VoIP telephone PBX/Call center solution (depends on licenses installed)

· Seamless integration with Windows security system and Active Directory;

· Unified Messaging or SMTP integration to e-mail system (voicemail to email);

· Outlook Contacts, Exchange Personal/Public Contacts, Windows Address Book (Outlook Express) support;

· TAPI 3.1 as an integral part of product architecture including TSP, MSP, DirectShow (not a separate add-on for 3rd party integration)

· 3 level open integration for binding to CRM or enterprise information systems;

· Intelligent call routing algorithms;· Graphical voice applications development

environment (IVR);· Unlimited multi-queue support· Support for inbound, outbound and

blended (mixed) interactions· Embedded call recording modules· SIP routes and registrations (Infra acts as

IP telephone for SIP providers), ability to use it for cheap calls over Internet;

· User friendly GUI lets focus on interactions not configuration;

· No costly third party services or special-skilled resources required to setup or rebuild IVR and routing tree;

· TTS, ASR, VoiceXML support

· Simple program to manage your personal account, greetings, black/white lists, call transfers, modes, etc;

· Provides abilities to manage calls, transfer, park, mute, record call;

· Conference manager is included;

Tools and Utils

Infra Visor Client

· Very simple program for searching call recordings;

· Has abilities to comment and mark important recordings

Infra Call Center Client

· Very simple, easy to understand program for agents of call center;

· Calls management (transfer, conference, hold, etc), info about call and queue;

· Pop-up forms based on call context

· Effective tool to manage call center, queues, agents, real-time monitoring;

· Indicates current state of the call center and queues, inbound and outbound campaigns, current statistics, volume of work, customized counters, alerts, etc;

· Calls listening, interception, barging-in

· Effective algorithm of predictive dialing;· Answering machine, fax detection;· Work by schedule is available;· Campaigns might be attended by live

agents or IVR

· Private solution (Vertical DB) much more effective than based on SQL databases;

· Statistical information for any period of time is available with any resolution;

· Flexible tools to ease development of new reports;

· MMC based console, seamlessly integrated with MS Windows services;

· Event logs, performance counters;· Access lists for all telephony services

based on Windows security model with groups and users

· Set of scripts and programs to make administrative activities, fine tuning,

· Diagnostic tools to find the state of server, queues, agents, calls;

· Programming SDK