国外呼叫中心案例

1、Bank of America美国银行Describe the customer installation项目概述项目概述Bank of America utilizes our solution in their various contact centers throughout the United States.美国银行利用我们的解决方案联络美国各地的联络中心What were the differentiators to pick RMG?RMG有什么与众不同有什么与众不同Because they have acquired many other banks, and incorpo

2、rated their call center operations into their own. Bank of America has a diverse and complex environment. Our solution was the only offering that could meet their multifaceted needs.因为美国银行纳入了很多其他银行的呼叫中心业务，其多样化和复杂化的环境，只有我们的解决方案能满足他们多方面需求。What other options did the customer consider? 核心竞争力有哪些核心竞争力有哪些N

3、one, driven by internal IT department.没有，从内部推动了整个IT部门Consumer Banking 个人银行业务个人银行业务Jay JershinBank of AmericaWhy is this deal significant?项目的重要性项目的重要性Bank of America falls in the top 13 companies on Fortunes top 100 list in 2012. 美国银行在2012年的财富百强榜单进入了前13强How should similar deals be approached?收获收获哪哪些经

4、验些经验Deals of this size should include involvement from the RMG national account manager and RMG leadership/SRB.这种规模的交易包括RMG全国客户经理参与和RMG领导者/ SRBConsumer BankingJay JershinLenovo联想Describe the customer installationWhat were the differentiators to pick RMG?Insert customer logo in this area, roughly the

5、 size of this boxRelationship, upgrades, scalability, financially secure, global representation, support of Unicode fonts/multiple languages.关联，升级，可扩展性，经济安全，全球支持Unicode字体/多国语言。What other options did the customer consider? Lenovo was ending its use of Telegenix; they looked at Texas Digital and a thi

6、rd company.联想结束了Telegenix的使用，望德克萨斯数字和三分之一公司Laptops, desktop, notebooks & netbooks笔记本电脑，台式电脑，笔记本电脑和上网本笔记本电脑，台式电脑，笔记本电脑和上网本RMG is driving Lenovos worldwide contact centers from their North America HQ, displaying to SmartScreens, InView and NetLites.RMG推动联想在全球的联络中心，从他们的北美总部，显示InView SmartScreens Ne

7、tLites。Donna BirtzLenovoInsert customer logo in this area, roughly the size of this boxWhy is this deal significant?Global representation, great upsideworking on expanding into DCs & IVM data. Great reference.全球表示，很大的上涨空间扩大到区议会及IVM数据。成为重要参考。How should similar deals be approached?Always keep in t

8、ouchcompanies go through changes on a regular basis, keep them posted; you can guide them toward applications they might not have thought of.公司通过定期发布，始终保持联系，你可以引导他们走向他们可能没有想到的应用。Laptops, desktop, notebooks & netbooksDonna BirtzLiberty MutualDescribe the customer installationLiberty Mutual has a

9、large contact center installation of RMG, including 50+ NetLite II boards as well as LCD, InView and InView Mobile.针对InView和InView移动， Liberty Mutual公司大型联络中心安装RMG设备 ，包括50 + netlite II板以及液晶显示。What were the differentiators to pick RMG?RMGs ability to collect and aggregate data from Avaya and databases

10、became the key differentiator for their expansion efforts within their large/complex multi-LOB claims operations.RMG的收集能力和汇总数据从Avaya和数据库成为其扩张的努力在他们的大型/复杂的多LOB索赔业务的关键What other options did the customer consider?For the InView deployment, Liberty Mutual considered Avaya as well as other Avaya DevConne

11、ct partner products such as Merced.针对Liberty Mutual公司部署InView，考虑使用Avaya公司以及其他Avaya的合作伙伴DevConnect的产品如Merced 。InsuranceTrevor WhiteLiberty MutualWhy is this deal significant?The deal is significant because it is one of our flagship installations of InView and InView Mobile Data. The designs installed

12、 for InView at Liberty Mutual have become our sales demo templates.该这个交易有重大的意义，因为它是我们安装InView和InView的移动数据的旗舰设备。 Liberty Mutual公司InView安装的设计已经成为了我们的销售演示模板。How should similar deals be approached?At Liberty Mutual, it was important for RMG to invest time in the pre-sales planning and design in order to

13、 position our company as a collaborator and partner.Liberty Mutual公司，为RMG投资时间在售前的规划和设计，以我们公司的定位为合作者和合作伙伴是非常重要的。InsuranceTrevor WhiteJohnson & JohnsonDescribe the customer installationMultiple virtual SES systems (9.x and 11.x) supporting visual clients on PC and signage platforms for CC, EC and

14、SC.多个虚拟SES系统（9.x和11.x的）支持CC，EC和SC视觉上的客户端PC和标牌平台。What were the differentiators to pick RMG?Meets J&J networks & security standards; supports disparate data sources; RMGs experience in EC & CC; our tech support capabilities.RMG的EC和CC经验和技术能力满足了强生公司的网络和安全标准；支持不同的数据源。What other options did th

15、e customer consider?For CC, Inova; for EC, Scala, Visix, and others; for desktop, Avaya and AspectHealthcare productsJim KriegerJohnson & JohnsonWhy is this deal significant?J&J has significant growth potential, with opportunities across hundreds of business operations.在业务上的机会，强生公司具有很大的增长潜力。

16、How should similar deals be approached?Introduce Professional Services and Technical Consulting teams; focus on RMGs expertise in CC & EC; re-introduce SES levels (1,2,3,4); increase reseller margin for larger sales; include graphics kit for EC, EC, SC.引进专业的服务和技术咨询小组，重点CCEC RMG的专业知识，重新引进SES等级，增加

17、更大的销售毛利率为经销商;包括图形工具EC，EC，SC。Healthcare products Jim KriegerDelta AirlinesDescribe the customer installationDelta has 1 data collection server distributing data to 13 reporting servers. This project has approximately 4,000 InView licenses in use. Prior to the upgrade to InView, Delta used DeskView an

18、d Vista applications.Delta公司有1个数据采集服务器将数据分布到13个报告服务器。该项目拥有约4000名InView使用许可证。在升级到InView之前， Delta公司使用DeskView和Vista的应用程序。What were the differentiators to pick RMG?RMG can collect data from various types of ACDs. Our flexibility was criticalbeing able to customize to their requirements, also the ease o

19、f managing the InView product.RMG可以收集ACD的各类数据。我们的灵活性体现在能够定制他们的要求，也便于管理InView产品。What other options did the customer consider?Delta had been using the Aspect Reporting package, but when they upgraded to Avaya, the Avaya package was not robust enough to support Deltas needs.Delta公司已使用Aspect的报表，但当他们升级Av

20、aya报表，是不足以支持Delta公司的需要的。AirlineKelli MillsDelta AirlinesWhy is this deal significant?Delta is a Fortune 100 company with huge brand recognition; this was a large implementation with potential for expansion and add-ons.Delta公司是一家财富百强公司，拥有巨大的品牌知名度，这是一场有潜在扩容和增值的大规模部署执行How should similar deals be approa

21、ched?Understand various functions within the enterprise (e.g. call center, coaches, operations centers). Involve the call center operation teams and support organizations, and understand who is making decisions. Typically, a large organization such as this will rely on their call center technology s

22、taff.理解企业（去呼叫中心，教辅机构，运行中心等）内部的各种功能需求。涉及呼叫中心运营 团队和支持机构，懂得真正的决策者。典型地讲，像这样的大型组织将会依靠他们的呼叫中心技术员 AirlineKelli MillsJP Morgan ChaseDescribe the customer installation项目描述项目描述锐美奇将摩根大通标准化，每个点都在使用SDA/LCD或是智能屏幕，一部分也在用拼接屏。客户正在评价InView的使用。What were the differentiators to pick RMG?Insert customer logo in this area

23、, roughly the size of this box摩根大通用锐美奇的产品替换以前的产品因为锐美奇的团队，公司结构和系统What other options did the customer consider? 潜在竞争潜在竞争Inova was the only other product seriously considered. Financial金融金融Kelli MillsJP Morgan ChaseWhy is this deal significant?JP Morgan Chase is a Fortune 100 company with growth opport

24、unities in its contact centers, as well as in EC and its bank branches.How should similar deals be approached?Divide and conquer! An organization this large and diverse is constantly changing. Keep asking questions, and try to find where opportunities are “hidden” within the company and the LOBs. Be

25、 willing to explore the company to find opportunities and understand processes.FinancialKelli MillsLBTHDescribe the customer installation 项目描述项目描述London Borough Tower Hamlets 有InView SES licenses 显示Avaya 实时信息给代理商和监控人员 What were the differentiators to pick RMG? 为什么选择锐美奇为什么选择锐美奇Insert customer logo in

26、 this area, roughly the size of this box客户从以前的Simens HiPath升级到Avaya而且需要能够实现他们原有方案的基础上，实现提供实时数据和原因代码What other options did the customer consider? 潜在竞争潜在竞争London Borough Tower Hamlets 看到Avaya桌面应用GovernmentGeorgie BadhamLBTHInsert customer logo in this area, roughly the size of this boxWhy is this deal

27、 significant? 项目重要性项目重要性Our reseller BT had to supply this desktop application or lose a 5 million deal.我们的代理商应该电信将提供台式机How should similar deals be approached?项目经验项目经验和代理商密切合作会了解他们的困难和需求。像对待客户一样对待代理商，并帮助他们提供售前人员处理复杂问题。Government政府部门政府部门Georgie BadhamLiverpool DirectDescribe the customer installation

28、SES Solution with SDAs and InViews for Avaya real-time data.为Avaya设计的SES，SDA和InViews方案为什么选择为什么选择RMGInsert customer logo in this area, roughly the size of this box可以实现联络中心数据和内宣系统结合，也可以让本地和新建其他部门的员工同时使用What other options did the customer consider? 其他应用其他应用Centeristics Agent ViewGovernment 政府政府Georgie

29、BadhamLiverpool DirectInsert customer logo in this area, roughly the size of this boxWhy is this deal significant?Long-standing RMG Dacon customer with great growth potential.锐美奇忠实客户并有很大潜力How should similar deals be approached?让客户了解最新的创新和方案。而且让客户感知公司因为使用了产品而发生的新变化Government政府部门政府部门Georgie BadhamDire

30、ct Line Group (DLG)Describe the customer installation 方案描述方案描述联络中心解决方案，从Avaya CMSR 16 上搜集数据并通过SDA展示在13个机构的200多个显示终端上What were the differentiators to pick RMG?为什么选择为什么选择RMGInsert customer logo in this area, roughly the size of this box安全的核心软件和操作人员。审计功能可用于任何内容。因为我们长期的积累和经验，一个解决方案,可以很容易地扩展。What other o

31、ptions did the customer consider? 其他应用其他应用Spectrum (incumbent at some existing sites).Developing their own solution.范围 在现有位置上的现任者开发他们直接的解决方案Insurance 保险保险Kevin HillDirect Line Group (DLG)Insert customer logo in this area, roughly the size of this boxWhy is this deal significant?项目金额：110万美金英国著名品牌Avaya最大客户How should similar deals be approached?安全性和易用性是最重要的，我们的长期积累和丰富经验为我们赢得了客户信任InsuranceKevin HillCSCDescribe the customer installation和Avaya CMS 组成集成方案，服务于公司国际三大呼叫中心（美国，欧洲，亚洲）和一些小的服务平台。What were the differentiators to pick RMG?全球布局， DevConnect 合作伙伴，整体方案提供商，不只具有技术方案方面的优势，同样拥有