Contact Center Campaigns - CMMC - Customer Management 联络中心的运动-学-客户管理

IntelligentCommunications

&

SkyItaliacasehistory

VONEuropeAutumn2007PatrizioDiCarloSalesDirector27Sept2007BusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsBusinessImperativesBusinessImperatives

DriveYourTechnologyRoadmapRevenuegrowth:

superiorcustomerserviceCostreduction:

worker&businessefficiencyManageriskMobilitywithubiquitousaccessEaseofcollaborationRapid,flexibledeploymentClearROI&investment

protectionWorkerImperativesBusinessImperativesITImperativesBusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsIntelligentCommunicationsIntelligentCommunicationsUnifiedCommunicationsIPTelephonyContactCentersCommunicationsEnabledBusinessProcessesOptimizeyourbusinessembeddingcommunicationsinto

thefabricofbusinessprocessesOptimize

yourpeoplewherevertheyare,acrossdevices

andinterfacesOptimizethecommunications

ofallpeople(customers,employees,suppliers)regardlessoflocationOptimize

yourcustomerrelationships

globallyacrossall

pointsofcontactAstrategic,business-focused,approachtocommunicationdeliveringcompetitiveadvantagetodayAcceleratethespeedofbusinessbyintegratingcommunicationstominimizelatencyIncreaseemployeeproductivitythroughseamlessunifiedcommunicationsSatisfycustomerinteractionsbasedonactionableanalyticsandinsightsSecureandefficientconvergedcommunicationsendpointsandinfrastructureIntelligentCommunicationsKeyAttributes6BusinessImperativesIntelligentCommunicationsIntelligentCommunicationsSolutionsIntelligentCommunicationsSolutionsAvayaIntelligentCommunicationsSolutionsImprovedCustomerServiceContactCentersWorkerProductivityUnified

CommunicationsReliable

Multi-modal

CommunicationIPTelephonySUITEINTEGRATION:ENDTOENDBusinessEfficiencyCommunicationsEnabledBusinessProcessesEndtoEndServiceIPTelephonyprovidestherichfoundationforCommunicationApplicationsUnifiedCommunications:Unifiedexperience,intelligence&bestinclassfunctionalityContactCenters:notjustCustomerService,butanenterprisereadytoserveCommunicationsEnabledBusinessProcessesviawebservices&orchestrationServicesensureoptimaldesign,smoothinstallationandmaximumreliability&uptimeIntelligentCommunicationSolutions

CustomerValue&KeyAttributesSIP,IP,Digital

&AnalogCrossNetworkManagementScaleSecuritySimplificationImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified

CommunicationsAvayaSupport,Consulting,&SystemsIntegrationWiFi/

WiMAXPSTNData

NetworkIPTelephonyAcrosstheEnterpriseEnterpriseInterworking

overSIPPSTNMobile

NetworkData

NetworkIPTelephonyServerSmall

OfficeSmall

BranchMid-Size

CampusSIP,H.248,H.323,QSIGNetworkingPresence:Enterprise-Wide&FederatedScaleuptoLarge,downtoSmallMultipleDomains:P2PandCentralizedNextGenerationCTI:CallandContextRequiredAttributesServiceProviderUnifiedAccessMobilityTelephonyMessagingConferencingVideoPresenceMultiVendorIntelligentCommunicationsSolutions

CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified

CommunicationsInformationWorkerNeedsRemoteDeskboundNomadicRoadWarriorDependentonlevelofmobilityBasedonInformation&ApplicationNeeds

ComplexApplications

orInformationWorkerDesiresBasicInformationOneNumber&OneMailboxCorporate&PersonalDirectoryAccessIntenseCollaborationCallerID&CallLogsProductSupportServicesUnifiedCommunications-AddingIntelligencetotheEndUserExperienceCOMMUNICATIONSCOMMUNICATIONSAPPLICATIONSUNIFIEDACCESSAvayaone-X™DesktopAvayaone-X™DeskphoneAvayaone-X™MobileAvayaone-X™SpeechAvayaone-X™PortalApplicationEnablementServicesSIPEnablementServicesSpeechServicesMobilityServicesOrchestrationServicesTelephonyMessagingAudioConferencingVideoConferencingWebConferencingInstantMessagingNEWUnifiedUserAdminJabberIntegrationClick-to-DialSolutionsManagedServicesforMessagingOnDemandMessagingRoutingReporting&AnalyticsSelfServiceProactiveContactMulti-channelQualityAssuranceIntelligentCommunicationsSolutions

CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified

CommunicationsContactCenterBusinessStrategyExecution+LeverageRelationshipdepthrealtimehightouchone-to-oneexperiencemulti-channel:allinformationlinkedimprovedsegmentation/profileeconomicalserviceLeastProfitableCustomers“GrowthPotential〞CustomersMostValuable

Customersrightresource,rightcontextdoingrightworkrightinformation

rightchannelreducecustomerfrustrationmomentoftruthCustomerServiceforSustainedCompetitiveAdvantageEnhancedSelf-ServiceSpeechEnabledRouting&InformationAccessVoice,Email,FaxInformationDeliveryPersonalizedContentPersonalizedServiceConsistentInformationAccessVoice,Email,WebintegrationConsistentBrandExperienceMostSkilledAgentManagedFollow-upImprovedConversionRates

fromCustomerSegmentationDifferentiatedServiceSeamlessdeliveryof

applicationsandservicesCentralSite,Branch,RemoteLeverageGlobalResourcesBusinessContinuityVirtualInfrastructureExpertiseonDemandEngageEnterpriseExpertsLeverageLocalKnowledgePresence,Interrupt-abilityInformationManagementCapture,Reporting&AnalysisKnowledge-basedDecisionsCustomerExperienceViewCustomersProcessIntegrationServiceOrchestrationEventProcessingNotification

andResponseIntelligentCommunicationsSolutions

CustomerValue&KeyAttributesImprovedCustomerServiceContactCentersReliableMulti-modalCommunicationIPTelephonyBusinessEfficiencyCommunicationsEnabledBusinessProcessesWorkerProductivityUnified

CommunicationsCommunicationsEnabledBusinessProcesses

ADefinition…Providesbusinessprocesses

andapplicationswiththeabilitytoinitiateandtrackreal-timemulti-channelcommunicationwithprocessusersanddecisionmakersObjective:MakeprocessesmoreefficientCommunicationsEnablementThebusinessprocessstops-waitingforhumanresponseandactionHumanlatencyisintroducedProcessisvulnerable

tohumanerrorBusinessProcesses-TODAYHumaninteractionisembedded-in,andcontrolledby,thebusinessprocessCommunicationsareinvoked

asrequiredInteractionsarefullyclosed-loopCommunicationsEnabledBusinessProcessesCaseHistorySkyItaliaNatanel20034,2milionidiclientiCrescitamedia500.000clienti/anno14.000.000telespettatoriPrimaindustriaitalianadell’intrattenimento34milaorediprogrammitelevisiviautoprodotti160canalitematici,audio,pay-per-view,serviziinterattiviProgrammazionericevibileoltrecheviasatellite:IPTVconFastwebeTelecomItaliaTVMobiletramiteVodafone,H3GeTIMPerchèSky“..nonvogliamorisparmiaresoldi,vogliamofaresoldi!〞MarkWilliam,SkyItaliaCOO60%delfatturatopassaattraversoilContactCenterSituazionedipartenzaContactCenterArchitettura“3Livelli〞Multsitocon4ACDNetworkCTISistemiobsoletiFoniabusiness3000utentisu5Pbx

legacyObsoletiLaTecnologiaServizinonomogeneiGestionecomplessaContinuitàdelservizioReportingend-to-endTempirilascionuoviserviziContinuitàdelleoperazioniGestioneGliImpattiEsigenzedelCustomerCareMassimolivellodiaffidabilità,disponibilitàdelservizioesicurezzaElevareilTime-to-MarketperilrilasciodinuoviserviziIncrementarel’efficienzaoperativaperinnalzarelecapacitàVirtualizzazionedelserviziomantenendoilcontrollooperativoAccessoLoadBalancingInstradamentoBUConsolidamento

deiserverapplicativiReportingEnd-to-EndAltaAffidabilità–D/RControlloegestionecentralizzatiPostRoutingUnicoPoolVirtualeVirtualizzazioneconOutsourcesLasoluzioneAvayaperilContactCenterIDC1PSTNR.I.LANWanBackboneAvayaCMServerApplicativiIDC2SitiSkyAvayaCMServerApplicativiOutsourcerLANLANLANoperatorioperatoriSKYItaliaContactCenter-RisultatiPeculiaritàdellasoluzioneBeneficiUtilizzodiunainfrastrutturaIPconvergentePossibilitàdidistribuireglioperatoriovunqueAltaAffidabilitàeBusinessContinuitygrazieallecapacitàD/RintrinsecheallasoluzioneConsolidamentodeiServerapplicativiSemplificazionegestionaleRiduzionedelTCOsiaperHWcheperSWCompletocontrollodelContactCenterReportisticaene-to-endonlineestoricaVirtualContactCenterMiglioramentonell’impiegodellostaffdiCCinvirtùdimiglioriprestazioninellagestionedellechiamateIndipendenzadalServiceProviderPossibilitàdiusufruiredellemiglioricondizionisulmercatoperlaconnettivitàediltrafficoArchitetturaEnterpriseMiglioreTimetoMarketDecisamentepiùeconomicasiaperCapExcheperOpExrispettoadunasoluzioneSPNetoworkbasedEsigenzedellafoniabusinessNuovoCampusMassimizzaregliinvestimentifattinellareteditrasportogeograficaelocaleServiziomogeneeipertuttal’utenzaMobilitàpergliutention-site/off-siteCollaborationUserexperienceAltaAffidabilitàOttimizzareicostidiTlcversol’operatoreLasoluzioneperl’IPTelephonySKYLANIPSoftphoneLANIPhardphoneUtentediSedeMutimedialeWANVPNPhoneIPSoftphoneAvayaOne-XMobileUtenteMobileIDC1IDC2AvayaCMMessaggisticaUnificataLANAudio/WebConferencingMCUMCUMGCLANVideoroomsAvayaCMMessaggisticaUnificataLANAudio/WebConferencingLANUtenteRemotoNuovoCampusSkyItaliaIPT–BeneficiattesiPeculiaritàdellasoluzioneBeneficiUtilizzodiunainfrastrutturaIPconvergenteDistribuireiservizibusinessaserviziodell’utenteAltaAffidabilitàeBusinessContinuitygrazieallecapacitàD/RintrinsecheallasoluzioneMobilitàEstesa:Nelcampus:Wi-Fi,Softphone,WebphoneFuoridalCampus:Fisso-Mobile,softphoneConvergenzafisso