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The Business Case for VoIP In Your Contact Center. Brett Shockley CEO Spanlink Communications. Spanlink at a Glance. Proven 16 years delivering telephony and contact center solutions OEM supplier for Avaya, Nortel, Siemens, Cisco - PowerPoint PPT Presentation
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The Business Case for VoIP In Your Contact Center
Brett ShockleyCEOSpanlink Communications
– Proven
– 16 years delivering telephony and contact center solutions
– OEM supplier for Avaya, Nortel, Siemens, Cisco
– More than 3,000 customers, 155,000 desktops – TDM to VoIP migration
– Investments from Cisco and SRI
– Innovator– Started the Web Contact Center revolution in 1995 w/ WebCall
– First Configurable Software Packaged applications in IVR space in 1994
– CentralControl transforms management and reporting for VoIP
– Pioneers of Cisco VoIP – IPCC leader since 2000
– Intellectual Property portfolio with 12 patents and other patents pending
– Thought Leader– Capture the Opportunity for Business Transformation – Deliver
Results over IP
– Apply contact center best practices across the enterprise – sales, knowledge workers
– Results Transcend How You Implement and Communicate – to How You Manage
Spanlink at a Glance
PSTNPSTN
LDLD
LDLD
DataData Site 2
Site n
Dedicated Users
RedundantCore Technology
PSTNPSTN
DataData
PSTNPSTN
LDLD
LDLD
DataData Site 2
Site n
Dedicated Users
RedundantCore Technology
PSTNPSTN
DataData
Administrator
Data Router
TDM PBX
Agents & Supervisors
Proprietary Applications
Site 1
PSTNPSTN
DataDataData
RouterProprietary Applications
Administrator
Agents & Supervisors
Site 1
PSTNPSTN
DataData
IP PBX
Too Common Approach to VoIP
• Eliminate redundancy across the enterprise
• Drive productivity across the enterprise
• Serve customers more powerfully across the enterprise
• Manage the new environment efficiently cross the enterprise
CustomerData
Router
Administrators
IP PBX
Agents & Supervisors
DataDataConvergedConvergedNetworkNetwork
LD BypassLD Bypass
PSTNPSTN
Shared CoreTechnology
Users Anywhere:Virtual
Open Systems
Knowledge Workers
Home Office
VoIP Lets You RedefineCustomer Interaction
Business Value of VoIP
• PSTN Bypass o Internal, Voice VPNo Queuing and IVR
• Efficiency [Cost Savings] In Personnelo Reduce idle time for call handling personnel
• In Contact Centers• At the Branches• Internal Calls
o Eliminate redundancy• Efficiency [Cost Savings] In System Management
o Manage a single infrastructureo Eliminate redundancy
• Customer Service Improvements
• Productivity Increases o Handle more transactionso Capture more revenue
Allianz Life Insurance
Company
200 Agents
Case Study:
Why Change?
• The Call Center is the first voice of the
Company for independent insurance agents and
their policyholders
• Continually raise the service bar to assure that
independent agents
continue to sell their products and their clients
keep what they buy
• The customer experience must be Second To
None!
Allianz: 200 Agents
It’s NOT about technology,It’s NOT about technology,
it’s about – theit’s about – the
customer’s experience.customer’s experience.
Co-Browsing
Remote Call Centers Web-Casting
E-Mail Management
Web-Chat
Remote Representatives
VoIP Enables New Levels of Service
To insure early success, they needed:
•Skill-based routing
•Improved reporting-Historical and Real-Time
•Scheduling and Forecasting
•Blended Inbound/Outbound Representatives
Functionality Required Day 1
Monday, 09/29
• Call Volume - 2972
• Abandon Rate - 9.9%
• Service Level - 58%
• ASA - 1:37
• AHT - 5:10
• Call Volume - 3117
• Abandon Rate - 19.6%
• Service Level - 41%
• ASA - 2:47
• AHT - 5:50
Monday, 09/22
16% Productivity Improvement in Call Handling!
Better Routing and Agent Tools
Real-Time
• Available to Supervisors through a Central Reporting System
• Real time pulse all day – every day
• Delivered to the Agent Desktop
• Agents self-manage
Historical
• Consolidates multiple systems
• Eliminates spreadsheet merging
25% Reduction in Supervisor Time!
Better Reporting and Management
VoIP Benefits at Allianz Life
• Applications Features Exceeded Previous TDM Environment
• Efficiency Improvements and Cost Reductiono 16% Efficiency Improvementso 25% Management Reduction
• Application Benefits justified VoIP Technology Migration
o Positioned to leverage VoIP specific applications in the future
Department of Revenue
Contact Center – Ely, MN
InterTechnologies Group (ITG) & Department of
Revenue – St Paul, MN
Case Study:
State ofMinnesot
a
Hosted
Case Study: State IT Department
• State of Minnesota Vision - Deliver Electronic Government Services (EGS) – services via phone, IVR, Web, Email
• Realize Governor’s Shared Technology Initiativeo Converge multiple statewide networks onto a single ATM/IP
network
o Ease administration, increase reliability, and reduce costs.
o Share telecom resources across autonomous state agencies to reduce infrastructure costs
o Minimize operational costs at the agency level
CustomerData
Router
Administrators
IP PBX
Department of RevenueDataData
ConvergedConvergedNetworkNetwork
LD BypassLD Bypass
PSTNPSTN
InterTechnologies Group (ITG)Hosts Core Technology
Secretary ofState
Agency N
•Carrier class
•Fully partitionable for individual agencies
•Manageable by the State
Department of Revenue
State Hosted IP Solution
• 12 Agencies Configuredo 1650 IP-Phones o 14 Discrete IP Contact Center Agents (300 agents)o 70 Self-Service Applications
• 3 Languages (English, Hmong, Spanish)• Speech Recognition• 6 Self-Service Applications (Tax return status)• Voice Forms for Form Request or Address Change
o Blended Outbound Dialing• Dialer used from two different sites• Campaigns handle both incoming and outgoing
calls• CTI screen pop
• 6 Agencies in the pipeline
Current Scope
VoIP Benefits for the State of Minnesota
• Improves Customer Serviceo e-Government serviceso Provides robust services to smaller agencies
• PSTN Bypass o Department of Revenue - $100,000 a year
• Manageable by the stateo Partitioned, Multi-level administrationo Agencies can choose to administer (or not)
Managed As Hosted
Adds and Changeso IP Tel userso Agents, Skills, TeamsDay to day operationso Agent, supervisor,
management applications
RO
UTIN
E
AG
EN
CY
AD
MIN
ITG
Core system management
Set up administrator 1 Set up administrator 2 Set up administrator 1
Set up Site A Set up Site B
Initial company provisioning
Adds and Changeso IP Tel userso Agents, Skills, TeamsDay to day operationso Agent, supervisor,
management applications
Adds and Changeso IP Tel userso Agents, Skills,
TeamsDay to day
operationso Agent, supervisor,
management applications
Distributed Enterprise Communications
Challenges• Customer Service
o Sites are communications islandso Customer service is inconsistent from site to siteo Limited options for communications features at smaller locations
• Efficiency/Productivityo Idle agents at remote sites and in contact centerso Revenue is lost due to lack of available resourceso Limited or inconsistent visibility (reporting) to disparate locations
• OPEXo PSTN Charges
• Queuing, IVR and 800 • Internal and External LD
o System management is not cohesiveo Cost of redundant telecom systems
W.W. Grainger
400 Sites
Case Study:
Grainger Overview
• Largest industrial supply distributor in the United States
• 400 sites organized by branch, district (market) and region
• Strong bias to serve customers at the local branch
• 80% of orders reached in the local branch by phone
• Product experts in the branches – years of experience
• Tried a centralized call center approach – not successful – hard to duplicate branch expertise and local knowledge (Manhattan vs. Des Moines)
Prior to Spanlink_Cisco Solution
• Branches small independent call centers
• Corporate resources reached via 800 number
• Poor visibility to service levels on calls
• Limited flexibility to manage resources
Previous PBX Environment
Technical SupportTechnical Support
LongLongDistanceDistance
(800) Carrier(800) Carrier
LocalLocalExchangeExchange
CarrierCarrier
Branch 1Branch 1
Executone
LocalLocalExchangeExchange
CarrierCarrier
Branch 2Branch 2
Comdial
LocalLocalExchangeExchange
CarrierCarrier
Branch 289 Branch 289
Avaya
CreditCredit
Data CenterData Center
Data NetworkData Network
Strategic Project Profile• Grainger Goals
o Increase Revenue Generation Opportunities o Preserve the Successful Branch Model o Save Customers Time, Money and Effort – The Perfect
Ordero Provide a Consistent World Class Customer Experienceo Reduce OPEX and CAPEX
• Customer Visiono Looked beyond the constraints of existing environment –
the way it’s always beeno Clean paper - better architected solutiono Focus on how to solve the business problem
• Customer’s Mission Statement o Don’t be First!
New Customer Interaction Network
Branch 1Branch 1
LocalLocalExchangeExchangeCarriersCarriers
Site 1
LongLongDistanceDistance
(800) Carrier(800) Carrier
CallManagerUnityOutbound Option
CallManagerUnityOutbound Option
BranchOffice 3BranchOffice 3
Branch 2Branch 2
Site 2
IP WANIP WAN
SpecializedContact Centers
SpecializedContact Centers
CentralControl™IP Communications Management System
All Agents are BusyCall Queued at the Edge
Agents are Available
RoutingControlledat the Core
Call is Transferred When Agent Accepts ItCall Transferred if Required
MarketRouting™
If service level not available, call is queued to other branches in the:
• Sub-Market• Market• Call Center
ContactCenter
MarketRouting™
BranchBranchCC
BranchBranchBB
Chicago Region
If service level not available, call is queued to other branches in the:
• Sub-Market• Market• Call Center
BranchBranchDD
BranchBranchFF
BranchBranchGG
BranchBranchHH
BranchBranchEE
BranchBranchKK
BranchBranchJJ
BranchBranchLL
BranchBranchII
BranchBranchAA
Market A
Partitioned, Multi-Level Management
•Deployment•Deployed at a Rate of 30 Sites Per Week
•Unified, Partitioned Administration Saved 2 – 4 Hours Per Branch
•Management•System is Controlled at the Core
•Sites Have the Ability to Control their Own MACs
•Contact Center Caliber Reporting•Unified, fully-partitioned reporting
Performance Reporting Before
16 Chicago Market Branches
89%
90%
91%
92%
93%
94%
95%
96%
97%
98%
99%
100%
Jan Feb Mar Apr May
95.8%
91.7%
96.2%
90.5%
95.2%
89.1%
90.4%
98.2%
93.7%
95.6%
Source: Spanlink Central Control Reporting
Percent of Calls Answered Within 20 Seconds
Low
Avg.
High
June July
97.3%
98.9%99.4%
96.9%
Telephone Service Level Results
92.1% 92.4% 92.6% 92.6%
96.9%
98.3% 98.4%
Aug
96.9%
94.0%
96.0%
“Making it Simple For Customers”
Before CSTP
After CSTP
Presentation to Financial Analysts
after Chicago Pilot"We launched the telephony project in May and since then have converted more than 100 branches to the new system and have seen some great benefits. In the Chicago market, where all 16 branches have been on the new system for a few months, the percent of calls answered within three rings went from 92 percent to 98 percent practically overnight. We anticipate incremental sales between $1 and 2 million dollars in the first full year of implementation because of the ability to connect customers to other parts of the business. ... Because of these early results, we are accelerating the roll-out of the telephony project."
- Chairman and CEO
2004 Year End Earnings Release
“the stronger fourth-quarter and full-year results reflected an upgraded logistics network, improved products availability, an expanded sales force, new communication technology at the branch level, and a market expansion program.”
- Chairman and CEO
Customer Interaction that Spans the Enterprise
Knowledgebase
Speech Q&A
Web Q&A
Central Control Reports1) Q
uery via web
2) Query via voice
D) Manage & Report
A) Allow Customer to escalate
B) Customer in
quiries & answersC
) Supervisor
Chat via C
AD
Supervisor
Agent
Summary
• VoIP is Transformational• Opportunity to Redefine
Customer Interaction
• What’ Your Vision?• Focus on how to solve the business problem
• What are the possibilities?• No geographic constraints
• Build a solution that delivers results:
– Enterprise-wide improvements efficiency, productivity and customer satisfaction
Thank You!Brett Shockley, CEO
brett.shockley@spanlink.com763-971-2114
Questions?
Proven
– 16 years delivering telephony and contact center solutions
– OEM supplier for Avaya, Nortel, Siemens, Cisco
– More than 3,000 customers, 155,000 desktops – TDM to VoIP migration
– Investments from Cisco and SRI
– Innovator– Started the Web Contact Center revolution in 1995 w/ WebCall
– First Configurable Software Packaged applications in IVR space in 1994
– CentralControl transforms management and reporting for VoIP
– Pioneers of Cisco VoIP – IPCC leader since 2000
– Intellectual Property portfolio with 12 patents and other patents pending
– Thought Leader– Capture the Opportunity for Business Transformation – Deliver Results over IP
– Apply contact center best practices across the enterprise – sales, knowledge workers
– Results Transcend How You Implement and Communicate – to How You Manage
Spanlink at a Glance
PSTNPSTN
LDLD
LDLD
DataData Site 2
Site n
Dedicated Users
RedundantCore Technology
PSTNPSTN
DataData
PSTNPSTN
LDLD
LDLD
DataData Site 2
Site n
Dedicated Users
RedundantCore Technology
PSTNPSTN
DataData
Too Common Approach to VoIP
Administrator
Data Router
TDM PBX
Agents & Supervisors
Proprietary Applications
Site 1
PSTNPSTN
DataDataData
RouterProprietary Applications
Administrator
Agents & Supervisors
Site 1
PSTNPSTN
DataData
IP PBX
• Eliminate redundancy across the enterprise
• Drive productivity across the enterprise
• Serve customers more powerfully across the enterprise
• Manage the new environment efficiently cross the enterprise
VoIP is Transformational – Lets You Redefine Customer Interaction
CustomerData
Router
Administrators
IP PBX
Agents & Supervisors
DataDataConvergedConverged
NetworkNetworkLD BypassLD Bypass
PSTNPSTN
Shared CoreTechnology
Users Anywhere:Virtual
Open Systems
Knowledge Workers
Home Office
Business Value of VoIP
• PSTN Bypass o Internal, Voice VPNo Queuing and IVR
• Efficiency [Cost Savings] In Personnelo Reduce idle time for call handling personnel
• In Contact Centers• At the Branches• Internal Calls
o Eliminate redundancy
• Efficiency [Cost Savings] In System Managemento Manage a single infrastructureo Eliminate redundancy
• Customer Service Improvements• Productivity Increases
o Handle more transactionso Capture more revenue
Case Study:
Allianz Life Insurance
Company
200 Agents
Why Change?
• The Call Center is the first voice of the Company for independent
insurance agents and their policyholders
• Continually raise the service bar to assure that independent agents
continue to sell their products and their clients keep what they
buy
• The customer experience must be Second To None!
Allianz Life-Insurance Company – 200 Agents
It’s NOT about technology,It’s NOT about technology,
it’s about – theit’s about – the
customer’s experience.customer’s experience.
Co-Browsing
Remote Call Centers Web-Casting
E-Mail Management
Web-Chat
Remote Representatives
VoIP Enables New Levels of Service
To insure early success, they needed:
• Skill-based routing
• Improved reporting-Historical and Real-Time
• Scheduling and Forecasting
• Blended Inbound/Outbound Representatives
Core Contact Center Functionality Required on Day 1
Better Routing and Agent Tools
Monday, 09/29
• Call Volume - 2972
• Abandon Rate - 9.9%
• Service Level - 58%
• ASA - 1:37
• AHT - 5:10
• Call Volume - 3117
• Abandon Rate - 19.6%
• Service Level - 41%
• ASA - 2:47
• AHT - 5:50
Monday, 09/22
16% Productivity Improvement in Call Handling!
Better Reporting and Management
Real-Time
•Available to Supervisors through a Central Reporting System
• Real time pulse all day – every day
•Delivered to the Agent Desktop• Agents self-manage
Historical
•Consolidates multiple systems
•Eliminates spreadsheet merging
25% Reduction in Supervisor Time!
VoIP Benefits at Allianz Life
• Applications Features Exceeded Previous TDM Environment
• Efficiency Improvements and Cost Reductiono 16% Efficiency Improvementso 25% Management Reduction
• Application Benefits justified VoIP Technology Migrationo Positioned to leverage VoIP specific applications
in the future
Case Study:
State of Minnesota
Hosted
Department of Revenue Contact Center –
Ely, MN
InterTechnologies Group (ITG) & Department of Revenue
St Paul, MN
Case Study: State IT Department• State of Minnesota Vision - Deliver Electronic Government
Services (EGS) – services via phone, IVR, Web, Email
• Realize Governor’s Shared Technology Initiativeo Converge multiple statewide networks onto a single ATM/IP
network
o Ease administration, increase reliability, and reduce costs.
o Share telecom resources across autonomous state agencies to reduce infrastructure costs
o Minimize operational costs at the agency level
The State of Minnesota’s Hosted VoIP Solution
CustomerData
Router
Administrators
IP PBX
Department of RevenueDataData
ConvergedConvergedNetworkNetwork
LD BypassLD Bypass
PSTNPSTN
InterTechnologies Group (ITG)Hosts Core Technology
Secretary ofState
Agency N
• Carrier class
• Fully partitionable for individual agencies
• Manageable by the State
Department of Revenue
Current Scope of State of Minnesota Network
• 12 Agencies Configuredo 1650 IP-Phones o 14 Discrete IP Contact Center Agents (300 agents)o 70 Self-Service Applications
• 3 Languages (English, Hmong, Spanish)• Speech Recognition• 6 Self-Service Applications (Tax return status)• Voice Forms for Form Request or Address Change
o Blended Outbound Dialing• Dialer used from two different sites• Campaigns handle both incoming and outgoing calls• CTI screen pop
• 6 Agencies in the pipeline
VoIP Benefits for the State of Minnesota
• Improves Customer Serviceo e-Government serviceso Provides robust services to smaller agencies
• PSTN Bypass o Department of Revenue - $100,000 a year
• Manageable by the stateo Partitioned, Multi-level administrationo Agencies can choose to administer (or not)
Managed Like a Hosted Solution
Adds and Changeso IP Tel userso Agents, Skills, TeamsDay to day operationso Agent, supervisor,
management applications
RO
UT
INE
A
GE
NC
Y A
DM
INI T
G
Core system management
Set up administrator 1 Set up administrator 2 Set up administrator 1
Set up Site A Set up Site B
Initial company provisioning
Adds and Changes– IP Tel users– Agents, Skills, TeamsDay to day operations– Agent, supervisor,
management applications
Adds and Changes– IP Tel users– Agents, Skills, TeamsDay to day operations– Agent, supervisor,
management applications
Distributed Enterprise Communications
Challenges• Customer Serviceo Sites are communications islandso Customer service is inconsistent from site to siteo Limited options for communications features at smaller locations
• Efficiency/Productivityo Idle agents at remote sites and in contact centerso Revenue is lost due to lack of available resourceso Limited or inconsistent visibility (reporting) to disparate locations
• OPEXo PSTN Charges
• Queuing, IVR and 800 • Internal and External LD
o System management is not cohesiveo Cost of redundant telecom systems
Challenges grow exponentially with a greater number of sites.
Case Study:
IndustrialParts
Supplier
400 Sites
Customer Overview
• Largest industrial supply distributor in the United States
• 400 sites organized by branch, district (market) and region
• Strong bias to serve customers at the local branch
• 80% of orders reached in the local branch by phone
• Product experts in the branches – years of experience
• Tried a centralized call center approach – not successful – hard to duplicate branch expertise and local knowledge (Manhattan vs. Des Moines)
Prior to Spanlink_Cisco Solution
• Branches small independent call centers
• Corporate resources reached via 800 number
• Poor visibility to service levels on calls
• Limited flexibility to manage resources
Previous PBX Environment
Technical SupportTechnical Support
LongLongDistanceDistance
(800) Carrier(800) Carrier
LocalLocalExchangeExchange
CarrierCarrier
Branch 1Branch 1
Executone
LocalLocalExchangeExchange
CarrierCarrier
Branch 2Branch 2
Comdial
LocalLocalExchangeExchange
CarrierCarrier
Branch 289 Branch 289
Avaya
CreditCredit
Data CenterData Center
Data NetworkData Network
Strategic Project Profile
• Customer Goalso Increase Revenue Generation Opportunities o Preserve the Successful Branch Model o Save Customers Time, Money and Effort – The Perfect Ordero Provide a Consistent World Class Customer Experienceo Reduce OPEX and CAPEX
• Customer Visiono Looked beyond the constraints of existing environment – the way
it’s always beeno Clean paper - better architected solutiono Focus on how to solve the business problem
• Customer’s Mission Statement o Don’t be First!
New Customer Interaction Network
Branch 1Branch 1
LocalLocalExchangeExchangeCarriersCarriers
Site 1
LongLongDistanceDistance
(800) Carrier(800) Carrier
CallManagerUnityOutbound Option
CallManagerUnityOutbound Option
BranchOffice 3BranchOffice 3
Branch 2Branch 2
Site 2
IP WANIP WAN
SpecializedContact Centers
SpecializedContact Centers
CentralControl™IP Communications Management System
All Agents are BusyCall Queued at the Edge
Agents are Available
RoutingControlledat the Core
Call is Transferred When Agent Accepts ItCall Transferred if Required
MarketRouting™
If service level not available, call is queued to other branches in the:
• Sub-Market• Market• Call Center
ContactCenter
MarketRouting™
BranchBranchCC
BranchBranchBB
Chicago Region
If service level not available, call is queued to other branches in the:
• Sub-Market• Market• Call Center
BranchBranchDD
BranchBranchFF
BranchBranchGG
BranchBranchHH
BranchBranchEE
BranchBranchKK
BranchBranchJJ
BranchBranchLL
BranchBranchII
BranchBranchAA
Market A
Partitioned, Multi-Level Management
• Deployment•Deployed at a Rate of 30 Sites Per Week
•Unified, Partitioned Administration Saved 2 – 4 Hours Per Branch
• Management•System is Controlled at the Core
•Sites Have the Ability to Control their Own MACs
• Contact Center Caliber Reporting•Unified, fully-partitioned reporting
Performance Reporting Before
16 Chicago Market Branches
89%
90%
91%
92%
93%
94%
95%
96%
97%
98%
99%
100%
Jan Feb Mar Apr May
95.8%
91.7%
96.2%
90.5%
95.2%
89.1%
90.4%
98.2%
93.7%
95.6%
Source: Spanlink Central Control Reporting
Percent of Calls Answered Within 20 Seconds
Low
Avg.
High
June July
97.3%
98.9%99.4%
96.9%
Telephone Service Level Results
92.1% 92.4% 92.6% 92.6%
96.9%
98.3% 98.4%
Aug
96.9%
94.0%
96.0%
“Making it Simple For Customers”
Before CSTP
After CSTP
Presentation to Financial Analysts after Chicago Pilot"We launched the telephony project in May and since then have converted more than 100 branches to the new system and have seen some great benefits. In the Chicago market, where all 16 branches have been on the new system for a few months, the percent of calls answered within three rings went from 92 percent to 98 percent practically overnight. We anticipate incremental sales between $1 and 2 million dollars in the first full year of implementation because of the ability to connect customers to other parts of the business. ... Because of these early results, we are accelerating the roll-out of the telephony project."
Chairman and CEO
2004 Year End Earnings Release
“the stronger fourth-quarter and full-year results reflected an upgraded logistics network, improved products availability, an expanded sales force, new communication technology at the branch level, and a market expansion program.”
- Chairman and CEO
Customer Interaction that Spans the
Enterprise
Knowledgebase
Speech Q&A
Web Q&A
Central Control Reports1) Q
uery via web
2) Query via voice
D) Manage & Report
A) Allow Customer to escalate
B) Customer in
quiries & answersC
) Supervisor
Chat via C
AD
Supervisor
Agent
Summary• VoIP is Transformational• Opportunity to Redefine Customer
Interaction
o What’ Your Vision?• Focus on how to solve the business problem
o What are the possibilities?• No geographic constraints
o Build a solution that delivers results:– Enterprise-wide improvements efficiency, productivity
and customer satisfaction
Thank You!Brett Shockley, CEO
brett.shockley@spanlink.com763-971-2114
Questions?
Recommended