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Unified Customer Communications
A New Paradigm and its Requirements
Empowering the Reachable Enterprise• CosmoCom provides a full-featured
all-IP, multi-tenant, inbound/outbound contact center platform
• Our mission is to optimize communication between organizations and their customers.
• Our contact center systems are making enterprises more reachable & responsive, improving the customer experience, and reducing costs for companies on every continent.
UC Today
• Focus on internal communication of an organization• It’s really…
Unified Enterprise Communications – UEC
• Business case and ROI for UEC based mainly on productivity
Unified Customer Communications – UCC
• Start with Unified Communications• Apply its principles in the Contact Center
• And you get…
Unified Customer Communications
• …actually, it’s been around for a while.
Is UC New?
• First Campaign – 1998
• “Unity is Beautiful”
Unity is Beautiful I
“Integrated”Call Center
“Unified”Contact Center
Unity is Beautiful II
Unity is Beautiful III
Unified Customer Communications – UCC
UnifiedCommunications
Unified Customer Communications – UCC
UnifiedCommunications
ContactCenters
Unified Customer Communications – UCC
UnifiedCommunications
ContactCenters
Unified Customer Communications – UCC
ContactCenters
UnifiedCommunications
Unified Customer Communications – UCC
UnifiedCustomer
Communications
Unified Customer Communications – UCC
UCC Business Case Elements
UnifiedCustomer
Communications
Unified Customer Communications – UCC
UCC Business Case Elements
• Productivity & Cost
Like UEC
UnifiedCustomer
Communications
Unified Customer Communications – UCC
UCC Business Case Elements
• Productivity & Cost
• Customer Loyalty & Revenue Growth
Like UEC
UnifiedCustomer
Communications
Unified Customer Communications – UCC
UCC Business Case Elements
• Productivity & Cost
• Customer Loyalty & Revenue Growth
Like UEC
Over & Above UEC
The UC Equations
““UC” = UECUC” = UEC
UEC + UCC = (UC)UEC + UCC = (UC)22
Elements of UCC• ACD for all-media: UC with Universal Queuing
– Telephone, voice mail, email, IM chat, etc.
• Single communication ID for customers & companies• Unified Agent Client (& Supervisor) w/ Presence• Unified Multi-Site Contact Center (Virtual Contact Center)• Unified Infrastructure (Multi-Virtual)• Unified Self-Help – ACD - Agent• Unified Administration & Reporting• Unified Recording & QA• Unified Customer Info & Interaction History• Unified UCC + UEC (UC)2
“The Company is the Contact Center”
Unified UCC & UEC
• Single call switching fabric• Single device – SIP Phone or Softphone• Enterprise wide ACD Routing• Enterprise wide Transfer & Conference• “The company is the contact center.”
The UC Equation
UEC + UCC = (UC)2
The UC Equation
UEC + UCC = (UC)2
The UC Equation
UEC + UCC = (UC)2
Contact Center
The UC Equation
UEC + UCC = (UC)2
Contact Center
CosmoCom
Thank You!
www.cosmocom.com
