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IPnett Contact Center Solutions. WorkShop 4th Dec 2013. Presented by Peter Agild.
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Contact Center Workshop
Aker Brygge, 4th December 2013
TEMA
Agenda
• Intro (Peter Agild, Head of Business Area UC)
• Trends and new challenges in the Contact Center
– Knut-Arne Nygård
– Peter Agild
• Avaya updates
– Maksim Lukascuk (Contact Center specialist Avaya)
• Round table discussion
• End of workshop
• Dinner at D/S Louise at 16:30
TEMA
OUR VISIONTo be the most attractive provider of secure, innovative
communication solutions and services in the Nordic.
TEMA
IPnett facts
• Founded in Norway in 1999
• Nordic company with ~120
employees
• Nordic technical team with over
60 highly certified senior
consultants.
• Offices in Oslo, Stockholm,
Lund and Copenhagen.
• Owned by financial investors
and employees.
• Turnover 2012: NOK 250 Million
• Prospect 2013: NOK 330 Million
Company Growth
Company Offices
0
100
200
300
400
500
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99
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20
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Market recognition
Geographic expansion
Establishment
Growth ambition
OsloStockholm
Copenhagen
OsloStockholm
CopenhagenLund
TEMA
Our people
Quality
ChallengerCompetence
Trust
Enthusiasm
• Top professionals
• Spirit for individual growth
• Focus on developing personal
competences and attributes
• Driven by strong company values
TEMA
What we do
Our strength is our combined skills in advanced network technology
and application network requirements.
• Multiservice networks: one
network for all applications &
services
• Increased efficiency and
scalability, secure future
company growth
• 100% uptime and availability
• Increased mobility and efficiency
• Collaboration
• Presence/availability
• Enhanced customer service
• The merger of voice, video,
conferencing and office applications
• Virtualisation
• AAA (across fixed and
wireless networks)
• Encryption
• Monitoring/reporting
• Security reviews
NETWORK SECURITYUNIFIED COMMUNICATIONS
TEMA
CONTACT CENTER TRENDS
SOURCES: AVAYA, GARTNER, NEMERTS, FROST & SULLIVAN AND IDC
TEMA
Trends…
• Social business and B2X
• Big data
• Multimedia and self-service
• Evolution of the contact center agent
• Cloud/hybrid or CPE solutions
TEMA
Social business and B2X
• Twitter and Facebook are becoming
increasingly import for all business (20 %
using social media to communicate with
organizations
• B2X, Business to anything is the new
busword
– The blur between private/work life
• Share information with friends, publicly
complain, compliment, and/or comment on
goods and services, or simply obtain
information about a company and its
offerings.
% using channel to communicate
with organizations
WEB
CHATINTERNET
SELF-SERVICE
PHONE
TWITTER,
STORE
TEMA
Big data
Analytics - Gaining intelligence
from big data
– Keywords, issue, quality problems or
rapidly feedback of campaigns
– More and more import due to the
number of medias and channels
– Your call center analytics can also
help you schedule your agents more
effectively
TEMA
Multimedia and self-service
• Consumers are more tech-savvy than ever. Most are adept at going online
or using IVR systems to get the service they need from businesses without
talking to a live agent.
• Short answers, FAQs and quick updates are typical self-service errands.
• The mobile world, the impact of social media, and the evolution and
consumption of different technologies are forcing and enabling organizations
to become more agile and responsive.
TEMA
Evolution of the contact center
and agent
• The key challenge in building a multimode and
self-service contact center is integration among
various channels. Customers sending mail and
not receiving a sufficient response shouldn't
have to repeat their entire inquiry if they place a
call to the Contact center.
• Customers who do request help from human
attendants generally have more difficult issues to
resolve and require agents who possess
specialized knowledge.
TEMA
Cloud/hybrid or CPE solutions
Next Gen Public CloudOperations
Services
Collaboration Pods
Hosted Cloud EnablementPublic Cloud
Managed Private Cloud
Private CloudBuild Out
CAPEXPerpetualLicense
On-Premises
OPEXSubscription
LicenseCloud
Build Manage Enable Deliver
On-PremiseUC/CC/VideoProducts &
Services
UC/CC/Videoas-a Service
Pri
vate
Public
Hybrid
TEMA
Contact
DENMARK
IPnett A/S, Gammel Køge
Landevej 55, 4th floor,
2500 VALBY
Phone: +45 48 10 75 00
Fax: +45 48 10 75 01
OsloStockholm
Copenhagen
NORWAY
IPnett AS, Vollsveien 2 B,
1366 LYSAKER
Phone: +47 67 20 10 10
Fax: +47 67 20 10 11
SWEDEN
IPnett AB, Dalvägen 8,
169 56 SOLNA
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01
Lund
SWEDEN
IPnett AB, Scheelevägen 27
223 70 Lund
Phone: +46 8 55 50 68 00
Fax: +46 8 55 50 68 01