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CHANNEL WEBINAR: The Connected Enterprise Operator Consoles for MS Lync are just the beginning NIGEL OLDING – PRODUCT MANAGER EMILY BLOOMFIELD – CHANNEL.

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Presentation on theme: "CHANNEL WEBINAR: The Connected Enterprise Operator Consoles for MS Lync are just the beginning NIGEL OLDING – PRODUCT MANAGER EMILY BLOOMFIELD – CHANNEL."— Presentation transcript:

1 CHANNEL WEBINAR: The Connected Enterprise Operator Consoles for MS Lync are just the beginning NIGEL OLDING – PRODUCT MANAGER EMILY BLOOMFIELD – CHANNEL MARKETING MANAGER

2 Customer service  Customers are willing to self serve – given the right tools  Customers expect to be able to interact on their terms 24/7  Customers want consistency on any device, channel, location, anytime  Rapid adoption of smart devices are driving customer behaviours  Multiple communications channel – Social Networks, webchat >300 m connected users 5M The Un Relenting Rise Of Skype & Lync What we’re seeing in the market Connecting your PBXs A revolution of shifting away from a traditional PBX-based approach to managing customer engagement to an approach unified communications platform such as Cisco Jabber, Microsoft Lync, NEC. Microsoft Lync / Presence Connection  Rapid adoption of Microsoft Lync, launch of 2013  Connecting presence information into the Contact Centre  Shift from traditional voice and PBXs Need to consolidate contact centre infrastructure  Mergers and acquisition – reduction in property, reconfiguration of infrastructure  But yet need to have visibility and localised control ! Increased business agility  Make the contact centre more flexible – changes can be made immediately  Actionable intelligence to make future decisions ! Partners  Are looking for new ways to differentiate and add higher level value – the alternative is commoditisation on price  Stickiness of consoles,contact centres brings increased revenues in other areas  Take customers on a journey by adding on functionality !

3 Connected Enterprise – Bringing Customers Closer Connected Enterprise 1.Seamlessly connect your customers and employees. 2.Connect all elements of customer activities console, contact centre, recording and self service 3.Connect your systems, CRM, Channel & operational/transactional 4.Connect front, middle and back office 1.Seamlessly connect your customers and employees. 2.Connect all elements of customer activities console, contact centre, recording and self service 3.Connect your systems, CRM, Channel & operational/transactional 4.Connect front, middle and back office 1.Customers can communicate on any device, any media, anytime 2.Presence allows communication with experts within the business 3.Create actionable intelligence and communicate across the business 4.Allow customers and partners to communicate and support each other 1.Customers can communicate on any device, any media, anytime 2.Presence allows communication with experts within the business 3.Create actionable intelligence and communicate across the business 4.Allow customers and partners to communicate and support each other 1.Collaborate front-line staff with back office creating positive outcomes for the organisation and customer. 2.Collaborate by bringing existing knowledge and new/ legacy technologies together to regain balance between the drive to cut costs and enhance customer service. 1.Collaborate front-line staff with back office creating positive outcomes for the organisation and customer. 2.Collaborate by bringing existing knowledge and new/ legacy technologies together to regain balance between the drive to cut costs and enhance customer service. ConnectCommunicate Collaborate Stay connected to your customers, employees and partners From operator consoles to advanced contact centre solutions, our diverse portfolio of customer contact solutions keeps customers seamlessly connected across your business. We can connect products to suit customers and business needs from contact centre, consoles, QMS to self service, integration tools allowing them to bring together customers and business. Solution Take the journey through the contact centre & beyond. Discover how connecting your enterprise will bring customers closer Multichannel Contact Centres Self Service Operator Consoles Quality Management Suite

4 Why Enghouse Interactive for Lync? Over 20 years experience in voice applications – a deep understanding of legacy, current and future UC technology. Compelling interaction management solutions provides Microsoft partners with differentiation, increased revenue and further strengthens customer relationships. A full portfolio of services to augment those provided by partners, to ensure that the solution is scoped, delivered and supported to the highest quality standards. Sales, marketing and support tools and services ensure that reseller partners succeed in selling Enghouse applications for Microsoft platforms. Cross platform support for other vendor technologies – assists customer migration to Microsoft Unified Communications. Over 20 years experience in voice applications – a deep understanding of legacy, current and future UC technology. Compelling interaction management solutions provides Microsoft partners with differentiation, increased revenue and further strengthens customer relationships. A full portfolio of services to augment those provided by partners, to ensure that the solution is scoped, delivered and supported to the highest quality standards. Sales, marketing and support tools and services ensure that reseller partners succeed in selling Enghouse applications for Microsoft platforms. Cross platform support for other vendor technologies – assists customer migration to Microsoft Unified Communications. Stay connected to your customers Customer Contact Applications for Lync

5 Extend your MS solution’s reach with additional applications that can see improved efficiencies in performance and management and provide a presence integrated service to you and your customers Integrated Solutions for Microsoft Lync Helpdesks / Service Desks/ Contact Centres Quality Management Suite Operator Consoles

6 Extend your MS solution’s reach with additional applications that can see improved efficiencies in performance and management and provide a presence integrated service to you and your customers Integrated Solutions for Microsoft Lync Operator Consoles ◆ Highly scalable, integrated solution ◆ Advanced telephony features ◆ Rich directory and presence information ◆ Intelligent queue-based call routing ◆ Intuitive interface for fast call transfers ◆ Integrated with CC or stand alone ◆ Available on a variety of PBX platforms

7 Why does a business need a specific console solution

8 Gateway in to the business

9 The Value of Attendant Consoles ◆ A phone operator is the gateway between customers and the organisation ◆ Provide operators with the tools they need to quickly and efficiently handle interactions: ◆ Transfer to the right destination, first time, every time ◆ High call volumes handled quickly and accurately ◆ Consistent, professional service ◆ Prioritise high value/urgent calls ◆ Create exceptional customer experience and a professional impression ◆ Increase operator productivity Do you know which department they are in Do you know which department they are in I haven’t heard of her – does she work here I haven’t heard of her – does she work here I don’t know if any one is there at he moment I don’t know if any one is there at he moment

10 Not all calls are the same In many organisations there is a need to segment calls VIP callers Council members Company directors Gold partners Nuisance callers Send to vmail 2222 - Cardiac line Emergencies happen Snow days High volume peaks There is more to a business class operator than just a contact list

11 Handling unstructured calls When calling into a business, customers expect: - ◆ To be answered quickly and appropriately ◆ To speak to someone who understands the business ◆ For that person to find the right contact immediately ◆ To know the status of that individual (if required) ◆ To be given choices as appropriate (messaging etc) ◆ For the operator to be able to perform complex telephony operations for them ◆ To be recognised if returning to the operator, and for the interaction to continue uninterrupted ◆ For call traffic to flow correctly based on business rules, peak periods, location and attendant activity

12 How EI meets these requirements A screen based attendant console, helpdesk and directory solution A client-server based software solution Console-specific telephony features Based around the EI contact centre engine to provide rich call handling and supporting modules Configurable business rules Embedded announcement options Rich historical and real time reporting Integrated recording of calls and screen activity Wallboard for real time data and alerts Score cords

13 How EI Operator Console meets these requirements ◆ A delivery formula that combines the intelligence of queue- based routing with the unique requirements of operators, whether front desk or back office ◆ A screen that combines traditional call management tools with an intuitive UI, and lots of innovative features ◆ Matching the caller ID against your contact database means that operators see the caller’s name as the call arrives ◆ Relevant notes help the operator to make decisions on how calls should be answered ◆ One-touch call handling provides options to answer, transfer, hold, or make calls

14 Attendant Console for Lync Enterprise Class Call Routing Seamless Integration into Lync Voice Presence from Lync, Skype, Exchange, Traditional Telephony Reporting & Analytics Designed for Operators

15 Operator Console for Lync The Call Type tells the Operator a little bit about the call even before it’s answered Presenting details about the call’s Previous Handling saves time and frustration for the caller Finer details help all aspects of processing the call Both new and experienced operators find Console’s clear and consistent interface simple and intuitive to use. ZCC blends the traditional approach with a smart set of modern tools Both new and experienced operators find Console’s clear and consistent interface simple and intuitive to use. ZCC blends the traditional approach with a smart set of modern tools The source of the calls, and all inbound call details, always appear on the left-hand side… The destination of the calls, including transfers and all outbound call options, are on the right Special Info/Notes about the caller stored in the Phonebook can assist the Operator handle the call diplomatically and accurately Mode Buttons let you change call delivery for ‘Night’ or ‘Lunch’, with just one click; the system takes care of everything. Calls are automatically re-routed and the right caller greetings are played for a specific time of the day or for special occasions. The current or Active Call displays the Caller ID and name (based on the corporate Phonebook database). The operator gets a head start on every call and can easily multi-task: a must for most modern receptionists

16 Longest Parked / Longest Wait: See the waiting time of the oldest calls in the queues Calls Waiting: The colored ‘spot’ indicates priority, set for each queue by the administrator Calls Waiting: The colored ‘spot’ indicates priority, set for each queue by the administrator Parked Calls: See all calls parked, at any extension. The global icon identifies calls parked by others. The personal icon identifies the Operator’s own calls. Staying In Control

17 Lync Presence Icons display the presence status of each user Or transfer calls using Presence Buttons: Click a button to call someone. Right-click for other addresses or options Mouse Over a button to see Skype and Lync presence for users Phonebook database stores frequently called contacts Presence Button drop-down: Click the small phone in the corner of the Presence button to drop down a list of available addresses Automatic Presence Button Locator: Highlights the Presence button as soon as you start typing a name in the Destination Field Finding the Right Destination Destination Field for call initiation or transfer Phone Status Icons display call activity for all Zeacom users: In/Outbound/Queue

18 Quick Find’s Smart Search Type your search characters Get results Instant search results with each call experience save time and frustration for operator and callers Check Availability

19 Contact Tagging Tag internal database contacts for even smarter searching

20 In Summary – Smart Features So Far ◆ Quick Transfers: Avoid the most time-consuming tasks in a traditional reception environment. ◆ Use point-and-click functionality and one-touch call handling ◆ Use the fastest, most accurate tools for call transfer execution ◆ Reduce call processing times and associated labor costs ◆ Presence: Speed up call handling and customer service ◆ Information about contacts enables better handling options ◆ Save time and avoid multiple handling of calls ◆ Inform Callers of availability of the person they wish to contact ◆ Never pass calls to somebody who isn’t there ◆ Caller Display: Shave seconds off each call ◆ Immediately see a caller’s name and notes ◆ Decide how to answer calls and in what order ◆ Prioritize top customers, so they are never kept waiting More…

21 Supporting Module - Real-time and Historical Management Info

22 Interaction Recording / Quality Monitoring Capture and evaluate calls to manage service quality ◆ Call Record - record all calls or on demand to listen to how your users handle customer calls ◆ Screen Record – review the agents desktop alongside a audio recording ◆ Evaluate provides customized score cards that simplify the process of auditing agent performance ◆ Silent Monitor – Listen in to the agent call in real time ◆ PCI Compliance

23 Computer Recording - Screen Capture Synchronised audio and full screen playback

24 Agent Evaluation - Score Cards Audio section bookmarked to question

25 Agent Evaluation Reports

26 “Our operators need to feel protected and on-demand recording enables us to provide the security they need” “A single access point for all my recordings across multiple sites plus I can ensure consistent service at all our sites across Europe” “We have significantly reduced our training by using recording and monitoring to identify best practice for call handling” How Our Customers Use Call Recording

27 Console Differentiators In summary to be an business class console you need:- ◆ Flexible call routing engine – SBR, multiple queues, call priorities ◆ Announcements – Auto attendant, in queue messages ◆ Reporting – you cant manage if you cant measure ◆ Flexible operational modes – Emergency mode, night service ◆ Strong directory – often more than contact numbers ◆ Shared notes ◆ Resilience – automatic overflows

28 An Overall Investment with a Quick ROI ◆ Reduce operator costs ◆ Improve productivity – Avoid time wasting on manual tasks ◆ Speed up call handling – Less staff can handle more calls ◆ Reduce Operational expenses – No need for temporary back-up staff ◆ Reduce call abandonment rates – Don’t miss out on valuable business opportunities ◆ Let the operator / back-up operators better handle peak calling times ◆ Improve customer service ◆ Encourage repeat business ◆ Give your high-value customers the VIP treatment ◆ 33% Cost Saving with MS Lync Console

29 How we can help you ◆ Don’t ignore the relevance of attendant consoles in UC solutions! ◆ An important part of the UC solution decision making process ◆ The majority of call reception opportunities need more than just a console! ◆ Reporting, queuing, recording ◆ Take your customers on a journey ◆ Use EI Solutions as your trusted advisor for attendant consoles – we’ll do the selling for you ◆ We’ll assist you with any attendant console opportunity ◆ We’ve been selling attendant consoles for 25 years ◆ We can save you time, and help customers get the right solution

30 Question your customers Find out what call traffic is handled, and how well Find out what happens to callers who don’t know the DDI they need Spend time to understand how departmental, site and campus traffic works Investigate how the corporate directory is maintained Don’t just think console Corporate contact directory solutions are often the start of console deals Businesses of any size need consoles – mid market to large enterprise There is no specific vertical market associated with attendant consoles Attendant Console solutions sold correctly can be VERY high value Adding value and maximise console opportunities Extend capabilities using Call Recording, Workforce Management, etc Enhance customer satisfaction with professional services to configure the solution exactly to the customer’s needs Expand your customers globally with US and APAC support Use our API connectors to integrate with customer’s existing systems How to recognise an opportunity

31 Why Enghouse for our partners? ◆ Solutions that help MS Lync to compete effectively against traditional UC/Voice vendors ◆ Expertise to equip MS channels with more unified communications knowledge ◆ Applications that work in multivendor environments and therefore support migration to Lync ◆ Services that support, reduce cost and risk of entry into UC applications ◆ Coverage across key markets – truly international support to MS partners and customers

32 Marketing Activities Join us for Drinks 5pm – 7pm Encourage attendees to stand to see our new console

33 Where can I purchase ◆ New Partner Programme ◆ Need to be an accredited Partner to purchase through Enghouse Interactive ◆ New Distribution Model ◆ WestCon ◆ 5i Ltd ◆ NEC Contact Tony Davies to discuss in more detail. E: tdavies@enghouse.com

34 Questions ?


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