IndexPrevious Trinicom België Multichannel Customer Interaction Koen Prikken Managing Director

IndexPrevious [Trends, Your Challenge?]  Over 50% of customers regularly use the Internet and to approach an organisation  Within a few years, 25% of customer contacts will take place by  In 80-90% of cases, is sent from the web site

IndexPrevious [Trends, Your Challenge?]  Customer contact volume grows by 10-15% annually  Organisations need to reduce customer contact costs  Customer satisfaction and the service level have to rise

IndexPrevious [ Key Pains]  Written communications not consistent.  different general boxes.  No intelligent routing. Aim to reply in 24 Hrs  growing in number and not consistent replies.  No stats on answer turnarounds.  Historical product information exists but is not readily accessible (dispersed info).

IndexPrevious [How eContacts Are Handled Now]

IndexPrevious Outlook history FAQ’s 2 “Old” s Text blocs [How eContacts Are Handled Now] IVR / ACD phone 1 Info/FAQ’s history Info/FAQ’s Intranet Website Pdf/doc Website Internet history FAQ’s 3 HTML pages CMS content

IndexPrevious Advantages Reducing Costs More service Web selfservice response Call management Reporting Content management Internet phone IVR CTI ACD Trinicom T5™ history Knowledge 1 1 marketing tracking 1 SLA-monitoring Workflow Contact management [The Solution: Trinicom T5™ ]

IndexPrevious Costs [more service - less costs] Telephone Post/fax Volume of customer contacts Before implementing T5™ Post/fax Telephone Self- service Volume of customer contacts After implementing T5™ Saving Self-service Post/fax Telephone Cost per contact channel Post/fax unchanged Lower volume Lower costs per Telephone: Lower volume Lower costs per contact Self-service: High volume Low costs per contact Saving: >> Volume with = people = Volume with << people >5% reduction Telephone traffic >50% reduction traffic

IndexPrevious [What Does Trinicom Do?]  Dutch company, active since 2000  Producer of multi-channel customer interaction management software T5™  Web self-service (Internet)  response management (inbound )  Chat (inbound service chat)  Agent support (call logging and scripting)  Analysis (business performance measurement)  marketing (outbound )  Development, sales, implementation and support  Market leader in the Benelux > 130 installations  25 th in Deloitte Technology Fast 500 EMEA 2005

IndexPrevious [Belgium]

IndexPrevious Information?

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IndexPrevious Dynamic FAQ

IndexPrevious Don’t find the answer? Ask a question

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IndexPrevious Trinicom Belgium NV Interleuvenlaan Heverlee Koen Prikken [any questions?] [start here] Business & Decision Omwentelingsstraat Brussel Valerie Viverette