1 The Future of the Contact Center –Rich Tehrani –President –TMC –

2 TMC  33 Year Old Publishing And Trade Show Company  First Magazine in Contact Center and VoIP Space  TMCnet.com in top 6,700 sites in World

3 Your Future is VoIP  What is it?  Regular Voice  Voice over IP Voice

4 Where Did it Come From?  Hobbyist Toy

5 The Terms  Internet Telephony  IP: Internet Protocol  IP Telephony  VoIP: Not Really Fax or Video But Doesn’t Matter

6 Obvious Benefit: Cost Savings  Consumers  Enterprise  Service Providers  Contact Centers

7 More Benefits: Contact Centers  Remote Agents  Distributed Contact Centers  Offshoring – Indirect Cost Savings  Single Wire – Easier Management  Knowledge Workers

8 Other Benefits?  Presence  Less Equipment  Browser-Based Phones

9 When? Today – Really, I am Not Kidding. Seriously... IP Telephony is Telephony  Now the Safe Choice  Anything Else is Legacy  No Vendor Left Behind  No Service Provider Left Behind  No Cable Company Left Behind  No Wireless Provider Left Behind

10 How Does Business Benefit?  Seamless Connectivity  Virtual Enterprise  Easy Video  New Services  More Flexibility  Wireless Benefits – Soft Client or Phone

11 Case Study: Retail  Customer Calls to ask About Holiday Hours  Sales Clerk is Doing Inventory on PDA  Call is Transmitted to PDA via WiFi Telephony from PBX/ACD  CRM Data is Transmitted as Well  Clerk Sees That Customer Likes to Own the Latest Shoes and Mentions the new Shipment that Came in  Customer Must Have Latest Shoes – Sale is Made

12 More Business Benefits: Hosting Becomes Easy  VoIP Allows Agents and Host to be Anywhere – Saves $  Allows Distributed Contact Center and Flexible Business Growth  Reduces Capital Expenditures

13 New Business Ideas  Video Kiosks  Call-Me Buttons  Better Sound – Headset Vendors

14 Standards  H.323 – Video  SIP –Intelligent Endpoints –Can Register Dynamically Like –Signaling and Media Paths are Independent –Presence Built in

15 Where Do I Start?  Every New Technology Has Important Nuances

16 Heed Warning Signs

17 Heed Warning Signs Bandwidth IssuesSecurity QoSFind Solid Vendors

18 One Step at a Time  You Can Migrate To IP  Some Agents  Remote Agents  Soft Clients  Not All Or Nothing

19 Cleanse Palette

20 Communications The Future Of

21 Can’t Live Without it

22 Is Stressful

23 Office Phone Home Phone VoIP Cell Phone Voice Contact

24 Office Phone Secretary Home Phone VoIP Cell Phone Voice Contact

25 Office E- mail IM SMS Gmail Secretary Contact

26 Boss Calls Take Call Chicken or Fish Lose Customer Customer Typical Situation

27 Mass Confusion VoIP Productivity Boosting Converged Applications Communications Software Mobility Solutions Real-Time Communications This Won’t Solve Anything

28 To Get Rid Of These Pesky ARROWS!!!!! We Need What Are We Doing?

29 Company Supplier Component Maker Customer ManufacturingJust In Time

30 Take Boss Call Customer Call Boss Customer Friend CommunicationsJust In Time

31 Is Really The Real Reason We Purchase Technology! This Term CommunicationsJust In Time

32 Technology Changes Solutions Last

33 Where Are We Headed?  Incredibly Flexible Communications –Find Me – Follow Me  WiFi Telephony – Video  Linux Telephony – Lots of Activity  Person Not Device  Presence Genius

34 Presence Genius  Do I Know You?  DND  Polite Rejection  Minimize Interruption

35 Processes More Important Than Technology  Get Systems in Order  Stop Bouncing Around Customers  Share Data Between Agents and Departments  Answer  Integrate Phone, Chat and Web

36 Don’t Let JITC Pass You By

37 The End –Thank You For Attending And Listening And –Thank You Interactive Intelligence/Vonexus For Inviting Me! – –Blog: tehrani.com »Rich Tehrani »President »TMC