1. Moderated by Art Rosenberg
Unified Communications in the Contact Center Preparing For “Customer UC”
Moderated by Art Rosenberg

2. Panelists John Kelly – Regional Sales Vice President,
Altitude Software
David Zibelman – Area VP Channels Development
CosmoCom
Corey Brundage – VP, Product and Marketing
Fonality

3. The “WHY” of Customer UC
Satisfy and retain customers
Generate revenue
Contact flexibility
Agent productivity
Customer productivity”

4. Overview of “Customer UC”
Live Assistance Endpoints
Automated Self-Service Applications
Customer
Endpoints
Wired phone
PC*
Cell phone
Smart phone
Automated People Access
(Person-to-Process-to-Person)
Automated Information/Process Access
Not just person-to-person
METRICS
CE SATISFACTION
PERFORMANCE
COSTS
Agents
Experts
Partners
Text/Graphics
Voice
Video
Copyright © 2008 The Unified-View

5. What UC Will Change In Your Call Center Operations
Technologies
Information access
Locations
People contact needs
Procedures
Terminology

6. It’s Not Just About Voice Conversations!
Consumers have new real-time options for both information access and contacts with people
IP and SIP networks
Web access
Search
Instant Messaging
Social networking
Presence and availability (People)
Mobile notifications (accessibility)
“Contextual Contacts”

7. The “What” of Customer UC
Networks - Wired, wireless, VoIP, SIP
Telephony – Voice calls, conferencing
Messaging – Text, voice, real-time
Self-service applications – Online, Voice
Device independence, multimodal interfaces
Mobility – Availability vs. Accessibility
Person-to-process-person contacts - Routing, Presence, Social networking
Process-to-person contacts- CEBP
New modes of customer interaction

8. Personalizing The “WHO” of Customer UC
Customers
Agents – Live assistance
Experts – Decision makers
Business partners – Action takers
Automated business process applications (Self-services, notifications)

9. Mobile Smart-phones Changing the customer care paradigm
Self-service interfaces
Automated proactive outbound contacts
CEBP
Visual outputs more efficient than speech
“Click-to-call” (contextual contact) options
Accessible customers and available assistance

10. UC for Callers vs. Agents
First Contact Resolution
New response options for “smart-phone” users?”
“Consumer UC”
Agent performance requirements
How efficient can agents be when customers contact needs change dynamically?

11. Getting From Here To There
Legacy technologies
Agent needs
Customer needs
Where do you start?
How do you start?
Who is in charge?
Will you need outside help planning for Customer UC?
If I gave you all the UC technology for free, would you know what to do with it?

12. Where Is Customer UC Technology Today?
Understood by market?
Technology/service providers
Business management (SMBs vs. Large Enterprises)
IT management
Individual customers (Consumers)
Hardware vs. software infrastructures
Technology Products vs. Services?
Customer support staffing alternatives
Implementation and migration strategies

13. Customer UC Issues – Panelist Views
Who should be in charge of Customer UC migration planning? What are the different roles for IT, Operations, LOB management?
What traditional call center processes will be changed first by UC? Which won’t?
What are key considerations for presence in a Customer UC environment?
How will business process applications be affected by “CEBP?”
How should new Customer UC capabilities be “trialed” and implemented”
What will agent desktop requirements be for ”multimodal” customers?
What Customer UC features and functions benefits are most important to customers? How will they be measured?