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AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Published byLeah Hoover Modified over 10 years ago

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Presentation on theme: "AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s."— Presentation transcript:

1 AIRS 2009

2 WIN 211 Circa 2006

3 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s PBX 00s

4 REMOTE AGENT EXTENDER E-MAIL/CHAT RECORDING The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER PBX IVR ACD WFM CTI CSAT CBT WISH LIST CTI IVR

5 Multi-Site Challenges REPORTING PBX ACD WFM CSAT CBT REPORTING RECORDING PBX ACD CTI E-MAIL/CHAT REMOTE AGENT EXTENDER PBX IVR ACD Time of Day % Allocation Busy No Answer

6 Hub & Spoke REPORTIN G PBX ACD WFM CSAT CBT REPORTIN G RECORDI NG PBX ACD CTI E- MAIL/CHA T REMOTE AGENT EXTENDER PBX IVR ACD

7

8 Changing The Traditional Model REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s PBX 00s

9 Changing the Traditional Model PBX REMOTE AGENT EXTENDER

10 SaaS

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