Post on 13-Dec-2015
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Speakers
Rich AlexanderPresident
The Alexander Group
&
Walter KenrichVP, Product ManagementVertical Communications
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
The Alexander Group
Serving Customers in 28 States
Headquartered in Louisville, KY
Partnered with the Best
Providing Custom Business Technology
Solutions
In Business Since 1989
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com©2007 Vertical Communications, Inc.
Vertical Communications, Inc
• Leading provider of communications systems and applications to the SMB market in North America
– IP, hybrid and KTS systems– Portfolio of horizontal and vertical market applications– New converged voice and data products
• Over 1,800 channel partners– Servicing customer base of over 200,000
• Mission – to become THE leading provider of communications solutions to the SMB market
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Session Objective
How small-to-medium sized businesses (SMBs) can learn how to:
– Leverage PBX integrated contact center capabilities
– Enhance business success
– Importance of utilizing existing employees to enhance everything from improving business processes, to acquiring new customers, to strengthening customer loyalty.
In this session we will also present customer case studies.
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
• The Changing Virtual Workplace– Geographically dispersed teams– Increasing numbers of teleworkers– Anywhere, anytime access is assumed– If your Phone rings…you have a
contact center
• Not all calls are created equal– How do you ensure your best
customers get to the right person.
• Streamlined communications offer business agility
– Improved customer service– Enhanced productivity– Support for better decision-making
Business Communication Evolution
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Why is a contact center useful?
Provide live answer of all calls to improve the customer experience
Better utilize resources, by making sure the best person takes each call
Improve customer service by monitoring calls live and through recordings
Increase sales with outbound call campaigns
Maintain customer loyalty by reaching out with outbound call campaigns
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Contact Centers Used to Be Only Large Enterprises High payroll to hire the agents
Building to house the agents
Expensive technology to enable the agents
Custom reporting to manage the agents
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Today Small Businesses Can Have A Contact Center
Today’s technology allows distributed contact centers.
Phone Calls
Agents at home require less compensation
No office space to house agents
Contact Center capabilities cost less
Reporting built right in to newer systems
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Case Study - Medium Logistics Company
250 users at 9 locations
65 person call center in 5 teams
Contact center features can be provided for a large number of agents cost-effectively
Central call center provides 24x7 coverage for all 9 locations
Locations connected by regular phone lines not VOIP
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Case Study - Small Medical Supply Company
20 users
7 person call center for taking orders
Call center has users at home with IP phones
Call center features allow home users to be actively managed
Cost-effective deployment for small company
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com
Tips to Remember 1. Don’t have to have agents in a central office.
2. Don’t have to use VOIP to enable a distributed contact center.
3. Don’t need expensive managed data connections for each agent.
4. Don’t have to pay an arm and a leg to get contact center capabilities.
5. Can manage at home workers with centralized technologies today.
6. Can have outbound contact center with at-home workers.