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Trinicom België
Multichannel Customer InteractionKoen Prikken
Managing Directorwww.trinicom.be [email protected]
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[Trends, Your Challenge?]
Over 50% of customers regularly use the Internet and e-mail to approach an organisation
Within a few years, 25% of customer contacts will take place by e-mail
In 80-90% of cases, e-mail is sent from the web site
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[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
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[ Key Pains]
Written communications not consistent. different general email boxes. No intelligent routing. Aim to reply in 24 Hrs Email growing in number and not consistent replies. No stats on answer turnarounds. Historical product information exists but is not readily
accessible (dispersed info).
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[How eContacts Are Handled Now]
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OutlookE-mail
historyFAQ’s 2FAQ’s•“Old” e-mails•Text blocs
[How eContacts Are Handled Now]
IVR / ACDphone
1Info/FAQ’s history
Info/FAQ’s•Intranet•Website•Pdf/doc
WebsiteInternet
historyFAQ’s 3
FAQ’s•HTML pages•CMS content
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Advantages
•Reducing Costs•More service
Webselfservice
E-mailresponse
Callmanagement
Reporting
Contentmanagement
Internet
phoneIVR CTI ACD
Trinicom T5™
history
Knowledge1
1
E-mailmarketing
E-mailtracking
1
SLA-monitoring
Workflow
Contactmanagement
[The Solution: Trinicom T5™ ]
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[What Does Trinicom Do?]
Dutch company, active since 2000 Producer of multi-channel customer interaction management software
T5™ Web self-service (Internet) E-mail response management (inbound e-mail) Chat (inbound service chat) Agent support (call logging and scripting) Analysis (business performance measurement) E-mail marketing (outbound e-mail)
Development, sales, implementation and support Market leader in the Benelux > 130 installations 25th in Deloitte Technology Fast 500 EMEA 2005
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[Belgium]
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Information?
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Browsing a category
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Dynamic FAQ
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Don’t find the answer?
Ask a question
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Thanks! You’ll get an
answer within…
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Trinicom Belgium NV
Interleuvenlaan 62
3001 Heverlee
Koen Prikken
[any questions?][start here]Business & Decision
Omwentelingsstraat 8
1000 Brussel
Valerie Viverette