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The Future of the Contact Center

– Rich Tehrani– President– TMC– www.tmcnet.com

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Here Is The Future

VoIP SIP Speech

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Your Future is VoIP

What is it? Regular Voice

Voice over IP

Voice

VoiceVoiceVoiceVoice

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VoIP Benefits:

Cost Remote Agents Distributed Contact Centers Offshoring – Indirect Cost

Savings Single Wire – Easier

Management Knowledge Workers

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Other Benefits:

Wireless Management Presence -- SIP Less Equipment Browser-Based Phones Better Equipment – More

Competition Push-To Talk

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How Does Business Benefit?

Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client

or Phone Inexpensive Conferencing

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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

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New Business Ideas

Video Kiosks Call-Me Buttons Better Sound Through

Headsets CD Quality Conversations

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Heed Warning Signs

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Heed Warning Signs

Bandwidth IssuesSecurityQoSFind Solid Vendors

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Spam Over Internet Telephony

S P I T

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More Security Issues

Denial Of Service Firewall Issues Customer Data Issues

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SIP

Device Interoperability System Interoperability Seamless Presence

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SIP Trunks

The Future Of Contact Centers HMP Connections

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Speech

20%+ Can Be Automated Quality Assessment Performance Optimization Rapid Escalation

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Home Agents

Amazing Potential Can Also Be Off Shored

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Ideas

E-Mail Integrate Media – Chat, E-Mail,

etc. Don’t Bounce Customers Don’t Over-Rely On Technology

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Future

Customers Will Become More Empowered

Will See Wait Times Online Will Have Instant Chat

Capability Will Schedule Call Backs Online You Want To Be Ahead Of This

Curve

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The End

– Thank You For Attending And Listening And – Thank You Interactive Intelligence/Vonexus For

Inviting Me!

– WWW.TMCNET.COM

– Blog: tehrani.com

» Rich Tehrani» President» TMC» rich@tmcnet.com