Post on 20-Jan-2016
transcript
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State Of The Industry
– Rich Tehrani– President– TMC– www.tmcnet.com
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TMC
33 Year Old Publishing And Trade Show Company
First Magazine in Contact Center and VoIP Space
TMCnet.com in top 6,700 sites in World
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Your Future is VoIP
What is it? Regular Voice
Voice over IP
Voice
VoiceVoiceVoiceVoice
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Where Did it Come From?
Hobbyist Toy
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The Terms
Internet Telephony IP: Internet Protocol IP Telephony VoIP: Not Really Fax or Video
But Doesn’t Matter
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Obvious Benefit: Cost Savings
Consumers Enterprise Service Providers Contact Centers
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More Benefits: Contact Centers
Remote Agents Distributed Contact Centers Offshoring – Indirect Cost
Savings Single Wire – Easier
Management Knowledge Workers
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Other Benefits?
Presence Less Equipment Browser-Based Phones
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When? Today – Really, I am Not Kidding. Seriously...IP Telephony is Telephony
Now the Safe Choice Anything Else is Legacy No Vendor Left Behind No Service Provider Left Behind No Cable Company Left Behind No Wireless Provider Left Behind
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How Does Business Benefit?
Seamless Connectivity Virtual Enterprise Easy Video New Services More Flexibility Wireless Benefits – Soft Client
or Phone
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Case Study: Retail
Customer Calls to ask About Holiday Hours
Sales Clerk is Doing Inventory on PDA Call is Transmitted to PDA via WiFi
Telephony from PBX/ACD CRM Data is Transmitted as Well Clerk Sees That Customer Likes to
Own the Latest Shoes and Mentions the new Shipment that Came in
Customer Must Have Latest Shoes – Sale is Made
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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 – Headset
Vendors
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Standards
H.323 – Video SIP
– Intelligent Endpoints– Can Register Dynamically Like E-
mail– Signaling and Media Paths are
Independent– Presence Built in
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Where Do I Start?
Every New Technology Has Important Nuances
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Heed Warning Signs
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Heed Warning Signs
Bandwidth IssuesSecurityQoSFind Solid Vendors
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One Step at a Time
You Can Migrate To IP Some Agents Remote Agents Soft Clients Not All Or Nothing
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Cleanse Palette
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Communications
The Future Of
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Is Stressful
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Office Phone
VoIP
Cell Phone
Home Phone
Voice Contact
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Office Phone
VoIP
Cell Phone
Home Phone
Secretary
Voice Contact
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Office E-mail
SMS
Gmail IM
Secretary
E-mail Contact
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Boss Calls
Chicken or Fish
Lose Customer Take Call
Customer
Typical Situation
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Mass Confusion
VoIP
Productivity Boosting
Converged Applications
Communications Software
Mobility Solutions
Real-Time Communications
This Won’t Solve Anything
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To Get
These Pesky
ARROWS!!!!! Rid Of
We Need
What Are We Doing?
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Company
SupplierComponent Maker
Customer
ManufacturingJust In Time
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Take Boss Call
Boss
Customer Customer Call
Friend
CommunicationsJust In Time
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Is Really
We Purchase
Technology! The Real Reason
This Term
CommunicationsJust In Time
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Technology Changes
Solutions Last
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Where Are We Headed?
Incredibly Flexible Communications– Find Me – Follow Me
WiFi Telephony – Video Linux Telephony Ambient Telephony Person Not Device Presence Genius
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Presence Genius
Do I Know You? DND Polite Rejection Minimize Interruption
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Processes More Important Than Technology
Start Automating Interactions Stop Bouncing Callers Around Seamlessly Share Customer
Data Between Employees & Departments
Give Road Warriors The Weapons They Need
Presence Is Now
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Don’t Let JITC Pass You By
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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