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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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Can’t Live Without it

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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