The Demand for the Multi-Channel Contact CentreYour Customers Want What you Aren’t Giving Them

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

About Interactive Intelligence

• Founded 1994• Innovative, first-to-market approach

• 1st all-in-one platform for enterprise & contact center telephony

• 1st SIP-based IP contact center suite• 1st all-software IP PBX

• Headquarters: Indianapolis, Indiana• Regional offices: Denver, Colorado, Irvine, California & Washington, D.C.• Offices throughout EMEA, APAC

• Customers• 3,500+ organizations in virtually every industry• Customer installations in 80+ countries

• Website• www.inin.com

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Multichannel Communication Solutions

Interactive Intelligence offers• Contact Center, Help Desk and Service Center applications• Customer “Self Service” applications• Enterprise IP Telephony• Unified Communications• Business Process Automation• Document Management

• Automatic Call Distribution (ACD)• Interactive Voice Response (IVR)• Speech recognition• Web-collaboration• Support for remote agents• Supervisor monitoring• Predictive dialing• Call recording and reporting

Solutions for the SIP based Enterprise IP Telephony, Unified Communications and Messaging, and Customer Self Service

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Existing UK Customers

Agenda

• What is the multi-channel contact centre?• The movement towards using multi-channel • Meeting the customer service demand• The better solution• Questions

What is a Multi-Channel Contact Centre ?

What is a Multi-Channel Contact Centre

A contact centre that enables communicationon multiple channels

Contact Centres should be a hub that brings together all pieces of

the customer insight puzzle.

Breakdown of Channel Types

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Why move to Multi-Channel

• Technology Advances• Proliferation of the Web• Customers expect requests to be fulfilled in “Internet Time”

• Competitive Reasons• Customers WILL go elsewhere• Opportunity to leap frog competition

• Only 28.3% have a multiple contact management (MCM) system in place

• Cost Efficiency• Web enabled service can cut costs by as much as 80%

Multi-Channel Trends

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Phone IVR Only Self Service Web

Email Web Chat

Channel Mix ‐ 2007 to 2010

2007 2010

Multi-Channel Deployment Challenges

Biggest multichannel management challenges: • Technology implementation and

integration issues• Securing budget for multichannel

needs• Ensuring quality and consistency

across the various contact channels

Source: Multichannel Contact Center Report, ICMI May 2005, 2007

Contact Centre Planning for Multi-Channel

Improvements plannedfor the next 12 months:

• Improve service level and/or response times for all contact types

• Revamp training for e-contact& multichannel agents

• Begin monitoring allcontact types

Source: Multichannel Contact Center Report, ICMI May 2005, 2007

Meeting Customer Demands for Multi-Channel Service Options

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Ensure Optimization of Customer Care

Poor Experience Can:• Increase costs by forcing multiple interactions

• Customers create duplicate service requests via phone, web, e-mail or chat access channels.

• Decrease wallet share of a customer’s expenditure• Miss opportunities for cross-selling or up-selling

• Force the customer to seek alternative offerings• Diminishes potential for customer longevity

Business Logic + Interactions = Great Service

Which Channel Is Right for You?

How to Evaluate Channels

Four Aspects of any Customer Interaction:• Information

• Is the interaction information-heavy or information-light?

• Latency• Is the interaction real-time or time-delayed?

• Complexity• Is the interaction simple or complex?

• Cost• Is the cost of each interaction high, low, average or automated?

Cost of Different Channel Types

Source: Gartner, Inc.

Multi-Channel: Success Factors

• Define multi-channel workflow• Ensure channel appropriate training for agents• Look for consolidated metrics

• Ease of reporting• Define best approach for your center

• Very few best practices yet for unified contact centers• Look for a vendor with a single platform

• Gives you analytics across all channels managed

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Avoid Contact & Data Silos

Calls

EmailsFaxes

Chats

A New Approach to Support Multi-Channel Service

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

A Comprehensive All-in-One Platform

We deliver an all-in-one, unified communications solution

• Less integration and project implementation time

• One single vendor to deal with

• One administration and configuration interface

• Features can be added via licence key

BPAFax

SMSEmail

DialerVM

IVRACD

PBX

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Benefits of the All-In-One Approach

Using Customer Data Strategically

Tightly integrated communications systems yield:

• Personalized service with automated routing of inbound communications based on customer needs

• Improved agent availability • Increased first call resolution

Benefits of Streamlined Data

• Creates a complete customer profile• Gain valuable business insight• Creates ability to predict customer

behavior and anticipate needs• Improves KPI reporting• Improves business applications• Extends valuable information

to the enterpriseSingle Data Repository

for All Channel Interactions

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Q & A

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

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