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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