|
|
DRIVING BUSINESS RETURN
Companies with multiple locations need clear and comprehensive
strategies that allow their individuals, teams, customers
and partners to intelligently connect and interact.
Much of this is driven by the following major trends:
 |
Technology advances and the need to work outside
of normal business hours and locations foster an
increasingly mobile and distributed workforce. Knowing
who to contact as well as when, where and how to
reach them is critical to business success. |
|
Web 2.0 tools such as video portals, podcasts,
blogs, wikis and discussion forums are changing
the way in which information is created, published,
managed and consumed. Never before have such massive
amounts of data been available. Never before has
it been so difficult for people to process and
prioritize information. |
|
A flood of new devices and applications are
entering the corporate IT environment as people
elect to merge consumer-based tools with standardized
communications. IT now faces unprecedented challenges
in deciding whether to support these tools, which
impact business privacy, policy and security. |
|
Businesses of every size work with outside suppliers,
partners or contractors. Working together, efficiently
and effectively, across corporate boundaries and
time zones poses real challenges. |
Advanced collaboration, customer contact and broadcast
communications technologies significantly help companies
and their customers cope with the wealth of information
and communication channels available by delivering only
what is needed, when it is needed, through the chosen
channel. It is possible to find experts in an instant,
participate in blogs, wikis, social networks, team spaces
and conferences from a variety of devices. With advanced
security and policy management partners, customers and
suppliers can be included in many corporate communication
strategies.
Through the right blend of collaboration, customer
contact and broadcast communications technologies an
organization can build trust and accelerate decisions
with rich, reliable interactions, quickly form teams
across boundaries, companies and continents, provide
customers with instant access to experts, and effectively
share the most relevant business information.
Integration of this technology into existing systems
such as Oracle, SAP, Microsoft and Salesforce.com, enables
the numerous communication and information management
applications within a single organization to act harmoniously.
It can enable the unrestricted sharing of data and business
processes among any connected application or data sources
in the enterprise.
Effective use of these tools has become essential
to business success. Without intervention these trends
can have a dramatic impact on businesses: slowing key
business processes, reducing responsiveness to customers
and market trends and causing missed opportunities.
For businesses who have yet to embrace collaborative
technologies it is becoming increasingly difficult to
build trusted relationships with customers, partners
and even colleagues.
Touchbase helps its clients in the following ways:
|
Embedding
advanced collaborative tools (such as video communications,
web conferencing, enterprise social networking,
mobile clients and messaging) into business process
and integrating these with existing systems |
|
Implementing
customer contact technologies (such as inbound and
outbound communication management tools, workforce
optimization, social media customer care, self-service
and business intelligence), and integrating these
with existing systems, to transform the customer
experience |
|
Introducing
broadcast communications (such as digital signage
and webcasting technologies), and integrating
these with existing systems, to increase company
and customer awareness |
Embedding advanced collaborative tools (such as video
communications, web conferencing, enterprise social
networking, mobile clients and messaging) into business
process and integrating these with existing systems
Visual Communication
Visual Communication can be as simple as a conversation
between two people in private offices (point-to-point)
or involve several sites (multi-point) with more than
one person at different sites. Besides the audio and
visual transmission of meeting activities, video conferencing
can be used to share documents and computer-displayed
information. Streaming visual media is increasingly
being used as a vehicle for enhancing internal communications
and engaging people more fully.
Messaging
Unified Messaging brings e-mail, voicemail, SMS and
fax into a single message store, allowing the user to
send, retrieve and access messages from any device or
any location. Users can benefit from leading unified
messaging solutions that enable employees to access
and deliver messages anywhere on any device using e-mail,
IM and voicemail - all with the ability to see the recipient’s
availability to receive communications.
Conferencing
Multimedia conferencing tools integrate voice, video
and existing web conferencing capabilities, bringing
people together into a ‘virtual office’.
These technologies extend the reach of your company’s
people with advanced audio, web and video conferencing
capabilities that are an easy and productive way to
share ideas with anyone, anywhere. It combines real-time
desktop sharing with phone conferencing so everyone
sees the same thing while the team discusses.
Enterprise Social Software
ESS can help your workforce become more competitive,
responsive and productive by making it easy to find
available experts, form dynamic teams, share valuable
information and navigate rich media. It can also help
your company’s people personalize experiences
with seamless integration across social media such as
blogs, wikis and instant messaging and shorten sales
cycles and product lifecycles that rely on finding expertise
in an instant.
Mobility
Mobility applications can increase mobile employee productivity
and responsiveness to customers, while controlling mobile
costs, by making mobile devices extensions of the enterprise
network. Software applications for mobile handsets can
extend communication applications and services to mobile
phones and smart phones regardless of manufacturer.
Collaboration Enabled Business Transformation (CEBT)
CEBT transforms business processes to reduce human latency,
improve productivity and drive performance. It can help
form interdisciplinary process-oriented communities
of your company’s people, customers, partners
and internal teams. CEBT includes a wide array of web-services
including call control, video (on demand & streaming),
intelligent routing and a variety of click-to-connect
services such as chat, e-mail, web-conference and voice
calling.
Ancillary
There are a host of business function specific applications
that can align to the unique needs of your company.
These include call recording for law firms, phone ordering
functionality for hotels and trading turrets for financial
firms to name a few.
See Touchbase's
Best Practice document on 'Cisco Unified Contact Center
Enterprise Recommendations'.
« Back to
top
Implementing customer contact technologies (such as
inbound and outbound communication management tools,
workforce optimization, social media customer care,
self-service and business intelligence), and integrating
these with existing systems, to transform the customer
experience
Inbound
Inbound technologies allow your company to distribute
inbound service volume to a variety of termination points,
including ACDs, IVRs, home-based representatives and
network terminations. It improves first-call resolution
by allowing subject matter experts anywhere in the enterprise
to handle incoming customer calls. Also representatives
can transfer the caller to the expert (who can be identified
by the system) or engage in a three-way conference with
the caller and the expert.
Outbound
Outbound solutions take advantage of the integration
of enterprise data, CRM and business applications. Outbound
technologies enable the design of complex outbound campaigns
which maximize the use of skilled agents, utilize individual
dialing modes and deliver rich call contact information
to a CTI desktop unique to your company.
Workforce Optimization
Improving customer service and increasing productivity
are critical challenges for a successful customer contact
strategy. Making such strategic decisions as personnel
levels, contact-handling procedures and technology investments
requires that managers be armed with accurate and timely
reports on contact center activity. Enterprise-wide,
real-time and historical data generates accurate and
timely reports to closely align the contact center with
overall business objectives.
Business Intelligence
A comprehensive, tailored information portal where data
can be integrated from multiple sources and shared throughout
your organization can help your company to segment customers
and monitor resource activity. Further to this it can
help your company analyze how and why customers behave
the way they do in order to understand the total customer
experience and how it impacts operating costs, overall
satisfaction and customer retention.
Self-Service
Self-service technologies enable the provision of interaction
channels so that customers are able to manage their
own transactions and find information required without
the need to interact with the people of your company
– so that these people can concentrate on more
valuable tasks. It is possible to provide very high
levels of self-service functionality with a correspondingly
high level of customer experience through speech technologies
to benefit customers.
Multi-Media
Multimedia technologies allow your company’s people
to field inbound customer requests through any communication
medium – including voice, web chat, SMS, e-mail
and, increasingly, video. Through a universal queue,
representatives are able to handle multiple mediums
or be dedicated to a single medium. It is also possible
to dynamically prioritize one medium over another or
an inbound contact over another in order to provide
the best service to your most valuable customers.
« Back to
top
Introducing broadcast communications
(such as digital signage and webcasting technologies),
and integrating these with existing systems, to increase
company and customer awareness
Webcasting
Webcasting applications help organizations create highly
secure video communities to share ideas and expertise.
Companies can collaborate globally through videos and
personalize connections between customers, employees
and partners through user-generated video content.
Digital Signage
A network-based digital signage application provides
innovative ways to:
- Enhance the customer experience
- Facilitate company-wide communications and training
- Boost sales
Digital signage is effective for organizations in a
wide variety of industries, including financial services,
retail, government, education, healthcare, sports and
entertainment, safety and security, and transportation.
It can be used for:
- Marketing: Promoting and selling
products and services directly to customers shopping
in your store.
- Customer experience enhancements:
Deliver entertaining and informational content to
reduce perceived wait times.
- Communications and training: Broadcast
real-time communications; offer cost-effective, flexible
training options.
- Information: Share up-to-date
schedules, news, and emergency messaging; provide
real-time directional guidance.
- Advertising: Sell screen time
and advertising space to third-party advertisers.
This can be integrated with the below IPTV applications.
IPTV
IPTV applications deliver live and on-demand video and
broadcast TV channels over IP to digital screens. Onscreen
menus and program guides give users access to content,
and organizations can customize lineups and create their
own content libraries. Users can navigate through channel
menus and select from on-demand content with a remote
control or other remote devices.
With IPTV you can provide easy access to:
- Live news
- Financial information
- Sales and marketing information
- Corporate communications
- Entertainment content
« Back to
top
Integrating applications into existing
systems such as Oracle, SAP, Microsoft and Salesforce.com
to deliver a seamless user experience
Integration enables the numerous communication and
information management applications within a single
organization to be brought together into a single multi-media
interface in order to simplify and automate business
processes to the greatest extent possible. It can enable
the unrestricted sharing of data and business processes
among any connected application or data sources in the
enterprise.
Multi-site organizations and contact centers benefit
from the integration of a wide range of data, CRM and
business applications into a single intuitive interface.
This delivers accurate customer profile and contact
center information to the desktop, performs transfer
of call detail information across multiple sites, makes
full use of corporate data and takes advantage of information
collected from the Internet, carrier networks, ACDs,
IVRs, Web servers, e-mail servers and other applications.
« Back to
top
|
