Contact Center CampaignsCMMCCustomer Management 联络中心的运动学客户管理.ppt

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1、Intelligent Communications&Sky Italia case historyVON Europe Autumn 2007,Patrizio Di CarloSales Director27 Sept 2007,Business Imperatives,Intelligent Communications,Intelligent Communications Solutions,Business ImperativesDrive Your Technology Roadmap,Revenue growth:superior customer serviceCost red

2、uction:worker&business efficiencyManage riskMobility with ubiquitous accessEase of collaborationRapid,flexible deployment Clear ROI&investment protection,WorkerImperatives,Business Imperatives,ITImperatives,Business Imperatives,Intelligent Communications,Intelligent Communications Solutions,Intellig

3、ent Communications,Unified Communications,IP Telephony,ContactCenters,Communications Enabled Business Processes,Optimize your businessembedding communications intothe fabric of business processes,Optimizeyour peoplewherever they are,across devicesand interfaces,Optimize the communicationsof all peop

4、le(customers,employees,suppliers)regardless of location,Optimizeyour customer relationshipsglobally across allpoints of contact,A strategic,business-focused,approach to communicationdelivering competitive advantage today,Intelligent Communications Key Attributes,6,Business Imperatives,Intelligent Co

5、mmunications,Intelligent Communications Solutions,Avaya Intelligent Communications Solutions,SUITE INTEGRATION:END TO END management,security,reliability,common look,listen&feel,IP Telephony provides the rich foundation for Communication ApplicationsUnified Communications:Unified experience,intellig

6、ence&best in class functionalityContact Centers:not just Customer Service,but an enterprise ready to serveCommunications Enabled Business Processes via web services&orchestrationServices ensure optimal design,smooth installation and maximum reliability&uptime,Intelligent Communication SolutionsCusto

7、mer Value&Key Attributes,Avaya Support,Consulting,&Systems Integration,IP Telephony Across the Enterprise,Enterprise,Interworkingover SIP,PSTN,MobileNetwork,DataNetwork,IP Telephony Server,SmallOffice,SmallBranch,Mid-SizeCampus,Service Provider,Intelligent Communications SolutionsCustomer Value&Key

8、Attributes,Information Worker Needs,Remote,Deskbound,Nomadic,Road Warrior,Dependent on level of mobility,Based on Information&Application Needs,Complex Applicationsor Information,Worker Desires,Basic Information,One Number&One Mailbox,Corporate&Personal Directory Access,Intense Collaboration,Caller

9、ID&Call Logs,Unified Communications-Adding Intelligence to the End User Experience,NEW,Intelligent Communications SolutionsCustomer Value&Key Attributes,Contact Center Business Strategy,Execution+Leverage,Relationship depth,real time high touchone-to-one experience,multi-channel:all information link

10、ed,improvedsegmentation/profile,economical service,Least Profitable Customers,“Growth Potential”Customers,Most ValuableCustomers,right resource,right context doing right work,right informationright channel,reduce customerfrustration,moment of truth,Customer Service for Sustained Competitive Advantag

11、e,Intelligent Communications SolutionsCustomer Value&Key Attributes,Communications Enabled Business ProcessesA Definition,Provides business processesand applications with the ability to initiate and track real-time multi-channel communication with process users and decision makers,Objective:Make pro

12、cesses more efficient,Communications Enablement,Case History,Sky Italia,Nata nel 20034,2 milioni di clientiCrescita media 500.000 clienti/anno14.000.000 telespettatoriPrima industria italiana dellintrattenimento34 mila ore di programmi televisivi autoprodotti160 canali tematici,audio,pay-per-view,se

13、rvizi interattiviProgrammazione ricevibile oltre che via satellite:IPTV con Fastweb e Telecom ItaliaTV Mobile tramite Vodafone,H3G e TIM,Fonte Sky Italia:http:/www.skylife.it/html/azienda/skyitalia/_skyitalia.html,Perch Sky,“.non vogliamo risparmiare soldi,vogliamo fare soldi!”Mark William,Sky Itali

14、a COO,60%del fatturato passa attraverso il Contact Center,Situazione di partenza,Contact CenterArchitettura“3 Livelli”Multsito con 4 ACD Network CTI Sistemi obsoletiFonia business3000 utenti su 5 Pbx legacyObsoleti,La Tecnologia,Esigenze del Customer Care,Massimo livello di affidabilit,disponibilit

15、del servizio e sicurezza Elevare il Time-to-Market per il rilascio di nuovi serviziIncrementare lefficienza operativa per innalzare le capacitVirtualizzazione del servizio mantenendo il controllo operativo,La soluzione Avaya per il Contact Center,IDC 1,PSTNR.I.,LAN,Wan Backbone,Avaya CM,Server Appli

16、cativi,IDC 2,Siti Sky,Avaya CM,Server Applicativi,Outsourcer,LAN,LAN,LAN,operatori,operatori,SKY Italia Contact Center-Risultati,Esigenze della fonia business,Nuovo CampusMassimizzare gli investimenti fatti nella rete di trasporto geografica e localeServizi omogeneei per tutta lutenzaMobilit per gli

17、 utenti on-site/off-siteCollaborationUser experienceAlta AffidabilitOttimizzare i costi di Tlc verso loperatore,La soluzione per lIP Telephony,SKY LAN,IP Softphone,LAN,IP hardphone,Utente di Sede,Mutimediale,WAN,VPN Phone,IP Softphone,Avaya One-X Mobile,Utente Mobile,IDC 1,IDC 2,Avaya CM,Messaggisti

18、ca Unificata,LAN,Audio/WebConferencing,MCU,MCU,MGC,LAN,Video rooms,Avaya CM,Messaggistica Unificata,LAN,Audio/WebConferencing,LAN,Utente Remoto,Nuovo Campus,Sky Italia IPT Benefici attesi,Risultato complessivo ad oggi Incremento di valore,ImpattoStrategico,Valore per lAzienda,Per maggiori informazioni Vi aspettiamo allo stand Avaya Postazione N.3,Grazie per la cortese attenzione,