Download ppt - SMB Contact Centers Go Mainstream January 2008 January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA Speakers Rich Alexander

SMB Contact Centers Go Mainstream

January 2008

January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com

Speakers

Rich AlexanderPresident

The Alexander Group

&

Walter KenrichVP, Product ManagementVertical Communications

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The Alexander Group

Serving Customers in 28 States

Headquartered in Louisville, KY

Partnered with the Best

Providing Custom Business Technology

Solutions

In Business Since 1989

January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com©2007 Vertical Communications, Inc.

Vertical Communications, Inc

• Leading provider of communications systems and applications to the SMB market in North America

– IP, hybrid and KTS systems– Portfolio of horizontal and vertical market applications– New converged voice and data products

• Over 1,800 channel partners– Servicing customer base of over 200,000

• Mission – to become THE leading provider of communications solutions to the SMB market


Session Objective

How small-to-medium sized businesses (SMBs) can learn how to:

– Leverage PBX integrated contact center capabilities

– Enhance business success

– Importance of utilizing existing employees to enhance everything from improving business processes, to acquiring new customers, to strengthening customer loyalty.

In this session we will also present customer case studies.

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• The Changing Virtual Workplace– Geographically dispersed teams– Increasing numbers of teleworkers– Anywhere, anytime access is assumed– If your Phone rings…you have a

contact center

• Not all calls are created equal– How do you ensure your best

customers get to the right person.

• Streamlined communications offer business agility

– Improved customer service– Enhanced productivity– Support for better decision-making

Business Communication Evolution


Why is a contact center useful?

Provide live answer of all calls to improve the customer experience

Better utilize resources, by making sure the best person takes each call

Improve customer service by monitoring calls live and through recordings

Increase sales with outbound call campaigns

Maintain customer loyalty by reaching out with outbound call campaigns


Contact Centers Used to Be Only Large Enterprises High payroll to hire the agents

Building to house the agents

Expensive technology to enable the agents

Custom reporting to manage the agents


Today Small Businesses Can Have A Contact Center

Today’s technology allows distributed contact centers.

Phone Calls

Agents at home require less compensation

No office space to house agents

Contact Center capabilities cost less

Reporting built right in to newer systems


Case Study - Medium Logistics Company

250 users at 9 locations

65 person call center in 5 teams

Contact center features can be provided for a large number of agents cost-effectively

Central call center provides 24x7 coverage for all 9 locations

Locations connected by regular phone lines not VOIP


Case Study - Small Medical Supply Company

20 users

7 person call center for taking orders

Call center has users at home with IP phones

Call center features allow home users to be actively managed

Cost-effective deployment for small company


Tips to Remember 1. Don’t have to have agents in a central office.

2. Don’t have to use VOIP to enable a distributed contact center.

3. Don’t need expensive managed data connections for each agent.

4. Don’t have to pay an arm and a leg to get contact center capabilities.

5. Can manage at home workers with centralized technologies today.

6. Can have outbound contact center with at-home workers.


Thank You

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