NC II Qualification

An Introduction
• What is Contact Service?
• Unit of Competencies
• – an organization that provides
customer interaction services
such
as customer care,
technical support
and advisory services to other
companies for a fee.
 Code BASIC COMPETENCIES

500311105
Participate in workplace
communication
500311106 Work in a team environment

500311107 Practice career professionalism

500311108
Practice occupational health and
safety procedures
 COMMON
Code
COMPETENCIES
ICT31520 Apply quality standards
2
ICT31120 Perform computer
3 operations
• Communicate effectively using
English Language
• Deliver quality customer service
• Perform computer operation and
internet Navigation
• Demonstrate understanding and
knowledge for the American culture
and geography
 1 Contact center versus call center
2
The IP contact center services roadmap
3
IBM enhancements to the IP contact center
4
5 Key benefits
Summary

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Business challenges commonly faced with call centers

Operational Effectiveness Customer Experience Revenue Enhancement

 What is the best way to reduce
handle time?
 How can we improve our
percentage of first call resolution
 How do we improve agent
utilization?
 How can we migrate callers to
self-service?
 How can we reduce agent
turnover?
 Is there a way to improve the way
we route calls between call
centers?
 How do we improve customer
satisfaction?
 Are we offering our customers
the right choices?
 Should we consider segmenting
our customers?
 Can we improve service by
integrating our Customer
Channels?
 How can we improve Customer
Loyalty?
 What is the best way to reduce
customer churn?
 Can we improve our revenue
generation through more-
effective cross-selling and up-
selling?
 Will more effective collaboration
impact our bottom line?
 What is the lifetime value of our
Customers?
 How do we increase our overall
wallet-share?

10 © Copyright IBM
• What’s the difference?
– A call center handles telephones only
– A contact center handles all types of communications —
telephones, e-mail, instant messaging and Web-page
sharing—for extreme flexibility and improved customer service
• What are the features of the contact center of the
future?
– Standards-based, open architecture for adaptability
– Multimodal for enhanced customer experience
– Multichannel for enhanced agent productivity and speed of
customer service
– Location independent for flexible operations
– Converged for reduced costs and simplified maintenance 11
• Internet Protocol (IP) contact center solutions combine traditional time-
division multiplexing (TDM) based voice with IP based voice, presence,
data, fax, Web and video communications to form a powerful and advanced
communications system
• IP contact centers leverage several kinds of advanced converged
communications tools such as:
– Session-initiated protocol (SIP)–based IP telephony
– IP videoconferencing and audio conferencing tools
– Presence sensing and status
– Multichannel contact (Web, e-mail, fax, chat,
instant messaging)
– Universal queuing across contact channels
– IP-enabled intelligent voice response for
self-service
– Computer telephony integration using Service Oriented
Architecture (SOA) for Web integration

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Moving from disjointed voice and data communications systems at
isolated call centers …
 Shortcomings and limitations  Limited capabilities with location-
– Decentralized and disparate technology types centric design
– Separate data and voice infrastructures – Costly to maintain and difficult to modify
– Duplication of similar functions and services – Fragmented view of customer experience

Site A Site B
Agents Campus Campus Call Center
LAN IP WAN LAN Servers
(data) Agents
Call Center TDM-based
TDM-based PBX/ACD/IVR PBX/ACD/IVR Site C
Servers
(contact control and
routing, computer TDM-based Call
telephony integration, PBX/ACD/IVR Center
reporting)
ACD: automatic call distributor
PSTN Agents Servers

IP: Internet Protocol (voice) Site X

TDM-based
IVR: interactive voice response PBX/ACD/IVR Call
LAN: local area network Center
PBX: private branch exchange Servers
PSTN: public switched telephone network Agents
Customer
TDM: time-division multiplexing
13 WAN: wide area network © Copyright IBM
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 Opportunities and benefits  Maximized customer relationships: self-

– Complete and standardized voice/data integration service, consistent experience across
– Universal queuing and virtualization of resources
contact channels, etc.
– Optimized agent utilization through intelligent
– Increased flexibility for enhancements and growth options
…to converged IP communication and integrated
routing across a virtual enterprise contact center
Agents IP softphone – Integrated Web, e-mail, reporting, workforce and
multichannel
Campusinteraction capability inmanagement
quality a contact center
LAN IP WAN IP phone
IP
IVRs
(voice and data) IP softphone
phone
Central site Enterprise Branch office
IP PBX Voice gateway WAN/LAN Site B agents
Site C
IP Contact Center
Web, chat, Servers Site X
E-mail, fax (contact control and Remote office
routing, computer agents
telephony integration,
reporting)
PSTN
Internet (voice)
Customer

14 © Copyright IBM
• Contact centers are the focal point of many customer interactions and often serve
as a customer’s initial impression of the enterprise—IP provides polish
• Because of the implications for sales, service, customer satisfaction and,
subsequently, customer loyalty, contact centers are becoming mission-critical
services—IP contact centers provide resiliency and flexibility
• A successful IP contact center solution requires deep technical skills, real expertise,
global insight and creative thinking, and it requires innovation to bring all these
elements together—this is IBM’s strength

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Anticipated business benefits of an IP contact center

Faster customer inquiry resolution through enterprise collaboration
Greater flexibility with access to multichannel communications
Improved productivity and agent retention through operational effectiveness
Increased revenue through more effective cross-selling and up-selling
Improved customer loyalty through faster, more flexible, more efficient interactions

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Anticipated IT benefits of an IP contact center

Lower total cost of ownership (TCO) because there is no longer
a need for two separate infrastructures
Lower operational and administrative costs as a result of the single infrastructure and better communication
Greater efficiency and productivity in the support team through
multichannel communication and simplified management
Increased integration and flexibility as a result of the
migration from call center to contact center

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agenda
1 Contact center versus call center
2
The IP contact center services roadmap
3
4 IBM enhancements to the IP contact center
5 Key benefits
Summary

18 © Copyright IBM
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IBM Converged Communications Services – IP contact center

 Offers a comprehensive, tailored solution for the assessment, design,
integration and migration/deployment of an IP contact center
 More specifically, the services are designed to:
- Help your organization design and implement or upgrade the contact center
infrastructure with IP-based technologies
- Improve how your contact center agents can work with clients
and reach each other to communicate and collaborate
- Increase agent productivity
- Increase client satisfaction
- Reduce costs to support business growth

19 © Copyright IBM
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Engagement roadmap
 IP
IPcontact
contactcenter services
center are are
services delivered using using
delivered the IBM Global
IBM Services
Global Method –
Method:
Services
IBM Global Services Method provides a single approach among all
practitioners for delivering business solutions. It is a fundamental component to
accelerating and improving the quality of client services, providing an
integrated process for Assess, Design and Implementation services.
Assess Design Implementation

Client environment Solution outline Solution build

Strategy Macro design Pilot
Assessment Micro design Deployment
Solution approach
Requirements and Architecture and design
Solution
strategy

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Assess - Network consulting services

 Network consulting services help you create a solution that meets
your organization’s business objectives and requirements
 IBM network consultants work with you to collect and document the business
objectives and solution and security requirements, as well
as to help you understand various IP contact center solution options
 By thoroughly assessing your needs and helping you to identify the available
alternatives, IBM network consultants will create an IP
contact center solution architecture,
Engagement design the solution and make
phases
a proposal for solution implementation
- Client environment phase
- Strategy phase
- Assessment phase
21 - Solution approach phase © Copyright IBM
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Design – Network architecture services

 Network architecture services help you take the solution through a phased
design approach that creates a functional mapping of your requirements in a
Solution Outline
 Next IBM expands the Solution Outline into a Macro Design, allowing you to
compare vendor solutions for individual components, based on IBM
recommendations
 Then IBM develops the detailed Micro Design needed for implementation
Engagement phases
- Solution outline phase
- Macro design phase
- Micro design phase
22 © Copyright IBM
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Implementation - Network integration and deployment services

 IBM Network integration and deployment services identifies installation and
operational issues of the solution, develops the detailed implementation plan,
establishes an effective and efficient project management environment, and
then completes the deployment
 IBM's experience in integrating and deploying enterprise-grade, security-rich IP
contact center solutions and converged communications networks around the
world helps reduce the time it takes for this engagement
Engagement phases
- Solution build phase
- Controlled production (pilot) phase
- Deployment phase
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 1 Contact center versus call center
2
The IP contact center services roadmap
3
IBM enhancements to the IP contact center
4
5 Key benefits
Summary

24
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The IP contact center solution is enhanced by IBM content

 IBM has teamed with recognized industry leaders Cisco, Avaya and Genesys in
convergence technology and contact center products
 IBM WebSphere® and IBM Lotus® products enhance IP contact center
products to create powerful solutions for customer interactions
- Enterprise grade unified messaging and collaboration
- Service Oriented Architectures for application integration
- Sophisticated voice recognition and speech capabilities

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The foundation: a service-oriented architecture that connects your
IP contact center to your customer data

Standardized service interfaces for

Componentized applications
IBM WebSphere software
and resources
IP Contact Center
Easy information exchange between
Interoperable
applications and/or resources

Mix-and-match, add-or-remove,
Modular
business processes and infrastructure Customer
Application Data
Start with what you have and add
Scalable
resources as needed

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Lotus collaboration and messaging products extend the reach of
the contact center into the enterprise for support
User info from
corporate
directory
Video
Time
stamps

Rich text

Spell check

Telephony

27 © Copyright IBM