Post on 14-Mar-2016
description
MAKE THE CONNECTIONCONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE
IP Office Applications Workshops:Call recording
Agenda• Why Record?• Market requirements• Avaya & Witness• Return on investment• IP Office Recording• Demonstration & Discussion
IP Office Recording Why Record?
• Gain additional value from telephone interactions
– recording, categorizing, and storing calls• Capture customer intelligence to help serve
customers better – Quickly resolve disputes– Clarify customer instructions– Assess up-selling opportunities– Assist in training (best practices calls)
• Quickly search and retrieve calls for playback• Results
– Improve customer satisfaction, increase revenue, increase productivity
Avaya IP Office ContactStore – Areas of Payback
• Reduce operational costs• Increase revenue• Reduce risk• Make more informed decisions • Better understand customers • Improve customer service and
satisfaction
• Accurate records of what was said by whom
• Avoids need for repetition or speaking slowly
• Tag voice files to client records for an aid to training
• Aids dispute resolution
• Aids compliance requirements
Gain additional value from telephone interactions
Typical Market Requirements:
• Call Centres• Training Tools• Total recording• QMS
• Finanacial• Permanent Storage• Zero Margin for error• Searchable and secure
• Government• Record all media types• Departmental solutions• Real time
• Emergency Services• E911• Instant review• Trunked radio calls
• Healthcare• Training• Track/recall calls• Identify verbal offers• Dictation
• Legal• Dictation – accuracy/shared• Tracking by case/agent• Permanent
Avaya IP Office ContactStore • Developed by Witness Systems and Avaya to support Avaya IP Office
VoiceMail Pro call recording• Proven technology - based on Witness System’s call recording
application with thousands of installations worldwide• Witness Systems – a market leader
Decrease in customer disputes costs• Number Customer Disputes per Year = 15 • Average Cost of a Customer Dispute = $500• Estimated decrease in dispute costs = 30%
# Disputes x Cost Per Dispute x .30 = $2,250 Savings
Avaya IP Office ContactStore – Sample ROI
Increase in revenue from improved up-selling and conversion rates • Number of Employees That Produce Revenue on Calls = 15 • Annual # of Calls Per Employee that Produce Revenue = 1000• Avg. Revenue Produced Per Call = $100• Estimated Increase in up-selling/conversion rates = 5%
# Employees x # Calls x Revenue/Call x .05 = $75,000
Increase in revenue from an increase in customer retention • Number of Customers Lost Per Year = 100 • Avg. Ongoing Revenue Per Customer = $5,000 • Estimated Increase in customer retention = 5%# Customers Lost Per Year x Ongoing Revenue Per Customer x .05 =
$25,000
Avaya IP Office ContactStore – Sample ROI
Competitors
IP Office VoiceMail ProRecording Services
Voice Recording Libraries (ContactStore™)• Select to store recordings in a dedicated
database• Web-based search and play back of
recordings• Search for recordings based upon CLI, DID,
Caller, Called party, Time, Date etc
Automatic and Manual Recording• Automatic or on demand recording of calls• Call recording for users, groups and account codes• Recordings stored in configurable VoiceMail box
Today• Key Business Benefits:
• Quality Management of Agents• Customer relationship monitoring
and measurement• Dispute resolution
Call Recording Search and Replay – Avaya IP Office ContactStore Demo
Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™
and FIFA Women’s World Cup 2003