Demonstrations

Demonstrations

Personalised iLAB sessions are built from the following combination of presentations and demonstrations. 

Presentations

      1.   The impact of web 2.0 on next generation customer services

2.   Virtualising customer service and enterprise working practices through converged networks

3.   The role of SIP and SOA in turning workflow, data and communications into new business services

4.   Identifying priorities within the unified communications portfolio

5.   How to bring call centre, online and retail into a unified customer interface

6.   Building an optimisation methodology for continuous improvement in customer services

7.    Datapoint’s analysis of vendor roadmaps in our solutions portfolio

Demonstrations

   Segmented Customer Service

Intelligent routing

• Segmentation and intelligent multi-site routing using VoIP/SIP capabilities
• Basic CTI integration to desktop applications (screen-pop of customer data)
• Basic workflows (voice routing flows and business rules)
• Email routing flows and business rules
• IVR and voice portal integration capabilities
• Identification and Verification Process (ID&V)
• Biometrics for verification
• Call steering
• Auto attendant

Self Service

• IVR and voice portal integration capabilities
• Web self-help integration

Assisted Service

• Customer call-back
• Web chat
• Assisted co-browsing
• Full web collaboration
• Web call-backs
• Web virtual agents
• Email auto response handling
• Boolean word matching analysis and natural language content analysis

Proactive Contact

• Full inbound and outbound SMS integration

Performance Optimisation

      Resource Scheduling

Quality Monitoring

• Quality and performance management
• Agent and audio analytics including emotion detection and stress analysis

Unified Desktop & Workflow

• Basic CTI integration to desktop applications (screen-pop of customer data)
• Fax integration to agent desktop with screen-pop
• Back-end system consolidation
• Workflow orchestration

Integrated MI

• Call centre performance dashboards

        Customer Insight

Customer Surveying

• Automated customer survey

Speech Analytics

• Indexing and searching call recording archives

Data Marts

• Enterprise Communications

Mobility

• Unified Access

Unified Communications

• Communication Enalbed Business Processes