Professional Documents
Culture Documents
CCA GTM CaseStudies
CCA GTM CaseStudies
CCA GTM CaseStudies
Hosted Providers
MCI Web Center
The ProStar Network is a
group of independently
owned and operated contact
centers utilizing
CallCenterAnywhere
globally.
A Sampling Of Other Service Provider Accounts:
Benefits of Hosted / Managed
Services
• 50 agent logins
• Disaster recovery requirements
to ensure inbound and outbound calls
can be placed
• Fetch agents did not skip a beat and worked from home instead
“I don’t have a manager standing over the agents. But because I can
quickly go through daily reports, I can manage everything virtually.”
- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post
Canada Post: Workforce-Ability
• Contact Center Anywhere is easy to learn:
• Graphical user interface is intuitive
• Logging on takes a few seconds
• All interactions follow the same model:
• Accept interaction
• Put interaction on hold
• Transfer to agent, or an outside number, or to
another workgroup
“All the agents are based in Ottawa and have readily accepted Contact Center
Anywhere. They’ve found it really easy to learn. It’s not a complicated
system.”
- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post
Ivanhoe Cambridge: Workforce-Ability
• 8 agent logins
• Help desk function in call centre
• Remote agents in Montreal and Toronto
• Serving clients throughout Canada
Most important: Cost effective solution that would help virtual agents
effectively serve clients with up-to-date interaction logs and a system
completely outside their present phone system which is not reliable to
handle transfers, etc.
Service Provider Profile: TELUS
• Offering:
• Chat, Intelligent E-Mail, VOIP, Voice, Collaboration
TELUS Success Story: Innovapost / Fetch
Situation:
• Innovapost wanted to provide a special “consumer to vendor”
referral service
Challenge:
• Fetch service needed to come up fast - no delays
Idea:
• TELUS provided a demonstration of CallCentreAnywhere including the
instant provisioning capability
Solution:
• CallCentreAnywhere eliminated the need for Fetch employees to be dependent on
outside programmers to make changes
• Agents became familiar with all system functions quickly and easily
Hosted Contact Centre Solutions
Web Contact Centre
Telstra Enterprise and Government
Telstra Time Line:
Web Center
• Web Center operational for 7 years
• Popular offering for enterprises wanting instant, reliable
hosted contact center service
• Cost-effective, set up in days
• No large up-front investment
• Flexible, easy to use
• Offering:
• Chat, Intelligent E-Mail, VOIP, Voice, Collaboration
Situation:
• Telemac provides billing systems to worldwide wireless carriers
• Over the past several years, the company has experienced quick growth
• Cutovers for new billing systems are mission critical, leaving little room
for guesswork and programming delays
Challenge:
• Telemac was growing quickly and was concerned about the delays and
costs involved in putting a traditional contact center infrastructure in
place.
• A big question: What will keep up with the fast pace of our growth?
• Another question: How can we deal with the cost associated with a full-
blown contact center?
Idea:
• Consider an alternative to outright acquisition of call
center technology
• Managers are now able to quickly assess incoming call volumes, queues and
waiting times, and other status reporting
Service Provider Profile: Siebel
Challenge:
• Segway knew there would be a large response to the
Segway HT
• Siebel Contact OnDemand gave them the ability to route these calls to live agents, or leave voicemails for
future callback
• The scalability of Siebel Contact OnDemand proved useful in the summer of 2003 when Segway
experienced a surge in customer inquiries regarding used batteries for their HT scooters
• Siebel Contact OnDemand quickly provided an additional toll-free 800-number to handle the surge in call
volume
Siebel Success Story: Working Solutions
Situation:
• Working Solutions is the world's largest provider of outsourced virtual call center and CRM
agents
• More than 22,000 representatives across the United States - Agents are home based
• CEO Tim Houlne searched for a cost effective but highly-scalable contact center solution
that could support thousands of calls from diverse Fortune 500 clients who operate sales
and support contact centers
Siebel Success Story: Working Solutions
Challenge:
• As an outsourcer, Working Solutions must quickly respond to
demands of new and existing clients
Idea:
• Find a solution that can accommodate work-at-home virtual
agent community
Solution:
• Working Solutions' administrators can easily add and delete customer care agents
• Agents simply log in over the Internet and register the location they're calling from
• Within seconds, agents are receiving domestic and international calls and transactions
• Contact OnDemand provides real-time and historical call reports across the entire Virtual Agent Community
Situation:
• Manufacturer of CD/DVD publishing, duplication and
printing systems
Situation:
• Largest unit of Sony Corporation
• High-end consumer electronics division
• New York Retail QUALIA store high profile
• Digital cameras, headphones, mini-disc players, and HDTV
projectors
Siebel Success Story: Sony
Challenge:
• New division with high corporate visibility
Idea:
• Leverage existing Siebel enterprise deployments
• Look for ability to diversify contact center for specific target market:
High end consumer electronics
Solution:
• Contact OnDemand means high-tech sales reps can build relationships
with high-end clients and appear as high-tech as the products
Situation:
• Ingersoll Rand has 30+ subsidiaries worldwide
Challenge:
• Lacked sales pipeline visibility; disjointed sales and service activities
Idea:
• Source a hybrid solution for CRM and Contact Center
Solution:
• Rapid deployment of Siebel CRM OnDemand & Contact OnDemand
• High user adoption across 4 divisions; added 500 Contact OnDemand users after initial
launch
Siebel Success Story: Bally’s
Situation:
• Bally Gaming Systems provides statistics of real-time slot and
table gaming activity to gaming industry managers in locations
throughout the world
Challenge:
• Streamline Call Center Operations
Idea:
• Optimize the reporting capabilities across CRM and
Telephony systems to identify areas of improvement
• Investigate leveraging the best of existing environment
with a new one
Siebel Success Story: Bally’s
Solution:
• Siebel offered a hybrid model of enterprise call center with "overlay" of
Contact OnDemand.
Situation:
• Online firm providing complete cyber marketing solutions,
located in Karachi, Pakistan.
• New company, with new offering, with target market in the
US
• Went offshore for inexpensive labor
Promero Success Story: 360 Netvertising
Challenge:
• Required a contact center system that could scale up quickly as
business increased, without big capital investment
• They are not a 24X7 shop and therefore needed technology that could
take a customer inquiry and allow it to be handled at a later time
Promero Success Story: 360 Netvertising
Idea:
• Explore alternate means of financing a new system including “Renting”
a solution through hosting
Solution:
• Phase I: Promero hosts CallCenterAnywhere which
performs intelligent routing of web-based customer
inquiries to agents off shore
• HBSI did not have the capital or time to invest in more hardware and TDM
circuits.
• Outsourced email & chat is now a profitable value added feature branded
by HBSI, hosted through iTelGroup
Q&
A
Appendix
About Us
Enterprise Examples
Leading CALA Outsourcer Serving Mexico and Latin American Clients:
Willow CSN Success Story
Education:
Customer Quotes – Bayan Telecom
‘The Call Center is often called the “face” of any organization and a customer’s experience
during a service interaction can make the difference between a loyal, long-term customer and
one who is frustrated and maybe lost to the competition. We truly acknowledge the importance
to offer the best value for our subscribers through outstanding customer service solutions and
services. We chose Oracle Contact Center Anywhere to replace our legacy Call Center
infrastructure to transform our present centralized Call Center operations to a Next Generation
Contact Center with IP-based platform because it has a complete suite of Contact Center
products/all-in-one solutions where technology is “born” integrated with single point of
administration, it can run on any server platforms being a hardware independent, it can be
deployed as centralized Contact Center technologies using a “single system” infrastructure
even if it is shared by all locations and we can even sell it as another service for our customers
without a need for building another backend infrastructure.’
‘We are confident that we've found the best technology, and also that with CallTime, we have a
supportive partner who understands that our success is also their success.’
Ulysses C. Naguit
Department Head, Customer Support For Data & IP Services
Customer Care Division
Bayan Telecommunications, Inc.
Customer Quotes – SRG Asia Pacific