IndexPrevious Trinicom België Multichannel Customer Interaction Koen Prikken Managing Director ...

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Trinicom België

Multichannel Customer InteractionKoen Prikken

Managing Directorwww.trinicom.be info@trinicom.be

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[Trends, Your Challenge?]

Over 50% of customers regularly use the Internet and e-mail to approach an organisation

Within a few years, 25% of customer contacts will take place by e-mail

In 80-90% of cases, e-mail is sent from the web site

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[Trends, Your Challenge?]

Customer contact volume grows by 10-15% annually Organisations need to reduce customer contact costs Customer satisfaction and the service level have to rise

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[ Key Pains]

Written communications not consistent. different general email boxes. No intelligent routing. Aim to reply in 24 Hrs Email growing in number and not consistent replies. No stats on answer turnarounds. Historical product information exists but is not readily

accessible (dispersed info).

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[How eContacts Are Handled Now]

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OutlookE-mail

historyFAQ’s 2FAQ’s•“Old” e-mails•Text blocs

[How eContacts Are Handled Now]

IVR / ACDphone

1Info/FAQ’s history

Info/FAQ’s•Intranet•Website•Pdf/doc

WebsiteInternet

historyFAQ’s 3

FAQ’s•HTML pages•CMS content

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Advantages

•Reducing Costs•More service

Webselfservice

E-mailresponse

Callmanagement

Reporting

Contentmanagement

Internet

E-mail

phoneIVR CTI ACD

Trinicom T5™

history

Knowledge1

1

E-mailmarketing

E-mailtracking

1

SLA-monitoring

Workflow

Contactmanagement

[The Solution: Trinicom T5™ ]

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[What Does Trinicom Do?]

Dutch company, active since 2000 Producer of multi-channel customer interaction management software

T5™ Web self-service (Internet) E-mail response management (inbound e-mail) Chat (inbound service chat) Agent support (call logging and scripting) Analysis (business performance measurement) E-mail marketing (outbound e-mail)

Development, sales, implementation and support Market leader in the Benelux > 130 installations 25th in Deloitte Technology Fast 500 EMEA 2005

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[Belgium]

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Information?

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Browsing a category

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Dynamic FAQ

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Don’t find the answer?

Ask a question

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Thanks! You’ll get an

answer within…

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Trinicom Belgium NV

Interleuvenlaan 62

3001 Heverlee

Koen Prikken

[any questions?][start here]Business & Decision

Omwentelingsstraat 8

1000 Brussel

Valerie Viverette