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Best of Breed Global Solutions
for SA contact centres
Intuate Group
Intuate Group
• Privately owned South African organization based in Bryanston, with satellite offices in Durban and Cape Town. Established in 2000.
• Provide Specialized Integrated Solutions through strategic partnerships with Best of Breed Global Solutions’ Companies.
Contact Centre – High level Common challenges
Challenges
Improve Revenues
Improve Agent
Productivity
Manage Costs
Regulatory Compliance
Improve Customer
Satisfaction
Are these some of your challenges?
Contact Centre Specific Challenges
• Defining & Measuring KPIs
• Performance Monitoring & Reporting
• Quality Control
• Campaign Management
• Agent Schedule & Workflow Adherence
• Agent Workflow Efficiency
Quality Control
• Managing QA
– QA agents
– QA department
– QA scoring
• Recording Calls – audio/voice and video/screen
• Live Monitoring for immediate feedback
• In-call / post-call coaching
• Compliance group
• Speech Analytics
• Regular agent training sessions to review standards and ‘good’ versus ‘bad’ calls
Campaign Management
• Setting campaign and contact strategies
• Champion/Challenger testing
• Pacing algorithms
• List scheduling and management
• List penetration
• Data analytics and campaign strategies - Best Time/Best Channel to Call
Develop an intelligent system
Measure
Analyse
Strategise Execute
Report & Feedback
Create a ‘virtuous’ circle
Noble System Company Overview
• Global provider of Unified Contact Centre Solutions
• Founded in 1985, over 28 years call centre experience.
• 4000+ installations in 6 continents
• Noble offers inbound, outbound, contact management, digital recording for voice and screen, data/speech analytics, IVR with text-to-speech, WFM, payment processing, native SIP support and more
• Over 75% of customer base on Noble’s blended contact center environment including outbound, inbound, digital recording and agent workflow
• Recognised by Frost & Sullivan as Contact Centre Market Leader
• Working in South Africa with preferred partner Intuate Group. African customers based in Tanzania, South Africa, Egypt, Morocco, Algeria and Tunisia
The Noble® Solution Suites
Noble® Unified Communications • Inbound/Outbound/Blended
Multi-Channel Communications • Unified Agent Desktop
(Composer) • Agent Workflow • Command & Control (Maestro) • Mobile (Harmony) • ACD: Advanced Multimedia Skills-
Based Routing • Predictive Dialling • IVR / Messenger • Voice Logging & Screen Recording • 3rd Party integration • Security and PCI Compliance
Noble® Business Processing (WFO)
• ShiftTrack + Full Featured WFM
• Complete Solution: Forecasting, Scheduling, Rostering, and Agent portals
• Real-Time Adherence
• Outbound Roster Optimiser
• Performance Management: What-If Scenarios and Target- based scheduling
Noble® IQ (Analytics) • Industry Pioneer in Call Centre
Analytics
• CallTech Best Time to Call software
• OnQ Enterprise compliance & strategy management software
• 5 of the top 10 global banks use OnQ/CallTech
• Leverage existing client data
• Enterprise Speech Analytics
Noble Systems Market-Share (Frost & Sullivan)
2006 2007 2008 2009 2010 2011 2012 2013
% 9 10 15 15 16 18 19 20
0
5
10
15
20
25
Market Share
• Noble ranked #1 for outbound in North
America Market Share (2013)
• Grew Market Share >20%*
• In Top 10 of global contact center
technology providers
Frost & Sullivan said that Noble’s patent-pending TCPA
Compliance Solution, SaleForce integration, our product
suites, Cloud offer, and integration with FICO Titanium…
"... has made Noble Systems a safe choice for customers.”
Client Sample
Contact Centre – High level Common challenges
Challenges
Improve Revenues
Improve Agent
Productivity
Manage Costs
Regulatory Compliance
Improve Customer
Satisfaction
Are these some of your challenges?
Credit Card Payments
• Today very few contact centres take credit card payments over the phone
– Risk of fraud
– Regulatory compliance
An untapped revenue line
Secure Phone Transactions
“technology solutions allowing companies to take sensitive
data securely over-the-phone whilst eliminating the risk of
fraud to the organisation and customer”
• Semafone is a patented, innovative software technology, which provides secure voice transactions for contact centres taking Cardholder Not Present (CNP) Payments
• Allows the call – and the call recording – to continue as normal whilst the customer enters their credit card information using their phone keypad
• For complete security, Semafone masks the DTMF tones entered by the caller so they cannot be heard by the call centre agent nor recorded on the call recording system
• By ensuring all card data remains segregated and by removing Sensitive Authentication Data (SAD) before it hits the call recorder and the contact centre infrastructure, the contact centre is taken out of scope of PCI DSS
• Protects the organisation from opportunistic agent fraud and the associated
reputational risk and makes the contact centre PCI compliant
Solution Overview
Contact Centre PCI Challenges • Keeping Sensitive Authentication Data (SAD) off call & screen recordings • Keeping card data out of the physical contact centre environment • Keeping the contact centre applications Out of Scope for PCI DSS
SAQ Description Number of Controls V2.0
A
Card-not-present (e-commerce or mail/telephone-order)
merchants, all cardholder data functions outsourced. This would
never apply to face-to-face merchants.
4
B
Imprint-only merchants with no electronic cardholder data storage,
or standalone, dialout terminal merchants with no electronic
cardholder data storage
29
C-VTMerchants using only web-based virtual terminals, no electronic
cardholder data storage60
C Merchants with payment application systems connected to the
Internet, no electronic cardholder data storage80
D
All other merchants not included in descriptions for SAQ types A
through C above, and all service providers defined by a payment
brand as eligible to complete an SAQ.
286
Payment Service Provider
Te
lep
ho
ny C
arr
ierr
In Scope for
PCI DSS
Multiple Payment Environment Contact Centre – Standard Transaction
Payment Service Provider
Te
lep
ho
ny C
arr
ier
DTMF Tone
Masking
In Scope for
PCI DSS
Out of Scope
for
PCI DSS
Secure Enterprise Voice Transaction Payment Provider Integration
Customer Satisfaction
Direct UK Sales (also in USA, Canada, Australia and South Africa)
Thank you
Cecilia Jofré Executive: Business Development
Intuate Group Ltd [email protected]
+27 82 573 5730