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COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
BUSINESS CONTACT STANDARD EDITIONTURN CUSTOMER CONTACT INTO A COMPETITIVE ADVANTAGE !
COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.
WHAT YOUR CUSTOMERS EXPECT FROM SERVICES ORGANIZATIONS TODAY
Direct, personalized interactions with service providers
Accurate counseling
Availability anytime, anywhere
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 3
THE VICIOUS CIRCLE OF INACCURATE CONTACT
Customer frustration and loyalty
loss
The employee taking the call
doesn’t have the right skills
Call is routed to an employee who doesn’t know the customer history
The expert who can answer the
question is not available
Call forwarded to Contact center directly
CONSEQUENCES:• 20% or even more of
customer calls are unsuccessful or interrupted
• All customer trace is lost
• Customer frustration• Lost customers• Transaction loss
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 4
FINANCIAL CONSEQUENCES OF LOSING CUSTOMER CALLS
10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANK GARTNER
How many customers are
you losing because of inaccurate contact ?
BUSINESS CONTACT STANDARD EDITION
IS AN INTELLIGENT AND PACKAGEDBUSINESS CALL ROUTING PLATFORM FOR BRANCH OFFICES, USING STANDARD TELEPHONY
COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.
ENABLE BUSINESS GROWTH BUILD A LONG LASTING CUSTOMER RELATIONSHIP
Create an organization-wide direct touch strategy through intelligent routing:• Offer the right connection with the
requested profile• Have a unified welcome across all
branches• Eliminate lost customer callsWhile keeping the customer up-to-date with the call progress
DIRECT CONTACT WITH THE PREFERRED ADVISOR …
… OR THE NEXT BEST SUITED PERSON
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 7
KEEP COSTS UNDER CONTROL LEVERAGE YOUR EXISTING PLATFORM
Packaged, ready-to-use solution, provides you with autonomy and cost control:• Simplified administration• Predictable costs• Centralized performance
measurement• Fits perfectly in your existing Alcatel-
Lucent IP architectures
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 8
STAY REACTIVE TO CHANGETHROUGH A FLEXIBLE AND ADAPTABLE SOLUTION
Business Contact Standard Edition evolves with your business :
• Flexible :Simple yet powerful strategies are easily configurable to adjust to your business
• Adaptable :Customizable to meet new challenges and needs
BUSINESS CONTACT STANDARD EDITION ROUTING PRINCIPLE
Personaladvisor
busy
Contact center
Customer
Business card
Direct callAvailablespecialists
Voicemail
Route to one or offer the choice: (depending on profile)
Attendant
Predefinedemployees
Search for an available specialist (skills based)
Predefined employee
Final choice (e.g. attendant, Contact Center, Voice mailbox)
1
Customer calls his advisor
Branch office
2
3
2
3
1
Choose a similar
profile from :
If all profiles are busy …
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 10
SUCCESS STORY: BUSINESS CONTACT
Decrease the lost incoming calls rates in branches Improve client satisfaction by eliminating general
telephony reception services and providing them with the best path and choices to reach the best advisor
Offer long absence information to calling customers and routing to the best next available advisor
Increase the number of client contacts
CHALLENGES
Alcatel-Lucent OmniPCX Enterprise Alcatel-Lucent Business Contact
PRODUCTS & SOLUTIONS
100% calls answered Managed more calls without increasing branch
resources Unify functionality, ergonomics and service levels in all
branches Track advisors’ customer-relationship telephony activity Centralize telephony management Leverage the existing numbering plan Fully integrate in the bank industrialization model and
channels
BUSINESS BENEFITS
Location: Europe Industry: Banking & finance
CUSTOMERS OVERVIEW
HELPS SEVERAL REGIONAL BANKS REDUCE LOST CUSTOMER CALLS
COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.
FURTHER DOCUMENTATION, QUOTATIONS, CONTACTSFURTHER DOCUMENTATION: • Download the Business Contact documentation on the Business PortalREQUEST A QUOTATION FOR BUSINESS CONTACT STANDARD EDITION AT:• Alcatel-Lucent Professional Services [email protected] BUSINESS REQUESTS:• Contact your local Channel Sales Manager• Or your local Services Business Developer:CENTRAL & NORTHERN EUROPE
• Leader : Christophe Ameline• Germany: Bernard Hammerlindl• CCSE: Mikaël RouéEUROPE AND SOUTH• Leader: Claudio Iglesias• France: Yoann Le Guernic• Mediteranean Countries: Pasqualino Capitani
CENTRAL & LATIN AMRICA• Alexandre DauberNORTH AMERICA:• Rakesh BajaniaASIA PACIFIC • Cédric LogeaisMIDDLE EAST & AFRICA• Driss El Malki
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