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2. Business movementto the CRM and e-CRM Model Customer Lifetime Value Transaction -Centric C ustomer R elationship M anagemente-CRM Mass MarketOne-to-One Model
3. Customer Interaction Market 90% Overthe Phone Email Growth to $130M CRM Software Growth to$11.5B in 2002 WEB-based Call CenterGrowth to$1.2B IP-enabled Call Center Growth to$890M 1997 2004 2001 2002 2003 Envisioning the Futurewith Computer Telephony Forrester Research AMR Research Yankee Group Frost & Sullivan 4. Customer Relationship Management
5. Market Segmentation ACD Call Centers Call Center Related Businesses E-Mail Management Systems Call Center Portal Systems CRM / e CRM E Commerce Professional Services 6. CRM / eCRM Definition Key Players CRM-Comprises business strategies to optimize profitability, revenue and customer satisfaction.CRM applications focus on relationships with customersrather than on transactions eCRM- Web-centric approach to synchronizing customerrelationships across communication channels, business functions and audiences. CRM Siebel Vantive Clarify (Nortel) Remedy Pegasystems SAP eCRMSilkNet Octane Bluestone BroadVision Net Perceptions 7. CRM/eCRMOverview
8. CRM/eCRM Market Sizing and Growth Rates CAGR 20% CAGR 31% CAGR 38% CAGR 27% Total market CAGR 27% Based on Gartner Group 1999 study using 2.5 factor for professional services 9. RsumRouting -- the engine that enables CRM solutions . This robust solution isaimed at helping companies develop and manage profitable relationships with their customers over time. RsumRouting, the CRM EngineVirtual Group Routing Routing E-Mail Routing Web Forecasting/Scheduling Simulations Single and Multi-Site Simultaneous Voice and Data Call Transfer Automated Database Population Workflow Reporting Screen Pops Remedy Siebel 10.
Results Driven Solution Positive Results -Customers , Employees, & The Business 11. ProCenter RsumRouting FY 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 12. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 13. RsumRouting Telephony Server
Cost Functionality Desktop Call Center RsumRouting s 14. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 15. Specific E-Mail Transactions
Existing ServerSMTP/POP3 MX e-mail Internet Customer 1 1 1 2 2 2 16. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 17. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Xpressions Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream Call Director 18. ProCenter RsumRouting Call Director IVR LikeCall Prompter Card Press 1 for Sales Press 3 for Accounts Receivable Press 2 forAccounts Payable Enter Name or Number
Caller 19. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 20. What is CRM?