Systemation Corizon Enterprise Mashup for the Contact Center

May 22, 20090 likes393 views

Edwin Systemation

Describing the enterprise mash-up platform Corizon and how this is used to help integration in Contact Centers

Internet: www.systemation.nl Twitter: www.twitter.com/systemation Email: info@systemation.nl Systemation

Day to day Contact Centre business Billing Customer Info 1 Product delivery Marketing Customer Info 2 Agent Agents use multiple systems Agents also use paper, calculator, telephone lists, etc. Different User interface types in use Integration: Cut / Copy / Past between different systems Order placed Order complete Order complete handle customer

The typical Contact Centre desktop Complex applications give poor service levels Long call times Multiple calls to resolve single issue High error rates Inefficiencies lead to excessive costs High training costs Extra costs from correcting errors Costs from long call times Complexity blocks business initiatives New laws, rules Product introduction Regulatory compliance ALT-TAB CTRL-C CTRL-V a typical call centre agent uses 6 applications in a call* *ContactBabel

The Ultimate Solution Use one single integrated system Lower learning curve Less errors Shorter calls Make sure you are able to change frequently New business initiatives New laws, rules Compose, reuse Have multiple applications for different user groups Create fit for purpose applications No one size fits all approach Able to cope with temporary solutions

Introducing Visual "building blocks" Self service CRM package extension Stand alone Composite Applications Flexible user processes UI Services, visual building blocks AIA Existing applications

Improve Reduce Reduce Improve Shared language for business & IT to deliver better solutions faster Compose fit for purpose applications 50% quicker than custom coding Reduce average handling time , improve data quality , and positively impact customer experience Integrate different generations of IT Architecture styles (from mainframe, client/server to SOA) Business Value? Agility TCO Risk Task Fit Sell Order Fulfil Bill Maintain

Customer Example: Homeserve Gateway 48% increase in cross-sell 35% increase in quality 7% reduction in AHT 59% reduction in screens 8 wk reduction in agent time to competency 38% reduction in churn rate 28% reduction in absenteeism £2.4m benefit per year WINNER “Best Use of Technology”

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Systemation Corizon Enterprise Mashup for the Contact Center

1. Internet: www.systemation.nl Twitter: www.twitter.com/systemation Email: [email protected] Systemation

2. Day to day Contact Centre business Billing Customer Info 1 Product delivery Marketing Customer Info 2 Agent Agents use multiple systems Agents also use paper, calculator, telephone lists, etc. Different User interface types in use Integration: Cut / Copy / Past between different systems Order placed Order complete Order complete handle customer

3. The typical Contact Centre desktop Complex applications give poor service levels Long call times Multiple calls to resolve single issue High error rates Inefficiencies lead to excessive costs High training costs Extra costs from correcting errors Costs from long call times Complexity blocks business initiatives New laws, rules Product introduction Regulatory compliance ALT-TAB CTRL-C CTRL-V a typical call centre agent uses 6 applications in a call* *ContactBabel

4. The Ultimate Solution Use one single integrated system Lower learning curve Less errors Shorter calls Make sure you are able to change frequently New business initiatives New laws, rules Compose, reuse Have multiple applications for different user groups Create fit for purpose applications No one size fits all approach Able to cope with temporary solutions

5. Introducing Visual "building blocks" Self service CRM package extension Stand alone Composite Applications Flexible user processes UI Services, visual building blocks AIA Existing applications

6. Improve Reduce Reduce Improve Shared language for business & IT to deliver better solutions faster Compose fit for purpose applications 50% quicker than custom coding Reduce average handling time , improve data quality , and positively impact customer experience Integrate different generations of IT Architecture styles (from mainframe, client/server to SOA) Business Value? Agility TCO Risk Task Fit Sell Order Fulfil Bill Maintain

7. Corizon Platform Technical Architecture Activity Monitoring Data Allow rapid prototyping Composition based on user process User Profile Data (single sign on) Browsable service library REST interface: XML+HTML over HTTP Generated reusable UI from different API’s (webservices, databases, etc) HTTP/s HTTP/s UI Extraction from existing applications Existing application UI Data, Services, APIs

8. Customer Example: Homeserve Gateway 48% increase in cross-sell 35% increase in quality 7% reduction in AHT 59% reduction in screens 8 wk reduction in agent time to competency 38% reduction in churn rate 28% reduction in absenteeism £2.4m benefit per year WINNER “Best Use of Technology”

9. Changing the face of software More info: www.systemation.nl

Editor's Notes

#3: <number>
#4: e.g. portal failures
#6: 5
#7: 6
#9: 8

Systemation Corizon Enterprise Mashup for the Contact Center

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Editor's Notes