No matter how large or small an organisation, the ... - GoPro.net

capybarabowwowSoftware and s/w Development

Oct 30, 2013 (3 years and 5 months ago)

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Introduction



GoPro Contact

Cent
er


developed by
ITSS
technologies

in Iceland.



ITSS technologies



part of
GoPro Group

with main
focus on telephony software and other communication
software.



GoPro Contact

Center



certified member of the
GoPro suite.



GoPro Contact

Center

2.1.


latest release in June
2001. Major release sceduled every other year.



GoPro Contact

Center



fairly new software but
designed and programmed by highly respected
specialists within the Domino world who have won
numerous achievements for their work.






Ásbjörn Jónsson

Managing Director

ITSS technologies





Agenda




GoPro Contact

Center



what makes it so special?



GoPro Contact

Center



value for the user.



Typical call center problems.



GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!



Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???




Ásbjörn Jónsson

Managing Director

ITSS technologies




GoPro Contact Center

What makes it so special??






What makes it so special?



GoPro Contact Center
is an extension of the case
-

and
document management system, GoPro Case.



Same rules regarding workflow



All interactions easy



Similar interfaces (very user friendly)




GoPro Contact Center
is not a stand
-
alone CRM system.



Connects with other systems



Easier for the user



Less expensive



Less educational cost



Easy to customise to fit different working fields





Ásbjörn Jónsson

Managing Director

ITSS technologies


Agenda




GoPro Contact

Center



what makes it so special?



GoPro Contact

Center



value for the user.



Typical call center problems.



GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!



Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???


Ásbjörn Jónsson

Managing Director

ITSS technologies




Value for the user

The call center agent:


Handling phone calls, faxes, e
-
mails, voice mails etc. all in
the same manner (unified messaging)


Logging all contacts automatically


Viewing all previous contacts for the “online” customer


Viewing all cases for the “online” customer


GoPro Contact Center


GoPro Case


Looking for previous contacts by using various parameters


Viewing the load of incoming calls to the call center and
how many calls are being answered vs. Incoming


Standard responces for answering e
-
mails and faxes


Reminders; easy to use and very effective



Ásbjörn Jónsson

Managing Director

ITSS technologies



Value for the user

The call center agent:



Interaction with the case management system with guided
workflows


Access to all data in IBM Content Manager (text, pictures,
video files....).


Access to all other Notes databases through
GoPro Contact
Center
, e.g.; (see next slide).


Personal mail box and Calendar.


GoPro Case

(case and document management
system).


Integration with other systems and
GoPro Contact Center

workflow guides the agent to the right place in any system.




Ásbjörn Jónsson

Managing Director

ITSS technologies



Value for the user















Ásbjörn Jónsson

Managing Director

ITSS technologies

Value for the user

Everybody benefits!



Standard answeres:


More professional answeres


Time saving => increased workrate



User interface and workflow:


Very userfriendly =>
Less educational cost!


Guides the user to the right place in other systems =>


Even less educational cost!!


Standard workflow reduces the risk of mistakes


Standard workflow and guidelines reduces each


“online” time => increased workrate



Ásbjörn Jónsson

Managing Director

ITSS technologies


Value for the user

Everybody benefits!



GoPro Contact Center and Case

integration:


Easy to “cross”create, view and save documents (figure)


Integration of workflow between
GoPro Contact Center

and
GoPro Case

not a problem



Not stand alone CRM systems:


GoPro Case
; case and document management system


GoPro Contact Center
; Call Center system


More focused solutions for the customer


Lower prices




Ásbjörn Jónsson

Managing Director

ITSS technologies


“Cross”creating, saving and viewing















Ásbjörn Jónsson

Managing Director

ITSS technologies

“Cross”creating, saving and viewing















Ásbjörn Jónsson

Managing Director

ITSS technologies

Agenda



GoPro Contact

Center



what makes it so special?


GoPro Contact

Center



value for the user.



Typical call center problems.



GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!



Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???




Ásbjörn Jónsson

Managing Director

ITSS technologies




Typical Call Center problems

The cause and the effects


1.
High turnover rate
(cause)

2.
High educational cost
(effect)

3.
Non educated staff

(effect)


How can we solve this?



Standard and easy workflow


Precise user guidelines


Better interaction with other systems


User friendly interface


Ásbjörn Jónsson

Managing Director

ITSS technologies


Agenda



GoPro Contact

Center



what makes it so special?


GoPro Contact

Center



value for the user.


Typical call center problems.



GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!



Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???




Ásbjörn Jónsson

Managing Director

ITSS technologies




GoPro Contact Center, GoPro Case

and IBM Content Manager














Ásbjörn Jónsson

Managing Director

ITSS technologies

Agenda



GoPro Contact

Center



what makes it so special?


GoPro Contact

Center



value for the user.


Typical call center problems.


GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!



Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???




Ásbjörn Jónsson

Managing Director

ITSS technologies




Reference



The largest Call Center in Iceland;
Iceland Telecom




50 agents answering phone calls, e
-
mails, faxes... by using
GoPro Contact Center




To maximize the effectiveness of
GoPro Contact Center
,
Iceland telecom uses skill based routing and load balancing.
This is recommended in CC which are larger than 10 agents.









Ásbjörn Jónsson

Managing Director

ITSS technologies

Reference


Iceland Telecom

Profits:



“No matter if it
´
s phone, fax or e
-
mail, everything that has being
done is logged and saved under the corresponding customer”


very helpul in analyzing and reporting



January 2000


35 agents were answering 65.000 calls/month
(not using GoPro Contact Center). Incoming calls were 100.000
/month



April 2001


50 agents were answering 100.000 calls and
20.000 e
-
mails and faxes (using GoPro Contact Center).

Incoming calls were 110.000 /month



70% of e
-
mails are answered with standard responses =>
professional answeres and much less time



Less educational cost on all other systems because of direct
links to forms through
GoPro Contact Center


Ásbjörn Jónsson

Managing Director

ITSS technologies



Agenda



GoPro Contact

Center



what makes it so special?


GoPro Contact

Center



value for the user.


Typical call center problems.


GoPro Contact Center, GoPro Case,


IBM Content Manager


the brilliant CRM solution!!!


Reference: Iceland Telecom

-
the largest call center in Iceland.



Other references.



Q & A???




Ásbjörn Jónsson

Managing Director

ITSS technologies




Other references



ESSO



Reykjavik city Engineer



Samvinn Travel



GoPro Landsteinar Group












Ásbjörn Jónsson

Managing Director

ITSS technologies

Any questions?

Thank you for your attention

Ásbjörn Jónsson

Managing Director

ITSS technologies