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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 T...
Contact Centre – High level Common challenges
Are these some of your challenges?
Improve
Revenues

Improve
Customer
Satisf...
Contact Centre Specific Challenges
•

Defining & Measuring KPIs

•

Performance Monitoring & Reporting

•

Quality Control...
Quality Control
•

•
•
•
•
•
•

Managing QA
– QA agents
– QA department
– QA scoring
Recording Calls – audio/voice and vid...
Campaign Management
•
•
•
•
•
•

Setting campaign and contact strategies
Champion/Challenger testing
Pacing algorithms
Lis...
Develop an intelligent system
Create a ‘virtuous’ circle

Measure
Report &
Feedback

Execute

Analyse

Strategise
Noble System Company Overview
• Global provider of Unified Contact Centre Solutions
• Founded in 1985, over 28 years call ...
The Noble® Solution Suites
Noble® Unified Communications
•

•
•
•
•
•
•
•
•
•
•

Inbound/Outbound/Blended
Multi-Channel Communications
Unified Agent ...
Noble® Business Processing (WFO)
•

ShiftTrack + Full Featured WFM

•

Complete Solution:
Forecasting, Scheduling,
Rosteri...
Noble® IQ (Analytics)
•
•
•

•
•
•

Industry Pioneer in Call Centre
Analytics
CallTech Best Time to Call
software
OnQ Ente...
Noble Systems Market-Share

(Frost & Sullivan)

Market Share
25
20
15
10

5
0
%

•

Noble ranked #1 for outbound in North
...
Client Sample
Contact Centre – High level Common challenges
Are these some of your challenges?
Improve
Revenues

Improve
Customer
Satisf...
Credit Card Payments
An untapped revenue line
•

Today very few contact centres take credit card payments over the phone
–...
Secure Phone Transactions

“technology solutions allowing companies to take sensitive
data securely over-the-phone whilst ...
Solution Overview
•

Semafone is a patented, innovative software technology, which provides secure
voice transactions for ...
Contact Centre PCI Challenges
•
•
•

Keeping Sensitive Authentication Data (SAD) off call & screen recordings
Keeping card...
Secure Collections

Semafone Demo
Telephony Carrierr

Multiple Payment Environment
Contact Centre – Standard Transaction

Payment Service Provider

In Scope...
Secure Enterprise Voice Transaction
Payment Provider Integration
In Scope for
PCI DSS

Telephony Carrier

DTMF Tone
Maskin...
Customer Satisfaction
Direct UK Sales (also in USA, Canada, Australia
and South Africa)
Thank you
Cecilia Jofré
Executive: Business Development
Intuate Group Ltd
ceciliaj@intuate.group.com
+27 82 573 5730
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Best of Breed Global Solutions for SA contact centres: Intuate Group

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Best of Breed Global Solutions for SA contact centres: Intuate Group

  1. 1. Best of Breed Global Solutions for SA contact centres Intuate Group
  2. 2. 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.
  3. 3. Contact Centre – High level Common challenges Are these some of your challenges? Improve Revenues Improve Customer Satisfaction Improve Agent Productivity Challenges Regulatory Compliance Manage Costs
  4. 4. Contact Centre Specific Challenges • Defining & Measuring KPIs • Performance Monitoring & Reporting • Quality Control • Campaign Management • Agent Schedule & Workflow Adherence • Agent Workflow Efficiency
  5. 5. 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
  6. 6. 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
  7. 7. Develop an intelligent system Create a ‘virtuous’ circle Measure Report & Feedback Execute Analyse Strategise
  8. 8. 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
  9. 9. The Noble® Solution Suites
  10. 10. Noble® Unified Communications • • • • • • • • • • • Inbound/Outbound/Blended Multi-Channel Communications Unified Agent Desktop (Composer) Agent Workflow Command & Control (Maestro) Mobile (Harmony) ACD: Advanced Multimedia SkillsBased Routing Predictive Dialling IVR / Messenger Voice Logging & Screen Recording 3rd Party integration Security and PCI Compliance
  11. 11. 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 Targetbased scheduling
  12. 12. 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
  13. 13. Noble Systems Market-Share (Frost & Sullivan) Market Share 25 20 15 10 5 0 % • Noble ranked #1 for outbound in North America Market Share (2013) • 2006 9 2007 10 2008 15 2009 15 2010 16 2011 18 2012 19 2013 20 Grew Market Share >20%* 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.” • In Top 10 of global contact center technology providers
  14. 14. Client Sample
  15. 15. Contact Centre – High level Common challenges Are these some of your challenges? Improve Revenues Improve Customer Satisfaction Improve Agent Productivity Challenges Regulatory Compliance Manage Costs
  16. 16. Credit Card Payments An untapped revenue line • Today very few contact centres take credit card payments over the phone – Risk of fraud – Regulatory compliance
  17. 17. 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”
  18. 18. Solution Overview • 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
  19. 19. 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 A B C-VT C D Description Card-not-present (e-commerce or mail/telephone-order) merchants, all cardholder data functions outsourced. This would never apply to face-to-face merchants. Imprint-only merchants with no electronic cardholder data storage, or standalone, dialout terminal merchants with no electronic cardholder data storage Merchants using only web-based virtual terminals, no electronic cardholder data storage Merchants with payment application systems connected to the Internet, no electronic cardholder data storage 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. Number of Controls V2.0 4 29 60 80 286
  20. 20. Secure Collections Semafone Demo
  21. 21. Telephony Carrierr Multiple Payment Environment Contact Centre – Standard Transaction Payment Service Provider In Scope for PCI DSS
  22. 22. Secure Enterprise Voice Transaction Payment Provider Integration In Scope for PCI DSS Telephony Carrier DTMF Tone Masking Payment Service Provider Out of Scope for PCI DSS
  23. 23. Customer Satisfaction
  24. 24. Direct UK Sales (also in USA, Canada, Australia and South Africa)
  25. 25. Thank you Cecilia Jofré Executive: Business Development Intuate Group Ltd ceciliaj@intuate.group.com +27 82 573 5730

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