numero overview
11th October 2010
© 2010 numero - Commercial In Confidence
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numero overview
Who are numero?
© 2010 numero - Commercial In Confidence
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Our Vision
© 2010 numero - Commercial In Confidence
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About numero
Overview
Structure
• Successful private
• 52 staff
• HQ in Manchester, UK
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•
company
Substantial track record of
innovation in multiple IT
sectors
30+ blue chip customers
Clients represent leaders
in their field
Mature & significant
Partner support
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© 2010 numero - Commercial In Confidence
10th
year
Heavy ongoing
investment in
R&D
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>30 blue chip
clients
80% of
employees in
software &
services roles
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Our Market Space
numero
interactive
© 2010 numero - Commercial In Confidence
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Platform innovation
First solution
deployment
Introduce
multi-brand
capability
05
01
Business
formed
SMS
functionality
10
• Websphere
integration
• Platform
redevelopment
project – V4
Automated
ERMS for
transactional
emails
• Concept
origination
• Acquire
NLP
platform
© 2010 numero - Commercial In Confidence
• Enhance scalability
& resilience
• Integrated
telephony &
correspondence
functionality
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i-Series
First new
deployment
V4.1
Websuite
Chat
Where we fit
CTI
Single Desktop
Dynamic Data Forms
Scripting
Call Backs
All channels
Unified Desktop
Single CMS
CRM
Customer – CASE record
Single view of customer
© 2010 numero - Commercial In Confidence
Telephony
Web Self
Service
Contact
Centre &
Back Office
Keep Client
Informed
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Dynamic FAQ
Contact Us
Contact deflection
Secure Messaging
Click to Chat
Call back
Social media
Dynamic SMS
Email
Secure Messaging
Unify field service to contact
centre
Social media
Our increasing marketplace
New emerging markets:
Publishing/subscription
Financial
Logistics
Public
Utilities
HR
Growth
Telecom
Partners
Growth
Creating new opportunities
Retail
Financial
Services
Traditional & proven
Growth
Home Shopping
Business Process
Outsourcing
Traditional & proven
Traditional & proven
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© 2010 numero - Commercial In Confidence
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numero overview
numero interactive
© 2010 numero - Commercial In Confidence
Page 9
The challenge
Call Centre
Online
Capture
Admin Centre
Interpret
Data Centre
Allocate
Branches
Prepare
Off shore
Interact
The customer interaction journey is complex
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© 2010 numero - Commercial In Confidence
Page 10
►
numero overview
Examples of the challenge
© 2010 numero - Commercial In Confidence
Page 11
Barry
© 2010 numero - Commercial In Confidence
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Gary
© 2010 numero - Commercial In Confidence
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Jenny
© 2010 numero - Commercial In Confidence
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Our solution
Capture
Enrich
Process
Interaction
mgmnt
Route
Assist
Respond
The customer interaction journey is simplified
Workflow automation provides business case & ROI
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© 2010 numero - Commercial In Confidence
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numero interactive Overview
Workflow
Letters
Email
Forms
Call logs
SMS etc…
Inbound
Gateway
Outbound
Gateway
Enrichment
Workflow A
Workflow B
CTI
Telephony
Billing
Self-Serve
Web Suite
Fulfilment
Resource Manager
Content
Management
System
CRM
• Agent Availability
• Agent Skills
• Queue Size & SLAs
Universal
Queue
Work
Legacy
Control
Unified Agent Desktop
Status
Supervisor Console
Customer & Case Management
CRM
Data
© 2010 numero - Commercial In Confidence
Reporting
• Contact
• Case
• Customer
Information
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Back-Office
Systems
numero interactive - Principal functions
response management
work task
organisation & optimisation
reporting & MI
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task acquisition and classification
defined process flows
work allocation and skill based routing
unified agent desktop
task automation
 content management repository
 assisted response construction
 multi-channel output
 real time workforce monitoring
 historical reporting
 adherence monitoring
auditing & compliance
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access rights management
automatic audit trails
rule based data encryption and obfuscation
document retention and archiving
customer, case &
contact management
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customer recognition and creation
case management
quality management rules
single view of contacts (in & out)
© 2010 numero - Commercial In Confidence
Page 17
numero overview
numero interactive at work
© 2010 numero - Commercial In Confidence
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numero interactive – scenario #1
• How can ni help an agent improves upsell/cross sell?
 Websuite - Dynamic FAQ’s
 Click to Chat
© 2010 numero - Commercial In Confidence
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Scenario 1
Cross Sell/Upsell
© 2010 numero - Commercial In Confidence
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numero interactive – scenario #2
• How can ni help reduce the resource cost of handling a customer
interaction?
 Automated workflows
 System generated and received SMS
© 2010 numero - Commercial In Confidence
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Scenario 2
SMS/Automated workflow
© 2010 numero - Commercial In Confidence
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numero interactive – scenario #3
• How can ni help improve the agent efficiency in managing
returns/complaints
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Dynamic Data Forms - Agent Scripting
Email generation
Dynamic FAQ’s for deflection
Call Backs
© 2010 numero - Commercial In Confidence
Page 23
Scenario 3
DDF’s/Agent scripting & Callbacks
© 2010 numero - Commercial In Confidence
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numero overview
Summary
© 2010 numero - Commercial In Confidence
Page 25
The Keywords...
Multi-channel
interaction hub
Single agent
desktop
CASE
Voice, web
chat, FAQ etc.
Workflow
Automation
CRM - inbuilt
or legacy
Resource
rationalisation
CTI
Dynamic Data Forms
/ Agent Scripting
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© 2010 numero - Commercial In Confidence
Page 26
►
ATOS Origin update
6th October 2010
© 2010 numero - Commercial In Confidence
Page 27