銳美奇_國(guó)外呼叫中心案例

1、Bank of America美國(guó)銀行Describe the customer installation項(xiàng)目概述Bank of America utilizes our solution in their various contact centers throughout the United States.美國(guó)銀行利用我們的解決方案聯(lián)絡(luò)美國(guó)各地的聯(lián)絡(luò)中心What were the differentiators to pick RMG?RMG有什么與眾不同Because they have acquired many other banks, and incorporated their

2、 call center operations into their own. Bank of America has a diverse and complex environment. Our solution was the only offering that could meet their multifaceted needs.因?yàn)槊绹?guó)銀行納入了很多其他銀行的呼叫中心業(yè)務(wù)，其多樣化和復(fù)雜化的環(huán)境，只有我們的解決方案能滿足他們多方面需求。What other options did the customer consider? 核心競(jìng)爭(zhēng)力有哪些None, driven by inte

3、rnal IT department.沒(méi)有，從內(nèi)部推動(dòng)了整個(gè)IT部門(mén)Consumer Banking 個(gè)人銀行業(yè)務(wù)Jay JershinBank of AmericaWhy is this deal significant?項(xiàng)目的重要性Bank of America falls in the top 13 companies on Fortunes top 100 list in 2012. 美國(guó)銀行在2012年的財(cái)富百?gòu)?qiáng)榜單進(jìn)入了前13強(qiáng)How should similar deals be approached?收獲哪些經(jīng)驗(yàn)Deals of this size should include

4、 involvement from the RMG national account manager and RMG leadership/SRB.這種規(guī)模的交易包括RMG全國(guó)客戶(hù)經(jīng)理參與和RMG領(lǐng)導(dǎo)者/ SRBConsumer BankingJay JershinLenovo聯(lián)想Describe the customer installationWhat were the differentiators to pick RMG?Insert customer logo in this area, roughly the size of this boxRelationship, upgrad

5、es, scalability, financially secure, global representation, support of Unicode fonts/multiple languages.關(guān)聯(lián)，升級(jí)，可擴(kuò)展性，經(jīng)濟(jì)安全，全球支持Unicode字體/多國(guó)語(yǔ)言。What other options did the customer consider? Lenovo was ending its use of Telegenix; they looked at Texas Digital and a third company.聯(lián)想結(jié)束了Telegenix的使用，望德克薩斯數(shù)字和

6、三分之一公司Laptops, desktop, notebooks & netbooks筆記本電腦，臺(tái)式電腦，筆記本電腦和上網(wǎng)本RMG is driving Lenovos worldwide contact centers from their North America HQ, displaying to SmartScreens, InView and NetLites.RMG推動(dòng)聯(lián)想在全球的聯(lián)絡(luò)中心，從他們的北美總部，顯示InView SmartScreens NetLites。Donna BirtzLenovoInsert customer logo in this area, ro

7、ughly the size of this boxWhy is this deal significant?Global representation, great upsideworking on expanding into DCs & IVM data. Great reference.全球表示，很大的上漲空間擴(kuò)大到區(qū)議會(huì)及IVM數(shù)據(jù)。成為重要參考。How should similar deals be approached?Always keep in touchcompanies go through changes on a regular basis, keep them po

8、sted; you can guide them toward applications they might not have thought of.公司通過(guò)定期發(fā)布，始終保持聯(lián)系，你可以引導(dǎo)他們走向他們可能沒(méi)有想到的應(yīng)用。Laptops, desktop, notebooks & netbooksDonna BirtzLiberty MutualDescribe the customer installationLiberty Mutual has a large contact center installation of RMG, including 50+ NetLite II bo

9、ards as well as LCD, InView and InView Mobile.針對(duì)InView和InView移動(dòng)， Liberty Mutual公司大型聯(lián)絡(luò)中心安裝RMG設(shè)備 ，包括50+netliteII板以及液晶顯示。What were the differentiators to pick RMG?RMGs ability to collect and aggregate data from Avaya and databases became the key differentiator for their expansion efforts within their p

10、lex multi-LOB claims operations.RMG的收集能力和匯總數(shù)據(jù)從Avaya和數(shù)據(jù)庫(kù)成為其擴(kuò)張的努力在他們的大型/復(fù)雜的多LOB索賠業(yè)務(wù)的關(guān)鍵What other options did the customer consider?For the InView deployment, Liberty Mutual considered Avaya as well as other Avaya DevConnect partner products such as Merced.針對(duì)Liberty Mutual公司部署InView，考慮使用Avaya公司以及其他Avay

11、a的合作伙伴DevConnect的產(chǎn)品如Merced 。InsuranceTrevor WhiteLiberty MutualWhy is this deal significant?The deal is significant because it is one of our flagship installations of InView and InView Mobile Data. The designs installed for InView at Liberty Mutual have e our sales demo templates.該這個(gè)交易有重大的意義，因?yàn)樗俏覀儼?/p>

12、裝InView和InView的移動(dòng)數(shù)據(jù)的旗艦設(shè)備。 Liberty Mutual公司InView安裝的設(shè)計(jì)已經(jīng)成為了我們的銷(xiāo)售演示模板。How should similar deals be approached?At Liberty Mutual, it was important for RMG to invest time in the pre-sales planning and design in order to position our company as a collaborator and partner.Liberty Mutual公司，為RMG投資時(shí)間在售前的規(guī)劃和設(shè)計(jì)

13、，以我們公司的定位為合作者和合作伙伴是非常重要的。InsuranceTrevor WhiteJohnson & JohnsonDescribe the customer installationMultiple virtual SES systems (9.x and 11.x) supporting visual clients on PC and signage platforms for CC, EC and SC.多個(gè)虛擬SES系統(tǒng)（9.x和11.x的）支持CC，EC和SC視覺(jué)上的客戶(hù)端PC和標(biāo)牌平臺(tái)。What were the differentiators to pick RMG?

14、Meets J&J networks & security standards; supports disparate data sources; RMGs experience in EC & CC; our tech support capabilities.RMG的EC和CC經(jīng)驗(yàn)和技術(shù)能力滿足了強(qiáng)生公司的網(wǎng)絡(luò)和安全標(biāo)準(zhǔn)；支持不同的數(shù)據(jù)源。What other options did the customer consider?For CC, Inova; for EC, Scala, Visix, and others; for desktop, Avaya and AspectHeal

15、thcare productsJim KriegerJohnson & JohnsonWhy is this deal significant?J&J has significant growth potential, with opportunities across hundreds of business operations.在業(yè)務(wù)上的機(jī)會(huì)，強(qiáng)生公司具有很大的增長(zhǎng)潛力。How should similar deals be approached?Introduce Professional Services and Technical Consulting teams; focus o

16、n RMGs expertise in CC & EC; re-introduce SES levels (1,2,3,4); increase reseller margin for larger sales; include graphics kit for EC, EC, SC.引進(jìn)專(zhuān)業(yè)的服務(wù)和技術(shù)咨詢(xún)小組，重點(diǎn)CCEC RMG的專(zhuān)業(yè)知識(shí)，重新引進(jìn)SES等級(jí)，增加更大的銷(xiāo)售毛利率為經(jīng)銷(xiāo)商;包括圖形工具EC，EC，SC。Healthcare products Jim KriegerDelta AirlinesDescribe the customer installationDelta h

17、as 1 data collection server distributing data to 13 reporting servers. This project has approximately 4,000 InView licenses in use. Prior to the upgrade to InView, Delta used DeskView and Vista applications.Delta公司有1個(gè)數(shù)據(jù)采集服務(wù)器將數(shù)據(jù)分布到13個(gè)報(bào)告服務(wù)器。該項(xiàng)目擁有約4000名InView使用許可證。在升級(jí)到InView之前， Delta公司使用DeskView和Vista的

18、應(yīng)用程序。What were the differentiators to pick RMG?RMG can collect data from various types of ACDs. Our flexibility was criticalbeing able to customize to their requirements, also the ease of managing the InView product.RMG可以收集ACD的各類(lèi)數(shù)據(jù)。我們的靈活性體現(xiàn)在能夠定制他們的要求，也便于管理InView產(chǎn)品。What other options did the customer

19、 consider?Delta had been using the Aspect Reporting package, but when they upgraded to Avaya, the Avaya package was not robust enough to support Deltas needs.Delta公司已使用Aspect的報(bào)表，但當(dāng)他們升級(jí)Avaya報(bào)表，是不足以支持Delta公司的需要的。AirlineKelli MillsDelta AirlinesWhy is this deal significant?Delta is a Fortune 100 compan

20、y with huge brand recognition; this was a large implementation with potential for expansion and add-ons.Delta公司是一家財(cái)富百?gòu)?qiáng)公司，擁有巨大的品牌知名度，這是一場(chǎng)有潛在擴(kuò)容和增值的大規(guī)模部署執(zhí)行How should similar deals be approached?Understand various functions within the enterprise (e.g. call center, coaches, operations centers). Involve t

21、he call center operation teams and support organizations, and understand who is making decisions. Typically, a large organization such as this will rely on their call center technology staff.理解企業(yè)（去呼叫中心，教輔機(jī)構(gòu)，運(yùn)行中心等）內(nèi)部的各種功能需求。涉及呼叫中心運(yùn)營(yíng) 團(tuán)隊(duì)和支持機(jī)構(gòu)，懂得真正的決策者。典型地講，像這樣的大型組織將會(huì)依靠他們的呼叫中心技術(shù)員 AirlineKelli MillsJP Mo

22、rgan ChaseDescribe the customer installation項(xiàng)目描述銳美奇將摩根大通標(biāo)準(zhǔn)化，每個(gè)點(diǎn)都在使用SDA/LCD或是智能屏幕，一部分也在用拼接屏。客戶(hù)正在評(píng)價(jià)InView的使用。What were the differentiators to pick RMG?Insert customer logo in this area, roughly the size of this box摩根大通用銳美奇的產(chǎn)品替換以前的產(chǎn)品因?yàn)殇J美奇的團(tuán)隊(duì)，公司結(jié)構(gòu)和系統(tǒng)What other options did the customer consider? 潛在競(jìng)爭(zhēng)Inov

23、a was the only other product seriously considered. Financial金融Kelli MillsJP Morgan ChaseWhy is this deal significant?JP Morgan Chase is a Fortune 100 company with growth opportunities in its contact centers, as well as in EC and its bank branches.How should similar deals be approached?Divide and con

24、quer! An organization this large and diverse is constantly changing. Keep asking questions, and try to find where opportunities are “hidden” within the company and the LOBs. Be willing to explore the company to find opportunities and understand processes.FinancialKelli MillsLBTHDescribe the customer

25、 installation 項(xiàng)目描述London Borough Tower Hamlets 有InView SES licenses 顯示Avaya 實(shí)時(shí)信息給代理商和監(jiān)控人員 What were the differentiators to pick RMG? 為什么選擇銳美奇Insert customer logo in this area, roughly the size of this box客戶(hù)從以前的Simens HiPath升級(jí)到Avaya而且需要能夠?qū)崿F(xiàn)他們?cè)蟹桨傅幕A(chǔ)上，實(shí)現(xiàn)提供實(shí)時(shí)數(shù)據(jù)和原因代碼What other options did the customer c

26、onsider? 潛在競(jìng)爭(zhēng)London Borough Tower Hamlets 看到Avaya桌面應(yīng)用GovernmentGeorgie BadhamLBTHInsert customer logo in this area, roughly the size of this boxWhy is this deal significant? 項(xiàng)目重要性O(shè)ur reseller BT had to supply this desktop application or lose a 5 million deal.我們的代理商應(yīng)該電信將提供臺(tái)式機(jī)How should similar deals

27、be approached?項(xiàng)目經(jīng)驗(yàn)和代理商密切合作會(huì)了解他們的困難和需求。像對(duì)待客戶(hù)一樣對(duì)待代理商，并幫助他們提供售前人員處理復(fù)雜問(wèn)題。Government政府部門(mén)Georgie BadhamLiverpool DirectDescribe the customer installationSES Solution with SDAs and InViews for Avaya real-time data.為Avaya設(shè)計(jì)的SES，SDA和InViews方案為什么選擇RMGInsert customer logo in this area, roughly the size of this

28、 box可以實(shí)現(xiàn)聯(lián)絡(luò)中心數(shù)據(jù)和內(nèi)宣系統(tǒng)結(jié)合，也可以讓本地和新建其他部門(mén)的員工同時(shí)使用What other options did the customer consider? 其他應(yīng)用Centeristics Agent ViewGovernment 政府Georgie BadhamLiverpool DirectInsert customer logo in this area, roughly the size of this boxWhy is this deal significant?Long-standing RMG Dacon customer with great growth

29、 potential.銳美奇忠實(shí)客戶(hù)并有很大潛力How should similar deals be approached?讓客戶(hù)了解最新的創(chuàng)新和方案。而且讓客戶(hù)感知公司因?yàn)槭褂昧水a(chǎn)品而發(fā)生的新變化Government政府部門(mén)Georgie BadhamDirect Line Group (DLG)Describe the customer installation 方案描述聯(lián)絡(luò)中心解決方案，從Avaya CMSR 16 上搜集數(shù)據(jù)并通過(guò)SDA展示在13個(gè)機(jī)構(gòu)的200多個(gè)顯示終端上What were the differentiators to pick RMG?為什么選擇RMGInsert

30、 customer logo in this area, roughly the size of this box安全的核心軟件和操作人員。審計(jì)功能可用于任何內(nèi)容。因?yàn)槲覀冮L(zhǎng)期的積累和經(jīng)驗(yàn)，一個(gè)解決方案,可以很容易地?cái)U(kuò)展。What other options did the customer consider? 其他應(yīng)用Spectrum (incumbent at some existing sites).Developing their own solution.范圍 在現(xiàn)有位置上的現(xiàn)任者開(kāi)發(fā)他們直接的解決方案Insurance 保險(xiǎn)Kevin HillDirect Line Group (

31、DLG)Insert customer logo in this area, roughly the size of this boxWhy is this deal significant?項(xiàng)目金額：110萬(wàn)美金英國(guó)著名品牌Avaya最大客戶(hù)How should similar deals be approached?安全性和易用性是最重要的，我們的長(zhǎng)期積累和豐富經(jīng)驗(yàn)為我們贏得了客戶(hù)信任InsuranceKevin HillCSCDescribe the customer installation和Avaya CMS 組成集成方案，服務(wù)于公司國(guó)際三大呼叫中心（美國(guó)，歐洲，亞洲）和一些小的服務(wù)平臺(tái)。What were the differentiators to pick RMG?全球布局， DevConn