Talkro CVMS - FKII 한국정보산업연합회

1 1 Copyright 2003 DaumSoft All rights CVMSCRM Fair 2003 Fall( ) ( ) 946-12 6 tel) 02-565-0531 fax) 02-565-0532 (VOC) 2 Copyright 2003 DaumSoft All rights (VOC)II. Talkro CVMS (Customer Voice Management System)III. VOC IV. VOC V. VI. Why DaumsoftVII. Q&As3 Copyright 2003 DaumSoft All rights (Voice of Customer)4 Copyright 2003 DaumSoft All rights reserved.. 5% .. <Reichheld and Sasser> , 9 .. <Technical Assistance Research Program > 15%70%85%5 91%20%5 Copyright 2003 DaumSoft All rights reserved. Voice Of Customer(VOC) Communication Message / (Ask) (Transaction) (Claim)PhoneWeb/eMail On-Off lineService / / ( , ) / (Customer) ?6 Copyright 2003 DaumSoft All rights reserved.

2 A customer complaint is: any expression of dissatisfaction by a customer, whether justified or not. - from BS:8600 ?7 Copyright 2003 DaumSoft All rights Solution Can Only Trace Customer Buying BehaviorDepends on many data points effective for high volume of transactions per customerCan Only Trace Customer Buying BehaviorDepends on many data points effective for high volume of transactions per customer Making decisions based on gut feel and historical data concerning past behaviors , . Making decisions based on gut feel and historical data concerning past behaviors , . New Measures of Customer AttitudesPoised to become a leading application in the CRM space < / Braun Consulting>New Measures of Customer AttitudesPoised to become a leading application in the CRM space < / Braun Consulting> Current CRM systems fail to roll customer feedback into forward looking product and marketing plans Current CRM systems do not indicate that there was a customer service problem until long after the situation occurred A bad purchase experience can alter customer s future buying decisions<Aberdeen Group Research 2002> Communication CRM Real Communication CRM Real CRM SolutionCRM SolutionVOC SolutionVOC Solution 8 Copyright 2003 DaumSoft All rights reserved.

3 (Customer) (Company) As-Is Needs Process To-Be (Customer) (Company) (Customer) Needs Process + Needs Needs + VOC 9 Copyright 2003 DaumSoft All rights reserved. ! (Let s Listen) ! (Let s Listen) 70% 9% 5% 85% : Reichheld and Sasser 70% 9% 5% 85% : Reichheld and Sasser 25-30% 70% FAXFAX Mission!II / VOC (1)10 Copyright 2003 DaumSoft All rights reserved. ! ! Mission!IIII 54% 19% : <2001> VOC (2)11 Copyright 2003 DaumSoft All rights reserved.

4 ! !VOC Data S S S S S S SS SSSS#####VOC Information / Mission!IIIIII 1 2 3 1 1 1 VOC (3)12 Copyright 2003 DaumSoft All rights ( )VOC ( ) / / Contact ( )Contact ( ) / / PhoneInternet / CallCenterTalkroERMS eMail FAQ Q&A VoIP Chatting FAQE lectronicInformationMessage Webpage TalkroWebCrawlingSystemTalkro HelperSystem TalkroCVMS Contents DirectlyIndirectly 2. 3. 4. 5. 1. VOC 2. 3. 4. 5. 1. / 13 Copyright 2003 DaumSoft All rights Solution ITalkro CVMS(Customer Voice Management System)14 Copyright 2003 DaumSoft All rights VOC 15 Copyright 2003 DaumSoft All rights / Call Center VOC VOC ?

5 ? ? ? ? ? .. ! , .. ! , .. / VOC VOC 16 Copyright 2003 DaumSoft All rights reserved. CVMS CVMS CVMS PeoplePeopleProcessProcessPlatformPlatfo rmProductProduct CRM VOC VOC Process CRM VOC VOC Process Single View of Customer Voice VOC Management ( VOC ) VOC Management ( VOC ) 4P VOC Management System 4P VOC Management System (VOC) (VOC) VOC 17 Copyright 2003 DaumSoft All rights System VOC Analysis SystemChattingVoIPEscortedBrowsingBBSE-m ail CVMS VOC SystemVOC ( )

6 VOC VOC KnowledgeBuilding SystemVOC Template Best Practice DWOLAP VOC WebCrawlingTemplate Live ITI Web Crawling System VOC Indexing VOC Info. Status FAX Feedback / Anti-site / ClaimInfo DBVOC Admin Channel 2 1 1 1 1 AnyChannelVOC CVMS 18 Copyright 2003 DaumSoft All rights ServicePresentation ServiceCVMSDB / Claim InfoKBTalkroCVMSL egacySystem (CTI) Mail Web( ) AS Web/IntranetIntranetService CVM Web( )Transaction ServiceTransaction ServicePersonalization Personalization Collaboration Collaboration CommunicationCommunicationWorkflowWorkfl owReport Report Single Sign On Single Sign On AdministrationAdministrationSecuritySecu rityContent AdoptionContent AdoptionData Management Data Management Publishing & Distribution Publishing & Distribution Information ManagementInformation ManagementLegacy AdapterLegacy Adapter DB DBMail ServiceSMS Service / DB (VOC).

7 , , Admin( ) / Legacy Legacy CVMS 19 Copyright 2003 DaumSoft All rights StoreDomainHostAccountUriInformationCraw lerRaw DataInformationFilterRelevance FeedbackInformationProfilefilterInternal VOCOn-Line e-mailHead QuarterOff-Line CTI / Fax / External VOC , web siteDataCrawler CVMS Channel VOC DataCTIS ystemVOC DataERMSS ystem / Talkro CVMSC hannel System(Customer VoiceManagement System) Talkro CVMSC hannel System(Customer VoiceManagement System) VOC 20 Copyright 2003 DaumSoft All rights VOC 1. VOC 2. VOC 3. 5. VOC 7. 9. Feed Back 10. Happy Call 11. Happy Call/ 12. Happy Call 1. VOC VOC VOC 2. VOC ( , , 3. VOC VOC VOC 4.)

8 VOC 5. VOC Happy Call 1. VOC VOC VOC 2. VOC ( , , 3. VOC VOC VOC 4. VOC 5. VOC Happy Call VOC system 8. / VOC 4. VOC / VOCInfo VOC VOC VOC 21 Copyright 2003 DaumSoft All rights VOC 1. 2. CVMS 3. Notice4. 5. 6. , , VOC Q&A, , CVMS VOC VOC , , VOC Q&A, , CVMS VOC VOC VOC InfoDBVOC / VOC VOC NLP Claim , , , , / / / VOC 22 Copyright 2003 DaumSoft All rights / , / , 2.)

9 VOC Property : , , , , 3. VOC , VOC , 5. , , 4. VOC VOC , VOC , VOC VOC 23 Copyright 2003 DaumSoft All rights reserved. - VOC - - - VOC / - , , , : ( / / ) VOC ( Client Web Browser ) CVMS DB (Web), , CVMS DB (Web), , VOC / 24 Copyright 2003 DaumSoft All rights Analysis VOC VOC PatternAnalysis / / VOC VOC Campaign (SMS/DM/E-mail)VOC VOCK nowledgeBuilding VOC VOC Best PracticeVOC VOC Status VOC VOC VOC Code Code Code Code Code Code Code Code VOC Info.

10 CRME-mailFAXSMSSMSS erverDirectMailOutboundServerFAXS erverDM VOC VOC VOC Status VOC / VOC 25 Copyright 2003 DaumSoft All rights reserved. / / / / VOC Platform Platform / VOC , , , , / Knowledge Base Knowledge Base / / / / / / / VOC Knowledge Base Admin Tool Admin Tool / Working Day/ Workflow Property Legacy System Legacy System , , VOC) Talkro CVMS (1)