Building the Best Experience for Your Customers and Your Business

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1. Building the Best Experience for Your Customers and Your Business Dan Jenkins | @dan_jenkins Build your own Contact Centre 2. Dan Jenkins @dan_jenkins 3. Me CEO |…
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  • 1. Building the Best Experience for Your Customers and Your Business Dan Jenkins | @dan_jenkins Build your own Contact Centre
  • 2. Dan Jenkins @dan_jenkins
  • 3. Me CEO | Founder | Director Nimble Ape Ltd Node.js & WebRTC Developer Spoken at Astricon 4x ❤ Open Source Technology
  • 4. danjenkins @dan_jenkins
  • 5. Nimble Ape nimblea.pe dan@nimblea.pe @nimbleapeltd
  • 6. Node.js Consulting
  • 7. Microservices Consulting
  • 8. IoT Consulting
  • 9. WebRTC Consulting
  • 10. Contact Centre Specialists
  • 11. Building the Best Experience for Your Customers and Your Business
  • 12. What’s the Problem?
  • 13. Customer Service is more vital than ever before.
  • 14. Customers demand better service
  • 15. Customers demand highly unique and personal experiences
  • 16. More customers want to chat first.
  • 17. More customers demand better service
  • 18. If they don't get it, they'll run to another provider
  • 19. WARNING! BOLD statement imminent
  • 20. Most Contact Centres are technologically dead
  • 21. They’re scared of evolving
  • 22. They’re slow to change
  • 23. Changes are feared
  • 24. Asterisk based Contact Centres were historically brittle
  • 25. Asterisk is DEAD
  • 26. Long Live SuperHero Asterisk
  • 27. Long Live Web Technologies
  • 28. Stop building your Contact Centre on old technology
  • 29. Your business deserves better
  • 30. Your customers deserve better
  • 31. Your agents deserve better
  • 32. And finally, you deserve better
  • 33. Web Technologies
  • 34. HTTP(S)
  • 35. REST
  • 36. Scalable
  • 37. APIs
  • 38. WebRTC
  • 39. Developers More Web Developers than C developers More Web Developers than Sysadmins More Web Developers than people who understand Dialplan
  • 40. Browsers Fast Update Cycle Some of the biggest players developing them for you
  • 41. Browsers [WebRTC]
  • 42. Fast Paced Development
  • 43. Distributed Computing Power
  • 44. Test Driven Development
  • 45. Contact Centres need the Web
  • 46. The future of the Contact Centre is the Web
  • 47. Get Onboard
  • 48. And the time is now
  • 49. How do we do this?
  • 50. Adhearsion
  • 51. ARI
  • 52. Everything Mark said yesterday
  • 53. Asterisk as a Media Engine
  • 54. Everything Fred said yesterday
  • 55. Use the best tool for the job
  • 56. WebRTC
  • 57. Microservices
  • 58. Test Driven
  • 59. 100% Code Coverage
  • 60. HTTP APIs
  • 61. IBM Bluemix
  • 62. Cordova Project Oxford
  • 63. A custom Contact Centre for your business
  • 64. A custom Contact Centre for your customers
  • 65. Web Integrations
  • 66. Bluemix
  • 67. Speech to Text
  • 68. £0.0121 Per Minute 1.21p Per Minute 2.42p Per Minute for Telephony Speech to Text
  • 69. English (US), English (UK), Mandarin, Portuguese (Brazil), Spanish Speech to Text
  • 70. Sentiment Analysis
  • 71. Sentiment Analysis
  • 72. Sentiment Analysis
  • 73. Sentiment Analysis English, French, German, Italian, Portuguese, Spanish, Russian
  • 74. Microsoft Cordova APIs
  • 75. Speech APIs
  • 76. Face Detection
  • 77. Image Analysis
  • 78. Once we have the text of a call, we can do so much with it
  • 79. Is my customer positive?
  • 80. Is my customer negative?
  • 81. What keywords are spoken repetitively?
  • 82. Is my agent saying the right things?
  • 83. How can we help our agent?
  • 84. Custom
  • 85. Customer meta data
  • 86. Call meta data
  • 87. Agent meta data
  • 88. Ready to build something awesome?
  • 89. Thanks! @dan_jenkins @nimbleapeltd dan@nimblea.pe
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