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© 2003 AudioCodes Ltd. All rights reserved.
IP Contact CenterSuccess Stories
Alan Percy, Director of Business Development
What to expect
• What’s the big deal?• A little history • A peek at the future• Some actual examples• Q/A
What’s the big deal?
• Over the next five years, Datamonitor expects significant growth in the number of IP-architected call centers, defined as ones in which all forms of communication, including voice, are treated as data within a single enterprise network using Internet Protocol (IP). (Datamonitor 11/02)
Traditional Call Center Limitations
• Expansion is expensive and difficult• Depends on integration of separate systems and
CTI links• Designed before email, chat, or click-to-talk
Traditional Call Center Limitations
• Networking is fraught with perils • Very expensive• Duplication of equipment• Depend on TIE Lines ($!)• Call hand-off is clumsy• Separate load balancing and performance
monitoring
Traditional Call Center Limitations
• As a result, most call centers are limited to one or two locations• More likely to suffer service disruptions• “Boiler room” environments• Unable to leverage time-zones • Lack geographical diversity• HR issues and retention challenges
Why IP?
• “Distributed Enterprise” Model• Unlimited deployment flexibility• One or two central sites• Number of smaller branch sites• Centralized management/monitoring
• Benefits• Full-functionality at every seat• Avoid duplication of equipment• Avoid maintenance costs• Share resources
Why IP?
• Remote Centers• Hire where labor costs are low• Geographically “closer” to customers• Leverage time zones• Geographic diversity
• Snowstorms• Earthquakes• Fires• Other
Why IP?
• Better service• Better call hand-offs (all data goes with the call)• Easier call routing to available agents• Diversity yields greater reliability
• Hosted Contact Center• Service Provider Deployments• Allow end-customer to rent agent seats as needed
Why IP?
• Lower per-agent costs• Reduced inter-facility costs• Eliminates expensive PBX• Lower Instrument cost• Wiring facility is less expensive (1/2)
Baxter Credit Union
• Company• Servicing Baxter Medical, CDW and others• Headquarters: Vernon Hills, IL• Membership: Over 97,000• $680M in Assets• Domestic and International Membership• 18 Offices in IL, FL, NC, CA, AR, and PR• Investment in Infrastructure Technology
Baxter Credit Union
• Challenge:• Current reseller, Digital Voice Systems (DVS) already providing
IVR and Web-banking services• Existing Avaya PBX short on features• PBX needed significant (and expensive) upgrades• Update headquarters - 170 Stations • Plan to service 18 remote offices• Leverage investment in advanced network• Needed clear ROI
…perfect example of Distributed Enterprise needs
Baxter Credit Union
LAN
PSTNPSTN
WANWAN
MP-104 FXO
Main Office Branch Office(s)
SIP Phones
LAN
SIP PhonesCIC/EIC
IPM260
T1/E1Card
H.100 SIP
Baxter Credit Union
• The Solution:• Interactive Intelligence CIC 2.2• SIP-based solution• 40 Agents, remainder are administration• Agents distributed around various offices
• Work scheduling and language skills
• Contact Center suite• IVR, Queuing, Recording, Management
• 170 Cisco 7940 instruments w/ SIP• Two AudioCodes IPM-260 Cards
(240 channels total )• Total of 7 T1 trunks in main office
Baxter Credit Union
• Results:• BCU Headquarters went live November 2002• Total cost of solution less than just the upgrades to the Avaya
switch• Full functionality on all phones• Customer is very happy• Roll-out to 18 remote sites during 2003• 10 Phones and FXO gateway at each remote
(no KSU at branches)• Bonus: significant savings on inter-branch long distance
InktelDirect
• Company• InktelDirect is the largest minority-owned,
integrated direct marketing services company in the United States
• Founded in 1993• 400 Employees• Offices in Miami, Chicago and Atlanta
InktelDirect
• Challenge• Replace 85 seat PBX-based contact center• Expand to 300 seats• Support Multi-media• Avoid large capital expenditure• Avoid high maintenance costs
InktelDirect
• Solution• Concerto Software’s™ ContactPro™• Hybrid solution using old PBX and new IP
stations• Agents use workstation soft-phones
• Results• Saved $5,500/agent seat
Delhi Call Center
• Company• Delhi Call Center is and Outsource Service
Bureau working on Telemarketing campaigns for Multinational Clients.
• Based in India.• 200 + Employees on multiple shifts• 72 Voice Blended Seats.
Delhi Call Center
• Challenge• Support for Distributed Architecture to tap the human
potential of sub-metro town in North India.• Support Multi-media• Startup and to avoid large capital expenditure• Avoid high integration and maintenance costs.
• Solution• Concerto Software’s™ EnsemblePro™• Agents use workstation soft-phones• Deployed 72 Agent positions
• Results• Improved operational efficiency.
Genesys IPCC- Concensys
• Real implementation …really fast!• Bought 500 licensed seats of IPCC Q4 2001• Re-sold 100 seats to Gallup, Q4 2001• Lab implementation complete Q4 2001• Gallup “go live” Q1 2002
• Genesys software running on “off-the shelf hardware … really simple!• Intel-based box with Windows or Unix• H.323 VoIP gateway• Voice termination
• PC with voice app• H.323 compliant IP Phone
• Real implementation …really fast!• Bought 500 licensed seats of IPCC Q4 2001• Re-sold 100 seats to Gallup, Q4 2001• Lab implementation complete Q4 2001• Gallup “go live” Q1 2002
• Genesys software running on “off-the shelf hardware … really simple!• Intel-based box with Windows or Unix• H.323 VoIP gateway• Voice termination
• PC with voice app• H.323 compliant IP Phone
Genesys IPCC - Concensys
WAN
VoIP gateway
Customer 2w/no PBX
WAN
VoIP gateway
Customer ‘n’w/traditional PBX
PSTN
Concensys data center
Cisco 5300 GW
GenesysGenesysIPCCIPCC
Host servers
IP (QoS) LAN/WAN
Gallup Pure IP
Further Reading
• Integrating Voice Between Satellite Call Centers by Cindy Anderson• http://www.tmcnet.com/tmcnet/articles/0901tt.htm
• E-Darwinism: The Evolution of the Virtual Contact Center by Bryant Downey• http://www.tmcnet.com/cis/0701/0701cint.htm
• IP Telephony and the Interaction Center Platform• http://www.inin.com/documentation/whitepapers/SIP/IP_Telephony
-IC_Platform.pdf
• Concerto Software Case Studies
• http://www.concerto.com
Summary
• What the Analysts are thinking• Differences between traditional and
next-generation contact centers• Actual Case Studies• More information
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