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Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect OverviewFounded 1984 - $65M Revenues + 25 Straight Profitable QuartersDirect and Indirect routes to marketEMEA HQ – Fleet UK
Stockholm, Munich, Croatia, Singapore
North American HQ – Phoenix Chicago, Boston
315 Employees Worldwide and 100% In House Professional ServicesISO9001:2008 Series Quality System Accreditation24x7 Global Support Operation
Syntellect Inc & Ltd are divisions of Enghouse Systems Ltd- $160M Market Cap, $90M Cash, Zero Long Term Debt
Strategic Acquisitions- Teloquent (2003), Apropos (2005), Fluency (2008), Envox (2008), Trio (2009)
Copyright© 2009 Syntellect Inc. All Rights Reserved 4
Launched first open standards IVR (Vista) to leverage Nuance speech engine for customers 1998
Deployed UK’s first transactional speech application at Virgin Media2003
Acquired Apropos to deliver a full contact centre value proposition2005
Delivered EMEA’s first NL Call Steering routing solution2005
Deployed first enterprise Biometric application Allstate Insurance ,followed by Swedish Banken 2003
Launched Voiyager – Worlds first 100% Error Free VXML Speech Applications2008
Evolution
Syntellect is one of Western Europe’s leadingSpeech and Contact Centre solutions providers Acquired Trio
Launched Syntellect voice recorder2009
Acquired Fluency and Envox Maintained Year over year profits2008
Copyright© 2009 Syntellect Inc. All Rights Reserved
Experience and Domain Expertise ‘Our Customer Relationship Strategy is to gain a deep understanding of client
requirements and goals and deliver mutually beneficial and referenceable results’
Focused on Long Term Relationships > Syntellect has delivered Contact Centre solutions to both medium and large organisations for over two decades.
Syntellect’s organic growth, sustained profitability and acquisition strategy provides a solid solutions foundation for medium and enterprise class multi-site organisations.
Growth with ongoing investments in:-
Platform and Technologies Talent and Capabilities Sales and Marketing
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Copyright© 2009 Syntellect Inc. All Rights Reserved 6
Syntellect – Value Proposition Foundations Solutions that are independent of any mixed PBX/IPPBX vendor
environment Avaya, Cisco, Mitel, Shoretel, Alcatel, Nortel, NEC and others
Modular deployments Speech self-service, Voice, Email Web, fax, task/workflow Several ‘packaged integrations’ into contact centre technologies eg IEX
Scaleable and Redundant Architecture Truly open standards based for Enterprise and Carrier markets Premise and Hosted offerings – using common platform
Common design, implementation and support model ISO 9001:2008 Quality Management System
Centralised administration and reporting End to end Management Information Proactive notification of application performance and business ROI
Copyright© 2009 Syntellect Inc. All Rights Reserved
Everyday millions of people experience Syntellect Solutions
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When Communicating at
Work
When Calling Customer Service
When Calling Directory
Assistance
When Scheduling
Appointments
When Completing Transactions
When Providing Information
by Phone
We Automate and Personalise Customer InteractionsThrough Voice Self-Service and Contact Centre Solutions
Copyright© 2009 Syntellect Inc. All Rights Reserved
Comments we frequently hear…Business & Commercial“I can’t cost justify replacing all my PBX’s to do an IP migration”“Can you do a rental package?”“Can I buy now expand later?”“I’d like the Project Billing Schedule to look like this”“Do you offer a risk and reward model?”“I want a fixed cost solution – can you do it?”
Agent & Operational“I’m sorry, you can’t call me directly”“It’s not on my system here,”“Hold on, I’ll put you through to someone else”“No, we don’t use email here for customers”“Who are you again?”“You have to do that online”
Technical & Planning“I want it premise based but with a fully managed service – is that OK”“We want to build it ourselves”“Who will do the integrations?”
Copyright© 2009 Syntellect Inc. All Rights Reserved 9
Core Product Offerings Syntellect CIM Platform
Blending, routing and handling of calls, emails, web chat and workflows Will utilise SCP development environment
Syntellect Communications Portal SCP Flagship Enterprise and Carrier Class platform for self-service
Voiyager© Dynamic IVR application testing Unique and Patented tools which ensures 100% quality attainment of VXML
applications
CT Connect Standards based CTI application Core to our PBX independence positioning
Phonelink Adding CTI capability for hosted CRM systems
Copyright© 2009 Syntellect Inc. All Rights Reserved 10
Other Products Synthesis – PS Engagement to audit contact centre and create
action plan Voiyager©
Dynamic IVR application testing Unique and patented tool which ensures 100% quality attainment of VXML
applications
Syntellect Survey Taker – SCP based VXML survey tool Survey Manager – CIM based survey tool Speech Enabled Auto-Attendant Predictive Outbound Dialler Quality Monitoring – CallCopy Phonelink
Adding CTI capability for CRM Salesforce and Siebel 8 connectors
Copyright© 2009 Syntellect Inc. All Rights Reserved
Experience and Domain Expertise A UK based Professional Services Team delivering
Self-Service and Contact Centre Audits Premise Based and Hosted Consulting Requirements Capture
Operational Objectives Technical Interfaces – Telephony, SIP, CTI, Business Application Integration, Legacy and Web Interface
definition
Voice User Interface Design including Persona Workshops & Usability Analysis
Dialogue Design Grammar Creation System Functional Specification Application Development on Syntellect Communications Portal, Avaya,
Nortel and Cisco Customer Information Systems Integration Business Level Management Information Speech Application Tuning
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Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect UK – Speech Deployment Model
SCP – CPE & HostedSOW > Technical Consultant & Sales Rep
Contracts & Purchase Order (Sales and Legal Counsel)
PM AssignedKick-Off > Requirements Capture – TC
VUI > Persona, Usability, WOZ – Speech ConsultantDialogue Design > VUI TeamSystem Requirements Specification > TCTest Plan > TC
Application Creation > SCP Application DeveloperPlatform installation/telephony/CTI > Systems EngineerSystems Acceptance Testing > Customer and TC
Go LiveTuning > TC/Speech Consultant/Application Developer
Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect UK – CIM Deployment Model
CIMSOW and Business Analysis > Pre-sales Technical Consultant & Sales Contracts & Purchase Order (Sales and Legal Counsel)
PM Assigned
Kick-Off > Requirements Capture – TCSystem Requirements Specification (voice/email and web script flows) > TCTest Plan > TC
Application Creation and Integration > TCL Application DeveloperPlatform installation/telephony/CTI > Systems EngineerSystems Acceptance Testing > Customer and TC
Go Live
Copyright© 2009 Syntellect Inc. All Rights Reserved
CIM CIM/SCP SCP
Customer ‘Identification
and Verification’
drives effective CIM
Copyright© 2009 Syntellect Inc. All Rights Reserved
Customer Interaction Management
• IP / TDM PBX Support
• Speech-enabled self-service voice
portal
• Unified multi-channel interaction
management
• Intelligent routing
• Powerful agent interface
• Complete, searchable customer
interaction history
• Comprehensive management tools
• Business driven reporting
Call Recording
Quality Monitoring
Workforce M
anagement
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Copyright© 2009 Syntellect Inc. All Rights Reserved
• Blended Inbound and Outbound Voice– Scheduled Call Back– Agent Initiated– Abandoned Call Back
• Integrated Call Recording
and Screen Capture
• CTI – Data Pop / Screen
Pop using standard tools
• Voicemail for queues
Voice
Copyright© 2009 Syntellect Inc. All Rights Reserved
• Intelligent Management and Distribution
• Attachment Analysisand Routing
• AutomaticAcknowledgment& Response
• Suggested Responsesand KB integration
• Supporting SLAAdherence
Copyright© 2009 Syntellect Inc. All Rights Reserved
Web
• Integrates into existing Corporatewebsite(s)
• Web Chat– URL page push
• Web Call-back– On-demand– Scheduled
Copyright© 2009 Syntellect Inc. All Rights Reserved
Fax and Whitemail• Routes inbound faxes with DDI
to specific skill-sets/groups
• Fax/Whitemail image delivered asE-mail contactattachment
• Centralised Fax/Whitemailservices with IVault integration
• Desktop client for outbound faxes
Copyright© 2009 Syntellect Inc. All Rights Reserved
• Launch External Applications and Workflow tools
• Track secondary task visibility in the Interaction Queue
• Employ CIM Real-time & Historical Reporting Features for Off-Line Interactions
• Apply Escalation Rules to Off-Line Tasks
Task / Workflow Items
Copyright© 2009 Syntellect Inc. All Rights Reserved 22
Agent Desktop Application
• Windows-based desktop application• Tiered Configuration controls
– Agent, Supervisor & Administrator views• Media-handlers
available for eachinteraction type
• APIs forintegration
Copyright© 2009 Syntellect Inc. All Rights Reserved 23
Resource Manager Application
• Toolbar based Real-time Supervisory tool• Tiered and Partitioned for solution-wide control• On-the-fly
ResourceManagement
• Supervisoryalarms
Copyright© 2009 Syntellect Inc. All Rights Reserved
Management &Reporting
• Reporting– Real-time views– Historical trends– Call recording– Interaction history
• Tools– Drag & Drop Call Routing
• Administration– Local & remote system
management– Call categories– Users
Copyright© 2009 Syntellect Inc. All Rights Reserved 26
Interaction Vault (IVault)
• Web-based search tool for interaction content
• All media channels• ‘Cradle-to-Grave’ Interaction history• Fully integrated in the CIM Call Recorder
• Searchable acrossCIM & Customerdata
Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect Survey Manager
• Allows administrators to quickly and easily incorporate surveys into multi-channel contact centres
– Fully integrated into
CIM– Create, administer,
and deploy surveys in a few easy steps
– Define actions based on results
Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect Call Recorder
• Tightly Integrated with CIM– Agent Synchronisation with CIM – CIM Interaction Properties
tagged to the callrecording
– Retrieve recordingsfrom IVault
Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect Call Recorder
• Features– Voice and Screen Recording– Create and Manage
Quality AssuranceScore Cards
– Aids PCI Compliance– Supports VoIP and
TDM Environments– Provides Flexible
Recording Criteria
Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect Outbound Communicator
• Higher contact centre efficiency and profitability
• Automation of outbound campaigns• Efficient call blending • Maximise utilisation of contact centre
agents via true call blending
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Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect Outbound Communicator
Initial Feature Support– Call Blending – Predictive Dialing– Automatic time-zone recognition– Live Voice Detection– Variable call pacing controls– Database screen pops– Call list import– Call list exclusion and filters
management– Call Centre integration– Agent call-back scheduling– Skills based routing
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Copyright© 2009 Syntellect Inc. All Rights Reserved
Syntellect in the Enterprise
WAN
TCP/IP over Ethernet
Telephony
ExternalDatabase
Agent
InteractionManager
VoiceServer
PSTN
CIM DB
SupervisorWeb
serverEmailserver
DBServer
CTI Link
Voice Server
TCP/IP over Ethernet
Agent
Telephony
PSTN
Supervisor
DBCTI Link
TCP/IP over Ethernet
Agent
PSTN
Supervisor
DB
CTI Link
HeadquartersRemote Agent
PSTNThe Multi-Site Virtual Contact CentreDistributed Environment: Multiple Options for Maximum Resilience &Minimal TrafficUtilising existing LAN infrastructure
Utilising existing WAN infrastructure
Copyright© 2009 Syntellect Inc. All Rights Reserved
Single-Node Architecture
WAN
TCP/IP over Ethernet
Telephony
ExternalDatabase
Agent
InteractionManager
VoiceServer
PSTN
CIM DB
SupervisorWeb
serverEmailserver
DBServer
CTI Link
Voice Server
TCP/IP over Ethernet
Agent
Telephony
PSTN
Supervisor
DB
CTI Link TCP/IP over Ethernet
Agent
PSTN
Supervisor
DB
CTI Link
HeadquartersRemote Agent
PSTN
Primary Node is located at Headquarters
Secondary Sites log to Headquarter Node
Calls can arrive at all sites with Voice Servers
Robustness relies heavily on existing WAN infrastructure
Copyright© 2009 Syntellect Inc. All Rights Reserved
Multi-Node Architecture
WAN
TCP/IP over Ethernet
Telephony
ExternalDatabase
Agent
InteractionManager
VoiceServer
PSTN
CIMDB
SupervisorWeb
serverEmailserver
DBServer
CTI Link
Voice Server
TCP/IP over Ethernet
Agent
Telephony
PSTN
Supervisor
DB
CTI Link TCP/IP over Ethernet
Agent
PSTN
Supervisor
DB
CTI Link
HeadquartersRemote Agent
PSTN
InteractionManager
Additional Peer Interaction Managers at Primary NodesSecondary Sites can log to Primary Sites
Primary Sites function as Islands during WAN failure
No Single Point of Failure
Copyright© 2009 Syntellect Inc. All Rights Reserved
High Level Architecture
VoiceServer(s)
Database Server
Switch Link
Voice Ports
Interaction Manager
Link Agent Link Agent
Copyright© 2009 Syntellect Inc. All Rights Reserved
In the event of…CTI Link Outage
VoiceServer(s)
Database Server
Switch Link
Voice Ports
Standard Agent Standard Agent
• Agents automatically become “Standard Agents” (no softphone)
Interaction Manager
Copyright© 2009 Syntellect Inc. All Rights Reserved
VoiceServer(s)
Database Server
Switch Link
Voice Ports
Link Agent Link Agent
• Agents automatically revert back to “Link Agents” (full softphone)
Interaction Manager
CTI Link - Outage Recovery
Copyright© 2009 Syntellect Inc. All Rights Reserved
Voice Server or Port FailureIP-based - voice server farm
“N+1” VoiceServer(s)
Database Server
Switch Link
Voice Ports
Link Agent Link Agent
• PBX is configured to failover calls to alternative ports/server
• Seamless operation from customer and centre perspective
Interaction Manager
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent Agent
VoiceServer(s)
Database Server
Switch Link
Voice Ports
• Syntellect CIM system continues to operate without a database
• Transactions written to log files
Interaction Manager
Database Server – Managing Outage
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent Agent
VoiceServer(s)
Database Server
Switch Link
Voice Ports
• Logs automatically written back into database (as CPU permits)
• NIL service interruption
Interaction Manager
Database Server – Outage Recovery
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent Agent
VoiceServer(s)
Database Server
Switch Link
Voice Ports
Secondary Node:• Scripted failover to alternate server• Clients and Servers reconnect to new Interaction Manager
• Interactions survive the transition
Interaction Manager
Interaction Manager
Primary Server - Outage
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent Agent
VoiceServer(s)
Database Server
Switch Link
Voice Ports
Secondary Node Recovery:• Manual or automated recovery to primary Interaction Manager
• No loss or interruption in interaction history
Interaction Manager
Primary Server – Outage Recovery
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
Database Server
Interaction Manager
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
WAN
Multi-Site Fault-Tolerance – WAN Failure
Interaction Manager
Database Server
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
True Virtual Queuing across sites
SITE A
SITE B
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
Database Server
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
WAN
Database Server
WAN
WAN Hiccup (very brief) Failure:• Brief loss of inter-site comm.
• No effect on operation
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
Multi-Site Fault-Tolerance – WAN Failure
Interaction Manager
Interaction Manager
Copyright© 2009 Syntellect Inc. All Rights Reserved
WAN
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
Database Server
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
Enterprise
Database Server
Lengthy WAN Failure:• Sites are isolated, and can become “islands”
Premier Bill Evans 0:00:55 New Issue
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Lori Filippi 0:01:23 New Issue
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Sales Nate Jones 0:12:36 New Order
Premier Harvey Johnson 0:27:20 New Issue
SITE A
SITE B
Multi-Site Fault-Tolerance – WAN Failure
Interaction Manager
Interaction Manager
Copyright© 2009 Syntellect Inc. All Rights Reserved
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
Database Server
Agent
Voice/IntServer(s)
Switch Link
Voice Ports
WAN
Enterprise
Database Server
WAN Recovery:• Sites are automatically reconnected
• Complete virtual queuing & data is restored
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
Premier Bill Evans 0:00:55 New Issue
Standard Jerry Smith 1:47:13 Ticket 24765
Standard John Lawrence 0:01:28 Ticket 22654
Premier Marsha Cohen 0:00:57 New Issue
Standard Emily Watson 2:58:10 Ticket 25716
Sales Yvonne Dillon 0:23:47 New Order
Sales George Davis 0:00:58 Order 1475
Standard Lori Filippi 0:01:23 New Issue
Sales Nate Jones 0:12:36 New Order
Premier Carol Parsons 2:15:28 Ticket 21997
Standard William Nichols 3:50:30 New Issue
Premier Harvey Johnson 0:27:20 New Issue
Multi-Site Fault-Tolerance – WAN Failure
WAN
Interaction Manager
Interaction Manager
Copyright© 2009 Syntellect Inc. All Rights Reserved
The Syntellect Advantage Full Service Solution Provider
• Application discovery
• System architecture design
• Project management
• Systems integration
• Speech services consulting
• System implementation
• System lifecycle testing
• Business continuity planning
• Technical support
• Managed services
• Maintenance
• Education & training
54
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