Adoption of IP in the Next-Generation Contact Center (SIP-02)

Adoption of IP in the Next-Generation Contact Center(SIP-02)The Business Perspective Moving PartsJohn Kelly, RVP Sales, Altitude Software

[email protected]

(847) 207-8510

INFORMATION ONLY – FOR FACILITATOR

A conference call was held between Altitude and ATT resources that will be on the panel. The ATT resources will take a more technical approach that will focus on infrastructure; getting the call to the premise. Altitude will be the last presenter and focus on the business perspective and rolling out and managing an IP contact center.

We assume 5 minutes to get going, 30 minutes for presentations and 10 minutes for Q&A.

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Transition Your Contact Center to IP

Managing:

Customer Preferences

The Status of CSR’s

Security

Latency

A Unified Interaction Strategy

Mission Critical Expectations

Agenda

[email protected] • (847) 207-8510

Intelligence of Customer’s Preferences

Collect key variables to segment customers and their preferences

Deploy workflow tools that help capture meaningful data with the ability to quickly adapt the workflow to business anomalies

Access to data in real time to drive business rules

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Manage the Status of Resources

Phones are now called “end points” with IP addresses

Data drives events and presence

Application server monitors events from telephony servers

Understand what is practical to manage remote agents

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Delivering Customer Interactions Securely

Understand your internal rules for security

Different rules for onsite versus virtual (remote) agents

Behind firewalls, VPN access, or internet with passwords

Authentication of users & privileges based access rules

Desktop security; can agents copy private customer data?

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Managing Latency

One size does not fit all; fit to the purpose

Thin client: low desktop req’s; high bandwidth req’s

Fat client: high desktop req’s; low bandwidth req’s

Soft phone adds risk of latency and quality over hard phones

G.711: more bandwidth; higher quality; less CPU at TS

G.729: less bandwidth; lower quality; more CPU at TS

QoS and CIR; what are the trade-offs for remote users

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Unified Customer Interaction Strategy

Common Application Server to manage presence and rules for:

Inbound voice, Outbound Voice, Email, Chat

IVR applications; or at least integration to pass data with transfer

Common data schema for all interaction applications

Common tools for building and managing apps

Common desktop application

Or, a lot of integration work, and re-integration work

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Mission Critical & Business Continuity

This is a risk management exercise

Not every point of failure needs the same High Availability strategy

Business resiliency; more than technology failures

Change management; mitigate human errors

Find people with a few old T shirts and avoid Kool-Aid drinkers

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Question & Answers…

[email protected] 207 8510

www.altitude.com

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Documents

Adoption of IP in the Next-Generation Contact Center (SIP-02)