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Choose Wisely:Migrate Your Contact Center
to IP
Kevin McPartlan, VP Business DevelopmentNuasis CorporationFebruary 22, 2004
Current contact center landscapeWhy migrate to IP at all? Distinctions in IP solutions
Network infrastructure migration to IP Application migration to IP
Compelling reasons to move to IPMigration planning
Agenda
Glossary of Terms
CTI – Computer Telephony Integration
ACD – Automatic Call Distributor
TDM – Time Division Multiplexing
VoIP - Voice Over Internet Protocol
IPCC – Internet Protocol Contact Center
ROI – Return on Investment
Complicated and Time Intensive
Antiquated Costly Device
Traditional out-Dated Method
Very Obvious and Incredibly Powerful
Incredibly Powerful Contact Center
Real Obvious Impact
Traditional Call Center ModelVertical solutions - hardware centric/proprietary
Proprietary
Telephony
Monolithic
Proprietary
Telephony
Monolithic
Generic
Data
Monolithic
Generic
Data
Distributed
IVR ACD CTI CRM
Self-service Call Routing DB Access Help desk,SFA Application
Architecture
Network
HW Platform
ACD
ACD
ACDPSTN ACD
Call Center Telephony Network
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
ThirdIntegration
Layer
E-mail Center
Internet WANWeb Collab
CRMDatabase
WANCorporate LAN/WAN
DSL
WAN
CRMDatabase
Traditional Call Centers Three tiers -- two networks + integration
VoIP
Hybrid-IP approachA point-to-point solution that is essentially an extension of the traditional circuit-switched infrastructure. It is classified as an IP offering through the addition of IP trunks and/or line cards.
Two approaches to IPSource: Datamonitor
Pure-IP approachAn end-to-end IP solution built from the ground up with the intent that the solution will be wholly IP-based. The technology enables intelligent routing and centralized management of multi-site centers, while facilitating multi-channel communications over the single corporate data network.
IP link
IP-enabled PBX/ACD IP-enabled PBX/ACDPSTN
Internet
PSTN
Internet IPCorporate data networkCustomer
Customer
ACD
ACD
ACDPSTN ACD
Call Center Telephony Network
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and Middleware
ThirdIntegration
Layer
E-mail Center
Internet WANWeb Collab
CRMDatabase
WANCorporate LAN/WAN
DSL
WAN
CRMDatabase
IP Network Infrastructure
Migration to IP looks familiar
IP can cut operational costs Cost reduction factors and potential savings
Assumptions: three sites; 100 agents per site*Potential savings based on deployment of an IP contact center system, single IP network solution vs. two-network solutions
IP network infrastructure migration factors Potential savings*
Annual inter-site telephony chargesAssume 3 T1s per 3 sites @ $1500 per T1 per month
$ 162,000
Annual system administrationHeadcount reduction; centralized administration of 3 sites and fewer systems per site; $60K annual salary
$ 120,000
Annual labor costsAssume $40K annual per agent; 15% labor reduction by networking multiple centers together
$ 1,800,000
Annual support / maintenance / license contractsCompared against two-network systems with disparate media platforms, CTI hardware & software, duplicate site components.
$ 80,000
CTI application deploymentsHardware / software / professional services for CRM screen pop to agent desktop or intelligent call routing
$ 750,000($250,000 per
deployment)
Annual CTI application agent productivityAssumes 18-20 second reduced call times for 300 agents for 3 minute average call time.
$ 1,200,000
Total Savings $ 282,000
HW Platform Layer Generic servers, Linux, Windows, SNMP, UPS
Network Layer IP, ATM, frame, QoS, RSVP, multiple routes, TDM
Architecture Layer VoiceXML, VoIP, SIP, XML, SOAP, ODBC/JDBC
Application Layer Self-service, contact routing and queuing, SFA, help desk, analytics, ERP
Business Unit
Business & IT
IT
IT
IP Enables the Horizontal ModelSoftware centric – IP is the foundation
InternetWAN
CRMDatabase
Corporate LAN/WAN
DSL
WANIP ContactCenter &IVR
IP application architecture
Call Center Is a Killer Application for VoIP
WAN
Phone, e-mail, and web on a single platform
CRM integration within hours vs. weeks or months
Agents anywhere Multi-site management Single point of administration across
multiple sites Consolidated reporting for all sites
and all media
Clear cost savings unlike other applications Reduction in the number of agents
required in a multi-site configuration Elimination of inter-site telephony charges Elimination of CTI implementation costs Reduction in network administration costs Lower cost of system acquisition
compared to proprietary legacy ACDs
IP applications offer moreApplication migration yields largest savings
Assumptions: three sites; 100 agents per site*Potential savings based on deployment of an IP contact center system, single IP network solution vs. two-network solutions
IP network infrastructure and IP application migration factors
Potential savings*
Annual inter-site telephony chargesAssume 3 T1s per 3 sites @ $1500 per T1 per month
$ 162,000
Annual system administrationHeadcount reduction; centralized administration of 3 sites and fewer systems per site; $60K annual salary
$ 120,000
Annual labor costsAssume $40K annual per agent; 15% labor reduction by networking multiple centers together
$ 1,800,000
Annual support / maintenance / license contractsCompared against two-network systems with disparate media platforms, CTI hardware & software, duplicate site components.
$ 80,000
CTI application deploymentsHardware / software / professional services for CRM screen pop to agent desktop or intelligent call routing
$ 750,000($250,000 per
deployment)
Annual CTI application agent productivityAssumes 18-20 second reduced call times for 300 agents for 3 minute average call time.
$ 1,200,000
Total Savings $ 4,112,000
Customer Response Software
Key to the Customer Relationship Strategy
A Full-Spectrum CRM Software Solution
Customer Relationship Management
Multi-media contact routingAgent / resource activity reportingReal-time informationOperations cost management
Software-based solutions for tighter integration of the contact points and the relationship data
Lower cost deployment of contact center solutions Improved return on CRM investments
Contact Center S/W Siebel, Oracle, etc. S/W
Contact historyForecastingTrackingKnowledge base
Customer Response
Management
ERP
Kbase
IVR
Contact Center SW ApplicationKiller application for VoIP
CustomerService
OperatingCosts
Customer access to the right response channel
Agent access to the right information for first contact resolution
Response via phone, email, web consistent with customer expectations
Network centers together for labor efficiencies
Improve the productivity of agents providing live service
Reduce the cost of managing multiple customer service models
Migration Options
Convert TDM transport to VoIP• Preserves investment in TDM investments• Lowers the cost of telephony transport• Lowers the cost of systems administration
Software-only IP contact center• Fast, low cost deployment of CTI apps• Simplified channel integration (VoIP)• Distributed multi-site routing (servers / software)• Lower TCO• Lowers the cost of telephony transport• Leverages investment in existing CRM integrations
Migration PathsWhere to deploy each solution
Develop a migration strategy based on TDM investment and the operational benefits
Application Layer
Network Infrastructure Layer
Creating a Migration PlanConsiderations
Business readiness for delivery of a “consistent customer experience”
Network readiness for voice and critical CRM applications
Pure IP solution (application) vs. hybrid IP (infrastructure)
Ease of integration to enterprise applications (cost of CTI)
Complexity of user interface for agents and administrators
Mission critical system reliability
How Do I Get Started?Migration typically begins with an initiative Business initiatives
Improved customer service
Consistent customer experience
Multiple media channels (voice, e-mail, Web, etc.)
Linking multiple sites• Disaster recovery• Line of business visibility
Decrease operations costs• Outsourcing• Offshoring
Technology initiatives Move beyond PBX call
routing ACD replacement IVR application CTI Project (Screen Pop) VoIP
Where Would I Start?What drives the decisions?
Application migration Move a line of business that needs automation Move a functional group that needs continuity
across locations Move an internal functional group e.g. help desk
Technology migration ACD replacement at a site CTI Project (Screen Pop) at a site Replace inter-site trunking with VoIP
Making the TransformationSample Checklist
Clearly define your strategy Match your business strategy, technology strategy, culture,
existing infrastructure, etc. Select the approach that fits your environment
Understand mission critical nature of contact centers Prepare for change
IT/Telecom Business Ops
Collaborate in planning, design, implementation, and support
Assess and design network infrastructure (LAN/WAN)
IP Migration Urban LegendsFact or Fiction?
“VoIP sacrifices voice quality”VoIP on a managed network with QoS is high quality; VoIP on the
open Internet may not be
“My network isn’t ready for VoIP”
Many enterprise routers are enabled with QoS and only need to change configuration settings
“VoIP solutions aren’t reliable”The network needs to be reliable, but some VoIP applications can recover from network failures
“VoIP solutions aren’t secure”Security can be achieved – as part of an overall enterprise network security strategy
Next StepsTake action based on what you have heard
Determine how IP can make an impact for you Business process strategy
Budgeted projects ROI
Technology strategy Architecture Migration strategy
Investigation Network readiness VoIP system reliability VoIP system quality
Choose Wisely:Migrate Your Contact Center
to IP
Kevin McPartlanVP Business Development
Nuasis [email protected]
