Index  

   Building  CC  infrastructures     Mul4-­‐point  Vs.  All-­‐in-­‐One     New  trends:  communica4ons  and  IT     Open  Source  Benefits     Supported  Business  Models     Elas4c  &  Dynamic…  as  real  as  life  

Building  Contact  Center  

Infrastructures  

PBX  ACD  

USERS  

REPORTS  

INTERFACE  

ADMIN  

BACK-­‐  OFFICE  

USERS  

REPORTS  

INTERFACE  

ADMIN  

EMAIL   USERS  

REPORTS  

INTERFACE  

ADMIN  

SMS   USERS  

REPORTS  

INTERFACE  

ADMIN  

IVR   USERS  

REPORTS  

INTERFACE  

ADMIN  

RECORD   USERS  

REPORTS  

INTERFACE  

ADMIN  

CHAT   USERS  

REPORTS  

INTERFACE  

ADMIN  

SCRIPT   USERS  

REPORTS  

INTERFACE  

ADMIN  

DIALER   USERS  

REPORTS  

INTERFACE  

ADMIN  

BLEND   USERS  

REPORTS  

INTERFACE  

ADMIN  

FAX   USERS  

REPORTS  

INTERFACE  

ADMIN  

CRM   USERS  

REPORTS  

INTERFACE  

ADMIN  

…   USERS  

REPORTS  

INTERFACE  

ADMIN  

DON’T  WORRY…  THERE  IS  A  BETTER  

WAY  

CORE  UNIFIED  CORE  

PBX  ACD  

DIALER  

MULTI-­‐  CHANNEL  

BACK-­‐  OFFICE  

BLENDING  IR  /  IVR  

RECORD  

SCRIPT  

CRM  

…  

CORE  UNIFIED  CORE  

PBX  ACD  

DIALER  

MULTI-­‐  CHANNEL  

BACK-­‐  OFFICE  

BLENDING  IR  /  IVR  

RECORD  

SCRIPT  

CRM  

…  o Single  AdministraEon  

o Lower  SI  Costs/TCO  o Consolidated  Reports  o Less  IT  support  o One  neck  to  grab  o User  Interface  more  natural  /  unified  o Speed-­‐up  CSR  Training  o Op4mize  servers/power…  more  green  

OBVIOUS  ADVANTAGES  

What                                                  says…  “Companies are choosing integrated contact center suites... to lower the cost and complexity of delivering personalized customer interactions”

“Many mainstream adopters… are

selecting TSPs that offer pre-

integrated, all-in-one application

suites that enable them to integrate

communication technologies more

easily while ensuring contractual

responsibility, and avoiding CTI

projects that can be expensive to

develop and maintain”

“enables treating

each customer

contact in the

context of prior and

ongoing interactions

with that customer,

and according to the

human and

technology resources

available”.

"This level of dynamic performance optimization provides leading companies a significant competitive advantage in customer service”

Some  Figures…  

Cost per Agent

65 % lower Integration &

Installation Costs 15 % lower

System Administration

Costs 60 % lower

Communica4on  Evolu4on  –  Consolidate  &  Standardize  

PSTN

Internet

011001 010010 101000

CC OPERADOR

CLIENTE

011001 010010 101000

IP

IP I

TERMINAL

IP I 011001 010010 101000

EVOLU

TION  

SIP  

SIP  

CLOUD COMPUTING

Hardware  Evolu4on  –  Proprietary  to  Common  

JUST VIRTUAL.

EVOLUTION  

Freedom & Flexibility

Reduced Cost

Scalability, Stability & Performance

Based on Standards

Secured

Up-to-date (patches & features)

Uses Generic Hardware

Constitutes a Toolbox - Unlimited

Open  Source  Telephony  on  the  Enterprise  

18%  

16%  

12%  11%  

8%  

8%  

27%  

End  Points  Installed  in  2008  (North  America  Market)  Source:  www.nojiber.com  

Open  Source  

Nortel  

Cisco  

Avaya  

Mitel  

Nec  

Other  

How  much  of  that  is  Asterisk?  

>  85  %  Source:  www.nojiber.com

So  flexible…  it  serves  any  business  model  

ON  PREMISE   OFF  PREMISE  

SELF  MANAGED  

OUTSOURCED  

Open  Business  Model  

" ˜ "OWNED   INCLUDED  USE   OPTIONAL  NOT  

 INCLUDED  "" ™"

PURCHASED  

FINANCED  

RENTED  

SAAS/HOSTED  

SOFTWARE   HARDWARE   SUPPORT   PS   MANAGED  

"

"˜ "

" " " "

˜ " ˜ " ˜ ""

"˜ " " "

" "™" ™"™"

Come  and  visit  us  @  Astricon  2009  

o Live  Demos  

o QuesEons  o Projects  

Thanks!  EUROPE  Orense,  68  –  4º  Izq  28020  Madrid  

T:  (+34)  91  224  17  53    

EUROPE  Comte  Urgell,  240  3º  08036    Barcelona  -­‐  Spain  

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T:  +1.800.847.3309  

US  1221  Brickell  Ave    Suite  1540  Miami,  Florida  33131  

T:  +  1  800  847  3309  

www.presenceco.com  info@presenceco.com  markeEng@presenceco.com