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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
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Building Contact Center
Infrastructures
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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
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DON’T WORRY… THERE IS A BETTER
WAY
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CORE UNIFIED CORE
PBX ACD
DIALER
MULTI-‐ CHANNEL
BACK-‐ OFFICE
BLENDING IR / IVR
RECORD
SCRIPT
CRM
…
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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
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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”
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Some Figures…
Cost per Agent
65 % lower Integration &
Installation Costs 15 % lower
System Administration
Costs 60 % lower
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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
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CLOUD COMPUTING
Hardware Evolu4on – Proprietary to Common
JUST VIRTUAL.
EVOLUTION
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Freedom & Flexibility
Reduced Cost
Scalability, Stability & Performance
Based on Standards
Secured
Up-to-date (patches & features)
Uses Generic Hardware
Constitutes a Toolbox - Unlimited
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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
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How much of that is Asterisk?
> 85 % Source: www.nojiber.com
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So flexible… it serves any business model
ON PREMISE OFF PREMISE
SELF MANAGED
OUTSOURCED
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Open Business Model
" ˜ "OWNED INCLUDED USE OPTIONAL NOT
INCLUDED "" ™"
PURCHASED
FINANCED
RENTED
SAAS/HOSTED
SOFTWARE HARDWARE SUPPORT PS MANAGED
"
"˜ "
" " " "
˜ " ˜ " ˜ ""
"˜ " " "
" "™" ™"™"
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Come and visit us @ Astricon 2009
o Live Demos
o QuesEons o Projects
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Thanks! EUROPE Orense, 68 – 4º Izq 28020 Madrid
T: (+34) 91 224 17 53
EUROPE Comte Urgell, 240 3º 08036 Barcelona -‐ Spain
T: (+34) 93 10 10 300
US 400 Perimeter Center Terrace, NE Suite 900 Atlanta GA 30346
T: +1.800.847.3309
US 1221 Brickell Ave Suite 1540 Miami, Florida 33131
T: + 1 800 847 3309
www.presenceco.com [email protected] [email protected]
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