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Nortel Confidential Information
BUSINESS MADE SIMPLE
Planning for the Future
Frederic FrizzarinNortel Multimedia ApplicationsTuesday 9th October 2007
Industry at Historic Inflection Point
Hyperconnectivity
Hyperconnectivity is a trend in which anything that can be connected to the network, will be connected, encompassing person-to-person communication, person-to-machine and machine-to-machine
Nortel’s philosophy of Business Made Simple holds more meaning than ever
Hyperconnectivity
Hyperconnectivity
• SOA/ Web Services• Network-Engaged Applications• Applications-aware networks
“True” Broadband
CommunicationsEnabled
Applications
Contact Centre Market Trends
Competitive differential is driven by providing greater effectiveness and ubiquitous access, at a lower cost
• Faster• Increase the Speed of Business Transactions
• Simpler• Communicate and Collaborate effortlessly
• Cost effectively• Save with simplified application delivery and management
• Today’s environment is too complex• Too many vendor products• Integration is difficult
• Consolidation and Virtualisation
• Mega-trend: Communication Enabled Applications• Applications are to be intelligent and fully featured, regardless of the
interface used to access them• Communications experience is part of the total applications experience
• Disruption• The traditional Communications ecosystem is merging with the IT
ecosystem creating richer, more productive, results
• Evidence• Online gaming merging with voice communications• “Click to Connect” web pages• Internet dependent television like TiVo, and MediaCenter PC
Contact Centre Market Trends
Customers are everywhere
Agents are anywhere Voice E-mail
IM
Fax
VideoChat
SMS
Web
Communication devices abound
Customer Contact is Changing
• Offer “First Contact Resolution”
• Open up new channels of communication and collaboration with your customers
• Integrate voice, video, Instant Messaging, web collaboration and speech
• Offer advanced mobile 3G/4G services
• Provide video kiosks
• Make hold time productive with new media services
• Deliver dynamic, seamless, secure self-service capabilities enhanced with personal touches
How to Stand out in the Crowd……..
• Agents need real-time access to subject matter experts to resolve customer issues
• The experts could be located anywhere; not necessarily within earshot of the agent
• Agents don’t know which experts are available to help them at any particular time
• Agents may be put on hold, reach voice mail, or have to send an email to the expert
• Agent gets frustrated and wastes valuable time looking for an answer
• Result = Customer dissatisfaction
What are the obstacles today?
What is SIP?
• Session Initiation Protocol (SIP) is a media agnostic Internet Engineering Task Force (IETF) open standard protocol for initiating an interactive user session that involves multimedia elements such as video, voice, chat, gaming, and instant messaging
• SIP unifies your contact details into a single address such as:
• Significantly, SIP delivers [email protected]
• Allows your whole Enterprise to be your Contact Centre
• Allows agents to collaborate with experts in real-time
• Increases First Contact Resolution
• Increases Customer Satisfaction
• Minimises agent frustration
• Allows agents to learn on the job
• Maximises agent productivity
How does SIP help?
Nortel UC Contact Centre Vision
Direction:• Deliver full Multimedia Nortel SIP enabled Contact Centre experience
(Inbound/Outbound voice, IM, email and video) through a single client leveraging Nortel Contact Center and Microsoft OCS or MCS 5100
Key Values:• Real time, multi-modal Contact Centre enabling new customer touch
points (IM, Web-Chat, video, etc.)
• Leverages presence and Collaboration to improve first time contact resolution:
• Improves efficiency of communication between agents, supervisors, and subject matter experts
• Deliver differentiation by extending to customers
• Deliver Nortel Contact Center integrated with unified agent experience
• 'Remove' the Centre from Contact Centre
Agent can conference
the expert in, or respond
to the customer directly
“Expert Anywhere” – Agent Experience
TelephonyToolbar
Agent can call, IM,
email, share screens with
the expert
List of Experts
with their
status
Converged MultimediaPC Client
Cross sell and up-sell opportunities for Enterprises
Flexible deployment: software package and PBX agnostic UC solution
Unified reporting of customer and agent activity
Single unified client for IM, Presence and Contact Centre
Improved serviceability and efficiency through improved time to resolution
Nortel Multimedia Contact Center + OCS 2007Nortel Multimedia Contact Center + OCS 2007
Transforming Unified Communications
Agent not Logged In
Agent Logs-In but 'Not Ready'
Agent goes 'Ready'
Leverage Presence
Agent PC Expert or Customer PC
Multimedia - Instant Messaging
Customer PC Agent PC
• Customer requests IM help from the Contact Centre• IM Contact presented to Agent
Multimedia - Instant Messaging
Customer PC Agent PC
• Agent accepts and receives IM
Multimedia - Instant Messaging
Customer PC Agent PC
• Agent responds with IM
Multimedia - Instant Messaging
Customer PC Agent PC
• Customer requests direction to Web page
Multimedia - Instant Messaging
Customer PC Agent PC
• Agent pushes Web page details to Customer• Customer requests further discussion
Multimedia - Instant Messaging
Customer PC Agent PC
• Agent suggests "Click to Call" or Video request• Customer requests Video connection
Multimedia - Instant Messaging
Customer PC Agent PC
• Voice, Video, Web and IM session established• Conversation continues - either party can close
• Quicker resolution in multi-tiered Contact Centres• Ability to offer differentiated services – e.g. in banking• Video Contact Centres for 3G mobile operators
• Video push• Video streaming
• Video Kiosk Contact Centres• Finance, travel and transportation industries• Benefit of live visual identification
• Make any “Hold” time productive • Opens up new contact methods – e.g. TV
• Press the Red Button to access the Contact Centre
SIP Examples in the Contact Centre
Nortel is the market leader inNortel is the market leader in
Streaming latest Offers from…
Service Creation Environment 2.0
• Graphical desktop development tool that leverages the open-source Eclipse IDE.
• Unification of Nortel Contact Center and Self-Service application tools
• Unified look and feel• Common practises across Contact Center and IVR (VXML) applications
• Full parity (and significant extensions) with CCMA Scripting• Import of existing CCMS scripts for modification and deployment
• Speed your development time using our drag and drop dialog editor
• Develop portable grammars using our drag and drop grammar editor.
• Test your application from your desktop. Set break points, modify variables and step thru your VoiceXML pages.
Service Creation Environment 2.0
SOA Example
HotelBooking
WeatherForecast
LocationInstant
MessagingRoute
CalculationBilling
Consumer
Book it WellServiceConfiguration
• Service-Oriented Architecture (SOA) is a business process architecture based on:• providers making their services (“capabilities”) independently available• providers advertising the services they provide• consumers (computers) finding the providers that provide the services they
seek, often without pre-arrangement• consumers contacting the providers to invoke the service• consumers sequencing the invocation of services to support a work flow or
business practice
• Using a SOA should result in:• loose coupling of consumers and providers• fast and cheap service deployment• significant re-use of components• technology agnosticism• high scalability (“Internet-scale”)
What Is SOA?
IT Friendly: Software Delivery Model
Open Web Services: SOA
Switch Independent Applications
Deliver Unified Customer Experience
NortelCustomerContactSolutions
Nortel Customer Contact Direction