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PakNetX What is an Internet ACD? Spring 98 VON Conference Bruce Allen, President and CEO PakNetX Corporation www.PakNetX.com. Outline. VON perspective The POTS ACD The Internet ACD A solution for the long term. VON Today - a Perspective. This is the year of the Gateway (POTS - IP)

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Outline

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  1. PakNetXWhat is an Internet ACD?Spring 98 VON ConferenceBruce Allen, President and CEOPakNetX Corporationwww.PakNetX.com

  2. Outline • VON perspective • The POTS ACD • The Internet ACD • A solution for the long term

  3. VON Today - a Perspective • This is the year of the Gateway (POTS - IP) • Voice (only) on the net is just cheap long distance • Wake up call for legacy telecom network • Short term arbitrage opportunity • Most VON phones and gateways are proprietary • Cannot interoperate with other brands • Limited to audio only

  4. The Future of VON is MON • Phones and gateways will interoperate • H.323/T.120 protocol standards • The real value of Internet for telephony is in multimedia phone calls • Hard to do video and data collaboration over phone network-- needs rigid ISDN • MM Internet Telephony is inexpensive and available • VON becomes MON (Media calls On the Net)

  5. The Internet for Customer Contact • Web browsing is Man to machine, like a rich media Interactive Voice Response (IVR) • Certain applications require immediate person-to-person communication • New, MON products make person-to-person phone calls rich in media like the Web • Today, voice call centers use an Automatic Call Distributor (ACD) to manage incoming calls

  6. What Does a POTS ACD do? • Matches customer needs to agent capability and availability • Performs call routing • Queues/ switches (distributes) call to agent • Caller dials lead number • ACD hides agent extension numbers from caller • Provides agent features (hold, transfer, conference) • Provides supervisor features (monitor/ barge-in) • Provides music on hold or IVR • Provides agent usage statistics to Supervisor • Uses a single caller phone line

  7. What More Must and Internet ACD do? • Internet security- H.323/T.120 firewall • Act as directory service • Hide and re-map agent’s IP addresses • Accept Web initiated “Call Me” requests • Accept direct Internet phone calls

  8. Internet “Call Around”- very limited “Call Around” Controller Customer • Only “click to call Me” • No direct phone call • No security or firewall • No directory or mapping • No transfer or hold • No conference, barge in • No call tracking • No media on hold or IMR Control Data Agent Agent

  9. Introducing PNX™ ACD • First Internet ACD to manage audio, video, and data as a traditional phone call • Provides MON functionality • PakNetX PNX™ ACD is a software solution • Meets long term Internet needs “The only ACD for your Internet Call Center”

  10. Internet Switched- Full ACD Function PNX™ ACD Customer • Allows “click to call Me” and direct phone calls • All agent and Supervisor features • Full LAN security • Processes and filters TCP/IP, H.323, T.120 Control and Data Agent Agent Supervisor Provides all voice ACD functions and adds MON

  11. Internet PNX™ ACD - Standalone Configuration PNX™ ACD Customer Web Server (Optional) Control Data Agent Agent Supervisor

  12. PNX™ ACD Features • Switch architecture, not bypass or call back • All data streams and protocols switched and processed • Performs call processing • Functions as a standalone ACD, provides traditional ACD features • Enables integration with existing call center components • Integrated H.323/ T.120 firewall proxy • Standards-based H.323 IP phone support (E.G. NetMeeting, Intel IBVC) • Audio, data, video capable • Data includes white board, application sharing, browser sharing, FTP, chat • H.323 IP phone or browser initiated calls • Agents are exclusively IP connected, location independence

  13. Call Center Vendors Aspect, Lucent, NorTel, Rockwell, Siemens, etc. “UnPBXes” PakNetX Yes “Click to Call Me” vendors: Bypass Call Around Call Through POTS gateway vendors No Audio (TDM)Call Processing and Switching Internet (Packet)Call Processing and switching

  14. Future Directions • Adoption/ use of Internet’s rich media continues • Telephony traffic migrates towards IP • People will still require human contact • Market direction mandates PNX™ ACD solution PakNetX delivers PNX™ ACD today

  15. Summary: PNX™ ACD : The industry’s first Internet call center technology to handle audio, video and data as one contact, offering a new level of personalized, interactive customer service over the web.

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