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Adoption of IP in the Next-Generation Contact Center (SIP-02)

Adoption of IP in the Next-Generation Contact Center (SIP-02). The Business Perspective Moving Parts John Kelly, RVP Sales, Altitude Software. John.Kelly@Altitude.com (847) 207-8510. INFORMATION ONLY – FOR FACILITATOR.

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Adoption of IP in the Next-Generation Contact Center (SIP-02)

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  1. Adoption of IP in the Next-Generation Contact Center(SIP-02) The Business Perspective Moving Parts John Kelly, RVP Sales, Altitude Software John.Kelly@Altitude.com (847) 207-8510

  2. INFORMATION ONLY – FOR FACILITATOR A conference call was held between Altitude and ATT resources that will be on the panel. The ATT resources will take a more technical approach that will focus on infrastructure; getting the call to the premise. Altitude will be the last presenter and focus on the business perspective and rolling out and managing an IP contact center. We assume 5 minutes to get going, 30 minutes for presentations and 10 minutes for Q&A.

  3. Transition Your Contact Center to IP Agenda Managing: • Customer Preferences • The Status of CSR’s • Security • Latency • A Unified Interaction Strategy • Mission Critical Expectations John.Kelly@altitude.com • (847) 207-8510

  4. Intelligence of Customer’s Preferences • Collect key variables to segment customers and their preferences • Deploy workflow tools that help capture meaningful data with the ability to quickly adapt the workflow to business anomalies • Access to data in real time to drive business rules John.Kelly@altitude.com • (847) 207-8510

  5. Manage the Status of Resources • Phones are now called “end points” with IP addresses • Data drives events and presence • Application server monitors events from telephony servers • Understand what is practical to manage remote agents John.Kelly@altitude.com • (847) 207-8510

  6. Delivering Customer Interactions Securely • Understand your internal rules for security • Different rules for onsite versus virtual (remote) agents • Behind firewalls, VPN access, or internet with passwords • Authentication of users & privileges based access rules • Desktop security; can agents copy private customer data? John.Kelly@altitude.com • (847) 207-8510

  7. Managing Latency • One size does not fit all; fit to the purpose • Thin client: low desktop req’s; high bandwidth req’s • Fat client: high desktop req’s; low bandwidth req’s • Soft phone adds risk of latency and quality over hard phones • G.711: more bandwidth; higher quality; less CPU at TS • G.729: less bandwidth; lower quality; more CPU at TS • QoS and CIR; what are the trade-offs for remote users John.Kelly@altitude.com • (847) 207-8510

  8. Unified Customer Interaction Strategy • Common Application Server to manage presence and rules for: • Inbound voice, Outbound Voice, Email, Chat • IVR applications; or at least integration to pass data with transfer • Common data schema for all interaction applications • Common tools for building and managing apps • Common desktop application • Or, a lot of integration work, and re-integration work John.Kelly@altitude.com • (847) 207-8510

  9. Mission Critical & Business Continuity • This is a risk management exercise • Not every point of failure needs the same High Availability strategy • Business resiliency; more than technology failures • Change management; mitigate human errors • Find people with a few old T shirts and avoid Kool-Aid drinkers John.Kelly@altitude.com • (847) 207-8510

  10. Question & Answers…john.kelly@altitude.com847 207 8510www.altitude.com

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