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CCC2- Smooth Contact Center Migration Bridging the Gap

CCC2- Smooth Contact Center Migration Bridging the Gap. Kentis GOPALLA February, 2008. Agenda. Why Migrate ? Voice-centric to Multimedia Migration Expanding in Size and Functionality. The Dynamic Enterprise. …interconnects. …for continuous and transformative growth.

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CCC2- Smooth Contact Center Migration Bridging the Gap

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  1. CCC2- Smooth Contact Center Migration Bridging the Gap Kentis GOPALLA February, 2008

  2. Agenda • Why Migrate ? • Voice-centric to Multimedia Migration • Expanding in Size and Functionality

  3. The Dynamic Enterprise …interconnects …for continuous and transformative growth

  4. Alcatel-Lucent Solutions

  5. Protect your assets Extend your reach Talk your customer’s language Contact Centers for the Dynamic Enterprise Protect your assets The Dynamic Contact Center + + =

  6. 1 Why Migrate ?

  7. Reasons For Migration • EmailMultimedia Open Media • Increase in number of agents Expansion Multi-site configuration • Resource Optimization CRM Integration • Combining Contact centres Company mergers • Home working agents Go Green Campaign Virtual CC

  8. PERFORMANCE COST • Rip & Replace Approach ? • Lose Initial Investment ? • Training Investment ? COST RISK PERFORMANCE • Can the same SL be maintained ? • Agent Performance ? RISK • Customer History ? • Compatibility With other applications ? Migration Fears

  9. Solution Portfolio Richness /openness OmniGenesys OmniTouch CC PE OmniTouch CC SE Open media Multimedia Voice centric

  10. 2 Voice-centric to Multimedia Migration

  11. OTCC SE OTCC PE Full Migration Voice & Email Users Voice Centric Partial Migration OTCC PE OTCC SE Voice & Email Users Max 150 seats Voice Centric From Voice centric to MultiMedia Omnitouch CC Premium Edition and OmniTouch CC Standard Edition can now co-exist on the same platform

  12. COST Full Migration • Protect your assets • Maintain your initial Investment – CCD Backup • Spread your cost with a phased approach OTCC SE OTCC PE Partial Migration OTCC PE Voice Centric OTCC SE Voice & Email Users Voice & Email Users Max 150 seats Voice Centric RISK PERFORMANCE • No disruption in contact centre operation • Migrate at your own pace • Increase Customer Satisfaction • Increased communication channels • Increase Agent Performance • Collaboration • Intuitive and Matrix form GUI for routing. • CRM Integration From Voice centric to Multimedia

  13. 3 Expand in size and functionality

  14. Bridging The Gap Openness / flexibility For larger CC, routing needs to be more open and flexible to optimize operation cost OG No of agents 150 OTCC PE For ease of migration and operation, the Visual CC can now be retained and used on the OmniGenesys Platform For small/medium size CC, ease of use is more important to reduce administration cost EZ2

  15. Full Migration OG OTCC SE Voice & Email Users Voice Centric Partial Migration OTCC PE OTCC SE Voice & Email Users Max 150 seats Voice Centric Bridging The Gap

  16. COST • Protect your assets • Maintain your initial Investment – CCD Backup • Maintain your Visual CC Investment • Retain your CRM Integration • Retain your training investment RISK PERFORMANCE • No disruption in contact centre operation • No Rip & Replace approach • Retain Customer History • Increased communication channels with open media • Maintain Service Level • Retain ease of use through Visual CC. • Additional Tools to further optimize routing and reporting Bridging The Gap Full Migration OTCC SE OG Voice Centric Voice & Email Users Partial Migration OTCC SE OTCC PE Voice Centric Voice & Email Users Max 150 seats

  17. OG Voice & Email Users OTCC SE Voice Centric OTCC PE Voice & Email Users Making Migration Smooth CRM Adapters Database Access Customer History Reporting Data

  18. With Alcatel-Lucent • make your contact center evolution a • journey……. • Not a • destination

  19. Alcatel-Lucent: Partner to the Dynamic Enterprise Enabling the Dynamic Enterprise

  20. www.alcatel-lucent.com

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