Adoption of IP in the Next Generation Contact Center

1. Adoption of IP in the Next Generation Contact Center Rupesh Chokshi Gautham Natarajan Director, AT&T Director, AT&T

2. Topics Covered • Industry Buzz • Business Challenges • IP Enables Convergence • SIP Trunking • Network Strategy • SIP enables Next Gen Contact Centers • Current and Emerging Trends • Next Steps

3. The Industry is Buzzing Collaboration SIP Trunking Remote Agents Convergence Knowledge Worker IP Telephony Unified Communications Intelligent Communications

4. Improve Cost • Scale for Growth • Preparing for Disaster Recovery • Sustaining Flexibility • Implementing Advanced Capabilities • Maintaining Old Technology Business Challenges What Are Your Business Challenges? Transition Evolve Migrate

5. Convergence Drivers and Benefits Contact Center Drivers Landscape 4 Points of Convergence Contact Center Benefits Performance Enhancing operational efficiencies and productivity Take Advantage of Services Over IP “How can I improve productivity?” Applications Agility Increasing time-to-market and workflow responsiveness Optimize Your Application Infrastructure “How can I better integrate business applications?” Application Infrastructure Enable Your Network with MPLS Control Strengthening visibility and real-time adaptability across the enterprise “How can I manage my costs more effectively?” NetworkingFabric Integrate Mobile and Fixed Access Options “How can I ensure the security of my business?” Security Protecting against the unexpected Access

6. SIP / Web Services / IMS IP MPLS IP Enables the Convergence …….. Business Applications Devices Custom CRM / ERP eCommerce Conference – Web, audio Messaging – Email, IM, Text Presence VoIP / IP Telephony Communications Applications ….. Of Communications and Applications

7. Is This SIP Trunking? Hint: Not a SIP Trunk

8. SIP Trunking – A Better Definition… SIP (Session Initiation Protocol) is an application-layer protocol for creating, modifying and terminating sessions with one or more participants. Examples of sessions include: Multimedia conferences, Voice calls and Multimedia distribution Trunkingis a communications concept around enabling many clients to share network access through a set of lines, frequencies or bandwidth.

9. High Level “SIP Trunking” Architecture PSTN Service Provider IP Network Internet SIP TRUNK Data Access IP PBX Your Facility IP-Phones

10. What’s So Cool About SIP Trunking? • Convergence of Networks (Voice, Data and more) • Dynamic Bandwidth Allocation • Total Cost of Ownership: Capital, Infrastructure & Transport Cost Savings • Common Protocol with Open Standards • Advanced Capabilities available Today ….. the list goes on

11. Key Areas to Think About …. • How do I deal with Hybrid Environment TDM & IP ? • What does Convergence mean for me ? • Are my investments into “Future Ready Technologies” ? • Can I do More with Less ? • How do I support Remote worker and Knowledge worker capabilities ? • What should I do to go Global ?

12. PSTN Mobile networks SIP endpoints Services over IP - The Basic Idea • SIP-based IMS Core on converged IP/MPLS network • Each access type communicates via a designated Session Border Controller (S/BC) • S/BCs translate accessprotocols into SIP, andprovide firewall, NAT • Service layer is agnosticto Transport / Access • Application Servers (AS) plugged into IMS Coreprovide services over IP • All Applications available to all access types Messaging Application Server Conferencing Application Server Video Application Server Voice Application Server Presence Application Server Collaboration Application Server IMS Infrastructure PSTN Session Border Controller SIP Session Border Controller Mobility Session Border Controller IP/MPLS Converged Network

13. TDM GW It’s All About Supporting Multiple Endpoints, Access Technologies and Application Services Data Data Video Video Voice Network Strategy: Transform Each Layer Application Services Scalable OpenComputing Platform Application Y Application Z Application X Application Aware Network • IP Centrex • IP Call Delivery for Call Centers • Unified Communications • Fixed/Mobility Convergence • Web/Chat/Email Collaboration SIP-based IMS Core Network IMS Common Infrastructure ENUM/IP Peering CustomerVPNs IP/MPLS Core Multi-Service Access Network Multi-Access GW IP GW Managed GW IP-PBX CorporateIntranet TDM-PBX PBX Home or RemoteBranch Office

14. IP Enabling Voice: Key Elements • Scalable, open computing platforms • SIP-based IMS Core on IP/MPLS VPN • Support TDM & IP hybrid environments • Plug & Play capability VoIP Network Infrastructure • Voice over IP VPNs, with SIP Trunking • All Distance Calling (LD, Local, Global) • Call Routing / Toll Free Features • Network-based IP Telephony (IP Centrex) • Wireline/Wireless Convergence • . . . Network-based VoIP Services for Enterprises, Call Centers Interoperability between Network Services and Customer Premises • Interoperability Testing/Certification of CustomerPremise Equipment, Apps with SIP Trunking Services • Managed IP Telephony & LAN Services • SIP Extensions enable enhanced Call/Userinformation delivery

15. GW GW SIP enables Next Gen Contact Centers BRICKS & MORTAR COSTS LABOR – AGENT COSTS Remote Agents, Knowledge Worker Off Shoring of Call Centers PORTFOLIO OF IP ENABLERS IP based Platforms IVR AT&T IP/MPLS Global Network IP ACD PSTNLocal, International CTI & CRM IVR US Center TDM ACD IP enabled Legacy ACD IP ACD TA IVR KNOWLEDGE MANAGEMENT COSTS NETWORK COSTS Useful Information in SIP Signaling SIP Refer; SIP Redirect

16. IP-Enabled Contact Centers: Current Trends • Technology shift to IP, SIP, IMS has enabled network efficiencies, leading to lower network costs • Support for Remote Agents has helped reduce brick and mortar costs • Global Reach has spurred globalization • Knowledge Management is another key area for contact center operators • Support for Hybrid Networks

17. IP-Enabled Contact Centers: Emerging Trends • Leverage Unified Communications to further improve e2e customer experience, increase revenues, and drive down costs • Take advantage of Wireline/Wireless convergence to improve call center operations and drive down costs • Multimedia based communications sessions between End Users and Contact Centers to differentiate e2e customer experience

18. Key Next Step – Revisit Your Network • What is your Voice infrastructure? • What is your Data infrastructure? • How old is your Equipment (voice & data)? • Look at your company’s Business Plan • Are you looking for ways IP services can make your business more profitable & efficient. • SIP trunking is efficient...Can get into IP PBX faster. • Meet with your Account team • Determine design & cost structure • Identify if benefits outweigh costs

19. The question really is not “Why should I embrace IP Telephony in my Contact Centers?” but rather “When and How should I embrace IP Telephony in my Next Generation Contact Centers?” The time is now, the market is moving, and all Business Enterprises large and small are building plans and implementing IP Telephony in their Next Generation Contact Centers. ARE YOU? thankyou !