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The Benefits of IP in Your Contact Center

The Benefits of IP in Your Contact Center. February 22, 2007. Agenda. Introduction Market Trends Verizon Leadership Internetworking Benefits Application Examples. Contact Center Transformation. IP Enabled Contact Center. TDM Contact Center. In-house. Fully Outsourced.

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The Benefits of IP in Your Contact Center

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  1. The Benefits of IP in Your Contact Center February 22, 2007

  2. Agenda • Introduction • Market Trends • Verizon Leadership • Internetworking Benefits • Application Examples

  3. Contact Center Transformation IP Enabled Contact Center TDM Contact Center In-house Fully Outsourced Enhanced Customer Experience Contact Center TransformationDefinition Driving operational and technology changes to impact the bottom line by enhancing the customer experience • The key technology change is IP Enablement • The key operational change is the move to outsourcing The contact center market exceeds $30B and will grow by 70% through 2010. – IDC

  4. U.S. Agent Positions:TDM vs. IP, and CPE vs. Hosted • Agent positions supported by TDM will decrease at a CAGR of (7.2%) • Agent positions supported by IP will increase at a CAGR of 36.1% • IP will support 32.2% of U.S. agent positions by 2009 • Agent positions supported by CPE will decrease at a CAGR of (3.0%) • Agent positions supported by Hosted will increase at a CAGR of 53.0% • Hosted solutions will support 10.7% of U.S. agent positions by 2009 Source: Datamonitor, Contact Centers in USA (Databook), 2006

  5. IP Enablement Integrating disparatework forces Reduced network cost Simplified application integration Smooth migration from TDM Contact Center Transformation IVR Customers Contact Centers Regional Operations Local Offices Tele-workers Contact Center TransformationBenefits • Hosting and Outsourcing • Integrated solution provides economies of scale • New technologies drive first- call resolution with lower cost • Predictable cost structure • Reduced CapEx

  6. Traditional Contact Center environments depend on TDM communications networks and IT-Applications which were developed separately and are supported by proprietary APIs that limit functionality and innovation Technology and standardization are enabling use of new open standards at all levels to reduce platform and vendor independence and facilitate decisions and support of business requirements IP has emerged as the leading technology to support both, communications and IT-applications IT and communications are integrating as multimedia Since IT and communications are extensible to virtual space they are including automation, multi-language support, global presence, 7x24 coverage, remote agent, etc. Contact Center TransformationIP Enablement Benefits

  7. Contact Center TransformationIP Customer Benefits • Operationally and cost effective foundation to support business strategy • “This technology can enable a different business process.. If your job is to take care of customers, this is a technology for you” • “There are operational and cost reductions in IP Telephony, but don't go at this through the lens of saving money. Instead, lay the foundation to drive business strategy” • “The real value of IP is not cost reduction, but how it changes the business” • “Business productivity is what you have to focus on. You get more bang for your buck by focusing on productivity than cost reduction”

  8. Helping clients improve Contact Center Operations Contact Center TransformationVerizon’s Leadership • Market-leading service portfolio • Intelligent services • Multiple service delivery options • Comprehensive servicemanagement • Solutions consulting and professional services

  9. Verizon’s Internetworking Services • Why settle for a Voice Gateway service for PSTN to IP connectivity, when you can get seamless SS7 and IP internetworking and a complete inbound solution for your Contact Centers with Verizon’s IPTF and IPIVR.. • Seamless internetworking: a single-call service with end-to-end (PSTN-to-IP) accountability and carrier-grade scalability. • Complete solution: the capability to handle TDM and IP connectivity and transfers homogeneously with intelligent Toll Free routing –including IVR treatment, standards-compliant SIP signaling and robust IP security features. • Operational improvement s that eliminate or reduce process change regardless of technology platforms • Contact Center Transformation at the customer’s own pace • Verizon service: the customer support that’s proven to keep your service going and saves staffing costs

  10. Call Flow Verizon SCP/INCP TFNM 1. Customer defines route plan within Toll Free Network Manager with an IP termination. 9.The logic within the service controller will resolve the assigned token back to the info temporarily stored. 5. Verizon SCP returns a termination switch/trunk along with the assigned token value to the Class 3 switch. 4. Class 3 switch will query the Verizon SCP for routing instructions on the Verizon-owned 8xx number. Customer has termination assigned with an IP termination. Info about customer and SS7 signaling is stored in temporary database and a token value for info is assigned. 10. Information temporarily stored in the PSTN will be returned to the SIP Service Controller. Info includes Originating Switch/Trunk, Intended URI for termination and Originating Line Information. SIP Service Controller 6. Class 3 switch routes the call with the information returned from the SCP to a network gateway into the IP network. 11. The service controller will formulate a new SIP message with the intended customer URI and sends it back to the IP network. 8. The network routes the SIP message to Verizon service controller PSTN Class 3 Class 5 3. 8xx call is sent from the Class 5 switch with calling party number. 2. User places a PSTN 8xx call. SIP Phone Gateway 13. The IP network will route the call to the intended customer termination. 7. The network gateway formulates a SIP message with the calling ANI and Called (assigned token) party numbers. IP Network 12. The network will query a DNS server to resolve the intended customer URI termination. DNS Server

  11. Verizon’s SS7-IP Internetworking Service • One-call (ANI-to-URI) service instead of a Voice Gateway environment that effectively answers PSTN calls and re-originates them as IP • Single point of contact for PSTN origination to IP termination call service and troubleshooting • End-to-end QoS instead of a Toll Free SCA and an IP QoS that add expense and delays in large enterprise networks • SS7 to IP Signaling, and UUI enhancements, that improve connectivity and compatibility of data delivered with each call and through multiple transfers • Continued support of existing Call Routing Plans, including most advanced Toll Free Features, to facilitate smooth migration for inbound contact centers • SIP Refer Transfers (unattended) that are more cost effective than network-based transfers and use Out-of-Band signaling instead of in-band DTMF • Native IP networking to extend IP CPE and application benefits • Seamless call treatment and transfers for both IP and TDM terminations • Carrier-Grade network call treatment and routing capacity

  12. IP Toll Free (IP TF) Product Description • IP Toll Free extends the capabilities of Verizon Business Toll Free service by converting traditional PSTN-originated Toll Free calls to RTP streams and using SIP signaling to terminate calls to SIP enabled devices connected IDA and PIP Terminations. • Carrier-grade internetworking service between PSTN and IP applications. • Single-call and end-to-end SLA/QoS for Toll Free calls to SIP end-points. • IPTF Supports the same Advanced features of VZB Toll Free Service, such as percentage allocation, TOD, PCT, DOW, etc. and make it possible for customers to migrate without having to recreate their call routing plans. • ICR - Gateway real-time customer-drive call routing using Cisco ICM and Genesys • The Verizon Business IP TF solution delivers a carrier-grade alternative to Customer-owned VoIP Gateway implementations used today. • Network-level Gateway flexibility, better scalability and minimal usage-based cost.

  13. IP Toll Free (IP TF) Features & Benefits

  14. IP Interactive Voice Response (IP IVR) Product Description • IP IVR provides customizable treatment, routing and transfers for IP Toll Free (IP TF) calls that allow seamless internetworking between IP or TDM Customer’s Contact Centers and the Verizon Business SS7 (PSTN) and IP Networks. The key benefits are: • Network-level IP IVR functionality • IPIVR provides call-handling savings by pre-processing calls in the network –before they tie up CPE and agent resources. • Native IP IVR functionality extends the application capabilities of a customer’s IP CPE –particularly for multiple contact centers. • Hybrid Call Processing • Seamless call treatment, routing and agent transfers; across hybrid, TDM and IP enabled, contact center locations. • Unifying access to all agent and information resources that allows customers to migrate to IP at their own pace while continuing to deliver the highest service levels. • IP IVR is tightly integrated with PSTN and IP TF and provides single-call treatment and end-to-end QOS (Quality of Service) whether calls terminate to TDM or SIP enabled locations.

  15. IP Interactive Voice Response (IP IVR) Features & Benefits

  16. Contact Center TransformationWho Needs it? • The financial services company who is interested in cost savings and particularly focused on the replacement of Network Transfers with SIP REFER and Interoperability assurances that emphasize SIP interfaces and certification of SIP-enabled vendors (ACD, PBX, VXML, etc.) • The Travel Services Company with 30+ contact centers worldwide, including outsourced locations, who has developed a 5-year Vision and is eager to deploy a pilot or limited release SIP-enabled Toll Free solution –with the carrier that is ready to deliver full functionality. • The Electronics Manufacturer who is preparing an RFP to better address contact center issues that include Service Quality, CPE infrastructure limitations, support for established India contact centers as well as cost savings and disaster recovery. • The Internet Service Provider who has invested heavily in ACD and Intelligent Call Routing (ICR) infrastructure that is not yet depreciated and needs to realize cost savings without loss of functionality and focused on transport/network savings --not TCO or “soft dollar savings”.

  17. Thank you

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