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IP Contact Center Success Stories

IP Contact Center Success Stories. Alan Percy, Director of Business Development. What to expect. What’s the big deal? A little history A peek at the future Some actual examples Q/A. What’s the big deal?.

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IP Contact Center Success Stories

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  1. IP Contact CenterSuccess Stories Alan Percy, Director of Business Development

  2. What to expect • What’s the big deal? • A little history • A peek at the future • Some actual examples • Q/A

  3. What’s the big deal? • Over the next five years, Datamonitor expects significant growth in the number of IP-architected call centers, defined as ones in which all forms of communication, including voice, are treated as data within a single enterprise network using Internet Protocol (IP). (Datamonitor 11/02)

  4. The way it was… PBX PSTN … CTI Link … Main- frame WAN

  5. Traditional Call Center Limitations • Expansion is expensive and difficult • Depends on integration of separate systems and CTI links • Designed before email, chat, or click-to-talk

  6. Traditional Call Center Limitations • Networking is fraught with perils • Very expensive • Duplication of equipment • Depend on TIE Lines ($!) • Call hand-off is clumsy • Separate load balancing and performance monitoring

  7. Traditional Call Center Limitations • As a result, most call centers are limited to one or two locations • More likely to suffer service disruptions • “Boiler room” environments • Unable to leverage time-zones • Lack geographical diversity • HR issues and retention challenges

  8. Contact CentersThe way it will be! IPContactCenter PSTN WAN Maine Georgia India

  9. Why IP? • “Distributed Enterprise” Model • Unlimited deployment flexibility • One or two central sites • Number of smaller branch sites • Centralized management/monitoring • Benefits • Full-functionality at every seat • Avoid duplication of equipment • Avoid maintenance costs • Share resources

  10. Why IP? • Remote Centers • Hire where labor costs are low • Geographically “closer” to customers • Leverage time zones • Geographic diversity • Snowstorms • Earthquakes • Fires • Other

  11. Why IP? • Better service • Better call hand-offs (all data goes with the call) • Easier call routing to available agents • Diversity yields greater reliability • Hosted Contact Center • Service Provider Deployments • Allow end-customer to rent agent seats as needed

  12. Why IP? • Lower per-agent costs • Reduced inter-facility costs • Eliminates expensive PBX • Lower Instrument cost • Wiring facility is less expensive (1/2)

  13. Case Studies Let’s take a look at a few real case study projects:

  14. Baxter Credit Union • Company • Servicing Baxter Medical, CDW and others • Headquarters: Vernon Hills, IL • Membership: Over 97,000 • $680M in Assets • Domestic and International Membership • 18 Offices in IL, FL, NC, CA, AR, and PR • Investment in Infrastructure Technology

  15. Baxter Credit Union • Challenge: • Current reseller, Digital Voice Systems (DVS) already providing IVR and Web-banking services • Existing Avaya PBX short on features • PBX needed significant (and expensive) upgrades • Update headquarters - 170 Stations • Plan to service 18 remote offices • Leverage investment in advanced network • Needed clear ROI …perfect example of Distributed Enterprise needs

  16. Baxter Credit Union Main Office Branch Office(s) SIP Phones WAN SIP Phones CIC/EIC SIP H.100 IPM260 T1/E1 Card LAN LAN MP-104 FXO PSTN

  17. Baxter Credit Union • The Solution: • Interactive Intelligence CIC 2.2 • SIP-based solution • 40 Agents, remainder are administration • Agents distributed around various offices • Work scheduling and language skills • Contact Center suite • IVR, Queuing, Recording, Management • 170 Cisco 7940 instruments w/ SIP • Two AudioCodes IPM-260 Cards (240 channels total ) • Total of 7 T1 trunks in main office

  18. Baxter Credit Union • Results: • BCU Headquarters went live November 2002 • Total cost of solution less than just the upgrades to the Avaya switch • Full functionality on all phones • Customer is very happy • Roll-out to 18 remote sites during 2003 • 10 Phones and FXO gateway at each remote(no KSU at branches) • Bonus: significant savings on inter-branch long distance

  19. InktelDirect Company InktelDirect is the largest minority-owned, integrated direct marketing services company in the United States Founded in 1993 400 Employees Offices in Miami, Chicago and Atlanta

  20. InktelDirect Challenge Replace 85 seat PBX-based contact center Expand to 300 seats Support Multi-media Avoid large capital expenditure Avoid high maintenance costs

  21. InktelDirect Solution Concerto Software’s™ ContactPro™ Hybrid solution using old PBX and new IP stations Agents use workstation soft-phones Results Saved $5,500/agent seat

  22. Delhi Call Center Company Delhi Call Center is and Outsource Service Bureau working on Telemarketing campaigns for Multinational Clients. Based in India. 200 + Employees on multiple shifts 72 Voice Blended Seats.

  23. Delhi Call Center Challenge Support for Distributed Architecture to tap the human potential of sub-metro town in North India. Support Multi-media Startup and to avoid large capital expenditure Avoid high integration and maintenance costs. Solution Concerto Software’s™ EnsemblePro™ Agents use workstation soft-phones Deployed 72 Agent positions Results Improved operational efficiency.

  24. Genesys IPCC- Concensys • Real implementation …really fast! • Bought 500 licensed seats of IPCC Q4 2001 • Re-sold 100 seats to Gallup, Q4 2001 • Lab implementation complete Q4 2001 • Gallup “go live” Q1 2002 • Genesys software running on “off-the shelf hardware … really simple! • Intel-based box with Windows or Unix • H.323 VoIP gateway • Voice termination • PC with voice app • H.323 compliant IP Phone

  25. Genesys IPCC - Concensys Host servers Cisco 5300 GW PSTN Genesys IPCC Concensys data center Gallup Pure IP Customer 2 w/no PBX Customer ‘n’ w/traditional PBX VoIP gateway VoIP gateway WAN WAN IP (QoS) LAN/WAN

  26. Further Reading • Integrating Voice Between Satellite Call Centers by Cindy Anderson • http://www.tmcnet.com/tmcnet/articles/0901tt.htm • E-Darwinism: The Evolution of the Virtual Contact Center by Bryant Downey • http://www.tmcnet.com/cis/0701/0701cint.htm • IP Telephony and the Interaction Center Platform • http://www.inin.com/documentation/whitepapers/SIP/IP_Telephony-IC_Platform.pdf • Concerto Software Case Studies • http://www.concerto.com

  27. Summary • What the Analysts are thinking • Differences between traditional and next-generation contact centers • Actual Case Studies • More information

  28. Call to Action How can your organization benefit from a IP Contact Center?

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