Multimedia Communication Centre in NGN

1. Multimedia Communication Centre in NGN China Communications Standards Association Wang, Shaomin & Li, Weihua wangshm@sttri.com.cn liweihua@zte.com.cn NGN-WG April, 2009

2. Content • Background: market environment • What is MCC? • Why MCC? • How dose MCC work? • The service requirements of MCC • The functional requirements for NGN to support MCC • The current work in ITU-T

3. Background: market environment of call centre • The traditional call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. Most enterprises have the demand to run a call centre to administer incoming product support or information inquiries from consumers, as well as outgoing calls. • Especially, the market of the improved call centre which can make multimedia communications, such as video, voice, data, etc., is huge. • Each enterprise has its own call centre. The construction and maintenance cost is high.

4. What is MCC?(1/2) • Multimedia Communication Centre (MCC) can provide communication centre services to the NGN subscribers. Through the MCC, the calls to the same destination could be centralized and managed efficiently so that uniformed customer service could be provided. The calls could be answered by automatic response or/and enterprise’s agents using multiple media. The MCC services support to make the calls waiting in lines and multiple interactions between users and automatic response/agents. Incoming calls from the customers for consulting and information inquiries incoming calls from the consumersfor product support Outgoing calls for marketing, clientele, product services EnterpriseA’s customers MCC in NGN network Enterprise A’s agents

5. What is MCC?(2/2) • MCC is based on the NGN network • MCC is deployed by the operators, not by enterprises, to provide the public communication centre functionalities to enterprises for use. • For example, in the network there can be only one MCC, which is used by many enterprises to build their own communication centres through deploying their applications. • MCC can provide multimedia communication between customers and agents/ automatic response . • Voice • Video • Web • …

6. Why MCC? From the operators’ view • Easy to manage • A new service to gain profit from enterprises From the enterprises’ view • Reduce the construction and maintenance cost Advantages From the customers’ view • The communication based on multimedia can enhance the customers’ experience. • The customers can get professional explanation from agents.

7. How does MCC work?

8. Service Requirements of MCC • Call queuing Call queuing is provided to queue up the incoming calls according to the selected patterns and to distribute the calls to the proper agent. • Call control Call control is provided to agents to control incoming calls such as holding, transferring and consulting an established call. • Monitoring management Monitoring is provided to supervisor agents to monitor the agents’ performance. The supervisor agents can record voice/video, monitor, insert and intercept the call.

9. Service Requirements of MCC • Charging Charging is provided to operators to charge enterprise users for using the MCC resources by multiple policies. • Agent management The management of agent group information, the agents’ authority, etc . • IVVR (Interactive Voice and Video Response) IVVR is an automatic interactive flow for self-service in MCC.

10. Service Requirements of MCC • Video Sharing Video sharing is used to exhibit products or to show video clips to customers in commercial campaigns. • Video Conference Video conference is provided to agents and customers for making a joint conversation. • Collaboration Collaborative browsing (also known as co-browsing) allows an agent in MCC to interact with a customer by using the customer's Web browse to show them something. • Multi-tenancy A MCC can be divided into many virtual MCC and one virtual MCC can be tenanted by an enterprise user.

11. Functional Requirements for NGN to support MCC • Media Resource Requirements Management In MCC, media resources are required to be managed in NGN media resource network elements such as MRF. For example, the interactive multi-media response to customers, as well as ASR, TTS, announcement playing, video and recorder resources, etc. • Codec There are multiple codec transformations due to multiple terminals. NGN network elements, such as MGW, MRFP etc., must implement these transformations.

12. Functional Requirements for NGN to support MCC • Supervisor Monitoring In MCC management, supervisor agents can manage and monitor common agents’ situations and actions. • Accounting and charging NGN charging network elements should provide call detailed record to complete MCC charging policies. • Quality of Service MCC can be tenanted by many enterprise users, and it’s required to meet enterprise users’ QoS.

13. Current work in ITU-T • The work item of MCC is approved on ITU-T NGN-GSI Q.2/13 meeting inSep, 2008. • Draft recommendation Y.NGN-MCC, NGN Service Requirements to Support MCC services • The latest version of the draft recommendation: TD-21, output document of ITU-T NGN-GSI Q.3/13 meeting inJan, 2009

14. Thank You!