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IP Breathes New Life into Virtual Call Center

IP Breathes New Life into Virtual Call Center. May 2005. IP Breathes New Life into the Virtual Call Center. Mark Lepko VP, the Americas CosmoCom May 2005. A Vision. All Call Centers will be IP and Multimedia Technology will be delivered as Service

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IP Breathes New Life into Virtual Call Center

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  1. IP Breathes New Life into Virtual Call Center May 2005

  2. IP Breathes New Life into the Virtual Call Center Mark Lepko VP, the AmericasCosmoCom May 2005

  3. A Vision • All Call Centers will be IP and Multimedia • Technology will be delivered as Service • VOIP for Call Centers is a disruptive innovation that will create hyper-growth and enormous return on investment.

  4. Signs of the Tornado • VOIP has entered the mainstream • IP is accepted as an effective means to build SP applications, Virtual Call Center, Unity • Managed services and On-Demand are taking off • Globalization is creating new requirements • IP Centrex is taking off, and Call Center is a requirement • Multimedia & especially Video is hot • Telecom Capex is available for IP solutions • Several SPs are very successful, and many are committing significant resources • Corporate Self-Hosting is happening

  5. Hosted Contact Center ServicesNew offers from Telcos andother Service Providers Unified Next Generation Contact Center ProductsPremises Equipment You Are Here Contact Center Evolution Traditional “Integrated” Products CTI Products % of New Contact Center Seats Time Source: Gartner

  6. The IP Advantage • Inherently Virtual & Hostable • IP Interoperability • Unity • Major Functions • Contact Channels • Agent Locations • IT Integratability

  7. IP = Hostable = Virtual • Agent Location Independence is the fundamental enabler of the virtual contact center model and the hosted model • Impacts SPs and self-hosting enterprises • SP is one convenient route to Virtual • Trend opens up many other benefits of IP

  8. The place to be Hostability Quadrant Multi-Tenant Software Development Effort Multi-Instance SingleInstance Hosted Deployment Efficiency

  9. Not Virtual • Separate Centers/Systems • Inefficient Admin • DNIS Routing • Transfer Limitations • Little or No Screen-Pop • No Visibility into Outsourcers • Complex, Rigid

  10. Virtual • One Virtual Center • Efficient Central Admin • Intelligent Routing • Seamless Transfers • Screen-Pop Everywhere • Full Visibility into Outsourcers • Elegant, Flexible

  11. IP Interoperability Requirements • SIP and H.323 Deeply Supported • Works with All Standard Media Gateways • All standard voice codecs • All standard video codecs • Built-in SIP/H.323 Softphone • SIP/H.323 External Phone Support • Certified with Major Providers • Gateways • Softswitches • VOIP Handoff Networks (T1 / E1  IP) • IP Centrex

  12. VOIP Integrations

  13. Unity is Beautiful Unified “Integrated”

  14. IT Integratability Checklist • Highly Customizable with Built-in Scripting Tools • Open, Supported APIs • CRM, WFM, Agent Scripting Integration • Days  Hours • Weeks & Months  Days • XML-based Integration Subsystem for Event Stream CTI Requirements • XML-based Web Services for Self-Service

  15. The IP Advantage • Inherently Virtual & Hostable • IP Interoperability • Unity • Major Functions • Contact Channels • Agent Locations • IT Integratability

  16. Thank You Mark Lepko VP, the AmericasCosmoCom Mlepko@cosmocom.com 312-819-2236

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