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Welcome!

Welcome!. Stands for integration. Cronus eBusiness Delivers Internet Protocol Contact Center Solutions Speaker: Laurentiu Zanca. Cronus Agenda. Stands for integration. Customer Contact Challenges Why IP ? IPCC Concept and Elements Cronus eBusiness Services for IPCC

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  1. Welcome! Stands for integration. • Cronus eBusiness Delivers Internet Protocol Contact Center Solutions • Speaker: Laurentiu Zanca .

  2. Cronus Agenda Stands for integration. • Customer Contact Challenges • Why IP ? • IPCC Concept and Elements • Cronus eBusiness Services for IPCC • Why Choose Cronus and Cisco ?

  3. IPCC –Unified Queue Stands for integration. Multimedia communication platform combining communication via multiple channels at once: nVoice E-mail nVoice mail nFaxes Page Sharing, Form Sharing, Application SharingnText Chat nCallbacks Outbound Voice

  4. Advantages of IP Stands for integration. Deploy and maintain one network: • Lower cost of maintaining multiple networks • Scalable Support multiple channels: • Voice, data and video • Enhance customer experience Rapid deployment of new organization structures and applications: • Enhanced teaming across geographies • Improve individual productivity • Accelerate business cycles and revenue streams • Realize IT benefits faster Location independence: • Work-at-home agents • Remote knowledge workers • Branch offices

  5. Why an IP Contact Center? Stands for integration. In a word…Convergence! Single IP Network Data Video Voice

  6. Tendencies Stands for integration. Swing from TDM to IP Contact Centers

  7. Cisco IP Contact Center Stands for integration. Proven solution for both enterprise and service provider customers: • Hundreds of installations worldwide • Tens of different implementation scenarios Robust fault-tolerant solution: • Nosingle point of failure • Failure of a system part does not mean lost contact Scalable solution: • 25-7000+ agents • Virtual contact centers with multiple sites and peripherals • Investment protection –pay as you grow

  8. IP Network Internet VoIP Gateway CVP PSTN Cisco IPCC –Basic Architecture Stands for integration. Key elements: • Cisco IPCC 7 • Customer Voice Portal

  9. Carrier Carrier IP Network ACD ACD ACD Carrier CVP Carrier Stands for integration. Cisco Voice PortalDistributed Topology nVoIP gateways distributednIncomming calls queue at the edgenCalls can be then switched to available Agent/ACD

  10. IP Phone Agent Enhancements Stands for integration. • Supported as Stand-Alone (no PC required) • Display caller data and queue status n Mix and Match, or swap from Cisco Agent Desktop to IP Phone Agent with no charge

  11. Analysis of Recorded Calls Stands for integration. Each block is a single call • Activity in a given date:GREEN = outbound callsBLUE = Inbound calls • Agent activity throughout the day. For example: RED = claimsVIOLET= creditsYELLOW = depositsBLUE = balance inquires • n Untypical behaviour can be spotted easily • n Reasons can be indentyfied by listening to calls

  12. CRM Integration Stands for integration. • IVR– user can access CRM from IVR (self-service) • Routing script – information from CRM used to route the call more precisely • Agent Desktop – agent uses CRM desktop with Cisco IPCC buttons built into it • .

  13. Stands for integration.

  14. Cronus Expertise Emergent Systems, Convergent Networks Certifications CISCO • Expert: Cisco Certified Internetwork expert CCIE • Proffessional: Cisco Certified Network Professional CCNP, Cisco Certified Security Professional CCSP, Cisco Certified Voice Professional CCVP, • Associate: Cisco certified design associate CCDA, Cisco certified network associate (CCNA) • Sales: Cisco Sales Expert CSE Terawave (PON ) • Microsoft Certified System Engineer MCSE MICROSOFT Specialization/Partner • Cisco Premier partner – ongoing Silver audit • Cisco IP Communication Express specialization • Cisco Wireless Lan specialization • Terrawave VAR • Solarwinds VAR • Packeteer Technology Based • Routing and switching (Cisco) • Network management (CiscoWorks, HP Open View, Solarwinds) • Security (Cisco, Omnisec) • IP communications (Cisco, Telsey) • Wireless LAN (Cisco) • Passive optical networks (Terawave)

  15. References Stands for integration.

  16. Stands for integration. • Thank you! • laurentiu.zanca@cronus.ro .

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