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Hans Nahringbauer Telia Promotor

Hans Nahringbauer Telia Promotor. Overview. Telia Promotor AB Contact Center Telia CallGuide Experiences from development. Telia Promotor. E-business. Information security solutions. Graphic Web design. Intranet. Contact centers - market leaders in Sweden. Contact Center. Email.

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Hans Nahringbauer Telia Promotor

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  1. Hans Nahringbauer Telia Promotor

  2. Overview • Telia Promotor AB • Contact Center • Telia CallGuide • Experiences from development

  3. Telia Promotor E-business Information security solutions Graphic Web design Intranet Contact centers - market leaders in Sweden

  4. Contact Center Email Phone call Fax Internet Chat CallGuide

  5. Telia CallGuide - an overview Meridian MD 110 Centrex AXE Calling customer Voice TAPI IVR CallGuide Server TCP/IP Data Coach Agent

  6. CallGuide TeleList (screen-pop)

  7. Erlang versus C/C++ • Higher development costs with C/C++ • Higher costs for maintenance C/C++ • No garbage collection in C/C++ • Higher performance with C/C++ • Experience from prototyping • Used in graduation programs at universities

  8. Why did we chose Erlang? • Lower costs for development • Lower costs for maintenance • Robustness • Made for TeleCom systems • Good experiences from prototyping • Erlang competence in the building

  9. MS SQL Server and Erlang • 1997 - integration via IG, C++ and ODBC • 1999 - integration using Erlang ODBC • Crystal Reports, Excel and other tools... • Delphi is well integrated with MS SQL Server

  10. CallGuide Pulse

  11. Delphi and Erlang • Delphi and Erlang is complementary. • Insufficient support in CORBA for establishing communication between objects on different ORBs. • Socket protocols were the easiest way • Why not a bridge from Erlang to COM ?

  12. CallGuide Admin

  13. Experiences of Erlang OTP • A powerful tool, never an obstacle • High performance • Powerful language • Easy to debug • Short development time • Easy to maintain • Robust • Standardised - easy to read code • Powerful OTP modules

  14. Erlang OTP technology we use gen_fsm gen_server SNMP supervisor gen_tcp ig ODBC gen_event

  15. Stockholm Nynäshamn Oskarshamn Visby Sundsvall Göteborg Stockholm Malmö Example of installed systems • Destination GotlandMD110, 4 locations, 80 agents, Jan ’98 • Sergel KredittjänsterMeridian, 40 agents, Feb ’98 • Telia Handel3 Meridian and 1 MD110, 4 locations,120 agents, Mar ’98 • Småföretagarnas A-kassaMD110, 24 agents, May ‘99 • Länsförsäkringar Wasa - BankAXE and Meridian, 20 agents but soon 200 agents, 1 location but soon 25 locations, July ‘99

  16. In progress • 5 new installations • 500 new users • 4 different PBX models and AXE • Lots of new functionality, IP-telephony etc

  17. Summary • Easy maintenance • Erlang on Windows NT is robust • Fast development and high quality Erlang is cost effective

  18. History • Design and development 1997 • Three operational system 1998 • New release 1999

  19. ContactCenter • Outbound dialing - Preview dialing • CallBack by Webb or IVR • Campaigns • E-mail and fax • Incoming calls

  20. Functionality • Skilled based routing • Pre-identification (customerID) • Queue handler with a flexible messaging • Software phone (CallGuide TeleList) • Screen-pop and Screen-Transfer • Statistics • Real time supervision • Administration • Automatic services through the IVR • Outbound calling • CallBack and Internet CallMe • Voice recognition • Contact Center (E-mail and Fax) • IP-Telephony

  21. CallGuide Stat - Statistic Reports

  22. Vad är ett CallCenter? • CallCenter är ett samlingsnamn för ett företags centraliserade telefonsystem. • Det är en avancerad systemlösning som skapar förutsättningar för en effektivare kundtjänst genom att koppla ihop växlar, telefoni, datorer och databaser.

  23. CallGuide TeleList (software phone) • Log on or off the system • Answering and dialing • Pause • Inquiries • Transfer • Screen pop • Actual customer queue time

  24. IVR - configuration

  25. Contact Center State-of-the-art customer service can cut costs by about 40% or more: • Telephony, fax, e-mail, Internet, voice mail, and such • Connections to extranets • Several well-known platforms • Market leader in Sweden

  26. Skilled based routing and Queue handling • Skilled based routing • Agents belongs to different skills • Routing based on customerID, customer dialed number etc. • Escalation at busy:1. To an agent at the same location.2. To another location3. To a third location • Queue handler • Flexible messaging • Continuous messages while standing in line

  27. Why Telia CallGuide? • Works with PBX as well as AXE • Future technology • Skilled based routing and Queue handling moved from PBX to a NT Server • Standard applications: NT, SQL Server, Seagate Crystal Reports etc. • TAPI which does not require a PBX link • One system for all media's - Real Contact Center • Suited for distributed systems

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