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Adoption of IP in the Next-Generation Contact Center - The Business Perspective

Learn about the key considerations for transitioning your contact center to IP, including managing customer preferences, the status of CSR's, security, latency, unified interaction strategy, and mission critical expectations.

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Adoption of IP in the Next-Generation Contact Center - The Business Perspective

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  1. Adoption of IP in the Next-Generation Contact Center(SIP-02) The Business Perspective Moving Parts John Kelly, RVP Sales, Altitude Software John.Kelly@Altitude.com (847) 207-8510

  2. INFORMATION ONLY – FOR FACILITATOR A conference call was held between Altitude and ATT resources that will be on the panel. The ATT resources will take a more technical approach that will focus on infrastructure; getting the call to the premise. Altitude will be the last presenter and focus on the business perspective and rolling out and managing an IP contact center. We assume 5 minutes to get going, 30 minutes for presentations and 10 minutes for Q&A.

  3. Transition Your Contact Center to IP Agenda Managing: • Customer Preferences • The Status of CSR’s • Security • Latency • A Unified Interaction Strategy • Mission Critical Expectations John.Kelly@altitude.com • (847) 207-8510

  4. Intelligence of Customer’s Preferences • Collect key variables to segment customers and their preferences • Deploy workflow tools that help capture meaningful data with the ability to quickly adapt the workflow to business anomalies • Access to data in real time to drive business rules John.Kelly@altitude.com • (847) 207-8510

  5. Manage the Status of Resources • Phones are now called “end points” with IP addresses • Data drives events and presence • Application server monitors events from telephony servers • Understand what is practical to manage remote agents John.Kelly@altitude.com • (847) 207-8510

  6. Delivering Customer Interactions Securely • Understand your internal rules for security • Different rules for onsite versus virtual (remote) agents • Behind firewalls, VPN access, or internet with passwords • Authentication of users & privileges based access rules • Desktop security; can agents copy private customer data? John.Kelly@altitude.com • (847) 207-8510

  7. Managing Latency • One size does not fit all; fit to the purpose • Thin client: low desktop req’s; high bandwidth req’s • Fat client: high desktop req’s; low bandwidth req’s • Soft phone adds risk of latency and quality over hard phones • G.711: more bandwidth; higher quality; less CPU at TS • G.729: less bandwidth; lower quality; more CPU at TS • QoS and CIR; what are the trade-offs for remote users John.Kelly@altitude.com • (847) 207-8510

  8. Unified Customer Interaction Strategy • Common Application Server to manage presence and rules for: • Inbound voice, Outbound Voice, Email, Chat • IVR applications; or at least integration to pass data with transfer • Common data schema for all interaction applications • Common tools for building and managing apps • Common desktop application • Or, a lot of integration work, and re-integration work John.Kelly@altitude.com • (847) 207-8510

  9. Mission Critical & Business Continuity • This is a risk management exercise • Not every point of failure needs the same High Availability strategy • Business resiliency; more than technology failures • Change management; mitigate human errors • Find people with a few old T shirts and avoid Kool-Aid drinkers John.Kelly@altitude.com • (847) 207-8510

  10. Question & Answers…john.kelly@altitude.com847 207 8510www.altitude.com

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