How to Leverage Skype in Call CentersDavid Tang – VoSKY VP of Global Marketing

Skype Has Emerged as a Dominant VoIP Player

Skype - subsidiary of auction giant eBay• World’s larges VoIP Community with over 338

Million+ registered users • 30% are already using Skype for Business

– 95% claimed to be saving money– 80% claimed to be increasing productivity

• Over 100 billion minutes of Skype-to-Skype calls (Feb 08)

338M+ Users Can’t Be Wrong!!!

Why Skype?• Disruptive Peer-to-Peer Technology

– No single point of failure– Capacity scales with demand

• Market Leader in Call Quality– Leading voice engine technology with sophisticated audio processing techniques– Intelligent network routing and management techniques to reduce latency and improve call

quality

• Seamless NAT/Firewall Traversal – Works behind a majority of NAT/firewalls without special configurations or equipments

• Call Security– All calls are encrypted end-to-end using 256 bit AES encryption (Advanced Encryption

Standard)

“Depending on the speakerphone, Skype’s voice quality can be higher than a conventional phone”Business Week

How to Skype-enable a Call Center?PBX/Call Center Platform

T1/E1/SIP

BroadbandConnection

PBX to Skype Gateway

SkypeRemoteAgent

WebClick2Call

GlobalDID

SkypeTrunking

Enhanced Skype Applications for Call Center

VoIP Call Center: Skype Remote Agent

Remote Skype Agents

Skype Remote Agent• Innovative call center

application that integrates Altigen’s ExtensionAnywhere™ feature with VoSKY Exchange & Skype client software

Benefits• Route calls for Free to remote

agents via the scalable and reliable Skype VoIP network

• Cost-effectively add remote agents

• Leverage the Free Skype client for enhanced voice quality over the public Internet

VoIP Call Center: Web Click2Call

Inbound Sales RepsWeb Click2Call• Web 2.0 application that

seamlessly integrates a company’s Website to its Call Center solution to enable real-time communication

Benefits• Optimize a company’s

Website for lead & sales generation

• Improve customer service with instant customer interaction

• Reduce toll free/8XX costs

Click

Website Visitor

VoIP Call Center: Skype Trunking

PSTN

Sales Prospects

Skype Trunking

• Ultra cost-effective VoIP trunking solution leveraging low cost SkypePro (domestic flat rate plan)

Benefits

• Reliable, high quality VoIP calls

• No contracts or setup fees

• Save 90%+ on US/Canada calls

Outbound Telemarketers

VoIP Call Center: Global DID

US Customer

Global DID• Global Direct Inward Dial (DID)

solution that allow call centers to have local access numbers

Benefits• Enables companies to expand

their market presence to target additional customers outside of their city, state or country

• Allows businesses to offer a convenient local access number for their customers to call

• Helps companies reduce their toll free/8XX telecom costs

Call Center in India

UK Customer

www.vosky.com

KT NHA UYO