ip breathes new life into virtual call center may 2005
TRANSCRIPT
IP Breathes New Life IP Breathes New Life into Virtual Call Centerinto Virtual Call Center
May 2005
IP Breathes New Life into the Virtual Call Center
Mark Lepko
VP, the AmericasCosmoCom
May 2005
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.
Signs of the Tornado
• VOIP has entered the mainstreamVOIP has entered the mainstream• IP is accepted as an effective means to IP is accepted as an effective means to
build SP applications, Virtual Call Center, build SP applications, Virtual Call Center, UnityUnity
• Managed services and On-Demand are Managed services and On-Demand are taking offtaking off
• Globalization is creating new requirements Globalization is creating new requirements • IP Centrex is taking off, and Call Center is IP Centrex is taking off, and Call Center is
a requirementa requirement• Multimedia & especially Video is hotMultimedia & especially Video is hot• Telecom Capex is available for IP solutionsTelecom Capex is available for IP solutions• Several SPs are very successful, and many Several SPs are very successful, and many
are committing significant resourcesare committing significant resources• Corporate Self-Hosting is happeningCorporate Self-Hosting is happening
Hosted Contact Center ServicesHosted Contact Center ServicesNew offers from Telcos andNew offers from Telcos and
other Service Providersother Service Providers
Unified Next Generation Unified Next Generation Contact Center ProductsContact Center Products
Premises EquipmentPremises Equipment
Traditional “Integrated” Products
CTI Products
% o
f N
ew C
on
tact
Cen
ter
Sea
ts
Time
Source: Gartner
You Are Here
Contact Center Evolution
The IP Advantage
• Inherently Virtual & Hostable• IP Interoperability• Unity
o Major Functionso Contact Channelso Agent Locations
• IT Integratability
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
Hostability Quadrant
Sof
twar
e D
evel
opm
ent
Eff
ort
Hosted Deployment Efficiency
SingleInstance
Multi-Instance
Multi-Tenant
The place to be
Not Virtual
• Separate Centers/Systems
• Inefficient Admin• DNIS Routing• Transfer Limitations• Little or No Screen-
Pop• No Visibility into
Outsourcers• Complex, Rigid
Virtual
• One Virtual Center• Efficient Central
Admin• Intelligent Routing• Seamless Transfers• Screen-Pop
Everywhere• Full Visibility into
Outsourcers• Elegant, Flexible
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
o Gatewayso Softswitcheso VOIP Handoff Networks (T1 / E1 IP)o IP Centrex
VOIP Integrations
Unity is Beautiful
“Integrated”
Unified
IT Integratability Checklist
• Highly Customizable with Built-in Scripting Tools
• Open, Supported APIs• CRM, WFM, Agent Scripting Integration
o Days Hourso Weeks & Months Days
• XML-based Integration Subsystem for Event Stream CTI Requirements
• XML-based Web Services for Self-Service
The IP Advantage
• Inherently Virtual & Hostable• IP Interoperability• Unity
o Major Functionso Contact Channelso Agent Locations
• IT Integratability
