itexpo asterisk in the contact center
DESCRIPTION
An exploration of Contact Centers big and small using Asterisk, ranging from basic queues for ACD, more advanced Switchvox solutions with CRM integration and click-to-call, to full-blown contact center application platforms offering Asterisk integration. Specific real customer scenarios will be described, including several different industry examples and lessons learned.TRANSCRIPT
Presented by:Corey McFadden, Managing Partner
…in the Contact CenterITEXPO East 2010
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Agenda
Contact Centers: SMB & Enterprise
• Identifying “hidden” contact centers.• Basic needs & analytics.
Asterisk as a platform
• Asterisk PBX Features• Case Study: The Philadelphia Apartment Co.
• Switchvox• Case Study: PartMaker
• Asterisk + Contact Center Platform (Presence)• Case Study: Harriet Carter Gifts
Conclusion
Identifying Contact Centers
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Traditional Contact Center
• “Call Center” agents for many departments.
• Traditionally inflexible.
• Heavy IT involvement in day-to-day operations.
• Typical PBX platform for non-agent users (majority).
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
The “Hidden” Contact Center
• What is a hidden contact center?
• Many organizations have one or more
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
“Hidden” Contact Center Examples
• Functions often include:• Customer Inquiries
• Lead Generation
• Scheduling Confirmations
• “Surprise” Example:• Medical Offices
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Basic Platform Needs
SMB
• PBX + Basic ACD for some groups.• CDR or Light Analytics
Enterprise
• PBX + ACD for many groups.• Workflow-oriented tools and call flows.• CDR + Analytics Suite
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Reporting Needs
CDR
• “Call Accounting” is the primary aim.• Calls by source, destination, trunk• User accountability, tracking…• Accounting codes, etc.• Enough for many customers, most SMB (80/20)
When analytics is needed…
• Generating repetitive reports is painful• CDR not good at illustrating call outcomes.• CDR not a true productivity measure.
Asterisk in the Contact Center…
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Different Flavors
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Different Flavors
Asterisk Examples
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center
• Inexpensive• Excellent PBX Functionality• Extensible• Numerous Free/OS Tools• Good 3rd Party Analytics Apps
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk CDR Package
• http://www.areski.net/asterisk-stat-v2/
• Most popular Asterisk CDR reporting tool.
• Free and customizable.
• Enough data for some customers.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
CDR Data: Productivity Reporting
• Agents measured by calls placed
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
CDR Data: Staff Optimization
• Call volume by day of the week.
Monday morning!
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Contact Center Analytics
• “Off the shelf” Analytics Packages
• QueueMetrics
• Asternic• Free “Lite” Version
• License: ~$500 USD
• Mature statistics package
• License: ~$850 USD (600 EUR) to $5,000+ USD
• New offering from the creator of the Asterisk Flash Panel.
• www.asternic.biz
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
QueueMetrics - Analytics
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
QueueMetrics - Analytics
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
QueueMetrics - Analytics
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
QueueMetrics - Analytics
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Case Study: Philly Apartment Co.
Business• Inbound / Outbound Agent Environment• Leads generated from print, web, referrals.• < 25 agents in a single facility.
Platform• Open Source Asterisk• Free Asterisk CDR• Analytics “Lite” Application
Key Benefits• Call Distribution (Round Robin, 2 Queues)• Monitoring & Coaching• Analytics (Productivity, ad effectiveness, etc.)
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk Limitations
Platform
• Asterisk is the PBX & Platform• All reporting, tools, etc. are provided by community
Workflow
• Agent desktop & screen pop• Productivity metrics are call-based
Switchvox Examples
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Switchvox in the Contact Center
• Available as an appliance• “All in one” system• ACD• IVR• Built-in CDR and basic analytics.• Integrates with third-party products.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
• View and manipulate calls
• Drag and Drop Transfers and Parking
• Record call
• Monitor employee calls, whisper, and barge
• Click to Dial
• Queue status
• Chat
Switchboard
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
• Customizable call routing options
• Highly visible status through Switchboard
• Extensive reporting options
• Flexibility
Switchvox: ACD / Call Queues
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
• Gather extensive call data with just a few clicks
• Can be made available to supervisors and management without enabling access to critical system configuration options
• View on web as a graph or as data
• Export to Excel
Reporting
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Case Study: PartMaker
Business• Domestic division of international software company.• 3D CAM software for manufacturing.
Platform• Switchvox AA350• Single Location, Remote Users• ACD group for sales and service users.
Key Benefits• Remote users and roaming agents capture more opportunities.• New visibility into queue analytics, etc.
Asterisk + Enterprise Contact Center Platforms
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Asterisk & Contact Center Platforms
• Enterprise Featureset• Predictive Dialer• Consolidated Analytics• Agent Productivity• On-Screen Scripting• Voice / Screen Recording• etc.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Enterprise Platforms
Stand-Alone• Aspect• Genesys• Interactive Intelligence• etc.
Asterisk-Integrated:• Presence OpenGate• Aheeva• Asteria• ContactQ
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Advantages
Asterisk-Integrated Platform Advantages• Lower Cost• Flexibility• Typically Open Platforms• “Future Proof”
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: Outbound
Outbound Campaigns• List Management• Scheduled Callbacks• Outcome Reporting
Dialer• Preview• Progressive• Preview• Robo-Calling (“Broadcast Dialing”)
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: Inbound
Application Integration (“Screen Pop”)
• CRM or Line of Business Application
Skills-Based Routing
• Best agent for the job• Language Skills, Product Knowledge, etc.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: Analytics
Agent Productivity
• “Not ready” reasons• Breaks• Average call handling, wrap-up, etc.
Campaign Productivity
• Calls by outcome• List effectiveness• Effectiveness by region, time zone, demographic, etc.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: Supervisor Dashboards
Agents, Campaigns, etc. : Visualized
• Status Screens• Who is on calls, break, etc.
• Productivity• Average talk time, closure rates, etc.
• Integration w/other internal systems.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Presence Dashboards
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: On-Screen Scripting
Agent Scripts
• Sales• Order Entry• Customer Service• Decision Trees, Rebuttals, etc.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Presence: Scripting Tool
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Feature Focus: Quality Assurance
Monitoring and Coaching
• Live Listening• “Whisper” to Agent
Voice and Screen Recording
• Auditing• Fraud Prevention• Archival
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Presence Agent WorkstationPresenceAgent Toolbar
Free Area forOther Applications
Screen Pop-up
Contact Qualification Window
URL integration
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Case Study: Harriet Carter
Business• Catalog retailer since 1958, mailed to millions annually.• Several offices connected via MPLS.• Large carrier footprint: DS3+12 PRIs.
Platform• Asterisk Business Edition• Presence OpenGate
Project• Replace AVAYA Definity PBX & Call Center Platform• Implement New Features
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Case Study: Harriet Carter
Challenges• Gracefully transition user & agent groups.• Zero downtime.• Re-use equipment.
Results & ROI• Reduced maintenance and administrative costs.• Monthly agent productivity return of $5000+• Conversion improvement in “upsell” program.• Able to hold outsourcers/agents to higher standard.• Fraud reduction.
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000
Conclusion
Asterisk Fits• Small to Medium Contact Centers• Simple ACD• Basic Reporting Needs
Switchvox Fits
• Integrated Management Tools• Integrated Agent Screen• Basic Analytics Needs
Asterisk + Contact Center Platform Fits
• Complex Enterprises• Outbound Campaigns
Conclusion
• Stop by Infradapt’s booth (D-11).
• Visit www.digium.com• Visit www.presenceco.com
Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000