telia promotor ab slide no. 1 hans nahringbauer telia promotor
TRANSCRIPT
Telia Promotor ABSlide no. 1
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Hans NahringbauerTelia Promotor
Telia Promotor ABSlide no. 2
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Overview
Telia Promotor AB
Contact Center
Telia CallGuide
Experiences from development
Telia Promotor ABSlide no. 3
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Telia PromotorTelia Promotor
E-business
Information security solutions
Graphic Web design
Intranet
Contact centers - market leaders in Sweden
Telia Promotor ABSlide no. 4
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.se Contact CenterContact Center
Email Phone call Fax Internet Chat
CallGuide
Telia Promotor ABSlide no. 5
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.se Telia CallGuide - an overview
Calling customer
CallGuide Server
MeridianMD 110CentrexAXE
IVR
AgentCoach
TCP/IP Data
VoiceTAPI
Telia Promotor ABSlide no. 6
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.se CallGuide TeleList CallGuide TeleList (screen-pop)(screen-pop)
Telia Promotor ABSlide no. 7
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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
Telia Promotor ABSlide no. 8
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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
Telia Promotor ABSlide no. 9
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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
Telia Promotor ABSlide no. 10
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CallGuide PulseCallGuide Pulse
Telia Promotor ABSlide no. 11
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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 ?
Telia Promotor ABSlide no. 12
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.se CallGuide AdminCallGuide Admin
Telia Promotor ABSlide no. 13
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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
Telia Promotor ABSlide no. 14
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Erlang OTP technology we use
gen_fsm gen_server
gen_event
supervisor
ig
ODBC
SNMP
gen_tcp
Telia Promotor ABSlide no. 15
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.se Example of installed systems
Destination Gotland
MD110, 4 locations, 80 agents, Jan ’98
Sergel Kredittjänster
Meridian, 40 agents, Feb ’98
Telia Handel
3 Meridian and 1 MD110, 4 locations,
120 agents, Mar ’98
Småföretagarnas A-kassa
MD110, 24 agents, May ‘99
Länsförsäkringar Wasa - Bank
AXE and Meridian, 20 agents but soon 200 agents,
1 location but soon 25 locations, July ‘99
StockholmNynäshamn
OskarshamnVisby
Sundsvall
StockholmGöteborg
Malmö
Telia Promotor ABSlide no. 16
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In progress
5 new installations
500 new users
4 different PBX models and AXE
Lots of new functionality, IP-telephony etc
Telia Promotor ABSlide no. 17
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Summary
Easy maintenance
Erlang on Windows NT is robust
Fast development and high quality
Erlang is cost effective
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History
Design and development 1997 Three operational system 1998 New release 1999
Telia Promotor ABSlide no. 19
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.se ContactCenter ContactCenter
Outbound dialing - Preview dialing CallBack by Webb or IVR Campaigns E-mail and fax Incoming calls
Telia Promotor ABSlide no. 20
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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
Telia Promotor ABSlide no. 21
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CallGuide Stat - Statistic ReportsCallGuide Stat - Statistic Reports
Telia Promotor ABSlide no. 22
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.se Vad är ett CallCenter?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.
Telia Promotor ABSlide no. 23
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.se CallGuide TeleList
(software phone)
Log on or off the system Answering and dialing Pause Inquiries Transfer Screen pop Actual customer queue time
Telia Promotor ABSlide no. 24
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IVR - IVR - configurationconfiguration
Telia Promotor ABSlide no. 25
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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
Telia Promotor ABSlide no. 26
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Skilled based routing and Queue handlingSkilled 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
Telia Promotor ABSlide no. 27
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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