Transcript The Benefits of IP in your Contactr Center

The Benefits of IP in Your
Contact Center
February 22, 2007
Agenda
 Introduction
 Market Trends
 Verizon Leadership
 Internetworking Benefits
 Application Examples
Contact Center Transformation
Definition
Driving operational and technology changes to impact the
bottom line by enhancing the customer experience
 The key technology
change is IP Enablement
 The key operational
change is the move
to outsourcing
Contact Center
The contact center market
exceeds $30B and will
grow by 70% through 2010.
– IDC
Transformation
In-house
Fully
Outsourced
IP Enabled
Contact
Center
Enhanced Customer
Experience
TDM
Contact
Center
U.S. Agent Positions:
TDM vs. IP, and CPE vs. Hosted
3,000
TDM
IP
 Agent positions supported by TDM
will decrease at a CAGR of (7.2%)
 Agent positions supported by IP will
increase at a CAGR of 36.1%
 IP will support 32.2% of U.S. agent
positions by 2009
CPE
2009
0
2008
500
2009
2008
2007
2006
0
2005
500
1,000
2007
1,000
2006
1,500
2,000
1,500
2005
2,000
2,500
2004
Agent Positions
(000s)
2,500
2004
Agent Positions
(000s)
3,000
Hosted
 Agent positions supported by CPE will
decrease at a CAGR of (3.0%)
 Agent positions supported by Hosted
will increase at a CAGR of 53.0%
 Hosted solutions will support 10.7% of
U.S. agent positions by 2009
Source: Datamonitor, Contact Centers in USA (Databook), 2006
Contact Center Transformation
Benefits
 IP Enablement
• Integrating disparate
work forces
• Reduced network cost
• Simplified application
integration
• Smooth migration
from TDM
IVR
 Hosting and Outsourcing
• Integrated solution
provides economies of scale
• New technologies drive firstcall resolution with lower cost
• Predictable cost structure
• Reduced CapEx
Contact Center
Transformation
Customers
Contact
Centers
Regional
Operations
Local Offices
Tele-workers
Contact Center Transformation
IP Enablement Benefits
 Traditional Contact Center environments depend on TDM
communications networks and IT-Applications which were
developed separately and are supported by proprietary
APIs that limit functionality and innovation
 Technology and standardization are enabling use of new
open standards at all levels to reduce platform and vendor
independence and facilitate decisions and support of
business requirements
 IP has emerged as the leading technology to support both,
communications and IT-applications
• IT and communications are integrating as multimedia
• Since IT and communications are extensible to virtual space
they are including automation, multi-language support, global
presence, 7x24 coverage, remote agent, etc.
Contact Center Transformation
IP Customer Benefits
 Operationally and cost effective
foundation to support business strategy
• “This technology can enable a different business process..
If your job is to take care of customers, this is a technology
for you”
• “There are operational and cost reductions in IP Telephony,
but don't go at this through the lens of saving money.
Instead, lay the foundation to drive business strategy”
• “The real value of IP is not cost reduction, but how it
changes the business”
• “Business productivity is what you have to focus on. You
get more bang for your buck by focusing on productivity
than cost reduction”
Contact Center Transformation
Verizon’s Leadership




Market-leading service portfolio
Intelligent services
Multiple service delivery options
Comprehensive service
management
 Solutions consulting and
professional services
Helping clients improve Contact Center Operations
Verizon’s Internetworking Services
 Why settle for a Voice Gateway service for PSTN to IP
connectivity, when you can get seamless SS7 and IP
internetworking and a complete inbound solution for your
Contact Centers with Verizon’s IPTF and IPIVR..
• Seamless internetworking: a single-call service with end-to-end
(PSTN-to-IP) accountability and carrier-grade scalability.
• Complete solution: the capability to handle TDM and IP connectivity
and transfers homogeneously with intelligent Toll Free routing –
including IVR treatment, standards-compliant SIP signaling and
robust IP security features.
– Operational improvement s that eliminate or reduce process change regardless
of technology platforms
– Contact Center Transformation at the customer’s own pace
• Verizon service: the customer support that’s proven to keep your
service going and saves staffing costs
Call Flow
1. Customer defines route
plan within Toll Free
Network Manager with an IP
termination.
9.The logic within the service
controller will resolve the
assigned token back to the info
temporarily stored.
10. Information temporarily stored in the PSTN will be
returned to the SIP Service Controller. Info includes
Originating Switch/Trunk, Intended URI for termination and
Originating Line Information.
11. The service controller will formulate a new
SIP message with the intended customer URI
and sends it back to the IP network.
TFNM
Verizon
SCP/INCP
5. Verizon SCP returns a termination
switch/trunk along with the
assigned token value to the Class 3 switch.
SIP Service
Controller
6. Class 3 switch routes the call
with the information returned
from the SCP to a network
gateway into the IP network.
8. The network
routes the SIP
message to
Verizon service
controller
PSTN
Class 3
SIP Phone
Gateway
13. The IP network will route the call to the
intended customer termination.
IP Network
12. The network will query a DNS server
to resolve the intended customer URI termination.
DNS Server
4. Class 3 switch will query the Verizon
SCP for routing instructions on the Verizonowned 8xx number. Customer has
termination assigned with an IP
termination. Info about customer and SS7
signaling is stored in temporary database
and a token value for info is assigned.
Class 5
3. 8xx call is sent from the
Class 5 switch with calling
party number.
7. The network gateway formulates
a SIP message with the calling ANI and
Called (assigned token) party numbers.
2. User places a PSTN 8xx call.
Verizon’s SS7-IP Internetworking
Service
 One-call (ANI-to-URI) service instead of a Voice Gateway environment that
effectively answers PSTN calls and re-originates them as IP
 Single point of contact for PSTN origination to IP termination call service and
troubleshooting
 End-to-end QoS instead of a Toll Free SCA and an IP QoS that add expense
and delays in large enterprise networks
 SS7 to IP Signaling, and UUI enhancements, that improve connectivity and
compatibility of data delivered with each call and through multiple transfers
 Continued support of existing Call Routing Plans, including most advanced
Toll Free Features, to facilitate smooth migration for inbound contact centers
 SIP Refer Transfers (unattended) that are more cost effective than networkbased transfers and use Out-of-Band signaling instead of in-band DTMF
 Native IP networking to extend IP CPE and application benefits
 Seamless call treatment and transfers for both IP and TDM terminations
 Carrier-Grade network call treatment and routing capacity
IP Toll Free (IP TF) Product Description
• IP Toll Free extends the capabilities of Verizon Business Toll Free service by
converting traditional PSTN-originated Toll Free calls to RTP streams and using
SIP signaling to terminate calls to SIP enabled devices connected IDA and PIP
Terminations.
•Carrier-grade internetworking service between PSTN and IP applications.
•Single-call and end-to-end SLA/QoS for Toll Free calls to SIP end-points.
• IPTF Supports the same Advanced features of VZB Toll Free Service, such as
percentage allocation, TOD, PCT, DOW, etc. and make it possible for customers to
migrate without having to recreate their call routing plans.
•ICR - Gateway real-time customer-drive call routing using Cisco ICM and Genesys
• The Verizon Business IP TF solution delivers a carrier-grade alternative to
Customer-owned VoIP Gateway implementations used today.
•Network-level Gateway flexibility, better scalability and minimal usage-based cost.
IP Toll Free (IP TF) Features & Benefits
Feature
Benefit to the Customer
Feature parity with Verizon Business Toll
Free network
Offers ability to route calls via existing route plans and
advanced features: TOD, DOW, Geographic, ANI, etc.
Toll Free Network Manager (TFNM)
compatibility
Provides near real-time control over hybrid (TDM and IP)
routing scenarios
Voice over IP conversion in the network
Eliminates the burden of owning and managing costly gateway
equipment
Call transfers via SIP Refer
Enables agents to transfer calls via IP – more cost effective
manner
Enhanced SIP Transfers capabilities,
similar to Take Back and Transfer
(planned)
Provides attended, conference and monitoring transfers using
SIP Refer to deliver IP TF transfer functionality similar to ECR
TNT (scheduled for 2007 IPCC release)
Automatic Device Registration
Supports automatic resolution of SIP devices such as phones
and ACD/PBX’s (trusted entities), allowing for easy MACDs
Compression (G.729)
Increases data bandwidth efficiency (allows 41 concurrent calls
vs. 24 utilizing TDM on the same T-1)
Voice bandwidth protection
Allows administrators to manage Quality of Service (QoS) and
committed access rate (CAR)
IP Interactive Voice Response (IP IVR)
Product Description
• IP IVR provides customizable treatment, routing and transfers for IP Toll Free (IP
TF) calls that allow seamless internetworking between IP or TDM Customer’s
Contact Centers and the Verizon Business SS7 (PSTN) and IP Networks. The key
benefits are:
• Network-level IP IVR functionality
•IPIVR provides call-handling savings by pre-processing calls in the network –before they
tie up CPE and agent resources.
•Native IP IVR functionality extends the application capabilities of a customer’s IP CPE –
particularly for multiple contact centers.
• Hybrid Call Processing
•Seamless call treatment, routing and agent transfers; across hybrid, TDM and IP enabled,
contact center locations.
•Unifying access to all agent and information resources that allows customers to migrate to
IP at their own pace while continuing to deliver the highest service levels.
•IP IVR is tightly integrated with PSTN and IP TF and provides single-call treatment and endto-end QOS (Quality of Service) whether calls terminate to TDM or SIP enabled locations.
IP Interactive Voice Response (IP IVR)
Features & Benefits
Feature
Benefit to the Customer
Carrier-grade IP infrastructure for call
treatment and routing
Provides ubiquitous, network-level, IP IVR functionality
without multiple protocol conversions
Robust IVR call treatment and routing
capabilities
Compatible with TDM IVR features such as menu routing,
message announcement and Busy/Ring-No Answer
Hybrid terminations (TDM and IP) and
transfers
Ability to terminate to and transfer from a combination of
TDM and IP devices/locations, which provides ubiquity of
service and allows customer to migrate to IP at their own
pace
Basic and Enhanced SIP Transfers and Take
Back and Transfer capabilities (planned)
Allows agent-selection of transfer types and provides a more
flexible and cost effective call transfer management (2007)
Simple system for migrating Hosted IVR –
ECR applications
Allows existing customers to add IP functionality without
rewriting complex applications and scripts
G.711 Codec Support
Provides Toll-Quality Voice (4.3 Mean Opinion Score) and
leverages 64kbps bit rate to provide seamless DTMF and SIP
transfers as well as Fax support
Contact Center Transformation
Who Needs it?
 The financial services company who is interested in cost savings and
particularly focused on the replacement of Network Transfers with SIP REFER
and Interoperability assurances that emphasize SIP interfaces and
certification of SIP-enabled vendors (ACD, PBX, VXML, etc.)
 The Travel Services Company with 30+ contact centers worldwide, including
outsourced locations, who has developed a 5-year Vision and is eager to
deploy a pilot or limited release SIP-enabled Toll Free solution –with the
carrier that is ready to deliver full functionality.
 The Electronics Manufacturer who is preparing an RFP to better address
contact center issues that include Service Quality, CPE infrastructure
limitations, support for established India contact centers as well as cost
savings and disaster recovery.
 The Internet Service Provider who has invested heavily in ACD and Intelligent
Call Routing (ICR) infrastructure that is not yet depreciated and needs to
realize cost savings without loss of functionality and focused on
transport/network savings --not TCO or “soft dollar savings”.
Thank you