Transcript Document

IP in the Contact Center
Tom Smith
Sr. Manager
IVR/Speech Product Marketing
Verizon Business
March 8, 2005
Agenda
• Contact Centers vs. Call Centers
• Matching Technology to Business Needs
• Industry Trends: The Migration to IP
• How Can You Get There?
• What Does IP Mean for Speech?
2
What do today’s Contact Centers look like?
• Multi-site
– Proximity to skilled, low-cost workforce
– Follow-the-sun
– Home-based agents
• On-demand workforce to meet volume needs
• Multimedia
– Live and self-service phone calls
– Web collaboration
– Email, instant messaging, fax
• CTI, intelligent routing, universal queuing
3
Challenges Facing Today’s Contact Centers
• Supporting geographically dispersed contact centers –
including home-based agents
• Integrating disparate legacy systems
• Providing uniform QOS across locations
• Streamlining contact center management
• Efficiently handling fluctuating volumes
• Converging multichannel communications (universal
queuing, integrated reporting)
• Integrating voice applications and data
• Managing costs
4
Traditional technologies do not effectively
address the challenges…
 Multiple switching layers
5
Traditional technologies do not effectively
address the challenges…
 Increased network complexity
IXC
Network
Prompting
Network
Routing
PSTN
Enterprise
Routing
Local
Access
Voice Response
Inbound 800
Voice network complexity
Call Center Databases
Reporting
Customer Data Center
Genesys
T-Server
Genesys
T-Server
Genesys
T-Server
Workforce
Management
Workforce
Management
Workforce
Management
ACD
ACD
ACD
Quality
Monitoring
Quality
Monitoring
Reporting
Reporting
LAN
`
`
Call Center 1
Quality
Monitoring
Reporting
LAN
`
`
`
Call Center 2
LAN
`
`
Call Center 3
 Multiple switching layers
6
`
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Traditional technologies do not effectively
address the challenges…
 Increased premise equipment
 Increased network complexity
 Multiple switching layers
7
Traditional technologies do not effectively
address the challenges…
 Silo solutions
 Increased premise equipment
 Increased network Complexity
 Multiple switching layers
8
APPLICATIONS
IP architecture promises a simpler, more
flexible solution
PBX/ACD, IVR,
CTI, WFM, QM
TDM
IP
Application Servers
SS7
Application Infrastructure
Media Gateway
Controller
TDM
Carriers
NETWORKS
Integrated Applications Environment
IP Carriers,
Internet
Trunk
Gateway
Session
Controller
Cellular
SharedVerizon
IP/MPLS
Network
Managed
IP/MPLS Network
(ILEC & GNS)
CPE
ACCESS
Line
Gateway
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Copper
Broadband
IP
POTS
The transformed network
The move to IP contact centers is underway
• 16% of contact centers
surveyed are deploying IP
• Another 30% plan to deploy
in two years or less
• 38% are considering IP
• Only 15% expressed no
intention to deploy IP
15%
16%
21%
38%
9%
Currently Deploying IP
Planning to Migrate < 12 months
Planning to Migrate 13-24 Months
Researching/Investigating
No Plans to Deploy IP
10
Contact center investment in IP is increasing
globally
• Growth will occur in all regions
• North America represents the
highest spending, followed by
EMEA
$3,000
Revenues ($million)
• Global IP inbound routing
spending will increase at a
CAGR of 39.4%
• North America and EMEA
combined will account for over
70% of the spending through
2009
$2,500
$2,000
$1,500
$1,000
$500
$0
2004 2005 2006 2007 2008 2009
CALA
11
Source: Datamonitor, IP Contact Centers to 2009, 2005
APAC
EMEA
N. America
2,000
1,500
1,000
TDM
Source: Datamonitor, Contact Centers in USA (Databook), 2006
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IP
2009
2008
0
2007
500
2006
• IP will support 32.2% of U.S.
agent positions by 2009
2,500
2005
• Agent positions supported by
IP will increase at a CAGR of
36.1%
3,000
2004
• Agent positions supported by
TDM will decrease at a CAGR of
(7.2%)
U.S. Agent Positions (000s)
U.S. Contact Centers are Shifting from TDM
to IP
Business Benefits
• Demonstrable cost savings
– Capital reductions via CPE avoidance
– Lower operating expenses (deployment,
management, MACD’s)
• Additional functionality
– Transfers, calls and conferencing initiated
via the desktop
– Presence and unified messaging to provide
greater productivity
• Multimedia applications that can be
streamlined across one network
• Support for geographically dispersed
environment
– Satellite and/or offshore centers
– Agent base easily adaptable to the needs of
the business and vice versa
IP will facilitate the convergence of telephony and computing in the contact center
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Operational Benefits
•
Business Continuity
 Disaster Recovery
 Cost effective availability
•
Support


•
Quick start up time


14
Data Center Applications
Merge Support for Voice & Data
New Locations
New Business Units
Customer Needs Driving IP Adoption
 Primary driver is
need to effectively
manage multiple sites
and remote agents
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The vision is appealing…
Contact
Center
IVR
CTI
PBX
QM
Consolidate all internal resources as
one central asset to manage
customers’ interactions and deliver
premium customer service
ACD
WFM
Back
Office
Branch
Offices
Home
Offices
…but how do you get there?
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Keys to Successful IP Migration
• Appropriate solution must leverage existing
infrastructure
• Customer may continue to grow legacy environment, but
should avoid hefty capital outlays in traditional
equipment
• Test applications in a lab and/or pilot environment prior to
full scale deployment
• Focus initial migration efforts on vendors that support
interoperability standards
• Expect it to take 1-2 years to fully realize benefits of IP
migration
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Phased Migration: Leveraging Legacy
TDM Infrastructure While Moving to IP
18
VoIP’s Impact on Speech Recognition
• Flexible distributed VoIP architecture allows robust data
to be passed to and from the Speech application
• VoIP facilitates load balancing, improving efficiency of
Speech resources
• Media Resource Control Protocol (MRCP) lets developers
manage speech resources separately from
applications – meaning faster, cheaper deployments and
upgrades
19