Transcript Collab Presentation Template

OneContact Platform
ContactCenter
State-of-the-Art
Next Generation
Multimedia
S I P Video
Convergence
IP
VO I P Geographic Independence
Who we are
 COLLAB was founded in 2003 by experienced
call centre technology professionals.
 Anticipating a technology revolution in the
industry with the widespread adoption of
Internet Telephony and new standards (SIP),
COLLAB started developing 3G contact centre
solutions specifically targeted to Network
Service Providers and Wireless Operators
 COLLAB is a privately-held company with
Novabase as a majority shareholder.
Established in 1989, Novabase is the largest
Portuguese IT company. With more than 1700
employees in 2007
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Why the VOIP revolution ?
REVOLUTION
 After 100 years of voice communication, VOIP might be
the next big thing
 Computers* are able to call… and better: to VIDEO CALL!
*computers including softphones, IP phones, wireless phones, etc.
CONVERGENCE
 VOIP means convergence: a single internet connection,
high speed, serving voice, video and data
communications.
 Benefits of convergence?
 Single infra-structure to maintain
 More companies to buy the service from
 Therefore, lower deployment and maintenance
costs.
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Relevant Facts - Vodafone
 First worldwide implementation of a Video Contact Center Vodafone Portugal (2004).
 Vodafone has grown and now operates with 6 interconnected
sites, geographically distributed, being 3 totally outsourced.
 Includes Video, Chat and E-Mail, based in a totally redundant
architecture (any site can take ownership)
 Due to the success of this implementation, there are
Vodafone company guidelines to replicate this installation in
other countries (already occurred in Germany and Malta)
 The OneContact platform is the first FULL IP, SIP-BASED,
contact-center, operating with 1.500 simultaneous agents,
with 100.000 calls per hour (Vodafone Germany)
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Relevant Facts (continued)
 Strategic partnership with Portugal Telecom: supply
of Hosted Contact Center and IP IPBX services to
their corporate customers.
 In a 2 year period, PT is already serving more than 50
companies. All the operation is delivered through
cable, as a network service.
 Collab has implemented a large scale contact center,
CONTACT (Grupo Espírito Santo), in Portugal, with
900 agents, distributed in 2 distinct geographic
locations. There is centralized management of the
contact center, and it operates with a unified queue.
This implementation took less than 6 weeks.
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Collab in 4 quadrants
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I. Multimedia Contact Center

OneContact has a built-in UNIVERSAL QUEUE. All
interactions are managed and prioritized with a unified
logic in a single centralized view.

Allows RICH-CALL scenarios, for instance, a Voice Call
making a Video Push to the customer, and terminating
with an SMS/MMS.

Allows for VIDEO IVR (for instance, to show video
contents while customer on hold)

Natively supports all interactions channels : Voice,
Video, E-Mail, Instant Messenger, SMS
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II. Adoption of Standards

OneContact was natively built on SIP standard
protocol.

This norm ensures transversal interoperability among
all equipments and scalability in the different vectors
of a IP/Voip network.

The traditional legacy-systems, composed by PBXs and
desk-phones, are replaced by servers and softphones
(or desk-based IP phones). This means maintaining a
single network infra-structure.

Prepared for contact centers of any dimension, being
the base requisite IP connectivity.
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III. New Business Models

The negative macro-economical scenario in 2008-2009
creates the necessary environment for this market
trend, clearly in counter-cycle:

Companies that always considered buying Alcatel,
Siemens, Avaya, Nortel are now moving towards hosted
solutions, IP-based, supplied without the major setup
complications of a project. The network services model
has definitely arrived in the contact center arena.

The initial investment is changed into monthly rents,
pay per use. All the licensing and maintenance costs are
transformed into these OPEX fees

The teams can be outsourced, co-sourced, or mixed for
a perfect combination of skills and flexibility.
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IV. Geographic Freedom

With OneContact, the geographical location of contact
centers is no longer relevant. Through its SIP
infrastructure, overflowing interactions between contactcenters is completely out-of-the-box.

Geographical distribution means significant benefits for
CO-Sourced scenarios:



Company employed agents, with greater knowledge of business, can
operate from the company location.
Outsourced agents, (f.i., performing outbound campaigns), can operate
from the outsourcer location.
Integrated management, geographically independent





Example: VODAFONE PT has 6 integrated sites, 3 of them outsourced
Total redundancy and disaster recovery between sites.
Any location can take over, in case of failure.
Dynamic Distribution of calls – if a site doesn’t answer a certain
interaction in X seconds, it is placed in a global, common queue.
This stimulates competition in the service level of the different sites.
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Collab’s value proposition
 One Contact is a state-of-the-art SIPbased Multimedia Contact Center
software solution
 that offers Voice, Video, E-Mail, Sms and
Instant Messaging integration,
Media
Server
Proxy
Registrar
Back 2 Back
User Agent
Intelligent
Router
Automated
Dialer
 natively suited for hosted and/or
geographically distributed contact center
scenarios.
Statistics &
Provisioning
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Contact Centers Evolution
“Network Based Contact Center Services”
Functionality is supplied as a network-service
Legacy Contact Centers
Traditional PBX + ACD + CTI
(Alcatel, Avaya, Nortel, Aspect, Siemens)
“Next Generation Contact Centers”
Multimedia IP Contact Centers
Time
Source: Gartner Group
Reasons to deploy OneContact
 IP Contact Center => a single LAN infra-structure to manage
 No need for PABX or phones at the agents position:
OneAgent softphone includes call control and termination
with the possibility of audio termination on a SIP or GSM
phone
 Multimedia IP IVVR (Interactive Video and Voice Response)
 Multimedia ACD, sophisticated distribution algorithms
(Longest Idle, Skills Based Routing, Network Optimization, etc…).
Programming using Microsoft Visio
 E-Learning engine, while agent is ready and idle.
Feedbacks into dynamic management of agent skills.
 Supports advanced outbound modes:
preview, power and predictive
 Real-time activity logging and historical reports
OneContact
Next Generation Contact Center
PSTN
Contact
Center
Front-end
IVR; media
in queue
and on-hold;
3rd party call control
Infra-structure
SIP Cloud conferece;
listen-inimplemented
and
using
management
recording
a B2B user agent
Account Manager
Agent [site A]
Enterprise
Unified
Communications
Media
Server
UMTS
Proxy
MSN
Yahoo
Skype
Registrar
Back 2 Back
User Agent
Intelligent
Router
Automated
Dialer
Agent [site B]
Statistics &
Provisioning
Expert
www
Outbound List Management, including
Multimedia Soft phone
including
Supervisor
ACD functionality, including
management
of contact
lists of
peractivity
service,
“Cradle to grave”
logging
call control functionality and
customized interaction with
the Real
caller
automatic
re-scheduling
of callsreporting
(on busy,
and
timemedia
and historical
termination
(possibility to
in queue and sophisticated
on no-answer,
wrong
person,
etc…) with
of the contact
center
activity
terminate the audio also on a SIP
distribution algorithms (Longest
different idle,
pacing modes (preview, power
phone or GSM phone)
skills based routing, etc..)
and predictive)
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Screenshots - OneAgent
CRM Integration available
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Screenshots – OneSupervisor
 On the left, screenshot of
OneSupervisor (Agent
View)
 On the right, screenshot of
OneSupervisor (Outbound
Service View)
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Screenshots – Visio, Wallboard

On the left, script development
based in Microsoft Visio. This
important feature allows people
without any programming skills
to participate in the script
creation process.
 On the right, sample of
wallboard screen.
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Collab product suite
OneContact
OneWorkforce
OnePBX
Collab Infrastructure
17-jul-15
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Collab – International Presence
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Collab – Customer Base
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Collab – International Partners
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Some of our references
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Conclusions
 Adopting a Full IP Contact Center allows for clear benefits, in a
technological level
 State-of-the-Art Functionalities, multi-channel and multi-service
 Unification of locations within a corporate customer, uniting mobile
workers into a single network, independent of geography
 High degree of scalability and survivability, multi-site connectivity
through the data network, sophisticated calling features, web
conferencing integration, no single point of failure.
 In a Financial level
 Convergence of all network infra-structures – one single network to
maintain
 Reduced Travel Costs: Voice,video,data over IP – less need for onsite administration/management
 SIP standards based solution – no vendor dependence.
 In a HR level
Agility and Flexibility
 Increased productivity: PC integrated Soft-Phones, easy to use IP
videoconferencing, better communication
 Total flexibility, by combining in-sourcing / outsourcing / co-sourcing
of teams.
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Thank you
Carlos Vasconcelos
[email protected]
http://www.collab.pt