Transcript Adoption of IP in the Next Generation Contact Center

Adoption of IP in the Next
Generation Contact Center
Rupesh Chokshi
Director, AT&T
Gautham Natarajan
Director, AT&T
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Topics Covered
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Industry Buzz
Business Challenges
IP Enables Convergence
SIP Trunking
Network Strategy
SIP enables Next Gen Contact Centers
Current and Emerging Trends
Next Steps
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The Industry is Buzzing
Collaboration
SIP Trunking
Remote Agents
Convergence
Knowledge
Worker
IP Telephony
Intelligent
Communications
Unified
Communications
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What Are Your Business Challenges?
Business
Challenges
Transition
Evolve
Migrate
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Improve Cost
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Scale for Growth
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Preparing for Disaster Recovery
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Sustaining Flexibility
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Implementing Advanced Capabilities
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Maintaining Old Technology
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Convergence Drivers and Benefits
Contact Center
Drivers
“How can I improve
productivity?”
“How can I better
integrate business
applications?”
“How can I manage
my costs more
effectively?”
“How can I ensure
the security of my
business?”
Landscape
Applications
Application
Infrastructure
Networking
Fabric
Access
4 Points of
Convergence
Take Advantage
of Services
Over IP
Contact Center
Benefits
Performance
Enhancing operational
efficiencies and
productivity
Optimize Your
Application
Infrastructure
Agility
Enable Your
Network with
MPLS
Control
Integrate
Mobile and
Fixed Access
Options
Increasing time-tomarket and workflow
responsiveness
Strengthening visibility
and real-time adaptability
across the enterprise
Security
Protecting against
the unexpected
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IP Enables the Convergence ……..
Business Applications
Devices
eCommerce
CRM / ERP
Custom
Conference –
Web, audio
SIP / Web Services / IMS
IP MPLS
Messaging
– Email, IM,
Text
Presence
VoIP / IP
Telephony
Communications Applications
….. Of Communications and Applications
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Is This SIP Trunking?
Hint: Not a SIP Trunk
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SIP Trunking – A Better Definition…
SIP (Session Initiation Protocol) is an applicationlayer protocol for creating, modifying and terminating
sessions with one or more participants.
Examples of sessions include:
Multimedia conferences, Voice calls and Multimedia distribution
Trunking is a communications concept around
enabling many clients to share network access
through a set of lines, frequencies or bandwidth.
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High Level “SIP Trunking” Architecture
Service
Provider IP
Network
Internet
SIP TRUNK
Data Access
IP PBX
Your
Facility
IP-Phones
PSTN
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What’s So Cool About SIP Trunking?
1) Convergence of Networks (Voice, Data and more)
2) Dynamic Bandwidth Allocation
3) Total Cost of Ownership: Capital, Infrastructure &
Transport Cost Savings
4) Common Protocol with Open Standards
5) Advanced Capabilities available Today
….. the list goes on
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Key Areas to Think About ….
• How do I deal with Hybrid Environment TDM & IP ?
• What does Convergence mean for me ?
• Are my investments into “Future Ready
Technologies” ?
• Can I do More with Less ?
• How do I support Remote
worker and Knowledge
worker capabilities ?
• What should I do to go
Global ?
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Services over IP - The Basic Idea
Collaboration
Application
Server
Voice
Application
Server
Conferencing
Application
Server
Messaging
Application
Server
Video
Application
Server
SIP Session
Border
Controller
Mobility Session
Border
Controller
IP/MPLS Converged Network
PSTN
SIP
endpoints
Presence
Application
Server
•Each access type
communicates via a
designated Session
Border Controller (S/BC)
•S/BCs translate access
protocols into SIP, and
provide firewall, NAT
IMS Infrastructure
PSTN Session
Border
Controller
•SIP-based IMS Core on
converged IP/MPLS
network
•Service layer is agnostic
to Transport / Access
•Application Servers (AS)
plugged into IMS Core
provide services over IP
Mobile
networks
•All Applications available
to all access types
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Network Strategy: Transform Each Layer
Application
Services
Application Y
Application X
Application Z
• IP Centrex
• IP Call Delivery for Call Centers
• Unified Communications
• Fixed/Mobility Convergence
• Web/Chat/Email Collaboration
Scalable Open
Computing
Platform
SIP-based IMS
Core Network
IMS Common Infrastructure
ENUM/IP
Peering
Customer
VPNs
Multi-Access GW
Managed GW
TDM GW
It’s All
About
IP GW
IP-PBX
TDM-PBX
Supporting Multiple
Endpoints,
Video
Data
Voice
Corporate
Intranet
Access Technologies and
Application Services
PBX
Home or Remote
Branch Office
Video
Data
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IP Enabling Voice: Key Elements
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VoIP Network Infrastructure
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Network-based VoIP Services
for Enterprises, Call Centers
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Interoperability between
Network Services and
Customer Premises
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Scalable, open computing platforms
SIP-based IMS Core on IP/MPLS VPN
Support TDM & IP hybrid environments
Plug & Play capability
Voice over IP VPNs, with SIP Trunking
All Distance Calling (LD, Local, Global)
Call Routing / Toll Free Features
Network-based IP Telephony (IP Centrex)
Wireline/Wireless Convergence
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Interoperability Testing/Certification of Customer
Premise Equipment, Apps with SIP Trunking Services
Managed IP Telephony & LAN Services
SIP Extensions enable enhanced Call/User
information delivery
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SIP enables Next Gen Contact Centers
BRICKS & MORTAR COSTS
Remote Agents, Knowledge Worker
LABOR – AGENT COSTS
Off Shoring of Call Centers
Building 2
Suburban home
PORTFOLIO OF
City
IP ENABLERS
IP based Platforms
IVR
AT&T IP/MPLS
PSTN
Local, International
IBM AS/400
CTI & CRM
IBM AS/400
GW
IVR
US
Center
TDM
ACD
IVR
KNOWLEDGE MANAGEMENT COSTS
Useful Information in SIP Signaling
Network
Global
TA
IP ACD
IP enabled
Legacy ACD
GW
IP ACD
NETWORK COSTS
SIP Refer; SIP Redirect
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IP-Enabled Contact Centers: Current Trends
• Technology shift to IP, SIP, IMS has enabled
network efficiencies, leading to lower network costs
• Support for Remote Agents has helped reduce brick
and mortar costs
• Global Reach has spurred globalization
• Knowledge Management is another key area for
contact center operators
• Support for Hybrid Networks
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IP-Enabled Contact Centers: Emerging Trends
• Leverage Unified Communications to further
improve e2e customer experience, increase
revenues, and drive down costs
• Take advantage of Wireline/Wireless convergence
to improve call center operations and drive down
costs
• Multimedia based communications sessions
between End Users and Contact Centers to
differentiate e2e customer experience
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Key Next Step – Revisit Your Network
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What is your Voice infrastructure?
What is your Data infrastructure?
How old is your Equipment (voice & data)?
Look at your company’s Business Plan
• Are you looking for ways IP services can make your business
more profitable & efficient.
• SIP trunking is efficient...Can get into IP PBX faster.
• Meet with your Account team
• Determine design & cost structure
• Identify if benefits outweigh costs
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The question really is not “Why should I
embrace IP Telephony in my Contact Centers?”
but rather “When and How should I embrace
IP Telephony in my Next Generation Contact
Centers?”
The time is now, the market is
moving, and all Business Enterprises
large and small are building plans and
implementing IP Telephony in their
Next Generation Contact Centers.
ARE YOU?
thank you !