Transcript Benefits of IP Telephony

The Evolving Contact Center
Protecting Your Organization’s
Investments While Driving IP-Enabled
Efficiencies into the Future
Hollie Moran
Sr. Product Marketing Manager
Aspect Communications
Goals & Message
• Goals
o
o
Educate You on the Benefits of IP Telephony
Understand How You Can Leverage your
Existing Investments
• Message
o
o
The Time to Begin Taking Action is Now
Go Slow, Migrate Carefully
Where IP Telephony Stands
Today
• Grown Rapidly Over the Past 5 Years
• No Longer an Infant
• Industry Moving Toward Clear Standards
o SIP – Session Initiation Protocol
o VXML – Voice XML
• Still Not Where PSTN Is
o PSTN has 127 Years of Testing Under
It’s Belt!
o IP Telephony Has Made GREAT
Strides in 5-10 Years
• Moving Towards Feature / Function Parity
• Moving Toward 99.999% Reliability
• Promise of New Features / Functions and
Advanced Services
Adoption of VoIP
• Analysts indicate IP is viable and growing:
• Growth in overall VoIP
o Over the next five years, analysts expect significant
growth in the number of IP-architected call centers, with
all new switches sold in 10 years to be IP switches
• Demand for hybrid VoIP add-ons
o Enterprise call centers will migrate to IP slowly (2005-07),
due to reluctance to add risk to customer-facing activities
o Large call centers are more likely to demand VoIP remote
agents and hybrid solutions to protect existing
investments
• Demand for continued support of PSTN switches
o Enterprises, especially large enterprises, will require
continued support and add-ons for their PSTN switches
Sources: Frost, Yankee Group, Datamonitor, Giga
Current Risks of IP Telephony
• Reliability
o
o
Networks, phones
Newness of equipment
• Interoperability concerns
• Lack of people to plan,
design, implement and
manage VoIP
• Overlooking the Impact of
Voice On Your Network
Benefits of IP Telephony
• Operational Simplification
o
o
o
o
o
Single Network
Consolidated Application
Call Center, IVR, CTI, PBX
Common Reporting
Common Management &
Administration
• Globalization
o
Add Agent / Branches Anywhere
• Lower Costs
o
o
Moves , Adds & Changes
Network costs (T1’s, toll charges)
• Ease of Integration
o
Easier to deploy new integrated
applications
The Benefits Are Not All Or
Nothing
• Common Misbelief That Your Choices Are PSTN or IP
Based Solutions Only
• Hybrid Solutions
o
o
o
o
•
•
•
•
PSTN Based Solutions
Voice Over IP Capabilities
Yield Some of the Benefits
Few of the Risks
Protects Current Investment
Better Reliability
Much of Investment You Make Is Not Thrown Away
Benefits Now Outweigh the Risks
Today’s Telephony Architecture
PSTN
IVR
IVR
ACD
ACD
Remote Shelf
Agent
Agent
Agent
Agent
Agent
Agent
Agent
Agent
Ethernet
Ethernet
CTI
Desktop Desktop
Desktop
Desktop
Desktop
Desktop
Desktop
Desktop
IP Benefits With Traditional
ACD
• Customer Issues Addressed
o
o
o
Remote Agents / Branches
Globalization
Virtual Call Center
Traditional ACD
• Benefits
o
o
o
o
o
o
Leverages Current
Investment
Low Cost Solution
Quick Implementation Time
Same Reporting
Same Business Rules
Reduces Tie Line/ Network
Costs
Ethernet
Agent
Agent
Agent
Agent
Agent
Desktop
Desktop
Desktop
Data
Desktop
Desktop
Advanced Communication
Application Platform
• Customer Issues Addressed
o
o
o
o
Integrated Applications
Remote Agents/Branches
Globalization
Virtual Contact Center
Advanced
Communication
Application Platform
PSTN
WAN
• Benefits
o
o
o
Single System to Maintain
& Administer
Provides Migration Path
Enterprise Communication
Solution
Web
Server
VXML Server
IP-PBX
Ethernet
Agent
Agent
Advanced
Speech
Desktop
Desktop
Email
Simplify the Migration to Voice
Over IP
• Customer Issues Addressed
o
o
o
o
o
o
Leverage traditional ACD
Seamless Migration Plan
Operational Implementation
Minimize Risk
Reporting Consistency
Customer Service
Consistency
• Benefits
o
o
o
Migrate Over Time
– Mitigate Risk
Ensures Operational
Effectiveness
Investment Protection
Platform for Now &
the Future
Traditional
ACD
Advanced
Communication
Application Platform
PSTN
VXML Server
VXML Server
Agent
Agent
Data
Desktop
Desktop
IP-PBX
Ethernet
Ethernet
Agent
IP
Agent
Advanced
Speech
Desktop
Desktop
Advanced IP ACD Switching
• Customer Issues Addressed
o
o
o
Purchase a Stand-Alone
IP-ACD
No Need to Integrate to
IP-PBX
Single Vendor Solution
Advanced
Communication
Application Platform
PSTN
IP
Web
Server
• Benefits
o
o
o
o
‘Turnkey Solution’
Rapid Implementation
Minimal Integration
Vendor Management
Simplification
Email
IP ACD
Ethernet
Ethernet
Agent
Agent
Agent
Agent
Advanced
Speech
Desktop
Desktop
Desktop
Desktop
Case Study
Goodyear Dunlop Tires
• Makers of European performance tires for over 100 years
• Drivers for “Hybrid” IP Agents
o
o
Growth in contact center
Wanted to leverage existing switch and infrastructure
• Solution Implemented
o
o
18 IP agents at remote site, on Citrix client & soft phones
Taking an average of more than 1,000 calls per day via VoIP
• Benefits
o
o
o
Able to consolidate ACD’s
Telephony and facilities cost reduction
Flexibility of agent deployment
• Future Plans
o
o
All contact center agents on IP
10-15 at home agents on IP
Goodyear Dunlop Tires
“We evaluated VoIP in order to centralize
the management and the administration
of our Customer Interactive Centers.
Aspect provided a solution that met our
criteria.”
Norbert Hecking
Manager Customer Interactive Center
Goodyear Dunlop Tires
Opportunity To Gain With Little
Risk
• Do a Benefits Assessment
o
o
Evaluate Your Operations
Suggestions & Recommendations
• Rapid ROI Call Center
Solutions
o
o
o
Remote Agents
Remote Branches
Virtual Call Center
• Create the Business Case
• Develop and Show an ROI
• IP Telephony Is Not About the Technology, It’s
About Providing Value to the Business
Grab the Low Hanging Fruit !
• There’s a Lot You Can Do Right
Now With the Equipment You
Have!
• Extends Your Current
Investment
• Minimal Risk
• Allows You to Test Your IP Network
Those Prepared to Go “Pure
IP”
• Focus on Your Migration Strategy
• More Than Just A Technology
Replacement
o
o
o
o
People (agent training, supervisor
training)
Processes (new business logic)
Data (reporting)
Integrations
• During the Transition - How Will You
Maintain Current Operations
o
o
o
Reporting
Work Force Management
Business Rules / Logic
Summary
• The Benefits of IP Telephony Now
Outweigh The Risks
• There Are Clear ROI Benefits
o
o
Have Someone Come In to
do a Benefits Assessment
Dollarize the ROI Benefits!
• Grab the Low Hanging Fruit
• Prepare Carefully For the Migration to Pure
IP
• Go for the Brass Ring