virtual contact center no tdm no cti
TRANSCRIPT
Situation Point to Point Solution Contact Center
CTI Gateway
CTI Link
IVR
Verint
Recording System
VoiceMail
Inbound Agent
ACD
ACD Reports
Dialer Reports
Outbound Agent
IVR Reports
Ethernet Switch
Database Servers
Application Servers
Avaya 8700 Web Interaction
Server
VoIP Gateway
Email Server
Web Server
Genesis CTI
FAX Server
Internet
Public Exchange Network
Email Reports
CTI Reports
ExpoTech Confidential
www.expotechinc.com
Unified Solution
Blend Agent
Business App/DB Servers
� Predictive Dialer
� Reports
� IVR
� Voice Mail / Recording System
� Email / Fax
� ACD / CTI
� Chat / Collaboration / Databases
� Blend
Public Exchange Network
Internet
Ethernet Switch
Unified Platform
ExpoTech Confidential
www.expotechinc.com
True VoIP Architecture
Local Center
`
Agent
- SOAP API
`
Supervisor - Director
- DataView
- Enterprise Monitor
`
Administrator - Server Config
- GW Config
- GW Monitor
`
Developer - M3 Dev
- LYRICall Dev
- Report Dev
ExpoTech / Phoenix
Director Portal Server
Primary Database
OSMS Server
Aspect Proxy Server
DBI Server
Agent Portal Server ( 250 Agents per server)
CenterCord
Recording Storage Server
`
Support PC &
Administrator- Server Config
- GW Config
- GW Monitor
SIP Portal
DCP
TA
WAN
Remote Call Center Safelite
`
Agent
- SOAP API
`
Supervisor - Director
- DataView
- Enterprise Monitor `
Agent
- SOAP API`
Supervisor - Director
- DataView
- Enterprise Monitor
Telephony Adapters ( One per DCP)
PSTN/L3
Phoenix
ClevelandAmerican Samoa / Anywhere
ExpoTech Confidential
www.expotechinc.com
Virtual Multi media Contact Center
WAN
DSLDSLDSL
MGW8 spars
184 C calls
VoIP traffic
Phone companyPSTN
Database
Email and
web content
Web server
Real-time ChatWeb
File server
800-800-asap
Nationwide Insurance
Proxy
Phoenix center
building
Omaha
Insurance
Proxy
American Samoa
building
Value to IT
� Deployment
� Deploy software on standard hardware
� Reduce Professional service fees
� Easily deploy work-at-home agents
LAN / WAN
� Management� Administer all sites from anywhere
� Centralized reports across sites & media
� Reduce support/license fees
� Development� Same tool for IVR, ACD, CTI, e-mail, web
� Easy integration with enterprise databases
� No custom CTI links and CRM APIs
IVR, ACD, CTI, e-mail,
web
ExpoTech Confidential
www.expotechinc.com
GM24
Slide 6
GM24 1. This is the idea, but the better implementation. Basically, the software is being dispersed over the internet, to the at-home agents. Is
there a way to have the call center photos be sort of transparent so you can see the house behind them?
2. Combine the guy with the folders (no calculator and make them all the same colro) and have him connected to all the sites.
3. Need collage of app. development, their database and Internet cloudGillian Montgomery, 1/25/2006
Virtual contact center values
� Get more out of CSRs� Reduce call handle times
� Deploy work-at-home agents
� Adapt quickly to the business
� Move, expand, open centers
� Respond to opportunities, disasters, etc.
� Reprioritize customers in queue
� Improve customer service
� Route customers using VS2 data
� Route calls based on conditions
ExpoTech Confidential
www.expotechinc.com
Value to Insurance Clients
� Adapts to insurance business
Distributed IP architecture. Agents anywhere.
� Routing flexibilityCTI Built-In. Conditional routing workflow.
� productivity � Management Tool.
Screen pop.
� Business continuity Automatic call re-direct.
No single point of failure.
� Quick deploymentStandards-based, software-only, IP architecture.
ExpoTech Confidential
www.expotechinc.com
ACD
ACD
ACD
Three-Tier Call Center Telephony Network
ACD
PSTN
CTI Hardware and Middleware
CTI Hardware and Middleware
CTI Hardware and MiddlewareVoice Data Integration
CTI Hardware and Middleware
E-mail Center
Web Collab
DSLWAN
WAN
InternetWAN
Corporate LAN/WAN
Traditional Call Centers Two Networks—Phone Centric and Expensive
DataMartCTI Hardware
and Middleware
Multi-site Pre-Routing
CTI Hardware and
Middleware
www.expotechinc.com
� Multi-media on one platform� Consistent routing workflows
� Consolidated reports
� Multi-site networking� Best-agent routing across the
enterprise—agents anywhere
� Single point of admin
� Consolidated reports
� Converged network� IP contact center solution—VoIP
� Major cost reductions to operations
� CTI Built-In—CRM integrations within hours not weeks or months
� Standards based – Open architecture
InternetDSL
WAN
WAN
WAN
Corporate LAN/WAN Contact
Center Node
Contact Center Hub/Node
PSTN
Business continuity
PSTN
ExpoTech Confidential
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Virtual Contact center
VoIP isn’t the answer; VoIP is the enabler
Application Layer Self-service, Contact Routing and Queuing,
SFA, Help Desk, Analytics, ERP, ERMS,
CRM
Architecture Layer VoiceXML, VoIP, SIP, XML, SOAP,
ODBC/JDBC
Network Layer IP MPLS, Frame, QoS, Multiple Routes, TDM
HW Platform Layer Generic Servers, Linux, Windows, SNMP,
UPS
Business
Business
IT
IT
ExpoTech Confidential
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Contact CenterMission-Critical Reliability on One Network
Security
Appliance
EmailRelay
Corp Web Servers
DMZ
Voice GatewaysVoice Server
Application / Email
Database Server
Center Hub
Reports Server
*
Corporate Data Network
ACD
IVR
PBX
Collaboration Server
PSTN
NodeNode
F/W F/W
Internet
ExpoTech Confidential
www.expotechinc.com
Home Agent SupportRegardless where the agent may be
Voice GatewaysVoice Server
Application / Email
Database Server
Contact Center Hub
Reports Server
*
Corporate Data Network
PSTN
Node
Home Agents
Internet
PSTN
VPNAny Telephony Device
Multi-MediaSingle Platform on One Network
Workflow
� Intelligent routing and queuing of mixed media
� One interface
� Consolidated system management – one workflow engine, one database
� Consolidated reporting
� Set response levels for e-mail as with voice
� Screen pop for all media –no CTI required
ExpoTech Confidential
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Dialing Campaigns or Surveys
CallbackWorkflow
CustomerDatabase
CallbackE-mail
� Generate campaigns on-demand or automatically based on call center conditions
� Create callbacks from any corporate information repository
� Preview dial campaigns blended with other inbound customer contacts
� Prioritize according to business rules
� Full reporting, including service levels and agent statistics
API
ExpoTech Confidential
www.expotechinc.com
Centralized reporting, One View for all sites and mediaReal-time and Historical Management Information
� company will have more data available for better decisions than
your call center. All agents. All media. All sites. All customer service
models.
� Accessible from anywhere.
ExpoTech Confidential
www.expotechinc.com
CTI Built-InLower Deployment Costs
� One network eliminates the need for costly CTI deployments
� No CTI hardware or middleware
� No support and maintenance fees for CTI
� Screen Pop and Data Directed Call Routing deployed in a few hours, not weeks or months
� No costly integration changes every time there’s a change
� Extends the investment in Expo2 and other applications
ExpoTech Confidential
www.expotechinc.com
Auto Attendant and IVR
� Auto-attendant and IVR
� Ability to access enterprise data like Expo2 and mainframe
applications
� Caller prompting and menu trees using DTMF
� Digital announcements and music-on-hold while waiting in
queue
� Enables incoming calls with Expo2 or Mainframe using DTMF
VoiceXML 4.0 standard platform for advanced applications
� Integrate via SIP protocol
ExpoTech Confidential
www.expotechinc.com
Workflow tools Enterprise Applications
� Open Architecture
� User and field configurable Field configurable means many new features
� Workflows can access databases over JDBC, SOAP, etc.
� Workflows can execute any Java code
� Very extensible
Full IVR capabilities
•Play announcements
•Capture DTMF
•DB Access
•Extensible through Java
•Everything except Text To Speech and Speech Recognition
•Voice integration Rich call-recording capability
•Record by classification or randomly
•Agent-initiated recording
•Supervisors can record while monitoring
•Recordings stored centrally and associated with CDRs for search and retrieval
ExpoTech Confidential
www.expotechinc.com
Matching engineBased of skills language and market conditions
Best Agent Anywhere
Customer Workflow
SelectAgent
Select
Customer
Agent Workflow
WaitingCustomers
WaitingAgents
Match
AgentAttributes
SupportSpanishPrinters
VoiceTime Available
Gold Agent
Customer
SupportSpanishPrinters
VoiceTime in Q
Gold Customer
ExpoTech Confidential
www.expotechinc.com
Select
Agent
Select
Agent
Conditional Routing Using Multi-source DataNew Flexibility in Routing Decisions
1. Platinum Customer
Data Warehouse Billing
2. Delinquent AccountPending $500K Order
No Orders in Last 6 Months
Best Sales Agent Best Collections Agent
3. OR
If Large Order Pending
Sales
If No Recent Purchases
Contact Center
Routing Workflow Engine
Incoming Call
Contact Center Matching EngineQueue priority reset
Queue is re-prioritized in real time
Queue is re-prioritized in real time
Prioritized viewof customer queue
Priority Adjusted for Business Value
Gold customers are given higher priority
Rank WeightBusiness Attributes
0.0
0.0
MediaType
BusinessValue
SvcLevelObjective
ContactSecsInQueue
0.0
0.0
0.5
0.5
ExpoTech Confidential
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