©2008 interactive intelligence inc. the evolution of unified communications: practical applications...
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©2008 Interactive Intelligence Inc.
The Evolution of Unified Communications: Practical Applications for today’s EnterpriseBrad Herrington – Senior Manager Product Marketing
Interactive Intelligence OverviewInteractive Intelligence Overview
• Founded 1994
• Innovative, first-to-market approach– 1st all-in-one platform for enterprise
& contact center telephony
– 1st SIP-based IP contact center suite
– 1st all-software IP PBX
• Headquarters: Indianapolis, Indiana– Regional HQ offices:
Irvine, California , Denver & Washington, D.C.
– Offices throughout EMEA, A/ Pac
• 600+ employees
• Annual revenues more than $109 million… and growing!
– 20% annually in R&D
Solutions Provided WorldwideSolutions Provided Worldwide
• 3,000+ customer organizations in virtually every industry
• 300 VARs globally, including EMEA and the Asia-Pacific
• Product installations in nearly 80 countries– Offered in all major European and Asian languages
Today's Topic
“A walkthrough of how far Unified Communications has come over the last few
years and where it is going in the future”
©2008 Interactive Intelligence Inc.
Early Stage of Unifying Communications
Unifying the Call Center -1999
Call Center Applications
• ACD• Multimedia queuing• Skills-based routing• PBX/ IP PBX• IVR
– Intelligent speech recognition
• Voice mail / unified messaging– Interaction Mobile Office
• Fax server– Desktop faxing
• Web server gateway• CTI gateway
• Client Software Phone• Client integrations for the
Microsoft environments
• “Thin” clients
• Screen Pop• CRM Integrations
• Recording• Calls
• Web Chats
• Screens
• Presence Management• Reporting• Supervision
• Real-time monitoring
• Join and Coach
CIC
Single Point of Administration
Point Solutions
ACD IVRE-mail
RoutingQuality
MonitoringPredictive
DialingFax Web
Speech Reco
Screen Pop
Analytics
Customer Interaction Center® (CIC)
Administration
ACD IVRE-mail Routing
Quality Monitoring
Administration Administration Administration Administration
CIC
Screen Recording
Call Center Supervision
Real-time Charts, Stats &
Alerts
Agent Monitor & CoachMultimedia
Recording/ Scoring
CIC
Cradle-to-Grave Event Tracking
Call answered 11:03:00
IVR 11:03:01
Placed in queue A 11:03:45
Connected to agent 33 11:04:05
Transferred to queue B 11:04:31
Connected to agent 44 11:05:15
Call disconnected 11:05:55
Customizable Unified Application Suite
• E-mail servers – Exchange– Notes– GroupWise, etc.
• Databases – SQL Server– Oracle– DB/2, etc.
• Mainframes• CRM/ ERP
– SAP– Siebel– PeopleSoft®
– Microsoft, etc.
Interaction Designer®
… single design environment for integration/
customization
©2008 Interactive Intelligence Inc.
UC – And the adoption of SIP
Phase 1 Topology – Apps Consolidation at HQ
PBX
Common dial plan
ACD/universal queuing
IVR
Screen Pop
Unified Messaging
Presence management
Call recording
Desktop FAX & FAXback
Still key systems at
branches
Phase 2 IP Telephony/Branch Office Consolidation
Multi-site
consolidation
Common
features for all
locations
Extend call
center to
branch offices
Still supports
remote workers
Phase 3 Topology – Enterprise Rollout
Fault tolerant
design
Reused backup
server
hardware
Moved training
center to
branch office
(built-in DR
seats)
Remote/Home User - TDM
Voice from Caller
Data
Voice to Agent
Remote/Home User - SIP
Voice from Caller
Data and Voice
©2008 Interactive Intelligence Inc.
UC – Extending Outside of Telecom
Public Viewpoint
If you Googled
“Unified Communications” last year
you would come back with 2.3 million
hits.
If you Google
“Unified Communications” today you
would come back with 1.4 million
hits.
First pages includes:
Nortel
Dialogic
Avaya
Alcatel/Genesys
Cisco
Microsoft
Gartner/TMC/NetWorkWorld
Analyst View of Unified Communications
UC
Vendors
Incoming Communications
• Customers • User Communities• Co-Workers
– Choose their method of interacting with the organization
What are you
wearing?
Chat/IM
Speech
Call / IVR
Fax
Voice MailVoice Mail
FaxesFaxes
Text Chat
Recordings
Text Chat
Recordings
Call
Recordings
Call
Recordings
Unified Messaging
Presence Management
Desktop Communications Suite
Call Controls:
Within your OUTLOOK Client
Call Controls:
Within your OUTLOOK Client
Status ManagerStatus Manager
Easily Set User-defined Call RulesEasily Set User-defined Call RulesToast Pops for Incoming CallsToast Pops for Incoming Calls
CTI – Enterprise Screen Pops
• Great Plains–Accounting
• MS CRM–Sales
–Service
• Outlook–Anyone
Customer Records
MS CRM
CIC
CTI – Enterprise Reporting
Call answered 11:03:00
Auto Attendant 11:03:01
Placed in queue A 11:03:45
Connected to Bob 33 11:04:05
Transferred to Susan 11:04:31
Connected to Susan 44 11:05:15
Call disconnected 11:05:55
Bob’s
House
Susan’s
Remote Office
Corp
Office
©2008 Interactive Intelligence Inc.
The next phase of Unified Communications
Speech Recognition Today
• Speech enabled directories “Speak the name of employee….”
• Speech IVR’s “Press or say 1….”
• Message Management “Play new emails…”
• Full speech enabled applications (Address changes, 411)
Speech Analytics
OKCALM
Speech Analytics
CALM
CALM
CALM
Speech Analytics
SELL!
SELL!
SELL!
Advantages of Speech Analytics
Take actions during a call
Keyword matching (Cancel!, Hello-Hello…)
Security / Threat Assessments
Drive agent screens based on speech patterns
Communications in Process Automation
Assembly Line
Base Skeleton
Finished Product
Communications in Process Automation
Process (Work) Flow
Work Item
Completed Work
Communications in Process Automation
Process (Work) Flow
Work Item
Completed Work
Communications in Process Automation
Process (Work) Flow
XML Object XML
Database
Within the context of BPA, UC has relevance and hard ROI
• Presence becomes more than just “which of my friends are free to chat?” It indicates availability for the assignment of real work in a business process.
• Call center-style queuing and routing becomes essential for predictably performing important steps in a work flow.
• Recording moves from quality assurance to compliance in critical processes, including voice calls and computer screens.
• Real-time supervisory monitoring goes beyond coaching agents to providing visibility into the functions that make a business tick.
• VoIP provides complete location-independence, allowing employees to participate in businesses processes from anywhere in the world.
The business desktop goes from…
an interface that is more like a consumer toy
to something that lets real work get done
©2008 Interactive Intelligence Inc.
Summary
Why is UC now so hot?
• Pundits have been proclaiming this as “The Year of Unified Communications” for close to a decade
• VoIP and SIP have created a broader significance for unified communications
• Microsoft’s entry has caused everyone to sit up and take notice• Unified Communications is just the latest term to be taken over by
marketers to the point that it no longer has any meaning (joining “artificial intelligence”, “client/server”, “Web 2.0”, and a whole host of others)
The Communications Value Stack
Single Network (Convergence)
IP PBX
Unified Communications
Interaction Management
Process Automation
The Business
PBX ACD IVR VM Dialer Recorder WFM Fax
Some Vendors Viewpoint
“Vendors must adhere and embrace open standards or UC will fail”
• Single “All-in-One" Platform– Single point of management for simplified administration/maintenance– Fewer “boxes” for lower costs– Flexible deployment: works as PBX/IP PBX or with existing PBX/IP PBX
• Standards-based, All-software Architecture– Incorporates open standards such as SIP throughout -- no proprietary SIP
extensions for vendor “lock-in”– Runs on commodity servers without special boards or hardware– Can incrementally scale up or down– GUI designer tool for customization and business process integration
• Inherit Multi-channel Processing & Blending– Business rules can be applied across media types for improved customer
service– Blending doesn’t require separate servers or integration– True end-to-end report/tracking across media types for improved quality
assurance
Fax
WFM
Recorder
Dialer
VM
IVR
ACD
PBX
A Comprehensive, All-in-one Suite
Phone
Calls
E-mails
Web
Chats
Customer
Interactions:
ININ’s Unique Approach
• Makes multi-channel interactions affordable across all contact points
• One platform – reduces complexity
• Modular and expandable
• Pre-integrated with other third-party apps
CIC
ERPCRM
SFA
Business Process Automation
Marketing
Sales
Product
Support
©2008 Interactive Intelligence Inc.
The Evolution of Unified Communications: Practical Applications for today’s Enterprise
For more information:
WWW.ININ.COM