“frustrated with your current non-unified communications ...€¦ · • apac multiple award...

“Frustrated with your currentNON-unified communications solution”solution– want to know how to transform and innovate your existing investment?

Troy Robertsy

General Manager AUS/NZCallTime Solutions

©2009 Interactive Intelligence, Inc.

Opening Question

What IP PBX solution do you think Microsoft useWhat IP PBX solution do you think Microsoft use globally for their Telephony?

1. Microsoft’s own Office Communications Server.2. Cisco Call Manager.3. Nortel.4. Interactive Intelligence.

Deployments to date 8/06

On January 5th 2006 CIO Today Magazine asked Microsoft CIO Ron Markezich what are one or two products Microsoft uses that you would describe as outstanding Hisare one or two products Microsoft uses that you would describe as outstanding. His

reply was, “IP PBX by Interactive Intelligence for IP Telephony. We have had great success with it.”

http://www.cio-today.com/story.xhtml?story_id=39605&page=1

Innovation • Experience • Value www.inin.com©2009 Interactive Intelligence, Inc.

Agenda

1. Who is CallTime Solutions

2. Introduction to Interactive Intelligence

3 A hit t ti t l i t t3. Architecture options to leverage your investments and approach true unified communications

4. Business case for unifying your communications

5. IP PBX features and administration tools

6. Summary of Call Centre Features


Who is CallTime Solutions ?

Specialists in the design, implementation and support of1 Multi Media Contact Centre functionality1. Multi Media Contact Centre functionality

2. Converged IP Telephony solutions for Enterprises and Telecommunication Service Providers

• Largest , Most Experienced ININ Reseller in regiong p g• APAC Multiple Award winning ININ Reseller

• 2008 APAC Partner of the year• Most Strategic Sale for Charles Sturt University


Who is Interactive Intelligence ?

• Provider of proven business communications softwarecommunications software

• Differentiation:• Innovative, first-to-market approach

All i d l l tf f t t• All-in-one modular platform for contact center and enterprise telephony

• Strength and experience in VoIP and SIP-based offeringsand SIP based offerings

• Headquarters: Indianapolis, Indiana• Founded 1994

• Global Top 500 Software company (209th)• No2 performing company on NASDAQ in p g p y Q

2006• Awarded top right of Gartner Quadrant

surveyy

Experience: Solutions Provided Worldwide

• 3,500+ organizations in virtually every industry

• Customer installations in 60+ countries• Customer installations in 60+ countries

• Products offered in all major European and Asian languages


Experience: Some University Examples- leveraging existing investments

• 5700 seat IP PBX with Informal Contact Center Agents• 10 sites with single CIC in Disaster Recovery configuration• Head to head trial against CiscoHead to head trial against Cisco• Auto provisioning and Microsoft OCS integration was key features• Replaced Asterisk and Ericson PBX solution

• CIC replaced existing Nortel Symposium Contact Centre • ACD, IVR, call recording, workforce management, real-time traffic and

schedule management, outbound campaign management, and reporting.

• CIC front ends existing Nortel and Cisco Infrastructure, leveraging their existing investments


Markets Served


Other Vendors Viewpointp

PBX ACD IVR VM Dialer Recorder WFM Fax

$$$$ $$$$ $$$$ $$$$ $$$$ $$$$ $$$$ $$$$• Separate products, administration & support requirements

• Limited features, complicated integration & difficult to maintain

• Requires multiple servers & associated support contracts• Requires multiple servers & associated support contracts

Higher Total Cost of Ownership, less flexibility, slower to deploy


A Comprehensive, All-in-One Platform

We deliver an open, all f ifi d

IPA

WFM

Recorder

software, unified communications solution

Recorder

Dialer

VM

IVR

Less integration time,lower costs

Multimedia ACD

PBXSingle vendor to deal with

Applications leverage one another

Works as PBX/IP-PBX or with 3rd party PBX/IP-PBXp y

Contact center and enterprise functionality on one platformIndustry Standard Server


100% SIP Architecture

EIC/CIC S

EIC/CICServer

EIC/CICDR Server

DREIC/CIC Server

B i

EIC/CIC Failover

IP Desktop Telephones and

Business Client for Desktop Control

PSTNE1’s Gateway

Main Site

Other Site

E1’s

WAN

pConference PhoneMain Campus

or Co-Lo

PSTNE1 s

EIC Soft Phone for Centrino Notebooks


Leveraging your Cisco Investment – Cisco TAPI Integration

CIC Server(IP PBX, UM,

IVR, Multi-Media ACD R d

ExistingEmail

ExistingDB

Cisco Call Manager

ACD, Recorder, WFM) CIC Switchover Server

DB Server

TAPITAPI

PSTNE1’s

B i

Router/Voice Gateway



Flexible Architectures- Leverage existing PBX investmentsg g

ExistingEmail

ExistingDB

CIC Server CIC Switchover ServerDB

Server

SIP

PSTNE1’s

B i

Router/Voice Gateway Existing

PBX



IP Telephony/Unified CommunicationsThe Business Case

Traditional Traditional Phone Phone SystemsSystems Lower Total Cost of Ownershipyy

Fax IVR

CTI Server

Lower Total Cost of Ownership• Self Service MAC’s• Central IT/Admin nationally

Single Vendor reduced maintenance

Voice Mail

Fax

ACD

IVR

PBX

• Single Vendor reduced maintenance• Open Standards/Cheaper hardware &

no expansive upgrades

• Never grow old PBX

ININ Phone SystemININ Phone System

• Never grow old PBX

Business EfficiencyBusiness Efficiency• Unified Messaging• Voice Conferencing• Presence Management

EICEICIP PBXIP PBX

VM UMVM UM

CTI CTI

IVRIVR

ACDACD

• Presence Management• Mobility/Find-Me Follow Me• Contact Centre on same platform


Simplified Administration

I t ti Ad i i t t ®Interaction Administrator®

• Configure system/ user resources• In-house moves, adds, changes• Wizard-driven provisioning• Integrated application security• Real-time management

Interaction Attendant®

• Automated attendant menus

Take control

– Create flexible call flows

• Basic workgroup routing• Complete IVR management

of your IT operations

• Provision in minutes– Real-time control

• Multi-system management

Deployment – The Issues for Universities

Simplified Simplified ppDeploymentDeployment

• Deployment of desktop phones for large campuses is labor intensive

• Ongoing maintenance of desktop devices is a major time-consumer for IT staff and especially hard for Universities

CIC Auto-Provisioning• The phone can is provisioned faster than it can be unpacked

f it b !from its box!• Reduces time for deployment • Ongoing support of handsets is a simple phone swap


Standard PBX Features

• All the standard PBX features including

• IVR

• Speech Enabled Automated • Pick-up

• Transfer

• Hold

Attendant

• Full Voice Conferencing

• Unified Messaging• Hold

• Park

• Conference

• Unified Messaging

• Presence & Desktop call control

• Call Waiting

• Camp

Voice MailStandard PBXStandard PBX

Voice MailVoice MailConferencingConferencing

• Voice Mail

• Message Waiting

• Zone Paging

FeaturesFeaturesSuitable for Suitable for Standard Phone Standard Phone UsersUsers

CICCICg g

• HD Voice

UnlimitedUnlimitedAutoAuto Attendants &Attendants & Choices ofChoices ofAutoAuto--Attendants &Attendants &Custom IVRCustom IVR

Connect StandardConnect StandardHeadphonesHeadphones

PhonesPhones

Complete Unified Messaging – One mail box

Faxes

Voice Mail

Text ChatRecordingsg

Call Recordings


Interaction Client: Improves Productivity- Net, Outlook Embedded, Web Client & OCS

Drag n DropOn-demandConferencing

One Click Telephony Controls

Dial

Real Time Presence and Click to Dial

Initiate Instant Message


Enhanced Mobility – The Issues

Enhanced Enhanced M bilitM bilitMobilityMobility

• The mobile workforce* is the fastest growing of allThe mobile workforce is the fastest growing of all employee segments. (Includes mobile on-premise and campuses)

• Devices and wireless networks have made major strides in jfunctionality and capability

• Mobile workers are requiring “in-office” level functionality


Enhanced Mobility: Integration to MS Exchange Calendar

• Interaction Mobile Office™ – Speech-enabled unified communications

• Check voice mail, e-mail

• Change status

C ll t t ithi th• Call contacts within the company directory

• Calendar integration with g

Microsoft Exchange• Check appointments

A t d li i t t• Accept, decline appointments

• Check participants

• Record calls


Contact Center ChallengesStrategic Solutions

Challenges Solution TrendsChallenges Solution TrendsMulti-channel interaction options for customer value

How to deal with growing Multi-Media Trends

Call & Screen Recording, Compliance and Cust. Feedback

Inadequate agent quality and compliance programs pp p g

Agent consolidation …. the Virtual Contact Centre

Dispersed sites and agents. Informal Contact Centres

Integrated enterprise-wide CRM deployment

CRM integration limited tocertain users … if at all

the Virtual Contact Centre

wide CRM deploymentcertain users … if at all

Self Service Automation

Increase business & after hours service without staff increases


Automationservice without staff increases

CONTACT CENTER FEATURESCONTACT CENTER FEATURES

• Multi Media Skills Based ACD • Speech Recognition• Multi-Media Skills Based ACD

• Voice, Email, SMS, Web, Fax etc

• Speech Recognition

• Self Service Options

• Work Force ManagementFax etc

• Call Recording

• Screen Recording

• Work Force Management

• Customer Feedback Surveys

• Business Process Automationg

• Supervisors with Alerts

• Outbound Predictive Dialer

Business Process Automation

• Bulk SMS Handling

• eFAQ• CRM Integration


The Challenge of Multimedia

Click-TTo-Call

ChatsSMS Web

Call-

E il Faxes

Chatsback

Emails Faxes

Calls

Contact Center AgentInnovation • Experience • Value www.inin.com


Contact Center Agent

The “Silo” Approach

Business C t $$

M lti l h ll

Web Server

Chat Server

ERP

RulesCustomer Interactions

$$

$$$$

$$C ti t • Multiple challenges

• Complexity• Maintainability

CRM

E mail

Web Chats

E-mail mgmt

Business Rules

$$$$

$$$$$$

$$

Competing customer tracking systems

• Cost

• Puts a pinch on• Call centers

E-mail Server

E-mails

mgmt. SFA

Business Rules

$$$$

$$ $$

$$$$

Separate points of administration

Separate Reports Call centers

• Contact centers• Customers

Phone System

Phone

Reporting

Quality Monitoring

IVR$$

$$ $$$$

ACDReports

Non-standard

Product

Calls Monitoringcomponents

MarketingSales

Product Support

Multi-Media RoutingBasic and Advanced Call Center

CICCustomer

Single software platform• Business application integration

CICInteractions

• Multi-channel contact points

• Adaptable user applications • Formal and informal agents

ERPCRM

SFA

Business Rules

Web Chats

g

• Supervisors

• Business users

• Remote and mobile users

Business Rules

E-mails

Remote and mobile users

• Comprehensive reporting

• Continuous improvementAdjust business rules

Phone Calls

Product Support • Adjust business rules

• Change policies

• Add skilled agents, etc.

Marketing SalesSupport

Quality Monitoring

Reporting

Multi-Media Recording, Scoring & Screen Recordingg

Interaction Recorder®

• Rule-based multimedia recording

• Interaction RecorderQuery Builder

– Single interface – Quickly retrieve– Quickly retrieve

recordings and scored interaction questionnaires

– Standard queryStandard query templates

• Agent Scoring• Full Screen Recording


Call Center Supervisor

Interaction SupervisorInteraction Supervisor• Real-time system monitoring

• Queues• Workgroupsg p• Lines and stations

• System alerts/ notifications• SNMP monitoring• Event logging/ log retrieval• Service level management

• “Whisper” coaching• Agent messagingAgent messaging• Threshold alerting

• Plug-in architecture• Agent statistics, ACD aware• Outbound campaigns via

Interaction Dialer• Multi-site aware with

Interaction Director

Leveraging your Investment- CTI –Screen Pops

Quick ROI• Shave 10-30 seconds of

every call

• Accurate Information

• Improved Service

EIC IP PBX ServerEIC IP PBX Server

• Improved Service

Any application• CRM

• SFA

• AccountingAccounting

• HomegrownMS CRM

Any department• Customer Service

• Enrolments “IMPROVE THE STUDENT


Enrolments

• AccountsIMPROVE THE STUDENT

EXPERIENCE”

Workflow – Interaction Process Automation

• Create not only call flows, e-mail yflows, and text chat flows – but also create work flows

• Brings process automation out ofInteraction Management

Process Automation

Business Value Stack

• Brings process automation out of the realm of expensive programming tools right into the communications system

IP PBX

Unified Communications

Interaction Management

communications system

• Turns CIC into a comprehensive business automation tool

Single Network (Convergence)


Why Consider Interactive Intelligence ?

• Optimize the Staff and Students

Improved Efficiencies and Customer Service

• The enterprise – Business Users• Better Communications tools• Greater Efficiencies

• Mobile and remote users/ workgroups• Mobile and remote users/ workgroups • Enable the students• The contact center

• Formal and informal agents• Formal and informal agents• Remote agents

• Leverage your investments• Solution can add value to existing PBX• Works directly with Cisco and Microsoft OCS• Integrate your front end with back end processes

• Centralized system/ user administration• Get in-house control of your IT infrastructure• No expensive vendor maintenancep• Open standards with no vendor lock-in

In the future …

F t f i tiFuture proof communications• Open standards software approach

– Adaptable architecture and applications suiteAdaptable architecture and applications suite◦ Single software solution vs. multi-box hardware

approach◦ Integration is inherent… no hidden costsg

– Expand functionality as customer or market demands◦ Add and deploy new applications, not hardware

Protect existing investments as well asp y pp ,

– Drive strategic planning

• Choose any SIP Compliant Hardware

as well asfuture ones

• Choose any SIP Compliant Hardware– Open standard so investment is safe


…what the future holds…

www calltime com auwww.calltime.com.au

INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVE

www.inin.comDELIBERATELY INNOVATIVE

Thank you …


“frustrated with your current non-unified communications ...€¦ · • apac multiple award...

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