strategic planning why ip in the contact center. agenda what is ip what is an ip contact center what...
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Strategic Strategic PlanningPlanningWhy IP in the Why IP in the Contact CenterContact Center
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Agenda
What is IP What is an IP Contact Center What made it possible Differences: Non-IP and IP CC Main Benefits of an IP CC Important Considerations Justifying the Investment Reducing the Investment
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What is IP (or TCP/IP) Stands for Internet Protocol Used for communicating data across a packet-switched
internetwork using the Internet Protocol Suite (TCP/IP) Resulted from work done by DARPA in the early 1970s March 1982, US Department of Defense adopted it as
the standard for all military computer networking Build to: Be the host to be responsible on reliability &
be able to join almost any network together Uses encapsulation abstracting protocols and services This encapsulation embeds any application protocol
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What is an IP Contact Center
All systems / IT solutions involved in the Contact Center use TCP/IP as the protocol to intercommunicate, becoming the unique “carrier” for any type of transaction or media (data, voice or even video):
TCP/IP is adapted end to end
Multi-Site intercommunication only through Data Links
PSTN interconnection done via TDM or IP
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What made it possible: The flexibility & reliability of TCPI/IP protocol not
enough… In conjunction with other factors and technology
was crucial: Telecom Data Networks evolution More powerful equipment Codecs: less bandwidth utilization VoIP application layer protocols standardization
Today everybody agrees VoIP is a mature technology
But… relays on a network, which must fulfill the requirements!!!
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Analyzing a Non-IP Contact CenterCLIENTS
DA
TA
VO
ICE
ROUTER & FIREWALLS
APP. SERVERS CTI
PBX IVR
SWITCHING & DATA CABLING VOICE CABLING
PCs ANALOG / DIGITAL PHONES
RECORD
AGENTS
PHYSICALLY DEPENDANT
SYSTEMS SEGREGATION REQUIRED
• Higher Complexity
• Higher Cost
• Less Dynamic
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Non-IP Multi-Site Contact Center
011001010010101000
PSTN
Internet
011001010010101000
PSTN
Internet
VO
ICE L
INK
S
DA
TA
LIN
KS
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IP Contact Center
CLIENTS
DA
TA
VO
ICE
ROUTER & FIREWALLS
APP. SERVERS CTI
PBX IVR
SWITCHING & DATA CABLING
PCs AND IP SOFTPHONE OR IP HARDPHONE (1 CABLE)
RECORD
AGENTS
PHYSICALLY INDEPENDANT
SYSTEMS CONSOLIDATION FEASABLE
• Lower Complexity
• Lower Cost
• Very Dynamic
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IP Multi-Site Contact Center
PSTN
Internet
PSTN
Internet
011001010010101000
011001010010101000
IPWAN
PRIMARY BACKUP
Optional
Optional
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Main Benefits Reduced Costs
Management fees (single ACD) Carrier costs Systems and applications costs (fewer needed) Less Power needed (more Green) Less Bandwidth required
Extends contact center technology cost effectively to multiple locations Branch offices Satellite offices Retail locations Remote or at-home agents
Optimizes Agent usage/productivity Routes each transaction to the most appropriate agent independent of
their physical location Facilitates the standardization of service quality
Provides a single unified view of contact center operations
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Important Considerations Important up-front investment needed
Migration might be complex
Needed an stable network (LAN / WAN)
Requires skilled Data Network personnel
• MIGRATION MIGHT NOT BE COST EFFECTIVE FOR ORGANIZATIONS WITH A SINGLE SITE WHICH IS VERY STATIC
• MIGRATION IT IS COST EFFECTIVE IN A MULTI-SITE AND DYNAMIC ENVIRONMENT, AND MOST WHEN THE ORGANIZATION HAS MORE SITES AND REQUIRES HIGHER DYNAMISM
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Justifying the Investment (measurable)
Cost Reduction: Links migration (reducing links = lower monthly cost) Power consumption (less systems = lower monthly cost) Less equipment (less maintenance = lower monthly /
yearly cost) Less space / facilities for IT equipment (lower monthly
cost) Less UPS and Cooling Equipment needed Only needed one Ethernet cable for the PC and the Phone
Productivity Increase: Better Agent Utilization (reduces operation expenses)
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Justifying the Investment (difficult to quantify)
More Dynamic and flexible: Operation Implementation Support Bandwidth reservation aligned to needs
Simplified IT support and administration Unified reporting and monitoring Important drivers:
TDM based PBX assets might be already depreciated or requires forced upgrade to keep them on a supported version
Some services only viable in time and cost if VoIP is used
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Reducing the Up-Front Investment
Open Source as an alternative
Cheaper Phone terminals
Non PoE Ethernet Switches can stay
Outsource more than just the Data Links
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