Voice Modernization for Contact Centers

Voice – Your Main Channel

Based on:“Dimension Data 2016 global contact centrebenchmarking report”

voice is still the channel of choicehandling around 68% of customer contact with social media holding a surprisingly meagre 2.7%

SIP Migration is NOT SIMPLE

SIP Migration is complex task and requires integration of

many components and technologies in various locations

One Voice – A Complete SIP Solution

One-Stop-Shop for all the components, support and services

End-to-end synergistic solution

Advanced and unique voice services

End-to-end turnkey solution, tested and verified, consists of all the hardware, software and services suite, all working seamlessly together

One Voice for Genesys – A Complete SIP Solution for Genesys SIPContact Centers

Typical Solution Deployment

Media GW

MediaServer

SIPServer

GVP

Fro

nt-

End

Vo

ice

LAN

SEM

Back-End LAN

CX PlatformComponents

Firewall

IP Phones

EMS

Centralized VoiceManagement &

Monitoring

SBC/GW

Bra

nch

LA

N

IP Phones

Analog Phones

BranchComponents

Service ProviderPSTN

Service ProviderSIP

PrivateWAN

Internet

Data Center Branches

Remote Agents

Web Customers

IP Phone

SW SBC

IP-PBX

DMZ DMZ

One-Source for all Components, Support & Services

Value to the End-Customer

Plan & Design the Best SIP Migration Process

80% of implementations delays are caused by network problems

Migration to a SIP contact

center is a complex task with

high risk that requires significant

time and resources

Set of testing and analyzing tools together with a dedicated expertise team

Investigate the current network design and readiness for SIP migration

Plan and design smooth, quick and reliable migration with minimum risk

Ensure the project successfulness, reduce time to market, and increase the customer satisfaction

Genesys Network Readiness Assessment (GNRA)

Genesys IP Phone Line

Agent Login / Logout from phone With Not Ready Reason Code Support

Synchronization of state with SIP Server

Third party call control (3pcc) for answer and hold Remote Answer support (“talk” and “hold” events)

SIP Business Continuity & HA Support Dual SIP Registration

Handset Monitor Supervisor can listen in to call via Handset

On Phone Greeting Multiple Agents using Phone can each record their own greeting to be

played to callers at beginning of each call

Genesys Agent Statistics on Phone LCD (*roadmap)

via Web Services Interface to Genesys Stat Server

IP Phone Manager

Full lifecycle IP Phones operation (Install, Manage, Fix)

Zero Touch predefined rollout

Integrated with SEM for QoEreporting

Create configuration templates

Location based management

Upgrade and configuration update management

Intelligent dash-board

EndPoint Selection

• When to select IP Phone device?• Require immunity from PC restarts and CPU Starvation• Require 5x9s availability and immunity to power

outage • Require minimal risk

• Key differentiator for Genesys IP Phone devices – IP Phone Manager

• Status - Day 2 Visibility provides population status at a Glance

• Management - Logical Groups (Regions) with customized set of visible parameters makes moves and changes easy

• Solution Integration – With SBCs and Voice Quality Management, single vendor support, pre-integration

MSFT requires IP phone device for voice quality SLA

Quick and Easy installation with a Configuration Wizard Get your SBC up and running in less than 5 minutes!

Desktop tool used for fast creation of SBC configuration based on user selection of PBX model and SIP trunk service

The wizard leverages AudioCodes interop data base

Interconnectivity between 80 service provider SIP trunk services and over 30 IP-PBX models

Updates automatically with new PBX models and SIP trunks from the cloud

Centralized Management and Monitoring Applications Full coverage of the entire set of actions required to manage the voice network

Real-time monitoring of the entire VoIP network’s quality

Synergetic process from detection-to-correction based on integrated framework

Software based component that can run on industry standard physical servers or in a virtual machine

SEM – Session Experience Manager

VoIP Network QoE monitoring and troubleshooting application

EMS – Element Management System

Centralized management of AudioCodes products portfolio

Modernizing Voice

Modernize Your UC Infrastructure with SfB

Hybrid

Online

On premises

• Users homed online and PSTN service provided by Microsoft (using AudioCodes CCE or locally (with AudioCodes CloudBond)

Network Cost Reduction with VoIPerfect™ Technology

Contact centers expend huge amounts of money in order to maintain MPLS networks between the data centers and the branches

The average MPLS cost per voice channel is $30/month

Reduce voice bandwidth and cost over MPLS network and enhance voice quality

Leverage the low cost unmanaged Internet and maintain high voice quality

more than

50%cost

reduction

VoIPerfect™ Cost Reduction Example

Data Center

Branch – Site A

MPLS

$360,000 annual cost

Branch – Site B

Data Center

Branch – Site A

MPLS

Branch – Site BInternet

$156,000 annual cost

More than 56% Annual Cost Saving

site A located in a region with low quality internet access

All sites using MPLS

site B located in a region with good quality internet access

Move site A to VoIPerfect over MPLS and reduce

bandwidth and cost

Reduce Cost with VoIPerfect

Move site B to VoIPerfect over open internet

Modernize Your Voice Network with WebRTC• WebRTC transforms web browsers into powerful multi media communication tools• Brings new exciting capabilities to contact centers and Enterprises

• Click to call (also on SaaS apps)• WEB-only agent• Desktop sharing

• Genesys SBC provides:• WebRTC to SIP• Security• Opus (WebRTC HD codec)

transcoding

more than

1,000,000Contact Center Portsdeployed

#2 market share

in VoIP Gateways

over

10 millionVoIP GW PortsInstalled in the last 5 years

23 Yearsof operationsNasdaq May 1999

700Employees

Worldwide

Top 3 leading market

share in

Enterprise SBC

66 of top 100 Service Providers &

50 of Fortune 100 Enterprises

use AudioCodes technology

operating in

100+countries

Leading Provider of

Converged Business Voice Solutions

About AudioCodes

AudioCodes and Genesys

More than 7 years of successful and close relationship with 100s of joint customers

“There is a network readiness assessment that AudioCodes has

partnered with Genesys, and we were able to leverage that

opportunity to help assess our network and build it correctly in

Amsterdam. By doing so, we found some issues within our

environment that we were not aware of, as it was a new

deployment, so we were able to avoid any production impact by

finding those before we actually routed live production calls.”

Elizabeth GottoSenior VP, Ticketmaster

NVE – Who we are

NV Energy has served citizens in Nevada for 150 years,providing electricity and natural gas services.

With a staff of 2500 employees, NVE provides services to more than 1.3 million customers, and nearly 40 million tourists annually in a service area of nearly 46,000 square miles.

Initial Network StateTwo separate Contact Center Systems

– Second from acquisition

– Two separate agent pools

– No load sharing

PSTN Trunk Facilities (PRIs)

– Incoming PRIs sized to meet Busy Hour/Busy Day requirements

– Additional PRIs to Portland BPO

Expensive Capacity

Little Flexibility

Cost Savings

Greater Efficiency

– 1 Agent Pool vs 2 allows higher occupancy

Monthly Savings

in Trunking of 39%

Lower SIP Circuit Costs

– Negotiation via competitive RFP yielded up to 60% savings relative to historical PRI costs.

SIP Trunk “Bursting” Capability

– No longer need to provision for Peak Load

– Base Capacity Commitment of < 50% of Peak

– Usage Based Pricing for Excess

Network Flexibility

Two Pools To One

– Single ACD with all Services

– Las Vegas Primary Site• Service Provider delivers to Las Vegas,

with overflow capacity going to Reno

• All Traffic to Reno if Las Vegas fails, either via SBC-SBC or from Service Provider if entire Site is down

– Reno = Overflow & Disaster Recovery

No longer constrained by Point-to-Point Facilities

SBC Selection

Issued RFP for SBC– AudioCodes SBC had lower cost, but still all required functionality– Single vendor support with Phones and Voice Quality Management was also attractive – Integration confidence from Genesys OEMing Solution and using in Production Test

AudioCodes Mediant 4000 Discovered with use how easy configuration is– Make periodic routing changes for Disaster

Recovery and other testing– Intuitive Interface makes changes easy to

make and understand

Ease of Use Relative to Competitors

is a Common Observation

Network Assessment• Network Team Confident of

Network Configuration– Adequate bandwidth provided

It’s not really Ready until it’s Proven Ready

• Genesys Network Voice Readiness Assessment– Production level traffic on Production Network– VQ data pulled from SBCs & Phones under test– Despite assurances, QoS issues were discovered– A second test was done to validate resolution

• VoIP Introduction Very Visible– Network Performance Critical, but never tested

– Bandwidth alone not enough – eg QoS/Router Settings etc.

– “Should be good to go” not good enough!

The One Voice Solution – It’s Better Together

Integration from Operations perspective key factor in NV Energy selection

– Genesys Integration– Single Vendor Support– Integrated Management Suite– Single Technology

Differentiating design synergies are even more important– Work at Home Agents are a great example– Solution level Functionality requires coordinated contributions

from multiple network elements (SBC, IPP, EMS, SEM)

SYNERGY DRIVES SUCCESS