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Telia Promotor AB Slide no. 1 www.promotor.telia.se Hans Nahringbauer Telia Promotor.

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Presentation on theme: "Telia Promotor AB Slide no. 1 www.promotor.telia.se Hans Nahringbauer Telia Promotor."— Presentation transcript:

1 Telia Promotor AB Slide no. 1 Hans Nahringbauer Telia Promotor

2 Telia Promotor AB Slide no. 2 Overview  Telia Promotor AB  Contact Center  Telia CallGuide  Experiences from development

3 Telia Promotor AB Slide no. 3 Telia Promotor E-business Information security solutions Graphic Web design Intranet Contact centers - market leaders in Sweden

4 Telia Promotor AB Slide no. 4 Contact Center Phone callFax Internet Chat CallGuide

5 Telia Promotor AB Slide no. 5 Telia CallGuide - an overview Calling customer CallGuide Server Meridian MD 110 Centrex AXE IVR Agent Coach TCP/IP Data Voice TAPI

6 Telia Promotor AB Slide no. 6 CallGuide TeleList (screen-pop)

7 Telia Promotor AB Slide no. 7 Erlang versus C/C++  Higher development costs with C/C++  Higher costs for maintenance C/C++  No garbage collection in C/C++  Higher performance with C/C++  Experience from prototyping  Used in graduation programs at universities

8 Telia Promotor AB Slide no. 8 Why did we chose Erlang?  Lower costs for development  Lower costs for maintenance  Robustness  Made for TeleCom systems  Good experiences from prototyping  Erlang competence in the building

9 Telia Promotor AB Slide no. 9 MS SQL Server and Erlang  integration via IG, C++ and ODBC  integration using Erlang ODBC  Crystal Reports, Excel and other tools...  Delphi is well integrated with MS SQL Server

10 Telia Promotor AB Slide no. 10 CallGuide Pulse

11 Telia Promotor AB Slide no. 11 Delphi and Erlang  Delphi and Erlang is complementary.  Insufficient support in CORBA for establishing communication between objects on different ORBs.  Socket protocols were the easiest way  Why not a bridge from Erlang to COM ?

12 Telia Promotor AB Slide no. 12 CallGuide Admin

13 Telia Promotor AB Slide no. 13 Experiences of Erlang OTP  A powerful tool, never an obstacle  High performance  Powerful language  Easy to debug  Short development time  Easy to maintain  Robust  Standardised - easy to read code  Powerful OTP modules

14 Telia Promotor AB Slide no. 14 Erlang OTP technology we use gen_fsmgen_server gen_event supervisor ig ODBC SNMP gen_tcp

15 Telia Promotor AB Slide no. 15 Example of installed systems  Destination Gotland MD110, 4 locations, 80 agents, Jan ’98  Sergel Kredittjänster Meridian, 40 agents, Feb ’98  Telia Handel 3 Meridian and 1 MD110, 4 locations, 120 agents, Mar ’98  Småföretagarnas A-kassa MD110, 24 agents, May ‘99  Länsförsäkringar Wasa - Bank AXE and Meridian, 20 agents but soon 200 agents, 1 location but soon 25 locations, July ‘99 Stockholm Nynäshamn Oskarshamn Visby Sundsvall StockholmGöteborg Malmö

16 Telia Promotor AB Slide no. 16 In progress  5 new installations  500 new users  4 different PBX models and AXE  Lots of new functionality, IP-telephony etc

17 Telia Promotor AB Slide no. 17 Summary  Easy maintenance  Erlang on Windows NT is robust  Fast development and high quality Erlang is cost effective

18 Telia Promotor AB Slide no. 18 History  Design and development 1997  Three operational system 1998  New release 1999

19 Telia Promotor AB Slide no. 19 ContactCenter  Outbound dialing - Preview dialing  CallBack by Webb or IVR  Campaigns  and fax  Incoming calls

20 Telia Promotor AB Slide no. 20 Functionality  Skilled based routing  Pre-identification (customerID)  Queue handler with a flexible messaging  Software phone (CallGuide TeleList)  Screen-pop and Screen-Transfer  Statistics  Real time supervision  Administration  Automatic services through the IVR  Outbound calling  CallBack and Internet CallMe  Voice recognition  Contact Center ( and Fax)  IP-Telephony

21 Telia Promotor AB Slide no. 21 CallGuide Stat - Statistic Reports

22 Telia Promotor AB Slide no. 22 Vad är ett CallCenter?  CallCenter är ett samlingsnamn för ett företags centraliserade telefonsystem.  Det är en avancerad systemlösning som skapar förutsättningar för en effektivare kundtjänst genom att koppla ihop växlar, telefoni, datorer och databaser.

23 Telia Promotor AB Slide no. 23 CallGuide TeleList (software phone)  Log on or off the system  Answering and dialing  Pause  Inquiries  Transfer  Screen pop  Actual customer queue time

24 Telia Promotor AB Slide no. 24 IVR - configuration

25 Telia Promotor AB Slide no. 25 Contact Center State-of-the-art customer service can cut costs by about 40% or more:  Telephony, fax, , Internet, voice mail, and such  Connections to extranets  Several well-known platforms  Market leader in Sweden

26 Telia Promotor AB Slide no. 26 Skilled based routing and Queue handling  Skilled based routing  Agents belongs to different skills  Routing based on customerID, customer dialed number etc.  Escalation at busy: 1. To an agent at the same location. 2. To another location 3. To a third location  Queue handler  Flexible messaging  Continuous messages while standing in line

27 Telia Promotor AB Slide no. 27 Why Telia CallGuide?  Works with PBX as well as AXE  Future technology  Skilled based routing and Queue handling moved from PBX to a NT Server  Standard applications: NT, SQL Server, Seagate Crystal Reports etc.  TAPI which does not require a PBX link  One system for all media's - Real Contact Center  Suited for distributed systems


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