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January 23-26, 2007 Ft. Lauderdale, Florida What You Need to Know BEFORE Making the Move to VoIP Sanjeev Sawai Vice President, Research and Development.

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Presentation on theme: "January 23-26, 2007 Ft. Lauderdale, Florida What You Need to Know BEFORE Making the Move to VoIP Sanjeev Sawai Vice President, Research and Development."— Presentation transcript:

1 January 23-26, 2007 Ft. Lauderdale, Florida What You Need to Know BEFORE Making the Move to VoIP Sanjeev Sawai Vice President, Research and Development Envox Worldwide

2 Every day, millions of people experience Envox Voice Solutions When Completing Transactions When Communicating at Work When Providing Information By Phone When Calling Customer Service When Calling for Directory Assistance When Scheduling Appointments IP Mobility & Contact Center Solutions Platform & Development Software Professional Services

3 January 23-26, 2007 Ft. Lauderdale, Florida The Impact of VoIP On the call center –Easily enable virtual call center and home-based agent solutions –Seamless routing between call centers maximizes agent utilization and lowers overall staffing requirements –New capabilities resulting from integration of enterprise applications –Softphone/PC configurations reduce move, add and change work On IVR & self-service solutions –Server consolidation –Centralized applications reduce administration and upgrade issues –In many cases, out-of-date proprietary solutions can be replaced for the maintenance costs

4 January 23-26, 2007 Ft. Lauderdale, Florida The Impact of VoIP For the enterprise –Reduced call charges: intra-company long distance, tariffs in some regulated markets, fewer leased lines –Reduced equipment charges: one network, consolidated servers –Agility: application control, rapid application changes, improved integration/use of corporate data For IT –More uniform application development –Simplified administration and upgrading of voice applications

5 January 23-26, 2007 Ft. Lauderdale, Florida Key Standards and Technologies

6 January 23-26, 2007 Ft. Lauderdale, Florida Key VoIP Standards H.323 –Standard that bridges IP and PSTN networks to enable interoperability –Gives priority to voice traffic over a LAN to ensure QoS through bandwidth management –Not well suited for large user groups or multimedia applications SIP (Session Initiation Protocol) –Lighter weight - based on HTTP and SMTP –Easier to implement than H.323 –Faster call set-up –More familiar to IT and Web developers

7 January 23-26, 2007 Ft. Lauderdale, Florida Architecture: Migrating from TDM to VoIP

8 TDM Call Center January 23-26, 2007 Ft. Lauderdale, Florida Envox IVR PSTN ISDN (E1) PBX CTI Link/CSTA Link Envox CT Connect Agent Stations w/TDM Phones Customer Database CTI Application ISDN/analog

9 January 23-26, 2007 Ft. Lauderdale, Florida Hybrid IP Call Center: IP Phones January 23-26, 2007 Ft. Lauderdale, Florida PSTN ISDN (E1) PBX CTI Link/CSTA Link Agent Stations w/IP Phones Customer Database Cost Savings Internal Toll Charges Moves/Adds/Changes VoIP Gateway LAN/WAN TCP/IP VoIP Gateway Envox IVR Envox CT Connect CTI Application

10 January 23-26, 2007 Ft. Lauderdale, Florida Hybrid IP Call Center: Softphones, IP IVR January 23-26, 2007 Ft. Lauderdale, Florida PSTN ISDN (E1) PBX CTI Link/CSTA Link Agent Stations w/Soft Phones Customer Database CTI Application Cost Savings Internal Toll Charges Moves/Adds/Changes Phones VoIP Gateway LAN/WAN VoIP Gateway Envox IP IVR Envox CT Connect

11 January 23-26, 2007 Ft. Lauderdale, Florida Pure IP Call Center: Softphones, IP IVR, SoftPBX January 23-26, 2007 Ft. Lauderdale, Florida PSTN ISDN (E1) CTI Link/CSTA Link Envox CT Connect Agent Stations w/Soft Phones Customer Database CTI Application Cost Savings Internal Toll Charges Moves/Adds/Changes Phones PBX Maintenance IP PBX, VoIP Gateway LAN/WAN TCP/IP Envox IP IVR

12 January 23-26, 2007 Ft. Lauderdale, Florida Pure IP Call Center: Soft Phones, IP IVR, Soft PBX January 23-26, 2007 Ft. Lauderdale, Florida PSTN ISDN (E1) CTI Link/CSTA Link Envox CT Connect Agent Stations w/Soft Phones Customer Database IP PBX, IP IVR, VoIP Gateway LAN/WAN TCP/IP Cost Savings Internal Toll Charges Moves/Adds/Changes Phones PBX Maintenance Server Costs/Maint. CTI Application

13 January 23-26, 2007 Ft. Lauderdale, Florida Customer Care in the Distributed Enterprise January 23-26, 2007 Ft. Lauderdale, Florida PSTN VoIP Gateway Envox IVR w/ Routing App. Envox ACD Envox Call Info. Mgr. Envox CT Connect Central Office Remote Office At Home Agents VoIP Gateway Agent with Std. Phone VoIP Gateway IP Agent with Soft Phone Agent with IP Phone Agent with IP Phone PBX Cost Savings Int./Ext. Toll Charges Moves/Adds/Changes Agent Costs Phones PBX Maintenance Server Costs/Maint.

14 January 23-26, 2007 Ft. Lauderdale, Florida Approaching a VoIP Project

15 January 23-26, 2007 Ft. Lauderdale, Florida Common Problems to Avoid What do you mean I cant do that? –VoIP is a new and changing technology –Misinformation/lack of knowledge in vendors IT vs. telephony Evolving standards –Vendors support different standards or parts of standards Voice quality/recognition quality vs. bandwidth Centralized operations = increased impact of system failures Duplicate functionality, but dont plan for future Security issues – need a plan that fits IT policies

16 January 23-26, 2007 Ft. Lauderdale, Florida Recipe for Success: Preparation The team: involve IT, telephony, business reps. –IT: bandwidth, firewalls, security, devices –Telephony: hardware/software, phones Gather feedback on current telephony system –What features need to be carried forward? –What are drawbacks and what is lacking? Identify business and technical needs of system in the future –Infrastructure that will remain (IVR, phones, etc.) –Changes needed to IP network to support voice –Quantity and quality of business applications

17 January 23-26, 2007 Ft. Lauderdale, Florida Recipe for Success: RFP & First Steps Input from multiple vendors (RFP) –Architecture plan (routing, firewalls, telephony, data flow) –Redundancy plan –Security plan –Can you provide all features? How? –Quality of service guarantees –Implementation plan References – been there before? Prove it in a pilot –Effects on infrastructure, IP network? –Do I still have all the functionality I need? –Special monitoring for transmission over the public internet

18 January 23-26, 2007 Ft. Lauderdale, Florida Special Considerations for ASR/TTS Compression of voice signal in VoIP network –Selection affects quality of audio/recognition and bandwidth –Conventional wisdom – stick with telco-quality (uncompressed, G.711) audio –Latest engines support other codecs (Nuance supports G.711, G.723 and G.729) Platform must support required codec Affects both TTS and ASR Advice - check with your speech vendor for compression/bandwidth requirements

19 January 23-26, 2007 Ft. Lauderdale, Florida Case Studies

20 January 23-26, 2007 Ft. Lauderdale, Florida Retail Chain Reduces Infrastructure Costs with VoIP January 23-26, 2007 Ft. Lauderdale, Florida Why VoIP? Consolidated network Fewer internal resources required to manage and upgrade solutions Fewer deployed systems Less hardware Easier to roll out upgrades Reduce the number of vendors Eliminate phone charges 1,000+ stores Separate PSTN, IT networks Satellite transmission for data consolidation Corporate goals Cost savings Upgrade obsolete technologies Customer Description

21 January 23-26, 2007 Ft. Lauderdale, Florida Collections Agency Uses VoIP to Reduce Call Wait Time January 23-26, 2007 Ft. Lauderdale, Florida Why VoIP? Centralized system reduce administration and development SoftPBX, IVR, Predictive Dialer, Agent Screen Pop, etc. Enabled virtual call center Reduced wait time - call transferred to next agent regardless of location Centralized switching maximizes coverage AND streamlines staffing requirements 6,000+ calls per day Inbound/Outbound Multiple call centers, each with IP PBX Must respond IMMEDIATELY to inquiries or lose revenue Customer Description

22 January 23-26, 2007 Ft. Lauderdale, Florida Software Company Improves Operations at Nursing Homes and Hospitals January 23-26, 2007 Ft. Lauderdale, Florida Why VoIP? Lowered overall cost of integrating information sources Rapid introduction of service enhancements Next-gen technology provides important marketing advantage Simplified integration with database and web-based systems AccuNurse Speech-enabled access to patient care plans Point of care reporting via wireless headset Silent paging Speech-to-text database input Customer Description

23 January 23-26, 2007 Ft. Lauderdale, Florida Resources Download Envox development software at started/index.asp started/index.asp


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