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© 2006 Cisco Systems, Inc. All rights reserved.Cisco Confidential 1 Network Queuing lowers cost of quality service 30 agents working separately Talk time = 180s Service level = 80% calls in 20s Wrap up time = 60s Collectively CCs handle 300 calls per hour Average queue time = 13s Requires 36 incoming trunks 30 agents working together Talk time = 180s Service level = 80% calls in 20s Wrap up time = 60s The CC can handle 370 calls per hour Average queue time = 10s Requires 30 incoming trunks 3 Contact Centers 3 Queues 3 Contact Centers 1 Queue
© 2006 Cisco Systems, Inc. All rights reserved.Cisco Confidential 2 2 nd Customer Service App – 2,972 Peak Calls 469 Agents Main Customer Service App 9,711 Peak Calls 1,196 Agents Financial Services example: Virtualizing similar applications within or across LOBs would smooth peaks and improve ASA 66 vs. 1 ASA 51 vs. 1 ASA 86 to 34 vs. 1 Source: CBT engagement, 2006
© 2006 Cisco Systems, Inc. All rights reserved.Cisco Confidential 3 Financial Services Example: Virtualizing these two CS Apps generates $4.3M in Annual Savings, and Other Benefits 1.Calls Constant, 28 Sec ASA SLA, Reduce Costs: Reduce avg queue time by 16 sec, reduce peak agents by 29 (1.8%), total agents by 95. Save $4.3M per year on Personnel and LD transport 2.Calls and Agents Constant, Improve Service Level: Go from 57 sec. ASA at App A and 1 sec. ASA at App B to 4 sec. ASA Overall. 3.Service Level and Agents Constant, Increase Call Handling Capacity: Expand capacity by 1.8%, from 12,178 calls handled to 12,400. Source: CBT engagement, 2006
© 2006 Cisco Systems, Inc. All rights reserved.Cisco Confidential 4 Virtualization benefit example PDP Non-Billing Example BellinghamDominican RepublicDuffield - Wellcare Stuart Total Calls Answered & ASA (Jan – Apr 2:30PM) Current StateAfter Virtualization AHT ASA Agents in all 4 sites treated as a single virtual pool –Automatic load balancing across sites Increase service levels keeping agents constant –Reduce ASA to 1 sec Improve agent utilization Reduce total number of trunks required –Potential for 20% - 25% reduction* in number of trunks Reduce long distance costs BellinghamDuffield - Wellcare Stuart 7 7 Dominican Republic 11 Calls * Based on Erlang-C calculator, does not incorporate current WellCare infrastructure
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