Contact Center Transformation Definition IP Enabled Contact Center Enhanced Customer Experience TDM Contact Center Contact Center Transformation In-houseIn-house Fully Outsourced The key technology change is IP Enablement The key operational change is the move to outsourcing Driving operational and technology changes to impact the bottom line by enhancing the customer experience The contact center market exceeds $30B and will grow by 70% through 2010. – IDC
U.S. Agent Positions: TDM vs. IP, and CPE vs. Hosted Agent positions supported by TDM will decrease at a CAGR of (7.2%) Agent positions supported by IP will increase at a CAGR of 36.1% IP will support 32.2% of U.S. agent positions by 2009 Agent positions supported by CPE will decrease at a CAGR of (3.0%) Agent positions supported by Hosted will increase at a CAGR of 53.0% Hosted solutions will support 10.7% of U.S. agent positions by 2009 Source: Datamonitor, Contact Centers in USA (Databook), 2006
IP Enablement Integrating disparate work forces Integrating disparate work forces Reduced network cost Reduced network cost Simplified application integration Simplified application integration Smooth migration from TDM Smooth migration from TDM Contact Center Transformation Benefits Hosting and Outsourcing Integrated solution provides economies of scale Integrated solution provides economies of scale New technologies drive first- call resolution with lower cost New technologies drive first- call resolution with lower cost Predictable cost structure Predictable cost structure Reduced CapEx Reduced CapEx Customers Contact Centers IVR Regional Operations Local Offices Contact Center Transformation Tele-workers
Traditional Contact Center environments depend on TDM communications networks and IT-Applications which were developed separately and are supported by proprietary APIs that limit functionality and innovation Technology and standardization are enabling use of new open standards at all levels to reduce platform and vendor independence and facilitate decisions and support of business requirements IP has emerged as the leading technology to support both, communications and IT-applications IT and communications are integrating as multimedia IT and communications are integrating as multimedia Since IT and communications are extensible to virtual space they are including automation, multi-language support, global presence, 7x24 coverage, remote agent, etc. Since IT and communications are extensible to virtual space they are including automation, multi-language support, global presence, 7x24 coverage, remote agent, etc. Contact Center Transformation IP Enablement Benefits
Operationally and cost effective foundation to support business strategy “This technology can enable a different business process.. If your job is to take care of customers, this is a technology for you” “This technology can enable a different business process.. If your job is to take care of customers, this is a technology for you” “There are operational and cost reductions in IP Telephony, but don't go at this through the lens of saving money. Instead, lay the foundation to drive business strategy” “There are operational and cost reductions in IP Telephony, but don't go at this through the lens of saving money. Instead, lay the foundation to drive business strategy” “The real value of IP is not cost reduction, but how it changes the business” “The real value of IP is not cost reduction, but how it changes the business” “Business productivity is what you have to focus on. You get more bang for your buck by focusing on productivity than cost reduction” “Business productivity is what you have to focus on. You get more bang for your buck by focusing on productivity than cost reduction” Contact Center Transformation IP Customer Benefits
Market-leading service portfolio Intelligent services Multiple service delivery options Comprehensive service management Solutions consulting and professional services Contact Center Transformation Verizon’s Leadership Helping clients improve Contact Center Operations
Verizon’s Internetworking Services Why settle for a Voice Gateway service for PSTN to IP connectivity, when you can get seamless SS7 and IP internetworking and a complete inbound solution for your Contact Centers with Verizon’s IPTF and IPIVR.. Seamless internetworking: a single-call service with end-to-end (PSTN-to-IP) accountability and carrier-grade scalability. Seamless internetworking: a single-call service with end-to-end (PSTN-to-IP) accountability and carrier-grade scalability. Complete solution: the capability to handle TDM and IP connectivity and transfers homogeneously with intelligent Toll Free routing – including IVR treatment, standards-compliant SIP signaling and robust IP security features. Complete solution: the capability to handle TDM and IP connectivity and transfers homogeneously with intelligent Toll Free routing – including IVR treatment, standards-compliant SIP signaling and robust IP security features. –Operational improvement s that eliminate or reduce process change regardless of technology platforms –Contact Center Transformation at the customer’s own pace Verizon service: the customer support that’s proven to keep your service going and saves staffing costs Verizon service: the customer support that’s proven to keep your service going and saves staffing costs
Call Flow Class 3 Gateway SIP Service Controller TFNM Class 5 3. 8xx call is sent from the Class 5 switch with calling party number. 5. Verizon SCP returns a termination switch/trunk along with the assigned token value to the Class 3 switch. 7. The network gateway formulates a SIP message with the calling ANI and Called (assigned token) party numbers. 8. The network routes the SIP message to Verizon service controller 11. The service controller will formulate a new SIP message with the intended customer URI and sends it back to the IP network. 13. The IP network will route the call to the intended customer termination. SIP Phone PSTN IP Network 2. User places a PSTN 8xx call. 6. Class 3 switch routes the call with the information returned from the SCP to a network gateway into the IP network. 9.The logic within the service controller will resolve the assigned token back to the info temporarily stored. 12. The network will query a DNS server to resolve the intended customer URI termination. Verizon SCP/INCP DNS Server 1. Customer defines route plan within Toll Free Network Manager with an IP termination. 10. Information temporarily stored in the PSTN will be returned to the SIP Service Controller. Info includes Originating Switch/Trunk, Intended URI for termination and Originating Line Information. 4. Class 3 switch will query the Verizon SCP for routing instructions on the Verizon- owned 8xx number. Customer has termination assigned with an IP termination. Info about customer and SS7 signaling is stored in temporary database and a token value for info is assigned.
Verizon’s SS7-IP Internetworking Service One-call (ANI-to-URI) service instead of a Voice Gateway environment that effectively answers PSTN calls and re-originates them as IP Single point of contact for PSTN origination to IP termination call service and troubleshooting End-to-end QoS instead of a Toll Free SCA and an IP QoS that add expense and delays in large enterprise networks SS7 to IP Signaling, and UUI enhancements, that improve connectivity and compatibility of data delivered with each call and through multiple transfers Continued support of existing Call Routing Plans, including most advanced Toll Free Features, to facilitate smooth migration for inbound contact centers SIP Refer Transfers (unattended) that are more cost effective than network- based transfers and use Out-of-Band signaling instead of in-band DTMF Native IP networking to extend IP CPE and application benefits Seamless call treatment and transfers for both IP and TDM terminations Carrier-Grade network call treatment and routing capacity
IP Toll Free (IP TF) Product Description IP Toll Free extends the capabilities of Verizon Business Toll Free service by converting traditional PSTN-originated Toll Free calls to RTP streams and using SIP signaling to terminate calls to SIP enabled devices connected IDA and PIP Terminations. Carrier-grade internetworking service between PSTN and IP applications. Single-call and end-to-end SLA/QoS for Toll Free calls to SIP end-points. IPTF Supports the same Advanced features of VZB Toll Free Service, such as percentage allocation, TOD, PCT, DOW, etc. and make it possible for customers to migrate without having to recreate their call routing plans. ICR - Gateway real-time customer-drive call routing using Cisco ICM and Genesys The Verizon Business IP TF solution delivers a carrier-grade alternative to Customer-owned VoIP Gateway implementations used today. Network-level Gateway flexibility, better scalability and minimal usage-based cost.
IP Toll Free (IP TF) Features & Benefits Feature Benefit to the Customer Feature parity with Verizon Business Toll Free network Offers ability to route calls via existing route plans and advanced features: TOD, DOW, Geographic, ANI, etc. Toll Free Network Manager (TFNM) compatibility Provides near real-time control over hybrid (TDM and IP) routing scenarios Voice over IP conversion in the network Eliminates the burden of owning and managing costly gateway equipment Call transfers via SIP Refer Enables agents to transfer calls via IP – more cost effective manner Enhanced SIP Transfers capabilities, similar to Take Back and Transfer (planned) Provides attended, conference and monitoring transfers using SIP Refer to deliver IP TF transfer functionality similar to ECR TNT (scheduled for 2007 IPCC release) Automatic Device Registration Supports automatic resolution of SIP devices such as phones and ACD/PBX’s (trusted entities), allowing for easy MACDs Compression (G.729) Increases data bandwidth efficiency (allows 41 concurrent calls vs. 24 utilizing TDM on the same T-1) Voice bandwidth protection Allows administrators to manage Quality of Service (QoS) and committed access rate (CAR)
IP Interactive Voice Response (IP IVR) Product Description IP IVR provides customizable treatment, routing and transfers for IP Toll Free (IP TF) calls that allow seamless internetworking between IP or TDM Customer’s Contact Centers and the Verizon Business SS7 (PSTN) and IP Networks. The key benefits are: Network-level IP IVR functionality IPIVR provides call-handling savings by pre-processing calls in the network –before they tie up CPE and agent resources. Native IP IVR functionality extends the application capabilities of a customer’s IP CPE – particularly for multiple contact centers. Hybrid Call Processing Seamless call treatment, routing and agent transfers; across hybrid, TDM and IP enabled, contact center locations. Unifying access to all agent and information resources that allows customers to migrate to IP at their own pace while continuing to deliver the highest service levels. IP IVR is tightly integrated with PSTN and IP TF and provides single-call treatment and end- to-end QOS (Quality of Service) whether calls terminate to TDM or SIP enabled locations.
IP Interactive Voice Response (IP IVR) Features & Benefits Feature Benefit to the Customer Carrier-grade IP infrastructure for call treatment and routing Provides ubiquitous, network-level, IP IVR functionality without multiple protocol conversions Robust IVR call treatment and routing capabilities Compatible with TDM IVR features such as menu routing, message announcement and Busy/Ring-No Answer Hybrid terminations (TDM and IP) and transfers Ability to terminate to and transfer from a combination of TDM and IP devices/locations, which provides ubiquity of service and allows customer to migrate to IP at their own pace Basic and Enhanced SIP Transfers and Take Back and Transfer capabilities (planned) Allows agent-selection of transfer types and provides a more flexible and cost effective call transfer management (2007) Simple system for migrating Hosted IVR – ECR applications Allows existing customers to add IP functionality without rewriting complex applications and scripts G.711 Codec Support Provides Toll-Quality Voice (4.3 Mean Opinion Score) and leverages 64kbps bit rate to provide seamless DTMF and SIP transfers as well as Fax support
Contact Center Transformation Who Needs it? The financial services company who is interested in cost savings and particularly focused on the replacement of Network Transfers with SIP REFER and Interoperability assurances that emphasize SIP interfaces and certification of SIP-enabled vendors (ACD, PBX, VXML, etc.) The Travel Services Company with 30+ contact centers worldwide, including outsourced locations, who has developed a 5-year Vision and is eager to deploy a pilot or limited release SIP-enabled Toll Free solution –with the carrier that is ready to deliver full functionality. The Electronics Manufacturer who is preparing an RFP to better address contact center issues that include Service Quality, CPE infrastructure limitations, support for established India contact centers as well as cost savings and disaster recovery. The Internet Service Provider who has invested heavily in ACD and Intelligent Call Routing (ICR) infrastructure that is not yet depreciated and needs to realize cost savings without loss of functionality and focused on transport/network savings --not TCO or “soft dollar savings”.