2. Adoption of IP in the Next-Generation Contact Center (SIP-02)
The Business Perspective Moving Parts
John Kelly, RVP Sales, Altitude Software
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3. INFORMATION ONLY – FOR FACILITATOR
A conference call was held between Altitude and ATT resources that will be on the panel. The ATT resources will take a more technical approach that will focus on infrastructure; getting the call to the premise. Altitude will be the last presenter and focus on the business perspective and rolling out and managing an IP contact center. We assume 5 minutes to get going, 30 minutes for presentations and 10 minutes for Q&A.

4. Transition Your Contact Center to IP
Agenda
Managing:
Customer Preferences
The Status of CSR’s
Security
Latency
A Unified Interaction Strategy
Mission Critical Expectations
A business perspective to identify the moving parts and strategies to centralize technology deployments with decentralized human resources:
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5. Intelligence of Customer’s Preferences
Collect key variables to segment customers and their preferences
Deploy workflow tools that help capture meaningful data with the ability to quickly adapt the workflow to business anomalies
Access to data in real time to drive business rules
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6. Manage the Status of Resources
Phones are now called “end points” with IP addresses
Data drives events and presence
Application server monitors events from telephony servers
Understand what is practical to manage remote agents
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7. Delivering Customer Interactions Securely
Understand your internal rules for security
Different rules for onsite versus virtual (remote) agents
Behind firewalls, VPN access, or internet with passwords
Authentication of users & privileges based access rules
Desktop security; can agents copy private customer data?
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8. John.Kelly@altitude.com • (847) 207-8510
Managing Latency
One size does not fit all; fit to the purpose
Thin client: low desktop req’s; high bandwidth req’s
Fat client: high desktop req’s; low bandwidth req’s
Soft phone adds risk of latency and quality over hard phones
G.711: more bandwidth; higher quality; less CPU at TS
G.729: less bandwidth; lower quality; more CPU at TS
QoS and CIR; what are the trade-offs for remote users
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9. Unified Customer Interaction Strategy
Common Application Server to manage presence and rules for:
Inbound voice, Outbound Voice, , Chat
IVR applications; or at least integration to pass data with transfer
Common data schema for all interaction applications
Common tools for building and managing apps
Common desktop application
Or, a lot of integration work, and re-integration work
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10. Mission Critical & Business Continuity
This is a risk management exercise
Not every point of failure needs the same High Availability strategy
Business resiliency; more than technology failures
Change management; mitigate human errors
Find people with a few old T shirts and avoid Kool-Aid drinkers
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11. Question & Answers… john. kelly@altitude. com 847 207 8510 www
Question & Answers…