© 2003 AudioCodes Ltd. All rights reserved.

IP Contact CenterSuccess Stories

Alan Percy, Director of Business Development

What to expect

• What’s the big deal?• A little history • A peek at the future• Some actual examples• Q/A

What’s the big deal?

• Over the next five years, Datamonitor expects significant growth in the number of IP-architected call centers, defined as ones in which all forms of communication, including voice, are treated as data within a single enterprise network using Internet Protocol (IP). (Datamonitor 11/02)

The way it was…

PBXPSTNPSTN

WANWAN Main-frame

CTI Link

…

…

Traditional Call Center Limitations

• Expansion is expensive and difficult• Depends on integration of separate systems and

CTI links• Designed before email, chat, or click-to-talk

Traditional Call Center Limitations

• Networking is fraught with perils • Very expensive• Duplication of equipment• Depend on TIE Lines ($!)• Call hand-off is clumsy• Separate load balancing and performance

monitoring

Traditional Call Center Limitations

• As a result, most call centers are limited to one or two locations• More likely to suffer service disruptions• “Boiler room” environments• Unable to leverage time-zones • Lack geographical diversity• HR issues and retention challenges

Contact CentersThe way it will be!

PSTNPSTN

WANWAN

IPContactCenter

Maine

IndiaGeorgia

Why IP?

• “Distributed Enterprise” Model• Unlimited deployment flexibility• One or two central sites• Number of smaller branch sites• Centralized management/monitoring

• Benefits• Full-functionality at every seat• Avoid duplication of equipment• Avoid maintenance costs• Share resources

Why IP?

• Remote Centers• Hire where labor costs are low• Geographically “closer” to customers• Leverage time zones• Geographic diversity

• Snowstorms• Earthquakes• Fires• Other

Why IP?

• Better service• Better call hand-offs (all data goes with the call)• Easier call routing to available agents• Diversity yields greater reliability

• Hosted Contact Center• Service Provider Deployments• Allow end-customer to rent agent seats as needed

Why IP?

• Lower per-agent costs• Reduced inter-facility costs• Eliminates expensive PBX• Lower Instrument cost• Wiring facility is less expensive (1/2)

Case Studies

Let’s take a look at a few real case study projects:

Baxter Credit Union

• Company• Servicing Baxter Medical, CDW and others• Headquarters: Vernon Hills, IL• Membership: Over 97,000• $680M in Assets• Domestic and International Membership• 18 Offices in IL, FL, NC, CA, AR, and PR• Investment in Infrastructure Technology

Baxter Credit Union

• Challenge:• Current reseller, Digital Voice Systems (DVS) already providing

IVR and Web-banking services• Existing Avaya PBX short on features• PBX needed significant (and expensive) upgrades• Update headquarters - 170 Stations • Plan to service 18 remote offices• Leverage investment in advanced network• Needed clear ROI

…perfect example of Distributed Enterprise needs

Baxter Credit Union

LAN

PSTNPSTN

WANWAN

MP-104 FXO

Main Office Branch Office(s)

SIP Phones

LAN

SIP PhonesCIC/EIC

IPM260

T1/E1Card

H.100 SIP

Baxter Credit Union

• The Solution:• Interactive Intelligence CIC 2.2• SIP-based solution• 40 Agents, remainder are administration• Agents distributed around various offices

• Work scheduling and language skills

• Contact Center suite• IVR, Queuing, Recording, Management

• 170 Cisco 7940 instruments w/ SIP• Two AudioCodes IPM-260 Cards

(240 channels total )• Total of 7 T1 trunks in main office

Baxter Credit Union

• Results:• BCU Headquarters went live November 2002• Total cost of solution less than just the upgrades to the Avaya

switch• Full functionality on all phones• Customer is very happy• Roll-out to 18 remote sites during 2003• 10 Phones and FXO gateway at each remote

(no KSU at branches)• Bonus: significant savings on inter-branch long distance

InktelDirect

• Company• InktelDirect is the largest minority-owned,

integrated direct marketing services company in the United States

• Founded in 1993• 400 Employees• Offices in Miami, Chicago and Atlanta

InktelDirect

• Challenge• Replace 85 seat PBX-based contact center• Expand to 300 seats• Support Multi-media• Avoid large capital expenditure• Avoid high maintenance costs

InktelDirect

• Solution• Concerto Software’s™ ContactPro™• Hybrid solution using old PBX and new IP

stations• Agents use workstation soft-phones

• Results• Saved $5,500/agent seat

Delhi Call Center

• Company• Delhi Call Center is and Outsource Service

Bureau working on Telemarketing campaigns for Multinational Clients.

• Based in India.• 200 + Employees on multiple shifts• 72 Voice Blended Seats.

Delhi Call Center

• Challenge• Support for Distributed Architecture to tap the human

potential of sub-metro town in North India.• Support Multi-media• Startup and to avoid large capital expenditure• Avoid high integration and maintenance costs.

• Solution• Concerto Software’s™ EnsemblePro™• Agents use workstation soft-phones• Deployed 72 Agent positions

• Results• Improved operational efficiency.

Genesys IPCC- Concensys

• Real implementation …really fast!• Bought 500 licensed seats of IPCC Q4 2001• Re-sold 100 seats to Gallup, Q4 2001• Lab implementation complete Q4 2001• Gallup “go live” Q1 2002

• Genesys software running on “off-the shelf hardware … really simple!• Intel-based box with Windows or Unix• H.323 VoIP gateway• Voice termination

• PC with voice app• H.323 compliant IP Phone

• Real implementation …really fast!• Bought 500 licensed seats of IPCC Q4 2001• Re-sold 100 seats to Gallup, Q4 2001• Lab implementation complete Q4 2001• Gallup “go live” Q1 2002

• Genesys software running on “off-the shelf hardware … really simple!• Intel-based box with Windows or Unix• H.323 VoIP gateway• Voice termination

• PC with voice app• H.323 compliant IP Phone

Genesys IPCC - Concensys

WAN

VoIP gateway

Customer 2w/no PBX

WAN

VoIP gateway

Customer ‘n’w/traditional PBX

PSTN

Concensys data center

Cisco 5300 GW

GenesysGenesysIPCCIPCC

Host servers

IP (QoS) LAN/WAN

Gallup Pure IP

Further Reading

• Integrating Voice Between Satellite Call Centers by Cindy Anderson• http://www.tmcnet.com/tmcnet/articles/0901tt.htm

• E-Darwinism: The Evolution of the Virtual Contact Center by Bryant Downey• http://www.tmcnet.com/cis/0701/0701cint.htm

• IP Telephony and the Interaction Center Platform• http://www.inin.com/documentation/whitepapers/SIP/IP_Telephony

-IC_Platform.pdf

• Concerto Software Case Studies

• http://www.concerto.com

Summary

• What the Analysts are thinking• Differences between traditional and

next-generation contact centers• Actual Case Studies• More information

Call to Action

How can your organization benefit from a IP Contact

Center?