synergy drives success - genesys€¦ · flexibility. cost savings greater efficiency –1 agent...

Contact Center SIP Migration

SYNERGY DRIVES SUCCESS@

One Voice – A Complete SIP Solution

One-Stop-Shop for all the components, support and services

End-to-end synergistic solution

Advanced and unique voice services

End-to-end turnkey solution, tested and verified, consists of all the hardware, software and services suite, all working seamlessly together

One Voice for Genesys – A Complete SIP Solution for Contact Centers

Self-Service

CU

STO

MER

EX

PER

IEN

CE

PLA

TFO

RM

Work ItemsA B

Rules

One-Source for all Components, Support & Services

Complete end-to-end solution from Genesys that consists of:

– Customer Experience Platform– IP-Phones, SBCs, Gateways– Centralized management and monitoring applications

Full life-cycle professional services programs that cover: – Network Readiness Assessment– Planning, Implementation and Operation

24x7 Support from Genesys single point of contact

Hand to Shake on Contract Negotiations

Point of Contact

The PiecesSession Border Controllers

– Data Centers & Branches

IP Phones– Partner Solution Focused

Genesys Application– The Solution Headliner

Integrated Management– “One ring to rule them all”

NVE – Who we are

NV Energy has served citizens in Nevada for 150 years,providing electricity and natural gas services.

With a staff of 2500 employees, NVE provides services to more than 1.3 million customers, and nearly 40 million tourists annually in a service area of nearly 46,000 square miles.

Initial Network StateTwo separate Contact Center Systems

– Second from acquisition

– Two separate agent pools

– No load sharing

PSTN Trunk Facilities (PRIs)

– Incoming PRIs sized to meet Busy Hour/Busy Day requirements

– Additional PRIs to Portland BPO

Expensive Capacity

Little Flexibility

Cost Savings

Greater Efficiency

– 1 Agent Pool vs 2 allows higher occupancy

Monthly Savings

in Trunking of 39%

Lower SIP Circuit Costs

– Negotiation via competitive RFP yielded significant savings relative to historical PRI costs.

SIP Trunk “Bursting” Capability

– No longer need to provision for Peak Load

– Base Capacity Commitment of < 50% of Peak

– Usage Based Pricing for Excess

Network Flexibility

Two Pools To One

– Single ACD with all Services

– Las Vegas Primary Site• Service Provider delivers to Las Vegas,

with overflow capacity going to Reno

• All Traffic to Reno if Las Vegas fails, either via SBC-SBC or from Service Provider if entire Site is down

– Reno = Overflow & Disaster Recovery

No longer constrained by Point-to-Point Facilities

SBC Selection

Issued RFP for SBC– AudioCodes SBC had lower cost, but still all required functionality– Single vendor support with Phones and Voice Quality Management was also attractive – Integration confidence from Genesys OEMing Solution and using in Production Test

AudioCodes Mediant 4000 Discovered with use how easy configuration is– Make periodic routing changes for Disaster

Recovery and other testing– Intuitive Interface makes changes easy to

make and understand

Ease of Use Relative to Competitors

is a Common Observation

EndPoint Selection

• Hard Phone selected because:– Immune from PC restarts

and CPU Starvation

• Genesys Hard Phone selected because of Phone Management– Status - Day 2 Visibility provides population status at a Glance

– Management - Logical Groups (Regions) with customized set of visible parameters makes moves and changes easy

– Solution Integration – With SBCs and Voice Quality Management, single vendor support, pre-integration

With no PBX to manage the Phones,A new management tool is required to avoid the nightmare of managing hundreds of phones individually.

MSFT offers VQ SLA in SfB only for Hard Phones

Network Assessment• Network Team Confident of

Network Configuration– Adequate bandwidth provided

It’s not really Ready until it’s Proven Ready

• Genesys Network Voice Readiness Assessment– Production level traffic on Production Network– VQ data pulled from SBCs & Phones under test– Despite assurances, QoS issues were discovered– A second test was done to validate resolution

• VoIP Introduction Very Visible– Network Performance Critical, but never tested

– Bandwidth alone not enough – eg QoS/Router Settings etc.

– “Should be good to go” not good enough!

Monitoring Voice Quality

• Voice quality is measured on AudioCodes SBCs and IP Phones

• Voice Quality and Call data sent to SEM• IP Phone data sent over media path & reported by SBC

• Updated during call if/when VQ metrics change

• SEM performs in-depth analytics & reporting

SEM

PBX

Periodic CDR with:- LAN & WAN QoEs- Far End QoEs- SIP Call Data

End of Call RTCP-XR Data via SIP Publish Periodic RTCP-XR

Data via Media Path

SBC

LocalUser

Remote User

More than just Voice QualityDashboard provides At-a-Glance view of network health and loading

Network, Device, & Interface Capacity Usage

is easy to see & track

Call and User lists highlight Agent dialing

errors that would otherwise be invisible

Filter calls by user, number, quality,

termination reason, error type, etc

Addition of SIP Call Datato RTCP-XR Quality Data

Provides a More Powerful Tool

The One Voice Solution – It’s Better Together

Integration from Operations perspective key factor in NV Energy selection

– Genesys Integration– Single Vendor Support– Integrated Management Suite– Single Technology

Differentiating design synergies are even more important– Work at Home Agents are a great example– Solution level Functionality requires coordinated contributions

from multiple network elements (SBC, IPP, EMS, SEM)

Remote Agent Advantages

Workforce Flexibility

• Short ramp up times

• Extended availability of specialized expertise

Agent Satisfaction

• Work at Home, no commute time/costs

• Lifestyle flexibility

Reduced Business Costs

• Real Estate footprint

• Labor costs

Remote Agent Challenges

Phone Management

• Many individual Phones in WAN

• Management infrastructure in the LAN

Security

• VoIP path traverses open Internet – major security exposure

Call Quality

• VoIP path traverses open Internet – not MPLS managed- No Quality of Service to prioritize (low latency) voice over data

- Potentially high packetloss and jitter

• Lower uplink speeds on Agent DSL/Cable modem

Cost

• Dedicated land line per Agent is very Expensive

Voice Quality assured by VoIPerfect™ Technology

• Advanced Voice Coders (Opus), enhanced voice processing engines and path optimization

techniques

• Enable reliable and high voice quality between web customers, remote agents, branches and the

data center over any network, including unmanaged broadband.

Security & NAT

Public Internet

Reverse Proxy

DMZ

User

Router

Data Center

Firewall

Web App

Firewall

IP Phone Access to EMS

• Reverse Proxy in SBC provides secure access for Phones in WAN to talk to EMS in LAN

• Available on AudioCodes Mediant SBCs and Gateways

InternetEnterprise

LAN

Far End NAT Traversal

• SBC knows SIP IP/Port from Registration

• SBC figures out Remote Agent media ports by waiting for incoming media packets to the public address given to Remote Agent Securing the Connection

• TLS for Signaling & SRTP for media

• Same authentication & encryption protocols used by VPNs

Phone Manager

• Only Customer Relevant Parameters made Visible

Management Access to Remote Phones

Every day Improvement for IT Admin Phone

Support

Day 2 Access & Visibility

• Real Time view of aggregate phone status

• Filter Phone population by any attribute

• Manage Work at Home Agents as a logical group

• Reverse Proxy integrated in SBC leverages Phone Authorization

• Gives Phones in the WAN access to Management in the LAN

• Gives Management in the LAN access to Phones behind Far End NAT (roadmap 2H17)

Day 1 Deployment Tools

• Manage Loads, Configuration Files

• Create Logical groups, with configuration profiles for each

• Update devices individually, en masse, or in groups

Bottom Line

“One Voice” SolutionsA pre-integrated synergistic set of Phone, Gateway, SBC, Voice Quality Monitoring components, and a single management tool to “rule them all”

Reduces effort & complexity, increases predictability

PartnershipGenesys Contact Center Business is a strategic focus for AudioCodes. Dedicated management, solution specific product investment/innovations, all underscore AudioCodes’ commitment.

Partnership means AudioCodes product suite will be in lock

step, not just today, but tomorrow as well.

There are many product and service capabilities that recommend AudioCodes as a Voicepartner for Genesys Contact Centers, but in the end the following two are what really

set AudioCodes apart

Thank you

SYNERGY DRIVES SUCCESS

Sharone Ben-LeviVP Business Development732.764.2555sharone.ben-levi@audiocodes.com

Larry ClarksonCTO NA919.287.3512larry.clarkson@audiocodes.com