contact center transformation
TRANSCRIPT
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Contact Center Transformation
January 2013
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The Network Fuel™ Company
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Contact Center Transformation
“Contact Centers are at the cutting edge of communications technology, in large part because the payoff can be rapid and the ROI easily quantifiable: Contact centers represent the customer-facing part of the organization, meaning that deployment of faster, better, more engaging technology can result in more satisfied customers who spend more money with your business.”
Source: Enterprise Connect
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Contact Center Transformation
Market Update IP Transformation Consolidation Transforming the Customer Service Interface
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Continued Shift to IP Agent Positions Worldwide
Agent Shipments / TDM vs IP by Region North America, Western Europe 90%+ IP Agents in 2012 All other regions 25 – 50% IP Agent in 2012
IP Consolidation Occurring Optimizing VoIP traffic and networks
Total TDM vs. IP Agent Shipments and Market Size, Worldwide, 2007-2016
Source: Gartner (March 2012)
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
IP Agent Shipments TDM Agent Shipments
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Total Contact Center Agent Installed Base by Region
Data Points: - Mature Regions
- NAR huge but declining
- WE, EE, Japan slow growth
- Agent Growth Regions
- APAC - LATAM - MEA
APAC
Western Europe
North America
LATAM
MEA Eastern Europe
Japan
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WEBRTC Contact Center Solutions
IP Transformation Contact Center Transformation
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IP Transformation – Phase 1
• IP enable application software • Gateways and software replace
integrated voice cards
• Connect to callers on fixed line and mobile networks via VoIP media gateway
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IP Transformation – Phase 2
• Media Rich Communications
• Voice, video, text
• Connect remote agents via IP
Cost reduction is a driving factor, but also …
Differentiation Enhancing user experience with context sensitive session handling
• Hybrid appliances (SBC + GW) enable contact center solution providers to manage timing and scope of investment
• Connectivity option evolve from gateways to Session Border Controllers as carriers shift from PRI to SIP trunks
• SBCs interconnect Users & multiple networks
• Interworking call flows • SIP normalization
between vendors, applications and CSPs
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IP Transformation –Considerations
First phase, IP transformation is implemented in the system architecture of the contact center Media processing technology transitions from specialized DSP hardware to server software deployed on standard computing platforms or virtual machines Call processing and signaling technology transitions from TDM protocols and switching fabrics to IP protocols such as SIP, network interfaces transition from specific TDM to generic Ethernet ports The application servers and media processing can become distributed across multiple servers with added scalability and deployment flexibility Enables Rich Media Support - Acceleration of services involving multiple modes of communication (voice, video, tones, fax, text, etc.) In the second phase, IP transformation extends to the public network, and IP services such as SIP trunks are interconnected via Session Border Controllers
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WEBRTC Contact Center Solutions
IP Transformation - Example Contact Center Transformation
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Complete Contact Center Solution Provider in France Interactive Voice Response Automatic Call Distributor Agent Positions and Support Call Recording
IP Transformation Phases TDM / PSTN DSP Boards to Media Processing Software Solution Integrated Application and Media Server to Distributed Architecture Scalable, Resiliency, Redundancy, can be Virtualized Premise based solutions to Hosted, and Service Provider Network Solution Network Connectivity ‘Any-to-Any Support, SIP/VoIP Trunk Support
Premise, Hosted, Service Provider
Network Deployment
Scalable Distributed Architecture
Software Solution
IP Transformation – Example
Low Density Premise Deployments
TDM Boards
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Vocalcom IP Transformation Architecture
Gateway - SBC
PowerMedia Network
Software Media Processing
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WEBRTC Contact Center Solutions
Consolidation Contact Center Transformation
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Contact Center Consolidation
Support Outbound-Inbound Sales
Help Desk
Many enterprises have multiple contact centers supporting different functions or different business units Separate platforms, separate management, operation silos
• Higher cost • Multiple
vendors • Duplicated
resources • Inconsistent
user experience
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Contact Center Consolidation
Cost reduction Elimination of redundant platforms, applications and resources Economies of scale
Optimized performance More efficient queuing, WFM and routing management Improved staffing efficiencies
Resiliency and uptime Better response to demand spikes or outages Expand time zone coverage
Operational efficiencies Consistent view of contact center performance Real time visibility
Differentiation and User Experience Higher performance through analytics and WFM Consistent sharing of intelligence to better understand customer interaction and transaction drivers
• Consolidated functionality and centralized management
• Distributed agent resources
• Explore cloud based options
Source: Gartner
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Consolidation - Consideration
Different vendors – different SIP implementations and extensions Need for both TDM and secure IP connectivity
Gateways are required to terminate PRI connections SBCS required to manage and secure sessions between IP based service providers and contact centers Relative maturity between connectivity options
SS7/PRI more mature than SIP Trunks Each operator implements SIP trunk differently
Need to seamlessly connect to mobile customers Complex call handling and session control scalability
Traffic profiles Connectivity to remote agents/offices
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WEBRTC Contact Center Solutions
Customer Service Interface Contact Center Transformation
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Customer Service Interfaces Separate Voice + Data
Internet VIDEO / AUDIO CALL
Phone Directory
Web Site
Social Media
HTTP
HTTP Product Information,
Checkout Shopping Cart,
Contact Center SIP VoIP / PSTN
Customer feedback, Info push,
Analytics Enterprise End User
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Communication being re-defined once again
Audio and Video Communication in the browser
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What • Technology allowing developers to build real-time audio and video
communications right into web pages, without need of any client apps or plug-ins
Goal
• Enabling communications applications in the in the browser: • Voice and Video calls • Conferencing • Gaming • Social Media
• Extending the reach of telecom services to internet applications
By whom
• Google open sourced the WebRTC project . This has been followed by on going work to standardize the relevant protocols in the IETF and browser APIs in the W3C
• Supported desktop browsers – Chrome, Firefox and Opera (support coming soon)
• Apple and Microsoft yet to commit • Mobile web browsers to follow
WebRTC Overview
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Customer Service Interface: Data, Voice, Video
Internet VIDEO / AUDIO CALL
Phone Directory
Web Site
Social Media
HTTP
HTTP Product Information,
Checkout Shopping Cart,
Contact Center SIP VoIP / PSTN
Customer feedback, Info push,
Analytics Enterprise End User
WebRTC HTTP
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Customer Service Interface - Considerations
WebRTC adds easy, flexible voice and video into websites and applications Applicable to multiple sectors: telco services , consumer web, enterprise communications One of the most disruptive & important web/telecom innovations in years Extremely fast pace of evolution: weeks and months, not years Forecast: 3 billion capable devices and 1 billion users of WebRTC by 2016* Contact Centre Adoption:
Integration with Existing Contact Centre Infrastructure Developing a ‘Greenfield’ WebService WebRTC Application
Source: WebRTC Market Status and Forecast,
Disruptive Analysis Ltd, February 2013
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Contact Center Transformation - Summary
IP Transformation Consolidation Transforming the Customer Service Interface
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