© 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?

• By 2003, call center systems will make up almost 30% of the worldwide voice-over-IP revenue, projected to be $1.4 billion. (IDC, 6/2001.)

• 46% of call center agent seats will be based on multi-channel IP platform technology by 2004. (Philips Infotech, 6/2001.)

What’s the big deal?

• By the end of 2001, 25% of customer contacts will come through IP-based channels. Accordingly, purchases of IP contact center solutions are expected to grow by more than 100% annually from 2001 to 2004. (Gartner Group, 6/2001.)

• Worldwide customer relationship management (CRM) spending will reach $76.3 billion in 2005, up from $23 billion in 2000. (Gartner Group, 6/2001.)

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

WANWANIP

ContactCenter

…

LAN/WAN

Why IP?

• Everything via Ethernet• Data and voice over Ethernet • Saves infrastructure costs• Routers and switches instead of PBXs and

Channel banks• Greater Flexibility• Distributed Contact Centers• Faster deployment

Why IP?

• “Virtual Call Center”• Unlimited deployment flexibility• Big call centers• Smaller branch sites• “At home” Agents• Quicker reconfiguration• Easier to scale

Why IP?

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

Why IP?

• Lower per-agent costs• Wiring facility is less expensive (1/2)• No PBX• Lower Instrument cost• Reduced inter-facility costs

Why IP?

• Remote Facilities• Hire where labor costs are low• Leverage different time zones• Geographical diversity

• Snowstorms• Earthquakes• Fires• Other

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• Ready to finish 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

Portland Trailblazers

• Company• NBA Team in Portland, OR• Corporate and Distributed offices• Guest boxes in Rose Garden

Stadium• Inbound and Outbound dialing

campaigns

Portland Trailblazers

• Challenge• Replace Nortel PBX• Integrate separate facilities• Unified Messaging• Predictive Dialer• Support 150 stations

Portland Trailblazers

• Solution• Interactive Intelligence CIC 2.2• Deployed using SIP Phones and Soft-phones• Integrated unified messaging and contact center• Remote facilities and boxes to use SIP phones

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

HISPACC

• Company• Hispanic Advanced Call Center• Outsource Contact Center targeting

products and services to growing Hispanic market

• Founded in 1979• Based in Miami, Florida• 64 Agents• Blended Contact Center

HISPACC

• Challenge• Expansion beyond original obsolete PBX• Eliminate manual dialing and call-backs• Improve Efficiency• Deal with growth• Better reporting

HISPACC

• Solution• Concerto Software’s™ ContactPro™• Replaced old PBX system• Agents use workstation soft-phones• Deployed 64 Agent positions

• Results• Improved agent efficiency• Call-back feature increased inbound

business 300%!

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• Four actual Case Studies• More information

Call to Action

How can your organization benefit from a IP Contact

Center?