The Benefits of IP in Your The Benefits of IP in Your Contact CenterContact CenterFebruary 22, 2007February 22, 2007

AgendaAgenda

IntroductionIntroduction Market TrendsMarket Trends Verizon LeadershipVerizon Leadership Internetworking BenefitsInternetworking Benefits Application ExamplesApplication Examples

Contact Center TransformationContact Center TransformationDefinitionDefinition

IP Enabled IP Enabled Contact Contact CenterCenter

IP Enabled IP Enabled Contact Contact CenterCenter

Enhanced Customer Enhanced Customer ExperienceExperience

TDM TDM Contact Contact CenterCenter

TDM TDM Contact Contact CenterCenter

Contact Center Contact Center TransformationTransformation

In-houseIn-houseIn-houseIn-houseFully Fully

OutsourcedOutsourced

The key technology The key technology change is IP Enablementchange is IP Enablement

The key operational The key operational change is the move change is the move to outsourcingto outsourcing

Driving operational and technology changes to impact the Driving operational and technology changes to impact the bottom line by enhancing the customer experiencebottom line by enhancing the customer experience

The contact center market exceeds $30B and will grow by 70% through 2010.

– IDC

U.S. Agent Positions:U.S. Agent Positions:TDM vs. IP, and CPE vs. HostedTDM vs. IP, and CPE vs. Hosted

0

500

1,000

1,500

2,000

2,500

3,000

Ag

en

t P

os

itio

ns

(0

00

s)

20

04

20

05

20

06

20

07

20

08

20

09

TDM IP

Agent positions supported by TDM Agent positions supported by TDM will decrease at a CAGR of (7.2%)will decrease at a CAGR of (7.2%)

Agent positions supported by IP will Agent positions supported by IP will increase at a CAGR of 36.1%increase at a CAGR of 36.1%

IP will support 32.2% of U.S. agent IP will support 32.2% of U.S. agent positions by 2009positions by 2009

Agent positions supported by CPE Agent positions supported by CPE will decrease at a CAGR of (3.0%)will decrease at a CAGR of (3.0%)

Agent positions supported by Hosted Agent positions supported by Hosted will increase at a CAGR of 53.0%will increase at a CAGR of 53.0%

Hosted solutions will support 10.7% of Hosted solutions will support 10.7% of U.S. agent positions by 2009U.S. agent positions by 2009

0

500

1,000

1,500

2,000

2,500

3,000

Ag

en

t P

os

itio

ns

(0

00

s)

20

04

20

05

20

06

20

07

20

08

20

09

CPE Hosted

Source: Datamonitor, Contact Centers in USA (Databook), 2006

IP EnablementIP Enablement• Integrating disparateIntegrating disparate

work forceswork forces• Reduced network costReduced network cost• Simplified application Simplified application

integrationintegration• Smooth migration Smooth migration

from TDMfrom TDM

Contact Center TransformationContact Center TransformationBenefitsBenefits

Hosting and OutsourcingHosting and Outsourcing• Integrated solution Integrated solution

provides economies of scaleprovides economies of scale• New technologies drive first- New technologies drive first-

call resolution with lower costcall resolution with lower cost• Predictable cost structurePredictable cost structure• Reduced CapExReduced CapEx

CustomersCustomers

Contact Contact CentersCenters

IVRIVR

Regional Regional OperationsOperations

Local OfficesLocal Offices

Contact Center Contact Center TransformationTransformation

Tele-workersTele-workers

Traditional Contact Center environments depend on TDM Traditional Contact Center environments depend on TDM communications networks and IT-Applications which were communications networks and IT-Applications which were developed separately and are supported by proprietary developed separately and are supported by proprietary APIs that limit functionality and innovation APIs that limit functionality and innovation

Technology and standardization are enabling use of new Technology and standardization are enabling use of new open standards at all levels to reduce platform and vendor open standards at all levels to reduce platform and vendor independence and facilitate decisions and support of independence and facilitate decisions and support of business requirementsbusiness requirements

IP has emerged as the leading technology to support both, IP has emerged as the leading technology to support both, communications and IT-applicationscommunications and IT-applications• IT and communications are integrating as multimediaIT and communications are integrating as multimedia• Since IT and communications are extensible to virtual space Since IT and communications are extensible to virtual space

they are including automation, multi-language support, global they are including automation, multi-language support, global presence, 7x24 coverage, remote agent, etc.presence, 7x24 coverage, remote agent, etc.

Contact Center TransformationContact Center TransformationIP Enablement BenefitsIP Enablement Benefits

Operationally and cost effective Operationally and cost effective foundation to support business strategyfoundation to support business strategy• ““This technology can enable a different business process.. This technology can enable a different business process..

If your job is to take care of customers, this is a technology If your job is to take care of customers, this is a technology for you”for you”

• ““There are operational and cost reductions in IP There are operational and cost reductions in IP Telephony, but don't go at this through the lens of saving Telephony, but don't go at this through the lens of saving money. Instead, lay the foundation to drive business money. Instead, lay the foundation to drive business strategy”strategy”

• ““The real value of IP is not cost reduction, but how it The real value of IP is not cost reduction, but how it changes the business”changes the business”

• ““Business productivity is what you have to focus on. You Business productivity is what you have to focus on. You get more bang for your buck by focusing on productivity get more bang for your buck by focusing on productivity than cost reduction”than cost reduction”

Contact Center TransformationContact Center TransformationIP Customer BenefitsIP Customer Benefits

Market-leading service portfolio Market-leading service portfolio Intelligent servicesIntelligent services Multiple service delivery optionsMultiple service delivery options Comprehensive serviceComprehensive service

managementmanagement Solutions consulting and Solutions consulting and

professional servicesprofessional services

Contact Center TransformationContact Center TransformationVerizon’s LeadershipVerizon’s Leadership

Helping clients improve Contact Center OperationsHelping clients improve Contact Center Operations

Verizon’s Internetworking ServicesVerizon’s Internetworking Services

Why settle for a Voice Gateway service for PSTN to IP Why settle for a Voice Gateway service for PSTN to IP connectivity, when you can get seamless SS7 and IP connectivity, when you can get seamless SS7 and IP internetworking and a complete inbound solution for your internetworking and a complete inbound solution for your Contact Centers with Verizon’s IPTF and IPIVR.. Contact Centers with Verizon’s IPTF and IPIVR.. • Seamless internetworking: a single-call service with end-to-end Seamless internetworking: a single-call service with end-to-end

(PSTN-to-IP) accountability and carrier-grade scalability.(PSTN-to-IP) accountability and carrier-grade scalability.• Complete solution: the capability to handle TDM and IP connectivity Complete solution: the capability to handle TDM and IP connectivity

and transfers homogeneously with intelligent Toll Free routing –and transfers homogeneously with intelligent Toll Free routing –including IVR treatment, standards-compliant SIP signaling and including IVR treatment, standards-compliant SIP signaling and robust IP security features.robust IP security features.– Operational improvement s that eliminate or reduce process change regardless of Operational improvement s that eliminate or reduce process change regardless of

technology platformstechnology platforms– Contact Center Transformation at the customer’s own paceContact Center Transformation at the customer’s own pace

• Verizon service: the customer support that’s proven to keep your Verizon service: the customer support that’s proven to keep your service going and saves staffing costsservice going and saves staffing costs

Call FlowCall Flow

Class 3

Gateway

SIP Service Controller

TFNM

Class 5

3. 8xx call is sent from the Class 5 switch with calling party number.

5. Verizon SCP returns a termination switch/trunk along with theassigned token value to the Class 3 switch.

7. The network gateway formulates a SIP message with the calling ANI and Called (assigned token) party numbers.

8. The network routes the SIP message to Verizon service controller

11. The service controller will formulate a newSIP message with the intended customer URI and sends it back to the IP network.

13. The IP network will route the call to the intended customer termination.

SIP Phone

PSTN

IP Network

2. User places a PSTN 8xx call.

6. Class 3 switch routes the call with the information returned from the SCP to a network gateway into the IP network.

9.The logic within the service controller will resolve the assigned token back to the info temporarily stored.

12. The network will query a DNS server to resolve the intended customer URI termination.

Verizon SCP/INCP

DNS Server

1. Customer defines route plan within Toll Free Network Manager with an IP termination.

10. Information temporarily stored in the PSTN will be returned to the SIP Service Controller. Info includes Originating Switch/Trunk, Intended URI for termination and Originating Line Information.

4. Class 3 switch will query the Verizon SCP for routing instructions on the Verizon-owned 8xx number. Customer has termination assigned with an IP termination. Info about customer and SS7 signaling is stored in temporary database and a token value for info is assigned.

Verizon’s SS7-IP Internetworking Verizon’s SS7-IP Internetworking ServiceService

One-call (ANI-to-URI) service instead of a Voice Gateway environment that One-call (ANI-to-URI) service instead of a Voice Gateway environment that effectively answers PSTN calls and re-originates them as IPeffectively answers PSTN calls and re-originates them as IP

Single point of contact for PSTN origination to IP termination call service and Single point of contact for PSTN origination to IP termination call service and troubleshootingtroubleshooting

End-to-end QoS instead of a Toll Free SCA and an IP QoS that add expense End-to-end QoS instead of a Toll Free SCA and an IP QoS that add expense and delays in large enterprise networksand delays in large enterprise networks

SS7 to IP Signaling, and UUI enhancements, that improve connectivity and SS7 to IP Signaling, and UUI enhancements, that improve connectivity and compatibility of data delivered with each call and through multiple transfers compatibility of data delivered with each call and through multiple transfers

Continued support of existing Call Routing Plans, including most advanced Continued support of existing Call Routing Plans, including most advanced Toll Free Features, to facilitate smooth migration for inbound contact centersToll Free Features, to facilitate smooth migration for inbound contact centers

SIP Refer Transfers (unattended) that are more cost effective than network-SIP Refer Transfers (unattended) that are more cost effective than network-based transfers and use Out-of-Band signaling instead of in-band DTMFbased transfers and use Out-of-Band signaling instead of in-band DTMF

Native IP networking to extend IP CPE and application benefitsNative IP networking to extend IP CPE and application benefits

Seamless call treatment and transfers for both IP and TDM terminationsSeamless call treatment and transfers for both IP and TDM terminations

Carrier-Grade network call treatment and routing capacityCarrier-Grade network call treatment and routing capacity

IP Toll Free (IP TF) Product DescriptionIP Toll Free (IP TF) Product Description

• IP Toll Free extends the capabilities of Verizon Business Toll Free service by converting traditional PSTN-originated Toll Free calls to RTP streams and using SIP signaling to terminate calls to SIP enabled devices connected IDA and PIP Terminations.

•Carrier-grade internetworking service between PSTN and IP applications.

•Single-call and end-to-end SLA/QoS for Toll Free calls to SIP end-points.

• IPTF Supports the same Advanced features of VZB Toll Free Service, such as percentage allocation, TOD, PCT, DOW, etc. and make it possible for customers to migrate without having to recreate their call routing plans.

•ICR - Gateway real-time customer-drive call routing using Cisco ICM and Genesys

• The Verizon Business IP TF solution delivers a carrier-grade alternative to Customer-owned VoIP Gateway implementations used today.

•Network-level Gateway flexibility, better scalability and minimal usage-based cost.

IP Toll Free (IP TF) Features & BenefitsIP Toll Free (IP TF) Features & Benefits

FeatureFeature Benefit to the CustomerBenefit to the Customer

Feature parity with Verizon Business Toll Feature parity with Verizon Business Toll Free networkFree network

Offers ability to route calls via existing route plans and Offers ability to route calls via existing route plans and advanced features: TOD, DOW, Geographic, ANI, etc.advanced features: TOD, DOW, Geographic, ANI, etc.

Toll Free Network Manager (TFNM) Toll Free Network Manager (TFNM) compatibilitycompatibility

Provides near real-time control over hybrid (TDM and IP) Provides near real-time control over hybrid (TDM and IP) routing scenariosrouting scenarios

Voice over IP conversion in the networkVoice over IP conversion in the network Eliminates the burden of owning and managing costly gateway Eliminates the burden of owning and managing costly gateway equipmentequipment

Call transfers via SIP ReferCall transfers via SIP Refer Enables agents to transfer calls via IP – more cost effective Enables agents to transfer calls via IP – more cost effective mannermanner

Enhanced SIP Transfers capabilities, Enhanced SIP Transfers capabilities, similar to Take Back and Transfer similar to Take Back and Transfer (planned)(planned)

Provides attended, conference and monitoring transfers using Provides attended, conference and monitoring transfers using SIP Refer to deliver IP TF transfer functionality similar to ECR SIP Refer to deliver IP TF transfer functionality similar to ECR TNT (scheduled for 2007 IPCC release)TNT (scheduled for 2007 IPCC release)

Automatic Device RegistrationAutomatic Device Registration Supports automatic resolution of SIP devices such as phones Supports automatic resolution of SIP devices such as phones and ACD/PBX’s (trusted entities), allowing for easy MACDsand ACD/PBX’s (trusted entities), allowing for easy MACDs

Compression (G.729)Compression (G.729) Increases data bandwidth efficiency (allows 41 concurrent calls Increases data bandwidth efficiency (allows 41 concurrent calls vs. 24 utilizing TDM on the same T-1)vs. 24 utilizing TDM on the same T-1)

Voice bandwidth protectionVoice bandwidth protection Allows administrators to manage Quality of Service (QoS) and Allows administrators to manage Quality of Service (QoS) and committed access rate (CAR)committed access rate (CAR)

IP Interactive Voice Response (IP IVR) IP Interactive Voice Response (IP IVR) Product DescriptionProduct Description

• IP IVR provides customizable treatment, routing and transfers for IP Toll Free (IP TF) calls that allow seamless internetworking between IP or TDM Customer’s Contact Centers and the Verizon Business SS7 (PSTN) and IP Networks. The key benefits are:

• Network-level IP IVR functionality

•IPIVR provides call-handling savings by pre-processing calls in the network –before they tie up CPE and agent resources.

•Native IP IVR functionality extends the application capabilities of a customer’s IP CPE –particularly for multiple contact centers.

• Hybrid Call Processing

•Seamless call treatment, routing and agent transfers; across hybrid, TDM and IP enabled, contact center locations.

•Unifying access to all agent and information resources that allows customers to migrate to IP at their own pace while continuing to deliver the highest service levels.

•IP IVR is tightly integrated with PSTN and IP TF and provides single-call treatment and end-to-end QOS (Quality of Service) whether calls terminate to TDM or SIP enabled locations.

IP Interactive Voice Response (IP IVR) IP Interactive Voice Response (IP IVR) Features & BenefitsFeatures & Benefits

FeatureFeature Benefit to the CustomerBenefit to the Customer

Carrier-grade IP infrastructure for call Carrier-grade IP infrastructure for call treatment and routingtreatment and routing

Provides ubiquitous, network-level, IP IVR functionality Provides ubiquitous, network-level, IP IVR functionality without multiple protocol conversionswithout multiple protocol conversions

Robust IVR call treatment and routing Robust IVR call treatment and routing capabilitiescapabilities

Compatible with TDM IVR features such as menu routing, Compatible with TDM IVR features such as menu routing, message announcement and Busy/Ring-No Answermessage announcement and Busy/Ring-No Answer

Hybrid terminations (TDM and IP) and Hybrid terminations (TDM and IP) and transferstransfers

Ability to terminate to and transfer from a combination of Ability to terminate to and transfer from a combination of TDM and IP devices/locations, which provides ubiquity of TDM and IP devices/locations, which provides ubiquity of service and allows customer to migrate to IP at their own service and allows customer to migrate to IP at their own pacepace

Basic and Enhanced SIP Transfers and Take Basic and Enhanced SIP Transfers and Take Back and Transfer capabilities (planned)Back and Transfer capabilities (planned)

Allows agent-selection of transfer types and provides a more Allows agent-selection of transfer types and provides a more flexible and cost effective call transfer management (2007)flexible and cost effective call transfer management (2007)

Simple system for migrating Hosted IVR – Simple system for migrating Hosted IVR – ECR applicationsECR applications

Allows existing customers to add IP functionality without Allows existing customers to add IP functionality without rewriting complex applications and scriptsrewriting complex applications and scripts

G.711 Codec SupportG.711 Codec SupportProvides Toll-Quality Voice (4.3 Mean Opinion Score) and Provides Toll-Quality Voice (4.3 Mean Opinion Score) and leverages 64kbps bit rate to provide seamless DTMF and SIP leverages 64kbps bit rate to provide seamless DTMF and SIP transfers as well as Fax supporttransfers as well as Fax support

Contact Center TransformationContact Center TransformationWho Needs it?Who Needs it?

The financial services company who is interested in cost savings and The financial services company who is interested in cost savings and particularly focused on the replacement of Network Transfers with SIP REFER particularly focused on the replacement of Network Transfers with SIP REFER and Interoperability assurances that emphasize SIP interfaces and and Interoperability assurances that emphasize SIP interfaces and certification of SIP-enabled vendors (ACD, PBX, VXML, etc.)certification of SIP-enabled vendors (ACD, PBX, VXML, etc.)

The Travel Services Company with 30+ contact centers worldwide, including The Travel Services Company with 30+ contact centers worldwide, including outsourced locations, who has developed a 5-year Vision and is eager to outsourced locations, who has developed a 5-year Vision and is eager to deploy a pilot or limited release SIP-enabled Toll Free solution –with the deploy a pilot or limited release SIP-enabled Toll Free solution –with the carrier that is ready to deliver full functionality.carrier that is ready to deliver full functionality.

The Electronics Manufacturer who is preparing an RFP to better address The Electronics Manufacturer who is preparing an RFP to better address contact center issues that include Service Quality, CPE infrastructure contact center issues that include Service Quality, CPE infrastructure limitations, support for established India contact centers as well as cost limitations, support for established India contact centers as well as cost savings and disaster recovery.savings and disaster recovery.

The Internet Service Provider who has invested heavily in ACD and Intelligent The Internet Service Provider who has invested heavily in ACD and Intelligent Call Routing (ICR) infrastructure that is not yet depreciated and needs to Call Routing (ICR) infrastructure that is not yet depreciated and needs to realize cost savings without loss of functionality and focused on realize cost savings without loss of functionality and focused on transport/network savings --not TCO or “soft dollar savings”.transport/network savings --not TCO or “soft dollar savings”.

Thank youThank you