the essential ecare technology tm terry hopcroft director marketing, international

The Essential eCare TechnologyTM

Terry HopcroftDirector Marketing, International

The Essential eCare TechnologyTM

VOIPAn Evolving Vision

VMA1 October 97

Steve Kowarsky

ww

w.c

osm

ocom

.com

The Essential eCare TechnologyTerry Hopcroft

Elements of an Evolving Vision

• Bandwidth Explosion• IP Tsunami• E-Mail E-Mergence• Internet / WWW Revolution• DSP Dynamite• More and More of Moore

• VON = Voice On the Network• VOIP = Voice Over IP• Solo Surfing ----> Web Based

Communities• E-Mail, News broadcast ----> Web• NetMeeting Integration • HyperCall Links• Push-to-Talk,

Click-to-Talk• … Internet Call Centers

ww

w.c

osm

ocom

.com


The Company

• Formed in 1995• Proven Management Team --

Comverse Technology Background• 110+ Employees• Shipping Product

– Award Winning / Patent Awarded

• Significant Revenues• 50+ Customers• Offices in USA, UK, France

ww

w.c

osm

ocom

.com


The Company -- Customers

• Golfdiscount.com

• Ademco Retail

• Avnet

• ByeByeNow.com

• PR Newswire

• Columbia University

• Vizacom

• Home Shopping Net

• Systemax (Global)

• Sonera (Tel Finland)

• Infocast (ASP Canada)

• @Network (ASP Asia)

• Madritel

• Nicholville Telephone

• Phone Ware Inc

• Swissbrokers.com

• ZoHo

• SpendCash.com

• Surfree

• SCB Computer Technology

• British Tourist Authority

• Quib Telecom

• “European Telecom (s)”

• Serif SPC

• Broadwalk Equities, Inc.

ww

w.c

osm

ocom

.com


Why is eCare Essential

• Only 14% of Call Center agents have access to their own Web site.

• Web offers low costs, but 65% abandon shopping carts because of problems...

ww

w.c

osm

ocom

.com


$1.20

$1.00

80¢

60¢

40¢

20¢

0

TravelTravel$10

8

6

4

2

0

Travel agent computer reservation

Airline call center

e-ticket

Branch

Telephone

ATM

Internet

PC Banking

Cost per TransactionCost per Transaction

BankingBanking Stock MarketStock Market$100$100

8080

6060

4040

2020

00

Traditionalbrokerage

Onlinetrading

The Web has changed profitability

ww

w.c

osm

ocom

.com


The Next Wave of eBusiness

• By 2001, 25% of all customer contacts will be via Internet

Gartner

• 76% of CEOs: “primary focus of E-Business is to improve customer satisfaction”

Booz Allan Hamilton

ww

w.c

osm

ocom

.com


ww

w.c

osm

ocom

.com


Traditional Call Centre Technology

Live Message

Phone

Internet

TelephoneCall

Connection

SessionSelf

Service

IVR

Traditional Call Centre

ww

w.c

osm

ocom

.com


`̀CallerTelephone

CallerTelephone

TelephoneNetwork

Circuit - SwitchedACD

AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

Enterprise Network

Present Technology

AgentApplication

Server(s)

ww

w.c

osm

ocom

.com


`̀CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

Present Technology With CTI

AgentApplication

Server(s)

Enterprise Network

ww

w.c

osm

ocom

.com


`̀CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

Costs of CTI Technology

AgentApplication

Server(s)

Enterprise Network

£££

CTI Link

£££CTI Middleware £££

Custom

Development

ww

w.c

osm

ocom

.com


Live Message

Phone

Internet

Connection

SessionSelf

Service

Web

ManyPlayers

Point Solutions

ww

w.c

osm

ocom

.com


The Web Today….

• “39% of attempts to buy something fail.”

• “56% of search attempts fail.”

• “61% wanted more information before purchase.”

• “13% would not go back to a site they had bought from”

Creative Good – Oct. 1999

ww

w.c

osm

ocom

.com


European On-Line Spending , 1999-2004

European On-Line Spending 1999-2004

0

50

100

150

200

1999 2000 2001 2002 2003 2004

Year

Sp

end

ing

$b

n

Copyright Datamonitor 2000

ww

w.c

osm

ocom

.com


The $1.44 Billion Wake-Up Call

22.2% of on-line transactions are completed

7.8% of transactions are abandoned but are salvageable Businesses lost

$1.44 billion in 1999 due to the failure to web-enable their customer services

70% of on-line transactions are abandoned but non-salvageable

Copyright Datamonitor 2000

ww

w.c

osm

ocom

.com


Live Message

Phone

InternetE-Mail

Connection

SessionSelf

Service

E-MailMgmt.

Point Solutions

ww

w.c

osm

ocom

.com


The Web today….

• “A recent survey of top European Web sites shows 65% did not respond to email queries within 48 hours.”

Jupiter Communications, Dec 1999

ww

w.c

osm

ocom

.com


The Web today….

• “Nearly half of the UK’s FTSE 100 took more than 100 days to respond to a simple email request, didn’t respond at all or could not be contacted easily by email.”

Rainier Ltd 1999

ww

w.c

osm

ocom

.com


Live Message

Phone

InternetIP Session

Connection

SessionSelf

Service

Web CollabTools

Point Solutions

ww

w.c

osm

ocom

.com


The Web today….

• “Only 3 percent of e-commerce sites have a live help button, and only one in five of these sites has a live agent ready to help shoppers.”

…Industry Standard Metrics, July 13, 1999

ww

w.c

osm

ocom

.com


CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

What About the Internet?

AgentApplication

Server(s)

Enterprise NetworkCallerMPC

INTERNET ?

ww

w.c

osm

ocom

.com


`̀CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

Internet Callback Request

AgentApplication

Server(s)


INTERNET

Callb

ack

Reque

st

ww

w.c

osm

ocom

.com


`̀CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

Internet to Phone Gateway

AgentApplication

Server(s)


Gateway

INTERNET

Vo

ice

Pat

h

Data Path

ww

w.c

osm

ocom

.com


CallerTelephone

CallerTelephone

TelephoneNetwork


AgentTelephone

AgentTelephone

AgentTelephone

AgentWorkstation

AgentWorkstation

AgentWorkstation

CTI Link

Internet Parallel Data Path

AgentApplication

Server(s)


INTERNETParallel Data Path

ww

w.c

osm

ocom

.com


Live Message

Phone

Internet

Telephone

Call

MultimediaIP Session

Voice MailFax Message

E-Mail

Connection

SessionSelf

Service

Web

IVR

“Integrated” Contact Centre The Jigsaw Puzzle?

ww

w.c

osm

ocom

.com


Live Message

Phone

Internet

TelephoneCall

MultimediaIP Session

Voice MailFax

Message

E-Mail

Connection

SessionSelf

Service

Web

IVR

CosmoCall Unified Contact Centre

ww

w.c

osm

ocom

.com


Message Message Conn. ServerConn. Server

CallerTelephone

IPNetwork

PSTN

OtherWeb

Servers

Man

aged

IP N

etwo

rkM

anag

ed IP

Netw

ork

CSR

CSR

CSR

Telephone Telephone Conn. ServerConn. Server

RemoteCSR

CallerMPC

Pure IP System Architecture

Internet Internet Conn. ServerConn. Server

CosmoCallCosmoCallACD ServerACD Server

OtherApplicationServers

If You’re Doing Business the “e” Way...

CosmoCall Universe Demo

the essential ecare technology tm terry hopcroft director marketing, international

Documents