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2004 Cisco Systems, Inc. All rights reserved. Printed in USA.

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1 2004 Cisco Systems, Inc. All rights reserved.VVT-1N109589_04_2004_c1

IP CONTACT CENTERS:INTRO TO IPCC TECHNOLOGIES,CONCEPTS, AND TERMINOLOGYSESSION VVT-1N10


Agenda

What Is a Contact Center?

Contact Center Conceptsand Terminology

Call Handling Strategy

The Future of ContactCenters

222

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They can be revenue generating such as an outboundtelemarketing center or inbound order-taking line

They can be cost centers such as technicalsupport centers or customer-service lines


Contact Centers Are How Your CompanyInteracts with Your Customers

In Either Case, They May Be theOnly Face Your Customers Know



Contact Centers Have Evolved from SimpleVoice Systems to Mult ichannel Network-BasedSolutions in Less than 30 Years!

1970s 1980s 1990s Beyond

Single Side,Nodal ACDRefrigerators

Self-ServiceAppl icationswith VoiceResponseUnits asPart of theContact Center

Data Collectedand Presentedto Agentswith CTI

MultisiteRouting ofCalls with ICM

MultichannelIntegration ofWeb and Emailwith Voice

IP Telephonyand AdvancedSpeechAppl ications

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Contact Center Evolution

Before There WereContact Centers,There Were PBXSwitcheswhich

Al lowed Customersto Better ManageTheir TelephonyInfrastructure

PSTN

Companies RealizedThey Had WorkersWho Did the SameJob Taking the SameTypes of Phone Calls

All the TimeandGrouped ThemInto Teams

FlightInformation

InternationalReservations

DomesticReservations



The Airline IndustryWas the First toRecognize theSignificant SavingsThey Could Achievewith Contact CentersContinental AirlinesCommissioned

the First ACDto Be Designedby Rockwellin 1972

Many of the TermsWe Know TodayCame fromThat Original

Development

Gates

Agents

PSTN

Queues


FlightInformation



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In the Early 1980sInteractive VoiceResponse or VRUsBecame Popular toExtend theWorkforceto IncludeSilicon Agents

Customers CanComplete Many ofTheir Transactionsin the IVR and Only Opt Out to Speakto an Agent WhenThey Have a

Specific Question

AutomatedFlightInformation



PSTN




JONESCO775

Hello Mrs. J ones, Your Flight #775 toMiami Is on Time and Arrives at GateC72 at Noon Today.



AutomatedFlightInformation

Im Mrs. Jones,Checking on Flight #775.

ANI=9785551212NAME=JONESFLT: CO 775

CTI ApplicationsBegan to Appear atthe Agent Desktop inthe Early 1990sIntegrated to GreenScreens withMainframe DataConnections and bythe Mid 1990s withMore SophisticatedThird-Party CallControl at the Desktop

As Companies AddedIVR and Prompting toTheir Contact Centers,They Needed to Sendthat Data to the Agentwith the CallCallersWould not Need toBe ReinterviewedAgain and Again

and Again

PSTN


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As CompaniesLeveraged theContact Center forMore and More ofTheir BusinessFunctions, TheyAdded MoreCentersInterconnectingThem with ExpensiveTie Lines acrossMultiple Vendor

Switches andACD Types

32%32%36%

Denver, CO

Newark, NJ

210 Agents210 Talking0 Avail30 Queued

Cincinnati, OH

200 Agents150 Talking50 Avail85% Utilization

200 Agents170 Talking

30 Avail85% Utilization 610 Agents530 Talking70 Avail30 Queued86% Utilization

PSTN




Multiple ContactCenters Lead toDuplication ofHardware and AgentResourcesVeryExpensive UnderUsed Resourcesacross the Sites

This Is Where theICM Came in 1996with Prerouting,Increasing AgentOccupancy Acrossthe Virtual Center

Cincinnati, OH

Newark, NJ

Denver, CO

ICMCallRouter

PSTN

210 Agents186 Talking24 Avail92% Util.


610 Agents560 Talking50 Avail0 Queued91% Utilization


ICMPG

ICMPG

ICMPG


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InternetIn the Early 2000sthe Contact CenterChanged to IncludeWeb and EmailInteractions with Universal Queue

Interacting withCustomers Movedfrom the Traditional Call Center to a

MultichannelContact Centerwhere Agents HandleMultiple Channels

Cincinnati, OH

ICMPG

E-Mail/Web Server

Newark, NJ

Denver, CO

ICMPG

ICMCallRouter

210 Agents186 Talking24 Avail92% Util.3 Chats4 Web

PSTN


610 Agents560 Talking50 Avail0 Queued91% Utilization5 E/3 C/4 W

200 Agents185 Talking

15 Avail91% Utilization5 Emails

ICMPG




Newark, NJ

Denver, CO

IP CommunicationsAl lowed Contact Centersto Use the Power ofIP to Locate TheirAgents Anywhereand To Bring in NewAppl ications FasterUsing Standards-Based

Interfaces and Protoco ls

Calls Queue in theNetwork and OnlyAre Sent to AgentsWhen They Are Available

Virtual Agents

ICMPG

210 Agents186 Talking24 Avail92% Util.3 Chats4 Web

200 Agents185 Talking15 Avail91% Utilization5 Emails 200 Agents

185 Talking15 Avail91% Utilization

610 Agents560 Talking50 Avail0 Queued91% Utilization5 E/3 C/4 W

E-Mail/WebServer

PSTNInternet

VoIP

WAN

ICMCallRouter

IP-IVRsIP-IVRs

ICMPG


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131313 2004 Cisco Systems, Inc. All rights reserved.VVT-1N109589_04_2004_c1 131313

TYPES OF CONTACT CENTERS



Contact Centers Designs Are Motivated byTheir Type or Purpose in the Organization

BalancedSelf Serviceand Web Good Toolsto Teach Customers

LimitedCustomersWant Live Agents and

Can Up Sell More

Self Service

BalancedCustomersWill Wait for SupportMinimizeDont Wantto Lose OrdersQueueLength

Fewer Agents/Higher Skilled

More Agents/Lower Skill

Staffing

Provide SupportTake OrdersObjective

Cost CenterRevenue Generating

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Agenda





151515


Caller experience is how your customers are treatedwhen they use your contact center; many organizations usethis concept to shape their customer focused contactcenter strategy

Contact Center Terminology and Concepts

Customer CallsMain Numberfor Company

IVR PromptsCaller forMenu Choices

Press 1for Sales

Call Duration(2 Min., 10 Sec.)

Call Treatment(10 Seconds)

Call Is Routedto an Agent toAnswer the Cal l

Agen t Talk Time(2 Minutes)

Concept: Caller Experience

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Caller segmentation is the process of identifying callers bytypethen providing d ifferent treatment by that type; forexample, giving higher priority to premium callers

Concept: Caller Segmentation

Customer CallsGold Member Line

System Queues Callerat Higher Priori ty (P=7)

Call Is Routed to a PremiumAgen t (5 Seconds)

Customer CallsCustomer Service Line

System Queues Callerat Higher Priori ty (P=2)

Call Is Routed to AnyCustomer Service Agent(20 Seconds)


Service level is a measure of how quick ly calls are answeredby the agents over time and expressed as a percent of callsanswered within a target window, for example:


Concept: Service Level

Customer Callsthe Sales Hot Line

No Agents Available,Call Held i n Queue

Agen t Becom esAvai lable, Gets Cal l

Service Level Window20 Seconds This Call Broke the Service Level

Call Duration(2 Min., 30 Sec.)

Call Treatment(10 Seconds)

Agen t Talk Time(2 Minutes)

PleaseHold

80% of Calls Answered within 20 Seconds

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Average speed of answeris a measure of how qu ickly callsare answered by the agents over time and shows how efficientthe agents are in the call centers

Concept: Average Speed of Answer (ASA)


Please Hold

110 Seconds90 Seconds20 Seconds3


40 Seconds30 Seconds10 Seconds1TotalTalk TimeQueue TimeCall #

ASA: 25Seconds


Average handle time is a measure of how long agents spendon each contactit includes both the talk time with thecustomer and any wrap up time after the call is over

Concept: Average Handle Time (AHT)


Talk Time Wrap-Up Time




TotalWrap-Up TimeTalk TimeCall #

AHT: 113Seconds

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Concept: Agent Occupancy

95.83%

73.08%

75.93%Occupancy

1 H, 30 M

1 H, 15 M

0 H, 15 MBreak Time

2 H, 10 M5 H, 30 M8 H, 00 M3

1 H, 30 M3 H, 15 M6 H, 30 M2

0 H, 15 M3 H, 10 M4 H, 30 M1Wrap-Up TimeTalk TimeLogin TimeAgent

Agent occupancy is a measure of how busy agents arehandling con tacts; it is usually shown as a percentage of theirtime used actually handling contacts vs. time logged on

Talk Time Wrap-Up TimeAgent Login Agent Break Time

Agent Occupancy

Login Time

Break TimeAvai labl e Time


Workforce management is the staff planning and forecastingthat is done to determine the correct number of agentsrequired to meet the projected call load for a call center; ituses historical metrics like agent occupancy, handle time,wrap up as well as projected call volumes to plan for staffing


These Calculations Can Be Automated with Workforce ManagementSystems that Use Real-Time Data from the Contact Center

Concept: Workforce Management

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Inbound contact centers accept calls and contacts fromcustomersthe customer initiates the contact

Outbound contact centers call the customer directlythey initiate the contact with the customer


These Contact Types Can Also Be Blended so AgentsCan Take Both Inbound and Make Outbound Calls

Based upon Act ivity in the Contact Center

Concept: Inbound vs. Outbound


Outbound predictive dialing allows contact centers to makemultiple outbound calls for each agent because not alloutbound calls actually get to a live customer


Concept: Outbound Predict ive Dialing

Busy SignalCall Back Later

Ring to Voice

Mail Call BackLater

Rings to CustomerConnect to Agent

Predictive Dialer

Avai lable Ag ent

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Speech-enabled self service provides a higher level ofinteraction with the caller using an IVR with AutomaticSpeech Recogni tion (ASR) and Text to Speech (TTS)


Concept: Speech-Enabled Self Service

Thank You forCalling Helpful

Air lines, How Can IHelp You Today?

Ok, Your Flight 928 fromChicago OHare Is

Delayed until 8:30 PM. IHave an Earlier Flight at4:55 PM, Would You L ike

to Try That?

Is My FlightNumber 928 to

London on TimeToday?

QRY*XX928*STA

QRY*ORD^LHRXX928^ORD:SCH18:35:ACT20:30:LHR:SCHXX958^ORD:SCH16:55:ACT16:55:LHR:SCH

Let Me Check


CTI: screen pop is computer telephony integration with dataabout the caller being presented to the agent with the call;this data saves time with the caller, plus can be used toshorten the wrap-up time


Talk Time Wrap-Up Time

Enter Your 16-DigitAccoun t Number

and Press #

Hello Mrs. Jones,Can I Help You Make

Your Payment of$23.50?

QRY*BAL*1234553299323233BAL*1234553299323233^542.12

^PMT23.50:DUE081504:JONES,DONNA

Concept: CTI: Screen Pop

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CTI: third-party call cont rol is computer telephony integrationthat allows the agent to use their computer screen to performcommon phone functions, like conference and transferwithout touching the phone; saves time for the agent andallows them to keep their focus on the computer screen,not the phone


Concept: CTI: Third-Party Call Control

Agent #1

Agent #2Can I Talk to a

Mortgage Officer? Of Course, Let MeTransfer You Now

Mrs. Jones, HowCan I Help You?


Email management is the contact routing solution for emailsfrom your customers; email can have an auto reply to setcustomer expectation (service level) and tracked to ensureagents reply to customer requests


EmailManager

To:[email protected]

Aut o Reply

Agen t #1

Agen t #2

Agen t #3

Concept: Email Management

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Chat allows the agent and customer carry on a textconversation using their web browser, agents can use standard responses and even have multiple chat sessionsat once with multi ple customers to be more productive


Concept: Web Contacts: Chat


Web call back is a function you can add to your web siteto offer live assistance to users of your web siteallowing them to talk to somebody to help themcomplete an order or find information on your web site


Concept: Web Contacts: Web Call Back

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Cobrowsing allows the agent and customer to both share thesame web page on your web site, allowing the agent to pushpages to the customer and help them find items on the website and place their order directly


Concept: Web Contacts: Cobrowsing


Universal queue is the blending of multiple contact channelsto a group of agents, based upon their ability and skill p rofile;having one routing engine to apply business rules to thecontacts for the organization


Agen t Pool

Web Chat, Call Back,Browsing

Voice Call

MultichannelRouting

Universal Queue

Concept: Universal Queue

To:

sales@cis

co.com

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A cost centercontact center might have the callerperform their own caller identification in an IVRprompting for a contract number and case numberbefore sending the call to an agentsaving the agenttime with CTI screen pop data


Customer CallsTech Support

System Prompts for Contract/Case ID and Prov ides FAQ Helpin Queue for Self Service

Agent Gets CTIData with Call

Type of Contact CenterRevenue vs. Cost


Web and voice contacts need immediate assistance,email can be queued and responded to later whenagents are free


Type of ContactEmail, Voice, or Web

Agen t Pool

Web Chat, Call Back,Browsing

Voice Call

P1 = VoiceP2 = WebP3 = Email

MultichannelRouting

Universal Queue

To:

sales@cis

co.com

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Customers on your web site might be in a better placeto be helped than a voice caller who cant get to yourFAQ and online documentation links


Type of ContactVoice vs. Web

Voice Call

Web Call-Back Request

P1 = Web Call BackP2 = Voice Call

Call RoutingEngine

Agen t Pool


Calls to your company on toll-free numbers cost yourbusiness money, even when they sit in queue; these canbe routed to agents faster than toll or local numbers

Type of ContactToll-Free or Toll-Based


Toll-Free Voice Call

Toll Voice Call

P1 = Toll -Free (800)P2 = Toll (Local)

Call RoutingEngine

Agen t Pool

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Calls from your best customers should be given prioritytreatment, either by giv ing them their own number to dialor by prompting for an ID number to give them priority


Customer CallsGold Member Line

System Queues Caller atHigher Priori ty (P=7)

Call Is Routed to aPremium Agent(5 Seconds)

Customer CallsCustomer Service Line

System Queues Callerat Higher Priorit y (P=2)

Call Is Routed to AnyCustomer ServiceAgen t (20 Seconds)

Type of ContactVoice with Caller Segmentation


Maximize agent occupancy65% of the costs o f a contact center are the agents

Goal: cost savings

Reduce customer wait timesMajority of calls abandon within the first 31.2 seconds

Goal: customer satisfaction

Reduce operating costsTelephony charges account for 25% of costs

Goal: cost savings


Most Contact Centers Employ a Mix of TheseStrategies Across Their Contact Centers, withthe Key Objectives:

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Agenda





434343


Future of Contact Centers

IP-enabled technology Is the future ofcontact centers.

Drew KrausPrincipal AnalystGartner

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In less than three decades, contactcenters have moved from simple nodalvoice systems to tightl y integratedmultichannel vo ice, web, email contactmanagement solutions

Whats next?

IP communicationsIP allows for fulllocation independence, agents are nolonger bound bythe call center but can be anywhere onthe IP network; IP also makes it easier tointegrate business applications and

databases to put information at youragents fingertips andmake them more productive



Whats Next?

More personalized contactunderstanding your customers needsand not only answering his contact butgetting him to the right personin thecontact center or any know ledge workeranywhere in the organization

In todays world, cont acts are handledfirst by a generalist in a call center,then escalated to a specialistwhat if

we could use what we know about thecustomer to get them in contact withthe specialist on the first contact?

Knowing who your customers interactwith can make it easier to makethese connections

464646

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494949 2004 Cisco Systems, Inc. All rights reserved.VVT-1N109589_04_2004_c1 494949

ASSOCIATED SESSIONS


Associated Sessions

VVT-2011Internet Service Node for IP Contact Centers

VVT-2012Troubleshooting IP Contact Centers

VVT-2013Designing IP Contact Centers: Resources,Servers, and Bandwidth Provisioning

VVT-2014Centralized and Distributed Deployment Models

for IP Contact Centers

VVT-2015IP Contact Centers: Clustering over the WAN(High Availability and Resiliency)

VVT-1T01Designing an Enterprise IP Telephony Network

For Additional Information PleaseAttend the Following Sessions:

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