Welcome!Stands for integration.

Cronus eBusiness Delivers Internet Protocol Contact Center

Solutions

Speaker: Laurentiu Zanca

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Cronus AgendaStands for integration.

Customer Contact Challenges

Why IP ?

IPCC Concept and Elements

Cronus eBusiness Services for IPCC

Why Choose Cronus and Cisco ?

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IPCC –Unified Queue

Multimedia communication platform combining communication via multiple channels at once:

Voice E-mail Voice mail

Faxes Page Sharing, Form Sharing, Application

Sharing

Text Chat Callbacks Outbound Voice

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Advantages of IP

Deploy and maintain one network:Lower cost of maintaining multiple networksScalable

Support multiple channels:Voice, data and videoEnhance customer experience

Rapid deployment of new organization structures and applications:

Enhanced teaming across geographiesImprove individual productivityAccelerate business cycles and revenue streamsRealize IT benefits faster

Location independence:Work-at-home agentsRemote knowledge workersBranch offices

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Why an IP Contact Center?

In a word…Convergence!

Voice Video

Single IP NetworkSingle IP Network

Data

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Swing from TDM to IP Contact Centers

Tendencies

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Cisco IP Contact Center

Proven solution for both enterprise and service provider customers:

Hundreds of installations worldwideTens of different implementation scenarios

Robust fault-tolerant solution:

Scalable solution:25-7000+ agentsVirtual contact centers with multiple sites and peripheralsInvestment protection –pay as you grow

Nosingle point of failureFailure of a system part does not mean lost contact

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Cisco IPCC –Basic Architecture

VoIP Gateway

PSTN

IPIPNetworkNetwork

InternetInternet

CVP

Cisco IPCC 7 Customer Voice Portal

Key elements:

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Cisco Voice Portal Distributed Topology

VoIP gateways distributed

Incomming calls queue at the edge

Calls can be then switched to available Agent / ACD

IPNetwork

Carrier

Carrier

Carrier

Carrier

ACD

ACD

ACD

CVP

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IP Phone Agent Enhancements

Mix and Match, or swap from Cisco Agent Desktop to IP Phone Agent with no charge

Supported as Stand-Alone (no PC required)

Display caller data and queue status

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Analysis of Recorded Calls

Untypical behaviour can be spotted easily

Each block is a single call

Activity in a given date:GREEN = outbound calls

BLUE = Inbound calls

Agent activity throughout the day. For example: RED = claimsVIOLET= creditsYELLOW = depositsBLUE = balance inquires

Reasons can be indentyfied by listening to calls

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IVR – user can access CRM from IVR (self-service)

Routing script – information from CRM used to route the call more precisely

Agent Desktop – agent uses CRM desktop with Cisco IPCC buttons built into it

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CRM Integration

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Emergent Systems, Convergent Networks

Cronus Expertise

CertificationsExpert: Cisco Certified Internetwork expert CCIEProffessional: Cisco Certified Network Professional CCNP, Cisco Certified Security Professional CCSP, Cisco Certified Voice Professional CCVP, Associate: Cisco certified design associate CCDA, Cisco certified network associate (CCNA)Sales: Cisco Sales Expert CSE Terawave (PON )

CISCO

Microsoft Certified System Engineer MCSEMICROSOFT

Specialization/PartnerCisco Premier partner – ongoing Silver auditCisco IP Communication Express specializationCisco Wireless Lan specializationTerrawave VARSolarwinds VARPacketeer

Technology Based

Routing and switching (Cisco)Network management (CiscoWorks, HP Open View, Solarwinds)Security (Cisco, Omnisec)IP communications (Cisco, Telsey)Wireless LAN (Cisco)Passive optical networks (Terawave)

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References

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Thank you!

laurentiu.zanca@cronus.ro

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