Technology Scenario

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Technology Scenario Building Blocks for the ITES
industry
2
Enterprise NeedsWhy Are They Globalizing Contact
Centers and BPO?

• Need for more agents within budget
• Multichannels are increasing interaction volumes
  and handle times
• Some industries are reaching diminishing returns
  for self service
• Financial realities demand more direct
  interaction at lower SGA costs
• Reducing cycle times with efficient 24x7
  operations
• Need to serve global customer base B2B and B2C
• Desire for multiple locations to assure business
  continuity
• Access to skilled, motivated labor
• College educated, retainable, career seeking,
  affordable
• Developing markets can deliver 30 operating cost
  reductions

3
Achieving Business Imperatives
Leveraging Applications and Infrastructure to
Create a Virtual Enterprise from your
Decentralized Operations

• Contact Centers Configured into a Virtual
  Enterprise
• Branch Offices and Remote Agents Leveraged as
  Part of the Virtual Enterprise
• Leverage Off and Near-Shore Contact Centers

4
Matching Technology to Business Progression
Basic Call Handling
Multi- Media Channel Center
Quality Service
Location Neutral
Function- Neutral
Media- Neutral
Exploitation
Consolidation
Containment
Contact Center
Call Handling
Call Center
Basic PBX

IVR,CTI, Skill Based, WFM
Scripting, Apps, QA
Network Routing, Remote Agents
Universal Queuing Web ,VoIP
Front/Back Office Integration
BPR, Change Knowl Mgmt
ACD, Queuing Agent pool
Technology

Efficiency reporting
Advanced Routing Improve Service
Exploit Customer Information
Support Global Business, Resilient
Choice Of Media
Organized for Customer Control Metrics
Customer Life Cycle Behavior Model
Call Handling
Capability
C
Enterprise Type
B
A
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..while addressing Key Challenges as
you Globalise your Contact Center.

• Scalability , Reliability
• Predictive Routing
• Multi-Site True Virtual Operations
• Disaster Management Capability
• Integration Interoperability
• Business Intelligence
• Performance Management
• 24/7 , 365 days support

6
Deployment Models in support of Global contact
centers
Solutions that span current and future needs and
requirements
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IP Agent and Hardphone Course of Action 1
Avaya Call Mgmt System
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IP Agent and Hard phone(Course of Action 1
)
DISADVANTAGES
ADVANTAGES

• Application performance (CTI, QA, Reporting) may
  be degraded by WAN transmission requirement
• Each E-1 / T-1 is 34 less efficient than with 8x
  Trunk Compression the current best practice due
  to efficiency and high bandwidth cost
• Precise desktop applications BW planning
  required to ensure voice quality and fast access
  failure to do so may require VLAN and sub-optimal
  efficiency

• Fast deployment for piloting
• Easy to tear down
• Centralized

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Peer to Peer with Compression Course of Action 2
UK Network
Transfer Connect
IVR
Direct from Network Compressed Trunks
AV SS7 NCR
IPLC T1 or E1
8x Voice Compression Mux
8x Voice Compression Mux
Avaya ACD (TDM)
Avaya ACD (TDM)
(Dual redundant DCS Clear Channel 64k Links
Router
Avaya IC 6.0
UM
Router
CMS
CV Network Report
CMS
Blue Pumpkin WFM
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Peer to Peer with Compression Course of Action 2
DISADVANTAGES
ADVANTAGES

• Prepares for application scale and complexity
  optimizes for greater than 500.
• Has committed application expertise offshore
• Most flexible deployment-Allows for far side
  routing options
• Minimizes outages due to multiple redundancy
  options
• Can be single queue FIFO just as with Single
  Switch as well as direct to offshore queue

• Multiple Systems
• Higher initial equipment cost
• Requires project management of offshore
  installation

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Distributed Server Architecture Course of Action
3
12
Distributed Server Architecture with Global IP
POP
UK Network
Avaya Call Record
Avaya UM
Avaya C.M
IPLC
Gateways 600/G700
AvayaTM IC 6.0
Router/Mux
Router/Mux
IVR
CMS
CTI
AvayaTM IC 6.0
Avaya Operational Analyst
WFM
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MODELS TO ADDRESS DIVERSE NEEDS
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Technology Blue-Print
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P2P Distributed Architecture with an Integrated
Routing Solution..
ACD 2
Network Operations Center Dallas, US
Dialer
Logger
IPLC
Gurgaon, India
Central ACD
IPLC
IPLC
QA with Centralized Storage
ACD 3
Application Server/Db/ Central WFM
Central MIS/ Real Time Alerting Messaging
Logger
Manila,Philippines
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Capable of handling Multi Channel , Multi-Vendor
Environments
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(No Transcript)
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.with Intelligent Predictive Routing at
WorkSeeing the future
5 seconds
5 seconds
5 seconds
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..Making the Right Agent Available at the Right
time across Multiple locations.
1. Consider skill 2 adjust by 0
2. Consider location 2 adjust by 10
3. Consider location 3 adjust by 30
4. Queue to Best
Site 1PWT 33 seconds Site 2 15 seconds 10
seconds 25 seconds Site 3 30 seconds 17
seconds 47 seconds
Call Queues to Gurgaon
Gurgaon
Manila
1. Consider skill 2 adjust by 0
1. Consider skill 2 adjust by 0
2. Consider skill 3 adjust by 0
2. Consider skill 3 adjust by 0
3. Reply with Best
3. Reply with Best
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.ensuring interoperability in a Multi-Vendor
Environment
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With one View of CRM Analytics across Voice
,email chat ,sites

• Integrated Data Model
• Data Storage and Management
• Business Intelligence
• Query Reporting
• Crystal Reports, Cognos Impromptu
• OLAP
• Cubes, Cognos PowerPlay
• Analytical Software
• Data Mining, specialized algorithms
• Analytical Applications
• Campaign Management
• Personalization, Web Analytics

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..With advanced visualisation Presentation
capabilities for Decision Making
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While Measuring Agent Productivity and
optimising Staffing and Quality Parameters
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Delivering the Balanced Scorecard
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That coaches the Right people with the Right
Content at the Right Time
To the Right People
At the Right Times
The Right Training
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And solving the Staffing Puzzle in a
Multi-Skill Multi-Channel ,Multi-Site Contact
Center
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With Real Time Alerts flashed at the NOC and
remote sites to take timely action
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..And does so seamlessly regardless of the
architecture Switch/Server Based
Network Operations Center Dallas, US
Gateways 2
Dialer
Logger
Gurgaon, India
Central ACD
QA with Centralized Storage
Gateway 2
Application Server/Db/ Central WFM
Central MIS/ Real Time Alerting Messaging
Logger
Manila,Philippines
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Thank you
The paper is prepared by TATA Telecom