CCOD

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• CCOD Why and HowMilano 15th June, 2004
• Iraj REZAIAN
• Regional VP, Southern Europe

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Why CCOD?
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Types of Contact Centers
Premise-Based
Outsourced
On-Demand
Outsourcers can also subscribe to on-demand
services.

• Everything In-House
• Agents
• Technology
• Maintenance
• Complex CTI
• Costly to maintain
• Hard to balance calls among multiple sites

• Hosted Contact Center
• You Manage the Agents
• NSP Manages the Rest
• Easy Integration to Your CRM

• Outsource Everything
• You Manage Nothing(not even the agents)
• Limited Integration to Your CRM

Outsourcers can also subscribe to on-demand
services.
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Benefits to End User

• Capital Expenditure Avoidance
• Focus on Core Business
• Not Managing Technology
• Lower Risk Migration Path to Multi-Channel
  Contact Center
• Capacity Management
• Pay for Actual, not Peak Usage
• Multi-Site Contact Centers / Home Workers
• CCOD is Inherently Location Independent
• Cost Effective Access for Smaller Businesses to
  Large Enterprise Technology
• Ideal Technology for Informal Contact Center

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CosmoCom CCOD Leadership Highlights

• First company to develop a multi-tenant
  multi-channel hosted contact center platform
• CosmoCom technology was used in the first live
  system deployed by a telco
• Largest installed base of systems used by NSPs to
  provide CCOD
• Only specialist in Contact Center On-Demand
  platforms
• Telco grade product
• Standard and open H/W, S/W, protocols,
  interfaces
• Global organization
• Four tier support organization
• CosmoVantage Market Success Program (Industry
  first)
• Utility pricing
• Pay-as-you-go pricing available to our service
  providers

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Service Provider CustomersOffering Contact
Center On-Demand Services
Network Service Providers
Other Service Providers
Marketing Partner
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Production Platforms

• CCOD Services Offered Worldwide by Service
  Providers
• BT Contact Central OnDemand - CosmoCom Siebel
  OD, CIRM On-Demand, available worldwide
• BT Global Services MCC available in Europe, NA,
  Asia
• Bezeq service available in Israel
• Cable Wireless service available in UK
  Caribbean
• Chunghwa Telecom service available in Taiwan
• Deutsche Telekom FreeCall Online available in
  Germany
• ePLDT service available in Philippines SE
  Asia
• EagleACD service available in North America,
  India
• France Telecom Contact Multicanal available
  France, N Africa
• Globecomm CCOD for business continuity
  available in US
• Korean Telecom Contact available in Korea
• NTT-C service available in Japan and other
  Asian countries
• Japan Telecom service available in Japan
• Probil service available in Turkey, Germany
• TeliaSonera - _at_Service available in Finland
• CosmoCom Multi-Tenant CCOD Platform Worldwide
  Share 80

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How CCOD?
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CCOD Architecture Requirements
ACD IVR CTI Server Predictive Dialer E-Mail Management System Live Internet Callers Multi-Channel Recording Reports
Scalability
Resiliency
Secure Tenant Partitions
Resources shared by all tenants
Tenant Self-Administration
Centralized Administration
No premises equipment
SP has Remote Management Monitoring
Works with IP and Circuit Networks
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System Architecture - Hosted
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Design Principles

• All software design
• Multi-tenancy throughout
• Multi-server approach for availability and
  scalability
• No single point of failure
• Cost-effective, off-the-shelf hardware
• Any system software can run on any hardware
  module
• Switchless architecture
• Switching inherent in IP

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CRM Integration

• Basic
• Screen pop on call arrival
• All contact types phone, email, web, PD
• One click outdial from CRM contacts
• CRM-IVR integration
• e.g., VIP, value-based routing
• Advanced
• Single point of admin for CIM CRM
• Integrated statistics and historical reports
• Unified caller interaction history
• Recording, email, chat, self-help, ...

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Contact Center in-a-Box

• IT Managers Fed-up With Too Many Boxes
• All Technologies Naturally Evolve to
  Pre-Integration Unification of Earlier
  Components
• First Step Combine All CIM Functions Into One
  Product
• Multi-channel ACD, IVR, PD, recording, reporting
• e.g., CosmoCall Universe
• Second Step Combine CIM with CRM
• Customer Interaction end Relationship Management
  (CIRM)
• e.g., BT Contact Central

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CIRM Example BT Contact Central
Contact Central includes CosmoCom CIM (ACD, IVR
PD), plus Siebel CRM, plus recording WFM
Open, Standards-based Technology Allowed Easy
Creation of Pocket Contact Central
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Thin Client Agent Integrated with Siebel OnDemand
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CosmoConnectorMicrosoft Contact Center Framework
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Other CosmoConnector Plug-Ins
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Seamless Agent Desktop
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Seamless Admin GUI
Single point of admin for agent creation,
strategy definition,
Single point for IVR and call flow design
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CosmoCorderMultimedia Recording Reviewing Suite

• Browser-based Reviewing Tools for Anywhere Access
• Standard DBs for Easy Integration / Customization

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Manage CCOD
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Platform Management

• Tools and procedures needed
• Initial deployment
• Adding tenants
• Managing the platform
• Managing the tenants
• Upgrading the platform (zero downtime)
• Migrating the tenants (gracefully)
• Experience experience experience

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Tenant Self-Administration

• Browser-based GUIs allow remote administration of
  Virtual Call Center
• Moves, adds, changes
• IVR design
• ACD routing rules
• Dialing plan rules
• Customizable multi-level admin permission levels
• Updates applied in real time and propagated
  system-wide
• Secure tenant partitions
• MS Security Model
• Active Directory
• SP also able to perform on behalf of tenant
  (e.g., for a fee)

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System Management (by Service Provider)

• SNMP Traps Monitoring
• CosmoCom provides monitoring alarming tool
• Published MIB enables Third party monitor (e.g.,
  OpenView)
• Monitoring service provided by CosmoCom to some
  SPs
• Diagnostic Tools
• Configurable Event Loggers
• Network Protocol Decoders (EtherReal Plug-in)
• RTP Decoder Voice Analyzer
• Integration with Windows Performance Monitor
  System Counters
• Capacity Management
• Call Throttling with SNMP Alarming
• O/S Disk Management with SNMP Alarming
• Audit Trail
• CosmoAdmin changes
• CosmoDesigner script uploads
• CosmoConsole access
• Call Detail Records
• All contact types, cradle to grave
• Output format flexibility

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A Carrier-Class Platform

• High Capacity, Scalability Availability
• Carrier Grade, Cost-Effective Platform
• 120,000 Agents Per Single System Image
• Software-Based Design Enables Smooth Scaling
• Five 9s Prescriptive Architecture Has No Single
  Point of Failure
• Comprehensive Multi-Tenancy
• Resource Sharing Secure Tenant Partitions
• Tenant Self-Administration and Centralized
  Administration
• Remote Management and Monitoring
• Extensive Multi-Language Support
• Double-Byte Inherent in System
• Support for Multi-Lingual Agents, Centers
• Easy To Integrate
• More Integration Points Than Legacy Technology
• Enables Seamless CIRM and CIRM-OD
• Backed by a Carrier-Class Company
• Four Tier, 7x24 Software Assurance Program
• SupportNet Support Extranet
• CosmoVantage Market Success Program

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Thank You