Corporate PowerPoint Template

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Unified Desktop Selection Implementation
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Agenda

• Atos Worldline (former Banksys)
• Contact center challenges
• Unified desktop
• Selection process
• Project Status today
• Conclusion
• QA

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Agenda

• Atos Worldline (former Banksys)
• Contact center challenges
• Unified desktop
• Selection process
• Project Status today
• Conclusion
• QA

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Mission Statement Debit Retail payments basic
service Market
Core business
Complimentary business

• Developing technology-based solutions
• Technology and innovation well-considered
  niches
• Profitability
• Markets
• National part of core business
• Abroad

• Providing inter-Bank services for retail EFT
• Every form of EFT (debit, credit and purse cards,
  other technologies)
• Customers Banks and their clients (merchants
  and cardholders)

End-to-End
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Solid experience as a first mover in electronic
Payment Industry
Proton
SIS-kaart
1995 Creation of Proton e-purse system
1997 Consolidationof Proton and BC/MC on Bank
cards, using a chip
1997 Software to read SIS-card on our terminals
1989 Banksys is founded through a merger
Bancontact/ Mister Cash
1986 Compatibility Bancontact Mister Cash
80-86 First terminal in Pump/ Distrubution/Retail
market
77-78 Fondation Mister Cash Bancontact
ATOS Logo
2000 First Java-based desktop terminal
C-ZAM/SMASH
2006
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Agenda

• Atos Worldline
• Contact center challenges
• Unified desktop
• Selection process
• Project Status today
• Conclusion
• QA

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Contact Center Objective Facts

• Multichannel Administrative Technical support
  for Merchants and Cardholders
• Fact
• 120 Seats
• 1.700.000 calls/year
• 24/24 7/7
• Services
• Strict availability SLA
• Complete unavailability Max 15 minutes
• CTI Availability99,85
• Infrastructure
• Genesys CTI Genesys Voice Portal Telephony
  MD110

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Agenda

• Atos Worldline
• Contact center challenges
• Unified desktop
• U D Selection process
• U D Project
• Conclusion
• QA

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Unified desktop

• 2005 Study Contact Center roadmap
• Goal Scan Contact Center Infrastructure service
  
• Outcome
• Internationalization
• Infrastructure Voice Portal Multi media New
  Unified Desktop Reporting
• 2006 Study Unified Desktop
• Goal
• Provide a holistic view on the back-end data
• Guide call agent during a call
• Build up a flexible application (support) model
• Provide integration at CTI level
• Define the project scope, planning and phasing
• Provide cost (investment, one-time cost and
  recurrent cost) compared with budget
• Outcome

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Agenda

• Atos Worldline
• Contact center challenges
• Unified desktop
• U D Selection process
• U D Project
• Conclusion
• QA

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U-D Requirements - Evaluation
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Unified Desktop Scoring

• Completeness of the product
• Allow Standardization Multimedia Functionality
  Vision
• Technical Openness of the Back-end interface
• Consolidation on the same CTI Infrastructure
• Proven technology in Asia

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Current tool vs EZactor

• Fat client
• No integration
• Highly customized

• Thin client
• Open for integration
• Rich Functionality
• Multi media
• Agent scripting
• Outbound campaign
• Supervisor functionalities
• Reporting
• Workflow Engine
• Standard product

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Agenda

• Atos Worldline
• Contact Center challenges
• Unified Desktop Requirement
• U D Selection process
• U D Project
• Conclusion
• QA

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Architecture Genesys - EZactor

• Integration Architecture

Genesys 7.2
oracle
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Project Participants
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Agenda

• Atos Worldline
• Contact center challenges
• Unified desktop
• Selection process
• Project
• Conclusion
• QA

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Conclusion

• Step approach
• Phase One Basic functionalities implementation
  Quick Wins
• Phase Two Deploy other functionalities
• Tbc
• Status
• EZ ACTOR In Test
• Standard function in line with expectation
• Fast Bug Fixing
• Small European adaptation
• Quality of Development
• Change Management

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Questions Answers
Questions Answers