Strategic Planning: Why IP in the Contact Center

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Strategic Planning Why IP in the
Contact Center

• RYLAs daily operations emphasize project- based,
  quick ramp up, just in time, high volume
  campaigns
• Requirements for communications infrastructure
  are stringent

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Strategic Planning Why IP in the
Contact Center

• In mid 2007 RYLA engaged on an ambitious project
  to build a new contact center architecture
  without legacy technologies restrictions
• to transition from traditional TDM and analog
  systems to an architecture utilizing VoIP, SIP
  and Web based technologies
• to allow us to support the unique needs of our
  clients and fuel our growth

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Strategic Planning Why IP in the
Contact Center

• Goals of the new architecture
• High capacity infrastructure capable of handling
  thousand of concurrent calls while minimizing
  initial and recurring costs
• Flexible system capable of using a combination
  of traditional (TDM) and emerging (SIP)
  technologies
• Robust architecture capable of supporting remote
  sites and work from home agents
• Flexible infrastructure capable of accommodating
  Soft-phone with integration capabilities to Web
  based applications

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Strategic Planning Why IP in the
Contact Center

• Capable of extending to multimedia applications
  (web, e-mail and video)
• Capable of rapid expansion and leveraging
  software management tools
• Capable of providing integration points to
  leading contact center complementary systems
  (WFM, Recording)

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Strategic Planning Why IP in the
Contact Center

• Resulting architecture uses an innovative
  approach of combining high capacity TDM gateways
  and SIP trunking to provide transport and systems
  redundancy while supporting allocation between
  the 2 transports
• Architecture makes use of readily available
  internet BW and is carrier agnostic on the SIP
  side
• Internet BW provides savings as compared to other
  SIP-based private networks provided by certain
  carriers

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Strategic Planning Why IP in the
Contact Center

• Architecture makes use of DS-3s hand-offs on the
  TDM side
• TDM DS-3 hand-offs provide huge savings in
  carrier recurring charges and system real estate
  as compared to traditional T-1/PRI circuits
• Soft-phone allows tight integration with .NET
  agent platform for scripting and standarization
• Use of soft-phone and USB headsets combo provide
  savings as compared to traditional handsets
• Soft-phone provides for easy deployment using
  standard software deployment tools

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