The Benefits of IP in Your Contact Center

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The Benefits of IP in Your Contact Center

• February 22, 2007

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Agenda

• Introduction
• Market Trends
• Verizon Leadership
• Internetworking Benefits
• Application Examples

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Contact Center TransformationDefinition
Driving operational and technology changes to
impact the bottom line by enhancing the customer
experience

• The key technology change is IP Enablement
• The key operational change is the move to
  outsourcing

The contact center market exceeds 30B and will
grow by 70 through 2010. IDC
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U.S. Agent PositionsTDM vs. IP, and CPE vs.
Hosted

• Agent positions supported by TDM will decrease at
  a CAGR of (7.2)
• Agent positions supported by IP will increase at
  a CAGR of 36.1
• IP will support 32.2 of U.S. agent positions by
  2009

• Agent positions supported by CPE will decrease at
  a CAGR of (3.0)
• Agent positions supported by Hosted will
  increase at a CAGR of 53.0
• Hosted solutions will support 10.7 of U.S. agent
  positions by 2009

Source Datamonitor, Contact Centers in USA
(Databook), 2006
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Contact Center TransformationBenefits

• IP Enablement
• Integrating disparatework forces
• Reduced network cost
• Simplified application integration
• Smooth migration from TDM

• Hosting and Outsourcing
• Integrated solution provides economies of scale
• New technologies drive first- call resolution
  with lower cost
• Predictable cost structure
• Reduced CapEx

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Contact Center TransformationIP Enablement
Benefits

• Traditional Contact Center environments depend on
  TDM communications networks and IT-Applications
  which were developed separately and are supported
  by proprietary APIs that limit functionality and
  innovation
• Technology and standardization are enabling use
  of new open standards at all levels to reduce
  platform and vendor independence and facilitate
  decisions and support of business requirements
• IP has emerged as the leading technology to
  support both, communications and IT-applications
• IT and communications are integrating as
  multimedia
• Since IT and communications are extensible to
  virtual space they are including automation,
  multi-language support, global presence, 7x24
  coverage, remote agent, etc.

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Contact Center TransformationIP Customer Benefits

• Operationally and cost effective foundation to
  support business strategy
• This technology can enable a different business
  process.. If your job is to take care of
  customers, this is a technology for you
• There are operational and cost reductions in IP
  Telephony, but don't go at this through the lens
  of saving money. Instead, lay the foundation to
  drive business strategy
• The real value of IP is not cost reduction, but
  how it changes the business
• Business productivity is what you have to focus
  on. You get more bang for your buck by focusing
  on productivity than cost reduction

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Contact Center TransformationVerizons Leadership

• Market-leading service portfolio
• Intelligent services
• Multiple service delivery options
• Comprehensive servicemanagement
• Solutions consulting and professional services

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Verizons Internetworking Services

• Why settle for a Voice Gateway service for PSTN
  to IP connectivity, when you can get seamless SS7
  and IP internetworking and a complete inbound
  solution for your Contact Centers with Verizons
  IPTF and IPIVR..
• Seamless internetworking a single-call service
  with end-to-end (PSTN-to-IP) accountability and
  carrier-grade scalability.
• Complete solution the capability to handle TDM
  and IP connectivity and transfers homogeneously
  with intelligent Toll Free routing including IVR
  treatment, standards-compliant SIP signaling and
  robust IP security features.
• Operational improvement s that eliminate or
  reduce process change regardless of technology
  platforms
• Contact Center Transformation at the customers
  own pace
• Verizon service the customer support thats
  proven to keep your service going and saves
  staffing costs

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Call Flow
Verizon SCP/INCP
TFNM
1. Customer defines route plan within Toll Free
Network Manager with an IP termination.
9.The logic within the service controller will
resolve the assigned token back to the info
temporarily stored.
5. Verizon SCP returns a termination
switch/trunk along with the assigned token value
to the Class 3 switch.
4. Class 3 switch will query the Verizon SCP for
routing instructions on the Verizon-owned 8xx
number. Customer has termination assigned with
an IP termination. Info about customer and SS7
signaling is stored in temporary database and a
token value for info is assigned.
10. Information temporarily stored in the PSTN
will be returned to the SIP Service Controller.
Info includes Originating Switch/Trunk, Intended
URI for termination and Originating Line
Information.
SIP Service Controller
6. Class 3 switch routes the call with the
information returned from the SCP to a network
gateway into the IP network.
11. The service controller will formulate a
new SIP message with the intended customer URI
and sends it back to the IP network.
8. The network routes the SIP message to
Verizon service controller
PSTN
Class 3
Class 5
3. 8xx call is sent from the Class 5 switch with
calling party number.
2. User places a PSTN 8xx call.
SIP Phone
Gateway
13. The IP network will route the call to the
intended customer termination.
7. The network gateway formulates a SIP message
with the calling ANI and Called (assigned token)
party numbers.
IP Network
12. The network will query a DNS server to
resolve the intended customer URI termination.
DNS Server
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Verizons SS7-IP Internetworking Service

• One-call (ANI-to-URI) service instead of a Voice
  Gateway environment that effectively answers PSTN
  calls and re-originates them as IP
• Single point of contact for PSTN origination to
  IP termination call service and troubleshooting
• End-to-end QoS instead of a Toll Free SCA and an
  IP QoS that add expense and delays in large
  enterprise networks
• SS7 to IP Signaling, and UUI enhancements, that
  improve connectivity and compatibility of data
  delivered with each call and through multiple
  transfers
• Continued support of existing Call Routing Plans,
  including most advanced Toll Free Features, to
  facilitate smooth migration for inbound contact
  centers
• SIP Refer Transfers (unattended) that are more
  cost effective than network-based transfers and
  use Out-of-Band signaling instead of in-band DTMF
• Native IP networking to extend IP CPE and
  application benefits
• Seamless call treatment and transfers for both IP
  and TDM terminations
• Carrier-Grade network call treatment and routing
  capacity

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IP Toll Free (IP TF) Product Description

• IP Toll Free extends the capabilities of Verizon
  Business Toll Free service by converting
  traditional PSTN-originated Toll Free calls to
  RTP streams and using SIP signaling to terminate
  calls to SIP enabled devices connected IDA and
  PIP Terminations.
• Carrier-grade internetworking service between
  PSTN and IP applications.
• Single-call and end-to-end SLA/QoS for Toll Free
  calls to SIP end-points.
• IPTF Supports the same Advanced features of VZB
  Toll Free Service, such as percentage allocation,
  TOD, PCT, DOW, etc. and make it possible for
  customers to migrate without having to recreate
  their call routing plans.
• ICR - Gateway real-time customer-drive call
  routing using Cisco ICM and Genesys
• The Verizon Business IP TF solution delivers a
  carrier-grade alternative to Customer-owned VoIP
  Gateway implementations used today.
• Network-level Gateway flexibility, better
  scalability and minimal usage-based cost.

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IP Toll Free (IP TF) Features Benefits
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IP Interactive Voice Response (IP IVR) Product
Description

• IP IVR provides customizable treatment, routing
  and transfers for IP Toll Free (IP TF) calls that
  allow seamless internetworking between IP or TDM
  Customers Contact Centers and the Verizon
  Business SS7 (PSTN) and IP Networks. The key
  benefits are
• Network-level IP IVR functionality
• IPIVR provides call-handling savings by
  pre-processing calls in the network before they
  tie up CPE and agent resources.
• Native IP IVR functionality extends the
  application capabilities of a customers IP CPE
  particularly for multiple contact centers.
• Hybrid Call Processing
• Seamless call treatment, routing and agent
  transfers across hybrid, TDM and IP enabled,
  contact center locations.
• Unifying access to all agent and information
  resources that allows customers to migrate to IP
  at their own pace while continuing to deliver the
  highest service levels.
• IP IVR is tightly integrated with PSTN and IP TF
  and provides single-call treatment and end-to-end
  QOS (Quality of Service) whether calls terminate
  to TDM or SIP enabled locations.

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IP Interactive Voice Response (IP IVR) Features
Benefits
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Contact Center TransformationWho Needs it?

• The financial services company who is interested
  in cost savings and particularly focused on the
  replacement of Network Transfers with SIP REFER
  and Interoperability assurances that emphasize
  SIP interfaces and certification of SIP-enabled
  vendors (ACD, PBX, VXML, etc.)
• The Travel Services Company with 30 contact
  centers worldwide, including outsourced
  locations, who has developed a 5-year Vision and
  is eager to deploy a pilot or limited release
  SIP-enabled Toll Free solution with the carrier
  that is ready to deliver full functionality.
• The Electronics Manufacturer who is preparing an
  RFP to better address contact center issues that
  include Service Quality, CPE infrastructure
  limitations, support for established India
  contact centers as well as cost savings and
  disaster recovery.
• The Internet Service Provider who has invested
  heavily in ACD and Intelligent Call Routing (ICR)
  infrastructure that is not yet depreciated and
  needs to realize cost savings without loss of
  functionality and focused on transport/network
  savings --not TCO or soft dollar savings.

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Thank you