Adoption of IP in the Next-Generation Contact Center (SIP-02)

1
(No Transcript)
2
Adoption of IP in the Next-Generation Contact
Center(SIP-02)

• The Business Perspective Moving Parts
• John Kelly, RVP Sales, Altitude Software

John.Kelly_at_Altitude.com [phone]
3
INFORMATION ONLY FOR FACILITATOR

• A conference call was held between Altitude and
  ATT resources that will be on the panel. The ATT
  resources will take a more technical approach
  that will focus on infrastructure getting the
  call to the premise. Altitude will be the last
  presenter and focus on the business perspective
  and rolling out and managing an IP contact
  center.
• We assume 5 minutes to get going, 30 minutes for
  presentations and 10 minutes for QA.

4
Transition Your Contact Center to IP
Agenda

• Managing
• Customer Preferences
• The Status of CSRs
• Security
• Latency
• A Unified Interaction Strategy
• Mission Critical Expectations

John.Kelly_at_altitude.com [phone]
5
Intelligence of Customers Preferences

• Collect key variables to segment customers and
  their preferences
• Deploy workflow tools that help capture
  meaningful data with the ability to quickly adapt
  the workflow to business anomalies
• Access to data in real time to drive business
  rules

John.Kelly_at_altitude.com [phone]
6
Manage the Status of Resources

• Phones are now called end points with IP
  addresses
• Data drives events and presence
• Application server monitors events from telephony
  servers
• Understand what is practical to manage remote
  agents

John.Kelly_at_altitude.com [phone]
7
Delivering Customer Interactions Securely

• Understand your internal rules for security
• Different rules for onsite versus virtual
  (remote) agents
• Behind firewalls, VPN access, or internet with
  passwords
• Authentication of users privileges based access
  rules
• Desktop security can agents copy private
  customer data?

John.Kelly_at_altitude.com [phone]
8
Managing Latency

• One size does not fit all fit to the purpose
• Thin client low desktop reqs high bandwidth
  reqs
• Fat client high desktop reqs low bandwidth
  reqs
• Soft phone adds risk of latency and quality over
  hard phones
• G.711 more bandwidth higher quality less CPU
  at TS
• G.729 less bandwidth lower quality more CPU at
  TS
• QoS and CIR what are the trade-offs for remote
  users

John.Kelly_at_altitude.com [phone]
9
Unified Customer Interaction Strategy

• Common Application Server to manage presence and
  rules for
• Inbound voice, Outbound Voice, Email, Chat
• IVR applications or at least integration to pass
  data with transfer
• Common data schema for all interaction
  applications
• Common tools for building and managing apps
• Common desktop application
• Or, a lot of integration work, and re-integration
  work

John.Kelly_at_altitude.com [phone]
10
Mission Critical Business Continuity

• This is a risk management exercise
• Not every point of failure needs the same High
  Availability strategy
• Business resiliency more than technology
  failures
• Change management mitigate human errors
• Find people with a few old T shirts and avoid
  Kool-Aid drinkers

John.Kelly_at_altitude.com [phone]
11
Question Answersjohn.kelly_at_altitude.com847
207 8510www.altitude.com