How to Leverage Skype in Call Centers

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How to Leverage Skype in Call Centers

• David Tang VoSKY VP of Global Marketing

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Skype Has Emerged as a Dominant VoIP Player

• Skype - subsidiary of auction giant eBay
• Worlds larges VoIP Community with over 338
  Million registered users
• 30 are already using Skype for Business
• 95 claimed to be saving money
• 80 claimed to be increasing productivity
• Over 100 billion minutes of Skype-to-Skype calls
  (Feb 08)

338M Users Cant Be Wrong!!!
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Why Skype?

• Disruptive Peer-to-Peer Technology
• No single point of failure
• Capacity scales with demand
• Market Leader in Call Quality
• Leading voice engine technology with
  sophisticated audio processing techniques
• Intelligent network routing and management
  techniques to reduce latency and improve call
  quality
• Seamless NAT/Firewall Traversal
• Works behind a majority of NAT/firewalls without
  special configurations or equipments
• Call Security
• All calls are encrypted end-to-end using 256 bit
  AES encryption (Advanced Encryption Standard)

Depending on the speakerphone, Skypes voice
quality can be higher than a conventional
phoneBusiness Week
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How to Skype-enable a Call Center?
PBX/Call Center Platform
PBX to Skype Gateway
T1/E1/SIP
BroadbandConnection
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Enhanced Skype Applications for Call Center
WebClick2Call
GlobalDID
SkypeRemoteAgent
SkypeTrunking
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VoIP Call Center Skype Remote Agent

• Skype Remote Agent
• Innovative call center application that
  integrates Altigens ExtensionAnywhere feature
  with VoSKY Exchange Skype client software
• Benefits
• Route calls for Free to remote agents via the
  scalable and reliable Skype VoIP network
• Cost-effectively add remote agents
• Leverage the Free Skype client for enhanced voice
  quality over the public Internet

Remote Skype Agents
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VoIP Call Center Web Click2Call

• Web Click2Call
• Web 2.0 application that seamlessly integrates a
  companys Website to its Call Center solution to
  enable real-time communication
• Benefits
• Optimize a companys Website for lead sales
  generation
• Improve customer service with instant customer
  interaction
• Reduce toll free/8XX costs

Inbound Sales Reps
Click
Website Visitor
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VoIP Call Center Skype Trunking

• Skype Trunking
• Ultra cost-effective VoIP trunking solution
  leveraging low cost SkypePro (domestic flat rate
  plan)
• Benefits
• Reliable, high quality VoIP calls
• No contracts or setup fees
• Save 90 on US/Canada calls

Outbound Telemarketers
Sales Prospects
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VoIP Call Center Global DID

• Global DID
• Global Direct Inward Dial (DID) solution that
  allow call centers to have local access numbers
• Benefits
• Enables companies to expand their market presence
  to target additional customers outside of their
  city, state or country
• Allows businesses to offer a convenient local
  access number for their customers to call
• Helps companies reduce their toll free/8XX
  telecom costs

Call Center in India
UK Customer
US Customer
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www.vosky.com