1

What Does SIP Bring to Your What Does SIP Bring to Your Customer Experience ?Customer Experience ?

• Extend VoIP and IP Contact Center values through support of SIP

o Media and location independent support of multimedia agents anywhere on any SIP enabled device

o Support new and emerging communications channels (e.g. Video, 3G Wireless Video, 3G Wireless Chat and IM)

• Open standards and architecture embraced by all major communications and application vendors

• Presence-enabledo Improves management capability of network-wide agent

resource poolo Allows significant enhancement in customer service offering

to customers with presence-enabled SIP clientso Takes customer experience to the next level

2

Advantages Provided by SIP to Customers

• Optimizes treatments based on customer’s deviceo Voice onlyo Video enabled o Instant Message

• Escalates services based optimized treatmento Start by automated IMo Escalate to live agent IMo Escalate to voice …. then videoo Full application sharing and collaboration

• Provides integrated customer user interfaces o Click to Call SIP Enabled Web Pageso Outlook and other Microsoft SIP

enabled plug-ins

3

Advantages Provided by SIP to Employees

• Optimizes desktop :o Single user interface for Voice, Video, IM, etc.

• Offers “Agent Anywhere”o Agent can register and be found anywhere …

as can Supervisoro Leverage SIP Presence

• Provides advanced Agent to Supervisor Functions o Agent Whisper/Observe – using Voice or

Instant Messaging or both.o Agent, Supervisor, customer collaboration –

full multi-media collaboration over IPo Agent Greeting, Call Recording etc. all

delivered seamlessly via optimized IP Conferencing model

4

Advantages Provided by SIP to the Owner and Administrator

• VoIP values extended• Standards based interface protocol

o Greater 0penness – o Firewall and NAT management.o Other application integration using same infrastructure o Media Services Deployment moving to standards (VXML and

CCXML).• Distributed Services and Admin

o Agent, Supervisor, Gateways and Application anywhere on the network.

o True unified networking and Contact Center reporting.o Unified employee desktop.

• Resiliency, Redundancy and Load Balancing

…. And more

5

What Do Web Services Bring What Do Web Services Bring to Your Customer Experience to Your Customer Experience

?? • Make it easier for an enterprise to Web-enable applications • Enable an application to be written once and then run

anywhere – so one application can be reused, saving development time and money

• Offer a more dynamic environment because it’s easier to change things and create services and respond very quickly to changing customer needs

• Connect more easily with event-driven applications such as CRM allowing the seamless interoperability required for a superior customer experience

6

Web-Centric Model Helps Optimize Applications

• Open standards-based approach using VXML, CCXML, J2EE. .NET and Web Services

• Web application model for speech

• Simplified and accelerated VXML application development and debugging

• Re-use of application business logic and host integration

EnterpriseEnterpriseApplicationsApplications(CRM/ERP)(CRM/ERP)

Customer Customer DatabaseDatabase

Development Development ToolsTools

ApplicationsApplications (J2EE/.NET)(J2EE/.NET)

Media Media ServersServers

Libraries Libraries Web ServicesWeb Services

Cus

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Con

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APP

SA

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ContactContactCenterCenter

VXML / CCXML / SALTVXML / CCXML / SALT

7

Application for Service BureauCustomer of important client has serious service issue and client manager must be notified ASAP.

Presence identifies that wireless PDA is on and

instant message is sent.

“Important client

issue!”Client manager is

traveling and not logged into contact center

Team in office and contact center

collaborate with client manager to solve problem.

Client manager calls client with complete solution resolution.

Client manager logs in securely from airport

wireless access zone for full participation.

8

What’s on the Horizon?

The phone (or gadget) as accessory

Spoogle takes you anywhere

Spoogle concept thanks to FutureWorld.

9

You Have Lots to Do – Where Do You Start?

• Understand what happens from your customer’s point of view

• Define your customer experience strategy• Identify objectives and how to measure them• Assure staff has appropriate skills,

knowledge, attitude, power and rewards• Create linkages across your business• Start again

10

A Seamless Customer Experience Drives Success

• Support profitable , loyal customers

• Offer tools for knowledgeable, effective employees

• Innovate for growth• Optimize operations• Minimize risk