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January 2005

Shelli FeigenbaumNortel Multimedia Applications

Moving to an IP Contact Center..

Are you ready?

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IP for Your Contact Center?

By the end of 2003, Enterprises were implementing IP Telephony in 9% of their call/contact centers.

That will increase by a factor of five over the next five years, when 45% of all call/contact centers are

projected to use IP Telephony.

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“Prime Time” Solutions?

“Our research shows the market for IP telephony is picking up pace… Users reported cost savings up to 30%, and more important, the ability to add new, standardized features across entire enterprises.”

Joan Huber, InfoTech consultant – survey of 27 users of IP telephony systems

“Call centers will purchase 30% of all Voice over IP products in the

next two years.”

International Data Company (IDC)

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Typical Customer Business Issues for IP Contact Center

√ Need to capitalize on the expertise of a distributed workforce

√ Call hold times and abandoned call rates are increasing

√ Contact center is experiencing a high amount of agent turnover

√ The lack of local skilled resources make it extremely difficult to staff adequately

√ The limited hours of service offered by the contact center are not meeting customer needs

√ Have mobile workers and/or help desk technicians who are suffering from low productivity.

√ Lengthy deployment schedules and implementation delays will negatively impact business success

√ The requirement for a flexible disaster recovery or emergency overflow plan is mounting

√ Managing a large number of moves, adds, and changes has significantly reduced the productivity of telecom support staff

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Extend Contact Center Reach Overcome geographical boundaries Expand pool of available talent Improve productivity Increase flexibility / mobility

Centralize Management Manage remote agents easily Utilize browser-based management

interface Consolidation

Trunks Contact Center

Deliver Flexible Disaster Recovery and Overflow Options

Reduce Costs Send calls over IP networks, bypass toll charges Reduce number of leased lines Converge network

IP in the CC - Why the Excitement? IP Contact Centers Solve Business Issues..

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Before Diving in, Ask Yourself…Sample Qualifying Questions for an IP Contact Center√ How does your company interact with customers?√ Do you use any call centers (contact centers)? What is

their purpose?√ If so, how many and where are they located? √ What types of calls are managed?√ What are your service levels? Have you taken steps to

improve this rate?√ Do you need to extend contact center applications to

agents at remote sites or home-based offices without incurring significant costs?

√ What steps are you taking to control resource costs? Do you need a solution that will enable you to improve service while reducing operating costs?

√ What type of administrative inefficiencies do you currently experience in terms of reporting, routing, and queues?

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1. Understand the business drivers. IP in the contact center is a business decision, not a technology decision. Conduct a network assessment, make upgrades so your network is quality rock solid. Upgrade routers and switches, if needed. Is a separate virtual LAN for voice needed? Network assessments are prerequisites for most vendors.

3. Include testing initially and as an ongoing practice. Test VoIP quality and monitor as your network changes. Continually test for network vulnerabilities as you do for your data applications.

4. Take your time and choose your migration approach, applications, infrastructure platforms and partners wisely.

5. Involve a cross-functional team in the planning and implementation. These applications are so important that this can't be a purely technology-driven event.

6. Keep it (relatively) simple. Minimize the number of vendors, the complexity of your network and the number of

technology platforms, reducing maintenance, management and support.. 7. Don't be cheap.

Make the necessary investments in redundancy, capacity, network testing, resource training and piloting.

8. Be involved. Expect to be an active, hands-on participant. Choose your vendor carefully - pick one that understands VoIP, but don't just rely on it. Build an internal team that understands the network and applications well.

So, You’re Ready….Keys To IP Contact Center Success

By Lori Bocklund, Network World, 05/10/04

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IP Contact Centers: Remember - Create The Right Solution ForYour Business!

One size does not fit all Do NOT adopt incomplete, unproven solutions

Don’t settle for scaled-down functionality with no advanced features

High-value, mission critical applications require telephony-grade or “bullet proof” reliability

Investment protection – inter-working is critical Migrate to IP but minimize business disruption Full IP solution – integration with current network systems

Don’t let the hype be the driver towards VoIP,

let your business needs be the driver!

Don’t let the hype be the driver towards VoIP,

let your business needs be the driver!

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The Foundation of your IP Contact Center:

Comprehensive Contact Center Software Should Provides: Advanced skill-based routing Adaptable call routing and treatment Detailed and meaningful management reports Graphical and customizable real-time displays Easy-to-use intuitive user interface Expanded multimedia contact center functionality and

rich business application integration Customize and personalize call handling using flexible, rich scripting

to exceed customer expectations Enhance the customer experience and manage calls by caller

intelligence or dynamic conditions

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Market Leading CTI Solutions

Unified Agent Desktop

- Single agent interface for the management of all contacts regardless of media

Corporate Software Licensing

- Reduces cost of ownership by centralizing control of software licensing

Integrated Outbound Campaign Manager

Delivers the same real-time displays and historical reporting management tools as used for inbound calls

Scalability Simple Report Creation Universal Networking

- network skills-based routing, reporting and management across a variety of Switch platforms

Resiliency- Local campus & geographic

redundancy with automatic or manual fail-over

Total Cost of Ownership

What else should I look for?

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Differentiating Characteristics

Business Continuity

Lower Operating Expenses

Large Scale Convergence

Carrier Grade

ReliabilityUnmatched Scalability

Investment Protection

Open Platform

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Protecting Your Interests

Business Continuity

Continuous service for mission critical users and applications

Revenue retention and improved customer satisfaction

Disaster and emergency preparedness Shared network resources &

applications

Geographic separation of Call servers Emergency standalone media gateways Applications sharing at the network

edge Dynamic traffic redirection Phone replication across the network

Business Value

Solution

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Improving the Bottom Line

Eliminate reoccurring Centrex charges Transparent user experience Investments protection

Simplified / consolidated managements & administration

Reduce Moves, Adds & Changes cost

Port Centrex telephones devices to Media Gateways

Centralized management with Integrated Element Management System

IP Phones supporting DHCP & self labeling keys

Business Value

Lower Operating Expenses

Solution

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Optimizing Resources

Improved employee productivity Collaborative services Virtual office

Reduced network costs & real estate Converged network for voice & Data Consolidate nodes

Multimedia Collaboration Unified Messaging Flexible Media Gateway Options Ethernet Routing Switch VPN Router security solutions

Business Value

Large ScaleConvergence

Solution

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Exceeding Expectations

Maximum up-time assurance Supports the most demanding

requirements Traffic loading

Meets security and defense requirements

“No sacrifice” converged solution

Open architecture Complete duplication of all critical

elements Port level redundancy Geographic separation &

survivability

Business Value

Carrier Grade Reliability Solution

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Supporting Your Business Growth

Consistent experience across the business

Reduce costs and disparate technologies through network consolidation

Prepared to support unforeseen business requirements

Mergers & acquisitions / expansion

Open architecture 200,000 ports supported 125,000 IP Phones* 200,000 IP trunks* 30,000 ACD agents

Business Value

Unmatched

Scalability

Solution

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Leveraging Your Assets

Maximized Return on Investment with standards based upgrades

Allows migration at your pace where it makes the most business sense

Retain key assets while developing improved business practices

Hybrid or all IP Investment Retention

XA-Core Applications Media Gateways support existing

devices

Business Value

Investment Protection

Solution

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Freedom of Choice

Allows ease of interoperability with other applications and services

Supports a heterogeneous environment

Greater flexibility and ability to provide new revenue generating capabilities quicker

SIP Compliant Open industry standard hardware

Compact PCI processor Standard protocol support

H.323, H.248, SS7, SIP, MGCP etc Key contributor to IETF and ITU

Business Value

Open Platform

Solution

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Implementations of our IP Contact Center Solutions

Customer Examples

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“Handle Dynamic Changes.”

The Challenge Manage consolidated travel

reservations for client with 50,000 employees across the U.S., Canada, the Caribbean, and Latin America

Handle dynamic changes in call volumes from exponential growth to unexpected slow downs

Address these issues quickly - within 90 days - including hiring additional staff and deploying the solution

In May 2000, we had

approximately 52,000 calls

and the answer delay was

more than six minutes.

The calls exceeded our

expectations by about 60%

…

Reinhard Pees,

Telecommunications Manager

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“Speed and Scalability are Key Highlights”

IP Contact Center Solution

Extend contact center to a remote site to cover peak periods and to lengthen open hours:

Uses skill based routing on Contact Center solution to half average call duration and reduce number of calls transferred

Increases capacity seamlessly and cost efficiently by routing calls to other locations over the IP network using the Remote Office 9150

Allows quick and easy expansion or scale back without significant costs

…after the implementation, we

had 69,000 calls and the average

answer delay was 52 seconds. For

us, speed and scalability are the

major highlights of the IP Contact

Center solution…that translates to

premium service for our customers

and profitability for Carlson

Wagonlit Travel.Reinhard Pees,

Telecommunications Manager

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Centralize Management Simplify Infrastructure

The Challenge Deliver real-time contact

center statistics to 300 desktops to help increase productivity and motivate agents

Provide supervisors with a powerful client solution, while reducing maintenance costs and speeding installation time

Deploy a flexible solution that is easy to manage and support, reducing the total cost of ownership

““ “One of the key advantages with the Call Center Web Client is the ability to manage the application centrally…

Frank Miali Senior Network Engineer

Pacific Life Insurance

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Lower Cost of Ownership

Utilize a browser based thin client management tool, Contact Center Web Client to deliver:

Agent Desktop Displays offering real-time statistics to 300 agents located in 3 sites

New reporting capabilities that enable report sharing across the network, reducing the amount of paper copies printed

Centralized management and support which improves productivity and reduces operating costs

“ “. . .we were able to set-up all of our supervisors’ agents, historical reports and real-time display options without visiting their desktop computer. In addition, the amount of client maintenance is significantly reduced enabling our technical staff to concentrate on more complex, mission-critical activities.

The SolutionThe Solution

““The Challenge

Leading designer of open-architecture, standard bus embedded components and systems

Acquired new sites through mergers resulting in significant growth over a short period of time

Distributed contact center agents across multiple sites

Required a flexible, cost effective solution that would accommodate fast growth, moves, and expansion across multiple locations

Our goal with was to link offices, effectively track customer interactions and accelerate services . . .

The Solution IP Contact Center

Contact Center Server Internet Telephones

Converged network environment utilizing:

Internet enabled Switches line cards supporting

Internet Telephones trunk cards for VoIP

between sites

“ “. . . since we’ve had significant growth in the past year, we needed more flexibility, and the Contact Center Server and internet phones give us the ability to move agents quickly and seamlessly. Having voice and data on one network is easier to manage and that makes us more efficient.

“ “The Challenge Provide improved service to

callers seeking healthcare advice and referrals

Establish new contact center and fully integrate with existing contact center

Centralize contact center management

Deliver operational simplicity and cost savings by consolidating voice with data over one network

We wanted to open a center where we could route calls based on calling location, time of day, and language. We wanted to start with a limited staff on limited hours and expand as the demand grew . . .

The IP Contact Center Solution Contact Center Server

Skill-based routing across two call centers ensures callers speak to the most qualified healthcare agent on the first try

Calls can be routed by location, time of day and language preference

Remote Office 9150 Extends all contact center

features to the remote site, joining the two locations into one logical group

Managed centrally, eliminating the need for high priced technical support

Combines voice, data and video over IP

“ “…it wasn’t easy finding a solution that would fill all our needs. Without the Remote Office 9150, we would not have been able to expand as flexibly and as cost-effectively. It has simplified the whole process for us and has made management a breeze. It is rare that one can get the most elegant and highest value solution for the lowest cost, but we have achieved this with Remote Office.

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Lead the Outsourcing Revolution

The Challenge Cost effectively manage

the varying incoming call traffic volumes

Absorb growth of between 20% - 30% easily

Deliver the highest quality outsourced customer relationship management

Create a seamless virtual contact center integrating a variety of information technology systems.

“““It is a highly competitive business and our margins are really tight… We needed to make sure that we utilised our assets – our people in the most flexible and efficient manner possible.

David ClarkeGeneral Manager

Vertex

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Gaining a Strong Competitive Edge

Create a virtual contact center to deliver:

Improved customer service and enhanced productivity using skill-based routing to make the most of multi-skilled employees, reducing attrition

New management and reporting capabilities that enable better business decisions quicker to meet clients’ business needs

Full range of capabilities to home-based workers in a very cost efficient manner to meet client and employee needs

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I believe that with our network and the virtualisation of our call handling that we have a very strong competitive edge. And our vision is paying off.

David ClarkeGeneral Manager

Vertex

The SolutionThe Solution

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Thank you

For more information Contact:Shelli FeigenbaumNortel Multimedia Applications Marketing Leadersfeige@nortel.com