Contact Center as a Service

Download Report

Transcript Contact Center as a Service

Panel discussion

#ServProvSummit

to provide live feed-backs!

Mr.

Emmanuel Sutter

Head of Marketing for Value Added Solutions at Deutsche Telekom

 Product development and marketing  and business numbers  Cloud-based contact center, conferencing & collaboration 17 years experience in strategy, innovation, marketing, product management and development 

Contact Center as a Service

• Cloud-based contact and customer interaction centers • From 10 to over 1,000 agents • • • Multimedia (voice, mail, web, mobile) Flexible pay-per-use Quick time to market • Sales and marketing partnership w/ Genesys © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Mr. Paul Akister

Director of Contact Centres at British Telecom

 Responsible for end to end Contact Centre technology  High focus on efficiency and costs control  15 years experience in design, integration and operations 

Retail

• 200k plus interactions per day – voice, email, chat, web & WFM • 15k advisors – 3,4k offshore, 45 sites  Genesys: Inbound, Outbound, WFM, MIS 

Harrier

• 30k voice, 5k email,12k OpenMedia interactions per day • 12k advisors – 80+ sites  Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Mr. Enrico Bagnasco

Head of Wireline Networks at Telecom Italia

 Innovation, design and engineering of the wireline network & service platforms   Core control, multimedia services, customer services, home networking, fixed lines terminals, broadband access High focus on end-to-end service levels for operations  Experience: design and engineering 

Telecom Italia Contact Center

• 1m interactions per day – voice, mail, SMS • 5,5m self-care interactions per day • 22k agents – 6k outsourcers, 100 sites • 50m customer lines  Genesys: SIP/IMS consolidation 

Hosted Contact Center

Telecom Italia IP Contact Center

In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network applications”

Framework Genesys 8.1



Innovative architecture

based on G-AS to eliminate all the hardware OSP ASCC G-AS on premises: ACD, CTI link

Service Layer



Flexible managing of

Outsourcers and CC Agents SSW HSS CSCF

Control Layer

 Enablement of Hosted Contact Center services. First Client: DHL

Advisors