Transcript Introducing CosmoCall Universe

CCOD – Why and How
Milano – June, 2004
Iraj REZAIAN
Regional VP, Southern Europe
Confidential
© 2004 CosmoCom, Inc.
Why CCOD?
Confidential
© 2004 CosmoCom, Inc.
Types of Contact Centers
Premise-Based Outsourced
On-Demand
Outsourcers can also subscribe
to on-demand services.
 Everything In-House
 Agents
 Technology
 Maintenance
 Complex CTI
 Costly to maintain
 Hard to balance calls
 Outsource Everything
 You Manage Nothing
(not even the agents)
 Limited Integration to Your
CRM
among multiple sites
* Outsourcers can also subscribe to on-demand services.
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 Hosted Contact Center
You Manage the Agents
NSP Manages the Rest
 Easy Integration to Your
CRM
Benefits to End User
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Capital Expenditure Avoidance
Focus on Core Business
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Lower Risk Migration Path to Multi-Channel
Contact Center
Capacity Management
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Pay for Actual, not Peak Usage
Multi-Site Contact Centers / Home Workers
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Not Managing Technology
CCOD is Inherently Location Independent
Cost Effective Access for Smaller Businesses to
Large Enterprise Technology
Ideal Technology for Informal Contact Center
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CosmoCom CCOD
Leadership Highlights
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First company to develop a multi-tenant multi-channel
hosted contact center platform
CosmoCom technology was used in the first live system
deployed by a telco
Largest installed base of systems used by NSPs to provide
CCOD
Only specialist in Contact Center On-Demand platforms
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Telco grade product
Standard and open – H/W, S/W, protocols, interfaces
Global organization
Four tier support organization
CosmoVantage Market Success Program (Industry first)
Utility pricing
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Pay-as-you-go pricing available to our service providers
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Service Provider Customers
Offering Contact Center On-Demand Services
Network Service Providers
Other Service Providers
Marketing Partner
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Production Platforms
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CCOD Services Offered Worldwide by Service Providers
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BT Contact Central OnDemand - CosmoCom + Siebel OD, “CIRM” OnDemand, available worldwide
BT Global Services – MCC available in Europe, NA, Asia
The
Bezeq – service available in Israel
Cable & Wireless – service available in UK & Caribbean
Chunghwa Telecom – service available in Taiwan
Deutsche Telekom – FreeCall Online available in Germany
ePLDT – service available in Philippines & SE Asia
EagleACD – service available in North America, India
France Telecom – Contact Multicanal available France, N Africa
Globecomm – CCOD for business continuity available in US
Korean Telecom – Contact+ available in Korea
NTT-C – service available in Japan and other Asian countries
Japan Telecom – service available in Japan
Probil – service available in Turkey, Germany
TeliaSonera - @Service available in Finland
CosmoCom Multi-Tenant CCOD Platform Worldwide Share
± 80%
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Lea
How CCOD?
Confidential
© 2004 CosmoCom, Inc.
CCOD Architecture Requirements
ACD
IVR
CTI Server
Scalability
Resiliency
Secure Tenant
Partitions
Resources shared
by all tenants
Tenant SelfAdministration
Centralized
Administration
No premises
equipment
SP has Remote
Management &
Monitoring
Works with IP and
Circuit Networks
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Predictive
Dialer
E-Mail
Management
System
Live
Internet
Callers
MultiChannel
Recording
Reports
System Architecture - Hosted
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Design Principles
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All software design
Multi-tenancy throughout
Multi-server approach for availability and
scalability
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Cost-effective, off-the-shelf hardware
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No single point of failure
Any system software can run on any hardware module
Switchless architecture
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Switching inherent in IP
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CRM Integration
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Basic
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Screen pop on call arrival
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One click outdial from CRM contacts
CRM-IVR integration
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All contact types: phone, email, web, PD
e.g., VIP, value-based routing
Advanced
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Single point of admin for CIM & CRM
Integrated statistics and historical reports
Unified caller interaction history
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Recording, email, chat, self-help, ...
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Confidential
© 2004 CosmoCom, Inc.
Contact Center in-a-Box
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IT Managers Fed-up With “Too Many Boxes”
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All Technologies Naturally Evolve to PreIntegration & Unification of Earlier Components
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First Step: Combine All CIM Functions Into One
Product
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Multi-channel ACD, IVR, PD, recording, reporting
e.g., CosmoCall Universe
Second Step: Combine CIM with CRM
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Customer Interaction AND Relationship Management
(CIRM)
e.g., BT Contact Central
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CIRM Example: BT Contact Central
Contact Central includes CosmoCom CIM (ACD, IVR & PD),
plus Siebel CRM, plus recording & WFM
Open, Standards-based
Technology Allowed Easy
Creation of Pocket Contact
Central
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Thin Client Agent Integrated with
Siebel OnDemand
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CosmoConnector
Microsoft Contact Center Framework
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Other CosmoConnector Plug-Ins
Siebel Enterprise
MS-CRM
Onyx
Salesforce.com
PeopleSoft
Home-grown CRM
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Seamless Agent Desktop
CosmoCom
controlled by
custom Siebel
buttons
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Seamless Admin GUI
Single point of admin
for agent creation,
strategy definition, …
Single point for IVR
and call flow design
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Seamless Reporting GUIs
Similar data
available on-the-go
CosmoCom data presented through Siebel
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CosmoCorder
Multimedia Recording & Reviewing Suite
- Browser-based Reviewing
Tools for Anywhere Access
- Standard DBs for Easy
Integration / Customization
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Manage CCOD
Confidential
© 2004 CosmoCom, Inc.
Platform Management
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Tools and procedures needed
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Initial deployment
Adding tenants
Managing the platform
Managing the tenants
Upgrading the platform (zero downtime)
Migrating the tenants (gracefully)
Experience … experience … experience
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Tenant Self-Administration
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Browser-based GUIs allow remote
administration of Virtual Call Center
 Moves, adds, changes
 IVR design
 ACD routing rules
 Dialing plan rules
Customizable multi-level admin
permission levels
Updates applied in real time and
propagated system-wide
Secure tenant partitions
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MS Security Model
Active Directory
SP also able to perform on behalf of
tenant (e.g., for a fee)
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System Management
(by Service Provider)
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SNMP Traps & Monitoring
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Diagnostic Tools
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CosmoAdmin changes
CosmoDesigner script uploads
CosmoConsole access
Call Detail Records
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Call Throttling with SNMP Alarming
O/S Disk Management with SNMP Alarming
Audit Trail
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Configurable Event Loggers
Network Protocol Decoders (EtherReal Plug-in)
RTP Decoder & Voice Analyzer
Integration with Windows Performance Monitor & System Counters
Capacity Management
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CosmoCom provides monitoring & alarming tool
Published MIB enables Third party monitor (e.g., OpenView)
Monitoring service provided by CosmoCom to some SPs
All contact types, cradle to grave
Output format flexibility
License Management
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Monitoring & Reporting
Enforcement
SP Level & Tenant Level Tools
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CosmoConsole
Real Time and Historical Reports
Browser-based for Anywhere Access
 Standard DBs for Easy Creation of Custom Reports
 Complete Call Detail Records
 System Level Reports (for SP)
 Tenant Level Reports (for tenants and sub-landlords)
Configurable CDR and other external formats
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HTML Wall Board
Anywhere Access
- Wallboard in Standard Browser
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- Pocket PC Wallboard
A Carrier-Class
Platform
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High Capacity, Scalability & Availability
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Comprehensive Multi-Tenancy
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Double-Byte Inherent in System
Support for Multi-Lingual Agents, Centers
Easy To Integrate
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Resource Sharing; Secure Tenant Partitions
Tenant Self-Administration and Centralized Administration
Remote Management and Monitoring
Extensive Multi-Language Support
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Carrier Grade, Cost-Effective Platform
120,000 Agents Per Single System Image
Software-Based Design Enables Smooth Scaling
“Five 9s” Prescriptive Architecture Has No Single Point of Failure
More Integration Points Than Legacy Technology
Enables Seamless CIRM and CIRM-OD
Backed by a Carrier-Class Company
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Four Tier, 7x24 Software Assurance Program
SupportNet Support Extranet
CosmoVantage™ Market Success Program
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The
Leader
Thank You
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