Transcript Document
IP in the Contact Center Tom Smith Sr. Manager IVR/Speech Product Marketing Verizon Business March 8, 2005 Agenda • Contact Centers vs. Call Centers • Matching Technology to Business Needs • Industry Trends: The Migration to IP • How Can You Get There? • What Does IP Mean for Speech? 2 What do today’s Contact Centers look like? • Multi-site – Proximity to skilled, low-cost workforce – Follow-the-sun – Home-based agents • On-demand workforce to meet volume needs • Multimedia – Live and self-service phone calls – Web collaboration – Email, instant messaging, fax • CTI, intelligent routing, universal queuing 3 Challenges Facing Today’s Contact Centers • Supporting geographically dispersed contact centers – including home-based agents • Integrating disparate legacy systems • Providing uniform QOS across locations • Streamlining contact center management • Efficiently handling fluctuating volumes • Converging multichannel communications (universal queuing, integrated reporting) • Integrating voice applications and data • Managing costs 4 Traditional technologies do not effectively address the challenges… Multiple switching layers 5 Traditional technologies do not effectively address the challenges… Increased network complexity IXC Network Prompting Network Routing PSTN Enterprise Routing Local Access Voice Response Inbound 800 Voice network complexity Call Center Databases Reporting Customer Data Center Genesys T-Server Genesys T-Server Genesys T-Server Workforce Management Workforce Management Workforce Management ACD ACD ACD Quality Monitoring Quality Monitoring Reporting Reporting LAN ` ` Call Center 1 Quality Monitoring Reporting LAN ` ` ` Call Center 2 LAN ` ` Call Center 3 Multiple switching layers 6 ` ` Traditional technologies do not effectively address the challenges… Increased premise equipment Increased network complexity Multiple switching layers 7 Traditional technologies do not effectively address the challenges… Silo solutions Increased premise equipment Increased network Complexity Multiple switching layers 8 APPLICATIONS IP architecture promises a simpler, more flexible solution PBX/ACD, IVR, CTI, WFM, QM TDM IP Application Servers SS7 Application Infrastructure Media Gateway Controller TDM Carriers NETWORKS Integrated Applications Environment IP Carriers, Internet Trunk Gateway Session Controller Cellular SharedVerizon IP/MPLS Network Managed IP/MPLS Network (ILEC & GNS) CPE ACCESS Line Gateway 9 Copper Broadband IP POTS The transformed network The move to IP contact centers is underway • 16% of contact centers surveyed are deploying IP • Another 30% plan to deploy in two years or less • 38% are considering IP • Only 15% expressed no intention to deploy IP 15% 16% 21% 38% 9% Currently Deploying IP Planning to Migrate < 12 months Planning to Migrate 13-24 Months Researching/Investigating No Plans to Deploy IP 10 Contact center investment in IP is increasing globally • Growth will occur in all regions • North America represents the highest spending, followed by EMEA $3,000 Revenues ($million) • Global IP inbound routing spending will increase at a CAGR of 39.4% • North America and EMEA combined will account for over 70% of the spending through 2009 $2,500 $2,000 $1,500 $1,000 $500 $0 2004 2005 2006 2007 2008 2009 CALA 11 Source: Datamonitor, IP Contact Centers to 2009, 2005 APAC EMEA N. America 2,000 1,500 1,000 TDM Source: Datamonitor, Contact Centers in USA (Databook), 2006 12 IP 2009 2008 0 2007 500 2006 • IP will support 32.2% of U.S. agent positions by 2009 2,500 2005 • Agent positions supported by IP will increase at a CAGR of 36.1% 3,000 2004 • Agent positions supported by TDM will decrease at a CAGR of (7.2%) U.S. Agent Positions (000s) U.S. Contact Centers are Shifting from TDM to IP Business Benefits • Demonstrable cost savings – Capital reductions via CPE avoidance – Lower operating expenses (deployment, management, MACD’s) • Additional functionality – Transfers, calls and conferencing initiated via the desktop – Presence and unified messaging to provide greater productivity • Multimedia applications that can be streamlined across one network • Support for geographically dispersed environment – Satellite and/or offshore centers – Agent base easily adaptable to the needs of the business and vice versa IP will facilitate the convergence of telephony and computing in the contact center 13 Operational Benefits • Business Continuity Disaster Recovery Cost effective availability • Support • Quick start up time 14 Data Center Applications Merge Support for Voice & Data New Locations New Business Units Customer Needs Driving IP Adoption Primary driver is need to effectively manage multiple sites and remote agents 15 The vision is appealing… Contact Center IVR CTI PBX QM Consolidate all internal resources as one central asset to manage customers’ interactions and deliver premium customer service ACD WFM Back Office Branch Offices Home Offices …but how do you get there? 16 Keys to Successful IP Migration • Appropriate solution must leverage existing infrastructure • Customer may continue to grow legacy environment, but should avoid hefty capital outlays in traditional equipment • Test applications in a lab and/or pilot environment prior to full scale deployment • Focus initial migration efforts on vendors that support interoperability standards • Expect it to take 1-2 years to fully realize benefits of IP migration 17 Phased Migration: Leveraging Legacy TDM Infrastructure While Moving to IP 18 VoIP’s Impact on Speech Recognition • Flexible distributed VoIP architecture allows robust data to be passed to and from the Speech application • VoIP facilitates load balancing, improving efficiency of Speech resources • Media Resource Control Protocol (MRCP) lets developers manage speech resources separately from applications – meaning faster, cheaper deployments and upgrades 19