Transcript Building the business case

Tools of the Trade:
Building the Business Case
and Legacy System
Integration
Presented by: Jerry Keely
Customer Service Administrator
WHO WILL BENEFIT

Anyone tasked with, or interested in adding state
of the art contact center functionality in a
business that has a legacy PBX system in place.

Anyone that wants to learn how a hosted or
server based ACD system can integrate with
what you have.

Anyone who is tasked with looking at the
telecommunications infrastructure and must
determine what direction to take; upgrade,
forklift, or a phased migration.
What we will cover

Classify Contact Center Features

Diagram some solutions that can be
integrated with a legacy
telecommunications system

Identify the benefits and challenges
associated with each type of integration
Classify Contact Center Features

Required features for basic contact center
 Auto Attendant
 Skill Based routing
 Agent status settings

Advanced features that may be needed in your
business










Granular reporting
Call topic classification (wrap-up coding)
Supervisor override
Coaching
Call monitoring
Screen recording
Consult capabilities
Assistance request
Directory listing with quick connect
Text to Speech
Classify Contact Center Features
Features that can advance your productivity and
quality











Call monitoring
Call recording
Screen recording
Consult capabilities
Coaching
Text to Speech
Speech recognition
Directory listing with quick connect
Off-system phone directory
Multi-Media routing (Email, Chat, Fax, web call back)
Whisper Announce
Classify Contact Center Features
Features that improve your customer’s experience








Caller position or expected wait time
Caller opt-out for voicemail
Off-system phone directory
Speech recognition
Multi-Media routing (Email, Chat, Fax, web call back)
Whisper Announce
Directory listing with quick connect
Text to Speech
Features that can be used to advance your business in
OTHER departments
 Desktop faxing
 Voicemail as email (wav)
LEGACY ACD SOLUTION
PSTN
`
Interactive Voice
Response Server
Nortel option 81
Contact
Center
Manager
Contact Center
Multi-media
Server
Communication
Control Server
Fax
Server
`
`
`
LEGACY ACD SOLUTION
Benefits
• Same manufacturer

The technologies offered have been tested with the legacy
system you have in place
• Tried and true

Some of the ACD functionality has been in use in call centers
for years.
LEGACY ACD SOLUTION
Challenges
• Very expensive

Since the legacy systems are proprietary, you can only use
their solution and they can charge a premium
• End of life

These technologies are no longer being produced or
enhanced.
• Lacking Features

Many of the development of Contact center, multimedia and
collaboration efforts are aimed at the VoIP and SIP
environments in server-based ACD
• No disaster recovery

Due to the reliance on hardware, redundancy is not available.
HOSTED ACD SOLUTION
PSTN
`
PBX
`
`
`
INTERNET
Router
HOSTED ACD SOLUTION
Benefits
• Rapid Implementation

Hosted Call Centers allow you to begin working quickly
• Minimize Capital Investments


The vendor “owns” the equipment, software, and licensing,
you “rent” it
Hosted Call Center solutions are usually paid for on a peragent and per call/per minute basis.
• Minimize Operating Expenses

Very little hardware, infrastructure or support costs, giving
you the ability to focus on your business rather then
technology.
HOSTED ACD SOLUTION
Benefits
• Little Technical Expertise Required

You do not need to have a technical staff on site as your
vendor will provide the support you need to be operational.

Development of call flows and features are provided by the
vendor

Guidance and direction is provided to ensure you are using
the technologies that make sense to support your business

As you grow and advance, technologies are already available
in the hosted environment.
• Not location centric

A contact center agent can take calls ANYWHERE with just a
high speed internet connection and a telephony device.
HOSTED ACD SOLUTION
Challenges
• As you grow, your costs grow

There will be a point which it may be more cost effective to move
to a premise based solution.
• Modifications will cost and may take more time

The vendor is servicing several other customers. You will have to
be scheduled into their project priorities
• Exposure to outages is expanded

Usually the hosted vendor is in another state there by increasing
possibility of outages
• Trunk use is higher

Since all calls are “external” transfers use added trunks
FULL PREMISE BASED ACD
SOLUTION
PSTN
`
`
PBX
`
PREMISE
SERVER
BASED
ACD
`
SIP
GATEWAY
FULL PREMISE BASED
SOLUTION
Benefits
• Use SIP and VoIP

Complete Server based implementations usually use VoIP
and SIP to control all devices.
• Legacy system not used

Although you may use the legacy PBX for rest of the
company, the contact center will be supported by the serverbased ACD.
• Full use of all features

Most sever-based ACD systems can only leverage all
features and functions in a full implementation.
FULL PREMISE BASED
SOLUTION
Challenges
• Technical staff

The telecommunications staff must be trained and proficient
in legacy and new technologies.
• Infrastructure

There would probably be additional wiring and expansion of
the IP network hardware as well as security.
• No redundancy

If the server or any portion of that system is down, you are
down.
The Business Case









Leverage your current investment
Don’t invest in “end of life” solutions
Stage yourself for growth
Minimize your capital expenditures
Utilize state of the art technology
Develop a phased approach to a server-based
ACD
Minimize risk to business
Be sure to add the needed trunks to support
your solution
Build disaster recovery and business continuity
into your case
SUMMARY

Take the time to identify what features and functions you
need today and what you need tomorrow. Don’t spend
money and time on things that you will not use.

There are pros and cons to each solution.

There are additional intermediate and alternate
implementations that will be covered at the Signature
event in San Diego.

By identifying the best fit for your unique business need,
you will increase your chances of success.
CONTACT INFORMATION
Jerry Keely
Customer Service Administrator
Pinal County Government
[email protected]
520.866.6636