network-to-desktop cti © 1999, cisco systems, inc. cti © 1999, ... case study – financial ......
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1© 1999, Cisco Systems, Inc. Network-to-Desktop CTI
2Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
To be the leading provider ofCommunication-Managementsoftware applications thatleverage voice and datatechnologies to createbusiness solutionsthat facilitategeographic- andmedia-independentcustomerinteraction
To be the leading provider ofCommunication-Managementsoftware applications thatleverage voice and datatechnologies to createbusiness solutionsthat facilitategeographic- andmedia-independentcustomerinteraction
Cisco Contact Center VisionCisco Contact Center Vision
3Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Customer LoyaltyCustomer Loyalty
“
”
Increased customer loyalty is thesingle most important driver of
long-term financial performance.
Thomas O. Jones and W. Earl Sasser, Jr.
Harvard BusinessReview
4Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Customer RetentionCustomer Retention
“
”
The Business of Business isgetting and keeping customers.
P.F. DruckerAdventures of aBystander
5Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Call Center ApplicationsCall Center ApplicationsAre Are Islands of TechnologyIslands of Technology
IVRsIVRs
Desktop/AgentDesktop/AgentApplicationsApplications
ManagementManagementInformationInformation
ACDsACDsApplicationApplicationDatabasesDatabases
@@e-maile-mail
InternetInternet
www.www.
NetworkNetworkIntelligenceIntelligence
IPIPFaxFax
6Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Intelligent Contact ManagementIntelligent Contact Management
7Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Technology InfrastructureTechnology Infrastructure
8Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
The ICM/PG architecturecreates a Multi-mediaOS whereby peripheralsof any type can be easilyadded.
Peripheral Gatewaysprovide a layer ofabstraction aboveperipheral specificinterfaces.
Architecture:Architecture:Network-to-Desktop CTINetwork-to-Desktop CTI
ICMNIC PG
PG
Agent Agent
ACD
IVR
Fax/e-mail
Web
InternetPSTN
9Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Architecture:Architecture:Peripheral GatewayPeripheral Gateway
Peripheral Gateway
Node Manager
ACD PeripheralInterface Manager
IVR PeripheralInterface Manager Open
PeripheralController
CTIserver
E-Mail PeripheralInterface Manager
Web PeripheralInterface Manager
The Peripheral Gateway is aWindows NT Server that runsany of the peripheral-specificinterface software.
The Node Manager providesfault tolerance by monitoringeach of the softwareprocesses running on the PG.
The Open Peripheral Controllerprovides a layer of abstractionbetween the ICM system andeach of the peripheral types.
The CTI server enables agentsto send and receive call eventsand data.
10Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Carrier-class ReliabilityCarrier-class Reliability
• Ensures optimal customer throughput byproviding uninterrupted contact processing
• Delivers fully redundant, distributed,carrier-class fault tolerance from networkto desktop
• Self-monitoring and self-healing
• Eliminates all single points of failure
• Provides disaster protection
11Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Product Feature:Product Feature:Distributed Fault ToleranceDistributed Fault Tolerance
Carrier-quality,distributed faulttolerance at every point
Sub-second detectionand correction of faults
Fault tolerance even atagent’ s desktop
12Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Technology AlliancesTechnology Alliances
AT&T
AT&T Canada
AUCS
Bell South
BT
Cable & Wireless
Concert
Energis
France Telecom
MCI
Optus
Sprint
Stentor
Telecom New Zealand
AT&T
AT&T Canada
AUCS
Bell South
BT
Cable & Wireless
Concert
Energis
France Telecom
MCI
Optus
Sprint
Stentor
Telecom New Zealand
Carriers
Argos
AT&T Infoworx
Brite
Edify
Conversant
IBM DirecTalk
InterVoice
Microlog
Periphonics
Virtual Hold
Voicetek
Open API
Argos
AT&T Infoworx
Brite
Edify
Conversant
IBM DirecTalk
InterVoice
Microlog
Periphonics
Virtual Hold
Voicetek
Open API
IVR
Alcatel
Aspect
Ericsson
Lucent
NEC
Nortel
Rockwell
Siemens
Open CSTA
Alcatel
Aspect
Ericsson
Lucent
NEC
Nortel
Rockwell
Siemens
Open CSTA
ACD
Chordiant
Clarify
Davox/Answersoft
HP CCM
IMA
Octane
Pegasystems
Remedy
Siebel
Vantive
Chordiant
Clarify
Davox/Answersoft
HP CCM
IMA
Octane
Pegasystems
Remedy
Siebel
Vantive
CRM
Davox
Melita
EIS
Davox
Melita
EIS
Call Blending
Pipkins
TCS
Pipkins
TCS
WFM
13Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
FidelityFidelity
British TelecomBritish Telecom
American ExpressAmerican ExpressAmerica OnlineAmerica Online
CompaqCompaq
BellSouthBellSouth
First USAFirst USA
Progressive InsuranceProgressive Insurance
First Union National BankFirst Union National Bank
Internal Revenue ServiceInternal Revenue Service
SprintSprint
JCPenneyJCPenney
Dell ComputerDell Computer
Capital OneCapital One
U.S. Postal ServiceU.S. Postal ServiceAllstateAllstate
Census BureauCensus Bureau
GEICO DirectGEICO Direct
Household Credit ServicesHousehold Credit Services
Prudential InsurancePrudential Insurance
American AirlinesAmerican Airlines
Telecom New ZealandTelecom New Zealand
Delta AirlinesDelta Airlines
AetnaAetna
Marriott InternationalMarriott International
France TelecomFrance Telecom
Lands’ EndLands’ End
CiticorpCiticorp
AirtelAirtel
AUCSAUCS
United Parcel ServiceUnited Parcel Service
Cable & Wireless OptusCable & Wireless Optus
USA GroupUSA Group
Continental Airlines
Federal Express
AT&T Canada
IBM
Staples MBNA
Energis
CIBC
Carlson Wagonlit Travel
Sears
British Airways
US Airways
GE Capital
GMAC
Pacific Gas & Electric
Rosenbluth International
State of California
Toshiba
Trailblazer Health Enterprises
Wachovia
Con Edison
Royal & SunAlliance
Representative CustomersRepresentative Customers
14Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Business ResultsBusiness Results
Improvements inCustomer Service
ASA decreased from28 to 8 seconds
Calls in queue reducedby 40%
Handle time decreasedfrom 190 to 160seconds
Calls handled by IVRincreased by 10%
Service levels increasedby 7%
Service quality increasedby 37%
15% increase in agentproductivity
20% reduction incarrier costs
50% reduction in T-1utilization
22% savings inmanpower resources
30% increase in once& done calls
41% faster ROI thananticipated
$900,000 revenueopportunity via 50%reduction of abandonedcalls
- 12 to 25 secondssaved via screen popper agent respondingto the contact
- 25 to 60 secondssaved via screen popfor each subsequentagent
Contact CenterCost Savings CTI Benefits
15Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Case Study Case Study –– Financial Services Financial Services Co Co..
SITUATION• ACDs interface with 800 network IVRs – ICM software routes
calls that default out of the IVRs – 20% of total calls
ROUTING STRATEGY• All calls initially sent to network IVRs, callers enter account#
• Load balanced on port availability, host status & skill of port
• Enterprise CTI, translation routing sends data with call to bestavailable agent – saves 30-40 sec./contact & improves security(PIN is validated)
• Third-party application provides screen pop using account#
• Script Monitor feature allowed company to spot flaws in callsegmentation schemes – company reworked language to beclearer to callers
Application: Post-Routing, CTIApplication: Post-Routing, CTI
CarrierAT&T
ACDsAspect
IVRsIBM
DirectTalk
CTIYes
Sites12
Agents1,200
Calls400,000/day
CarrierAT&T
ACDsAspect
IVRsIBM
DirectTalk
CTIYes
Sites12
Agents1,200
Calls400,000/day
Productivity ↑↑ 12%, service level ↑↑ 4%, ASA ↓↓ by several seconds,balanced metrics across skill groups, E-CTI provided extra 5%savings.
Cisco ICMSoftwareBENEFIT
16Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Case Study Case Study –– Financial Services Financial Services Co Co..
SITUATION• Caller segmentation strategy designed to optimize customer
service and contact center efficiency
ROUTING STRATEGY• As call is received, the ICM system collects CLID – performs DB
lookup
• IVR in network prompts caller to enter SS#/account#
• Another DB lookup gathers more detail & determines routing
• Information (as screen pop) and call are delivered to agent
• Based on type of caller, calls are routed to agent skill groups
• System tracks specific skill group customers are routed to eachtime they call – they’ re routed to that group on subsequent calls.As a result, customers are often connected to the same agentevery time
Application: Multi-Carrier/Multi-Vendor, CTIApplication: Multi-Carrier/Multi-Vendor, CTI
CarriersAT&T, MCI
ACDsLucent,Nortel
IVRsIn network
&Intervoice
CTIYes
Sites7
Agents2,400
CarriersAT&T, MCI
ACDsLucent,Nortel
IVRsIn network
&Intervoice
CTIYes
Sites7
Agents2,400
Two merged companies keep their legacy systems, improvecustomer service and build productive, long-term relationships withcustomers.
Cisco ICMSoftwareBENEFIT
17Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Case Study Case Study –– Household Credit Services Household Credit ServicesGoal: Improved Customer Service & Cost SavingsGoal: Improved Customer Service & Cost Savings
SITUATION
All calls were going to one site, then were manually routed – basedon fixed percent allocation – to other centers. Result was backed upqueues, calls bounced from center to center, wasting time andincurring transfer charges.
ROUTING STRATEGY• Calls come from network into IVR (50% of calls terminate in IVR)
then routed to best available agent
• Reorganized queues and cross trained agents – enabled occupancyrates to increase from 70% to 85-90%
• Cross training ability & virtual contact center enabled acquisitionsto be transitioned smoothly – call/data delivery was streamlined, andusing a common AR system, “super agents” who can handle anycall were created
Able to handle more calls with less staff, achieved goal of 80% callsanswered within 25 sec., call handle time ↓↓ from 190 sec. to 160 sec.
CarrierMCI
ACDsNortel
IVRsIBM
DirectTalk
Sites4
Agents900
Calls30,000/day
CarrierMCI
ACDsNortel
IVRsIBM
DirectTalk
Sites4
Agents900
Calls30,000/day
Cisco ICMSoftwareBENEFIT
18Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
First Union National BankFirst Union National BankGoal: Improved Customer Service, Cost SavingsGoal: Improved Customer Service, Cost Savings
SITUATION Had segment-based marketing approach – didn’ t work well with
old switch-based, inter-call-center routing paradigm.
ROUTING STRATEGY• Calls come in from network – call & caller data collected from IVR
prompts and/or CLID-based database lookup – calls routed to bestavailable resource
• Call segmentation strategy ensures that contact center personnelare better prepared to answer calls, and overall customerexperience is improved
• Routing parameters can be set to take advantage of intrastate v.interstate toll-free tariff differences
• Can leverage virtual contact center model to enhance product/service offerings based on customer needs
Able to keep legacy systems, enable effective disaster recovery, ↓↓wait times, support marketing strategies, ↑↑ customer service levels,↓↓ costs.
CarrierDual -
AT&T, MCI
ACDsAspect,Lucent
IVRsInterVoice
Sites21
Agents5,000
Calls500,000/day
CarrierDual -
AT&T, MCI
ACDsAspect,Lucent
IVRsInterVoice
Sites21
Agents5,000
Calls500,000/day
Cisco ICMSoftwareBENEFIT
19Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
• Implement businessrules
• Maintain consistentservice levels
• Generatenormalized,consolidatedreports
• Implement businessrules
• Maintain consistentservice levels
• Generatenormalized,consolidatedreports
CentralizedCentralizedManagement & ControlManagement & Control
20Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise-wide Pre-Enterprise-wide Pre-RoutingRouting
• Enterprise-wide contact control & routing
• Enterprise-wide monitoring & reporting
• Enterprise-wide CTI data
• Multi-vendor connectivity
• Distributed “Large Team” agent groups
AWSAWS CTICTI
CTICTI
• Skills-based “Targeted” customercontact routing
• Forecasting & scheduling complianceinterfaces
• Based on industry/open standards
SCP
ICM
Public Public NetworkNetwork
ACD
ACDACD
ACD
ACD
21Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Routing Script EditorRouting Script Editor
22Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise-wide Post-Enterprise-wide Post-RoutingRouting
• Route calls that originatefrom private network,ACDs, PBXs or IVRs
• Utilize Pre-Routingintelligence
• Inter-flow between sites
• Transfer between agents
• Transfer to or from IVR
• Contact tracking and datatransfer
VI R
PBX
ICM
Public/PrivatePublic/PrivateNetworkNetwork
ACD ACD
IVR
23Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise-wide,normalized collection
of real-time andhistorical data
Complete monitoringand reporting flexibility
Contact Data
Product Feature:Product Feature:Enterprise-Wide NormalizationEnterprise-Wide Normalization
IVR
ACD
Web
Fax/e-mail
Database
Agent Apps
BusinessApps
PSTN
Internet
ICM
24Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Combined Real-time & HistoricalCombined Real-time & Historical
25Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
EnterpriseEnterprise IVRIVR
ICM
IVRIVR
IVR Public Public NetworkNetworkACDACD
Q-Point
Q-Point
Q-Point
Q Point
Q Point
Q Point
26Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
IVR
DNDNCLIDCLIDCEDCED
CustomerCustomerDatabaseDatabase
Enterprise CTIEnterprise CTI
Multi-Site Screen PopMulti-Site Screen PopMulti-Site Screen TransferMulti-Site Screen TransferMulti-Site Screen ConferenceMulti-Site Screen ConferenceCall ControlCall Control
AgentAgentDesktopDesktopICM
PublicPublicNetworkNetwork
AgentDesktop
ACD
ACD
27Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
CTI desktop ArchitectureCTI desktop Architecture
Agent Workstation (95/98/NT)
Answer
Fault M
onitor
BusinessApplication
Desktop ControlServer
CTI client
Softphone controls caneasily be drag-n-dropped intobusiness applications.
Fault Monitor invisiblyinserts itself betweensoftphone controls and DCS.
DCS embeds CTI client tocommunicate to the CTIserver.
Transfer
Conference
CTI server
28Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
GGEOEOTTELEL•• CTI DesktopCTI Desktop
29Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Product Feature:Product Feature:Complete Resource IntegrationComplete Resource Integration
30Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
GatewayGateway
ICM
Customer ID, ANI,
Customer ID, ANI,
DNDNCall-key, variables
Call-key, variables
Customer Profile
Customer Profile
Elements
Elements
CustomerCustomerDatabaseDatabase
31Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Branch OfficesBranch Offices
EnterpriseEnterprise AgentAgent
ICM
PBXQ-PointQ-Point IVR
ACD
NIVR
Q-PointQ-Point
Public Public NetworkNetwork
Home AgentsHome Agents
Contact CentersContact Centers
32Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise Web IntegrationEnterprise Web Integration
• Based on Open Routing Client
• Pre-Routing of Internet calls
• Coordination of Voice with Web session
• Multi-Media Queuing
• Internet and PSTN call stats
• Integrated Reporting
• Synchronized Web pages
• Text Chat, VoIP, Call Back and Collaboration(meet me) Communications Methods
33Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise WebEnterprise Web
ICM
IVRACD
WebServer
InternetInternet
Public Public NetworkNetwork
COLLABORATIVECOLLABORATIVEBROWSINGBROWSING
WebBrowser
AgentDesktop
34Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
DesktopDesktop
Microsoft WindowsDesktop
Agent Workstation
CTI desktop with Web
Desktop Brain
Softphone
Answer
Call Appearance Manager
Place Call
ConferenceTransfer
WebFront-End
COMMonitor
DCS(Desktop Control Server)
CTI client
EmbeddedActiveXControls
To CTI server (PG)
FaultMonitor
Inter-processCommunication
(IPC) OLE Container
35Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise E-mailEnterprise E-mail
• Based on Open Routing Client
• Leverages ICM Software Architecture
• Open System based
• ICM Routing Script
• Enterprise Scope
• Integrated Reporting
• Multiple “Address” delivery
• Inbound and Outbound
• Desktop/CTI Integration
36Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise E-mailEnterprise E-mail
ICM
IVRACD
E-mailServer
Internet
Public
Switched Network
WebBrowser
AgentDesktop
37Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Terms and ConceptsTerms and Concepts
• Serialized vs. Parallel
• Parsers and AI engines
• Auto reply
• Audit trails
• CTI Integration
38Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
DesktopDesktop
Microsoft WindowsDesktop
Agent Workstation
CTI desktop with e-mail
Desktop Brain
Softphone
Answer
Call Appearance Manager
Place Call
ConferenceTransfer
E-mailfront-end
COMMonitor
DCS(Desktop Control Server)
CTI client
EmbeddedActiveXControls
To CTI server (PG)
FaultMonitor
Inter-processCommunication
(IPC) OLE Container
39Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Product ArchitectureProduct Architecture
PrimaryPrimaryCentralCentral
ControllerController
RedundantRedundantCentralCentral
ControllerController
WFMWFMBardBardCyberneticsCyberneticsPipkinsPipkinsTCSTCSCustomCustom
IVRIVRDriverDriver
IVRConversantConversantIBMIBMDirecTalkDirecTalkInterVoiceInterVoicePeriphonicsPeriphonicsVoicetekVoicetekBriteBriteTandemTandemEdifyEdifyothers &others &OpenOpen
CallCallBlendingBlendingDavoxDavox
MelitaMelitaEISEIS
TAPI
DesktopDesktopCTI linkCTI link
DesktopDesktopIntegratedIntegratedApplicationsApplicationsActive XActive X
CustCust..DatabaseDatabase AppApp
ServerServer
Internet
MicrosoftMicrosofteFusioneFusionWebLineWebLineNetscapeNetscape
SS7SS7
SCP
Public Switched Network
AT&TAT&TBTBTConcertConcertMCIMCIOptusOptus
SprintSprintFrance TelecomFrance TelecomTNZTNZ
CTICTILinksLinks
AlcatelAlcatelAspectAspectNECNECEricssonEricssonRockwellRockwell
NortelNortelMeridian &Meridian &DMS100DMS100
LucentLucentSiemensSiemensOpenOpenCSTACSTA
EnterpriseEnterprise
AgentAgent
Desktop TAPIDesktop TAPIIVR QueueIVR QueueSoft ACDSoft ACDCTI DesktopCTI DesktopDTAPI DTAPI svrsvr
Wide Area Data NetworkWide Area Data Network
40Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Enterprise E-mailEnterprise E-mail
• Based on Open Routing Client
• Leverages ICM Software Architecture
• Open System based
• ICM Routing Script
• Enterprise Scope
• Integrated Reporting
• Multiple “Address” delivery
• Inbound and Outbound
• Desktop/CTI Integration
41Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Terms and ConceptsTerms and Concepts
• Serialized vs. Parallel
• Parsers and AI engines
• Auto reply
• Audit trails
• CTI Integration
42Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
DesktopDesktop
Microsoft WindowsDesktop
Agent Workstation
CTI desktop with e-mail
Desktop Brain
Softphone
Answer
Call Appearance Manager
Place Call
ConferenceTransfer
E-mailfront-end
COMMonitor
DCS(Desktop Control Server)
CTI client
EmbeddedActiveXControls
To CTI server (PG)
FaultMonitor
Inter-processCommunication
(IPC) OLE Container
43Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
New World Customer ExperienceNew World Customer Experience
Comprehensive Customer CareSmooth
Integration
Integrated Response (E-Mail, Web, Voice)
Integrated Response (E-Mail, Web, Voice)
Unified Business RulesUnified Business Rules
CustomerSelf-Service
Online Sales and Support
Online Sales and Support
High Touch,Live Conversation,
High CustomerSatisfaction
High AutomationHuge Support
Savings
Agent-AssistedHelp
TechnicalProblem
Resolution
TechnicalProblem
Resolution
Highly-SkilledAgents
Highly-SkilledAgents
SatisfiedCustomer and User
SatisfiedCustomer and User
44Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Remote Agents
SoftPhone
IP Phones
New World Contact CenterNew World Contact Center
VoIP
Web
Customer
LegacyACD
LegacyACD
Central Site
CustomerCustomerDatabase
PSTNPSTN
ICMICM
LegacyACD
LegacyACD
LegacyAgents
Cisco IP Contact Center
Branch
CallManager
IPIP
45Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
IP Contact Center BenefitsIP Contact Center Benefits
• Provides seamless and cost-effective migrationpath to a converged network
• Avoids costly legacy infrastructure upgrades byleveraging previous Call Center investments
• Easily extends the Contact Center to branchesand remote knowledge workers
• Utilizes existing WAN infrastructure enablingmore effective leverage of IP networks
• Eliminates toll calls to remote agents by using IPinfrastructure
46Network-to-Desktop CTI © 1999, Cisco Systems, Inc.
Multimedia Contact CentreMultimedia Contact CentreEvolutionEvolution
OLD WORLDOLD WORLD
VoiceMail
VoiceMail
UnifiedData
UnifiedData
VoiceVoice
VideoVideo
DataData VoiceVoice
Video Conf.Video Conf.
EmailEmail
DataNetwork
DataNetwork
ConvergedIP NetworkConvergedIP Network
All media Same wire
DataData
PBXPBX
NEW WORLDNEW WORLD
Cisco ICM software unifies Old World and New World applications
47Presentation_ID © 1999, Cisco Systems, Inc.
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