contact center transformation

COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED.

Contact Center Transformation

January 2013

COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 2

The Network Fuel™ Company



“Contact Centers are at the cutting edge of communications technology, in large part because the payoff can be rapid and the ROI easily quantifiable: Contact centers represent the customer-facing part of the organization, meaning that deployment of faster, better, more engaging technology can result in more satisfied customers who spend more money with your business.”

Source: Enterprise Connect

http://www.nojitter.com/slideshows/240145268/top-contact-center-stories-of-2012?pgno=10�

http://www.nojitter.com/slideshows/240145268/top-contact-center-stories-of-2012?pgno=10�



Market Update IP Transformation Consolidation Transforming the Customer Service Interface


Continued Shift to IP Agent Positions Worldwide

Agent Shipments / TDM vs IP by Region North America, Western Europe 90%+ IP Agents in 2012 All other regions 25 – 50% IP Agent in 2012

IP Consolidation Occurring Optimizing VoIP traffic and networks

Total TDM vs. IP Agent Shipments and Market Size, Worldwide, 2007-2016

Source: Gartner (March 2012)

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

IP Agent Shipments TDM Agent Shipments


Total Contact Center Agent Installed Base by Region

Data Points: - Mature Regions

- NAR huge but declining

- WE, EE, Japan slow growth

- Agent Growth Regions

- APAC - LATAM - MEA

APAC

Western Europe

North America

LATAM

MEA Eastern Europe

Japan


WEBRTC Contact Center Solutions

IP Transformation Contact Center Transformation


IP Transformation – Phase 1

• IP enable application software • Gateways and software replace

integrated voice cards

• Connect to callers on fixed line and mobile networks via VoIP media gateway


IP Transformation – Phase 2

• Media Rich Communications

• Voice, video, text

• Connect remote agents via IP

Cost reduction is a driving factor, but also …

Differentiation Enhancing user experience with context sensitive session handling

• Hybrid appliances (SBC + GW) enable contact center solution providers to manage timing and scope of investment

• Connectivity option evolve from gateways to Session Border Controllers as carriers shift from PRI to SIP trunks

• SBCs interconnect Users & multiple networks

• Interworking call flows • SIP normalization

between vendors, applications and CSPs


IP Transformation –Considerations

First phase, IP transformation is implemented in the system architecture of the contact center Media processing technology transitions from specialized DSP hardware to server software deployed on standard computing platforms or virtual machines Call processing and signaling technology transitions from TDM protocols and switching fabrics to IP protocols such as SIP, network interfaces transition from specific TDM to generic Ethernet ports The application servers and media processing can become distributed across multiple servers with added scalability and deployment flexibility Enables Rich Media Support - Acceleration of services involving multiple modes of communication (voice, video, tones, fax, text, etc.) In the second phase, IP transformation extends to the public network, and IP services such as SIP trunks are interconnected via Session Border Controllers



IP Transformation - Example Contact Center Transformation


Complete Contact Center Solution Provider in France Interactive Voice Response Automatic Call Distributor Agent Positions and Support Call Recording

IP Transformation Phases TDM / PSTN DSP Boards to Media Processing Software Solution Integrated Application and Media Server to Distributed Architecture Scalable, Resiliency, Redundancy, can be Virtualized Premise based solutions to Hosted, and Service Provider Network Solution Network Connectivity ‘Any-to-Any Support, SIP/VoIP Trunk Support

Premise, Hosted, Service Provider

Network Deployment

Scalable Distributed Architecture

Software Solution

IP Transformation – Example

Low Density Premise Deployments

TDM Boards


Vocalcom IP Transformation Architecture

Gateway - SBC

PowerMedia Network

Software Media Processing



Consolidation Contact Center Transformation


Contact Center Consolidation

Support Outbound-Inbound Sales

Help Desk

Many enterprises have multiple contact centers supporting different functions or different business units Separate platforms, separate management, operation silos

• Higher cost • Multiple

vendors • Duplicated

resources • Inconsistent

user experience


Contact Center Consolidation

Cost reduction Elimination of redundant platforms, applications and resources Economies of scale

Optimized performance More efficient queuing, WFM and routing management Improved staffing efficiencies

Resiliency and uptime Better response to demand spikes or outages Expand time zone coverage

Operational efficiencies Consistent view of contact center performance Real time visibility

Differentiation and User Experience Higher performance through analytics and WFM Consistent sharing of intelligence to better understand customer interaction and transaction drivers

• Consolidated functionality and centralized management

• Distributed agent resources

• Explore cloud based options

Source: Gartner


Consolidation - Consideration

Different vendors – different SIP implementations and extensions Need for both TDM and secure IP connectivity

Gateways are required to terminate PRI connections SBCS required to manage and secure sessions between IP based service providers and contact centers Relative maturity between connectivity options

SS7/PRI more mature than SIP Trunks Each operator implements SIP trunk differently

Need to seamlessly connect to mobile customers Complex call handling and session control scalability

Traffic profiles Connectivity to remote agents/offices



Customer Service Interface Contact Center Transformation


Customer Service Interfaces Separate Voice + Data

Internet VIDEO / AUDIO CALL

Phone Directory

Web Site

Social Media

HTTP

HTTP Product Information,

Checkout Shopping Cart,

Contact Center SIP VoIP / PSTN

Customer feedback, Info push,

Analytics Enterprise End User


Communication being re-defined once again

Audio and Video Communication in the browser


What • Technology allowing developers to build real-time audio and video

communications right into web pages, without need of any client apps or plug-ins

Goal

• Enabling communications applications in the in the browser: • Voice and Video calls • Conferencing • Gaming • Social Media

• Extending the reach of telecom services to internet applications

By whom

• Google open sourced the WebRTC project . This has been followed by on going work to standardize the relevant protocols in the IETF and browser APIs in the W3C

• Supported desktop browsers – Chrome, Firefox and Opera (support coming soon)

• Apple and Microsoft yet to commit • Mobile web browsers to follow

WebRTC Overview


Customer Service Interface: Data, Voice, Video

Internet VIDEO / AUDIO CALL

Phone Directory

Web Site

Social Media

HTTP

HTTP Product Information,

Checkout Shopping Cart,

Contact Center SIP VoIP / PSTN

Customer feedback, Info push,

Analytics Enterprise End User

WebRTC HTTP


Customer Service Interface - Considerations

WebRTC adds easy, flexible voice and video into websites and applications Applicable to multiple sectors: telco services , consumer web, enterprise communications One of the most disruptive & important web/telecom innovations in years Extremely fast pace of evolution: weeks and months, not years Forecast: 3 billion capable devices and 1 billion users of WebRTC by 2016* Contact Centre Adoption:

Integration with Existing Contact Centre Infrastructure Developing a ‘Greenfield’ WebService WebRTC Application

Source: WebRTC Market Status and Forecast,

Disruptive Analysis Ltd, February 2013


Contact Center Transformation - Summary

IP Transformation Consolidation Transforming the Customer Service Interface

Dialogic, Veraz, Brooktrout among others as well as related logos, are either registered trademarks or trademarks of Dialogic Inc. and all companies controlling, controlled by, or under common control with Dialogic Inc. (“Dialogic”). The names of actual companies and products mentioned herein are the trademarks of their respective owners.

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