ibm italia hosted contact center in egypt rome, march 25th

ITDelivery – IMT Italy

©2009. All rights reserved.

Fausto Bramati, PMP®Fausto Bramati, PMP®Executive Project ManagerExecutive Project Manager

IBM ITALIAIBM ITALIAHosted Contact Center in EgyptHosted Contact Center in Egypt

Rome, March 25thRome, March 25th


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© 2009 IBM Corporation


Agenda

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1 Avaya-IBM partnership

Current environment

3 How Egypt site fit in Italian environment

4 Values to Customer


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• Strategic Alliance since 2001

• Mission: To provide end-to-end solutions that help customers to mitigate risk, gain flexibility, optimize customer service and increase productivity

• Several strategic technology relationships that call for the joint implementation of Avaya and IBM solutions in unified communications and contact centers

• 12 joint demo centers worldwide showcasing joint industry and horizontal solutions• IBM has more certified Avaya resources than any other SI partner, allowing for seamless customer

implementation and support

Complimentary solutions, Common Goals

Vibrant Technology and Services Collaboration

Enduring Partnership

IBM and Avaya are aligned with each other strategically and tactically. Avaya and IBM share a common vision of how voice solutions and information technology have converged, which benefit our clients all over the world. We have mutual senior executive support who is committed to growing our business and joint customer base in every geo.

1 Why IBM and Avaya?


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Solution Control Centers• System Management and Configuration• Solution Contol• Intelligent Routing Servers• Reporting Servers• Workforce Management Servers• DR Support

Media Clusters• IVR• IP PBX / SIP Servers / TDM (tactically)• Quality Monitoring Servers• Strategically distributed to minimize cost and optimize performance and reduce outages

PBX

TserversStatServers

IVRQAM

SIP Servers

IVRQAM

SIP Servers

IVRQAM

SIP Servers

IVRQAM

FrameworkManagement

RoutingReporting

IVR Interface

Outbound Contact ServerCall Progress Detection

MCR Servers(Chat, Email)

Interface ServerFramework

ManagementRouting

ReportingIVR Interface

Outbound Contact ServerCall Progress Detection

MCR Servers(Chat, Email)

Interface Server SIP Servers

IVRQAM

SIP Servers

IVRQAM

2 IBM Italy Service Desk as part of the WW IBM network

As part of the IBM WW network strategy, Italy virtual service desk provides clients with services leveraging on the latest and innovative IP Hosted Contact Center Shared Infrastructure (CCSI) based on Avaya & Genesys technologies

Ability to deliver services on a large scale

Virtual routing Skill sharing Multichannel routing (voice,

e-mail, chat, web) Flexibility Scalability High Reliability Productivity


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IMT ItalyMILANO Campus

C.Bramati 7 Mar 2008IMT Milano Campus

ITD SSD

PAN-IOT Services

Dual Site Shared Management Framework &

Central Services

Datacenter Capability

DC Customer environment

Customer CustomerCustomer

2 Milano Campus: Building Blocks design and IT Delivery operations

GSNI gateway GSNI gateway

Managementframeworks

Managementcapability

9 Network9 Network 9 Network

MPLS Campus

C7600C7600

C7600

C7600

C7600

C7600

SAN LANBKP

LANITO

LANODCS

DC ConnectivityFacilities

LANODCS

LANITO

LANBKP

SAN

DC Connectivity Facility

SAN LANBKP

LANODCS

LANITO

DC ConnectivityFacility

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Power Supply 3Power Supply 1 Power Supply 2

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Server RouterServer


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2 Italian Contact Center Shared Infrastructure (CCSI) OverviewGreen dual siteData Centers

Torino

Napoli

Roma

MPLS

Dual site architecture for business continuity Dual Homing/Redundant fiber connection:

provider and path VoIP technology based (H.323 and SIP) IVR with text-to-speech and speech

recognition CTI based Framework : Multi-channel routing

environment (Voice, Mail, Chat, Web) ITIL Service Desk application Volumes :

# seats 500 # delivery centers 4 # customers 310 # service hours 24 x 7 # call 4.800.000 # languages 24


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3 Background

IBM is opening a new Call Center in Egypt based on the existing Italian call center infrastructure , initially starting at 280 heads and moving to a total of 740 by the end of 2010.

IBM has signed a contract with the Egypt government to deliver contact centre and Back office work out of a Cairo building by the first half of 2010.

The seats will expected to be 95% operated for contact centre activities versus Back office operations.

The solution is based on Avaya technology due to the best in class solution proposed and competitive pricing

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3 Final Contact Center Shared Infrastructure (CCSI) infrastructure (Egypt view)


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3 Solution highlight

The solution will provide :

– Redundant PSTN installation between Milan DCs

– Inbound customer call will flow in PSTN in Milan DCs

– IBM business call will flow in-out form PSTN in Egypt

– Full Avaya technology will be used for ACD, PBX, Recording, QM, Voice Mail, Reporting

– Redundant components for ACD, PBX, Reporting, Voice Mai

– Dual PBX installation in Egypt

– Solution scalable over 1000 of seats

– Solution ready for CTI integration


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4 Value to the customer

Cost :

– Stable and predicted based on agreement

– Reduced TCO based on large scale of integration in a secure environment

Quality :

– Improved services based on committed Service Level Agreements

– Focus on Core Business

Time :

– Fast implementation less than 6 months

– Continuous evolution of infrastructure at state-of-art


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ibm italia hosted contact center in egypt rome, march 25th

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