it's time to replace your old call center acd. what are your next steps?
TRANSCRIPT
It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps?
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It’s Time To Replace Your Old Call Center ACD. What Are The Next Steps?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Presenters
Darryl AddingtonSolution Strategy Director
Genesys
Brendan DykesSr. Solution Marketing Manager
Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Key Steps in ACD Replacement
Best Practice, Standards-based Approach to Implementation
• Network Readiness / Appropriate Architecture• Business Continuity, High Availability, Disaster
Recovery• Security & Compliance Considerations• System Readiness – Load Testing, Fail Over Simulation• Serviceability, Operational Maintainability & Support
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
To understand the decision
Multi-Channel World
Higher Customer Expectations
IT Best Practice Evolution
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
25% of consumers use
1 or 2 channels
52% of consumers use
3 or 4 channels
22% of consumers use
5 or more channels
3 channels 4 channels 5 or more channels1 channel 2 channels
N=8,000
74% use at least3 channels
Source: Ovum
Customers Using Many Different Channels
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Data and Business Rules
•Context• Customer Understanding• Business Insights•Skills• Business Knowledge• Channel Competency• Language Skills•Presence• Resource Availability•Business Rules• How to handle the contact based on the above
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Network Readiness and Appropriate Architecture
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Open Standards Drive Flexible Deployment Options
Siemens Sonus Broadsoft
AspectRockwell
AvayaNortel
Built in ACD
Softswitch for the Enterprise
SIP
T-Server
CTI LINK CTI LINK
Call Manager
JTAPI
Switch
T-Server
Network
SIP
SIP for Contact Center
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
Starting with Telephony…
•Today the Contact Center needs a telephony platform that is:
Designed for Customer Service and Sales• Thin• Flexible• IP-based• Open Standards-based• Highly Scalable• Highly Resilient
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
Genesys Network Readiness Assessment
Network Analysis and Readiness• Analyze the network and create
benchmark• Insert the probing devices into
the network• Schedule testing
VoIP Traffic Generation• Varied levels of traffic• Measurements and gathered
information• Conducted after hours• Controlled environment
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
PBXACD
IVRs
Digital Set
Call Recording
Agents can be located anywhere
Systems are supported as standard software
Legacy Contact CenterData Center
Outsourcer
Remote CenterBranch Office ExpertHome
Main Call Center
IP/SIP phone
Agents Anywhere
Genesys SIP Normalizes Support and Enables Virtualization
Digital Set
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
Contact Center Virtualization with SIP
•A truly virtualized contact center operation takes advantage of skills wherever they are:
• All Contact Center Teams• All Contact Center Locations• Home Workers• Outsourced Partners• Back Office• Branches Offices and Retail
Stores
ContactCenter
BackOffice
HomeWorker
BranchOffice
RetailStore
Outsourcer
ContactCenter
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Primary Data Center
OutsourcerCall Center
Branch Office Remote AgentMain Call Center
Business Continuity, HA and DR for Geographic Redundancy
Contact Center 1 Contact Center 2 Other Agent Locations
PSTN or SIP Trunk
Media Gateway
SIP
Contact Center 1
Backup Data Center
SIP
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Security and Compliance Considerations
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
Load Testing & Operational Assurance
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
Serviceability, Maintainability & SupportROI Tools To Assess Initial Savings and Ongoing Maintenance and Support Costs
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Further Learning…
•On Demand Webinar: •Save up to 50% by Migrating from an ACD/PBX Environment to a SIP-based Contact Center. Hear the Ticketmaster Success Story
•View this webinar to learn how:• Ticketmaster achieved 60% decrease in annual maintenance costs & ROI in
18 months by moving to SIP• You can add new channels such as IM, video, and real-time collaboration via
the web• An open, SIP standards-based, 100% software solution, you can innovate
your customer service operation with new channels, media types, or staffing models. You can accomplish all this and lower contact center OPEX by up to 50%
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Optimal Solution Characteristics
Best Practice, Standards-based Approach to Implementation
• Network Readiness / Appropriate Architecture• Business Continuity, High Availability, Disaster
Recovery• Security & Compliance Considerations• System Readiness – Load Testing, Fail Over Simulation• Serviceability, Operational Maintainability & Support
Key Takeaways
Replace your ACD with a next generation customer engagement solution:1. Designed for Multi-Channel2. Data and Business Rule Driven3. Standards-based Software4. Proven Deployment Model5. Lower TCO
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21
Ask the Experts!
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Darryl AddingtonBrendan Dykes
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