Sprint Choices

Sprint VoIP Solutions

Sprint Hosted Contact Center

Your virtual contact center without the hassle of supporting the infrastructure

Sprint Choices

How It WorksThe Hosted Contact Center platform, built upon Avaya’s S8700 servers housed in Sprint’s Data Centers, is secure and designed for maximum availability. Dedicated systems and software for your company ensure data integrity and security as well as maximum flexibility. The solution supports:

n Agents regardless of location: including international sites and at-home agents

n IP, TDM or analog voice connections

n Central or distributed call flow

n Local Survivable Processors (LSP)

Because Sprint Hosted Contact Center is a fully hosted and managed solution, you can reduce the financial, implementation and management risk of a premises-based IP solution.

With the hosted delivery model from Sprint and Avaya, the secure, IP-native Sprint MPLS network connects a client’s call centers and remote agents to a Sprint data center, where industry-leading Avaya hardware and contact center applications provide advanced features and functionality that have previously only been affordable to large enterprise customers.

The flexibility of a hosted solution makes it possible to add or remove agent stations as growth or seasonality dictates – which can provide significant financial and operational flexibility. On top of that, the solution is fully managed and maintained by a dedicated Sprint support team.

Simply pay a per-seat-per-month service fee to enjoy the full benefits of a complete, state-of-the-art, network-based contact center solution.

Incoming and outgoing calls are routed through the Sprint data center in privacy and security, while agents can access customer information and other essential company data via the same integrated network. Agents can use an IP Phone or IP softphone on their PC to handle incoming and outbound customer interactions, employ a full range of calling features, and take advantage of advanced contact center functionality.

Supervisors can monitor and manage agents in real time and access usage and system information through a web interface. Customized reporting can provide the real-time status of business operations. Support is always available from a dedicated Sprint service team.

VoIP is here and it is here to stay. Sprint eases migration to let you get back to what you do best – taking business to the next level.Sprint Hosted Contact Center, powered by Avaya, is a fully managed, IP-based contact center solution that allows enterprises to enjoy best-in-class features without the costs or complications of deploying and maintaining a premises-based solution. The hosted solution provides exceptional versatility and control, as well as easy integration with existing applications and processes. Sprint Hosted Contact Center truly combines the best of both worlds: the power and performance of Sprint’s network with the top-of-the-line Avaya premises-based system delivers the savings and simplicity of a managed Sprint solution.

Sprint Choices

Service OfferingThe Base Automatic Call Distribution (ACD) Voice Package includes all of the features and flexibility required to support full call center functionality. VoIP connectivity and software-based PC softphones allow agents to handle incoming and outgoing calls with a seamless connection to the traditional phone network. The system also supports advanced call routing, access to company applications or the Internet, announcements and prompted CED (Customer Entered Digits) collection, and standard supervisor controls.

You can easily enhance the basic package by adding optional advanced features as needed.

Optional Advanced Featuresn Advanced CTI – Supports powerful integration with

company applications and data for more precise call routing and customer-specific call information and handling.

n Multi-Channel Contact Center (voice, fax and email channels) – Supports seamless email integration when added to Advanced CTI.

n Self Service (IVR) – Allows pre-processing or complete servicing via automated voice menus, with connection to a live agent as appropriate.

n Business Telephony Extensions and Voice Mail – Integrated support for non-agent phone extensions and features.

n Call Recording and Quality Monitoring – Enables bulk call recording, random or selective quality monitoring, and user-initiated recording.

n Predictive Dialers – Increases right party contacts and transactions per hour with a single, seamlessly integrated presentation of all information and options to the agent desktop.

n IP Hard phones – A full range of desktop phones, including basic handsets, specialized call-center phones, phones with full-color digital displays, and conference speakerphones.

Sprint and Avaya, giving enterprises the competitive advantage with the convergence of wireline and wireless applications.

SprintMPLS

Customer Calls

Summit 200-48

Extreme SummitBD 10K

Redirection of Toll Free traffic

for business continuity

NetscreenFW

PE

PE

PE

PE

PE

PE

PE Call CenterPlatform Gateway to MPLS

GIG EthernetDual PE/dual GIGE

connection

LAN Switch

Agent Environment

CaliforniaCERouter

Ireland

LAN Switch

Agent Environment

RouterCanada

Local Burstable Bits

LANSwitch

Media Gateway G700

CE Router

Agent Environment

Supervisor Management

Client (Any Center)

New York

LAN Switch

Agent Environment

Router

Taiwan

LAN Switch

Agent Environment

Router

Japan

LAN Switch

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Router

Avaya Call Center Architecture

CTIRecording IVR

ReportingSprint Data Center, Lenexa, KSExample of a Customer

Installation

Sprint Choices

Benefitsn Market Leadership – Avaya’s world wide leadership in

Contact Center application combined with Sprint’s leading wireline and wireless solutions.

n Risk Mitigation – The Sprint/Avaya solution is pre-tested and configured and fully managed, providing a smooth, easy migration to IP, without having to build all of the resources in house to design, implement and manage the solution.

n Scalability – Versatile Avaya platform managed by Sprint for exceptional scalability, from skill-based routed voice call centers to multi-channel contact centers.

n Flexibility – Integration with existing systems eases the migration to VoIP with choice of the most appealing package for current business needs and easy upgrades as needs change with the ability to add or remove agent stations to accommodate busy seasons.

n Business Continuity – Fully redundant hardware, software, and network components to eliminate the risk of a single point of failure.

n Security – Voice and data traffic carried on the private, secure, native-IP Sprint network.

n Service/Support – Dedicated support from Sprint and strong service level agreements (SLAs) for real peace of mind.

n Cost Savings – A success-based, pay-as-you-go pricing model designed for an Operational Expense versus Capital Improvement budget. Take advantage of greatly reduced management costs with minimal on-site equipment requirements.

n Predictable Costs – A single, predictable monthly fee for services, full Sprint support, and system maintenance and upgrades.

n Future-Proofing – Hardware and software is maintained and updated by Sprint for cutting-edge performance without the risk of obsolescence or expensive updates.

n Ease of Use – Support for current practices and integration of advanced new features using familiar equipment and intuitive phone and web interfaces. Minimal training is required.

© 2006 Sprint Nextel. All rights reserved. SPRINT, the “Going Forward” logo, the NEXTEL name and logo and other trademarks are trademarks of Sprint Nextel.

n Administrative Controls – All agents remain under the control of the enterprise, providing a major distinction between a hosted solution and a full outsourcing service. Manage and track customer interactions from multiple communication channels using reporting and online tools.

n Disaster Recovery – Fully hosted network-based services, minimal site-specific components, and immediate call rerouting for a rapid return to business as usual, plus full redundancy to eliminate the risk of a single point of failure.

Why Sprint?Sprint and Nextel have come together, offering you more choice and flexibility. And with a breadth of experience, tools and technologies, Sprint teamed with Avaya Global Services, delivers planning, design, implementation, integration, maintenance and management support you can trust anywhere in the world.

This powerful combination brings you access to more products, more services and more of what you need – to do more of what you want. Welcome to a future full of possibility.

We are the new Sprint, and yes you can.SM

Why Avaya?Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Go Virtual – Be Flexible