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Contact Center SIP Migration
SYNERGY DRIVES SUCCESS@
One Voice – A Complete SIP Solution
One-Stop-Shop for all the components, support and services
End-to-end synergistic solution
Advanced and unique voice services
End-to-end turnkey solution, tested and verified, consists of all the hardware, software and services suite, all working seamlessly together
One Voice for Genesys – A Complete SIP Solution for Contact Centers
Self-Service
CU
STO
MER
EX
PER
IEN
CE
PLA
TFO
RM
Work ItemsA B
Rules
One-Source for all Components, Support & Services
Complete end-to-end solution from Genesys that consists of:
– Customer Experience Platform– IP-Phones, SBCs, Gateways– Centralized management and monitoring applications
Full life-cycle professional services programs that cover: – Network Readiness Assessment– Planning, Implementation and Operation
24x7 Support from Genesys single point of contact
Hand to Shake on Contract Negotiations
Point of Contact
The PiecesSession Border Controllers
– Data Centers & Branches
IP Phones– Partner Solution Focused
Genesys Application– The Solution Headliner
Integrated Management– “One ring to rule them all”
NVE – Who we are
NV Energy has served citizens in Nevada for 150 years,providing electricity and natural gas services.
With a staff of 2500 employees, NVE provides services to more than 1.3 million customers, and nearly 40 million tourists annually in a service area of nearly 46,000 square miles.
Initial Network StateTwo separate Contact Center Systems
– Second from acquisition
– Two separate agent pools
– No load sharing
PSTN Trunk Facilities (PRIs)
– Incoming PRIs sized to meet Busy Hour/Busy Day requirements
– Additional PRIs to Portland BPO
Expensive Capacity
Little Flexibility
Cost Savings
Greater Efficiency
– 1 Agent Pool vs 2 allows higher occupancy
Monthly Savings
in Trunking of 39%
Lower SIP Circuit Costs
– Negotiation via competitive RFP yielded significant savings relative to historical PRI costs.
SIP Trunk “Bursting” Capability
– No longer need to provision for Peak Load
– Base Capacity Commitment of < 50% of Peak
– Usage Based Pricing for Excess
Network Flexibility
Two Pools To One
– Single ACD with all Services
– Las Vegas Primary Site• Service Provider delivers to Las Vegas,
with overflow capacity going to Reno
• All Traffic to Reno if Las Vegas fails, either via SBC-SBC or from Service Provider if entire Site is down
– Reno = Overflow & Disaster Recovery
No longer constrained by Point-to-Point Facilities
SBC Selection
Issued RFP for SBC– AudioCodes SBC had lower cost, but still all required functionality– Single vendor support with Phones and Voice Quality Management was also attractive – Integration confidence from Genesys OEMing Solution and using in Production Test
AudioCodes Mediant 4000 Discovered with use how easy configuration is– Make periodic routing changes for Disaster
Recovery and other testing– Intuitive Interface makes changes easy to
make and understand
Ease of Use Relative to Competitors
is a Common Observation
EndPoint Selection
• Hard Phone selected because:– Immune from PC restarts
and CPU Starvation
• Genesys Hard Phone selected because of Phone Management– Status - Day 2 Visibility provides population status at a Glance
– Management - Logical Groups (Regions) with customized set of visible parameters makes moves and changes easy
– Solution Integration – With SBCs and Voice Quality Management, single vendor support, pre-integration
With no PBX to manage the Phones,A new management tool is required to avoid the nightmare of managing hundreds of phones individually.
MSFT offers VQ SLA in SfB only for Hard Phones
Network Assessment• Network Team Confident of
Network Configuration– Adequate bandwidth provided
It’s not really Ready until it’s Proven Ready
• Genesys Network Voice Readiness Assessment– Production level traffic on Production Network– VQ data pulled from SBCs & Phones under test– Despite assurances, QoS issues were discovered– A second test was done to validate resolution
• VoIP Introduction Very Visible– Network Performance Critical, but never tested
– Bandwidth alone not enough – eg QoS/Router Settings etc.
– “Should be good to go” not good enough!
Monitoring Voice Quality
• Voice quality is measured on AudioCodes SBCs and IP Phones
• Voice Quality and Call data sent to SEM• IP Phone data sent over media path & reported by SBC
• Updated during call if/when VQ metrics change
• SEM performs in-depth analytics & reporting
SEM
PBX
Periodic CDR with:- LAN & WAN QoEs- Far End QoEs- SIP Call Data
End of Call RTCP-XR Data via SIP Publish Periodic RTCP-XR
Data via Media Path
SBC
LocalUser
Remote User
More than just Voice QualityDashboard provides At-a-Glance view of network health and loading
Network, Device, & Interface Capacity Usage
is easy to see & track
Call and User lists highlight Agent dialing
errors that would otherwise be invisible
Filter calls by user, number, quality,
termination reason, error type, etc
Addition of SIP Call Datato RTCP-XR Quality Data
Provides a More Powerful Tool
The One Voice Solution – It’s Better Together
Integration from Operations perspective key factor in NV Energy selection
– Genesys Integration– Single Vendor Support– Integrated Management Suite– Single Technology
Differentiating design synergies are even more important– Work at Home Agents are a great example– Solution level Functionality requires coordinated contributions
from multiple network elements (SBC, IPP, EMS, SEM)
Remote Agent Advantages
Workforce Flexibility
• Short ramp up times
• Extended availability of specialized expertise
Agent Satisfaction
• Work at Home, no commute time/costs
• Lifestyle flexibility
Reduced Business Costs
• Real Estate footprint
• Labor costs
Remote Agent Challenges
Phone Management
• Many individual Phones in WAN
• Management infrastructure in the LAN
Security
• VoIP path traverses open Internet – major security exposure
Call Quality
• VoIP path traverses open Internet – not MPLS managed- No Quality of Service to prioritize (low latency) voice over data
- Potentially high packetloss and jitter
• Lower uplink speeds on Agent DSL/Cable modem
Cost
• Dedicated land line per Agent is very Expensive
Voice Quality assured by VoIPerfect™ Technology
• Advanced Voice Coders (Opus), enhanced voice processing engines and path optimization
techniques
• Enable reliable and high voice quality between web customers, remote agents, branches and the
data center over any network, including unmanaged broadband.
Security & NAT
Public Internet
Reverse Proxy
DMZ
User
Router
Data Center
Firewall
Web App
Firewall
IP Phone Access to EMS
• Reverse Proxy in SBC provides secure access for Phones in WAN to talk to EMS in LAN
• Available on AudioCodes Mediant SBCs and Gateways
InternetEnterprise
LAN
Far End NAT Traversal
• SBC knows SIP IP/Port from Registration
• SBC figures out Remote Agent media ports by waiting for incoming media packets to the public address given to Remote Agent Securing the Connection
• TLS for Signaling & SRTP for media
• Same authentication & encryption protocols used by VPNs
Phone Manager
• Only Customer Relevant Parameters made Visible
Management Access to Remote Phones
Every day Improvement for IT Admin Phone
Support
Day 2 Access & Visibility
• Real Time view of aggregate phone status
• Filter Phone population by any attribute
• Manage Work at Home Agents as a logical group
• Reverse Proxy integrated in SBC leverages Phone Authorization
• Gives Phones in the WAN access to Management in the LAN
• Gives Management in the LAN access to Phones behind Far End NAT (roadmap 2H17)
Day 1 Deployment Tools
• Manage Loads, Configuration Files
• Create Logical groups, with configuration profiles for each
• Update devices individually, en masse, or in groups
Bottom Line
“One Voice” SolutionsA pre-integrated synergistic set of Phone, Gateway, SBC, Voice Quality Monitoring components, and a single management tool to “rule them all”
Reduces effort & complexity, increases predictability
PartnershipGenesys Contact Center Business is a strategic focus for AudioCodes. Dedicated management, solution specific product investment/innovations, all underscore AudioCodes’ commitment.
Partnership means AudioCodes product suite will be in lock
step, not just today, but tomorrow as well.
There are many product and service capabilities that recommend AudioCodes as a Voicepartner for Genesys Contact Centers, but in the end the following two are what really
set AudioCodes apart
Thank you
SYNERGY DRIVES SUCCESS
Sharone Ben-LeviVP Business [email protected]
Larry ClarksonCTO [email protected]