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COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED.Contact CenterTransformationJanuary 2013
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 2The Network Fuel™ Company
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 3Contact Center Transformation“Contact Centers a...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 4Contact Center TransformationMarket UpdateIP Tr...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 5Continued Shift to IP Agent Positions Worldwide...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 6Total Contact Center Agent Installed Base by Re...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 7WEBRTCContact Center SolutionsIP Transformation...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 8IP Transformation – Phase 1• IP enable applicat...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 9IP Transformation – Phase 2• Media RichCommunic...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 10IP Transformation –ConsiderationsFirst phase, ...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 11WEBRTCContact Center SolutionsIP Transformatio...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 12Complete Contact Center Solution Provider in F...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 13Vocalcom IP Transformation ArchitectureGateway...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 14WEBRTCContact Center SolutionsConsolidationCon...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 15Contact Center ConsolidationSupport Outbound-I...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 16Contact Center ConsolidationCost reductionElim...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 17Consolidation - ConsiderationDifferent vendors...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 18WEBRTCContact Center SolutionsCustomer Service...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 19Customer Service Interfaces Separate Voice + D...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 20Communication being re-defined once againAudio...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 21What• Technology allowing developers to build ...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 22Customer Service Interface: Data, Voice, Video...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 23Customer Service Interface - ConsiderationsWeb...
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 24Contact Center Transformation - SummaryIP Tran...
Dialogic, Veraz, Brooktrout among others as well as related logos, are either registered trademarks or trademarks of Dialo...
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Contact center transformation

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Transcript of "Contact center transformation"

  1. 1. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED.Contact CenterTransformationJanuary 2013
  2. 2. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 2The Network Fuel™ Company
  3. 3. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 3Contact Center Transformation“Contact Centers are at the cutting edge of communicationstechnology, in large part because the payoff can be rapid andthe ROI easily quantifiable:Contact centers represent the customer-facing part of theorganization, meaning that deployment of faster, better, moreengaging technology can result in more satisfied customers whospend more money with your business.”Source:EnterpriseConnect
  4. 4. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 4Contact Center TransformationMarket UpdateIP TransformationConsolidationTransforming theCustomer Service Interface
  5. 5. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 5Continued Shift to IP Agent Positions WorldwideAgent Shipments / TDM vs IP by RegionNorth America, Western Europe 90%+ IP Agents in 2012All other regions 25 – 50% IP Agent in 2012IP Consolidation OccurringOptimizing VoIP traffic and networksTotal TDM vs. IP Agent Shipments and Market Size, Worldwide, 2007-2016Source: Gartner (March 2012)0500,0001,000,0001,500,0002,000,0002,500,0003,000,0002007 2008 2009 2010 2011 2012 2013 2014 2015 2016IP Agent Shipments TDM Agent Shipments
  6. 6. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 6Total Contact Center Agent Installed Base by RegionData Points:- Mature Regions- NAR huge butdeclining- WE, EE, Japanslow growth- Agent Growth Regions- APAC- LATAM- MEAAPACWestern EuropeNorth AmericaLATAMMEAEastern EuropeJapan
  7. 7. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 7WEBRTCContact Center SolutionsIP TransformationContact Center Transformation
  8. 8. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 8IP Transformation – Phase 1• IP enable application software• Gateways and software replaceintegrated voice cards• Connect to callers onfixed line and mobilenetworks via VoIPmedia gateway
  9. 9. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 9IP Transformation – Phase 2• Media RichCommunications• Voice, video, text• Connect remoteagents via IPCost reduction is a drivingfactor, but also …DifferentiationEnhancing user experiencewith context sensitivesession handling• Hybrid appliances (SBC +GW) enable contact centersolution providers tomanage timing and scopeof investment• Connectivity option evolve fromgateways to Session BorderControllers as carriers shift from PRI toSIP trunks• SBCs interconnect Users & multiplenetworks• Interworking call flows• SIP normalizationbetween vendors,applications and CSPs
  10. 10. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 10IP Transformation –ConsiderationsFirst phase, IP transformation is implemented in the system architecture of the contact centerMedia processing technology transitions from specialized DSP hardware to server softwaredeployed on standard computing platforms or virtual machinesCall processing and signaling technology transitions from TDM protocols and switching fabrics toIP protocols such as SIP, network interfaces transition from specific TDM to generic EthernetportsThe application servers and media processing can become distributed across multiple serverswith added scalability and deployment flexibilityEnables Rich Media Support - Acceleration of services involving multiple modes ofcommunication (voice, video, tones, fax, text, etc.)In the second phase, IP transformation extends to the public network, and IP services such as SIPtrunks are interconnected via Session Border Controllers
  11. 11. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 11WEBRTCContact Center SolutionsIP Transformation - ExampleContact Center Transformation
  12. 12. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 12Complete Contact Center Solution Provider in FranceInteractive Voice ResponseAutomatic Call DistributorAgent Positions and SupportCall RecordingIP Transformation PhasesTDM / PSTN DSP Boards to Media Processing Software SolutionIntegrated Application and Media Server to Distributed ArchitectureScalable, Resiliency, Redundancy, can be VirtualizedPremise based solutions to Hosted, and Service Provider Network SolutionNetwork Connectivity ‘Any-to-Any Support, SIP/VoIP Trunk SupportPremise, Hosted,Service ProviderNetwork DeploymentScalable DistributedArchitectureSoftware SolutionIP Transformation – ExampleLow DensityPremise DeploymentsTDM Boards
  13. 13. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 13Vocalcom IP Transformation ArchitectureGateway -SBCPowerMedia NetworkSoftware MediaProcessing
  14. 14. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 14WEBRTCContact Center SolutionsConsolidationContact Center Transformation
  15. 15. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 15Contact Center ConsolidationSupport Outbound-Inbound SalesHelp DeskMany enterprises have multiple contact centers supportingdifferent functions or different business unitsSeparate platforms, separate management, operation silos• Higher cost• Multiplevendors• Duplicatedresources• Inconsistentuser experience
  16. 16. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 16Contact Center ConsolidationCost reductionElimination of redundant platforms, applications andresourcesEconomies of scaleOptimized performanceMore efficient queuing, WFM and routing managementImproved staffing efficienciesResiliency and uptimeBetter response to demand spikes or outagesExpand time zone coverageOperational efficienciesConsistent view of contact center performanceReal time visibilityDifferentiation and User ExperienceHigher performance through analytics and WFMConsistent sharing of intelligence to better understandcustomer interaction and transaction drivers• Consolidatedfunctionalityand centralizedmanagement• Distributedagent resources• Explore cloudbased optionsSource: Gartner
  17. 17. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 17Consolidation - ConsiderationDifferent vendors – different SIP implementations andextensionsNeed for both TDM and secure IP connectivityGateways are required to terminate PRI connectionsSBCS required to manage and secure sessions between IP basedservice providers and contact centersRelative maturity between connectivity optionsSS7/PRI more mature than SIP TrunksEach operator implements SIP trunk differentlyNeed to seamlessly connect to mobile customersComplex call handling and session control scalabilityTraffic profilesConnectivity to remote agents/offices
  18. 18. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 18WEBRTCContact Center SolutionsCustomer Service InterfaceContact Center Transformation
  19. 19. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 19Customer Service Interfaces Separate Voice + DataInternetVIDEO / AUDIO CALLPhone DirectoryWeb SiteSocial MediaHTTPHTTPProduct Information,Checkout Shopping Cart,ContactCenter SIP VoIP / PSTNCustomer feedback,Info push,AnalyticsEnterprise End User
  20. 20. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 20Communication being re-defined once againAudio and VideoCommunicationin the browser
  21. 21. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 21What• Technology allowing developers to build real-time audio and videocommunications right into web pages, without need of any clientapps or plug-insGoal• Enabling communications applications in the in the browser:• Voice and Video calls• Conferencing• Gaming• Social Media• Extending the reach of telecom services to internet applicationsBy whom• Google open sourced the WebRTC project . This has been followedby on going work to standardize the relevant protocols in the IETFand browser APIs in the W3C• Supported desktop browsers – Chrome, Firefox and Opera (supportcoming soon)• Apple and Microsoft yet to commit• Mobile web browsers to followWebRTC Overview
  22. 22. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 22Customer Service Interface: Data, Voice, VideoInternetVIDEO / AUDIO CALLPhone DirectoryWeb SiteSocial MediaHTTPHTTPProduct Information,Checkout Shopping Cart,ContactCenter SIP VoIP / PSTNCustomer feedback,Info push,AnalyticsEnterprise End UserWebRTCHTTP
  23. 23. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 23Customer Service Interface - ConsiderationsWebRTC adds easy, flexible voice and video into websites and applicationsApplicable to multiple sectors: telco services ,consumer web, enterprise communicationsOne of the most disruptive & important web/telecominnovations in yearsExtremely fast pace of evolution: weeks and months, not yearsForecast: 3 billion capable devices and 1 billion users of WebRTC by 2016*Contact Centre Adoption:Integration with Existing Contact Centre InfrastructureDeveloping a ‘Greenfield’ WebService WebRTC ApplicationSource: WebRTC MarketStatus and Forecast,Disruptive Analysis Ltd,February 2013
  24. 24. COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC, INC. ALL RIGHTS RESERVED. 24Contact Center Transformation - SummaryIP TransformationConsolidationTransforming theCustomer Service Interface
  25. 25. Dialogic, Veraz, Brooktrout among others as well as related logos, are either registered trademarks or trademarks of Dialogic Inc. and all companies controlling, controlledby, or under common control with Dialogic Inc. (“Dialogic”). The names of actual companies and products mentioned herein are the trademarks of their respective owners.01/13dialogic.com
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