How SIP Delivers your Next Generation Customer Service Platform
 

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  • Continued shift from hardware to softwareFlattening out indicates a lot of pent up demand as people try to determine which tech options are bestQuestions of cloud, SIP, IP, recession all play into the fears people have
  • The value of IP transformation has been risingThe value that enterprises derive from their transition to IP-based technologies improves as those technologies become more high value (see Transformation of value from IP over time). Enterprises began the transition to IP by moving their telephony networks from TDM to IP driven by increasingly solid reliability, quality and security from business-focused VoIP services. While the concerns over voice quality made the overall transition slower than expected, it is no longer unusual for enterprises to look to IP-based telephony as a key business objective. The primary driver and benefit of this move was a clear reduction in telephony transport costs. And while it is hard to dispute the value of cost-savings to an enterprise, IP at this level was not truly a game changing technology.Once IP telephony was in place and proven successful within enterprises, the contact center began to experiment with the technology. IP endpoints – primarily IP phones, but also softphones and USB headsets – began to spread into contact centers. But again, the primary driver was cost reduction; the IP endpoints reduced an enterprise’s equipment and infrastructure overhead. The value of IP to the enterprise did, however, increase in the case of true IP endpoints which reduced or eliminated the need for complex and expensive CTI projects. This cut costs while also providing agents with better information, reduced key metrics like average handle time and, theoretically, provided a richer and more satisfying customer experience. Contact centers and enterprises have, however, started to explore some truly higher value benefits of IP: virtualization of disparate inhouse contact centers into single organizations with unified administration and a virtual queue that could incorporate numerous agent pools; work-at-home agent models; improved scalability; expanded reporting capabilities; and easier integration of multichannel interactions into a customer interaction organization. Additionally, presence engines and enterprise-wise unified communications solutions offer the promise of having a unified enterprise, that includes the contact center, as well as branches, in a single, IP-centric environment, as seen in Transformation of value from IP over time. To achieve these high-value business benefits, enterprises continue to need business transformation services and this is an area where IP contact center vendors can differentiate themselves over the next few years..
  • The New Conversation is delivered by 5 building blocks:People: By enabling people with the right knowledge & tools you set them up to deliver a great customer experience while making sure they can handle customer conversations in an efficient & effective wayChannel: Genesys supports all popular customer communication channels from conventional telephony & email through chat, social channels & mobile interactions.Conversation: We no longer believe that customers only have interactions with you. They have conversations. The challenge is that these conversations span multiple channels at different moments in time and can be handled by different people in your organisation. The customer experience is build across your entire Customer Service Chain.Insights mean you have the right management information at hand to make real time decisions or analyze key trends and correlations to further optimize your efficiency & quality.All of this is done on the foundation called CIM Platform. It ensures a well integrated architecture that can scale to your needs and by offering an open aproach enables you to work together with your other mission-critical business applications such as CRM, ERP & Sales systems.
  • Music TodayNo cost replacement of a no feature old cisco platformReporting, WorkForce, DR, Load sharing with large centersSmall GroupsWe offer Genesys as a service to small groups that would not have any contact center infrastructure

How SIP Delivers your Next Generation Customer Service Platform Presentation Transcript

  • 1. How SIP Delivers Your Next-Generation Customer Service Platform
  • 2. Presenters Keith Dawson Keith Pearce Principal Analyst, Customer Experience & Interaction Ovum @keithdawson @pistolprce VP of Solution Marketing Genesys @pistolprce @pistolprce 2 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 3. Focus Points   What mid-sized enterprises need from a next-generation switch is different from the previous versions  Why should you consider SIP? Where are you on the switching maturity ladder?  3 Call routing is changing – rapidly: SIP/IP, multichannel, cross-channel How should a firm future-proof their call handling, given the dramatic changes that are taking place? © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.
  • 4. The changing switch landscape TDM 1990s  Legacy PBX/ACDs  Expensive, proprietary and complex 4 IP 2000s  First-gen switches also largely proprietary  Needed to perform in hybrid environments SIP 2010s  Truly open standard  Better multimedia handling  Interaction control through software © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.
  • 5. Customers demand additional channels 52% of consumers use 3 or 4 channels 74% use at least 3 channels 25%of consumers use 22% of consumers use 1 or 2 channels 5 or more channels 1 channel 2 channels 3 channels 4 channels 5 or more channels N=8,000 Source: Ovum 5 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  • 6. Spending on call routing is shifting… $4,000 $3,500 $3,000 $2,500 $2,000 Inbound Software Inbound Hardware $1,500 $1,000 $500 $0 2011 2012 2013 2014 2015 2016 Source: Ovum 6 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  • 7. Rising value of IP technologies Network Endpoints Business Value Reduced equipment & infrastructure costs Reduced telephony charges Customer and agent Contact Center Enterprise Applications • Multimedia • Presence • Enterprise wide interaction routing Holistic contact center view IP-Centric Enterprise Time 7 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  • 8. Enterprise journey to modern call routing Impact Differentiation Phase Hybridization Phase Traditional Phase Triage/Startup Phase • Standard PBX as combination enterprise telecom and contact center tool • Contact center is reactive to customer inquiries • Standalone TDM ACD • Center begins to institute processes for effective routing and operational efficiency • Tools are usually proprietary and hard to integrate • First dip into IP/TDM hybrids • Businesses look to IP to start looking at non-voice channels (chat & email) • Awareness of the post-CTI need for better integrations between switch and apps • Start of transition to open standards • Emergence of SIP call routing tools • Better integration with enterprise software apps • Better scalability and reliability • Enterprise begins to use call/contact handling as a competitive differentiator Time Source: Ovum 8 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  • 9. Why SIP? Why Now?   Ability to integrate corporate and contact center applications  Native support for diverse interactions, including collaborative multichannel apps, customer mobility, virtual operations, outage routing  SIP call handling extends past voice: chat, video, enterprise communications  Reduced disruption from cross-platform integrations  9 Cost savings in network operations, reduced trunks Insurance against vendor consolidations and legacy roadmap confusion © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.
  • 10. SIP solution to legacy ACD/PBX issues Capacity Future Roadmap • Quicker time to deployment (for install and upgrades • Grow CC without continuing investment in legacy switch • Reallocate agent capacity to other enterprise uses • Add new media types/channels • Extend customer service into branch & back office 10 Stability • Migrate agents off legacy platform • CC agents put great demands on PBX • Always-on during business hours • Enterprise users see greater platform stability when CC agents are moved to SIP • Less demanding usage and feature requirements outside the CC • Address current concerns with a future-proof solution • Highly scalable • Multimedia-ready • Voice • Video • IM/Chat • Support for Enterprise-wide Customer Service • Cost-efficient for mobile workers and customers • Branch and back office extensions © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.
  • 11. Weighing the options What are your realistic growth / change expectations? Over how long a period of time?  Will you be expanding your contact handling capacity within the buying period?  Sharp swings in volume  Long-term (permanent) expansion or short-term needs  What are the current and future expectations for contact channel management?  Social media integration  Digital/web channels  Cross-channel interactions  Advanced self-service  Customer or agent mobility  What plans are already underway (or planned) for customer-related enterprise software that needs integration?  What silos exist that can/should be integrated? 11 © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.
  • 12. Take-aways   TDM and hybrid IP/TDM do not provide sufficiently robust features or future-proofing  Enterprises need open systems like SIP to provide flexibility in the choice of applications and components  Legacy switching is reaching end-of-life as the market reaches a once-a-generation transformation  12 Customers are demanding multichannel contacts – straining at the capabilities of legacy switches If service delivery and customer experience are critical differentiators for an enterprise, openness and flexibility are essential © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  • 13. The Next-Gen Customer Service Platform from Genesys Keith Pearce Vice President, Solution Marketing, Genesys @pistolprce @pistolprce
  • 14. One to One Delivers Engaged Customers 14 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 15. Genesys Platform Enables One to One 15 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 16. Three Primary Arguments For SIP 1 Focus on SERVICE VIRTUALISATION Develop a customer management system that ignores geographical and organisational boundaries. 2 Focus on 3 Focus on ANY CHANNEL ANYTIME Ensure your technology can seamlessly support any access channel at any time with context. A LOWER TCO Implement a standards based, software-only approach that provides flexibility for the future 16 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 17. An Evolutionary Approach Conversation Cloud & SaaS Centralization Disparate platforms & applications Consolidation / Standardization 17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 18. SIP Infrastructure Transformation CTI Routing SIP Transformation ACD PBX PBX Contact Center 18 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 19. Enterprise-wide Unified Agent Pool Across Enterprise via UC SIP Communications Server Branch, Retail, Field Workers Knowledge Workers Contact Center Outsourcers Remote Agents 19 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 20. From Proprietary to an Open, Modular Approach Genesys Reporting Apps Attached Data Genesys Workforce Management QA/Learning Mgt Speech Analytics SpeechMiner Time Management Voice Self-Service GVP Interaction Workspace (GAD) Softphone Customer Survey 20 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 21. Ask the Experts! Keith Dawson Keith Pearce For more information, please visit www.genesys.com Email us: enterprise.programs@genesys.com 21 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 22. Upcoming Webinars Should You "Switch-off" Your ACD? Hear Why CareFirst BCBS is Switching to a SIP-based Contact Center Wednesday May 29, 2013 2 PM Eastern / 11 AM Pacific 1 PM Mexico City / 3 PM Sao Paulo 3 PM British Summer Time Best Practices for 1-to-1 Customer Service Series of 6 Webinars 1:1 Customer Service Best Practice #3: Take Your Contact Center Routing Out of the Queue Wednesday June 06, 2013 2 PM Eastern / 11 AM Pacific 22 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 23. Thank You for participating! For more information, please visit www.genesys.com Email us: enterprise.programs@genesys.com