It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?
 

It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

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  • The procedure detailed here consists of multiple steps:Interview the customer solution network engineers for the purpose of generating both a physical and logical topology of the customer network solutionInterview the customer solution engineers to develop an understanding the characteristics of the existing (if there is one) customer call center solution to determine current call rates/volumesBased upon the logical network topology, validate connections between devices within the networkUsing a sniffer as well as active probes, obtain and analyze the existing customer solutionUsing the AudioCodes developed Session Experience Manger (SEM), determine the characteristics of the existing network. 
  • To understand to the decision of how to ‘replace’ your ACD its important to take a look at what’s changed from when you purchased your ACD in the first place. Multi-channel worldHigher customer expectations: experience and effortNew IT best practices
  • Analyst firm Ovum recently presented research that shows 74% of consumers use 3 or more channels to engage with an organization - and when they do they can spend up to 3 times more with your company. Yet, if these contacts are being managed by different customer engagement or contact center platforms then the customer experience will not be consistent across channels and the cost to serve will of course be significantly higher.
  • Vodafone’s mobile phone customers enjoy the convenience of being instantly recognized after identifying themselves via voice recognition or touchtone using their Vodafone password. Vodafone agents can now address the customer quickly in a personalized way. To achieve this, the Genesys team worked closely with Vodafone to integrate Genesys with existing CRM applications. For example, when customers need to complete a transaction, agents immediately see a so-called “first screen” containing all pertinent customer information, as well as a green traffic light, which signifies that: The customer is ‘good to go’ and can proceed with their transactions; no additional customer ID check is required. This not only helps speed the interaction right from the start, but also improves efficiency and helps to create a new conversation that optimizes the customer’s experience.
  • The ACD has been around since the 1970s and before that the PBX but it grew into a key technology for the call center during the 80’s and 90’s.In those early days the customer service world was usually very simple with many separate call centers set up for geographies or service types e.g. billing, product support etc. However, the demands on the call center have changed rapidly in the last 10 years:What technology from the 1970’s are you still using?It’s now a contact center which handles more than just callsCalls are not just handled within the business but partners and outsourcers have been introducedGeographies have been broken down and service knowledge distributed across teams in-order to drive better service and reduce cost.To enable this the Contact Center technology platform needs to be: flexible cost effective IP based using SIP Multi Channel capable Cross Channel enabled
  • In a traditional TDM environment voice is handled separately from all other communication means and this results not only in duplication of resource and the need to maintain two different networks – one for voice and the other for data, but also a separation in the way voice communications are processed. Moving voice into the IP world solves both these problems at a stroke.First, we can eliminate the proprietary voice network by digitising the voice at source and switching it using a standard protocol – in this case, SIP- and moving control of all voice interactions and their associated applications into the data center along with all the other interactions and applications. This removes the need for specialized hardware and allows any user access to the voice interactions wherever they are, using a range of standard devices. All they need is access to the data network.Second, voice communications no longer need to be treated separately from all the other interactions available. Customers are now used to mixing and matching their interactions – voice, email, web chat, SMS, even social media – and expect companies to be able to handle all these interactions as a single conversation. That means that agents or any other resource which is handling interactions need to be able to see a total picture of previous interactions so that conversations can be continued seamlessly over different media types and over time.The Genesys SIP Server is the primary product used to allow this migration of voice into the data center.
  • The procedure detailed here consists of multiple steps:Interview the customer solution network engineers for the purpose of generating both a physical and logical topology of the customer network solutionInterview the customer solution engineers to develop an understanding the characteristics of the existing (if there is one) customer call center solution to determine current call rates/volumesBased upon the logical network topology, validate connections between devices within the networkUsing a sniffer as well as active probes, obtain and analyze the existing customer solutionUsing the AudioCodes developed Session Experience Manger (SEM), determine the characteristics of the existing network. 
  • In a traditional TDM environment voice is handled separately from all other communication means and this results not only in duplication of resource and the need to maintain two different networks – one for voice and the other for data, but also a separation in the way voice communications are processed. Moving voice into the IP world solves both these problems at a stroke.First, we can eliminate the proprietary voice network by digitising the voice at source and switching it using a standard protocol – in this case, SIP- and moving control of all voice interactions and their associated applications into the data center along with all the other interactions and applications. This removes the need for specialized hardware and allows any user access to the voice interactions wherever they are, using a range of standard devices. All they need is access to the data network.Second, voice communications no longer need to be treated separately from all the other interactions available. Customers are now used to mixing and matching their interactions – voice, email, web chat, SMS, even social media – and expect companies to be able to handle all these interactions as a single conversation. That means that agents or any other resource which is handling interactions need to be able to see a total picture of previous interactions so that conversations can be continued seamlessly over different media types and over time.The Genesys SIP Server is the primary product used to allow this migration of voice into the data center.
  • Vodafone It also features multi-dimensional skills-based routing, which is implemented across its European sites and means that, no matter which agent is on the line or where they are located, customers always get connected to a service representative who understands their problem and is able to quickly take care of their issue.How?Customers want to get assistance from someone who has the skills and authority to fix their problem. These skilled people can be anywhere in the organization and often they have capacity to assist at the times when the contact center may need help.You need to use the right available resource where ever they are in the organisation to address a customer’s needs.And by utilizing all of the available resources you are able to better meet the demands of your customers when they need you without increasing the cost to serve.
  • In a traditional TDM environment voice is handled separately from all other communication means and this results not only in duplication of resource and the need to maintain two different networks – one for voice and the other for data, but also a separation in the way voice communications are processed. Moving voice into the IP world solves both these problems at a stroke.First, we can eliminate the proprietary voice network by digitising the voice at source and switching it using a standard protocol – in this case, SIP- and moving control of all voice interactions and their associated applications into the data center along with all the other interactions and applications. This removes the need for specialized hardware and allows any user access to the voice interactions wherever they are, using a range of standard devices. All they need is access to the data network.Second, voice communications no longer need to be treated separately from all the other interactions available. Customers are now used to mixing and matching their interactions – voice, email, web chat, SMS, even social media – and expect companies to be able to handle all these interactions as a single conversation. That means that agents or any other resource which is handling interactions need to be able to see a total picture of previous interactions so that conversations can be continued seamlessly over different media types and over time.The Genesys SIP Server is the primary product used to allow this migration of voice into the data center.
  • Data Security ComplianceWe don’t story customer dataWe don’t After carefully specifying its requirement, Videocon d2h invited several vendors, including Genesys, for proposals. “We have a time-tested evaluation and procurement system under which we make a thorough assessment of technical presentations, visit appropriate customer sites, conduct detailed technical discussions and, finally, carry out a proof-of-concept to decide which is the most apt solution,” explains Tyagi. “We decided to implement the Genesys solution because its flexibility matched our business requirement very closely. It is also robust, highly scalable and, of course, more cost effective.”
  • Data Security ComplianceWe don’t story customer dataWe don’t After carefully specifying its requirement, Videocon d2h invited several vendors, including Genesys, for proposals. “We have a time-tested evaluation and procurement system under which we make a thorough assessment of technical presentations, visit appropriate customer sites, conduct detailed technical discussions and, finally, carry out a proof-of-concept to decide which is the most apt solution,” explains Tyagi. “We decided to implement the Genesys solution because its flexibility matched our business requirement very closely. It is also robust, highly scalable and, of course, more cost effective.”
  • The procedure detailed here consists of multiple steps:Interview the customer solution network engineers for the purpose of generating both a physical and logical topology of the customer network solutionInterview the customer solution engineers to develop an understanding the characteristics of the existing (if there is one) customer call center solution to determine current call rates/volumesBased upon the logical network topology, validate connections between devices within the networkUsing a sniffer as well as active probes, obtain and analyze the existing customer solutionUsing the AudioCodes developed Session Experience Manger (SEM), determine the characteristics of the existing network. 
  • ‘replace’ your ACD with a next generation customer service solution1. Multi-channel at core2. Business controls and ability to use customer data in a nuanced way3. Lower TCO4. Catch contact center software up to IT best practices and future proof for tomorrow
  • Thank you for attending today’s webinar, I hope I was able to provide you with some usefull information and food for thought.Thank you,

It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps? It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps? Presentation Transcript

  • Thank You for Joining Today’s Webinar: It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps? Quick logistics check:  Please make sure your laptop / PC speakers are un-muted.  You may enlarge the slides by dragging the bottom right corner of the slide window.  You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side.
  • It’s Time To Replace Your Old Call Center ACD. What Are The Next Steps?
  • Presenters Brendan Dykes Sr. Solution Marketing Manager Genesys Darryl Addington Solution Strategy Director Genesys 3 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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 4 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • To understand the decision Multi-Channel World Higher Customer Expectations 5 IT Best Practice Evolution © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Customers Using Many Different 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 6 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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 7 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Network Readiness and Appropriate Architecture 8 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Open Standards Drive Flexible Deployment Options Avaya Nortel Switch Built in ACD Siemens Sonus Broadsoft Aspect Rockwell Call Manager Softswitch for the Enterprise Network SIP CTI LINK T-Server CTI LINK JTAPI SIP T-Server 9 SIP for Contact Center © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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 10 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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 11 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Genesys SIP Normalizes Support and Enables Virtualization Agents can be located anywhere Systems are supported as standard software Legacy Contact Center Data Center PBX ACD IVRs Agents Anywhere IP/SIP phone Call Recording Main Call Center Digital Set Remote Center Branch Office Outsourcer Digital Set 12 Home Expert © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Contact Center Virtualization with SIP A truly virtualized contact center operation takes advantage of skills wherever they are: • Back Office Outsourcer Retail Store • All Contact Center Teams • • • • • Contact Center All Contact Center Locations Home Workers Outsourced Partners Back Office Branches Offices and Retail Stores 13 Branch Office Contact Center Home Worker © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Business Continuity, HA and DR for Geographic Redundancy PSTN or SIP Trunk Media Gateway Backup Data Center Primary Data Center SIP SIP Main Call Center Call Center Branch Office Contact Center 1 1 Contact Center Contact Center 2 14 Remote Agent Outsourcer Other Agent Locations © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Security and Compliance Considerations 15 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Load Testing & Operational Assurance 16 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Serviceability, Maintainability & Support ROI Tools To Assess Initial Savings and Ongoing Maintenance and Support Costs 17 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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% 18 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • 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 19 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Key Takeaways Replace your ACD with a next generation customer engagement solution: 1. Designed for Multi-Channel 2. Data and Business Rule Driven 3. Standards-based Software 4. Proven Deployment Model 5. Lower TCO
  • Ask the Experts! Brendan Dykes Darryl Addington For more information, please visit www.genesys.com Email us: enterprise.programs@genesys.com 21 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  • Thank You for participating! For more information, please visit www.genesys.com/products Email us: enterprise.programs@genesys.com