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How to Leverage Skype in Call Centers David Tang –  VoSKY VP of Global Marketing
Skype Has Emerged as a Dominant VoIP Player <ul><li>Skype - subsidiary of auction giant eBay </li></ul><ul><li>World’s lar...
Why Skype? <ul><li>Disruptive Peer-to-Peer Technology </li></ul><ul><ul><li>No single point of failure </li></ul></ul><ul>...
How to Skype-enable a Call Center? PBX/Call Center Platform T1/E1/SIP Broadband Connection PBX to Skype Gateway
Enhanced Skype Applications for Call Center Skype Remote Agent Web Click2Call Global DID Skype Trunking
VoIP Call Center: Skype Remote Agent <ul><li>Skype Remote Agent </li></ul><ul><li>Innovative call center application that ...
VoIP Call Center: Web Click2Call <ul><li>Web Click2Call </li></ul><ul><li>Web 2.0 application that seamlessly integrates a...
VoIP Call Center: Skype Trunking <ul><li>Skype Trunking </li></ul><ul><li>Ultra cost-effective VoIP trunking solution leve...
VoIP Call Center: Global DID <ul><li>Global DID </li></ul><ul><li>Global Direct Inward Dial (DID) solution that allow call...
www.vosky.com K T N H A U Y O
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Innovation in the Skype-Enabled Call Center

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Transcript of "Innovation in the Skype-Enabled Call Center"

  1. 2. How to Leverage Skype in Call Centers David Tang – VoSKY VP of Global Marketing
  2. 3. Skype Has Emerged as a Dominant VoIP Player <ul><li>Skype - subsidiary of auction giant eBay </li></ul><ul><li>World’s larges VoIP Community with over 338 Million+ registered users </li></ul><ul><li>30% are already using Skype for Business </li></ul><ul><ul><li>95% claimed to be saving money </li></ul></ul><ul><ul><li>80% claimed to be increasing productivity </li></ul></ul><ul><li>Over 100 billion minutes of Skype-to-Skype calls (Feb 08) </li></ul>338M+ Users Can’t Be Wrong!!!
  3. 4. Why Skype? <ul><li>Disruptive Peer-to-Peer Technology </li></ul><ul><ul><li>No single point of failure </li></ul></ul><ul><ul><li>Capacity scales with demand </li></ul></ul><ul><li>Market Leader in Call Quality </li></ul><ul><ul><li>Leading voice engine technology with sophisticated audio processing techniques </li></ul></ul><ul><ul><li>Intelligent network routing and management techniques to reduce latency and improve call quality </li></ul></ul><ul><li>Seamless NAT/Firewall Traversal </li></ul><ul><ul><li>Works behind a majority of NAT/firewalls without special configurations or equipments </li></ul></ul><ul><li>Call Security </li></ul><ul><ul><li>All calls are encrypted end-to-end using 256 bit AES encryption (Advanced Encryption Standard) </li></ul></ul>“ Depending on the speakerphone, Skype’s voice quality can be higher than a conventional phone” Business Week
  4. 5. How to Skype-enable a Call Center? PBX/Call Center Platform T1/E1/SIP Broadband Connection PBX to Skype Gateway
  5. 6. Enhanced Skype Applications for Call Center Skype Remote Agent Web Click2Call Global DID Skype Trunking
  6. 7. VoIP Call Center: Skype Remote Agent <ul><li>Skype Remote Agent </li></ul><ul><li>Innovative call center application that integrates Altigen’s ExtensionAnywhere™ feature with VoSKY Exchange & Skype client software </li></ul><ul><li>Benefits </li></ul><ul><li>Route calls for Free to remote agents via the scalable and reliable Skype VoIP network </li></ul><ul><li>Cost-effectively add remote agents </li></ul><ul><li>Leverage the Free Skype client for enhanced voice quality over the public Internet </li></ul>Remote Skype Agents
  7. 8. VoIP Call Center: Web Click2Call <ul><li>Web Click2Call </li></ul><ul><li>Web 2.0 application that seamlessly integrates a company’s Website to its Call Center solution to enable real-time communication </li></ul><ul><li>Benefits </li></ul><ul><li>Optimize a company’s Website for lead & sales generation </li></ul><ul><li>Improve customer service with instant customer interaction </li></ul><ul><li>Reduce toll free/8XX costs </li></ul>Inbound Sales Reps Click Website Visitor
  8. 9. VoIP Call Center: Skype Trunking <ul><li>Skype Trunking </li></ul><ul><li>Ultra cost-effective VoIP trunking solution leveraging low cost SkypePro (domestic flat rate plan) </li></ul><ul><li>Benefits </li></ul><ul><li>Reliable, high quality VoIP calls </li></ul><ul><li>No contracts or setup fees </li></ul><ul><li>Save 90%+ on US/Canada calls </li></ul>Sales Prospects Outbound Telemarketers PSTN
  9. 10. VoIP Call Center: Global DID <ul><li>Global DID </li></ul><ul><li>Global Direct Inward Dial (DID) solution that allow call centers to have local access numbers </li></ul><ul><li>Benefits </li></ul><ul><li>Enables companies to expand their market presence to target additional customers outside of their city, state or country </li></ul><ul><li>Allows businesses to offer a convenient local access number for their customers to call </li></ul><ul><li>Helps companies reduce their toll free/8XX telecom costs </li></ul>US Customer Call Center in India UK Customer
  10. 11. www.vosky.com K T N H A U Y O
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