Innovation in the Skype-Enabled Call Center

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