Call Center Operation


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Call Center Operation

  1. 1. Call/Contact Center Operations CyberNet
  2. 2. CyberNet Today's Agenda History of Call Center Call/Contact Center Overview Technology Agenda Solutions for Call Center Implementation in Pakistan
  3. 3. CyberNet History of Call Center The Evolution of Call Center Collaboration at Cisco
  4. 4. CyberNet The Evolution of Call Center is AVVID
  5. 5. CyberNet Collaboration of Cisco <ul><li>Cisco call/contact center collaboration services are known </li></ul><ul><li>as “Cisco Live!” </li></ul><ul><li>“ Cisco Live” suit is deployed enterprise-wide to many internal </li></ul><ul><li>and external contact center, including the Technical Assistance Center </li></ul><ul><li>1000+ agents utilizing collaboration services with both internal and </li></ul><ul><li>external participants </li></ul><ul><li>Last but least AVVID (Architecture for Video, Voice and Integrated Data) </li></ul>
  6. 6. CyberNet Call/Contact Center Overview Our Main Concern <ul><li>Types of Call Center </li></ul><ul><ul><li>Inbound Call Center </li></ul></ul><ul><ul><li>An inbound centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales </li></ul></ul><ul><ul><li>Outbound Call Center </li></ul></ul><ul><ul><li>The success of the Outbound Call Centers depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts </li></ul></ul>
  7. 7. CyberNet Technology Agenda A Closer Look Advantages of IPCC
  8. 8. CyberNet Main Components for Call Center/IP Telephony communication Traditional PBX Call Processing Line Connections Trunk Connections Switching = PBX Components Data Switch (PoE – 802.3af) Router/Gateway Call Manager
  9. 9. CyberNet Hardware Considerations CallManager Revolutionize communications with personal call rules, speech recognition, enhanced text-to-speech, and IP Phone Productivity Services With CallManager Data Switch Data Switches are provide the interconnectivity between different devices Voice Gateways Voice gateway is used as the PSTN voice gateway. The voice gateway is responsible for converting TDM speech to IP and for recognizing DTMF digits and converting them to H.245 or RFC2833 events Media Convergence Server Data Switch (PoE – 802.3af) Router/Gateway Call Manager
  10. 10. CyberNet Software Considerations Call Manager Cisco Unified CallManager software is the call-processing component of the Cisco Unified Communications system. It is a scalable, distributable, and highly available enterprise IP telephony call-processing solution Call Manager ACD ICM CVP IVR Codec Trunking/ Voice Protocols IP Soft Phone <ul><li>ICM </li></ul><ul><li>ICM stands for Intelligent Contact Management and it runs on Intel P4 machine with single, </li></ul><ul><li>dual and quad Processors with 2003 server. And SQL server is used for Database connectivity </li></ul><ul><li>ICM is responsible for </li></ul><ul><ul><ul><ul><li>Agent state Management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Agent Selection </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Call Routing </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Call Queuing </li></ul></ul></ul></ul><ul><ul><ul><ul><li>IVR Control </li></ul></ul></ul></ul><ul><ul><ul><ul><li>CTI Desktop screen POPs </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Control Center Reporting </li></ul></ul></ul></ul>
  11. 11. CyberNet <ul><li>CVP </li></ul><ul><li>CVP is stands for Customer Voice Portal. Basically CVP having the list of Interactive Menus </li></ul><ul><li>which provides the Prompting, Collecting, Queuing and Call Control </li></ul><ul><li>and the functions of CVP are </li></ul><ul><ul><ul><li>VoiceXML application is provide the communication Bridge between Cisco Gateways </li></ul></ul></ul><ul><li> and CVP Application Server </li></ul><ul><ul><ul><li>CVP is integrated with ICM (Intelligent Contact Management) </li></ul></ul></ul><ul><ul><ul><li>It controls the execution Intractive menu like Play Media, Ply Data Menu and </li></ul></ul></ul><ul><li> collect the information </li></ul><ul><ul><ul><li>Support the Multiple Grammar and prerecorded announcements </li></ul></ul></ul><ul><li>IVR </li></ul><ul><li>IVR stands for Interactive Voice Response. Basically provide the Prompting, Queuing and collecting </li></ul><ul><li>following are the feature of IVR </li></ul><ul><ul><ul><li>IVR is behind the Call Manager and under the ICM software </li></ul></ul></ul><ul><ul><ul><li>JTAPI (Java Telephony Application Programming Interface) is the application </li></ul></ul></ul><ul><ul><ul><li>which used for communication between IVR and Call Manager </li></ul></ul></ul><ul><ul><ul><li>SCI (Service Control Interface) is used to communicate between IVR and ICM Server </li></ul></ul></ul><ul><li>Let Take an Example </li></ul>
  12. 12. CyberNet Note: Agent is available Then ICM instructs the IVR to transfer call to the selected agent then IVR Requests Call Manager to transfer the call to selected agent
  13. 13. CyberNet <ul><li>Trunking or Voice Protocols </li></ul><ul><ul><li>IAX (Internet Asterisk Exchange) </li></ul></ul><ul><ul><li>SIP (Session Initiation Protocol) </li></ul></ul><ul><ul><li>H.323 </li></ul></ul><ul><ul><li>MGCP (Media Gateway Control Protocol) </li></ul></ul><ul><li>IAX (Internet Asterisk Exchange) </li></ul><ul><ul><li>IAX protocol is basically made for Asterisk VOIP PBX (Private Branch Exchange) </li></ul></ul><ul><ul><li>As an alternative to SIP and H.323 </li></ul></ul><ul><ul><li>It is not the result of standard group , rather a collaborative community based effort </li></ul></ul><ul><ul><li>Support single UDP Port (IAX Ver.1) 4569 and (IAX Ver.2) </li></ul></ul><ul><ul><li>It controls both Traffic (Voice + Data) </li></ul></ul><ul><li>SIP (Session Initiation Protocol) </li></ul><ul><ul><li>Is IETF standard </li></ul></ul><ul><ul><li>It is an application layer protocol (Creating, Modifying and Terminating sessions) </li></ul></ul><ul><ul><li>Session would be Voice call / Multimedia </li></ul></ul>
  14. 14. CyberNet Solutions for Call Center <ul><li>Codec </li></ul><ul><ul><li>ADPCM (Adaptive Differential Pulse Code Modulation) </li></ul></ul><ul><ul><li>GSM </li></ul></ul><ul><ul><li>Linear </li></ul></ul>
  15. 15. CyberNet Solutions for Call Center <ul><li>Multi Vendor Vs Cisco IPCC </li></ul><ul><li>Multi Vendor Solution </li></ul><ul><li>Cisco IPCC(IP Contact Center) Solution </li></ul>
  16. 16. CyberNet Multi Vendor Vs Cisco IPCC Avaya’s “IP” revenue comes from “Converged Telephony” systems (IP-based call control, but often same old PBX chassis and TDM phones – what’s the benefit?)
  17. 17. CyberNet Multi Vendor Solution
  18. 18. CyberNet Cisco IPCC Solution
  19. 19. CyberNet Cisco IPCC Scenario <ul><li>Call is delivered from PSTN to ingress voice gateway </li></ul><ul><li>Send to Call Manager </li></ul><ul><li>JTAPI sent to ICM </li></ul><ul><li>Run script and find the agent, if agent is not available then </li></ul><ul><li>Request send Call Manger </li></ul><ul><li>Then ICM instructs the call manager to transfer call to IVR/CVP </li></ul><ul><li>IVR Notifies ICM that call is arrived </li></ul><ul><li>ICM instruct to IVR to play interactive menu </li></ul><ul><li>When agent becomes ready </li></ul><ul><li>ICM sends call data to selected agent screen and instruct IVR to the call </li></ul><ul><li> to phone agent </li></ul><ul><li>IVR transfer the call </li></ul><ul><li>Call answer </li></ul>
  20. 20. CyberNet Implementation in Pakistan <ul><li>Call Center outsourcing </li></ul><ul><li>IP Telephony </li></ul><ul><li>Cisco IP Contact Center </li></ul>
  21. 21. CyberNet What Questions Do you Have ?