Opensource in the Contact Center - Austin, TX

Slideshow Transcript

1. Slide 1: Open source in the Enterprise Contact Center Austin, TX October 2007
2. Slide 2: What is Open Source? “Open source is a set of principles and practices that promote access to the design and production of goods and knowledge.” Source: Wikipedia (http://en.wikipedia.org/wiki/Opensource)
3. Slide 3: Open source applied • Mobile Phones (OpenMoko) • Automobiles (Oscar) • Replicators (Fab@Home) • Open Source Software (OSS)
4. Slide 4: OSS Alternatives Operating System Web Browser Office Apps CRM ERP
5. Slide 5: Myths of OSS Myth Reality OSS is open to public scrutiny, OSS presents a security risk unlike proprietary software OSS is developed by a bunch Most OSS projects are lead by of hackers developing cool users of the software, creating features real world features While the software is available OSS means free freely, there is always a cost
6. Slide 6: Considerations and Risks • Many OSS projects are great ‘engines’ but lack elements of finished applications • Your organization may lack formal training or support • Lack of a long term roadmap
7. Slide 7: Packaging for the enterprise • Create a ‘whole’ product • A useable product is more than just source code • Provide formal training and on-going support • Prove an on-going long term roadmap • Example: Linux distros package core OSS into a useable platform
8. Slide 8: •Open source Private Branch Exchange (PBX) •100% software •Supports entirely TDM, entirely VoIP or a hybrid of both •For TDM may use Dialogic, Digium, Sangoma, etc •Provides CTI links for 3rd party applications •Entirely customizable may be used as a specialized system: •IVR •Voicemail Server •Transcoding Gateway •Conference Server •Messaging Server
9. Slide 9: Asterisk Packaged •Packaged as an ACD/CTI •Packaged as a PBX •Provides a tested system •Same CTI package works and supported with Avaya and Nortel configuration •Gateway to virtually any •Created by Digium existing PBX/ACD (creators of Astersk itself) •Created by Presence Technology
10. Slide 10: Introducing to the enterprise
11. Slide 11: Leveraging your legacy
12. Slide 12: • A complete contact center solution • Inbound/Outbound/Blended Contact Handling via TDM/VoIP • Unified queue/mult-channel (email/chat/web co-browse) • Recording • May run standalone • May leverage your existing legacy systems as an add-on system
13. Slide 13: The Future - Web 2.0 • Web 2.0 in the Contact Center • Leverage SOA/Web Services • Dynamically access online data to make realtime decisions • Federal, State and Corporate DNC lists • Leverage services on demand • “Infinite” disk space for recordings (Amazon Simple Storage Service - S3)
14. Slide 14: The Future - Elasticity • “Empowering the Elastic Contact Center” • Deploy and remove resources as your business needs change • Leverage virtualization to ease deployment and contraction • Use computing in the cloud • Amazon Elastic Computing Cloud (EC2) • Pay as you consume
15. Slide 15: Take advantage •NACR & Presence may deliver OpenGate to: •Provide enhanced capabilities on existing systems •Provide a platform that may take advantage of the emerging Web 2.0 capabilities •Provide a platform that may expand and contract with your needs
16. Slide 16: Questions? Ready to take the plunge?
17. Slide 17: Additional Reading Material Available @ Amazon
18. Slide 18: Credits http://www.istockphoto.com/file_closeup/?id=122105&refnum=199124 http://flickr.com/photos/jsgoecke/463732713/in/set-72157600051602490/ http://www.flickr.com/photos/avotiya/425077511/ http://www.flickr.com/photos/65376005@N00/220631127/ Links http://www.nacr.com/ http://www.presenceco.com http://www.asterisk.org