Ip Contact Centers

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SIP Contact Centers

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  • Ip Contact Centers

    1. 1. Contact Centers SIP, from Hype to Reality
    2. 2. What you hope from SIP <ul><ul><li>Open </li></ul></ul><ul><ul><li>Simple </li></ul></ul><ul><ul><li>Highly interoperable </li></ul></ul><ul><ul><li>Multimedia by design </li></ul></ul><ul><ul><li>Very extensible </li></ul></ul><ul><ul><li>Easy application writing </li></ul></ul><ul><ul><li>New communication services </li></ul></ul><ul><ul><li>And more!!! </li></ul></ul>SIP The Quest has begun
    3. 3. What the analysts say about SIP <ul><li>« Standards and applications are still evolving, but it is clear that SIP will be the default open protocol for communication. » Gartner, Hype Cycle for CCI 2007 </li></ul>
    4. 4. But still your day-to-day challenges are here ? Only the Dynamic Enterprise meets these challenges! Invest Customer experience Stay in control Customer retention Business condition changes Outperform competition Optimize costs Stay flexible Return on investment Cross -sell Measure performance Retain customers Make profit Plan Increase business Resiliency Service Level Agreement Find new customers Up -sell
    5. 5. The Dynamic Enterprise … interconnects <ul><li>… for continuous and transformative growth </li></ul>
    6. 6. The Contact Center of the Dynamic Enterprise Protects your assets Extends your reach Speaks your customer ’s language
    7. 7. Protect your assets The Contact Center infrastructure connectivity <ul><li>HQ </li></ul>What you pay today for 300 agents: 13 T1 x 700 $ / month + 0,01 $ / mn x 3 mn / call x 1 M calls / month = 400 k$ / year <ul><li>WAN </li></ul><ul><li>TDM </li></ul><ul><li>Carrier </li></ul>Internet Provider <ul><li>Branch 1 </li></ul><ul><li>Branch 2 </li></ul><ul><li>Contact Center </li></ul>10 T1 1 T1 2 T1
    8. 8. Protect your assets The Contact Center infrastructure connectivity <ul><li>HQ </li></ul><ul><li>WAN </li></ul><ul><li>SIP </li></ul><ul><li>Carrier </li></ul>Internet Provider <ul><li>Branch 1 </li></ul><ul><li>Branch 2 </li></ul><ul><li>Contact Center </li></ul>11 T1 equivalent Get cheaper rates from carriers Converge your voice & data networks What you pay with SIP trunks for 300 agents: 11 T1 x 300 $ / month + 0,01 $ / mn x 3 mn / call x 1 M calls / month = 333 k$ / year – you save 70 k$!!!
    9. 9. Protect your assets The Contact Center foundations: devices for agents Cost effective devices Still future proof SIP end point support 300 agents x 300 $ / phoneset 90 000 $ NO FUTURE 300 agents x 100 $ / phoneset 30 000 $ TOO MUCH $$$
    10. 10. The Contact Center of the Dynamic Enterprise Protects your assets Extends your reach Speaks your customer ’s language
    11. 11. Extend your reach Bringing agility to the Contact Center SIP end point support Deploying home-working agents? <ul><li>HQ </li></ul><ul><li>WAN </li></ul>Internet Provider <ul><li>Contact Center </li></ul><ul><li>Home </li></ul>SIP end point <ul><li>Session Border Controller </li></ul><ul><li>Office </li></ul>Deploying a new small office ? SIP <ul><li>Firewall </li></ul>
    12. 12. The Contact Center of the Dynamic Enterprise Protects your assets Extends your reach Speaks your customer ’s language
    13. 13. Speak your customer’s language Feed your customer’s emotions <ul><li>mycompany </li></ul><ul><li>SIP </li></ul><ul><li>Carrier </li></ul>Cell Phone Carrier SIP end point Set your customer high on emotion to sell better Customer Agent <ul><li>Contact Center </li></ul>
    14. 14. Speak your customer’s language Transform wait time into entertainment & opportunity <ul><li>mycompany </li></ul><ul><li>SIP </li></ul><ul><li>Carrier </li></ul>Cell Phone Carrier Customer <ul><li>Contact Center </li></ul>Wait time is no more a dissatisfaction factor Can even turn into a business opportunity
    15. 15. Extend your reach B uild the ubiquitous company Hospital <ul><li>WAN </li></ul>Internet Provider <ul><li>Contact Center </li></ul><ul><li>Home </li></ul>SIP end point You are sick today… You need a physician … First-level diagnostic Free up resources Focus on what matters Video CC
    16. 16. Speak your customer’s language Looking into the future Agent S I P Customer IM networks connected CC
    17. 17. Remember! + + = Protect your assets Extend your reach Speak your customer ’s language Contact Centers for the Dynamic Enterprise
    18. 18. Alcatel-Lucent : partner to the Dynamic Enterprises Enabling the Dynamic Enterprise
    19. 19. www.alcatel-lucent.com

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