This document discusses SWOT analysis for call centers in Bangladesh, identifying strengths such as abundant and cheaper labor, as well as weaknesses like higher infrastructure costs. It also outlines opportunities in the large global market and threats such as potential legislation against outsourcing. Next, it describes how internet service providers can offer voice services by better utilizing existing IP infrastructure for calling cards. It provides an overview of value-added services like internet call waiting and virtual second phone lines. Finally, it discusses convergence of voice and data networks in enterprises and benefits like reduced costs and increased flexibility.

1. ETE405 :: Lecture 6
Dr. Mashiur Rahman
Book : Cisco - Voice over IP Fundamentals Page 95-

2. SWOT Analysis for
Bangladesh based call center

3. SWOT Analysis: Strength
• Abundant Manpower
• Cheaper workforce than their counterparts. Wage difference as high as
70-80 percent when compare to counterparts
• Lower attrition rates than in the West
• Dedicated workforce aiming at making a long-term in the field
• Round-the-clock advantage for Western companies due to the huge
time difference
• Lower response time efficient and affective Services

4. SWOT Analysis: Weakness
• The cost of telecom & network infrastructure
is much higher in comparison with the US
• Skilled manpower shortage
• Local Infrastructure
• Political opposition from development
countries

5. SWOT Analysis: Opportunities
• This part of globe is the most favorite ITES
destination in the world
• Bangladesh can be branded as a quality ITES
destination rather than a low-cost destination
• Trillion dollar market

6. SWOT Analysis: Threats
• The anti-outsourcing legislation in the US of New Jersey. Three more
states in the United States are planning legislation against outsourcing
Connecticut, Missouri and Wisconsin.
• Workers in British Telecom have protested against outsourcing of work
to off-shore BPO companies.
• New ITES destinations as China, Philippines and South Africa could
have an edge on the cost factor.
• Slowdown of demand.

7. Service Provider Calling-Card Case Study
Many of these new entrants are Internet service providers (ISPs) that are
beginning to offer voice services for the following reasons:
• They already have many Primary Rate Interfaces (PRIs) into the PSTN, and
they already have an existing connection to the entire world through the
Internet. If they better utilize their IP infrastructure, with a minor
investment they can begin to offer a pre- or post-paid calling-card service.
• Lower-cost IP infrastructures enable ISPs to pass savings on to customers
in the form of lower tariffs. In international markets, where long-distance
rates are high, ISPs can offer competitive services while still maintain high
profits. In the United States, the Federal Communications Commission
(FCC) classifies ISPs as "enhanced service providers," which is why they
currently don't have to pay access charges to local exchange carriers for
routing long-distance calls through those carriers' networks.
This means that the ISPs have a lower cost structure than other long-distance
companies.

8. The following list breaks down the call-flow of a pre- or post-paid call through
an IP network:
1. Subscriber dials local phone number of service provider (call leg A).
2. Subscriber gets a second dial tone and is prompted to enter the
destination phone number, account number, and password if calling away
from home.
3. Call is completed to the destination phone (call legs B and C).
Two-Stage Dialing
Two-stage dialing means that you don't dial 1+10 numbers and directly ring the
person you are calling. Instead, you call a number that prompts you for
authentication or provides you with a second dial tone, at which point you can dial
the number you want to call.

9. Value-Added Services
• After Internet Telephony service providers
(ITSPs) have a VoIP network (possibly for a
pre- or post-paid application) in place, they
can begin to offer value-added services that
enable them to charge more than $19.99 per
month for standard IS. Two of these value-
added applications are
– Internet Call Waiting (ICW)
– Virtual Second Line (V2L).

10. Internet Call Waiting
ICW is a service that enables subscribers to receive
notification of an incoming voice call on their PCs while
connected to their ISP. Subscribers are notified of the
incoming call through a screen-pop on their PCs, at
which point they can do the following:
• Send the call to voice mail.
• Receive the call on the PC using H.323 software (VoIP).
• Drop the Internet session and receive the call on the
telephone (PSTN).
• Ignore the call (provide a busy signal or let it ring).

11. ICW Call-Flow

12. Virtual Second Line (V2L)‫‏‬
• V2L is a simple service in that it enables Internet users to place and
receive phone calls through their ISP only when they are connected
through their Internet connection (modem, cable, digital subscriber
line [DSL], and so on). In many V2L cases, the PC is actually assigned
a valid E.164 number, although this is not a requirement.
• All the benefits of ICW also exist for V2L. One key additional benefit
is that service providers can offer outbound traffic, which can, in
turn, create significant revenue streams for the service provider.
Also, subscribers can save a tremendous amount of money on long-
distance charges.
• With V2L, ITSPs effectively have a local loop to their customers
through their modem access and can offer long-distance services
through the Internet. Because the ITSP's IP network is less
expensive to build than the PSTN, the ITSP can offer lower long-
distance rates to the subscriber. Offering long-distance service
provides an additional revenue stream for the ITSP.

13. Enterprise Telephony Today
Typical Enterprise Voice and Data Network

14. Convergence Plan and Goals
• What is the total expenditure on voice networks and capital
equipment?
• What is the primary application for VoIP (toll bypass, call-center, or
ICW)?
• How many remote sites does the company have?
• How many people are at each remote site?
• What is the average phone usage in minutes per user per site?
• How many calls are placed to interoffice locations?
• What is the average cost per minute per location?
• What is the customer's expectation of quality (cellular, toll)?
• What is the total number of long-distance minutes between sites?
• What percentage of traffic is expected to be voice/fax?
• Can the existing IP infrastructure support the necessary quality of
service (QoS) for voice?

15. Integrated Voice and Data Network

16. cost savings
• Phones use DHCP and keep phone numbers regardless of physical
location.
• Cabling to the desktop is easier (everything is Ethernet).
• Call appearance remains the same whether the user is at home or
at work. This enables fully transparent telecommuting.
• The call-processing engine is now on a standard platform, which
provides the enterprise network with greater flexibility.
• Cisco's Call Manager is actually configurable through Hypertext
Markup Language (HTML), which simplifies administrative overhead
as well as PBX administration.
• Cisco's Call Manager can also support other standards-based
interfaces such as Station Message Desk Interface (SMDI) for an
interface into a legacy PBX. As an example, you can use this
interface to illuminate the message-waiting light.