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IP Contact Center Success Stories

IP Contact Center Success Stories. Alan Percy, Director of Business Development. What to expect. What’s the big deal? A little history A peek at the future Some actual examples Q/A. What’s the big deal?.

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IP Contact Center Success Stories

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  1. IP Contact CenterSuccess Stories Alan Percy, Director of Business Development

  2. What to expect • What’s the big deal? • A little history • A peek at the future • Some actual examples • Q/A

  3. What’s the big deal? • By 2003, call center systems will make up almost 30% of the worldwide voice-over-IP revenue, projected to be $1.4 billion. (IDC, 6/2001.) • 46% of call center agent seats will be based on multi-channel IP platform technology by 2004. (Philips Infotech, 6/2001.)

  4. What’s the big deal? • By the end of 2001, 25% of customer contacts will come through IP-based channels. Accordingly, purchases of IP contact center solutions are expected to grow by more than 100% annually from 2001 to 2004. (Gartner Group, 6/2001.) • Worldwide customer relationship management (CRM) spending will reach $76.3 billion in 2005, up from $23 billion in 2000. (Gartner Group, 6/2001.)

  5. The way it was… PBX PSTN … CTI Link … Main- frame WAN

  6. Traditional Call Center Limitations • Expansion is expensive and difficult • Depends on integration of separate systems and CTI links • Designed before email, chat, or click-to-talk

  7. Traditional Call Center Limitations • Networking is fraught with perils • Very expensive • Duplication of equipment • Depend on TIE Lines ($!) • Call hand-off is clumsy • Separate load balancing and performance monitoring

  8. Traditional Call Center Limitations • As a result, most call centers are limited to one or two locations • More likely to suffer service disruptions • “Boiler room” environments • Unable to leverage time-zones • Lack geographical diversity • HR issues and retention challenges

  9. Contact CentersThe way it will be! PSTN … IPContactCenter WAN LAN/WAN

  10. Why IP? • Everything via Ethernet • Data and voice over Ethernet • Saves infrastructure costs • Routers and switches instead of PBXs and Channel banks • Greater Flexibility • Distributed Contact Centers • Faster deployment

  11. Why IP? • “Virtual Call Center” • Unlimited deployment flexibility • Big call centers • Smaller branch sites • “At home” Agents • Quicker reconfiguration • Easier to scale

  12. Why IP? • Better service • Better call hand-offs (all data goes with the call) • Easier call routing to available agents • Diversity yields greater reliability

  13. Why IP? • Lower per-agent costs • Wiring facility is less expensive (1/2) • No PBX • Lower Instrument cost • Reduced inter-facility costs

  14. Why IP? • Remote Facilities • Hire where labor costs are low • Leverage different time zones • Geographical diversity • Snowstorms • Earthquakes • Fires • Other

  15. Case Studies Let’s take a look at a few real case study projects:

  16. Baxter Credit Union • Company • Servicing Baxter Medical, CDW and others • Headquarters: Vernon Hills, IL • Membership: Over 97,000 • $680M in Assets • Domestic and International Membership • 18 Offices in IL, FL, NC, CA, AR, and PR • Investment in Infrastructure Technology

  17. Baxter Credit Union • Challenge: • Current reseller, Digital Voice Systems (DVS) already providing IVR and Web-banking services • Existing Avaya PBX short on features • PBX needed significant (and expensive) upgrades • Update headquarters - 170 Stations • Plan to service 18 remote offices • Leverage investment in advanced network • Needed clear ROI …perfect example of Distributed Enterprise needs

  18. Baxter Credit Union Main Office Branch Office(s) SIP Phones WAN SIP Phones CIC/EIC SIP H.100 IPM260 T1/E1 Card LAN LAN MP-104 FXO PSTN

  19. Baxter Credit Union • The Solution: • Interactive Intelligence CIC 2.2 • SIP-based solution • 40 Agents, remainder are administration • Agents distributed around various offices • Work scheduling and language skills • Contact Center suite • IVR, Queuing, Recording, Management • 170 Cisco 7940 instruments w/ SIP • Two AudioCodes IPM-260 Cards (240 channels total ) • Total of 7 T1 trunks in main office

  20. Baxter Credit Union • Results: • BCU Headquarters went live November 2002 • Total cost of solution less than just the upgrades to the Avaya switch • Full functionality on all phones • Customer is very happy • Ready to finish roll-out to 18 remote sites during 2003 • 10 Phones and FXO gateway at each remote(no KSU at branches) • Bonus: significant savings on inter-branch long distance

  21. Portland Trailblazers Company NBA Team in Portland, OR Corporate and Distributed offices Guest boxes in Rose Garden Stadium Inbound and Outbound dialing campaigns

  22. Portland Trailblazers Challenge Replace Nortel PBX Integrate separate facilities Unified Messaging Predictive Dialer Support 150 stations

  23. Portland Trailblazers • Solution • Interactive Intelligence CIC 2.2 • Deployed using SIP Phones and Soft-phones • Integrated unified messaging and contact center • Remote facilities and boxes to use SIP phones

  24. InktelDirect Company InktelDirect is the largest minority-owned, integrated direct marketing services company in the United States Founded in 1993 400 Employees Offices in Miami, Chicago and Atlanta

  25. InktelDirect Challenge Replace 85 seat PBX-based contact center Expand to 300 seats Support Multi-media Avoid large capital expenditure Avoid high maintenance costs

  26. InktelDirect Solution Concerto Software’s™ ContactPro™ Hybrid solution using old PBX and new IP stations Agents use workstation soft-phones Results Saved $5,500/agent seat

  27. HISPACC • Company • Hispanic Advanced Call Center • Outsource Contact Center targeting products and services to growing Hispanic market • Founded in 1979 • Based in Miami, Florida • 64 Agents • Blended Contact Center

  28. HISPACC • Challenge • Expansion beyond original obsolete PBX • Eliminate manual dialing and call-backs • Improve Efficiency • Deal with growth • Better reporting

  29. HISPACC • Solution • Concerto Software’s™ ContactPro™ • Replaced old PBX system • Agents use workstation soft-phones • Deployed 64 Agent positions • Results • Improved agent efficiency • Call-back feature increased inbound business 300%!

  30. Further Reading • Integrating Voice Between Satellite Call Centers by Cindy Anderson • http://www.tmcnet.com/tmcnet/articles/0901tt.htm • E-Darwinism: The Evolution of the Virtual Contact Center by Bryant Downey • http://www.tmcnet.com/cis/0701/0701cint.htm • IP Telephony and the Interaction Center Platform • http://www.inin.com/documentation/whitepapers/SIP/IP_Telephony-IC_Platform.pdf • Concerto Software Case Studies • http://www.concerto.com

  31. Summary • What the Analysts are thinking • Differences between traditional and next-generation contact centers • Four actual Case Studies • More information

  32. Call to Action How can your organization benefit from a IP Contact Center?

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