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hellhollowreadingNetworking and Communications

Oct 26, 2013 (3 years and 8 months ago)

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Building the Next

Generation Contact Center
from the Ground UP

Bar Veinstein

Product Marketing Manager

NICE System

bar.veinstein@nice.com

What We’ll Cover Today


What is VoIP, and why should I care?


IP in the contact center: What changes and
what stays the same?


Pure IP Telephony vs. Hybrid


How IP allows you to move from a contact
“center” to a customer interaction network


Why to record customer interactions?


How to record VoIP interactions


VoIP vs. Traditional Recording


NICE VoIP & Cisco


Case Study


VoIP Basics: Key Terms and Concepts


VoIP



voice over IP


IP Telephony



VoIP on a managed
enterprise or SP network


TDM



Time Division Multiplexing;
traditional telephony


PSTN



Public Switched Telephone
Network


Voice Gateway



terminates PSTN
trunks and converts voice from TDM
to IP

Lori Bocklund, Vanguard Communications

“Voice over IP is an inevitable part of your call center
technology infrastructure. It brings significant change
to technology deployment, operations, and support, and
thus has organizational implications for the IT/Telecom
department as well. 2003 is the year when call centers
need to get a plan together for the migration to VoIP. Not
everyone will implement VoIP in 2003, but if you don’t
have a plan, you risk making short term investments that
don’t fit your long term needs, and not being ready when
the time is right for VoIP.”

Why Care? Experts Stress Need for
Convergence Plan

Why Care?

Growth of IP Contact Centers


In 2005 there
will be almost
14,000 IP
-
architected
contact centers
in the US


By 2005, 67%
of US contact
centers will use
an IP
-
ACD

Why Care? Advantages of IP


Location
independence


Locate agents and
worker anywhere


Support multiple
channels


Voice, e
-
mail, Web,

fax, video


Rapid deployment of
new applications


Deploy and maintain
one network


Why Care? Business Benefits


Enhances customer service


Call
-
by
-
call routing, dynamic content to queued
callers, screen pop of caller data, multi
-
channel
contact


Single set

of business rules; single point of
administration for Contact Center


IP architecture



Location independence, rapid deployment of
new applications, deploy and maintain a single
network


Preserves the value of existing technology
investments

-

compatible with legacy Call Center
technology allowing a smooth migration to IP

Reconstructing Call Centers on IP

Ethernet LAN Switch

Voice
-
enabled

Router or Gateway

Premise
-
based or hosted

Call Center Application

Recording/Logging, CRM,
etc.

Contact management

Contact processing

IVR, Q Point,
Announcement Board

Call center application

Business Applications

Traditional Switch/ACD

IP Environment

Call Flow in an IP Contact Center

IP Voice

TDM Voice

Call Control

CTI Data

IP
-
IVR/

IP
-
Queue
Manager

Agent Phones

V

Voice Customer


CallManager

Routing/Contact

Management/CTI

Pure IP Telephony vs. “Hybrid”


Pure IP Telephony



End to end IP, from Gateway to IP Phone



Single network for data and voice



Simplified administration



IP phone applications



Remote agents



New site implementation speed


Hybrid



IP transport; typically TDM to the phone



Advantage of delaying swap
-
out of digital
phone sets



Still manage two networks



No real architecture change


CRM

Telephony

Application

Gateway

Routing Logic, CTI,
& Reporting Engine

Internet

Web Apps


CRM


PSTN


Single, Cost
-
effective Network


Availability & Resiliency via
Clustering


Global, Enterprise
-
wide
Scalability


Any Application Supported
Anywhere


Integral Web Application
Support

Telephony

Software

Agents

Speech
-
enabled

Self
-
Service Apps



IP WAN

The Customer Interaction Network

Five Key Factors in Deciding to
“Go IP”


End of Life, End of Lease


Multiple sites


“Off shore” sites or outsourcing


Significant branch office presence


Multi
-
channel contact or “universal
queue”


This Call May Be Recorded




for

more than

Quality Purposes

Quality
Monitoring

Customer
Experience
Management
(CEM)

Business
Performance
Management
(BPM)

you
have

to

Business Value

Compliance &
Dispute Resolution

you
want

to

Extension Side

Trunk Side

Service
Observe

Application
Server
(optional)

Traditional Telephony Recording
Methods

Recorder

Calls Info
Database

VoIP Recording Methods


Two major methods serve today
for VoIP recording


(Passive) Packet sniffing


Traditional Recording:


Trunk
-
side recording


Observation methods

Router/
Gateway

Agents / Traders

PSTN

IP WAN

V

Media Stream
passively “sniffed”
along IP Path (using
network port
mirroring)

VoIP Recorder

IP Phones

IP Telephony

Server

Network
Switch

VoIP Recording Methods


Two major methods serve today
for VoIP recording


(Passive) Packet sniffing


Traditional Recording:


Trunk
-
side recording


Observation methods

Agents / Traders

PSTN

The recorder taps the
E1/T1 Trunks between
the Central Office and
the PABX

Trunk
-
side Traditional
Recorder

IP Phones

IP
-
enabled

PABX

E1/T1 Trunks

VoIP Recording Methods


Two major methods serve today
for VoIP recording


(Passive) Packet sniffing


Traditional Recording:


Trunk
-
side recording


Observation methods

Agents / Traders

PSTN

The recorder connects directly to
the PABX to obtain the audio


Dedicated
-
Trunk
Traditional Recorder

IP Phones

IP
-
enabled

PABX

E1/T1 Trunks

VoIP vs. Traditional Recording


Rapid Implementation



Simplified installation

process requiring only network
configuration (no need to wire telephony cables)


Seamless Scalability



When telephony system grows, the recording system
scales up effortlessly

using software licensing (no
need to add hardware)


Flexibility to offer
centralized recording

for multiple
sites (d
epending on the configuration of the satellite
sites)


Cost Effective Reliability



Cost effective Fault Tolerant architecture

(recording
mirroring could be achieved without any special
hardware)


“Software Only” solution

(no special telephony
boards)


reducing the number of hardware
components improves MTBF


VoIP vs. Traditional Recording


Cont’d


Reduced Total Cost of Ownership


Reduced management cost

-

since no rewiring of
cables is needed for moves, adds and changes


Open and Standards
-
based Architecture


Using
H.323, G.729a

and other standards ensures
interoperability with other systems


Advanced Applications


Phone Integrated applications

using Web/XML
Services directly from the phone set


Stereo Recording

-

ability to record separately both
parties of the conversation

(enabling speech analysis
like talk
-
over etc)


Future Proofed


Adding recording applications

(QM, ROD etc) or
system add
-
on's requires only software configuration


Switch
-
independent recording system

(changing
telephony infrastructure doesn’t require changing the
recording system)


IP Phone Integrated Applications


Using Web/XML Services


Start Record (ROD
-

Record on Demand)


Recent Calls Self Playback


Tag Call with Business Data


Send Calls by Email


Keep Call

VoIP is Setting the Stage for
Advanced Applications
(
Word
-
Spotting & Emotion Detection)

High emotion
levels

Spotted
words/phrases

NICE VoIP and Cisco
-

Case Study


Financial Trading Company


Risk associated with customer interactions is much
higher than that associated with automated trading alone


Company needs to mitigate these risks and provide
for a way to resolve disputes quickly and easily



Business Challenge


Large corporate call center (450 seats) and smaller
remote call center (60 seats)


Mixed environment



traditional telephony in the
corporate call center and IP telephony in the smaller
remote call center



Business Solution


Decided to implements
Total Recording + Quality
Monitoring

to verify the accuracy of customer
transactions, risk management and quality of service


Purchased NiceUniverse + NICE VoIP


NICE Storage Center for centralized archiving


LAN

IBM
Storage

PSTN

Network

IP Phone

Gateway

Router

SPAN port for

Gateway

IP Phone


Cisco Call

Manager

Remote Call Center

Corporate Call Center

PBX

CTI Link


Cisco ICM

CTI Link

Case Study


Implementation
Architecture

Traditional
Recorder

VoIP
Recorder

Centralized
Storage
Server

Calls
Database

Calls
Database

Results of NICE VoIP & Cisco
Implementation


Multiple disputes have already been settled using
NICE VoIP


The bottom line


Resolves common disputes quickly, creating
less animosity with customers


Customer Satisfaction surveys up from 75% to
89%


VoIP installation allows the customer to
leverage existing lines to reduce phone costs
(saving approximately $6000 per month in long
distance charges)


Allows for central administration of phone
system











Thank you for listening