IP Breathes New Life into Virtual Call Center

IP Breathes New Life into Virtual Call Center May 2005

IP Breathes New Life into the Virtual Call Center Mark Lepko VP, the Americas Cosmo. Com May 2005

A Vision • All Call Centers will be IP and Multimedia • Technology will be delivered as Service • VOIP for Call Centers is a disruptive innovation that will create hyper-growth and enormous return on investment.

Signs of the Tornado • VOIP has entered the mainstream • IP is accepted as an effective means to build SP applications, Virtual Call Center, Unity • Managed services and On-Demand are taking off • Globalization is creating new requirements • IP Centrex is taking off, and Call Center is a requirement • Multimedia & especially Video is hot • Telecom Capex is available for IP solutions • Several SPs are very successful, and many are committing significant resources • Corporate Self-Hosting is happening

Contact Center Evolution % of New Contact Center Seats Hosted Contact Center Services New offers from Telcos and other Service Providers Traditional “Integrated” Products CTI Products Unified Next Generation Contact Center Products Premises Equipment Time Source: Gartner You Are Here

The IP Advantage • Inherently Virtual & Hostable • IP Interoperability • Unity o o o Major Functions Contact Channels Agent Locations • IT Integratability

IP = Hostable = Virtual • Agent Location Independence is the fundamental enabler of the virtual contact center model and the hosted model • Impacts SPs and self-hosting enterprises • SP is one convenient route to Virtual • Trend opens up many other benefits of IP

Software Development Effort Hostability Quadrant The place to be Multi. Tenant Multi. Instance Single Instance Hosted Deployment Efficiency

Not Virtual • Separate Centers/Systems • Inefficient Admin • DNIS Routing • Transfer Limitations • Little or No Screen-Pop • No Visibility into Outsourcers • Complex, Rigid

Virtual • • • One Virtual Center Efficient Central Admin Intelligent Routing Seamless Transfers Screen-Pop Everywhere Full Visibility into Outsourcers • Elegant, Flexible

IP Interoperability Requirements • • SIP and H. 323 Deeply Supported Works with All Standard Media Gateways All standard voice codecs All standard video codecs Built-in SIP/H. 323 Softphone SIP/H. 323 External Phone Support Certified with Major Providers o o Gateways Softswitches VOIP Handoff Networks (T 1 / E 1 IP) IP Centrex

VOIP Integrations

Unity is Beautiful Unified “Integrated”

IT Integratability Checklist • Highly Customizable with Built-in Scripting Tools • Open, Supported APIs • CRM, WFM, Agent Scripting Integration o o Days Hours Weeks & Months Days • XML-based Integration Subsystem for Event Stream CTI Requirements • XML-based Web Services for Self-Service

The IP Advantage • Inherently Virtual & Hostable • IP Interoperability • Unity o o o Major Functions Contact Channels Agent Locations • IT Integratability

Thank You Mark Lepko VP, the Americas Cosmo. Com Mlepko@cosmocom. com 312 -819 -2236