www promotor telia se Hans Nahringbauer Telia Promotor

www. promotor. telia. se Hans Nahringbauer Telia Promotor AB Slide no. 1

www. promotor. telia. se Overview n Telia Promotor AB n Contact Center n Telia Call. Guide n Experiences from development Telia Promotor AB Slide no. 2

www. promotor. telia. se Telia Promotor E-business Information security solutions Graphic Web design Intranet Contact centers - market leaders in Sweden Telia Promotor AB Slide no. 3

www. promotor. telia. se Contact Center Email Phone call Call. Guide Telia Promotor AB Slide no. 4 Fax Internet Chat

www. promotor. telia. se Telia Call. Guide - an overview Meridian MD 110 Centrex AXE Calling customer Voice TAPI IVR Call. Guide Server TCP/IP Data Agent Telia Promotor AB Slide no. 5 Coach

www. promotor. telia. se Call. Guide Tele. List (screen-pop) Telia Promotor AB Slide no. 6

www. promotor. telia. se Erlang versus C/C++ n Higher development costs with C/C++ n Higher costs for maintenance C/C++ n No garbage collection in C/C++ n Higher performance with C/C++ n Experience from prototyping n Used in graduation programs at universities Telia Promotor AB Slide no. 7

www. promotor. telia. se Telia Promotor AB Slide no. 8 Why did we chose Erlang? n n n Lower costs for development Lower costs for maintenance Robustness Made for Tele. Com systems Good experiences from prototyping Erlang competence in the building

www. promotor. telia. se MS SQL Server and Erlang n Crystal Reports, Excel and other tools. . . n Delphi is well integrated with MS SQL Server n 1997 - integration via IG, C++ and ODBC n 1999 - integration using Erlang ODBC Telia Promotor AB Slide no. 9

www. promotor. telia. se Call. Guide Pulse Telia Promotor AB Slide no. 10

www. promotor. telia. se Delphi and Erlang n Delphi and Erlang is complementary. n Insufficient support in CORBA for establishing communication between objects on different ORBs. n Socket protocols were the easiest way n Why not a bridge from Erlang to COM ? Telia Promotor AB Slide no. 11

www. promotor. telia. se Telia Promotor AB Slide no. 12 Call. Guide Admin

www. promotor. telia. se Telia Promotor AB Slide no. 13 Experiences of Erlang OTP n n n n n A powerful tool, never an obstacle High performance Powerful language Easy to debug Short development time Easy to maintain Robust Standardised - easy to read code Powerful OTP modules

www. promotor. telia. se Erlang OTP technology we use gen_fsm gen_server SNMP supervisor gen_tcp ig ODBC Telia Promotor AB Slide no. 14 gen_event

www. promotor. telia. se Example of installed systems n Destination Gotland MD 110, 4 locations, 80 agents, Jan ’ 98 Stockholm Nynäshamn Oskarshamn Visby n Sergel Kredittjänster Meridian, 40 agents, Feb ’ 98 n Telia Handel 3 Meridian and 1 MD 110, 4 locations, Sundsvall 120 agents, Mar ’ 98 n Småföretagarnas A-kassa Göteborg Malmö MD 110, 24 agents, May ‘ 99 n Länsförsäkringar Wasa - Bank AXE and Meridian, 20 agents but soon 200 agents, 1 location but soon 25 locations, July ‘ 99 Telia Promotor AB Slide no. 15 Stockholm

www. promotor. telia. se In progress n 5 new installations n 500 new users n 4 different PBX models and AXE n Lots of new functionality, IP-telephony etc Telia Promotor AB Slide no. 16

www. promotor. telia. se Summary n Easy maintenance n Erlang on Windows NT is robust n Fast development and high quality Erlang is cost effective Telia Promotor AB Slide no. 17

www. promotor. telia. se Telia Promotor AB Slide no. 18 History n Design and development 1997 n Three operational system 1998 n New release 1999

www. promotor. telia. se Contact. Center n n n Telia Promotor AB Slide no. 19 Outbound dialing - Preview dialing Call. Back by Webb or IVR Campaigns E-mail and fax Incoming calls

www. promotor. telia. se Telia Promotor AB Slide no. 20 Functionality n n n n Skilled based routing Pre-identification (customer. ID) Queue handler with a flexible messaging Software phone (Call. Guide Tele. List) Screen-pop and Screen-Transfer Statistics Real time supervision Administration Automatic services through the IVR Outbound calling Call. Back and Internet Call. Me Voice recognition Contact Center (E-mail and Fax) IP-Telephony

www. promotor. telia. se Telia Promotor AB Slide no. 21 Call. Guide Stat - Statistic Reports

www. promotor. telia. se Vad är ett Call. Center? n Call. Center är ett samlingsnamn för ett företags centraliserade telefonsystem. n Det är en avancerad systemlösning som skapar förutsättningar för en effektivare kundtjänst genom att koppla ihop växlar, telefoni, datorer och databaser. Telia Promotor AB Slide no. 22

www. promotor. telia. se Call. Guide Tele. List (software phone) n n n n Telia Promotor AB Slide no. 23 Log on or off the system Answering and dialing Pause Inquiries Transfer Screen pop Actual customer queue time

www. promotor. telia. se IVR configuration Telia Promotor AB Slide no. 24

www. promotor. telia. se Contact Center State-of-the-art customer service can cut costs by about 40% or more: n Telephony, fax, e-mail, Internet, voice mail, and such n Connections to extranets n Several well-known platforms n Market leader in Sweden Telia Promotor AB Slide no. 25

www. promotor. telia. se Skilled based routing and Queue handling n Skilled based routing l Agents belongs to different skills l Routing based on customer. ID, customer dialed number etc. l Escalation at busy: 1. To an agent at the same location. 2. To another location 3. To a third location n Queue handler l Flexible messaging l Continuous messages while standing in line Telia Promotor AB Slide no. 26

www. promotor. telia. se Why Telia Call. Guide? n Works with PBX as well as AXE n Future technology l Skilled based routing and Queue handling moved from PBX to a NT Server l Standard applications: NT, SQL Server, Seagate Crystal Reports etc. l TAPI which does not require a PBX link l One system for all media's - Real Contact Center n Suited for distributed systems Telia Promotor AB Slide no. 27