Post on 16-Jan-2016
ITDelivery – IMT Italy
©2009. All rights reserved.
Fausto Bramati, PMP®Fausto Bramati, PMP®Executive Project ManagerExecutive Project Manager
IBM ITALIAIBM ITALIAHosted Contact Center in EgyptHosted Contact Center in Egypt
Rome, March 25thRome, March 25th
ITDelivery – IMT Italy
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© 2009 IBM Corporation
©2009. All rights reserved.
Agenda
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1 Avaya-IBM partnership
Current environment
3 How Egypt site fit in Italian environment
4 Values to Customer
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© 2009 IBM Corporation
©2009. All rights reserved.
• Strategic Alliance since 2001
• Mission: To provide end-to-end solutions that help customers to mitigate risk, gain flexibility, optimize customer service and increase productivity
• Several strategic technology relationships that call for the joint implementation of Avaya and IBM solutions in unified communications and contact centers
• 12 joint demo centers worldwide showcasing joint industry and horizontal solutions• IBM has more certified Avaya resources than any other SI partner, allowing for seamless customer
implementation and support
Complimentary solutions, Common Goals
Vibrant Technology and Services Collaboration
Enduring Partnership
IBM and Avaya are aligned with each other strategically and tactically. Avaya and IBM share a common vision of how voice solutions and information technology have converged, which benefit our clients all over the world. We have mutual senior executive support who is committed to growing our business and joint customer base in every geo.
1 Why IBM and Avaya?
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© 2009 IBM Corporation
©2009. All rights reserved.
Solution Control Centers• System Management and Configuration• Solution Contol• Intelligent Routing Servers• Reporting Servers• Workforce Management Servers• DR Support
Media Clusters• IVR• IP PBX / SIP Servers / TDM (tactically)• Quality Monitoring Servers• Strategically distributed to minimize cost and optimize performance and reduce outages
PBX
TserversStatServers
IVRQAM
SIP Servers
IVRQAM
SIP Servers
IVRQAM
SIP Servers
IVRQAM
FrameworkManagement
RoutingReporting
IVR Interface
Outbound Contact ServerCall Progress Detection
MCR Servers(Chat, Email)
Interface ServerFramework
ManagementRouting
ReportingIVR Interface
Outbound Contact ServerCall Progress Detection
MCR Servers(Chat, Email)
Interface Server SIP Servers
IVRQAM
SIP Servers
IVRQAM
2 IBM Italy Service Desk as part of the WW IBM network
As part of the IBM WW network strategy, Italy virtual service desk provides clients with services leveraging on the latest and innovative IP Hosted Contact Center Shared Infrastructure (CCSI) based on Avaya & Genesys technologies
Ability to deliver services on a large scale
Virtual routing Skill sharing Multichannel routing (voice,
e-mail, chat, web) Flexibility Scalability High Reliability Productivity
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© 2009 IBM Corporation
©2009. All rights reserved.
IMT ItalyMILANO Campus
C.Bramati 7 Mar 2008IMT Milano Campus
ITD SSD
PAN-IOT Services
Dual Site Shared Management Framework &
Central Services
Datacenter Capability
DC Customer environment
Customer CustomerCustomer
2 Milano Campus: Building Blocks design and IT Delivery operations
GSNI gateway GSNI gateway
Managementframeworks
Managementcapability
9 Network9 Network 9 Network
MPLS Campus
C7600C7600
C7600
C7600
C7600
C7600
SAN LANBKP
LANITO
LANODCS
DC ConnectivityFacilities
LANODCS
LANITO
LANBKP
SAN
DC Connectivity Facility
SAN LANBKP
LANODCS
LANITO
DC ConnectivityFacility
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Catalyst4006
Power Supply 3Power Supply 1 Power Supply 2
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Server RouterServer
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© 2009 IBM Corporation
©2009. All rights reserved.
2 Italian Contact Center Shared Infrastructure (CCSI) OverviewGreen dual siteData Centers
Torino
Napoli
Roma
MPLS
Dual site architecture for business continuity Dual Homing/Redundant fiber connection:
provider and path VoIP technology based (H.323 and SIP) IVR with text-to-speech and speech
recognition CTI based Framework : Multi-channel routing
environment (Voice, Mail, Chat, Web) ITIL Service Desk application Volumes :
# seats 500 # delivery centers 4 # customers 310 # service hours 24 x 7 # call 4.800.000 # languages 24
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© 2009 IBM Corporation
©2009. All rights reserved.
3 Background
IBM is opening a new Call Center in Egypt based on the existing Italian call center infrastructure , initially starting at 280 heads and moving to a total of 740 by the end of 2010.
IBM has signed a contract with the Egypt government to deliver contact centre and Back office work out of a Cairo building by the first half of 2010.
The seats will expected to be 95% operated for contact centre activities versus Back office operations.
The solution is based on Avaya technology due to the best in class solution proposed and competitive pricing
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© 2009 IBM Corporation
©2009. All rights reserved.
3 Final Contact Center Shared Infrastructure (CCSI) infrastructure (Egypt view)
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© 2009 IBM Corporation
©2009. All rights reserved.
3 Solution highlight
The solution will provide :
– Redundant PSTN installation between Milan DCs
– Inbound customer call will flow in PSTN in Milan DCs
– IBM business call will flow in-out form PSTN in Egypt
– Full Avaya technology will be used for ACD, PBX, Recording, QM, Voice Mail, Reporting
– Redundant components for ACD, PBX, Reporting, Voice Mai
– Dual PBX installation in Egypt
– Solution scalable over 1000 of seats
– Solution ready for CTI integration
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© 2009 IBM Corporation
©2009. All rights reserved.
4 Value to the customer
Cost :
– Stable and predicted based on agreement
– Reduced TCO based on large scale of integration in a secure environment
Quality :
– Improved services based on committed Service Level Agreements
– Focus on Core Business
Time :
– Fast implementation less than 6 months
– Continuous evolution of infrastructure at state-of-art
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© 2009 IBM Corporation
©2009. All rights reserved.