ITEXPO Asterisk in the Contact Center

Presented by:Corey McFadden, Managing Partner

…in the Contact CenterITEXPO East 2010

Asterisk in the Contact Center – ITEXPO East 2010www.infradapt.com – 215-525-7000

Agenda

Contact Centers: SMB & Enterprise

• Identifying “hidden” contact centers.• Basic needs & analytics.

Asterisk as a platform

• Asterisk PBX Features• Case Study: The Philadelphia Apartment Co.

• Switchvox• Case Study: PartMaker

• Asterisk + Contact Center Platform (Presence)• Case Study: Harriet Carter Gifts

Conclusion

Identifying Contact Centers

Traditional Contact Center

• “Call Center” agents for many departments.

• Traditionally inflexible.

• Heavy IT involvement in day-to-day operations.

• Typical PBX platform for non-agent users (majority).

The “Hidden” Contact Center

• What is a hidden contact center?

• Many organizations have one or more

“Hidden” Contact Center Examples

• Functions often include:• Customer Inquiries

• Lead Generation

• Scheduling Confirmations

• “Surprise” Example:• Medical Offices

Basic Platform Needs

• PBX + Basic ACD for some groups.• CDR or Light Analytics

Enterprise

• PBX + ACD for many groups.• Workflow-oriented tools and call flows.• CDR + Analytics Suite

Reporting Needs

• “Call Accounting” is the primary aim.• Calls by source, destination, trunk• User accountability, tracking…• Accounting codes, etc.• Enough for many customers, most SMB (80/20)

When analytics is needed…

• Generating repetitive reports is painful• CDR not good at illustrating call outcomes.• CDR not a true productivity measure.

Asterisk in the Contact Center…

Different Flavors

Asterisk Examples

Asterisk in the Contact Center

• Inexpensive• Excellent PBX Functionality• Extensible• Numerous Free/OS Tools• Good 3rd Party Analytics Apps

Asterisk CDR Package

• http://www.areski.net/asterisk-stat-v2/

• Most popular Asterisk CDR reporting tool.

• Free and customizable.

• Enough data for some customers.

CDR Data: Productivity Reporting

• Agents measured by calls placed

CDR Data: Staff Optimization

• Call volume by day of the week.

Monday morning!

Contact Center Analytics

• “Off the shelf” Analytics Packages

• QueueMetrics

• Asternic• Free “Lite” Version

• License: ~$500 USD

• Mature statistics package

• License: ~$850 USD (600 EUR) to $5,000+ USD

• New offering from the creator of the Asterisk Flash Panel.

• www.asternic.biz

QueueMetrics - Analytics

Case Study: Philly Apartment Co.

Business• Inbound / Outbound Agent Environment• Leads generated from print, web, referrals.• < 25 agents in a single facility.

Platform• Open Source Asterisk• Free Asterisk CDR• Analytics “Lite” Application

Key Benefits• Call Distribution (Round Robin, 2 Queues)• Monitoring & Coaching• Analytics (Productivity, ad effectiveness, etc.)

Asterisk Limitations

Platform

• Asterisk is the PBX & Platform• All reporting, tools, etc. are provided by community

Workflow

• Agent desktop & screen pop• Productivity metrics are call-based

Switchvox Examples

Switchvox in the Contact Center

• Available as an appliance• “All in one” system• ACD• IVR• Built-in CDR and basic analytics.• Integrates with third-party products.

• View and manipulate calls

• Drag and Drop Transfers and Parking

• Record call

• Monitor employee calls, whisper, and barge

• Click to Dial

• Queue status

• Chat

Switchboard

• Customizable call routing options

• Highly visible status through Switchboard

• Extensive reporting options

• Flexibility

Switchvox: ACD / Call Queues

• Gather extensive call data with just a few clicks

• Can be made available to supervisors and management without enabling access to critical system configuration options

• View on web as a graph or as data

• Export to Excel

Reporting

Case Study: PartMaker

Business• Domestic division of international software company.• 3D CAM software for manufacturing.

Platform• Switchvox AA350• Single Location, Remote Users• ACD group for sales and service users.

Key Benefits• Remote users and roaming agents capture more opportunities.• New visibility into queue analytics, etc.

Asterisk + Enterprise Contact Center Platforms

Asterisk & Contact Center Platforms

• Enterprise Featureset• Predictive Dialer• Consolidated Analytics• Agent Productivity• On-Screen Scripting• Voice / Screen Recording• etc.

Enterprise Platforms

Stand-Alone• Aspect• Genesys• Interactive Intelligence• etc.

Asterisk-Integrated:• Presence OpenGate• Aheeva• Asteria• ContactQ

Advantages

Asterisk-Integrated Platform Advantages• Lower Cost• Flexibility• Typically Open Platforms• “Future Proof”

Feature Focus: Outbound

Outbound Campaigns• List Management• Scheduled Callbacks• Outcome Reporting

Dialer• Preview• Progressive• Preview• Robo-Calling (“Broadcast Dialing”)

Feature Focus: Inbound

Application Integration (“Screen Pop”)

• CRM or Line of Business Application

Skills-Based Routing

• Best agent for the job• Language Skills, Product Knowledge, etc.

Feature Focus: Analytics

Agent Productivity

• “Not ready” reasons• Breaks• Average call handling, wrap-up, etc.

Campaign Productivity

• Calls by outcome• List effectiveness• Effectiveness by region, time zone, demographic, etc.

Feature Focus: Supervisor Dashboards

Agents, Campaigns, etc. : Visualized

• Status Screens• Who is on calls, break, etc.

• Productivity• Average talk time, closure rates, etc.

• Integration w/other internal systems.

Presence Dashboards

Feature Focus: On-Screen Scripting

Agent Scripts

• Sales• Order Entry• Customer Service• Decision Trees, Rebuttals, etc.

Presence: Scripting Tool

Feature Focus: Quality Assurance

Monitoring and Coaching

• Live Listening• “Whisper” to Agent

Voice and Screen Recording

• Auditing• Fraud Prevention• Archival

Presence Agent WorkstationPresenceAgent Toolbar

Free Area forOther Applications

Screen Pop-up

Contact Qualification Window

URL integration

Case Study: Harriet Carter

Business• Catalog retailer since 1958, mailed to millions annually.• Several offices connected via MPLS.• Large carrier footprint: DS3+12 PRIs.

Platform• Asterisk Business Edition• Presence OpenGate

Project• Replace AVAYA Definity PBX & Call Center Platform• Implement New Features

Case Study: Harriet Carter

Challenges• Gracefully transition user & agent groups.• Zero downtime.• Re-use equipment.

Results & ROI• Reduced maintenance and administrative costs.• Monthly agent productivity return of $5000+• Conversion improvement in “upsell” program.• Able to hold outsourcers/agents to higher standard.• Fraud reduction.

Conclusion

Asterisk Fits• Small to Medium Contact Centers• Simple ACD• Basic Reporting Needs

Switchvox Fits

• Integrated Management Tools• Integrated Agent Screen• Basic Analytics Needs

Asterisk + Contact Center Platform Fits

• Complex Enterprises• Outbound Campaigns

Conclusion

• Stop by Infradapt’s booth (D-11).

• Visit www.digium.com• Visit www.presenceco.com

ITEXPO Asterisk in the Contact Center

Documents

Transcript of ITEXPO Asterisk in the Contact Center

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