CCOD – Why and HowMilano – 15th June, 2004

Iraj REZAIANRegional VP, Southern Europe

Why CCOD?

Types of Contact CentersPremise-Based Outsourced On-Demand

* Outsourcers can also subscribe to on-demand services.

Everything In-House Agents Technology Maintenance

Complex CTICostly to maintainHard to balance calls

among multiple sites

Outsource EverythingYou Manage Nothing

(not even the agents)Limited Integration to

Your CRM

Hosted Contact CenterYou Manage the AgentsNSP Manages the Rest

Easy Integration to Your CRM

Outsourcers can also subscribe to on-demand services.

Benefits to End User

• Capital Expenditure Avoidance• Focus on Core Business

– Not Managing Technology• Lower Risk Migration Path to Multi-Channel Contact

Center• Capacity Management

– Pay for Actual, not Peak Usage• Multi-Site Contact Centers / Home Workers

– CCOD is Inherently Location Independent• Cost Effective Access for Smaller Businesses to Large

Enterprise Technology• Ideal Technology for Informal Contact Center

CosmoCom CCOD Leadership Highlights

• First company to develop a multi-tenant multi-channel hosted contact center platform

• CosmoCom technology was used in the first live system deployed by a telco

• Largest installed base of systems used by NSPs to provide CCOD• Only specialist in Contact Center On-Demand platforms

– Telco grade product– Standard and open – H/W, S/W, protocols, interfaces– Global organization– Four tier support organization– CosmoVantage Market Success Program (Industry first)

• Utility pricing– Pay-as-you-go pricing available to our service providers

Service Provider CustomersOffering Contact Center On-Demand Services

Network Service ProvidersNetwork Service Providers

Other Service ProvidersOther Service Providers

Marketing PartnerMarketing Partner

Global ServicesGlobal Services

                                                

Production Platforms

• CCOD Services Offered Worldwide by Service Providers– BT Contact Central OnDemand - CosmoCom + Siebel OD, “CIRM” On-Demand,

available worldwide– BT Global Services – MCC available in Europe, NA, Asia– Bezeq – service available in Israel– Cable & Wireless – service available in UK & Caribbean– Chunghwa Telecom – service available in Taiwan– Deutsche Telekom – FreeCall Online available in Germany– ePLDT – service available in Philippines & SE Asia– EagleACD – service available in North America, India– France Telecom – Contact Multicanal available France, N Africa– Globecomm – CCOD for business continuity available in US– Korean Telecom – Contact+ available in Korea– NTT-C – service available in Japan and other Asian countries– Japan Telecom – service available in Japan– Probil – service available in Turkey, Germany– TeliaSonera - @Service available in Finland

• CosmoCom Multi-Tenant CCOD Platform Worldwide Share ± 80%

Leader

The

How CCOD?

CCOD Architecture Requirements

ACD IVRCTI Server

Predictive Dialer

E-Mail Management System

Live Internet Callers

Multi-Channel Recording Reports

Scalability

Resiliency

Secure Tenant Partitions

Resources shared by all tenants

Tenant Self-Administration

Centralized Administration

No premises equipment

SP has Remote Management & Monitoring

Works with IP and Circuit Networks

System Architecture - Hosted

Design Principles

• All software design• Multi-tenancy throughout• Multi-server approach for availability and

scalability– No single point of failure

• Cost-effective, off-the-shelf hardware– Any system software can run on any hardware

module

• Switchless architecture– Switching inherent in IP

CRM Integration• Basic

– Screen pop on call arrival• All contact types: phone, email, web, PD

– One click outdial from CRM contacts– CRM-IVR integration

• e.g., VIP, value-based routing

• Advanced– Single point of admin for CIM & CRM– Integrated statistics and historical reports– Unified caller interaction history

• Recording, email, chat, self-help, ...

Contact Center in-a-Box

• IT Managers Fed-up With “Too Many Boxes”

• All Technologies Naturally Evolve to Pre-Integration & Unification of Earlier Components

• First Step: Combine All CIM Functions Into One Product– Multi-channel ACD, IVR, PD, recording, reporting– e.g., CosmoCall Universe

• Second Step: Combine CIM with CRM– Customer Interaction end Relationship Management (CIRM)– e.g., BT Contact Central

Contact Central includes CosmoCom CIM (ACD, IVR & PD), plus Siebel CRM, plus recording & WFM

Open, Standards-based Technology Allowed Easy Creation of Pocket Contact Central

CIRM Example: BT Contact Central

Thin Client Agent Integrated with Siebel OnDemand

CosmoConnectorMicrosoft Contact Center Framework

Other CosmoConnector Plug-Ins

Seamless Agent Desktop

CosmoCom controlled by custom Siebel buttons

Seamless Admin GUI

Single point of admin for agent creation,

strategy definition, …

Single point for IVR and call flow design

CosmoCorderMultimedia Recording & Reviewing Suite

- Browser-based Reviewing Tools for Anywhere Access

- Standard DBs for Easy Integration / Customization

Manage CCOD

Platform Management

• Tools and procedures needed– Initial deployment– Adding tenants– Managing the platform– Managing the tenants– Upgrading the platform (zero downtime)– Migrating the tenants (gracefully)

• Experience … experience … experience

Tenant Self-Administration• Browser-based GUIs allow remote

administration of Virtual Call Center– Moves, adds, changes – IVR design– ACD routing rules– Dialing plan rules

• Customizable multi-level admin permission levels

• Updates applied in real time and propagated system-wide

• Secure tenant partitions– MS Security Model– Active Directory

• SP also able to perform on behalf of tenant (e.g., for a fee)

System Management (by Service Provider)• SNMP Traps & Monitoring

– CosmoCom provides monitoring & alarming tool– Published MIB enables Third party monitor (e.g., OpenView)– Monitoring service provided by CosmoCom to some SPs

• Diagnostic Tools– Configurable Event Loggers– Network Protocol Decoders (EtherReal Plug-in)– RTP Decoder & Voice Analyzer– Integration with Windows Performance Monitor & System Counters

• Capacity Management– Call Throttling with SNMP Alarming– O/S Disk Management with SNMP Alarming

• Audit Trail– CosmoAdmin changes– CosmoDesigner script uploads– CosmoConsole access

• Call Detail Records– All contact types, cradle to grave– Output format flexibility

• License Management– Monitoring & Reporting– Enforcement– SP Level & Tenant Level Tools

A Carrier-Class Platform

• High Capacity, Scalability & Availability– Carrier Grade, Cost-Effective Platform– 120,000 Agents Per Single System Image– Software-Based Design Enables Smooth Scaling– “Five 9s” Prescriptive Architecture Has No Single Point of Failure

• Comprehensive Multi-Tenancy– Resource Sharing; Secure Tenant Partitions– Tenant Self-Administration and Centralized Administration– Remote Management and Monitoring

• Extensive Multi-Language Support– Double-Byte Inherent in System– Support for Multi-Lingual Agents, Centers

• Easy To Integrate– More Integration Points Than Legacy Technology– Enables Seamless CIRM and CIRM-OD

• Backed by a Carrier-Class Company– Four Tier, 7x24 Software Assurance Program– SupportNet Support Extranet– CosmoVantage™ Market Success Program

Thank You

Leader

The