Contact Center and Customer Experience Solutions – VDS - Strategies for Successful Voice...
Transcript of Contact Center and Customer Experience Solutions – VDS - Strategies for Successful Voice...
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Strategies for Successful Voice Modernization
VDS + AudioCodes Joint Webinar
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VDS Creates Effortless
Interactions
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VDS Core Competencies
VDS PRO Suite of Services
Customer EngagementBusiness Collaboration
Enterprise Telephony
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Today’s Agenda
Introduction and Overview: Mike Davito, Chief Business Officer, VDS
Universal Communications Architecture:Mike Pio, Sales Engineer Global Services, AudioCodes
Use Case Study:Steve Rivers, Practice Lead, Business Collaboration, VDS
Conclusion: Q&A / What’s next?Team, Mike Davito
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Blockers to Successful Voice Modernization
Internal to Company – Existing Business Process
Voice as a Utility – always on yet none strategic (like Electricity)
Why buy what you already own?
Return on Investment hard to quantify
Dynamic Corporate Communications Strategies
External to Company – Macro Trends
Shifting modes of communication –
Who calls anymore?
Decoupling of Applications
Mobility of the Knowledge Worker
Carrier PRI to SIP
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Drivers for Successful Voice Modernization
Risk Mitigation – EOL/EOS of Existing System
Cost of Downtime/Recovery Time
Centric on Calls to the Org versus Individual
Gaining Competitive Advantage
Executive Sponsorship
Cost Reduction (Debunking Single Vendor Myth)
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Universal Communications Architecture
Comprehensive solution for Enterprise Voice Network Modernization
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The Changing Enterprise Communications Landscape
Employees are working from anywhereCustomers and partners are engaging
in new and different ways
Communications costs
Competitiveness
• As comm costs increase, competitiveness decrease• Large Ent. are on eternal quest seeking lowering costs• EOL/EOS legacy systems intensify the need
• 80% work away from the office 2 days or more of every week
• Multi real-timeWebRTC modalities (voice, chat, web, video, social)
• 2015: 2 Billion enabled devices 2019: 6B
Service providers are transforming their infrastructure to IP
* Gartner, “IT Key Metrics Data 2016: Key Infrastructure Measures: Voice Network Analysis: Current Year”, December 14, 2015
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Change Inhibiting Challenges
1. From silos to universal2. Securing communications3. Complying with regulation4. Managing Operations and Quality
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Many Silos = Operational Inefficiency
Legacy PBX
Local Dial Plan
Local Voice Policy and Routing
Local Management and Analytics
PSTN
PSTN
SIP T
Costly and non-optimized inter-location and off-net communications
Local Dial Plan
Local Voice Policy and Routing
Local Management and Analytics
Local Dial Plan
Local Voice Policy and Routing
Local Management and Analytics
IP PBX UC System
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Unifying the Architecture Presents Additional Challenges
Security1. Denial of service
(DoS) attacks2. IP telephony spam3. Service theft &
Eavesdropping
Quality1. Setting up MPLS
network is costly 2. High recurring costs3. Establishing MPLS
services from multiple providers globally is complex
Compliance1. Emergency calls2. Recording3. Data sovereignty
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Enterprise Voice Migration Strategies
Multi-vendor
1. Small % of knowledgeable employees2. Lower TCO due to ability to Shop
Around (Gartner)3. Want Best-of-Breed UC applications4. Keep healthy tension between vendors5. Don’t want to put all eggs in one
basket (reduce risk)
Single UC vendor
1. Many knowledgeable employees
2. Politics/Relations3. View multi-vendor as risky
AudioCodesOne Voice
AudioCodesUniversal Communications Architecture
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Introducing
AudioCodes
Universal Communications Architecture
Comprehensive solution for Enterprise Voice Network Modernization
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Foundations of Enterprise Voice Network Modernization
Connect and Migrate
Unify, Centralize and Optimize
Secure and Comply
Manage and Operate
• Leverage SBCs and MGWs to connect to cost effective SIP Trunks.
• Maintain and gradually migrate from TDM to IP.• Securely connect remote and mobile workers
• Connect disparate PBX/IPPBX/UC systems over corporate WAN.
• Introduce centralized routing and simplified global dial plan.• Enjoy enterprise-wide optimized routing for on-net and off-
net calls.
• Protect from attacks and fraud the new modernized voice network.
• Maintain confidentiality via authentication and encryption.• Introduce compliance recording per regulatory rules.
• Achieve operational efficiency by managing the whole UCA gear from a centralized NOC covering Day 1 and Day 2 operations.
• Gain visibility to voice quality and be proactive in resolving issues.
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Broadest Enterprise Voice Modernization Portfolio
Mediant 2600 Mediant 4000 Mediant 9000 Mediant Virtual Edition & Software Edition
Mediant 800 Mediant 1000 Mediant 3000
Session Routing
Lifecycle management
Voice quality monitoring
HW/SW/Virt.
SBC
Hybrid SBC/Gateway
Compliance recordingApps
MP124/1xx MP1288MP2xx
Analog Gateways
Routing Manager
Call Recording
EMS
Fax Server
SEM
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Use Case Study
How does this actually work?
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Retail Case Study – Reducing Complexity
Multiple Routing TablesNeed to make changes across multiple platformsPotential for routing loops or failed calls
Multiple vendorsMultiple service requestsCoordination of manufacturers
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Retail Case Study – Decrease Time to Resolution
Reports state call quality was poorWhere do I start my investigation?Which tools do I leverage?
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Retail Case Study – Ease of Administration
How do I manage it all?1 Survivable Branch Appliance
1 Session Border Controller
3-5 Analog Gateways
48 IP Phones
Multiple Sites
Software Updates
Configuration Changes
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Retail Case Study – AudioCodes Advantage
• Broad portfolio of Hybrid (TDM/SIP) and pure SBCs
• Extensive interoperability with legacy and IP PBXs
• IP-PBXs, Call Center and SfB seamlessly connected
• Centralized VoIP routing management that is highly resilient
• Simplified management of enterprise dial-plan and VoIP routing
• Suite of management and operations solutions
• Centralized management of enterprise components
• End-to-end view of call quality• Single interface
AudioCodes Advantages Generated results for retail company
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What’s next?
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Follow-up Questions or Comments?
Don’t hesitate to contact our speakers today!
Mike Davito: Chief Business Officer | VDS
P. 616-643-4597 E. [email protected]
Mike Pio: Sales Engineer Global Services | AudioCodes
P. 570-778-6377E. [email protected]
Steve Rivers: Practice Lead, Business Collaboration | VDS
P. 616-643-4506E. [email protected]