Genesys SIP – Transforming Customer Service

Richard Barton Bill Mitchell Jim Kraeutler

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Genesys SIP as Single Platform

Innovate Services

Skype SIP trunk to contact center

Active Recording Connector

Video contact center

Simplify Infrastructure

Software only, ACD replacement, PBX-less CC

Virtualize Operation

Multi-site, Remote/Home Agent, Cloud

Operation

Flexibility

Cost

$aving$

Competitive

Differentiation

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SIP To Genesys Tlib call data mapping

SIP Network Call Queuing and Routing

Network Attended Transfer/Conference

Support for IP Multimedia Subsystem (IMS)

Nailed Up Connection

Pro-active monitoring of the IP network with SIP Options

Genesys SIP Advantage

Take advantage of the most advanced SIP protocol stack for

the contact center

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Genesys SIP Advantage - SIP Network Routing

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Site 2 Site 1

PBX with

T-Server

SIP Server (Network Level)

Network

SIP Server

(Premise)

Media Server

and/or GVP

SIP Server Network Capabilities

Network Routing – across entire agent population!

Network-based Call Qualification (Basic IVR) & Parking

Network-based Advanced IVR (GVP)

Advanced Inter-site Calling Features Network Pullback

Network Reroute

Network Attended Transfer

On the Roadmap: Network Conference

On the Roadmap: Network 1-step Transfer

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Genesys SIP Select - Reference Architecture

PSTN

AudioCodes

Mediant 1000/2000

Genesys

SIP Server

CounterPath

Bria

Polycom

SoundPoint IP

335

SIP Soft Phones

Genesys

SIP Endpoint

SDK

Genesys

Interaction Workspace with

SIP Endpoint

Alcatel-Lucent

IP Touch 4008/4018

SIP Hard Phones

Genesys Quality Management

Call Recording

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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2005 - Genesys SIP Server 7.0.2 - Genesys introduces the first SIP based contact center

2008 – Genesys achieves CMMI Level 3 certification

2011 – SIP Server achieves “five 9’s” level of availability

99.999% up time

Unplanned downtime of 5.26 minutes per year

2011 - SIP Bus Continuity introduced with SIP Server 8.1

Active – Active sites with automated near real time failover for data center failure

Supports graceful migration to single site during maintenance

2013 – SIP Cluster

Genesys SIP Reliability

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SIP Business Continuity

2 Active Sites

Local HA at each Site

Automatic Client Switchover in minutes

Graceful Shutdown for

Data Center Maintenance

Sellable Item: Genesys SIP Business Continuity

Site 1 (Active)

Genesys

SIP Solution

w/Local HA

Site 2 (Active)

Genesys

SIP Solution

w/Local HA

Agent

Primary

Connections Backup

Connections

Agent

Primary

Connections

Genesys SIP

With Local HA

Genesys SIP

With Local HA

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For SIP Server “standalone”

Genesys SIP Voicemail v8.1

8.1.1 Feature Set

Agent Voicemail

Group Voicemail

Web Portals, Greetings,

11 Language options, HA

Linux or Windows, 15k mailboxes

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Call Recording with Genesys SIP

Active Recording Genesys Quality Management

or 3rd Party Integration (with Active Recording Connector)

Passive Recording 3rd Party Integration (with Recording Connector)

File Based Using Stream Manager or Media Server

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Active Call Recording

RTP

SIP Server

Recording Server GQM or 3rd Party

T-Lib

SIP

Media Replication

SIP

Media Server

SIP

Customer

Media Stream Replication No SPAN Port!!!

Record Encrypted Sessions

SRTP & TLS

Agent Control & Status Start, Stop, Pause, Resume

Screen Scrapes

GQM Only

Agent

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SIP Server 8.1 Performance & Capacity

Note: Capacity & Performance numbers apply to a SIP Server active/hot-standby HA Pair. Specific configuration is advised to

achieve these numbers. Approximately equivalent performance is expected on VMWare ESX.

20 cps – 150 cps For a Single Instance

Depends on Call Flow & Multithread Config Validated on Windows & Red Hat Linux

15,000 Calls Windows 64-bit & Red Hat 64-Bit

4,500 Calls Other Platforms

4,000 – 15,000 Agents Logged into a Single Instance

Depends on OS & Agent Connection Model

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Interaction Workspace 8.1.2 Highlights

Agent Supervision

• SIP Voice and Web Chat monitor, coach, and barge-in

SIP Endpoint Enhancements

• Configurable agent state at login if headset is not plugged in

• Configurable agent state if USB headset disconnection is detected

• Retain volume setting between sessions

Genesys Quality Management (GQM) Active Voice Recording

• Display and control of recording status

• Start, pause, resume, and stop controls

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Microsoft Lync

Genesys SIP

Genesys Contact Center for Microsoft Lync

Agents

SIP-based Integration Available Q2/2012

Voice Routing Interaction Workspace

Planned in 2013

Video & IM Routing First Party Call Control

Note: dates are tentative

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Looking Forward with Genesys SIP

v8.1.1 / Q1-2013

SIP Cluster

Enterprise telephony Features - Hunt Groups,

Call Park, Call Pickup, Forwarding

Enhanced MS Lync Integration

Technical Enhancements (many – like IPv6)

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

v8.5 / 2014

CDRs

More Enterprise telephony Features -

Bridged Lines, Extension Mobility, Advanced

Forwarding

Clustering Enhancements

Technical Enhancements

v8.1.0 / 2012

MS Lync Integration

Support for Active – Active with GVP

ALU IMS 11 Certification

SIP Server ID and User Agent in SIP Headers

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The Business Problem

Enterprise Contact Center

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UC Connect: Engage Knowledge Workers in Customer Service

Presence UC Client

Contact Centers

Leverage Unified Communications to

deliver superior and cost effective customer service

Customer gets to the best possible resource within or beyond the contact center

Genesys Routing

Currently support Microsoft Lync, OCS, and IBM Sametime

UC CONNECT

Contact Center Enterprise

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Aspect hardware supporting 7 contact center sites. 40 million calls/year

Moving 4,373 existing agents to Genesys SIP standalone

Aspects are nearing EOL. Wanted a platform that would support multi-media, blended agents, skills based routing

Project plan calls for a smooth migration off of Aspect, enabling routing and reporting on Aspect via T-server integration, then cutting over to SIP

Centrally deployed SIP Server infrastructure in 2 Data Centers. 99.999% reliable architecture

CableVision

19 19 COPYRIGHT © 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

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1. Select some agent population to move to SIP Server

- These agents will move to IP

hardphone or SIP softphone

Aspect ACD

CableVision Genesys SIP infrastructure Migration

T-Server

Agents Currently

on Legacy

PSTN

SIP Server

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Current Phones

SIP Endpoints IP Phones

Session Border Controller

T-Server

Current Phones

Aspect ACD

AND

Genesys

Genesys

Signaling

Foundation:

Deploy CIM and IBV, configure agents and routing

• Current Switch/PBX stays in place

• Genesys integration to PBX provided via T-Server

• Deploy Genesys enabled desktop for all agents,

move to Genesys Reporting

2. As all agents on a particular PBX are

moved to SIP Server, repurpose the

PBX

3. Genesys used to make all Agents

one pool, regardless of infrastructure

Advantages:

Phased Migration

Don’t rip and replace entire infrastructure just to get started

Move agents off of legacy PBX as resources allow and/or business needs dictate

Unified Routing:

Improve customer service capabilities immediately

Get a caller to the best, most available agent, at any site-=- across both Genesys SIP

and legacy PBX agents

Unified Reporting:

In addition to creating one agent pool across both infrastructures , all agents and

interactions will be reported on in the same manner throughout the migration

Provide common detailed reports from day 1

Unified Desktop:

Leverage existing desktop integration for screen-pop, call control, and integration into

external systems

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