It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

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It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps? Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side. Thank You for Joining Today’s Webinar:

Transcript of It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

Page 1: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

It’s Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the

presentation. Just type your question into the “Ask a Question” window on the right side.

Thank You for Joining Today’s Webinar:

Page 2: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

It’s Time To Replace Your Old Call Center ACD. What Are The Next Steps?

Page 3: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3

Presenters

Darryl AddingtonSolution Strategy Director

Genesys

Brendan DykesSr. Solution Marketing Manager

Genesys

Page 4: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4

Key Steps in ACD Replacement

Best Practice, Standards-based Approach to Implementation

• Network Readiness / Appropriate Architecture• Business Continuity, High Availability, Disaster

Recovery• Security & Compliance Considerations• System Readiness – Load Testing, Fail Over Simulation• Serviceability, Operational Maintainability & Support

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5

To understand the decision

Multi-Channel World

Higher Customer Expectations

IT Best Practice Evolution

Page 6: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6

25% of consumers use

1 or 2 channels

52% of consumers use

3 or 4 channels

22% of consumers use

5 or more channels

3 channels 4 channels 5 or more channels1 channel 2 channels

N=8,000

74% use at least3 channels

Source: Ovum

Customers Using Many Different Channels

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7

Data and Business Rules

•Context• Customer Understanding• Business Insights•Skills• Business Knowledge• Channel Competency• Language Skills•Presence• Resource Availability•Business Rules• How to handle the contact based on the above

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8

Network Readiness and Appropriate Architecture

Page 9: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9

Open Standards Drive Flexible Deployment Options

Siemens Sonus Broadsoft

AspectRockwell

AvayaNortel

Built in ACD

Softswitch for the Enterprise

SIP

T-Server

CTI LINK CTI LINK

Call Manager

JTAPI

Switch

T-Server

Network

SIP

SIP for Contact Center

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10

Starting with Telephony…

•Today the Contact Center needs a telephony platform that is:

Designed for Customer Service and Sales• Thin• Flexible• IP-based• Open Standards-based• Highly Scalable• Highly Resilient

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11

Genesys Network Readiness Assessment

Network Analysis and Readiness• Analyze the network and create

benchmark• Insert the probing devices into

the network• Schedule testing

VoIP Traffic Generation• Varied levels of traffic• Measurements and gathered

information• Conducted after hours• Controlled environment

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12

PBXACD

IVRs

Digital Set

Call Recording

Agents can be located anywhere

Systems are supported as standard software

Legacy Contact CenterData Center

Outsourcer

Remote CenterBranch Office ExpertHome

Main Call Center

IP/SIP phone

Agents Anywhere

Genesys SIP Normalizes Support and Enables Virtualization

Digital Set

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13

Contact Center Virtualization with SIP

•A truly virtualized contact center operation takes advantage of skills wherever they are:

• All Contact Center Teams• All Contact Center Locations• Home Workers• Outsourced Partners• Back Office• Branches Offices and Retail

Stores

ContactCenter

BackOffice

HomeWorker

BranchOffice

RetailStore

Outsourcer

ContactCenter

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14

Primary Data Center

OutsourcerCall Center

Branch Office Remote AgentMain Call Center

Business Continuity, HA and DR for Geographic Redundancy

Contact Center 1 Contact Center 2 Other Agent Locations

PSTN or SIP Trunk

Media Gateway

SIP

Contact Center 1

Backup Data Center

SIP

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15

Security and Compliance Considerations

Page 16: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16

Load Testing & Operational Assurance

Page 17: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17

Serviceability, Maintainability & SupportROI Tools To Assess Initial Savings and Ongoing Maintenance and Support Costs

Page 18: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18

Further Learning…

•On Demand Webinar: •Save up to 50% by Migrating from an ACD/PBX Environment to a SIP-based Contact Center. Hear the Ticketmaster Success Story

•View this webinar to learn how:• Ticketmaster achieved 60% decrease in annual maintenance costs & ROI in

18 months by moving to SIP• You can add new channels such as IM, video, and real-time collaboration via

the web• An open, SIP standards-based, 100% software solution, you can innovate

your customer service operation with new channels, media types, or staffing models. You can accomplish all this and lower contact center OPEX by up to 50%

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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19

Optimal Solution Characteristics

Best Practice, Standards-based Approach to Implementation

• Network Readiness / Appropriate Architecture• Business Continuity, High Availability, Disaster

Recovery• Security & Compliance Considerations• System Readiness – Load Testing, Fail Over Simulation• Serviceability, Operational Maintainability & Support

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Key Takeaways

Replace your ACD with a next generation customer engagement solution:1. Designed for Multi-Channel2. Data and Business Rule Driven3. Standards-based Software4. Proven Deployment Model5. Lower TCO

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Page 21: It's Time to Replace Your Old Call Center ACD. What Are Your Next Steps?

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21

Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

[email protected]

Darryl AddingtonBrendan Dykes