SIP at Finansbank: Customer experience UP, TCO DOWN!

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1 SIP at Finansbank: Customer experience UP, TCO DOWN! Bulent Kargin / Consulting Designer - IBTech / Finansbank Pawel Bublewicz / Solution architect Genesys

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3 Finansbank & IBTECH overview Finansbank Founded 1987, now 5th largest bank in Turkey 11,000 employees 522 branches Regarded as one of the most innovative and technology-savvy banks in Turkey CardFinans credit card voted World s Best in Visa International competition World s first debit card with installment feature Best Contact Center Manager category in the 4th Call Center Contest (IMI Conferences, 2009) IBTech Design & Development of Core Banking, Creditcards and Internet Banking Applications Design, setup, administration, maintenance of Infrastructure Our Vision: To extend the technologies that we developed to a wider base in Turkey, to become a well-known brand in the international market. Our Mission: With our highly qualified human resources, international experience, technological solutions and services that we offer; to carry our customers into the future, and make them more effective and competitive by using the advantages of high technology. 3

4 Facts & Numbers About Finansbank Contact Center Multisite Implementation of Genesys Components serving 3 locations (IST,ANK,ERZ) app. 43M inbound calls/year 1 IVR Completion Rate 61% 2 app. 5M outbound calls/year app. 1,300 seats serving different Business Units Alternative Sales Channels, Marketing, Collection, IT Helpdesk etc. Inbound Voice, Predictive Outbound, Workforce Management, Genesys Voice Platform 1 : 2011 (only for main Business focus : 68% for

5 SIP transformation From multi-vendor, TDM based Architecture to SIP based solution with a single vendor decreases troubleshooting time Easy to adopt new Technologies like IM, video, social media because SIP is media independent easy and cost effective integration with Business Partners and Outsourcers via VoIP Decrease Resource Usage and Time to Production for new Projects by using shared Resources from other Projects (vxml is simple) Reduce Maintenance, Administration and Upgrade Costs. increase customer satisfaction with icfd Efficient use of agent resources from a single virtual pool 5

6 Current Infrastructure 6

7 Solution deployed: transfers to Outsourcers with attached data ~550K (2M minutes) Inbound calls/year to Outsourcers with Attach Data. SIP to Tlib Mapping 7

8 Solution deployed Use any Hardphone or Softphone Usage of inhouse developed SIP Softphone instead of expensive Hardphones Keep existing investment on hardphones by changing the Hardphone firmware from proprietary protocol to SIP Hardphone Softphone Initial Cost 0 USD 2000 USD 3rd Party SIP Softphone SDK Unit Cost 280 USD + VAT 0 USD Integration with Management Layer No Yes Integration with Stat Server No Yes Extendible Features Limited Unlimited 8

9 Solution deployed: Troubleshooting Easy to Troubleshoot SIP is a text based protocol and based on industry standards IETF RFC 3261 SIP is based on Request/Response model and easy to understand, easy to troubleshoot 9

10 Solution deployed: Integration with Softswitches SIP Server is easy to integrate with various SIP Softswitches like Asterisk for different purposes like Voic etc. What do we need to integrate Genesys SIP Server with Asterisk for Voic ? HW Resources for Asterisk (1 CPU, 1 GB RAM, 20 GB HDD on VMWare) 1 Trunk Description on Genesys to Asterisk Turkish Voice Prompts for Asterisk Voic ~ 140 Total Cost :

11 Solution deployed: GVP Act as fast as business requires it from you No necessity for the 3th party vendor resources for IVR code development The GVP IVR code is VXML not a proprietary language/tool Other resources from different project can easily be used at the IVR Projects less Time to Production more Efficiency for Project Resources Integration of GVP with Outbound Solution SIP Server is at the core of this Integration and again GVP is also SIP based, pure IP Solution No Hardware required like Dialogic Cards (another Point of Failure) Easy to troubleshoot 11

12 Solution deployed - High Availability & Reliability Supported F5 Networks Big IP Local Traffic Manager provides single IP Address for SIP Endpoints, Media GW, SBC Uninterrupted functionality during switchover between HA SIP Server Pair (Primary/Backup) Memory Replication between primary/backup SIP Server obtains switchover without affecting customer interactions No system cut-off s esp. during planned maintenance operations Active Out-of-Service Detection for Trunks & VoIP Services enables: Routing of outbound calls via other trunks based on prefix, priority and geo-location configurations. No manual intervention is required Uninterrupted VoIP Services without a direct affect on customer experience even for mid-call failures. 12

13 Project rollout Existing Genesys Framework with T-Server(s) connected to TDM PBX s smooth transition move agents & operation from TDM PBX to SIP Server 11/2010 IT Helpdesk 12/2010 Customer Compliance Line / / /04/ limited affect on end-user experience Telesales Outbound Operations Collection Outbound Operations Changing the IVR from Proprietary «Black box» to GVP was the most challenging part of the transition project Hybrid, Multivendor Infra. Pure IP, single vendor, SIP high level of Integration capabilities based on Industry Standards (SIP, VoiceXML) easy to manage, easy to expand with new features maps Business Requirements to feasible, cost affective Solutions 13

14 TCO - Cost Effectiveness IVR Port License Upgrades require less Software License Items less Hardware (less Point of Failure) Intervoice IVR Port License Required Licenses Avaya CMS License (for Reporting) Avaya Communication Manager User Software License Avaya Communication Manager ACD License Genesys IVR Connector License Genesys Voice Platform Licenses Required Hardware Dialogic Cards D300 JCT E1 (PCI) Card Avaya DS1 Card (E1 Card to connect PRI between Intervoice and Avaya) Na Other Requirements Physical Cabling for PRI Lines between Intervoice IVR and Avaya Communication Manager Na and more cost effective!!! Avaya PBX & Intervoice IVR & Genesys CTI 1 pure Genesys SIP 2 30 Port 162K USD + VAT 62K USD + VAT 60 Port 317K USD + VAT 124K USD + VAT 90 Port 474K USD + VAT 186K USD + VAT 1 : based on List Prices in : based on EMEA Standard & Express v8 Pricelist effective September 30,

15 Key benefits for Finansbank Business Benefits Technical Benefits Financial Benefits Single virtual agent pool in 3 different locations Increase customer satisfaction Increase flexibility and reduce time-toproduction for new products & services Easy Administration & Operation Single vendor Suport for new media types (IM, video, social media) Integration with Outsourcers & Business Partners Open standards no more Proprietary Blackbox s Reduce maintenance, administration and upgrade costs Keep existing investment for Genesys Licenses, Hardphones Less FTE and labour cost for the same business operation 15

16 Genesys Solution focus 8.1 SIP Server 8.1 New in SIP Server 8.1 BC Business Continuity How to reach true 5*9s availability MS Media Server New consolidated Media services 16

17 SIP Server 8.1 update Reliability and performance SIP Business Continuity Enhanced Performance and Capacity Media Server MSML Reliability Enhancements Features Active Call Recording Dial Plan Enhancements IMS - Double Dip Flows Advice of Charge 17

18 High availability High Availability option Microsoft NLB IP Takeover F5 Big IP LTM Description Widely Deployed Thoroughly Documented Supports Multiple NICs All OS es Supported 100% Genesys HA Option of choice for Reliability Ratings & Tests Reliability & Reputation Flexibility HA + Load Balancing possible Supports Multiple NICs 18

19 Genesys business continuity SIP Server Peers HA Pair SIP Server (Peer 1) 11 ISCC SIP SIP Server (Peer 2) 11 HA Pair Phones register with both peers Desktops log in to preferred peer Two Active Sites Site-wise Redundancy AND Local HA at each site Full Architecture Encompasses All Components for Genesys SIP Solution Effective for Site Failure and Maintenance In the event of site failure, clients automatically failover in near real-time Supports graceful migration to single site during maintenance Single configuration of common data 19

20 Enhanced Performance and Capacity Call Flow Simple Moderate Complex SIP Server Performance Multi-threaded Configuration ~ 150 cps cps cps SIP Server Capacity Registered Agents (with aggregated T-Lib Connection) Registered Agents (each with direct T-Lib Connection) Windows bit Red Hat 5 64-bit Others 15,000 15,000 10,000 15,000 4,000 4,000 Simultaneous Calls 15,000 15,000 4,500 20

21 Media Server Feature Standards based support Supports MSML RFC 4240 / NETANN Treatment Support Music Announcements Collection of digits Video push Music On Hold Multipoint Conference Unit (MCU) Business Benefit Utilizes standard based SIP extension for media control. Provides ability to be used with other applications, as well as ability for SIP Server to use other compliant media server. May be used as a treatment source while calls await an available agent. Ability to collect DTMF information for call steering or basic data collection. Supports multiple media types Used to provide music on hold functionality to SIP Server. Provides ability to conference multiple parties both with audio and video 21

22 Media Server Feature Recording CPD capability Voic Load Balancing / HA Support Integration with Genesys Administrator Extensions GVP ready Business Benefit Provides ability to serve as call recording device, creating files with recorded audio or streaming RTP to external recording device Provides CPD funtionality for outbound calls. Solution is software only and doesn t require any special hardware Combine with addtional Genesys product can provide voic solution for both enterprise and contact center environment Allows for N+1 high availability and load balancing, providing continuous operation in the event of a failure of one or more instances. Gives user web interface for managing audio resources Once installed Media Server can be easily upgraded to full GVP solution by installing helper components 22

23 Media server - architecture 23

24 Roadmap PBX features Call Forwarding & DND, Call Park/Retrieve, Call Pickup (Directed & Group) Hunt Groups (Parallel) Personal Web Portal w/call Preferences & Voic Step2: Advanced Call Forwarding, Account Codes, Extension Mobility HA enchancement Detect & Manage difficult scenarios like network failures Support HA split across multiple data centers, utilizing a new SIP Proxy Cluster Scalability of a single SIP switch to 60,000 agents Deployed across multiple data centers, with intelligent location-based routing Avaya Rich SIP Integration (pending Avaya support) Multi-tenant support 24

25 Questions? 25

26 Where to find more about SIP 26

27 Follow G-Force and Genesys on Twitter at #GforceEMEA for the latest news and updates! Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals. Customer feedback surveys will be sent to you online later

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