Voice Modernization for Contact Centers

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Georgia Ray
5 years ago
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1 Voice Modernization for Contact Centers

2 Voice Your Main Channel voice is still the channel of choice handling around 68% of customer contact with social media holding a surprisingly meagre 2.7% Based on: Dimension Data 2016 global contact centre benchmarking report

3 SIP Migration is NOT SIMPLE SIP Migration is complex task and requires integration of many components and technologies in various locations

hardware, software and services suite, all working seamlessly together One-Stop-Shop for all

4 One Voice A Complete SIP Solution One Voice for Genesys A Complete SIP Solution for Genesys SIPContact Centers End-to-end turnkey solution, tested and verified, consists of all the hardware, software and services suite, all working seamlessly together One-Stop-Shop for all the components, support and services End-to-end synergistic solution Advanced and unique voice services

Front-End Voice LAN Branch LAN Typical Solution Deployment Data

IP Phones IP-PBX Service Provider SIP Analog Phones Media Server

Firewall SEM EMS Centralized Voice Management & Monitoring

5 Front-End Voice LAN Branch LAN Typical Solution Deployment Data Center Branches IP Phones Media GW Service Provider PSTN SBC/GW IP Phones IP-PBX Service Provider SIP Analog Phones Media Server GVP SIP Server SW SBC DMZ Private WAN DMZ Branch Components Firewall SEM EMS Centralized Voice Management & Monitoring Back-End LAN Internet Remote Agents CX Platform Components IP Phone Web Customers

6 One-Source for all Components, Support & Services

7 Value to the End-Customer

Plan & Design the Best SIP Migration Process Migration to a SIP contact center is a complex

are caused by network problems Genesys Network Readiness Assessment (GNRA) Set of testing and

and readiness for SIP migration Plan and design smooth, quick and reliable migration with

8 Plan & Design the Best SIP Migration Process Migration to a SIP contact center is a complex task with high risk that requires significant time and resources 80% of implementations delays are caused by network problems Genesys Network Readiness Assessment (GNRA) Set of testing and analyzing tools together with a dedicated expertise team Investigate the current network design and readiness for SIP migration Plan and design smooth, quick and reliable migration with minimum risk Ensure the project successfulness, reduce time to market, and increase the customer satisfaction

Genesys IP Phone Line Agent Login / Logout from

Synchronization of state with SIP Server Third

Remote Answer support ( talk and hold events)

Registration Handset Monitor Supervisor can

Multiple Agents using Phone can each record

beginning of each call Genesys Agent Statistics

9 Genesys IP Phone Line Agent Login / Logout from phone With Not Ready Reason Code Support Synchronization of state with SIP Server Third party call control (3pcc) for answer and hold Remote Answer support ( talk and hold events) SIP Business Continuity & HA Support Dual SIP Registration Handset Monitor Supervisor can listen in to call via Handset On Phone Greeting Multiple Agents using Phone can each record their own greeting to be played to callers at beginning of each call Genesys Agent Statistics on Phone LCD (*roadmap) via Web Services Interface to Genesys Stat Server

IP Phone Manager Full lifecycle IP Phones

10 IP Phone Manager Full lifecycle IP Phones operation (Install, Manage, Fix) Zero Touch predefined rollout Integrated with SEM for QoE reporting Create configuration templates Location based management Upgrade and configuration update management Intelligent dash-board

differentiator for Genesys IP Phone devices IP Phone Manager Status - Day 2 Visibility provides population status at a Glance Management -

11 EndPoint Selection When to select IP Phone device? Require immunity from PC restarts and CPU Starvation Require 5x9s availability and immunity to power outage Require minimal risk Key differentiator for Genesys IP Phone devices IP Phone Manager Status - Day 2 Visibility provides population status at a Glance Management - Logical Groups (Regions) with customized set of visible parameters makes moves and changes easy Solution Integration With SBCs and Voice Quality Management, single vendor support, pre-integration MSFT requires IP phone device for voice quality SLA

service The wizard leverages AudioCodes interop data base Interconnectivity between 80 service provider SIP

12 Quick and Easy installation with a Configuration Wizard Get your SBC up and running in less than 5 minutes! Desktop tool used for fast creation of SBC configuration based on user selection of PBX model and SIP trunk service The wizard leverages AudioCodes interop data base Interconnectivity between 80 service provider SIP trunk services and over 30 IP-PBX models Updates automatically with new PBX models and SIP trunks from the cloud

Centralized Management and Monitoring Applications Full coverage of

Real-time monitoring of the entire VoIP network s quality

framework Software based component that can run on industry

Experience Manager VoIP Network QoE monitoring and troubleshooting

13 Centralized Management and Monitoring Applications Full coverage of the entire set of actions required to manage the voice network Real-time monitoring of the entire VoIP network s quality Synergetic process from detection-to-correction based on integrated framework Software based component that can run on industry standard physical servers or in a virtual machine SEM Session Experience Manager VoIP Network QoE monitoring and troubleshooting application EMS Element Management System Centralized management of AudioCodes products portfolio

14 Modernizing Voice

15 Modernize Your UC Infrastructure with SfB Users homed online and PSTN service provided by Microsoft (using AudioCodes CCE or locally (with AudioCodes CloudBond) On premises Online Hybrid

Network Cost Reduction with VoIPerfect Technology

order to maintain MPLS networks between the data

voice channel is $30/month more than 50% cost

MPLS network and enhance voice quality Leverage

16 Network Cost Reduction with VoIPerfect Technology Contact centers expend huge amounts of money in order to maintain MPLS networks between the data centers and the branches The average MPLS cost per voice channel is $30/month more than 50% cost reduction Reduce voice bandwidth and cost over MPLS network and enhance voice quality Leverage the low cost unmanaged Internet and maintain high voice quality

VoIPerfect Cost Reduction Example Data Center $360,000 annual cost Branch Site A All sites using MPLS site A located in a region with low quality internet access MPLS More than 56% Annual Cost Saving

17 VoIPerfect Cost Reduction Example Data Center $360,000 annual cost Branch Site A All sites using MPLS site A located in a region with low quality internet access MPLS More than 56% Annual Cost Saving Data Center $156,000 annual cost MPLS Branch Site B Branch Site A site B located in a region with good quality internet access Reduce Cost with VoIPerfect Move site A to VoIPerfect over MPLS and reduce bandwidth and cost Internet Branch Site B Move site B to VoIPerfect over open internet

contact centers and Enterprises Click to call (also on SaaS apps) WEB-only agent

18 Modernize Your Voice Network with WebRTC WebRTC transforms web browsers into powerful multi media communication tools Brings new exciting capabilities to contact centers and Enterprises Click to call (also on SaaS apps) WEB-only agent Desktop sharing Genesys SBC provides: WebRTC to SIP Security Opus (WebRTC HD codec) transcoding

About AudioCodes Leading Provider of Converged Business Voice Solutions 23 Years of operations Nasdaq May 1999 700 Employees Worldwide operating in 100+ countries 66 of top 100 Service Providers & 50

19 About AudioCodes Leading Provider of Converged Business Voice Solutions 23 Years of operations Nasdaq May Employees Worldwide operating in 100+ countries 66 of top 100 Service Providers & 50 of Fortune 100 Enterprises use AudioCodes technology more than 1,000,000 Contact Center Ports deployed #2 market share in VoIP Gateways over 10 million VoIP GW Ports Installed in the last 5 years Top 3 leading market share in Enterprise SBC

AudioCodes and Genesys More than 7 years of

joint customers There is a network readiness

Genesys, and we were able to leverage that

environment that we were not aware of, as it

any production impact by finding those before

20 AudioCodes and Genesys More than 7 years of successful and close relationship with 100s of joint customers There is a network readiness assessment that AudioCodes has partnered with Genesys, and we were able to leverage that opportunity to help assess our network and build it correctly in Amsterdam. By doing so, we found some issues within our environment that we were not aware of, as it was a new deployment, so we were able to avoid any production impact by finding those before we actually routed live production calls. Elizabeth Gotto Senior VP, Ticketmaster

With a staff of 2500 employees, NVE provides services to more than 1.

21 NVE Who we are NV Energy has served citizens in Nevada for 150 years, providing electricity and natural gas services. With a staff of 2500 employees, NVE provides services to more than 1.3 million customers, and nearly 40 million tourists annually in a service area of nearly 46,000 square miles.

Facilities (PRIs) Incoming PRIs sized to meet Busy Hour/Busy Day

22 Initial Network State Two separate Contact Center Systems Second from acquisition Two separate agent pools No load sharing PSTN Trunk Facilities (PRIs) Incoming PRIs sized to meet Busy Hour/Busy Day requirements Additional PRIs to Portland BPO Expensive Capacity Little Flexibility

23 Cost Savings Lower SIP Circuit Costs Negotiation via competitive RFP yielded up to 60% savings relative to historical PRI costs. SIP Trunk Bursting Capability No longer need to provision for Peak Load Base Capacity Commitment of < 50% of Peak Usage Based Pricing for Excess Greater Efficiency 1 Agent Pool vs 2 allows higher occupancy Monthly Savings in Trunking of 39%

Vegas, with overflow capacity going to Reno All Traffic to Reno if Las Vegas fails,

24 Network Flexibility No longer constrained by Point-to-Point Facilities Two Pools To One Single ACD with all Services Las Vegas Primary Site Service Provider delivers to Las Vegas, with overflow capacity going to Reno All Traffic to Reno if Las Vegas fails, either via SBC-SBC or from Service Provider if entire Site is down Reno = Overflow & Disaster Recovery

SBC Selection Issued RFP for SBC AudioCodes SBC had lower cost, but still all required functionality Single vendor support with Phones and Voice Quality Management was also attractive Integration

25 SBC Selection Issued RFP for SBC AudioCodes SBC had lower cost, but still all required functionality Single vendor support with Phones and Voice Quality Management was also attractive Integration confidence from Genesys OEMing Solution and using in Production Test AudioCodes Mediant 4000 Discovered with use how easy configuration is Make periodic routing changes for Disaster Recovery and other testing Intuitive Interface makes changes easy to make and understand Ease of Use Relative to Competitors is a Common Observation

Network Assessment Network Team Confident of Network Configuration Adequate bandwidth

Bandwidth alone not enough eg QoS/Router Settings etc.

It s not really Ready until it s Proven Ready Genesys Network Voice Readiness Assessment

26 Network Assessment Network Team Confident of Network Configuration Adequate bandwidth provided VoIP Introduction Very Visible Network Performance Critical, but never tested Bandwidth alone not enough eg QoS/Router Settings etc. Should be good to go not good enough! It s not really Ready until it s Proven Ready Genesys Network Voice Readiness Assessment Production level traffic on Production Network VQ data pulled from SBCs & Phones under test Despite assurances, QoS issues were discovered A second test was done to validate resolution

Differentiating design synergies are even more important Work at Home Agents are a great example

27 The One Voice Solution It s Better Together Integration from Operations perspective key factor in NV Energy selection Genesys Integration Single Vendor Support Integrated Management Suite Single Technology Differentiating design synergies are even more important Work at Home Agents are a great example Solution level Functionality requires coordinated contributions from multiple network elements (SBC, IPP, EMS, SEM)

28 SYNERGY DRIVES SUCCESS

Contact Center SIP Migration SYNERGY DRIVES SUCCESS

Contact Center SIP Migration SYNERGY DRIVES SUCCESS @ One Voice A Complete SIP Solution One Voice for Genesys A Complete SIP Solution for Contact Centers CUSTOMER EXPERIENCE PLATFORM A B Work Items Rules