Contact Center SIP Migration SYNERGY DRIVES SUCCESS

Transcription

1 Contact Center SIP Migration SYNERGY DRIVES

2 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 Self-Service 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

3 One-Source for all Components, Support & Services Complete end-to-end solution from Genesys that consists of: Customer Experience Platform IP-Phones, SBCs, Gateways Centralized management and monitoring applications Full life-cycle professional services programs that cover: Network Readiness Assessment Planning, Implementation and Operation 24x7 Support from Genesys single point of contact Hand to Shake on Contract Negotiations Point of Contact

4 The Pieces Genesys Application The Solution Headliner Session Border Controllers Data Centers & Branches Integrated Management One ring to rule them all IP Phones Partner Solution Focused

5 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.

6 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

7 Cost Savings Lower SIP Circuit Costs Negotiation via competitive RFP yielded significant 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%

8 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

9 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

10 EndPoint Selection Hard Phone selected because: Immune from PC restarts and CPU Starvation Genesys Hard Phone selected because of Phone Management Status - Day 2 Visibility provides population status at a Glance MSFT offers VQ SLA in SfB only for Hard Phones 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 With no PBX to manage the Phones, A new management tool is required to avoid the nightmare of managing hundreds of phones individually.

11 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

12 Monitoring Voice Quality Voice quality is measured on AudioCodes SBCs and IP Phones Voice Quality and Call data sent to SEM IP Phone data sent over media path & reported by SBC Updated during call if/when VQ metrics change SEM performs in-depth analytics & reporting SEM Periodic CDR with: - LAN & WAN QoEs - Far End QoEs - SIP Call Data PBX End of Call RTCP-XR Data via SIP Publish Local User SBC Periodic RTCP-XR Data via Media Path Remote User

13 More than just Voice Quality Dashboard provides At-a- Glance view of network health and loading Network, Device, & Interface Capacity Usage is easy to see & track Call and User lists highlight Agent dialing errors that would otherwise be invisible Filter calls by user, number, quality, termination reason, error type, etc Addition of SIP Call Data to RTCP-XR Quality Data Provides a More Powerful Tool

14 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)

15 Remote Agent Advantages Reduced Business Costs Real Estate footprint Labor costs Workforce Flexibility Short ramp up times Extended availability of specialized expertise Agent Satisfaction Work at Home, no commute time/costs Lifestyle flexibility

16 Remote Agent Challenges Call Quality VoIP path traverses open Internet not MPLS managed - No Quality of Service to prioritize (low latency) voice over data - Potentially high packetloss and jitter Lower uplink speeds on Agent DSL/Cable modem Security VoIP path traverses open Internet major security exposure Phone Management Many individual Phones in WAN Management infrastructure in the LAN Cost Dedicated land line per Agent is very Expensive

17 Voice Quality assured by VoIPerfect Technology Advanced Voice Coders (Opus), enhanced voice processing engines and path optimization techniques Enable reliable and high voice quality between web customers, remote agents, branches and the data center over any network, including unmanaged broadband.

18 Security & NAT Data Center Web App Router Firewall DMZ Reverse Proxy Far End NAT Traversal SBC knows SIP IP/Port from Registration SBC figures out Remote Agent media ports by waiting for incoming media packets to the public address given to Remote Agent Enterprise LAN Firewall Public Internet User Internet IP Phone Access to EMS Reverse Proxy in SBC provides secure access for Phones in WAN to talk to EMS in LAN Available on AudioCodes Mediant SBCs and Gateways Securing the Connection TLS for Signaling & SRTP for media Same authentication & encryption protocols used by VPNs

19 Phone Manager Day 1 Deployment Tools Manage Loads, Configuration Files Create Logical groups, with configuration profiles for each Update devices individually, en masse, or in groups Only Customer Relevant Parameters made Visible Management Access to Remote Phones Reverse Proxy integrated in SBC leverages Phone Authorization Gives Phones in the WAN access to Management in the LAN Gives Management in the LAN access to Phones behind Far End NAT (roadmap 2H17) Day 2 Access & Visibility Real Time view of aggregate phone status Filter Phone population by any attribute Manage Work at Home Agents as a logical group Every day Improvement for IT Admin Phone Support

20 Bottom Line There are many product and service capabilities that recommend AudioCodes as a Voice partner for Genesys Contact Centers, but in the end the following two are what really set AudioCodes apart One Voice Solutions A pre-integrated synergistic set of Phone, Gateway, SBC, Voice Quality Monitoring components, and a single management tool to rule them all Reduces effort & complexity, increases predictability Partnership Genesys Contact Center Business is a strategic focus for AudioCodes. Dedicated management, solution specific product investment/innovations, all underscore AudioCodes commitment. Partnership means AudioCodes product suite will be in lock step, not just today, but tomorrow as well.

21 SYNERGY DRIVES SUCCESS Thank you Larry Clarkson CTO NA Sharone Ben-Levi VP Business Development