Contact Centers Results from the by wuyunyi

VIEWS: 19 PAGES: 32

									Results from the Lab
 Contact Center 2008 Industry Study
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Overview
• Agent capabilities, including status and presence
  propagation
• Productivity enhancement tools
• Agent softphone capabilities
• Integration with UC and IP-telephony infrastructures
• Multimedia interactions (Web, chat, IM, SMS, video, email,
  etc.)
• Supervisor capabilities and features including productivity,
  involvement in agent calls (training, participating, recording)
• Contact interaction monitoring (real time and historical)
• System architecture, and more.
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Contact Center Evolution
• As enterprises and small-to-medium businesses
  are having to meet the new demands of their
  customers, Contact Centers are evolving to satisfy
  these needs
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What’s Changing
• Improved service in current channels (primarily voice and
  email)
• Alternate channels for communications including text
  messaging (SMS), on-line chat, and video
• Combinations of fully automated and semi-automated
  systems for inbound and outbound contact center
  applications
• Migration to SIP as legacy TDM-based systems approach
  end of life
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The Leading Vendors *




               * Considering 8 vendors evaluated
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The Vendors
• These vendors facilitate solutions to new industry demands
  and requirements by designing their products around SIP
  and IT-centric Service-oriented Architecture (SOA).
• Each of the product suites reviewed are based on features
  and functions that were demonstrated on production
  systems that are available today.
• Their products are scalable to meet the needs of contact
  centers of every size.
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Customer Satisfaction Metrics
                       • Primarily a measure of the
                         customer experience which
                         includes the customer
                         communications experience
                       • Research shows this directly
                         correlates with financial
                         performance
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Solutions
• Figuring out ways to improve your customer‟s phone and
  multi-media communications experience, including self-
  service with the right personal touch, can make all the
  difference.
• Parallel and converged evolution is occurring with computing
  and telecom platforms and applications.
• Communication and media servers and associated
  applications can now be implemented virtually without
  limitation to geographic placement.
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Solutions
Organizations can:

• Pool technical and human resources throughout the enterprise
• Use „Presence‟ information to reach personnel via preferred modes of
  communication based on an individual‟s accessibility over multiple devices
• Improve overall user and customer experience with personalization and
  dynamic interactions or „treatments‟ for better phone and synchronized web
  applications
• Facilitate efficient and effective collaboration throughout the organization
• Consolidate and extend application and management systems
• Reduce carrier costs
• Enable executives to readily automate business processes and facilitate
  corporate initiatives
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2008 IP Contact Center Industry Study
                                                           Avaya                                           Aspect                               Interactive Intelligence

     SIP Communication Server                 Avaya Communication Manager v5.0            Digital Communication Processor (Private-         Customer Interaction Center® – CIC 3.0
                                            Media Gateways and Servers such as S8700                 label Asterisk PBX)
                                                         series / S8300                             or any 3rd party PBX
                                              (with G650 / G700 Media Gateways)
                                                  Avaya SIP Enablement Server


  Automatic Call Distributor (ACD)         Avaya Call Center software v5.0 – Component     Component of Aspect® Unified IP™ 6.5.1                      Component of CIC 3.0
            Voice-only                           of Communication Manager v5.0


  Multi-media Contact Distributor            Avaya Interaction Center including SIP                  Aspect Unified IP 6.5.1                           Component of CIC 3.0
Voice, Email, text chat, text messaging,                  Services v7.1                    Via license keys as needed: automatic call
               video, etc.                          Contact Center Express               distribution (ACD); predictive dialing; Internet
                                             Customer Interaction Express – for Mid-                 contact via email or chat
                                                     market contact centers


  Interactive Voice Response (IVR)                  Avaya Voice Portal v4.0                  Component of Aspect Unified IP 6.5.1                      Component of CIC 3.0
                                                   Avaya Interactive Response
                                                   Avaya Dialog Designer v4.0

Computer-Telephony Integration (CTI)          Component of Avaya Interaction Center       Component of Aspect Unified IP 6.5.1 plus                    Component of CIC 3.0
                                                  including SIP Services v7.1                     multi-vendor adapters
                                                 Avaya Contact Center Express

        Reporting & Analytics                             Avaya IQ &                     Component of Aspect Unified IP 6.5.1 via                      Component of CIC 3.0
                                                    Avaya Operational Analyst            Unified Command and Control™ – Reporting
                                                                                         (formerly Aspect DataMart)
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                                                 Avaya                                       Aspect                         Interactive Intelligence


Quality Monitoring & Recording     Witness ContactStore software-based          Component of Aspect Unified IP 6.5.1     Interaction Recorder®
                                                recording solution              Advanced capabilities: Aspect Quality
                                    Witness Quality for Communication             Management (from PerformanceEdge
                                                    Manager                                       Suite)
                                 NICE call recording and quality monitoring
                                                    solutions
                                     Verint call recording and quality
                                               monitoring solutions

    Workforce Management           Avaya Workforce Management / Blue          Aspect eWorkforce Management 7.0 (from              Workforce Management
                                         Pumpkin (Witness) solutions                    PerformanceEdge Suite)                    Interaction Optimizer®
                                                                                                                                   Also Integration with:
                                                                                                                                      Blue Pumpkin
                                                                                                                                            IEX
                                                                                                                                           GMT
                                                                                                                                      Aspect eWFM
                                                                                                                                         and others

 Management Systems and Other               Converged Network                 Knowledge Base and Auto email reply with               All-in-one platform
                                               Analyzer (CNA)                        confidence level - component of     Messaging Interaction Center – voice mail
                                      Other Contact Center products                      Aspect Unified IP 6.5.1                  and native unified messaging
                                              Proactive Contact                                                                      Interaction Dialer®
                                          Avaya Proactive Contact                                                                  Interaction Monitor™
                                      Avaya Predictive Dialing System                                                               Interaction Director®
                                          Other Avaya products:                                                                             eFAQ
                                          Unified Communications                                                                    Interaction Gateway®
                                 Full portfolio of messaging, conferencing,                                                 Interaction Feedback™ -- customer
                                               collaboration products                                                                   satisfaction surveys
                                    Communications Enabled Business
                                                     Processes
                                     Communications Process Manager
                                      Communications Event Manager


Source: 2008 Miercom Contact Centers Industry Study
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Products
Avaya Call Center and Interaction Center 7.1
• Runs on a Linux based appliance capable of all TDM or all IP with media
  encryption and server isolation – or a combination of TDM and IP
• “Flatten Consolidate, and Extend”
• Massive scalability: ability to support 10,000 agents on single server
• With FCE model, it is easier to provide the right agent “on demand” with
  expertise and overflow for branch-based customer service personnel
• Inbound customer contacts can be routed according to skill set,
  availability or prior contact history
• Use a common business model, yet maintain personalized identities
• Can support consistent processes and brand images across the
  enterprise
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Products
Avaya Call Center and Interaction Center 7.1

Communication Server:
• Avaya Communication Manager 5.0
   – Expanded SIP trunking options
   – Improved support of SIP-based telephones
   – Foundational support for increased suite of communications
     applications
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Products
Avaya Call Center and Interaction Center 7.1

Contact Center Products:
•   Avaya Call Center 5.0
•   Customer Interaction Express 1.1
•   Avaya Communication Manager 5.0
•   Customer Interaction Center 7.1
•   Business Advocate and Advanced Segmentation
•   Avaya Call Center Elite
•   Avaya Voice Portal/Interactive Voice and Video Response
    (IVVR)
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Products
Avaya Call Center and Interaction Center 7.1
Management and Supervisory Capabilities:
• Avaya Voice Portal/ Interactive Voice and Video Response
  (IVVR)
    – Use of 3G video cell phones Internet videophones, & video-
      enabled personal computers
    – Show callers menu choices, product options, and instructional
      video clips
    – Show dynamic information such as personal account info. , airline
      flight options and current stock prices
• Proactive Contact for Outbound Campaigns
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Products
Avaya Call Center and Interaction Center 7.1
Other functions:
• Third-party applications for Contact Recording and Qulaity
  Monitoring
• Computer-telephony Integration (CTI)
• Clients /Agent Desktops
• Software Support plus Upgrades
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Products
Avaya Call Center and Interaction Center 7.1 *
  Vendor /                                SIP                Automatic Call          Multi-media Contact           Interactive Voice             CTI             Reporting &
Contact Center                        Communication         Distributor (ACD)             Distributor               Response (IVR)                                Analytics
   Product                               Server                Voice-only         Voice, Email, text chat, text
                                                                                    messaging, video, etc.

    Avaya              Operating          Avaya                Linux (via            Windows, AIX, Solaris        Linux, Sun Solaris       Windows, AIX,           Avaya IQ
  Interaction            system /      Communication         Communication            Web Services, SOA            VXML 2.0 / 2.1              Solaris                &
Center including     architecture       Manager v5.0         Manager v5.0)                                            certified           Web Services, SOA         Avaya
SIP Services v7.1                         Linux                                                                   Web Services, SOA                               Operational
                                                                                                                                                                   Analytics

                       Scalability   # users /                   # agents /           # agents / supervisors:      IVR Port capacity:            N/A             Avaya IQ –
                           (range)   simultaneous calls:        supervisors:            No software limit           No software limit                             unlimited
                                     100 users to 36,000      7,000 agents per                                                                                     Avaya
                                     on a single system;     single server with                                                                                  Operational
                                     over 1 million users      ability to scale                                                                                  Analyst - ???
                                     on a single network      multiple servers

                    Pricing            $400 / seat, plus        50 Agents:                 50 Agents:             $300 to $500 per port   $10,000 for software   Contact Avaya
                                       $250 to $650 for        $1,877 / seat              $3,877 / seat                                         (total)           for pricing
                                       additional PBX-       Total = $93,850            Total = $193,850
                                      based call-routing       100 Agents:                100 Agents:
                                           options             $1,577 / seat              $3,277 / seat
                                                             Total = $157,700           Total = $327,700
                                                               200 Agents:                200 Agents:
                                                               $1,427 / seat              $2,977 / seat
                                                             Total = $285,400           Total = $595.400
                                                               300 Agents:                300 Agents:
                                                               $1,377 / seat              $2,877 / seat
                                                             Total = $413,100           Total = $863,100




                              Source: 2008 Miercom Contact Center Industry Study
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Products
Avaya Call Center and Interaction Center 7.1
• Miercom rates Avaya‟s IVVR the best portal
  based on extended capabilities




                               Voice Portal and Interactive
                                Voice & Video Response
   Avaya‟s Call Center and Interaction Center 7.1 is Rated Best Voice Portal and Interactive
   Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study
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Products
Aspect Unified IPTM 6.5.1

• Major player in contact centers for more than 35 years
• Meet all contact center needs via comprehensive interaction
  management and performance optimization
• Created first workforce management system and the first
  dialer
• Subsequent innovation and overall contact center
  experience
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Products
Aspect Unified IPTM 6.5.1

Communication Servers:
• Supports all major PBX/Communication Servers on the
  market
• Supports any TDM or SIP 2.0 compliant environment
• Aspect Digital Communication Processor (DCP) provides
  Media Gateway functionality
• Web call-backs are enabled via an API on the enterprise
  web server
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Products
Aspect Unified IPTM 6.5.1

Contact Center Products:
• Aspect Unified IP
• Aspect‟s Unified Command and Control
    – Leverages all fixed granular data elements occurring in the contact
      center environment
    – Stand-alone tool that aggregates information from disparate
      systems and data sources
    – Integrate multiple contact centers across an enterprise
• Aspect‟s Unified Director
• PerformanceEdgeTM
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Products
Aspect Unified IPTM 6.5.1
Other functions:
• Third-party applications
    –   Nuance
    –   CallMiner Eureka!
    –   Merced
    –   OpenSpan
• Computer-telephony Integration (CTI)
• Agent Desktops
    – LYRICallTM
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Products
Aspect Unified IPTM 6.5.1
  Vendor / Contact                            SIP              Automatic Call          Multi-media Contact         Interactive Voice Response             CTI              Reporting &
   Center Product                         Communication       Distributor (ACD)             Distributor                       (IVR)                                         Analytics
                                             Server              Voice-only           Voice, Email, text chat,
                                                                                    text messaging, video, etc.


   Aspect Software          Operating        Linux OS           Component of          CTI middleware with            VXML 2.0 Certified           Component of Multi-        Unified
  (formerly Aspect            system /                           Multi-media           multiple IP-PBX‟s                2.1 Compliant               media Contact         Command and
     EnsemblePro)         architecture                        Contact Distributor      SOA new in v6.5               SOA / personalization           Distributor            Control –
 Unified IP Contact                                            Windows 2003             Windows 2003                   Windows 2003                 Windows 2003            Reporting
       Center 6.5.1)                                                                                                                                                        (formerly
                                                                                                                                                                              Aspect
                                                                                                                                                                           DataMart)

                           Scalability       # users /             # agents /         # agents / supervisors:          IVR Port capacity:                N/A                As many as
                               (range)     simultaneous           supervisor:       up to 2,000 seats inbound,              8,128                                          40,000 agents
                                               calls:         up to 2,000 simult           1500 blended                                                                   across 40 nodes
                                            up to 2,000           agent seats
                                                               inbound, 1500
                                                                 simult agent
                                                                    blended

                       Pricing           Starting at             50 Agents:                50 Agents:                 $5,000 for the system,         $15,000 for the          Starts at
                                         $12,000 for 50         $1,000 / seat             $2,300 / seat           regardless of number of agent   system, regardless of   $50 per seat and
                                         agent seats. Price   Total = $50,000           Total = $115,000                       seats                number of agent       varies based on
                                         varies from there      100 Agents:               100 Agents:                                                     seats           implementation
                                         depending on # of      $1,000 / seat             $2,300 / seat                                                                    requirements
                                         agents and           Total = $100,000          Total = $230,000
                                         required TDM/IP        200 Agents:               200 Agents:
                                         capabilities           $1,000 / seat             $2,300 / seat
                                                              Total = $200,000          Total = $460,000
                                                                300 Agents:               300 Agents:
                                                                $1,000 / seat             $2,300 / seat
                                                              Total = $300,000          Total = $690,000



                           Source: 2008 Miercom Contact Center Industry Study
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Products
Aspect Unified IPTM 6.5.1
• Miercom rates Aspect the Best in Supervisor and Real-
  time monitoring and Reporting with Aspect‟s Unified
  Command and Control in stand-alone and large contact
  center environments




                                  Best Supervisor and Real-Time
                                    Monitoring and Reporting
             Aspect‟s Unified IP 6.5.1 is Rated Best Supervisor and Real-Time Monitoring and
                 Reporting in the 2008 Miercom IP Contact Center Industry Study
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Products                                           ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
• Originally designed from the ground up to facilitate communications
  using all channels and media from a single platform
• Foundation on which all Interactive Intelligence products are based for
  centralizing business interactions
• All-software design which leverages standard servers and Service-
  oriented Architecture (SOA), while increasing reliability, security and
  scalability
• Scales up to several thousand agents and between 5,000 and 15,000
  enterprise users per server
• Localized in 18 different languages
• Include reduced integration requirements, centralized multi-channel
  processing and inbound/outbound blending, and single point of
  administration for all of their components
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Products                                           ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0

Communication Servers:
• Customer Interaction Center®
    – Provides solutions for large enterprises
    – Increased security with SRTP for VoIP and TLS for privacy
      between communication applications and users
    – Enhanced mobility with a mobile client
    – Broader integration to Microsoft OCS and Exchange
    – Simplified Deployment
• Interaction Administrator ®
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Products                                           ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Contact Center Products:
• ACD Multimedia Queuing
• Interaction Director®
• Interaction GatewayTM
• Interaction OptimizerTM
• Interactive Voice Response (IVR)/ Speech recognition
  solutions
• Interaction Designer®
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Products                                           ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Contact Center Products:
•   Computer-telephony Integration (CTI)
•   Interaction Recorder®
•   Interaction Dialer®
•   e-FAQ®
•   Interaction Report AssistantTM
•   Interaction Feedback®
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Products                                                                                                      ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
    Vendor /                            SIP            Automatic Call        Multi-media Contact           Interactive Voice           CTI            Reporting &
    Contact                         Communication       Distributor               Distributor               Response (IVR)                             Analytics
     Center                            Server             (ACD)           Voice, Email, text chat, text
    Product                                             Voice-only          messaging, video, etc.

  Interactive       Operating       Windows 2003 /     Component of       Windows 2003 / C+; .Net         Windows 2003 / Not    Component of          Component of
                      system /      .Net               Multi-media                                        VXML 2.0 / 2.1        Multi-media           Customer
  Intelligence
                  architecture                         Contact                                            certified             Contact Distributor   Interaction
    Customer
                                                       Distributor                                                                                    Center 3.0
   Interaction
   Center 3.0

                      Scalability        # users:         # agents /          # agents / supervisors:      IVR Port capacity:         N/A              Same as CIC
                          (range)   up to 15,000 PBX     supervisors:       up to 5,000 per CIC server    Tested over 250,000                           scalability,
                                           users        up to 5,000 per                                          users                                contingent on
                                                          CIC server                                                                                     database
                                                                                                                                                          server
                                                                                                                                                      performance if
                                                                                                                                                        reports run
                                                                                                                                                      simultaneousl
                                                                                                                                                             y

                  Pricing                                 50 Agents:               50 Agents:                     __                    __              Reporting
                                                         $2,000 / seat            $4,000 / seat                                                         add-on per
                                                       Total = $100,000         Total = $200,000                                                      user - $140.00
                                                         100 Agents:              100 Agents:
                                                         $2,000 / seat            $4,000 / seat
                                                       Total = $200,000         Total = $400,000
                                                         200 Agents:              200 Agents:
                                                         $2,000 / seat            $4,000 / seat
                                                       Total = $400,000         Total = $800,000
                                                         300 Agents:              300 Agents:
                                                         $2,000 / seat            $4,000 / seat
                                                       Total = $600,000        Total = $1,200,000


                       Source: 2008 Miercom Contact Center Industry Study
       31

Products                                                       ®
Interactive Intelligence Customer Interaction Center (CIC) 3.0

• With extensive integral applications, Miercom rates
  Customer Interaction Center 3.0 from Interactive
  Intelligence Best All-in-One Multimedia Contact Center




                                All-in-One Multimedia
                                   Contact Center
      Interactive Intelligence‟s Customer Interaction Center (CIC) is Rated Best All-in-One
      Multimedia Contact Center in the 2008 Miercom IP Contact Center Study
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QUESTIONS?



Contact: rsmithers@miercom.com




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