IBM Global Services © Copyright IBM Corporation 2007 IBM Converged Communications Services – IP contact center

IBM Global Services

© Copyright IBM Corporation 2007

IBM Converged Communications Services – IP contact center

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Contact center versus call center

The IP contact center services roadmap

IBM enhancements to the IP contact center

Key benefits

Summary

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Business challenges commonly faced with call centers

What is the best way to reduce customer churn?

Can we improve our revenue generation through more-effective cross-selling and up-selling?

Will more effective collaboration impact our bottom line?

What is the lifetime value of our Customers?

How do we increase our overall wallet-share?

How do we improve customer satisfaction?

Are we offering our customers the right choices?

Should we consider segmenting our customers?

Can we improve service by integrating our Customer Channels?

How can we improve Customer Loyalty?

What is the best way to reduce handle time?

How can we improve our percentage of first call resolution

How do we improve agent utilization?

How can we migrate callers to self-service?

How can we reduce agent turnover?

Is there a way to improve the way we route calls between call centers?

Customer ExperienceOperational Effectiveness Revenue Enhancement

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What’s the difference?

- A call center handles telephones only

- A contact center handles all types of communications —telephones, e-mail, instant messaging and Web-page sharing—for extreme flexibility and improved customer service

What are the features of the contact center of the future?

- Standards-based, open architecture for adaptability

- Multimodal for enhanced customer experience

- Multichannel for enhanced agent productivity and speed of customer service

- Location independent for flexible operations

- Converged for reduced costs and simplified maintenance

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What is an IP contact center?

Internet Protocol (IP) contact center solutions combine traditional time-division multiplexing (TDM) based voice with IP based voice, presence, data, fax, Web and video communications to form a powerful and advanced communications system

IP contact centers leverage several kinds of advanced converged communications tools such as:

- Session-initiated protocol (SIP)–based IP telephony

- IP videoconferencing and audio conferencing tools

- Presence sensing and status

- Multichannel contact (Web, e-mail, fax, chat, instant messaging)

- Universal queuing across contact channels

- IP-enabled intelligent voice response for self-service

- Computer telephony integration using Service Oriented Architecture (SOA) for Web integration

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Moving from disjointed voice and data communications systems at isolated call centers …

TDM-based PBX/ACD/IVR

AgentsSite A

Campus LAN

Agents

Site BCampus

LAN

TDM-based PBX/ACD/IVR Site C

Site X

PSTN(voice)ACD: automatic call distributor

IP: Internet ProtocolIVR: interactive voice responseLAN: local area networkPBX: private branch exchangePSTN: public switched telephone networkTDM: time-division multiplexingWAN: wide area network

Agents

Agents

IP WAN(data)



Customer

Call CenterServers

(contact control and routing, computer

telephony integration, reporting)

Call CenterServers

Call CenterServers

Call CenterServers

Shortcomings and limitations– Decentralized and disparate technology types

– Separate data and voice infrastructures

– Duplication of similar functions and services

Limited capabilities with location-centric design

– Costly to maintain and difficult to modify

– Fragmented view of customer experience

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IBM Global Services


…to converged IP communication and integrated multichannel interaction capability in a contact center

Agents

Central site

Campus LAN

Site B

PSTN(voice)

Web, chat,E-mail, fax

Branch office agents

IP phone

Internet

Voice gatewayEnterprise WAN/LAN

Site XRemote office

agents

IP phone

IP WAN(voice and data)

IVRs

IP softphone

IP softphone

IP Contact CenterServers

(contact control and routing, computer

telephony integration, reporting)

IP PBX

Site C

Customer

Opportunities and benefits– Complete and standardized voice/data integration– Universal queuing and virtualization of resources– Optimized agent utilization through intelligent

routing across a virtual enterprise contact center

Maximized customer relationships: self-service, consistent experience across contact channels, etc.

– Increased flexibility for enhancements and growth options– Integrated Web, e-mail, reporting, workforce and

quality management

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Why should you consider an IP contact center?

Contact centers are the focal point of many customer interactions and often serve as a customer’s initial impression of the enterprise—IP provides polish

Because of the implications for sales, service, customer satisfaction and, subsequently, customer loyalty, contact centers are becoming mission-critical services—IP contact centers provide resiliency and flexibility

A successful IP contact center solution requires deep technical skills, real expertise, global insight and creative thinking, and it requires innovation to bring all these elements together—this is IBM’s strength

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Anticipated business benefits of an IP contact center

Faster customer inquiry resolution through enterprise collaboration

Greater flexibility with access to multichannel communications

Improved productivity and agent retention through operational effectiveness

Increased revenue through more effective cross-selling and up-selling

Improved customer loyalty through faster, more flexible, more efficient interactions

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Anticipated IT benefits of an IP contact center

Lower total cost of ownership (TCO) because there is no longer a need for two separate infrastructures

Lower operational and administrative costs as a result of the single infrastructure and better communication

Greater efficiency and productivity in the support team through multichannel communication and simplified management

Increased integration and flexibility as a result of the migration from call center to contact center

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Key benefits

Summary

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IBM Converged Communications Services – IP contact center

Offers a comprehensive, tailored solution for the assessment, design, integration and migration/deployment of an IP contact center

More specifically, the services are designed to:

- Help your organization design and implement or upgrade the contact center infrastructure with IP-based technologies

- Improve how your contact center agents can work with clients and reach each other to communicate and collaborate

- Increase agent productivity

- Increase client satisfaction

- Reduce costs to support business growth

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IBM Global Services


Assess Design Implementation

Client environment

Strategy

Assessment

Solution approach

Solution outline

Macro design

Micro design

Solution build

Pilot

Deployment

Requirements and strategy

Architecture and design

Solution

Engagement roadmap IP contact center services are delivered using the IBM Global Services Method: IP contact center services are delivered using IBM Global Services Method –

IBM Global Services Method provides a single approach among all practitioners for delivering business solutions. It is a fundamental component to accelerating and improving the quality of client services, providing an integrated process for Assess, Design and Implementation services.

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Assess - Network consulting services

Network consulting services help you create a solution that meets your organization’s business objectives and requirements

IBM network consultants work with you to collect and document the business objectives and solution and security requirements, as well as to help you understand various IP contact center solution options

By thoroughly assessing your needs and helping you to identify the available alternatives, IBM network consultants will create an IP contact center solution architecture, design the solution and make a proposal for solution implementation

Engagement phases

- Client environment phase

- Strategy phase

- Assessment phase

- Solution approach phase

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Design – Network architecture services

Engagement phases

- Solution outline phase

- Macro design phase

- Micro design phase

Network architecture services help you take the solution through a phased design approach that creates a functional mapping of your requirements in a Solution Outline

Next IBM expands the Solution Outline into a Macro Design, allowing you to compare vendor solutions for individual components, based on IBM recommendations

Then IBM develops the detailed Micro Design needed for implementation

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Implementation - Network integration and deployment services

IBM Network integration and deployment services identifies installation and operational issues of the solution, develops the detailed implementation plan, establishes an effective and efficient project management environment, and then completes the deployment

IBM's experience in integrating and deploying enterprise-grade, security-rich IP contact center solutions and converged communications networks around the world helps reduce the time it takes for this engagement

Engagement phases

- Solution build phase

- Controlled production (pilot) phase

- Deployment phase

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Key benefits

Summary

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The IP contact center solution is enhanced by IBM content

IBM has teamed with recognized industry leaders Cisco, Avaya and Genesys in convergence technology and contact center products

IBM WebSphere® and IBM Lotus® products enhance IP contact center products to create powerful solutions for customer interactions

- Enterprise grade unified messaging and collaboration

- Service Oriented Architectures for application integration

- Sophisticated voice recognition and speech capabilities

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IBM Global Services


The foundation: a service-oriented architecture that connects your IP contact center to your customer data

ComponentizedStandardized service interfaces for applications and resources

InteroperableEasy information exchange between applications and/or resources

ModularMix-and-match, add-or-remove, business processes and infrastructure

ScalableStart with what you have and add resources as needed

IBM WebSphere software

IP Contact Center

Customer Application Data

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IBM Global Services


Lotus collaboration and messaging products extend the reach of the contact center into the enterprise for support

Time stamps

Rich text

Telephony

User info from corporate directory

Spell check

Video

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IBM skilled resources worldwide

Technical architecture and design specialists:

Network Infrastructure

Converged communications solutions

Contact center specific architectures

Network Security

Network Management

Vendor trained and certified experts

ContactManager

AgentDesktop

WebCollaboration

IP telephony

InteractiveVoiceResponse

E-mail

IP Contact Center

Central Contact Center

WAN

Contact Center

Branch office

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Key benefits

Summary

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IBM Global Services

Key anticipated IP contact center benefits

Dramatically improves the customer experience

Significantly reduces the cost of customer interactions

Provides an opportunity to increase revenue per agent

Offers flexible growth and simplified maintenance and support

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IBM Global Services


IBM value proposition

The IP contact center solution from IBM provides the peace of mind that’s available only from working with an industry leader that has delivered results for thousands of organizations worldwide, and that stands behind its promise of reliable global services and support.

As the one of the leading services companies in the world, IBM is a one-stop source to help optimize contact center operations and maximize the productivity of a global agent workforce, completely supporting all aspects of contact centers, from business process transformation to re-engineering technology infrastructures.

IBM offers global service and support capabilities in more than 170 countries worldwide, ensuring that assistance and expertise are available when and where they are needed.

IBM offers unique support for the IP contact center agent workforce using its standards-driven architectures to enable efficient and effective customer, supplier and partner communications.

IBM has a proven competency in managing mission-critical networks and systems including experience in deploying very large scale IP contact center solutions internally and also for our outsourcing customers in every industry and sector.

IBM holds key strategic relationships globally with major contact center equipment suppliers, software companies and network service providers, enabling us to deliver unmatched expertise in integrating and managing multi-vendor contact centers.

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Key benefits

Summary

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Summary

The IP contact center has the potential to be the key source of value to your company.

This value will be enabled by a standards-based infrastructure that allows:

- Location independence of agents

- Interaction-based intelligent routing

- Self-service and multimodal channels that increase customer satisfaction and loyalty

- Increased revenue per agent

- Flexible growth and simplified maintenance and support

- Reduced cost of customer interactions

- Increased coverage and business resiliency

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IBM Global Services


Features Supports text and visual communications—

via phone, e-mail and Web—to better meet customer needs

Enables centralized management of agents distributed all over the world

Facilitates fast and affordable integration of interactive voice-response systems, speech engines and back-office applications

Provides network consulting, network integration and deployment services

Uses industry-leading contact center technologies from Cisco, Avaya and Genesys, as well as IBM WebSphere® and IBM Lotus®

software

Potential benefits Location independence of agents Interaction-based intelligent routing Self-service and multimodal channels that

increase customer satisfaction and loyalty Increased revenue per agent Flexible growth and simplified maintenance

and support Reduced cost of customer interactions Increased coverage and business resiliency

IBM Converged Communications Services – IP contact centerDeploying IP-based infrastructures to support a multichannel IP contact center

Why IBM?

A one-stop source for global solutions

Proven competency in managing mission-critical networks and systems

Industry leadership—delivers results for thousands of organizations worldwide

Tailoring a comprehensive solution for the assessment, design, integration and migration of your IP contact center

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IBM Global Services


Converged communications solutions from IBM Services:

– Network consulting, integration, deployment and management services for converged communications:

• Network convergence• IP telephony• Unified messaging• IP contact center• Real-time collaboration• IPTV infrastructure

– IT infrastructure design and deployment services

– Middleware design and deployment services

– IBM services for Microsoft® technology

– Security consulting

– Global Business Services strategy and change consulting

– Global Business Services application services

Hardware:– IBM servers and IBM BladeCenter® servers

– Partner components:• Cisco network infrastructure products• Cisco unified communications products• Avaya IP telephony and IP contact center products• Genesys contact center products

Software:

– IBM Lotus Domino®

– IBM Lotus Domino Unified Communications

– IBM Lotus Web Conferencing

– IBM Lotus Sametime®

– IBM Lotus Sametime Enterprise Meeting Server

– IBM® Workplace™ Collaboration

– IBM WebSphere Portal

– IBM WebSphere Presence Server

– IBM WebSphere Application Server

– IBM WebSphere Voice Server

– IBM WebSphere Voice Response for IBM AIX® operating systems

– IBM Unified Messaging for WebSphere Voice Response

– IBM WebSphere Everyplace Access

– IBM WebSphere Everyplace Connection Manager

– IBM WebSphere Everyplace Device Manager

– IBM Tivoli Directory Server

– IBM Tivoli Identity Manager

– IBM Tivoli Access Manager

– IBM Tivoli NetView

– IBM Business Partner and independent software vendor software

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Copyright information


IBM Global ServicesRoute 100Somers, NY 10589U.S.A.

Produced in the United States of America02-07All Rights Reserved

IBM, the IBM logo, AIX, BladeCenter, DB2, Domino, Lotus, Rational, Sametime, System x, Tivoli, WebSphere and Workplace are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both.

Microsoft is a trademark of Microsoft Corporation in the United States, other countries, or both

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

Other company, product and service names may be trademarks or service marks of others.

Use of the information herein is at the recipient's own risk. Information herein may be changed or updated without notice. IBM may also make improvements and/or changes in the products and/or the programs described herein at any time without notice.

References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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IBM Global Services © Copyright IBM Corporation 2007 IBM Converged Communications Services – IP contact center