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How to Leverage Skype in Call CentersDavid Tang – VoSKY VP of Global Marketing
Skype Has Emerged as a Dominant VoIP Player
Skype - subsidiary of auction giant eBay• World’s larges VoIP Community with over 338
Million+ registered users • 30% are already using Skype for Business
– 95% claimed to be saving money– 80% claimed to be increasing productivity
• Over 100 billion minutes of Skype-to-Skype calls (Feb 08)
338M+ Users Can’t Be Wrong!!!
Why Skype?• Disruptive Peer-to-Peer Technology
– No single point of failure– Capacity scales with demand
• Market Leader in Call Quality– Leading voice engine technology with sophisticated audio processing techniques– Intelligent network routing and management techniques to reduce latency and improve call
quality
• Seamless NAT/Firewall Traversal – Works behind a majority of NAT/firewalls without special configurations or equipments
• Call Security– All calls are encrypted end-to-end using 256 bit AES encryption (Advanced Encryption
Standard)
“Depending on the speakerphone, Skype’s voice quality can be higher than a conventional phone”Business Week
How to Skype-enable a Call Center?PBX/Call Center Platform
T1/E1/SIP
BroadbandConnection
PBX to Skype Gateway
SkypeRemoteAgent
WebClick2Call
GlobalDID
SkypeTrunking
Enhanced Skype Applications for Call Center
VoIP Call Center: Skype Remote Agent
Remote Skype Agents
Skype Remote Agent• Innovative call center
application that integrates Altigen’s ExtensionAnywhere™ feature with VoSKY Exchange & Skype client software
Benefits• Route calls for Free to remote
agents via the scalable and reliable Skype VoIP network
• Cost-effectively add remote agents
• Leverage the Free Skype client for enhanced voice quality over the public Internet
VoIP Call Center: Web Click2Call
Inbound Sales RepsWeb Click2Call• Web 2.0 application that
seamlessly integrates a company’s Website to its Call Center solution to enable real-time communication
Benefits• Optimize a company’s
Website for lead & sales generation
• Improve customer service with instant customer interaction
• Reduce toll free/8XX costs
Click
Website Visitor
VoIP Call Center: Skype Trunking
PSTN
Sales Prospects
Skype Trunking
• Ultra cost-effective VoIP trunking solution leveraging low cost SkypePro (domestic flat rate plan)
Benefits
• Reliable, high quality VoIP calls
• No contracts or setup fees
• Save 90%+ on US/Canada calls
Outbound Telemarketers
VoIP Call Center: Global DID
US Customer
Global DID• Global Direct Inward Dial (DID)
solution that allow call centers to have local access numbers
Benefits• Enables companies to expand
their market presence to target additional customers outside of their city, state or country
• Allows businesses to offer a convenient local access number for their customers to call
• Helps companies reduce their toll free/8XX telecom costs
Call Center in India
UK Customer