© 2014 LiveOps - Confidential
LiveOps® Platform™
Call Flow & Telephony Options
© 2014 LiveOps - Confidential
LiveOps Global Data Centers
© 2014 LiveOps - Confidential
Example Global Customer: Sales & Support Centers
Chennai, India
Raleigh-Durham, NCSan Jose, CA
Utrecht, NL
Seoul, Korea
Other Sites: NY, RTP, Outsourced Locations/Companies, etc.Plus: New/Additional Sites (growth)
= Sales/Support Center
© 2014 LiveOps - Confidential
LiveOps Data Centers and PSTN POPs
Chennai, India
Raleigh-Durham, NCSan Jose, CA
Las Vegas, NV New York, NY
London, UK
Singapore
= LiveOps Data Centers and PSTN POPs
Seoul, Korea
Sydney, AUS
Amsterdam, NL
Utrecht, NL
© 2014 LiveOps - Confidential
LiveOps Call Paths and Message Flows
© 2014 LiveOps - Confidential
Agent Dialing by DID/DDI
+1-480-555-1234+44 / +82 / +91
Inbound Calling via LiveOps Cloud Contact Center
Caller
TFN
PSTN Carrier
Customer’s PBX
Agents
LiveOps Data CenterLiveOps
Data Centers
PSTN Circuits
(local SIP/T1/E1 lines)Agent Dialing by Extension
x1234
IVR/ACD/VDN
LiveOps Redundant
Carrier Circuits
LiveOps Benefits• One IVR and Business Logic treatment for all
calls/channels across all regions• Agents only need DID/DDI/Ext. + Internet• PBX/WAN Infrastructure agnostic• Follow-the-sun routing across PBXs/WANs• Call delivery via Domestic PSTN, INTL PSTN,
VoIP (MPLS/VPLS) or SIP• Open APIs for integration
LiveOps Data Centers• Active/Active
Redundant Data Centers
• Load-Balanced POPs• Redundant Tier 1
Carriers• Carrier-grade Circuits,
Equipment and Facilities
Customer’s CRM/Salesforce.com
VoIP/WebRTC Call
Customer’s CRM/Database/Salesforce.com
© 2014 LiveOps - Confidential
Outbound Calling via LiveOps Cloud Contact Center
Destination
Customer’s PBX
LiveOps Data CenterLiveOps
Data Centers
IVR/ACD
LiveOps Carrier Circuits
LiveOps Benefits• Integrated reporting across all regions, all
agents, all channels• CRM integration for Automated
Outbound Dial Campaigns
Client’s SIP/T1/E1 Circuit
LiveOps places a second egress call to the destination
4
LiveOps places an egress call to Agent’s DID
3
Agents logs into the LiveOps portal
1
System (or agent) initiates an outbound call via LiveOps Web Interface or SFDC
2
Agents
LiveOps Outbound:• Lead-Generated/Campaigns
• Preview• Progressive• Predictive• Automated (IVR)
• Click-to-Call in SFDC• “Local Number” CLID• Cold Calling
PSTN Carrier
Customer’s CRM/Salesforce.com
VoIP CallPSTNCall
© 2014 LiveOps - Confidential
Email/SMS/Web Chat/Social Routing via LiveOps
Customer #1
Agents
LiveOps Data Centers
FB/Twitter
SMS/Text/IVR Callback
Web Chat/Web Form
Customer #2 Customer’s CRM/ Salesforce.com
LiveOps Multi-Channel Benefits• Single Agent UI across all Channels:
Web Forms, Web Chat, Email, Voice, SMS Text Messages, Facebook, Twitter
• Back-end Integration with Salesforce and CRMs• Front-end Integration with Salesforce and CRMs• Supervisors: Monitoring & Reporting across Channels• Agents: More efficient, fewer screens, faster service,
quicker call resolution
© 2014 LiveOps - Confidential
Global Call Delivery (Logical View)
© 2014 LiveOps - Confidential
PSTN Call Routing
LiveOps’ PSTN POPs
Customer Locations
Callers
Singapore
APAC
Las Vegas
West Coast
New York
East Coast
London
EMEA
PSTN Carriers
Calls Routed Across PSTN Backbone
© 2014 LiveOps - Confidential
VoIP Call Routing
LiveOps’ PSTN POPs
Customer Locations
Callers
Singapore
APAC
Las Vegas
West Coast
New York
East Coast
London
EMEA
PSTN Carriers
Calls Routed Across Customer’s Corporate VoIP Backbone
© 2014 LiveOps - Confidential
Direct Voice Peering
LiveOps’ PSTN POPs
Customer Locations
Callers
Singapore
APAC
Las Vegas
West Coast
New York
East Coast
London
EMEA
SIP Trunking across Customer’s MPLS
Calls Routed Across Customer’s Corporate VoIP Backbone
Call Delivery – LiveOps Benefits• LiveOps Contact Center is an OVERLAY to your PBX system• LiveOps is a GLOBAL solution• LiveOps provides a CONSISTENT exceptional customer experience world-
wide• LiveOps is a MULTI-CHANNEL Contact Center• LiveOps delivers a UNIFIED Agent Experience• LiveOps brings WORLD CLASS tools to Corp Support, Sales and IT teams• LiveOps provides FLEXIBLE supports multiple groups, across multiple
locations throughout multiple regions and multiple languages• LiveOps supports INTERNAL and EXTERNAL agents (on-net & off-net)• LiveOps provide robust real-time MONITORING and historical REPORTING• LiveOps creates easy, no-touch LICENSING
© 2014 LiveOps - Confidential
Global Call Delivery (Geographical View)
© 2014 LiveOps - Confidential
Customer – Global Call Centers
Agent Sites
Austin, TX Netherlands PhilippinesHome Workers
© 2014 LiveOps - Confidential
LiveOps Data Centers
LiveOps – Global Data CentersLas Vegas New York London Amsterdam Singapore Sydney
Austin, TX Netherlands PhilippinesHome Workers
Agent Sites
© 2014 LiveOps - Confidential
LiveOps – Global Number Assignment
LiveOps Data Centers
Las Vegas New York London Amsterdam Singapore Sydney
Agent Sites
Austin, TX Netherlands PhilippinesHome Workers
#
#
#
## ##
##
© 2014 LiveOps - Confidential
LiveOps – Global Customer Base
## # ##
# ## #
Las Vegas New York London Amsterdam Singapore Sydney
Austin, TX Netherlands PhilippinesHome Workers
Agent Sites
LiveOps Data Centers
© 2014 LiveOps - Confidential
LiveOps – Global Call Routing
## # ##
# ## #
Las Vegas New York London Amsterdam Singapore Sydney
Austin, TX Netherlands PhilippinesHome Workers
Agent Sites
LiveOps Data Centers
© 2014 LiveOps - Confidential
LiveOps – Global Call Routing
LiveOps Benefits• Global, Intelligent Routing w/Salesforce integration• Massively Scalable, Extraordinarily Flexible• Support for current and future Telephony/PBX• Central, Unified Call Treatment across all Agents Sites• Global Reporting across ALL channels (Email, Chat, Voice)• Business Continuity and Virtual Redundancy
© 2014 LiveOps - Confidential
Ingress & Egress Pricing
© 2014 LiveOps - Confidential
Ingress Call Paths and Costs (Calls into the LiveOps Cloud)
LiveOps Cloud
LiveOps One-Time Setup Fees Ingress Fees
Customer-owned TFN number via direct peer (VZB, ATT) $100 Setup Fee (one time) 0.0¢ / minute (LiveOps)
~ 2.0¢ / min TFN charges (from Carrier)
LiveOps-owned TFN number via direct peer (VZB, ATT, CLK, L3/GX, BT)
$100 Setup Fee (one time) $50 per number (one time)
2.5¢ / minute (LiveOps)0.0¢ / min TFN charges (from Carrier)
Numbers from other carriers that are pointed to LiveOps DIDs
$100 Setup Fee (one time)$50 per number (one time)
2.5¢ / minute (LiveOps)~ 1.5¢ / min TFN charges (from Carrier)~ Call Forwarding charges (from Carrier)
USA: TFN* via a LiveOps direct TFN PSTN peer
Customer DID/DDI/TFN* Numbers Customer-owned numbers on
a LiveOps direct PSTN peer are re-assigned to enter on the LiveOps Circuits (aka “Client-side Routing”)
Numbers on other (non-peer) carriers must “point” to a new DID on a LiveOps circuit
Customer-owned numbers on CenturyLink must point to a new DID on a LiveOps circuit
OtherCarriers
Numbers from all other carriers
RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free NumberPrices are estimated, non-binding and subject to change February, 2014
EMEA: DDI/TFN* via a LiveOps direct peer
Customer
© 2014 LiveOps - Confidential
Category Carrier Pricing Details
Great AT&TVZB
0.0¢/min to LiveOps.Standard fee to Carrier.
AT&T and VZB are the only carriers that will bill the customer but deliver calls to a 3rd party (LO)
Great One Source Networks (OSN)
Lowest cost for other carriers.
OSN is our “provider of choice” for Telco
Great XO, Call Tower, Telesphere
Varies. On-net providers use their own SIP trunks (often paired with a Hosted UC solution)
Good LiveOps provided DID/TFN
2.5¢/min to LiveOps. Comparable rates, simple billing (Port number to LiveOps)
Poor Customer TFN forwarded to a LiveOps DID
2.5¢/min to LiveOps.Standard fee to Carrier.
Most expensive.
LiveOps – US Telephony, Summary of Charges
Ingress Charges
Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!
© 2014 LiveOps - Confidential
Egress Call Paths and Costs (Calls exiting the LiveOps Cloud)
LiveOps Cloud
PSTNAny PSTN Carrier
On-Net SIP Peer
Direct Voice Peer (DVP)(IP/SIP Connection)
MPLS Cloud
On-Net PSTN Peer
SIP PBX
Egress Path LiveOps Egress Fees Additional Costs
PSTN (Any Carrier) 1.5¢ / minute --
LiveOps Soft Phone (Twilio/WebRTC) -- 1.0¢ / minute (Twilio)
On-Net ITSP SIP Peer (IntelePeer) 0.2¢ / minute ~ $1,000 / month (IntelePeer)
Direct Voice Peering (DVP via MPLS) ~ $4-$7/ month (per talk path) ~ MPLS Circuit fees
Outbound Calls & Campaigns 1.5¢ / minute --
SIP PBX
PSTN/SIP
IP
IP/SIP
IP/SIP
PBX
PBXAgent* Yellow = IP
Soft Phone WebRTC
Any DID/DDI #
RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free NumberPrices are estimated, non-binding and subject to change February, 2014
© 2014 LiveOps - Confidential
Category Carrier Pricing Details
Great Twilio 0.0¢/min to LiveOps.1.0¢/min to Twilio.
Internet delivered Soft Phone using WebRTC
Great One Source Networks (OSN)
Lowest cost for other carriers.
OSN is our “provider of choice” for Telco
Great XO, Call Tower, Telesphere
Varies. On-net providers use their own SIP trunks
Good LiveOps Direct Outbound Dialing
1.5¢/min to LiveOps. Comparable rates, simple billing.
Good DVP Circuit charges only Best with 75+ agents or 100K+ minutes per month
LiveOps – US Telephony, Summary of Charges
Egress Charges
Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!
© 2014 LiveOps - Confidential
• Quick Deployment Scenarios– Migration strategy can be simple– Internal PBX/CC forwards all calls to external PSTN DID into the LiveOps Cloud– LiveOps-powered agents can sit inside company or external– Note: Extra trunk capacity is required for forwarded and hair-pinned call paths
• Disaster Recovery/Business Continuity Scenarios– Quickly re-route all service numbers to a LiveOps inbound DID/TFN– Quickly spin-up new DR-site agents or home-based agents– Circuit outages: Forward #’s to LiveOps DIDs and empower mobilephone-based
agents
• Overflow Scenarios– Route overflow calls to the LiveOps On-Demand Contact Center Platform– Carrier or internal PBX/CC routes overflow calls to external PSTN # into LiveOps Cloud
• Dial-out & Outbound Campaigns– All outbound PSTN calls = 1.5¢ / minute (N. America Domestic) or INTL Long Distance
(as applicable)
Additional Options
© 2014 LiveOps - Confidential
• Toll Free Numbers (TFNs) can be “Virtual” or “Provisioned on a Circuit”– Virtual
• The TFNs are provisioned by a provider but not associated with a specific end-user’s circuit• These TFNs need to be “pointed” at a DID that will ring into a specific circuit• Incoming toll free calls enter the PBX/System as if the caller had dialed the DID directly• The DID is displayed as the Dialed Number (DNIS) (not the Toll Free Number itself) These types of TFNs can be re-pointed to a DID/TFN assigned to a LiveOps Circuit
– Provisioned on a Circuit• The TFNs are physically provisioned on one specific circuit• The DNIS for inbound calls is the toll free number itself These types of TFN need to be re-assigned by the carrier to enter on the LiveOps Circuits (via a “Shared Use
Agreement”)
• Responsible Organization (RESP ORG)– The entity authorized to make changes for a particular number with the carrier– Re-provisioning a TFN or DID/DDI number from the customer’s circuit to a LiveOps circuits can only be
done by the entity named as the RESP ORG
• Porting– Transporting ownership of a number from one provider to another– E.g. moving a customer TFN or DID number from TW Telecom to Verizon Business
• Pointing– The mapping of a virtual number (like a TFN) to a DID/DDI– This enables calls to “land” on the proper circuit (usually the LiveOps circuit on which the DID/DDI is
provisioned. See “Virtual TFN” above.)
Notes and Reference Information
© 2014 LiveOps - Confidential
Thank You