Planning Ahead for Optimal
Contact Center Deployment
Phil Odence, VP Contact Center Business,
Empirix
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Agenda
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The IP Call Center Wave
Challenges with IP in the Call Center
Managing the Challenges
Real World Examples
Conclusion
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The IP CC Technology Wave is Cresting
Forrester 2008 IP CC
Trends
•19% Have Deployed
•14% Are Rolling Out
•28% Are Evaluating
•30% No Plans
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Concerns About IP Throttle Adoption
Forrester 2008 IP CC
Trends
Concerns
• Voice Quality
• Complexity of
Managing
Applications
• Assuring Consistent
Experience Across
Channels
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The Good News / Bad News Story
Benefit
Challenge
General: Efficiency and improved customer
experience
High bar set by TDM for voice quality and
reliability
Virtualization enables efficient utilization of
remote agents
Routing accuracy and performance. VQ over
a WAN or Internet
Centralized data centers ease management
Dramatically larger capacity and higher
performance.
Ease of application creation
Managing more complex applications
Best of breed solutions for competitive
advantage
Complexity and finger pointing in multivendor environments
Integration with CRM
Ensuring agent desktop performance
Distributed architecture for load balancing,
capacity management and disaster recovery
Extremely difficult to pinpoint problems
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Mitigating Technology Challenges…
Requires a lifecycle management approach
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End to End Approach to Testing and Monitoring
Emulate
Customer Experience
IP Contact
Center
Environment
Correlate with
Diagnostic Data
Emulate
Agent Experience
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Different Challenges Require Different
Approaches and Depths of Transactions
Carrier
PBX
IVR
Connection
Test
Simple Platform
Test and IVR VQ
Voice Self Service
Application Test
End to End CTI Test
End to End CRM Test
CTI
CRM
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Challenge: Ensuring Quality of IP Speech Apps
Voice
Portal
PBX/Gateway
Application
and Media
Servers
PSTN
PESQ/MOS
Analysis
Heard
Prompt
Played
Prompts
Customer: Large UK Retailer
Reference
Prompt
Voice Quality
Report
Key Benefit: Speech apps sound good
even at heavy load, because you have
tuned the infrastructure before deployment
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Challenge: Diagnosis in Distributed Voice App
Voice
Portals
Application
Servers
Database
Servers
PSTN
Front End
Transactions
Back End
Transactions
Multi-Layer View
(Front, Back End Transactions
and Infrastructure)
Customer: Major Airline
Key Benefit: Callers are less impacted,
because you can not only identify, but
diagnose and address problems quickly
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Challenge: Ensuring Function of Speech Apps
Voice
Portal
PBX/Gateway
Application
and Media
Servers
PSTN
Multiple
complex
applications,
paths and
languages
Regression
testing at each
development
iteration
Automated
Script
Generation
for 1000s of
test cases
Customer: International
Wireless Carrier
Key Benefit: Callers enjoy new apps more
quicker and with fewer functional flaws
because of exhaustive, repeatable testing.
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Challenge: Maintaining VQ over WAN
Multiple
International
Remote Sites
Centralized Data
Center in US
Ongoing
Connectivity
and Voice
Quality
Reports and
Alerts
WAN
…
Periodic IP Calls
to Remote Sites
Customer: Healthcare services
provider with 20,000 agents worldwide
Key Benefit: US callers experience fewer
poor quality calls because you are able to
route around WAN problems proactively
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Challenge: Ensuring End-to-End Performance
with Integrated CTI / CRM Applications
IVR
DB
PBX/ACD
CTI
PSTN
Correlated Caller
and Agent
Experience
Routing
LAN
CRM Web Server
integrated with
CTI
Agents
Emulated
Agent
Desktop
Customer: Auto Finance Company
Data Integrity
Performance
Key Benefit: Callers and agents are happier
because even at peak calls go to the right
agent with the right data in a timely manner.
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Empirix – Products and Services for
Testing and Monitoring
Assuring Performance
of Carrier-Class
Networks and Enterprise
Contact Centers
• Corporate Headquarters in Bedford,
MA USA; International headquarters in
the UK and Japan
• 330+ employees worldwide
• Empirix founded in 2001, started as
Hammer Technologies, founded in
1992
• Privately held; venture funded
primarily by Matrix Partners and
Lehman Brothers Venture Capital
• Most Fortune 100 companies, all of
the world’s top ten Network
Equipment Manufacturers (NEM), and
nine of the top ten Service Providers
benefit from Empirix solutions
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Summary
• Contact Centers continue moving to IP and new
technologies to support business drivers of agent
virtualization, multi-modal interactions, and UC applications.
• The benefits of this transformation come with challenges
and risks around making it all work together and as
seamlessly as possible.
• These challenges heighten the need for testing and
monitoring CC applications, systems, and the network.
• Including an end-to-end testing and monitoring strategy in
your new technology roll-out will help reduce the risks and
ensure a good experience for customers and agents
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