Migrating from an ACD PBX Environment to a SIP Based Contact Center Solution with Ticketmaster

Save up to 50% by Migrating from an ACD/PBX Environment to a SIP-based Contact Center

Hear the TICKETMASTER Success Story!

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Speakers

Elizabeth Gotto SVP Global Contact Center TechnologyTicketmaster

Jim Kraeutler Strategic Business Director - IP VirtualizationGenesys

GUEST SPEAKER

PRESENTER


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Agenda

• Adoption rate of IP and SIP in the Contact Center

• Primary Drivers for Migration to SIP

• Reducing Cost and Complexity While Laying a Foundation for the Future

• Ticketmaster: A Case Study in Infrastructure Modernization, Customer Service Customization and Cost Reduction

• Q&A


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Contact Center Transformation

IP already exceeds TDM in the contact center

2006 2007 2008 2009 2010 2011 2012 2013 2014 20150

500000

1000000

1500000

2000000

2500000

3000000

IP Agent Shipments TDM Agent Shipments

From Frost-Sullivan From Gartner


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Legacy Contact Center!!

SiloedInfrastructure

LimitedInnovation Inflexible Expensive!


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..lets start with a well known technology

So what is SIP?


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What is the Internet?

A set of connected devices all using the same core standards – most notable HTTP and HTML

Web 1.0... versus Web 2.0...And we are now on HTML 5


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What is the Internet?


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What is SIP?

Voice Over IP... ....And this is the web


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Drivers of Change


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What Does SIP Mean To You?

SIP

Voice IM Video

Genesys SIP


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• Video• Mobile App Services• Browser-Based Communications

• Any-Agent-Anywhere• Outsourcers• Branch and Mobile• Specialized routing for high-value customers

• Infrastructure• Operations and Maintenance

• Administration

Genesys SIP Business Drivers

Simplify Virtualize Innovate

Genesys SIP

Genesys SIP


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Lower Your TCO Save $$ On CC-PBX Displacement

PBX-HWCost

PBX-SWCost

DeploymentCost

MaintenanceCost

OperationalCost

Tech ResourceCost

Recurring Cost

$0

PBX-TCO PBX-less


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Pure IP Big Saving

From ReRez Research, 2012

43%60%


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Genesys SIP Enables Seamless Migration

POP

Customers

TDM

PBX

Hybrid/IP

PBX

SIP

PSTN

Genesys SIP


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SIP Server 8.1

INTEROPERABILITY:Endpoints, SIP Trunks, SBC, Gateways,

Hardware Platforms, IP PBXs, etc…

All Software

SCALABILITY

The Ticketmaster Success Story


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About Ticketmaster

World’s leading ticketing company, operating in 20 global market places.

Ticketmaster provides ticket sales, ticket resale services, auctions, marketing and distribution through:

Ticketmaster.com (#3 largest e-Commerce sites in the world)20 Worldwide Contact Centers1,845 Retail Outlets


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Complexity of Ticketmaster’s Offering

Sell 163k Events Per Year in the US with heavy bursting of call volume during onsales

Over 7k different venues defined

Over 80k unique Acts or Teams defined

Events can have up to 32 individual price levels & sections and up to 5 basic types of tickets

Events can have a few hundred different promotions – passwords, etc

Last minute additions and changes


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Business Challenges

Significant company investment required to overhaul technology in contact centers

Voice, network and server farms reaching end of life or due for replacement

Physical tie lines between locations

Disparate infrastructure

Inefficient call distribution

Increased administration effort due to multiple switches

Outages require agent down time

At capacity (trunks, announcements, music on hold sources, routing strategies, etc)

Each country had disparate implementation


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WinsetMDF closetComm RoomsHard lined ACD’sPowerMaintenance contractsData infrastructureVoice InfrastructureServers


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Objectives of Solution

Provide a global company based solution for all inbound phone lines

Leverage redundant HA data centers providing disaster recovery

Virtualized Hardware environment

Consolidate voice and data infrastructure

Standardize where possible

Supports move to IP tollfree


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Objectives of Solution

Scalable ACD global solution with components supported out of the US

Centralized cradle-to-grave reporting

Easily integrate into existing GVP/Nuance application

Not be tied to proprietary hardware


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Our Platform

Total SIP implementation

IVR – Genesys GVP Powered by Nuance

Over 50% of all calls are contained via automation

Approx. 20% of all orders via the phones are through automation

Customers can purchase tickets, confirm order status, or transfer to a representative

IP based platform utilized for call recording and customer satisfaction survey

Proprietary desktop applications with CTI


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Results/Business Benefits

Agent efficiencies gained

Multi skilling (auto skilling vs. manual)

Efficient call routing

Reporting Benefits are Priceless

Cradle-to-grave call transaction reporting (all customer touch points integrated)

Improved visibility to real time data

Global reporting standardized


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Customize the Fan Experience


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Dynamic Customer Front Door

Payback in years: 1.5

Consolidated voice and data network

60% Decrease in annual maintenance costs by moving to software model


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Future Plans


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Future Plans

International Expansion Multimedia Integration

Network TServer

In Conclusion…


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SIP Server

• Developed to meet the needs of enterprise customers and provide a path away from proprietary VoIP — vendor independence without rip-and-replace

• 9+ years in the market• Supports the widest ineroperability with leading SBCs, Media Gateways,

SIP endpoits/phones, and SIP Trunks in the industry.

Total Shipments350,000+

Total Customers500+

SIPVoicemail

99.999%Availability

ActiveRecording


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Genesys One - The Power of SIP in “One” Solution

• World class software based Contact Center solution

• The freedom of an IP-Telephony foundation

• Packaged with best practices• 30 day deployment with pre-built

templates and reports• Enables organizations of all sizes to

leverage the power of Genesys to provide high-quality customer service at a low TCO

Questions…

For more information, please visitwww.genesys.com/genesysone

Email us: [email protected]

http://www.genesyslab.com/genesysone


mailto:[email protected]


Thank You for participating!

For more information, please visitwww.genesys.com/genesysone

Email us: [email protected]



