Contact CentersSIP, from Hype to Reality

What you hope from SIP

Open

Simple

Highly interoperable

Multimedia by design

Very extensible

Easy application writing

New communication services

And more!!!

The Quest has begun

What the analysts say about SIP

« Standards and applications are still evolving, but it is clear that SIP will be the default open protocol for communication. » Gartner, Hype Cycle for CCI 2007

??But still your day-to-day challenges are here

Only the Dynamic Enterprise meets these challenges!

Invest

Customer experience

Stay in control

Customer retentionBusiness condition changes

Outperform competition

Optimize costs

Stay flexible

Return on investment

Cross-sell

Measure performanceRetain customers

Make profit

Plan

Increase business

Resiliency

Service Level Agreement

Find new customers

Up-sell

The Dynamic Enterprise

…interconnects

• …for continuous and transformative growth

The Contact Center of the Dynamic Enterprise

Protects your assets

Extends your reach

Speaks your customer’s language

•HQ

Protect your assetsThe Contact Center infrastructure connectivity

What you pay today for 300 agents:

13 T1 x 700 $ / month+ 0,01 $ / mn x 3 mn / call x 1 M calls / month

= 400 k$ / year

• WAN

TDM

•Carrier

Internet

Provider

•Branch 1

•Branch 2

•ContactCenter

10 T1

1 T1

2 T1

•HQ

Protect your assetsThe Contact Center infrastructure connectivity

• WAN• SIP

• Carrier

Internet

Provider

•Branch 1

•Branch 2

•ContactCenter

11 T1 equivalent

Get cheaper rates from carriers

Converge your voice & data networks

What you pay with SIP trunksfor 300 agents:

11 T1 x 300 $ / month+ 0,01 $ / mn x 3 mn / call x 1 M calls / month

= 333 k$ / year – you save 70 k$!!!

Protect your assetsThe Contact Center foundations: devices for agents

Cost effective devices

Still future proof

SIP endpoint support

300 agents

x 300 $ / phoneset

90 000 $

NO FUTURE300 agents

x 100 $ / phoneset

30 000 $

TOO MUCH$$$

The Contact Center of the Dynamic Enterprise

Protects your assets

Extends your reach

Speaks your customer’s language

Extend your reachBringing agility to the Contact Center

SIP endpoint support

Deploying home-working agents?

•HQ

• WANInternet

Provider

•ContactCenter

•HomeSIP

end point

•SessionBorder

Controller

•Office

Deploying a new small office?

SIP

•Firewall

The Contact Center of the Dynamic Enterprise

Protects your assets

Extends your reach

Speaks your customer’s language

•mycompany

Speak your customer’s languageFeed your customer’s emotions

• SIP

• Carrier

Cell Phone

Carrier

SIPend point

Set your customer

high on emotion to sell better

Customer

Agent

•ContactCenter

•mycompany

Speak your customer’s languageTransform wait time into entertainment & opportunity

• SIP

• Carrier

Cell Phone

Carrier

Customer

•ContactCenter

Wait time is no more a dissatisfaction factor

Can even turn into a business opportunity

Extend your reachBuild the ubiquitous company

Hospital

• WANInternet

Provider

•ContactCenter

•HomeSIP

end point

You are sick today…

You need a physician…

First-level diagnostic

Free up resources

Focus on what matters

Video CC

Speak your customer’s languageLooking into the future

Agent

S I PCustomer

IM networks

connected CC

Remember!

Protect your assets

Extend your reach

Speak your customer’s language

+

+

=Contact Centers for the Dynamic Enterprise

•

Enabling the Dynamic Enterprise

Alcatel-Lucent : partner to the Dynamic Enterprises

www.alcatel-lucent.com