How SIP Delivers your Next Generation Customer Service Platform

How SIP Delivers Your Next-Generation Customer Service Platform

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Presenters

Keith PearceVP of Solution Marketing

Genesys @pistolprce

Keith DawsonPrincipal Analyst,

Customer Experience & InteractionOvum

@keithdawson

© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.3

Focus Points

Call routing is changing – rapidly: SIP/IP, multichannel, cross-channel

What mid-sized enterprises need from a next-generation switch is different from the previous versions

Why should you consider SIP? Where are you on the switching maturity ladder?

How should a firm future-proof their call handling, given the dramatic changes that are taking place?


The changing switch landscape

TDM

1990s

IP

2000s

SIP

2010s

Legacy PBX/ACDs

Expensive, proprietary and complex

First-gen switches also largely proprietary

Needed to perform in hybrid environments

Truly open standard

Better multimedia handling

Interaction control through software

© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.5

25%of consumers use

1 or 2 channels

52%of consumers use

3 or 4 channels

22% of consumers use

5 or more channels

3 channels 4 channels 5 or more channels1 channel 2 channels

N=8,000

74% use at least3 channels

Source: Ovum

Customers demand additional channels


Source: Ovum

Spending on call routing is shifting…

2011 2012 2013 2014 2015 2016$0

$500

$1,000

$1,500

$2,000

$2,500

$3,000

$3,500

$4,000

Inbound Software

Inbound Hardware


Rising value of IP technologies

Bu

sin

ess

Val

ue

Customer and agent

Holistic contact center view

Reduced telephony charges

Reduced equipment & infrastructure costs

• Multimedia• Presence• Enterprise wide

interaction routing

Time

Network ApplicationsEndpoints

Enterprise Contact Center

IP-Centric Enterprise


Enterprise journey to modern call routing

Source: Ovum

Impact

Time

• Standard PBX as combination enterprise telecom and contact center tool

• Contact center is reactive to customer inquiries

Triage/Startup Phase

• Standalone TDM ACD

• Center begins to institute processes for effective routing and operational efficiency

• Tools are usually proprietary and hard to integrate

Traditional Phase

• First dip into IP/TDM hybrids

• Businesses look to IP to start looking at non-voice channels (chat & email)

• Awareness of the post-CTI need for better integrations between switch and apps

• Start of transition to open standards

Hybridization Phase

• Emergence of SIP call routing tools

• Better integration with enterprise software apps

• Better scalability and reliability

• Enterprise begins to use call/contact handling as a competitive differentiator

Differentiation Phase


Why SIP? Why Now?

Cost savings in network operations, reduced trunks

Ability to integrate corporate and contact center applications

Native support for diverse interactions, including collaborative multichannel apps, customer mobility, virtual operations, outage routing

SIP call handling extends past voice: chat, video, enterprise communications

Reduced disruption from cross-platform integrations

Insurance against vendor consolidations and legacy roadmap confusion


SIP solution to legacy ACD/PBX issues

Capacity

• Quicker time to deployment (for install and upgrades

• Grow CC without continuing investment in legacy switch

• Reallocate agent capacity to other enterprise uses

• Add new media types/channels

• Extend customer service into branch & back office

Stability

• Migrate agents off legacy platform• CC agents put

great demands on PBX

• Always-on during business hours

• Enterprise users see greater platform stability when CC agents are moved to SIP

• Less demanding usage and feature requirements outside the CC

Future Roadmap

• Address current concerns with a future-proof solution• Highly scalable• Multimedia-ready

• Voice• Video• IM/Chat

• Support for Enterprise-wide Customer Service• Cost-efficient for

mobile workers and customers

• Branch and back office extensions


Weighing the options

What are your realistic growth / change expectations?Over how long a period of time?

Will you be expanding your contact handling capacity within the buying period?

Sharp swings in volume Long-term (permanent) expansion or

short-term needs

What are the current and future expectations for contact channel management?

Social media integration Digital/web channels Cross-channel interactions Advanced self-service Customer or agent mobility

What plans are already underway (or planned) for customer-related enterprise software that needs integration?

What silos exist that can/should be integrated?


Take-aways

Customers are demanding multichannel contacts – straining at the capabilities of legacy switches

TDM and hybrid IP/TDM do not provide sufficiently robust features or future-proofing

Enterprises need open systems like SIP to provide flexibility in the choice of applications and components

Legacy switching is reaching end-of-life as the market reaches a once-a-generation transformation

If service delivery and customer experience are critical differentiators for an enterprise, openness and flexibility are essential

The Next-Gen Customer Service Platform from GenesysKeith PearceVice President, Solution Marketing, Genesys @pistolprce


One to One Delivers Engaged Customers


Genesys Platform Enables One to One


Three Primary Arguments For SIP

1Focus onSERVICE VIRTUALISATIONDevelop a customer management system that ignores geographical and organisational boundaries.

2Focus onANY CHANNEL ANYTIMEEnsure your technology can seamlessly support any access channel at any time with context.

3Focus onA LOWER TCOImplement a standards based, software-only approach that provides flexibility for the future


An Evolutionary Approach

Conversation

Consolidation / Standardization

Centralization

Cloud & SaaS

Disparateplatforms &applications


PBX

SIP Infrastructure Transformation

CTI RoutingSIP

Transformation

PBX

ACD

Contact Center


Enterprise-wide Unified Agent Pool

SIPCommunications

Server

OutsourcersRemote Agents

Knowledge Workers

Across Enterprise via UC

Branch, Retail, Field Workers

Contact Center


Voice Self-ServiceGVP

CustomerSurvey

Interaction Workspace (GAD)

Softphone

QA/Learning MgtSpeech Analytics

SpeechMiner

Genesys WorkforceManagement

Genesys ReportingApps

TimeManagement

From Proprietary to an Open, Modular Approach

Attached Data


Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

[email protected]

Keith PearceKeith Dawson

http://www.genesyslab.com/

mailto:[email protected]




Upcoming Webinars

Should You "Switch-off" Your ACD? Hear Why CareFirst BCBS is Switching to a SIP-based Contact CenterWednesday May 29, 2013 2 PM Eastern / 11 AM Pacific1 PM Mexico City / 3 PM Sao Paulo3 PM British Summer Time

Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #3:Take Your Contact Center Routing Out of the QueueWednesday June 06, 20132 PM Eastern / 11 AM Pacific

http://www.genesyslab.com/news-and-events/webinar-page/care-first-bcbs.aspx

http://www.genesyslab.com/news-and-events/webinar-page/care-first-bcbs.aspx

http://w.on24.com/r.htm?e=620149&s=1&k=39113A8B085F4FFC110BC9734BEB5BCB&partnerref=web

http://w.on24.com/r.htm?e=620149&s=1&k=39113A8B085F4FFC110BC9734BEB5BCB&partnerref=web

Thank You for participating!For more information, please visit

www.genesys.com

Email us: [email protected]

http://www.genesyslab.com/



Technology

How SIP Delivers your Next Generation Customer Service Platform