Cisco - Beyond the Basics of the Virtual Call Center 1210

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© 1999, Cisco Systems, Inc.

Beyond the Basics of the Virtual Call Center Session 1210

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Overview

• Introduce GeoTel • Product/Technology Overview • Q&A

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Who Is GeoTel?

• Mission • Market • Customers • What do we do? • Where are we going? 1210 1014_05F9_c1

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GeoTel Mission

To Be the Leading Provider of Customer-Interaction Software Solutions for Mission-Critical Call-Center Applications

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GeoTel Market

• Call centers • Single and multiple sites • Contact centers

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GeoTel Customers Advantis

Deluxe Check

Optus Communications

Aetna

Fidelity Investments Institutional

Oriental Trading

Airtel

Fidelity Investments Retail

Pacific Gas & Electric

America Online

First USA

PrimeCo

American Airlines

First Union

Private Healthcare Systems

American Express Credit Cards

Gateway 2000

Progressive Insurance

GM Acceptance Corp.

Prudential Insurance

GTE

Spiegel

Hewlett-Packard

Sprint

Household Credit Services

Sprint CSB

IBM

Sprint PCS

Internal Revenue Service

Sprint Telemedia

J.C. Penney Credit Services

State Farm Insurance

J.C. Penney Life Insurance

Toshiba

Lands’ End

United Parcel Service

Matrixx Marketing

US Airways

American Express Travel British Telecom Call Interactive Capital One Carlson Wagonlit Citicorp Compaq Computer Continental Airlines Damark International Delta Air Lines 1210 1014_05F9_c1

MCI

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What GeoTel Does (Business)

• Solves the three basic problems of customer service • Saves call centers $$

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Improved Customer Service

• Customers no longer have extended waits to speak to a human • Customers no longer rerouted about the business • Customers no longer required to restate identifying information 1210 1014_05F9_c1

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Reduced Operating Costs

• Cost of 800 service reduced • More efficient use of resources (human and capital) • Win!—Win!

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What GeoTel Does (Technical)

• Creates a virtual call center Normalizes heterogeneous environment Distributed fault tolerance Network-to-desktop CTI (Computer-Telephony Integration) Centralized command and control 1210 1014_05F9_c1

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Call Center Applications Are Islands of Technology ACDs IVRs

Application Databases

@

Networks Desktop/Agent Applications

Percent Allocation

www. Management Information

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E-mail

Internet

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GeoTel’s Integrated Solution Enterprise-Wide Customer-Interaction Platform Network Internet IVR ACD Dialer Appl. CTI Interfaces Gateway Interfaces Interfaces Interfaces Gateway Gateway

Customer Answering Resources • • • • •

Networks Internet IVRs ACDs Desktop Applications • Databases Customer

Agent

Managing the Interaction Between Customer and Answering Resources 1210 1014_05F9_c1

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GeoTel Typical Customer Profiles A

B

C

D

E

Industry Industry Carriers Carriers

Travel Travel AT&T AT&T

Investment Investment Services Services AT&T AT&T

Investment Investment Services Services AT&T, AT&T, MCI MCI

Insurance Insurance MCI MCI

Retail Retail Sprint Sprint

ACDs ACDs IVRs IVRs

Lucent, Lucent, Nortel Nortel Periphonics Periphonics

Aspect Aspect Direct Direct Talk Talk

Lucent, Lucent, Nortel Nortel Network, Network, Intervoice Intervoice

Lucent Lucent Conversant Conversant

Lucent Lucent Conversant Conversant

CTI CTI Sites Sites

Yes Yes 26 26

Yes Yes 44

Yes Yes 77

Yes Yes 55

No No 33

Agents Agents Calls Calls

4,000 4,000 60,000/day 60,000/day

1,200 1,200 80,000/day 80,000/day

2,400 2,400 100,000/day 100,000/day

2,200 2,200 100,000/day 100,000/day

700 700 26,000/day 26,000/day

Representative Results Improvements in Customer Service • ASA decreased from 28 sec. to 8 sec. • Handle time decreased from 190 sec. to 160 sec. • Calls handled by IVR increased by 10% • Abandoned calls reduced by 30% • Service levels increased by 4% 1210 1014_05F9_c1

Call Center Cost Savings • • • • •

15% increase in agent Productivity 50% reduction in T-1 utilization 11% savings in manpower resources Carrier costs reduced by 20% ROI in three to nine months

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Where Are We going? • Movement is to a customer contact center • Multiple channels (Voice, fax, Web, e-mail, chat, and video) • Remote and non-ACD agents • IP voice 1210 1014_05F9_c1

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Product Overview

• ACD-bound agents • Enterprise structure • Normalization • Distributed fault tolerance • Non ACD-bound agents 1210 1014_05F9_c1

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Enterprise-Wide Intelligent Call Treatment Primary Primary Central Central Controller Controller

Redundant Redundant Central Central Controller Controller

Application Server

Customer Database

Wide Area Data Network Davox Melita EIS

Call Blending

Desktop CTI link

IVR Driver

TAPI

SCP

IVR Desktop Integrated Applications Active X

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Conversant IBM DirecTalk InterVoice Periphonics Voicetek

CTI Links

SS7

WFM

AT&T BT Concert MCI Optus Sprint

Internet

Cisco

Public Switched Network

Bard Cybernetics Pipkins TCS Custom Aspect Rockwell Nortel Lucent Siemens Open CSTA

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Single Site ICR/CTI View PSTN

Internet NIC

PG

ICR

IVR PG

Agent

Agent

Server

PBX 1210 1014_05F9_c1

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Network-to-Desktop CTI Challenges

• Real-time view of entire enterprise • Must be very fast! • Distributed fault tolerance • Distributed processing • Normalize heterogeneous environment 1210 1014_05F9_c1

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GeoTel—Enterprise Agent

Public Network

ACD

IVR Q-Point

Call Center

PBX

Home Agents IVR

Branch Office

ICR

Q-Point 1210 1014_05F9_c1

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GeoTel—Enterprise Agent • Key attributes of an ACD Network interface Call treatment processing and agent selection and queuing Reporting CTI links Port switching matrix 1210 1014_05F9_c1

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Virtual Call Center Opportunity Old World Data Network

Data

New World Email

Tele-commuter

Data Video

PBX Voice Mail

All Media Same wire Headquarters

Voice Difficult to bridge separate networks, multiple locations

Branch Office

Converged Network

Unified Data

Video Conf.

Voice

Single network and integrated data and voice applications, independent of location

• Key driver for integration of data, voice, and video • Development of new applications based on IP Voice 1210 1014_05F9_c1

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GeoTel Customer Benefits • Mission-critical platform for integrating multi-vendor, multi-carrier applications • Intelligent call distribution • Enterprise CTI • Customer-profile routing • Skill-based/resource-based routing • Consolidated, enterprise-wide reporting • Increased customer responsiveness • High value, quick return on investment 1210 1014_05F9_c1

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Please Complete Your Evaluation Form Session 1210

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