Tools of the Trade: Building the Business Case and Legacy System Integration Presented by: Jerry Keely Customer Service Administrator

WHO WILL BENEFIT  Anyone tasked with, or interested in adding state of the art contact center functionality in a business that has a legacy PBX system in place.  Anyone that wants to learn how a hosted or server based ACD system can integrate with what you have.  Anyone who is tasked with looking at the telecommunications infrastructure and must determine what direction to take; upgrade, forklift, or a phased migration.

What we will cover  Classify Contact Center Features  Diagram some solutions that can be integrated with a legacy telecommunications system  Identify the benefits and challenges associated with each type of integration

Classify Contact Center Features Required features for basic contact center Required features for basic contact center Auto Attendant Auto Attendant Skill Based routing Skill Based routing Agent status settings Agent status settings Advanced features that may be needed in your business Advanced features that may be needed in your business Granular reporting Granular reporting Call topic classification (wrap-up coding) Call topic classification (wrap-up coding) Supervisor override Supervisor override Coaching Coaching Call monitoring Call monitoring Screen recording Screen recording Consult capabilities Consult capabilities Assistance request Assistance request Directory listing with quick connect Directory listing with quick connect Text to Speech Text to Speech

Classify Contact Center Features Features that can advance your productivity and quality Call monitoring Call monitoring Call recording Call recording Screen recording Screen recording Consult capabilities Consult capabilities Coaching Coaching Text to Speech Text to Speech Speech recognition Speech recognition Directory listing with quick connect Directory listing with quick connect Off-system phone directory Off-system phone directory Multi-Media routing ( , Chat, Fax, web call back) Multi-Media routing ( , Chat, Fax, web call back) Whisper Announce Whisper Announce

Classify Contact Center Features Features that improve your customer’s experience Caller position or expected wait time Caller position or expected wait time Caller opt-out for voic Caller opt-out for voic Off-system phone directory Off-system phone directory Speech recognition Speech recognition Multi-Media routing ( , Chat, Fax, web call back) Multi-Media routing ( , Chat, Fax, web call back) Whisper Announce Whisper Announce Directory listing with quick connect Directory listing with quick connect Text to Speech Text to Speech Features that can be used to advance your business in OTHER departments Desktop faxing Desktop faxing Voic as (wav) Voic as (wav)

LEGACY ACD SOLUTION Benefits Same manufacturerSame manufacturer The technologies offered have been tested with the legacy system you have in place The technologies offered have been tested with the legacy system you have in place Tried and trueTried and true Some of the ACD functionality has been in use in call centers for years. Some of the ACD functionality has been in use in call centers for years.

LEGACY ACD SOLUTION Challenges Very expensiveVery expensive Since the legacy systems are proprietary, you can only use their solution and they can charge a premium Since the legacy systems are proprietary, you can only use their solution and they can charge a premium End of lifeEnd of life These technologies are no longer being produced or enhanced. These technologies are no longer being produced or enhanced. Lacking FeaturesLacking Features Many of the development of Contact center, multimedia and collaboration efforts are aimed at the VoIP and SIP environments in server-based ACD Many of the development of Contact center, multimedia and collaboration efforts are aimed at the VoIP and SIP environments in server-based ACD No disaster recoveryNo disaster recovery Due to the reliance on hardware, redundancy is not available. Due to the reliance on hardware, redundancy is not available.

HOSTED ACD SOLUTION Benefits Rapid ImplementationRapid Implementation Hosted Call Centers allow you to begin working quickly Hosted Call Centers allow you to begin working quickly Minimize Capital InvestmentsMinimize Capital Investments The vendor “owns” the equipment, software, and licensing, you “rent” it The vendor “owns” the equipment, software, and licensing, you “rent” it Hosted Call Center solutions are usually paid for on a per- agent and per call/per minute basis. Hosted Call Center solutions are usually paid for on a per- agent and per call/per minute basis. Minimize Operating ExpensesMinimize Operating Expenses Very little hardware, infrastructure or support costs, giving you the ability to focus on your business rather then technology. Very little hardware, infrastructure or support costs, giving you the ability to focus on your business rather then technology.

HOSTED ACD SOLUTION Benefits Little Technical Expertise RequiredLittle Technical Expertise Required You do not need to have a technical staff on site as your vendor will provide the support you need to be operational. You do not need to have a technical staff on site as your vendor will provide the support you need to be operational. Development of call flows and features are provided by the vendor Development of call flows and features are provided by the vendor Guidance and direction is provided to ensure you are using the technologies that make sense to support your business Guidance and direction is provided to ensure you are using the technologies that make sense to support your business As you grow and advance, technologies are already available in the hosted environment. As you grow and advance, technologies are already available in the hosted environment. Not location centricNot location centric A contact center agent can take calls ANYWHERE with just a high speed internet connection and a telephony device. A contact center agent can take calls ANYWHERE with just a high speed internet connection and a telephony device.

HOSTED ACD SOLUTION Challenges As you grow, your costs growAs you grow, your costs grow There will be a point which it may be more cost effective to move to a premise based solution. There will be a point which it may be more cost effective to move to a premise based solution. Modifications will cost and may take more timeModifications will cost and may take more time The vendor is servicing several other customers. You will have to be scheduled into their project priorities The vendor is servicing several other customers. You will have to be scheduled into their project priorities Exposure to outages is expandedExposure to outages is expanded Usually the hosted vendor is in another state there by increasing possibility of outages Usually the hosted vendor is in another state there by increasing possibility of outages Trunk use is higherTrunk use is higher Since all calls are “external” transfers use added trunks Since all calls are “external” transfers use added trunks

FULL PREMISE BASED SOLUTION Benefits Use SIP and VoIPUse SIP and VoIP Complete Server based implementations usually use VoIP and SIP to control all devices. Complete Server based implementations usually use VoIP and SIP to control all devices. Legacy system not usedLegacy system not used Although you may use the legacy PBX for rest of the company, the contact center will be supported by the server- based ACD. Although you may use the legacy PBX for rest of the company, the contact center will be supported by the server- based ACD. Full use of all featuresFull use of all features Most sever-based ACD systems can only leverage all features and functions in a full implementation. Most sever-based ACD systems can only leverage all features and functions in a full implementation.

FULL PREMISE BASED SOLUTION Challenges Technical staffTechnical staff The telecommunications staff must be trained and proficient in legacy and new technologies. The telecommunications staff must be trained and proficient in legacy and new technologies. InfrastructureInfrastructure There would probably be additional wiring and expansion of the IP network hardware as well as security. There would probably be additional wiring and expansion of the IP network hardware as well as security. No redundancyNo redundancy If the server or any portion of that system is down, you are down. If the server or any portion of that system is down, you are down.

The Business Case Leverage your current investment Leverage your current investment Don’t invest in “end of life” solutions Don’t invest in “end of life” solutions Stage yourself for growth Stage yourself for growth Minimize your capital expenditures Minimize your capital expenditures Utilize state of the art technology Utilize state of the art technology Develop a phased approach to a server-based ACD Develop a phased approach to a server-based ACD Minimize risk to business Minimize risk to business Be sure to add the needed trunks to support your solution Be sure to add the needed trunks to support your solution Build disaster recovery and business continuity into your case Build disaster recovery and business continuity into your case

SUMMARY Take the time to identify what features and functions you need today and what you need tomorrow. Don’t spend money and time on things that you will not use. Take the time to identify what features and functions you need today and what you need tomorrow. Don’t spend money and time on things that you will not use. There are pros and cons to each solution. There are pros and cons to each solution. There are additional intermediate and alternate implementations that will be covered at the Signature event in San Diego. There are additional intermediate and alternate implementations that will be covered at the Signature event in San Diego. By identifying the best fit for your unique business need, you will increase your chances of success. By identifying the best fit for your unique business need, you will increase your chances of success.

CONTACT INFORMATION Jerry Keely Customer Service Administrator Pinal County Government