Open Source and IP Telephony: Myth Busters, Best Practices and Real Life Application in the Contact Center Kelly Duerr, Senior Product Manager Tom Chamberlain, Director Business Process Marketing

2 Agenda Myths about open source Best practices for leveraging open source software Applications in the Contact Center

3 Open Source Concept Open-source software is software that is built and enhanced through public collaboration. It is free and it gives the user access to the source code.

4 Open Source Advantages Economics – lower costs to try and implement “Free market” analogy: –Minimal central planning –“Community” of self-interested developers –Necessity is the mother of invention –Features and fixes follow community (market) needs Quick time to market, short development cycle User Transparency results in quick fixes to problems –“Given enough eyeballs, all bugs are shallow” (E. Raymond) Open Standards If supporting company dies, software lives on

5 Separating the Myths from the Realities of Open Source software Myth or Reality Open Source projects are chaotic environments, loosely managed by hackers The facts are… Open Source is another means of developing software

6 Community OS Project Version Control Testing Tools Bug / Error/ Defect Communication Users Feedback Others Blogs Core Manager(s) Evaluate Developers Contributions

7 Separating the Myths from the Realities of Open Source software Myth or Reality Open source projects are free The facts are.. Open source projects are not free

8 Separating the Myths from the Realities of Open Source software Myth or Reality Open source applications are not secure The facts are… Count the eyes

9 Separating the Myths from the Realities of Open Source software Myth or Reality Finding support is a problem for open source projects The fact is… Support contracts is one of the key means of generating revenue…

10 Separating the Myths from the Realities of Open Source software Myth or Reality The only driver of open source adoption is cost The fact is… Cost is a factor Flexibility Control

11 Myth or Reality Open source projects typically lack documentation Separating the Myths from the Realities of Open Source software The fact is… Formal Documentation can be an issue On the other hand…

Open Source Telephony is Changing the Way Customers Think About Contact Centers

13 Very dynamic processes and practices Very consistent processes and practices Drivers of IP Adoption in the Contact Center

14 Choosing the Appropriate Voice Transport Very dynamic processes and practices Very consistent processes and practices

15 VoIP Investment Indicators Business will invest it’s scarce resources, in areas which generate the greatest return (value) PBX technology has become a commodity (Multiple suppliers of essentially the same product) Flexible, cost effective infrastructure alternatives exist in the form of Open Source IP PBXs Open Source IP PBX is changing the way customers think about investing in the contact center

16 Disruptive Technologies Have Been Beneficial to the Contact Center FIRST ACD Automated customer service and incoming sales FIRST ACD Automated customer service and incoming sales FIRST WFM Agent forecasting and scheduling FIRST WFM Agent forecasting and scheduling FIRST DIALER Automated collections and telemarketing FIRST DIALER Automated collections and telemarketing FIRST CTI IMPLEMENTATION Integrated data and telephony FIRST CTI IMPLEMENTATION Integrated data and telephony FIRST VIRTUAL OUTBOUND Business Continuity FIRST UNIFIED ARCHITECTURE Reduced Complexity FIRST VIRTUAL OUTBOUND Business Continuity FIRST UNIFIED ARCHITECTURE Reduced Complexity PERFORMANCE OPTIMIZATION Integrated WFM and KPIs PERFORMANCE OPTIMIZATION Integrated WFM and KPIs

17 Open Source IP PBXs Have Gathered Momentum Over 2,500 Asterisk downloads per day Estimated over 1 million Asterisk installations Competitive replacements Support by major corporations

18 Common Characteristics in Each of These Disruptive Events Bigger, Better, Faster, Lower Cost

Contact Center Myths and Realities

20 What Do World Class Contact Centers Really Need to Be Successful? Myths? –Customers Want a Totally Open Flexible Solution –Customers Want a Really Powerful Application Programming Interface –Asterisk Can Solve Any IP PBX Business Problem –Asterisk Is Free

21 The Role of Open Source IP PBX in World Class Contact Centers “ Customers Want a Totally Open Flexible Solution” … And no wonder! –Inflexible infrastructure –Slow to react –Costly implementation –Specialized expertise

22 The Role of Open Source IP PBX in World Class Contact Centers Flexibility is not enough –Consumer emphasis on agent empathy and advocacy skills –Leverage automation and standards to deliver a consistent customer experience –Minimal delays and agent empowerment tools improve efficiency Reality: Customers need a standard feature set the optimizes customer contact

23 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers “ Customers Want a Really Powerful Application Programming Interface” … And why shouldn’t they? –Long lead times –Complexity –Business Continuity –Extensibility

24 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers Powerful can be dangerous… –Technology solutions must be predictable –Time to market critical to stay competitive –Change management and repeatability Reality: Customers Need to Bring Products and Services to Market Quickly While Maintaining Solution Stability

25 Myth Busters: The Role of Open Source IP PBXs in World Class Contact Centers “ Asterisk Can Solve Any IP PBX Business Problem” … Can you be more specific? –Many PBX features are seldom used –Proprietary solutions are expensive –Lack flexible alternatives

26 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers Must leverage existing investments where appropriate –Target common components and vendor neutral standards (SIP) –Tie innovation to tangible business goals –Increase investment in features that drive customer satisfaction Reality: Customers Need Solutions that Integrate Well With Legacy Business Environment

27 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers “It is Free!” … Is it really free? –Getting the technology setup –Managing the technology –Repeatability

28 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers Our customer’s business depends on it! –Validated solutions with zero downtime –Training and ongoing support critical –Utilize rapid/agile development to speed time to market Reality: Customers Expect Products that Are Enterprise Ready and Fully Supported

Bottom Line

30 Myth Busters: The Role of Asterisk in World Class Contact Centers Realities… –PBX functionality has become a commodity –Open Source IP PBX is another beneficial disruptive technology –Open Source IP PBX provides businesses control and flexibility at a reduced cost –It’s about having the ability to choose –Open Source IP PBXs can change the way you think

31 Myth Busters: The Role of Open Source IP PBX in World Class Contact Centers “Asterisk helps world-class contact centers utilize open source telephony to balance consumer demands with the realities of the bottom line.” –Differentiate products and services to drive customer loyalty –Deliver basic reliable telephony at a cost-effective price –Address gaps in consumer satisfaction vs. key interaction criterion –Consistently deliver consumers to knowledgeable empowered agents

Myth Busters: The Role of Asterisk in World Class Contact Centers Kelly Duerr, Senior Product Manager Tom Chamberlain, Director Business Process Marketing