Adoption of IP in the Next Generation Contact Center Rupesh ChokshiGautham NatarajanDirector, AT&T

2 Topics Covered Industry Buzz Business Challenges IP Enables Convergence SIP Trunking Network Strategy SIP enables Next Gen Contact Centers Current and Emerging Trends Next Steps

3 The Industry is Buzzing SIP Trunking IP Telephony Intelligent Communications Convergence Collaboration Unified Communications Knowledge Worker Remote Agents

4 Transition Evolve Migrate Business Challenges  Improve Cost  Scale for Growth  Preparing for Disaster Recovery  Sustaining Flexibility  Implementing Advanced Capabilities  Maintaining Old Technology What Are Your Business Challenges?

5 Contact Center Benefits Agility Increasing time-to- market and workflow responsiveness Control Strengthening visibility and real-time adaptability across the enterprise Security Protecting against the unexpected Performance Enhancing operational efficiencies and productivity “How can I improve productivity?” “How can I better integrate business applications?” “How can I manage my costs more effectively?” “How can I ensure the security of my business?” Contact Center Drivers Landscape 4 Points of Convergence Applications Application Infrastructure Networking Fabric Access Take Advantage of Services Over IP Optimize Your Application Infrastructure Enable Your Network with MPLS Integrate Mobile and Fixed Access Options Convergence Drivers and Benefits

6 IP Enables the Convergence …….. VoIP / IP Telephony Conference – Web, audio Presence eCommerce Messaging – , IM, Text CRM / ERP Custom Communications Applications Business Applications Devices SIP / Web Services / IMS IP MPLS ….. Of Communications and Applications

7 Hint: Not a SIP Trunk Is This SIP Trunking?

8 SIP Trunking – A Better Definition… SIP (Session Initiation Protocol) is an application- layer protocol for creating, modifying and terminating sessions with one or more participants. Examples of sessions include: Multimedia conferences, Voice calls and Multimedia distribution Trunking is a communications concept around enabling many clients to share network access through a set of lines, frequencies or bandwidth.

9 High Level “SIP Trunking” Architecture Internet IP PBX Service Provider IP Network PSTN Your Facility Data Access IP-Phones SIP TRUNK

10 What’s So Cool About SIP Trunking? 1)Convergence of Networks (Voice, Data and more) 2)Dynamic Bandwidth Allocation 3)Total Cost of Ownership: Capital, Infrastructure & Transport Cost Savings 4)Common Protocol with Open Standards 5)Advanced Capabilities available Today ….. the list goes on

11 Key Areas to Think About …. How do I deal with Hybrid Environment TDM & IP ? What does Convergence mean for me ? Are my investments into “Future Ready Technologies” ? Can I do More with Less ? How do I support Remote worker and Knowledge worker capabilities ? What should I do to go Global ?

12 Services over IP - The Basic Idea IP/MPLS Converged Network IMS Infrastructure Mobile networks PSTN SIP endpoints PSTN Session Border Controller SIP Session Border Controller Mobility Session Border Controller SIP-based IMS Core on converged IP/MPLS network Each access type communicates via a designated Session Border Controller (S/BC) S/BCs translate access protocols into SIP, and provide firewall, NAT Service layer is agnostic to Transport / Access Application Servers (AS) plugged into IMS Core provide services over IP All Applications available to all access types Presence Application Server Conferencing Application Server Voice Application Server Messaging Application Server Video Application Server Collaboration Application Server

13 Network Strategy: Transform Each Layer Multi-Service Access Network Home or Remote Branch Office Data Voice Video IP-PBX Corporate Intranet IP GW Data Video Application Y Application Z Application X Application Aware Network Application Services Scalable Open Computing Platform IP Centrex IP Call Delivery for Call Centers Unified Communications Fixed/Mobility Convergence Web/Chat/ Collaboration IMS Common Infrastructure SIP-based IMS Core Network IP/MPLS Core Customer VPNs PBX Managed GW TDM GW TDM-PBX ENUM/IP Peering Supporting Multiple Endpoints, Access Technologies and Application Services It’s All About Multi-Access GW

14 Scalable, open computing platforms SIP-based IMS Core on IP/MPLS VPN Support TDM & IP hybrid environments Plug & Play capability Interoperability Testing/Certification of Customer Premise Equipment, Apps with SIP Trunking Services Managed IP Telephony & LAN Services SIP Extensions enable enhanced Call/User information delivery Voice over IP VPNs, with SIP Trunking All Distance Calling (LD, Local, Global) Call Routing / Toll Free Features Network-based IP Telephony (IP Centrex) Wireline/Wireless Convergence... Network-based VoIP Services for Enterprises, Call Centers VoIP Network Infrastructure Interoperability between Network Services and Customer Premises IP Enabling Voice: Key Elements

15 SIP enables Next Gen Contact Centers LABOR – AGENT COSTS KNOWLEDGE MANAGEMENT COSTS IP ENABLERS BRICKS & MORTAR COSTS NETWORK COSTS PORTFOLIO OF IVR US Center IP ACD TDM ACD PSTN Local, International GW IVR IP enabled Legacy ACD IVR IP based Platforms IP ACD AT&T IP/MPLS Global Network TA CTI & CRM Off Shoring of Call Centers Remote Agents, Knowledge Worker SIP Refer; SIP RedirectUseful Information in SIP Signaling

16 IP-Enabled Contact Centers: Current Trends Technology shift to IP, SIP, IMS has enabled network efficiencies, leading to lower network costs Support for Remote Agents has helped reduce brick and mortar costs Global Reach has spurred globalization Knowledge Management is another key area for contact center operators Support for Hybrid Networks

17 IP-Enabled Contact Centers: Emerging Trends Leverage Unified Communications to further improve e2e customer experience, increase revenues, and drive down costs Take advantage of Wireline/Wireless convergence to improve call center operations and drive down costs Multimedia based communications sessions between End Users and Contact Centers to differentiate e2e customer experience

18 Key Next Step – Revisit Your Network What is your Voice infrastructure? What is your Data infrastructure? How old is your Equipment (voice & data)? Look at your company’s Business Plan Are you looking for ways IP services can make your business more profitable & efficient. SIP trunking is efficient...Can get into IP PBX faster. Meet with your Account team Determine design & cost structure Identify if benefits outweigh costs

19 The question really is not “Why should I embrace IP Telephony in my Contact Centers?” but rather “When and How should I embrace IP Telephony in my Next Generation Contact Centers?” The time is now, the market is moving, and all Business Enterprises large and small are building plans and implementing IP Telephony in their Next Generation Contact Centers. ARE YOU? thank you !