VoIP Across The Enterprise Aron Aicard Manager of Product Management

Agenda Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Understanding Enterprise Drivers Every business has three ubiquitous needs: Increase revenue Streamline operations Control costs VoIP – deployed the right way – can provide positive impact in all three areas

Understanding Enterprise Drivers Growing reliance on outsourcing Increased use of remote workers Pressure to reduce expenses without compromising profit

Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Does it Make Sense for an Enterprise The infrastructure reality o Most data networks require costly upgrades to handle voice traffic o Toll charges have dropped significantly o Managing a converged network requires more sophistication

From a strictly transport perspective, VoIP offers a very limited ROI o The cost of network upgrades and ongoing management can outweigh toll reductions Instead, think of VoIP as the foundation o VoIP-enabled applications deliver the results that affect the three ubiquitous needs o Converging your infrastructure is the starting point, not the end game – where will it take you? Does it Make Sense for an Enterprise

Leveraging IP, legacy and wireless networks o Availability and bandwidth Proprietary and open protocols o SIP & SIMPLE demonstrate pervasive features that extend cross many previous boundaries o Vendor-specific protocols deliver higher quantity of features and serve the specialty needs Maintaining secure networks o Using firewalls Understanding Network Requirements

Converging the network is only the “how” Delivering tools that improve business processes is the “why” o Presence management o Audio and videoconferencing o Media sharing (documents, workspace) o Messaging Emerging Applications Drive Value

Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Specific Benefits Contact centers can be a profit center o Responsible for revenue or lead generation o Measured by the sales results Contact centers can be a cost center o Necessary for the business o Provides support o Measured on cost control

Increasing Revenue Profit through increased customer care o IP-based multimedia engages customers using their preferred tools (IM, audio, ) o Seamless call routing across the enterprise improves skills-based routing and removes time zone and geographical limitations o Outsourcing becomes more viable to help with short and long-term growth

Increasing Revenue Profit through increased customer care (cont.) o Web-based applications create efficient and profitable ways to engage customers o Database integration improves the quality of the customer experience and lends itself to superior up selling and cross selling o Quality customer care differentiates the business within its competitive landscape and increases customer retention

Streamlining Operations o Recruit more efficiently Tap into wider labor markets (beyond local area) –Find better talent in shorter periods of time Access skilled labor with limited accessibility –Leverage those who are unwilling or unable to commute –Turn smaller windows of time into productivity o Reduce the strain during peak times Outsource seasonal campaigns or special events Allow peak hours to overflow to offices in other time zones

Controlling Costs Saving money using remote workers o Reduce facilities costs Expansion without brick and mortar Reuse or reduce space in current facilities

Controlling Costs Saving money using remote workers o Reduce labor costs Tap into lower cost of labor markets (rural or urban communities, neighboring states, overseas) Employ part-time employees to reduce benefits costs Give employees benefits such as flexible work hours and telecommuting privileges to control wages

Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Architecture Models IP-enabled o PBX core with optional VoIP IP-centric o Combined VoIP and PBX core IP only o IP core

IP-Enabled Pros o Mature, reliable backbone o Feature rich core o Strong protection of existing investment o IP growth at a managed pace o Disruption of staff is minimized o Most popular approach for large existing installations

IP-Enabled Cons o Limited IP scalability o PBX core will ultimately limit the applications o Incremental IP station growth may cost more o Benefits of a converged infrastructure cannot be fully realized

IP-Enabled Recommendations o Look for the widest range of applications o Seek out viable migration options for the core system and its available applications o Plan an exit or migration strategy in case the PBX becomes unable to serve the business requirements later down the road

IP-Centric Pros o Usually based on established software o Strong Features o IP scales more cost effectively o Usually supports digital expansion o Lends itself best to blended IP and digital o Great for planned migration o Most popular for new system deployments and same vendor migration plans

IP-Centric Cons o Not ideal in one extreme or another (IP vs. Digital) o Newer IP-based applications may still have limitations (varies by vendor) o Scalability of IP at the desk still limited

IP-Centric Recommendations o Look for the widest range of applications o Seek out migration needs and options for the core system and its available applications o Plan a rough long term exit/migration strategy in case the need for a mixed environment changes to one that is primarily IP

IP-Only Pros o Scales very easily o Management usually designed for the data administrator o Tends to use more open standards for interoperability o Least amount of geographic dependence o Greatest long term opportunity for new application features o Most popular for new site installations with strong IT staff

IP-Only Cons o Support for digital desktops almost non- existent o Analog connectivity more costly due to conversion technology o Migration options limited o Transition is most costly and disruptive

IP-Only Recommendations o Start with a clear picture of the company’s goals o Stay focused on the highest value returns and make sure that the short term limitations are outweighed by the business value and long term benefits o Thoroughly evaluate ongoing support and maintenance costs and requirements

Understanding Enterprise Drivers Evaluating VoIP Integrating VoIP into a Contact Center Implementation Considerations Conclusion

Key drivers – revenue, costs, process Infrastructure o VoIP enables convergence o Convergence enables applications o Applications serve the key drivers PBX architectures vary o Varying benefits for varying needs

Thank You