1. Richard Houser CTO verascape, inc.
Internet Telephony Conference The Web Connected Call Center February 6, 2003
Richard Houser CTO verascape, inc.

2. The Web Connected Call Center
“Click to Talk” technologies
Two basic architectures
Two methods of deployment
Business issues

3. Intro to “Click to Talk”
From the customer’s perspective:
Virtual button on Web page
When clicked, a voice connection is made, sooner or later, to an agent
The intention is to give personal assistance to the Web site customer

4. PSTN Based Call Back Self Hosted

5. VOIP Connected Through Internet Self Hosted

6. PSTN Based Call Back Service Provider Hosted

7. VOIP Connected Through Internet Service Provider Hosted

8. Business Issues Do you need “click to talk” Steps to implement
Buy vs. hosted solution
FYI

9. What Experts are Saying
“The implementation of Web-enabled call centers is leaving the early-adopter stage and moving toward the mainstream. Web customers are beginning to expect that on-line customer service will be only a click away, so the companies that fulfill this expectation will take business away from those that do not.”
Howard Bernett, Mitretek Systems
Denise Masi, Mitretek Systems
Martin Fischer, Mitretek Systems
July 2002 issue of Business Communications Review

13. Do You Need It?
Every customer service initiative must support the business process model
How does this fit into your overall self service initiatives
Business processes usually need re-engineering to fully realize benefits of new technology

14. Implementing “Click to Talk”
Define the goals you’re trying to achieve
Product information & sales
Web site help
Define the intersection between Web site & call flows
Web apps implement the business process through a navigational paradigm
Call centers implement the business process through a call flow paradigm

15. Implementing “Click to Talk”
Develop a model for each intersection point
Who’s calling
Why they’re calling
What were they trying to accomplish
How were they being served
How much ‘rewind’ will your customers tolerate
Determine operational parameters for servicing the call
Develop training plan for agents
Develop call volume vs. time model

16. Implementing “Click to Talk”
Define technology infrastructure
Complete business impact analysis
Identify and create cost models
ROI model
Re-engineer business process
Acquire new technology
Purchase equipment & software, OR
Complete service agreement with hosting ASP
Train agents
Add “Click to Talk” button to appropriate Web pages

17. Buy vs. Hosted Buy Hosted Higher capital expenditure
Higher software development costs
Longer lead time to implement
Lower operational costs
Direct ability to customize
Direct control of security
Hosted
Lower capital expenditure
Lower software development costs
Shorter time to implement
Higher operational costs
Decreased ability to customize
Security left to 3rd party

18. FYI
Rockwell International Corporation holds two patents on “Click to Talk”
Method and system for establishing voice communications using a computer network (5,991,394)
Method and system for establishing voice communications using a computer network (6,282,284)
Licensing available from Rockwell First Point Contact division

19. Questions? Richard Houser Chief Technical Officer verascape, inc
st Street Suite 190 Downers Grove, IL voice— FAX—