1. Session CC-02
What does IP Communications Enable in the Contact Center?
January 20, 2010
10am – 10:45
Moderated Panel Discussion

2. Agenda Benefits of IP in the contact center
Perils of IP in the contact center
Testing to mitigate risk

3. Benefits Easier/faster to scale up or down Robust & resilient
Fault tolerant & load sharing
Remote / work-at-home agents
Multi-channel agents
Multi-modal operation
Directed browsing, video chat
Less expensive
Features we never thought of
Video self-service

4. Perils Operation Paradigm shift License sharing/management Sizing
Capacity in terms of processing power, not just simultaneous calls
It’s different…
Paradigm shift
Licenses instead of ports???
Shared megabits instead of dedicated channels
License sharing/management
Sizing
Configuration

5. Test at the top of the stack!
“It’s about the User, stupid!”
Application
Presentation
Session
Transport
Network
Data link
Physical / media