1. Mark Lepko, VP the Americas, CosmoCom
Establishing Internet Telephony / VOIP to Developing Countries May 2005
SpeechWorld 05 - Establishing Internet Telephony / VoIP to Developing Countries
Mark Lepko, VP the Americas, CosmoCom

2. Establishing Internet Telephony / VOIP to Developing Countries
Mark Lepko
VP, the Americas CosmoCom
May 2005

3. Issues
Equipment – Requirements of a platform for offshoring of contact centers
Bandwidth Constraints – Architectures to maximize bandwidth efficiency and minimize communications cost
Quality of Service
Cultural & Language Considerations

4. Platform Requirements
Virtual by Design – IP-based
Mature, field-proven, IP design
Unity
Major functions (ACD, IVR, Agent, Recording, PD)
Contact channels (Phone, Internet, Messaging)
Agent locations (including home agents)
Integratability
Superior openness and depth of integrations
Fraction of the cost
Let’s talk a little about the characteristics of an ideal platform for outsourcers, in particular, one that will allow them to participate in the hosted contact center market, and also potentially help with some facets of their traditional outsourcing projects.

5. Platform Requirements
Scalability
Economically scales down
Robustly scales up to carrier-sized systems
Reliability - Proven carrier-grade
Hostability - Share across multiple customers
Virtual is essential
Multi-tenancy with tenant self-administration
Rapid tenant creation
Integration per tenant

6. Virtualization: …Everything in its Place
Technology Infrastructure wherever it needs to be
Agents wherever they are
Multiple locations
Onshore & Offshore
Agents at home
Manage all as one virtual center
I want to focus in a little more on one of these points, possibly the most important one, which is virtualization. The old saying – “A place for everything, and everything in its place” – certainly applies to the call center industry today. With onshore, offshore, rightshore, agents at home, you need a technology that let’s you put the technology and the agents where they need to be, without creating major new problems because of it.

7. Not Virtual Separate Centers/Systems Inefficient Admin DNIS Routing
Transfer Limitations
Little or No Screen-Pop
No Visibility into Outsourcers
Complex, Rigid
Here’s an example of one CosmoCom customer, happens to be a cellular telephone company in Mexico City, and this was their operation before they adopted a Virtual approach. This is especially interesting for this audience, because in this case the virtualization was led by the customer and imposed on the outsourcers, as we will see in the next slide.

8. Virtual One Virtual Center Efficient Central Admin Intelligent Routing
Seamless Transfers
Screen-Pop Everywhere
Full Visibility into Outsourcers
Elegant, Flexible
This is a virtual call center that was created and, in effect, hosted, by the customer, who made it a requirement that the outsourcers used their technology platform. Because of the benefits of this approach, as shown above, we believe that they indicate a trend, and this trend can also be realized by a hybrid of hosted and outsourced services proposed by the Outsourcer. Outsourcers should not only be aware of this trend, but also take the initiative to lead customers on this path.

9. Offshore Economies Basic Offshore Connection IVR Queue Holding Time
Transfer to Local Agent
Predictive Dial Origination
The following slides illustrate some of the dramatic economies that outsourcers can obtain by using the Virtual nature of CCU in conjunction with their offshore activities.

10. Offshore Economies: Inefficient Offshore Connection
Onshore
Offshore
$$$ Connection
Legacy Platform

11. Offshore Economies: Efficient Offshore Connection
Onshore
Offshore
$$$ Connection
Legacy Platform
IP CC Platform
$ IP Connection

12. Offshore Economies: Inefficient IVR & Hold
Onshore
Offshore
$$$ Connection
Legacy Platform

13. Offshore Economies: Efficient IVR & Hold
Onshore
Offshore
$$$ Connection
IP CC Platform
Legacy Platform

14. Offshore Economies: Inefficient Transfer
Onshore
Offshore
$$$ Connection
Legacy Platform

15. Offshore Economies: Efficient Transfer
Onshore
Offshore
$$$ Connection
Legacy Platform
IP CC Platform

16. Offshore Economies: Inefficient PD Calling
Onshore
Offshore
$$$ Connection
No Ans
Legacy Platform
Busy OK

17. Offshore Economies: Efficient PD Calling
Onshore
Offshore
$$$ Connection
Legacy Platform
No Ans
Busy
IP CC Platform OK
$ IP Connection

18. VP, the Americas CosmoCom
Thank You
Mark Lepko
VP, the Americas CosmoCom