1. iPECS Contact Center Suite Product Introduction
ES) Product Planning
June, 2012

2. = Asia/Pacific + W/E + N/A
Market Trend
9.8 %
CAGR
82.4 %
Market Share
IP Agent shipment
= Asia/Pacific + W/E + N/A
551,631
350,278
1,670,560
2,297,206
-3.1 %
CAGR
69.7 %
Market Share
End User Price
= Avaya + ALU + Cisco

3. Key Trends of CC in 2012
Customers will increasingly use mobile channels to obtain support
mobile availability speeds up the entire process and lends an atmosphere of urgency to an interaction.
Mobile apps should be built in the context of the existing service infrastructure
Options for customer interaction channels will expand
track the pathway of customers as they cross from one channel to another
Companies are moving high-value applications into the cloud
Enterprises will ramp up their use of contact center analytics
Outbound customer contact is resurgent
Contact centers will automate the recruitment and onboarding process
Customer preferences in CC *
vendor consolidation in some sectors of the contact center technology marketplace.
Alcatel-Lucent(Genesys), Avaya(Nortel)
Nice(Fizzback, Eglue, Merced), Verint(Lontas, Vovici)
As you know LG-Ericsson has the many in-house developed application like ezPhone, ezAttendant, UCS, Phontage etc.
In these days we developed IP attendant, UCS mobile for android and we are developing another applications.
But up to recently contact center is not provided by LG-Ericsson.
we have just introduced 3rd party partners to the distributors.
So distributors should have the contract with local application partners and sometimes this used be the risk of distributors.
Because of that LG-Ericsson had investigated the sales trend of TAPI and decided to outsource the Contact Center Application.
we started to find the proper company at first. We met many companies and gather the information for the contact center.
Finally we decide the company and that was the CyTrack.
This company had the modularized and advanced application for contact center and good technologies and technicians.
we branded it and integrated with our PBX.
* OVUM / 2012 Trends to Watch: Contact Centers /

4. Lineup of competitors 2 1 4 3 Mitel NEC Cisco ALU Avaya Samsung
CC for SMB under 150 agents
CC for Enterprise
SCplus™ v8.0
Samsung
SCxpress™
ShoreTel
ShoreTel Enterprise Contact Center
Mitel
Mitel Contact Center Enterprise Edition 4
All in one / one server, one application, one admin: Zeacom
Mitel Contact Center Business Edition (All in One)
UCE CCDesign 3
Integration with UC: Aspect
NEC
InUCB (Box) / UCB CC
MyCalls: Basic / Call manager / Call Center / Enterprise
Cisco
Cisco Unified Contact Center Express 8.5
Cisco Unified Contact Center Enterprise 8.5 (Box)
OmniTouch Contact Center - Standard Edition
ALU
OmniTouch Call Center - Office Edition (All in One)
Genesys Compact Edition
Avaya
Avaya Aura® Contact Center 6.2 : Complement / Standalone
Avaya Aura® Contact Center 6.2: Complete 25
100
150
300
400
2000
3000
4000
# of Agents

5. Why iPECS CCS? Full IP Contact Center Suite dedicated to iPECS system
Tight integration with LG-Ericsson’s iPECS systems
Announcement using HMP
IP based recording
Multi-Channel Contact Center
, Voice Mail, Fax, Web chat
Social interface – Twitter, Facebook
Entry level Contact Center
Skill based routing
Multi-Media & Social networking
Real time configurable Dashboard
Click to Dial, CRM integration, Drag and Drop call control with ACD & CTI
Multi-Media Outbound Tele-Marketing Contact Center
Preview / Progressive / Pre-emptive Dialing
Unlimited Campaign
Built-in CRM integration
CM - 노트 참조
그러면서도 이런 추가추가 기능들이 가능한 시스템이다…를 강조

6. iPECS CCS Overview
iPECS CCS consists of basic packages and modularized options for special functions.
standalone
Basic Package
CCS Q
CCS Desk
CCS Report
CCS Q : Basic ACD & CTI
CCS Desk : agent’s Client Software
CCS Report : reporting & billing software and Dashboard
TAPI, HMP, SIP extension included
Options
CCS Q
Additional multi-media callback in CCS Q
Callback in queue, web callback, , VM, Fax queuing
BRI/PRI/Analog/VoIP Trunk record
Analog Extension Recording
CCS Record
Outbound Tele-Marketing Contact Center
Preview/Progressive/Preemptive Dialing
CCS Call
CCS Chat
Web chat and Instant messaging
CCS SMS
SMS with software gateway x
CCS Social
Social networking with Twitter and Facebook
CCS IVR
Interactive Voice Response √
CCS Report
Telephone Reporting, Billing, Budgeting software √

7. Basic Configuration Network Basic Package PBX integration through TAPI
iPECS LIK/CM
CCS Server
CCS administrator
CCS Q
CCS Report
TAPI
Network
HMP/SIP
Basic Package
PBX integration through TAPI
SIP based HMP instead of Dialogic board
Automatic Call Distribution by CCS Q
Web based CCS Report and 2xDashboard
SLT
IP phone
CCS Desk
CCS Agent

8. iPECS CCS Q Full IP Inbound CC suite Skills Based Routing
Unlimited queues (up to 9999)
Unlimited agents per queue
Announcements & Hold Music per queue
Scheduling and overflow
Emergency Mode
Historical Reporting & Dashboards
Q-Lookup
Cascade Queue
Remote & Multi-Site Support

9. iPECS CCS Desk Basic Features TAPI based CTI contact centre agent.
Dial from out or anywhere in windows
Basic call operations are supported
Various types of call can be displayed.(Incoming, outgoing, Recording..)
Display the state of agent
Integrated with CRMs
Can be integrated with other CCS module (IVR, Recording, Report…)
Can use the speed dial
Search the user in DB
Included CRM integrations out of the box. CCS Desk also provides a free of charge API for any third party database/CRM application to be able to integrate to CCS Desk

10. iPECS CCS Report & Dashboard
PBX
CCS Q
CCS Report Server
CCS Report Web
TAPI
Agent Q
Campaign
Export to PDF document
ODBC
SQL
Server
One Server
Web Based user interface
of Reports
Scheduling
Integration with Voice Recording
Integration with CRM/Databases
Budgeting & Cost Control Management
Business Intelligence Dashboard

11. Options - Callback in CCS Q
When to offer Callback ?
High abandoned rate due to long wait time or not enough agents
Agents lack discipline to follow up messages
Features
Maintain the position in queue.
Leave the call back information : return number, voice mail , CLID(Default).
Automatic generation for caller abandoned the call
Advanced features needs CLID indication, Speech recognition, CCS IVR

12. Options – Email/Fax/VM Callback in Queue
Supported inbound Server protocols:
IMAP
Microsoft Exchange (2007/2010/Online Web Services)
Additional CCS Requirements:
Agents must have their own address and client application.
CCS Desk agents must be configured with the correct addresses.
SMTP Server available to forward the to agents.
SMTP Server must accept basic text authentication.
Example :
Incoming
Mail Server
CCS Server 1 2
Mail Server 3
Outgoing
Mail Server
Fax Server
CCS Agent 4
VM Server
One Server

13. Options – Web Callback in Queue
Leave the customer information via website.
Left information is saved in Database server(SQL DB).
CCS Q will find a new web-callback and assign to available agent.
SQL DB Items : ID, Source, StartTime, QueueID, Notes, Type, Status, Phone, Name, Company
* Customer must develop integration between website and CCS Desk Web Gateway.
CCS Agent
Web Server
CCS Server 1
WWW 2 3
CCS
Web Gateway 5
CCS Q 4
Database
Server

14. Options – CCS Chat Supporting CHAT with customer
Needed IIS(Internet Information Service)
Similar lookup with messenger
Greeting message limit : Max 100 characters
User control by CHAT server(If agents is not added in CHAT server, the agents cannot use this feature.)
Can be integrated with Microsoft OCS.
Web Server
(MS IIS Server)
CCS Web Chat
Server
CCS Agent 1
WWW 2 3 6
Web chat session establish 4 5
Notify
CCS Q
CCS Server

15. Options - CCS Social Supporting SNS Service
Need valid Facebook and Twitter accounts
Similar lookup with messenger
Mail Server : IMAP(In)/SMTP(Out)
Agent should have its address and it should be configured in CCS DESK administration.
This is also related with CCS Q and it is a part of CCS Q.
Separated window service is operated to support Twitter.

16. Options – CCS Social (Twitter)

17. Options – CCS Social (Facebook)

18. iPECS CCS Record PSTN IP Voice Recording Solution MP3 or Wav format
USB
CCS Report
Server
CCS Server
iPECS LIK/CM
PSTN
Trunk Recording
BRI/PRI/Analog
One Server
CCS Record Server IP
USB
SIP Trunk
Extension Recording
SLT Extension
Voice Recording Solution
MP3 or Wav format
CRM integration
Business Rules Processing & File Naming
BRI, PRI, Analogue and SIP Trunk Recording
Analogue Extension Connection
Playback through CCS Report
* It cannot be played CCS Desk with current version.
SLT
IP phone
CCS Desk
CCS Agent

19. iPECS CCS Call – Outbound Call Features
Modular Dialing Features
CCS Call Premier:
Preview Dialing
Progressive Dialing
Callback
Additional features with CCS Call Ultimate:
Pre-emptive Dialing
Adaptive & Fixed Anticipation Thresholds
Outgoing Call
SMS telemarketing
Management
Queue by agent or groups
Skills based routing
Unlimited campaigns
Unlimited completion codes
Unlimited number of agents per campaign
Automatic Completions and Retries
Campaign Expiry Date and Scheduling
Built-in CRM integration for list retrieval
Reporting
Agent Productivity, Campaign Performance,
Disposition Codes, etc
Historical & Real-time
On-demand or Scheduled Delivery
Business Intelligence Dashboard
CCS Report API for integration with CRM
Agent interface
CRM Integration – screen pop, click-to-dial, auto-log
PC Telephony Control

20. CCS Call – Preview & Progressive
CRM or
Customer Database
Agent press Dial button (Preview)
Timer expires (Progressive)
Outbound
Call is made
Completion code entered
Call is completed
Calls loaded into
CCS Call
Campaigns
Agent receives next CCS Call outbound campaign notification
CRM screen pops
Outbound call
is made
Disposition Code entered
Call is
Completed

21. System Automatic Completion
CCS Call – Pre-emptive
CRM or
Customer Database
‘Positive’ Calls
Transferred to Agent
Calls loaded into
CCS Call
Campaigns
Outbound Call is made
‘Negative’ Calls
System Automatic Completion

22. iPECS CCS IVR
Offer your customers automated services on-line via telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction.
CCS IVR Script Designer
Scenario using scripts based IVR
Drag & Drop supported
Easy to understand with ICON
Say, Ask number, Record, Make / Hang up call, DB integration, , Timer control, Integrated with CCS Q, control payment and ETC.
CCS Q + CCS IVR
CCS Q and CCS IVR can seamlessly blend together.
HMP ports can be shared between CCS Q and CCS IVR.
Send a call from CCS IVR to CCS Q. Example use case:
Customer Identification
Account Verification
Send a call from CCS Q to CCS IVR. Example use case:
Payment
Customer Survey

23. Call Flow Designer CCS Excel Document Call Flow Designer
- Templates
* Covers CCS features partially
CCS
Excel
Document
Call Flow Designer
CCS Desk Gateway
-Windows 7 based.
-Supporting Version:
2007/2010
Locked :
to protect overwriting
Master
Workbook
dirty
Best
Practice 1
Customer’s
Configuration
3 state
Not connected to server - Locked
Connected – Locked (dirty bit)
Connected - Unlocked
Best
Practice 2
Best
Practice 3

24. General deployment process
1. Create call-flow in CFD (or load pre-created ones)
2. Generate spreadsheets with auto entered settings to facilitate project meeting with customer
4. Re-import back into Designer tool
3. Customer provides desired queue and agents names and any other specific information such as overflow times etc.

25. Deployment process with template
START
Customer to create audio files for Announcements for Queues and Auto Attendants in defined format
Enter Call-Flow Designer and load pre-set template
Re-Import the completed Spreadsheets to the Call-Flow Designer
Call-Flow Designer outputs spreadsheets containing all default settings
Import the customer Announcement audio files to the Call-Flow Designer
Meet with customer and complete
Queue and Agent names & Agent skills for routing as appropriate
Update (if changes required) Highlighted settings e.g. how long before overflow etc.
Select which dashboard templates are required
Test
Complete

26. Deployment process with new CC plan
START
Customer to create audio files for Announcements for Queues and Auto Attendants in defined format
Enter Call-Flow Designer and select new plan – 2 simple questions asked a) How many Queues
B) How many Agents
Re-Import the completed Spreadsheets to the Call-Flow Designer
Using Call-Flow Designer using drag and drop, layout the Call Centre call flow and overflows to the customer plan as required
Import the customer Announcement audio files to the Call-Flow Designer
Call-Flow Designer outputs spreadsheets containing all default settings
Meet with customer and complete
Queue and Agent names & Agent skills for routing as appropriate
Update (if changes required) Highlighted settings e.g. how long before overflow etc.
Select which dashboard templates are required
Review and add any additional Reports
Refine any additional Report requirements
Customise Dashboards to Requirements
Test
Complete

27. CCS Quote
Pricing Tool
Provides recommendations on hardware, telephony, and other requirements.

28. Internationalisation – Web based translation portal
Facilitates multiple translators
Alerts approved translators when new phrases are added
Shows screenshot
Suggests translations for repeat phrases
Creates language DLL
iPECS CCS sets language based on Windows settings

29. Example Architecture – Single Site, Single Server

30. Minimum Hardware Requirements
Example Architecture – Single Site, Single Server
Minimum Hardware Requirements
Dedicated SQL Server Required
Yes
Virtual Server Possible No
Operating System
Windows Server 2008 R2
Minimum CPU
I GHz
RAM Requirement
12 GB
Hard Drive Space Required
500 GB
USB Ports Needed
Depends on CCS Record

31. Example Architecture – Single Site, Multiple Servers

32. CCS Architecture – Single Site, Multi Server
Dedicated SQL Server Required
Yes
Minimum Hardware Requirements (Desk)
Virtual Server Possible
Yes
Operating System
Windows Server 2008 R2
Minimum CPU
I GHz
RAM Requirement
8 GB
Hard Drive Space Required
200 GB
Minimum Hardware Requirements (Report)
Virtual Server Possible
Yes
Operating System
Windows Server 2008 R2
Minimum CPU
I GHz
RAM Requirement
8 GB
Hard Drive Space Required
200 GB

33. CCS Architecture – Single Site, Multi Server
Minimum Hardware Requirements (IVR)
Virtual Server Possible
Yes
Operating System
Windows 7 Professional or Windows Server 2008 R2
Minimum CPU
I GHz
RAM Requirement
4 GB
Hard Drive Space Required
40 GB
Minimum Hardware Requirements (Record)
Virtual Server Possible No
Operating System
Windows 7 Professional or Windows Server 2008 R2
Minimum CPU
I GHz
RAM Requirement
8 GB
Hard Drive Space Required
500 GB
USB Ports Required
Depends on trunk configuration

34. CCS Architecture – Multi Site

35. License download process
Distributors have to do 2 steps to get the CCS License.
Get CCS Registration Code by sending PO data from CCS Quote
Get CCS license from license download system in LG-Ericsson’s web portal
System S/W S/N
TAPI & SIPE
2. Download lockkey
3. Install CCS lockkey
Distributor /
Dealer
PO data
4. Install CCS with package code
1-1. Send PO info In
Lockkey
download
Web page
LG-Ericsson
License
Check
Server
5. Request license
LG-Ericsson
Account Manager
1-2. Send Package code
6. licensing

36. Supporting Strategy Covered by distributor Covered by LG-Ericsson
Critical
Hardware failure
Software Issue
Covered by distributor
Database management
Anti-Virus software
TSP/TAPI
Server Performance
Environment issues
PABX Configuration
Under or wrongly sold
Administrator error
Capacity
Other applications
Cabling
Installer error
Covered by LG-Ericsson
Reporting
User error
Not
critical
Easy to solve
Difficult to solve

37. Technical Support Customers Distributors LG-Ericsson IR Support
Tier 1, 2 technical service
1st tier : local emergency consulting and quick treatment
2nd tier : site visit and admin support
Support
Distributors
Technical support through IR
Register in the LG-Ericsson’s IR system
High priority to be processed
2 dedicated technician IR
Configuration Wizard
Easy installation and configuration
Training
Basic technical training before launching
1 regular technical training after launching
Product information
Use case
Training Video Clip
Documents
Product introduction
Manuals
Data sheets
The key point of our technical training for customer is raising the ability for full supporting to customers.
LG-Ericsson

38. Technical Training
Basic
Advanced
1 day
2 day
3 day
4 day
5 day
Entry Level 1
Entry Level 2
Standard CC Level
Advanced CC Level
> CCS Report
> CCS Desk
> CCS Record
> CCS Q
> Advanced configuration of CCS Report & CCS Q
> CCS Call
Every course includes deployment, training & troubleshooting.
Standard CC level provides competency via standard installation wizard only
Advance CC level provides advanced configuration and customization
Dealer trained by Distributor, not by LG-Ericsson or CyTrack
Training with Video clip

39. IR Process Distributor LG-Ericsson TSC IR Handler(P/L)
UC&App / 3rd party
① IR Registration(via IR Web System)
② Notification(Receipt new IR)
③ Verification an IR and assign IR handler
④ Notification(Receipt new IR)
System or
Application
application
Higher priority
system
⑥ Notification to Distributor & LG-Ericsson TSC
IR Response Writing/Registration
IR Response
⑦ Receipt LG-Ericsson response
Update response to detailed IR management items
Solved or
Not
Not solved
Notification to LG-Ericsson TSC & IR Handler & UC&App / 3rd party
Solved
IR Close
Close Confirmation : Notification to LG-Ericsson TSC & IR Handler & UC&App / 3rd Party