2. Welcome! Stands for integration.  Cronus eBusiness Delivers Internet Protocol Contact Center Solutions  Speaker: Laurentiu Zanca.

3. Cronus Agenda Stands for integration.  Customer Contact Challenges  Why IP ?  IPCC Concept and Elements  Cronus eBusiness Services for IPCC  Why Choose Cronus and Cisco ?

4. Stands for integration. IPCC –Unified Queue Multimedia communication platform combining communication via multiple channels at once: Voice E-mail Voice mail Faxes Page Sharing, Form Sharing, Application Sharing Text Chat Callbacks Outbound Voice

5. Stands for integration. Advantages of IP Deploy and maintain one network:  Lower cost of maintaining multiple networks  Scalable Support multiple channels:  Voice, data and video  Enhance customer experience Rapid deployment of new organization structures and applications:  Enhanced teaming across geographies  Improve individual productivity  Accelerate business cycles and revenue streams  Realize IT benefits faster Location independence:  Work-at-home agents  Remote knowledge workers  Branch offices

6. Stands for integration. Why an IP Contact Center? In a word…Convergence! Voice Video Single IP Network Data

7. Stands for integration. Swing from TDM to IP Contact Centers Tendencies

8. Stands for integration. Cisco IP Contact Center Proven solution for both enterprise and service provider customers:  Hundreds of installations worldwide  Tens of different implementation scenarios Robust fault-tolerant solution: Scalable solution:  25-7000+ agents  Virtual contact centers with multiple sites and peripherals  Investment protection –pay as you grow  Nosingle point of failure  Failure of a system part does not mean lost contact

9. Stands for integration. Cisco IPCC –Basic Architecture VoIP Gateway PSTN IPNetwork Internet CVP  Cisco IPCC 7  Customer Voice Portal Key elements:

10. Stands for integration. Cisco Voice Portal Distributed Topology  VoIP gateways distributed Incomming calls queue at the edge Calls can be then switched to available Agent / ACD IP Network Carrier AC D CVP

11. Stands for integration. IP Phone Agent Enhancements  Mix and Match, or swap from Cisco Agent Desktop to IP Phone Agent with no charge  Supported as Stand-Alone (no PC required)  Display caller data and queue status

12. Stands for integration. Analysis of Recorded Calls  Untypical behaviour can be spotted easily Each block is a single call  Activity in a given date: GREEN = outbound calls BLUE = Inbound calls  Agent activity throughout the day. For example: RED = claims VIOLET= credits YELLOW = deposits BLUE = balance inquires  Reasons can be indentyfied by listening to calls

13. Stands for integration.  IVR – user can access CRM from IVR (self-service)  Routing script – information from CRM used to route the call more precisely  Agent Desktop – agent uses CRM desktop with Cisco IPCC buttons built into it . CRM Integration

14. Stands for integration.

15. Emergent Systems, Convergent Networks Cronus Expertise Certifications  Expert: Cisco Certified Internetwork expert CCIE  Proffessional: Cisco Certified Network Professional CCNP, Cisco Certified Security Professional CCSP, Cisco Certified Voice Professional CCVP,  Associate: Cisco certified design associate CCDA, Cisco certified network associate (CCNA)  Sales: Cisco Sales Expert CSE Terawave (PON ) CISCO  Microsoft Certified System Engineer MCSE MICROSOFT Specialization/Partner  Cisco Premier partner – ongoing Silver audit  Cisco IP Communication Express specialization  Cisco Wireless Lan specialization  Terrawave VAR  Solarwinds VAR  Packeteer Technology Based  Routing and switching (Cisco)  Network management (CiscoWorks, HP Open View, Solarwinds)  Security (Cisco, Omnisec)  IP communications (Cisco, Telsey)  Wireless LAN (Cisco)  Passive optical networks (Terawave)

16. Stands for integration. References

17. Stands for integration.  Thank you!  laurentiu.zanca@cronus.ro.