电讯运营商外包呼叫中心解决方案

1©2002,CiscoSystems,Inc.Allrightsreserved.222©2002,CiscoSystems,Inc.Allrightsreserved.•(Out-Sourcing)•Cisco:IPCC•••333©2002,CiscoSystems,Inc.Allrightsreserved.•Serviceproviderhoststhecallcenterinfrastructure:theACDfeatureset,theIPNetworkIVR,andIPtelephonyservices•Infrastructureissharedbymultiplecustomers•ProvidescontactcenterfunctionalitytoasubscribingorganizationviaanIPconnectiontotheServiceProvider’sinfrastructure•Alogicalextensionofavoiceprovidersserviceportfolio•Benefitcenter,notcostcenter25NumberofAgentsMultiSiteSingleSite500500HostedIPCCHostedIPCCFocusFocus444©2002,CiscoSystems,Inc.Allrightsreserved.WhyOutsource?-•Highvalueservicewithimmediateimpact•Complementsexistingserviceportfolio•Attractnewcustomers,reducechurn•TransitiontomoreefficientconvergedIP-basedservicedeliverymodel•EfficientuseofSP’sinfrastructure•Establishesfoundationtoofferotherbundledserviceofferings555©2002,CiscoSystems,Inc.Allrightsreserved.WhyOutsource?-••„,„,•••666©2002,CiscoSystems,Inc.Allrightsreserved.Annual40%growthofworld-widehostedcontactcenterservicesthrough2005--OvumServiceProviderOpportunity0.01.02.03.04.0200020012002200320042005RevenuefromNetworkBasedCCServices,$Billions--DataMonitor--Ovum777©2002,CiscoSystems,Inc.Allrightsreserved.•WTO,•WTO,,•,•888©2002,CiscoSystems,Inc.Allrightsreserved.•(Out-Sourcing)•Cisco:IPCC•••999©2002,CiscoSystems,Inc.Allrightsreserved.IPzICMzIP,z,zWebzzACD101010©2002,CiscoSystems,Inc.Allrightsreserved.ICM/NAMICM/NAMICM/NAM111111©2002,CiscoSystems,Inc.Allrightsreserved.IVRICMICMICMCCACDPBXWEBSERVERPGPGPGTIVR/IPIVRPGEMAILSERVERPGE-FAXSERVERCALLMANAGERPSTNPSTNPGNICPGVIDEOSERVERVOIPVOIPNIC121212©2002,CiscoSystems,Inc.Allrightsreserved.IPCCIPCCApplicationsApplicationsCallProcessingCallProcessingInfrastructureInfrastructureClientsClientsIPSoftPhone•PSTNgateways•Analogphonesupport•DSPfarmsIPNetworkPSTNDirectoryCallManagerCiscoActiveVoiceVoiceMail,UMSIntelligentContactManagerIPIVR,IPAAAppsEngineVoicePortalPartnersICMICMCollaborationCRMWFM131313©2002,CiscoSystems,Inc.Allrightsreserved.LANIPIVRQIP-IVRCCMCCSCEMIP/Web/NAM/ICMCRMWFM141414©2002,CiscoSystems,Inc.Allrightsreserved.HomeOfficeBranchOfficeBranchOfficeCustomer1Customer2WebServerprovidescustomercontrol&reportingAgentsanywhereSPOSStoolsmaintaintheentiresystemSPOSStoolsmaintaintheentiresystemWeb-basedReporting,ScriptingPhonesandIPInfrastructureIPprompting&queuingplatformNAMICMCallManagersIPPBXCustomerACDappshostedinthenetwork151515©2002,CiscoSystems,Inc.Allrightsreserved.ICMPre-Routing11SCP33PGPG445522SCP66PublicNetworkNAM•StatusdatasentfromACDs/CM•Callarrivesinnetwork•NetworkqueriesICM•ICMmatchescalltoagent•ICMrespondstonetworkquery•CalldeliveredtoselectedagentValue:Multi-siteintegratedcontactcenterroutingandreporting161616©2002,CiscoSystems,Inc.Allrightsreserved.(H.323VoIP)PSTNNetworkIPNetworkVVICMICMPSTNNetworkVVGK•ICMdeterminescheapestwaytocompletethecall•Scriptinglogicdeterminesterminatinggateway+carrier•Alsoprovidesforrequeryincaseofnetworkfailure171717©2002,CiscoSystems,Inc.Allrightsreserved.CiscoCisco•Web••Web•••••Web•/“”181818©2002,CiscoSystems,Inc.Allrightsreserved.CiscoCiscozzzzzzz/zz191919©2002,CiscoSystems,Inc.Allrightsreserved.IPCCIPPSTNCTIPSTN/WAN/VoIPIVRICMACISAE-MAIL202020©2002,CiscoSystems,Inc.Allrightsreserved.NAM/ICMICMCSharedICM212121©2002,CiscoSystems,Inc.Allrightsreserved.NAM•ICM100Calls/Second;•PartitioningSkill-group•ICM,NAMICM•ICMNAM222222©2002,CiscoSystems,Inc.Allrightsreserved.•(Out-Sourcing)•Cisco:IPCC•••232323©2002,CiscoSystems,Inc.Allrightsreserved.•HostedIPCC:LargeCustomerswithIPCC•AdvancedServices:SmallTDMCustomers•SharedICM:SmallCustomerswithIPCCorTDM•OutsourcedSeats:SmallCustomersbuying242424©2002,CiscoSystems,Inc.Allrightsreserved.GWVoIPNetworkPSTNNetworkPSTNNetworkSCPSSPNAMNAMOverallNetworkwithPre-routingSSPGatekeeperIVRIPCCTDMCallCentersTDMCallCentersCustomerscallingfromPSTNGKTMPNICIPCCGW252525©2002,CiscoSystems,Inc.Allrightsreserved.Model1:HostedIPCCHomeOfficeBranchOfficeBranchOfficeCustomer1Customer2WebServerprovidescustomercontrol&reportingAgentsanywhereSPOSStoolsmaintaintheentiresystemSPOSStoolsmaintaintheentiresystemWeb-basedReporting,ScriptingPhonesandIPInfrastructureIPprompting&queuingplatformICMCallManagersconnectACDagentsDedicatedICMDedicatedCM262626©2002,CiscoSystems,Inc.Allrightsreserved.•Targets:LargercustomerswithexistingIPCCorcustomersprefertouseIPCC.•DedicatedICM,dedicatedCMandPGateachsites.DedicatedIPIVRorsharedNetworkIVR.•Equipmentscanbeownand/ormanagedbyServiceProviderorcustomer.•Values:ServiceProvider’sPSTNorVoIPNetworkPre-routingusingAgentStatus,ANI/DNIS,DBLookup,etc.NetworkIVRMulti-siteVirtualContactCenterManagedContactCenterServices(centraladministration,reporting)RemoteIPCCagents.Model1:HostedIPCCLargeCustomerswithIPCC272727©2002,CiscoSystems,Inc.Allrightsreserved.Model2:AdvancedServices282828©2002,CiscoSystems,Inc.Allrightsreserved.•Targets:SmallcustomerswithtelephonelinesorlowendPBXeswithoutACD.Onlyrequiressimplequeuing.•SharedAS-ICMandNetworkIVR.•SimplequeuingonNetworkIVR.•Equipmentsownan