Unified Communications
Portfolio Training Confidentiality level - C2
1 28 February 2013
Unified Communications
Portfolio
Unified Communications
Portfolio Training Confidentiality level - C2
2 28 February 2013
UC Portfolio
VoIP Platform
(IP Talk) AA / AO
IP Convert
MM
Dedicated IP PBX
AO
Hosted Call Centre
MM
Video Collaboration
(Phase 1)
MM
Voice only DSL
AN
Unified Communications Portfolio
Unified Communications
Portfolio Training Confidentiality level - C2
3 28 February 2013
VoIP Platform Deployment
SoftswitchSignalling
& Media
Gateway
VB SBC
MTB
E1
(SS7)
GWC
GW
MSS &
MGW
MTE
VB IMG
MTB
GWC
SBC
London
VB SBC
DMO
MSS &
MGW
DMO
MSS &
MGW
CTE
MPLS/IP
Network
PLMN
Network
VB SBC
CTE
VB SBC
Bloem
Unified Communications
Portfolio Training Confidentiality level - C2
4 28 February 2013
VoIP Value Proposition
• Voice PoP’s in Midrand, Durban, Cape Town and Bloemfontein
• Voice PoP in PE in the pipeline
• Call is handed over to interconnect partners in the region = Better voice quality
• G729 codec = equates to 42 kbps per voice call
• Local and International Network that support VoIP calls
• Competitive VoIP rates
• Ability to allocate Vodacom Geographic and Non Geographic numbers
• Ability to port in Geographic numbers from other networks to Vodacom
Unified Communications
Portfolio Training Confidentiality level - C2
5 28 February 2013
VoIP Services – IP Talk
IP Talk
VoIP Interbranch
VoIP Local and
National
VoIP Cellular
VoIP International
6 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
PSTN
CE
PE
PRI
GW
VB SS
IP Network
PLMN Network
SIP Trunk
VoIP
Access
SIP Trunking
Customer has existing SIP
equipment (IP PABX)
Quick & Easy sell
VoIP Account with post-paid
minutes
7 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
IP
Fibre or Microwave
Provider Edge Router
Vodacom BusinessCore Routers
Customer Premises Router
SBC Layer
SIP & RTP
Vodacom MPLS
Vodacom Softswitch
Customer PBX
SIP and RTP
ISDN
Customer Premises Gateway
Customer MPLS NW
SIP Trunk
8 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Hosted IP PBX
9 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
CE
PE
GW
VB SS
IP Network
PLMN Network
IP PBX Architecture
Hosted IP PBX
LAN
Telco PRI
CE
PE
IP Handsets
Telco
BRI
LAN
IP Handsets
Optional
survivability
10 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Product Definition
Cisco Unified Communications Manager (formerly Cisco Unified CallManager) is the IP
telephony call-processing component of the Cisco Unified Communications solution. It
enhances business productivity and facilitates agility by creating a unified workspace
encompassing every combination of applications, devices, networks, and operating
systems for up to 30,000 users.
This scalable, distributable, and highly available enterprise-class system delivers voice,
video, mobility, and presence services to IP phones, media processing devices, VoIP
gateways, mobile devices, and multimedia applications.
The Hosted PBX solution will be sold in conjunction with Vodacom’s managed access,
VPN and VoIP services.
11 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Hosted IP PBX Benefits
Multi-Tenant PBX Platform
Easy to configure and install
Remote Administration and ease of management – Customer Portal
OPEX Model – Monthly Re-occurring licence fee
Advanced PBX features
Investment Protection
Scalable and cost effective
Avoids bill shock, manage costs
Ease of scalability – customers can add on additional licences as required
High availability
Local (on-site failover) or Branch survivability
Ability to service multiple branches from one site
12 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Licences
Basic License Basic License for 3905, ATA 187
Advanced License Advanced License for 6921, 7942G, 7962G
Support Support per end user
Reception Receptionist License
Voicemail Voicemail License
Auto Attendant Auto Attendant License
Boss/Secretary Boss / Secretary License
TMS Telephone Management Software
13 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Hardware
Code Description
SIP 3905 Cisco Unified SIP Phone 3905 - Basic
IP 6921 Cisco Unified IP Phone 6921 - Intermediate
IP 7942G Cisco Unified IP Phone 7942G - Advanced
IP 7962G Cisco Unified IP Phone 7962G - Console
Exp 7915-1 Cisco Unified IP Phone Single Expansion Module 7915
Exp 7915-2 Cisco Unified IP Phone Double Expansion Module 7915
ATA 187 Cisco ATA 187 Tel Adaptor
IP 7945G Cisco Unified IP Phone 7945G - 1G LAN
IP 7937G Cisco Unified Conference Phone 7937G
PSU 3000 Cisco PSU 3905 Phone
PSU 6-7000 Cisco PSU 6921, 7942, 7945, 7962 Phone
PSU 7937 Cisco PSU 7937 Phone
IP 7925G Cisco Unified IP Phone 7925G - Wi-Fi
AP1131AG Cisco Aironet 1131AG
14 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Installation
Code Description
Basic 1 Basic Installation 100km
Basic 2 Basic Installation 200km
Basic 3 Basic Installation 300km
Advanced 1-1 Advanced Installation 100km - 1 day
Advanced 2-1 Advanced Installation 200km - 1 day
Advanced 3-1 Advanced Installation 300km - 1 day
Advanced 1-n Advanced Installation 100km - per extra day
Advanced 2-n Advanced Installation 200km - per extra day
Advanced 3-n Advanced Installation 300km - per extra day
15 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Basic Call Logs
Call Waiting
Calling Name Retrieval
Connected Line Identification
presentation
External Calling Line ID Delivery
Internal Calling Line ID Delivery
Call Forwarding Always
Call Transfer
Flash Call Hold
Last Number Redial
Enhanced Call Logs
Call Forwarding Busy
Call Forwarding No Answer
Call Forwarding Not Reachable
Calling Line ID Delivery Blocking
Connected Line Identification
restriction
Call Hold
N-Way Call
Three-Way Call
Leading number
Inventory Report
Outgoing Calling Plan
Incoming Calling Plan
Basic Licence Features
16 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Basic Call Logs
Call Waiting
Calling Name Retrieval
Connected Line Identification
presentation
External Calling Line ID Delivery
Internal Calling Line ID Delivery
Call Forwarding Always
Call Transfer
Flash Call Hold
Last Number Redial
Enhanced Call Logs
Call Forwarding Busy
Call Forwarding No Answer
Call Forwarding Not Reachable
Calling Line ID Delivery Blocking
Connected Line Identification
restriction
Call Hold
N-Way Call
Three-Way Call
Leading number
Inventory Report
Outgoing Calling Plan
Incoming Calling Plan
Do Not Disturb
Speed Dial options
Roaming profiles with Phone
Lockout
Call Return
Call Park
Call Pickup
Busy Lamp Field
Advance Licence Features
17 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Basic
License
Cisco Unified SIP Phone 3905
Basic
Handset
Cisco Unified SIP Phone 6921
Advanced
License
Intermediate
Handset
Cisco Unified SIP Phone
7942G
Advanced
License
Advanced
Handset
Cisco Unified SIP Phone
7962G and 7915 expansion
modules
Advanced
License
Console
Handset
Expansion
Modules
Cisco ATA 187
Basic
License
Telephone
Adaptor
Handset and CPE components
18 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
How many sites?
Info for each site.
Is there currently a WAN with Vodacom?
What is the spec of the router?
LAN
Does the customer’s LAN support Voice QoS?
Does the customer require a LAN readiness assessment? (Can be
quoted)
Does the customer require a LAN replacement? (Can be quoted)
Telco Trunk Lines?
Does the customer want to keep the trunks on site?
How many?
What type? (Analogue, BRI, PRI)
Does the customer want to port the numbers into our network?
080, 086, 087 and 088 can not be ported.
SRST?
Does the customer require survivability on site?
Extensions?
How many?
What specification? (Basic, Intermediary, Advanced, Console, ATA)
Does the customer’s LAN support POE?
Concurrent calls?
Break in / out
Inter-branch
Training
Is train-the-trainer sufficient?
Does the customer require all handsets to be installed and all users to
be trained?
How do we Sell it?
Unified Communications
Portfolio Training Confidentiality level - C2
19 28 February 2013
Video Collaboration
Unified Communications
Portfolio Training Confidentiality level - C2
20 28 February 2013
In 2017, the gigabyte equivalent of all movies ever made will
cross global IP networks every 3 minutes.
Every second, nearly a million minutes of video content will
cross the network in 2017.
It would take an individual over 5 million years to watch the
amount of video that will cross global IP networks each
month in 2017.
In 2017, the gigabyte equivalent of all movies ever made will
cross global IP networks every 3 minutes.
Monthly Internet traffic in the Middle East and Africa will
generate 789 million DVDs' worth of traffic, or 3.2 exabytes
per month, by 2017.
Unified Communications
Portfolio Training Confidentiality level - C2
21 28 February 2013
Video Collaboration
Video Collaboration is a Hosted Video and Application sharing solution which allows
customers to enjoy the benefits of an enterprise bridge service for communication and
collaboration between Meeting Rooms, Office devices or a Mobile end-points.
Business Drivers of Visual Communications
• Cost improvements based on travel reduction.
• Business transformation based on faster decision making, improved communications
with customers and supply chain partners, and shortened time-to-market for product
developments.
• Decreased carbon footprint resulting from electronic communications’ replacing local
and/or long distance travel.
Unified Communications
Portfolio Training Confidentiality level - C2
22 28 February 2013
Benefits of a Hosted Bridge Service
• Reduced upfront costs : There is a significant reduction in the upfront costs as
there isn’t any physical MCU (bridge) to be installed and maintained on site. Hence
there is much lesser investment to be done in terms of costs, infrastructure as well as
labour charges.
• Highly scalable : Ideally, the systems and equipment are designed by assuming the
volume of users.
• Simple to maintain : In every telecom system, there is some or the other routine
and remedial maintenance required. A hosted Bridge service would make sure that
the issues related to the system are addressed by trained specialists. Further more,
the expense of maintenance doesn’t have to be incurred by the IT department of the
organization.
Unified Communications
Portfolio Training Confidentiality level - C2
23 28 February 2013
Core IP/MPLS
Provider Network
Meeting
RoomDesktop client
Basic point-to-point session
Typical Point-to-Point Video Configuration
Unified Communications
Portfolio Training Confidentiality level - C2
24 28 February 2013
Core IP/MPLS
Provider Network
Mobile Data
Network
Internet
Meeting
RoomDesktop client
Hosted Video BridgeInfrastructure
Mobile ClientVideo Desktop phone
Point-to-Multipoint Video Configuration
Unified Communications
Portfolio Training Confidentiality level - C2
25 28 February 2013
Core IP/MPLS
Provider Network
Mobile Data
Network
Internet
Meeting
RoomDesktop client
Hosted Video BridgeInfrastructure
Mobile ClientVideo Desktop phone
Point-to-Multipoint Video Configuration – Hosted Bridge
•Advantage is they add in mobile users seamlessly
•Don’t need to go into the meeting room to set up the service
Unified Communications
Portfolio Training Confidentiality level - C2
26 28 February 2013
Product Suite
The Meeting Room
Meeting room facilities range from High Resolution immersive solutions to standard
definition small room solutions
The Office
Office facilities range from desk based devices to soft clients that offer both high as well as
standard definition resolution.
The Mobile Device - Tablet
Mobile devices allow users to join a video conference on the go allowing users the ability to
have a face to face meeting from literally anywhere.
Co
rpo
rate
SMM
E SM
E
Unified Communications
Portfolio Training Confidentiality level - C2
27 28 February 2013
Price Elements: End-Points
Meeting Room
• Small (4 to 6 Seats) : HDX 6000 / Group 300
• Medium (8 to 12 Seats) : HDX 7000 / Group 500
• Large (12 to 20 Seats) : HDX 8000 / Group 700
• Executive
• Premium: 4,5k
The Office / The Desktop
• SME Client: M100
• Corporate Client: CMA
• Desk Phone: VVX 1500
• MS Lync
Mobility
• M500
• MS Lync
Unified Communications
Portfolio Training Confidentiality level - C2
28 28 February 2013
Polycom HDX Solution
Eagle Eye
Camera
Codec
Mic
Remote
Multipoint
License 1+3 NOT SUPPORTED ON THE
HDX 6000
Unified Communications
Portfolio Training Confidentiality level - C2
29 28 February 2013
HDX Positioning and Features
* Optional feature on some models – refer to specification sheets.
HDX 6000 HDX 7000 HDX 8000 HDX 9000
Telepresence Experience for
multiple environments
Application Driven HD
Conferencing
Feature rich HD conferencing
platform High Performance Solution
Expanding HD HD for multiple environments Feature rich HD conferencing platform Rooms that require complete integration
1080p30 (RX) & 1080p15 (TX)
720p at 30fps from 512 kbps
4CIF below 512Kbps
1920 x1080 30 fps from 1024 kbps
720p30 from 512 kbps
720p at 60fps from 832 kbps
4CIF below 512 Kbps
1920 x1080 30 fps from 1024 kbps
720p30 from 512 kbps
720p at 60fps from 832 kbps
4CIF below 512 Kbps
1920 x1080 30 fps from 1024 kbps
720p30 from 512 kbps
720p at 60fps from 832 kbps
4CIF below 512 Kbps
2 Video Inputs
1 video output (HDMI)
3 video inputs
3 video outputs
4 video inputs
3 video outputs
4 HD Video Inputs
3 video outputs
- 4-way internal multipoint (SD) 4-way internal multipoint (HD) 4-way internal multipoint(HD)
Siren22 StereoSurround™ Siren22 StereoSurround™ Siren22 StereoSurround™ Siren22 StereoSurround™
H.323 and SIP support H.323, H.320 and SIP support H.323, H.320 and SIP support H.323, H.320 and SIP support
AES Encryption AES Encryption AES Encryption AES Encryption
Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery
People+Content & PPCIP People+Content & PPCIP People+Content & PPCIP People+Content & PPCIP
- - People On Content People On Content
HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array
- - Analog phone line for audio-only users Analog phone line for audio-only users
Integration with SoundStructure or
IP 7000
Integration with SoundStructure or
IP 7000
Integration with SoundStructure or
IP 7000
Integration with SoundStructure or
IP 7000
Polycom Touch Control Integration Polycom Touch Control Integration Polycom Touch Control Integration Polycom Touch Control Integration
Unified Communications
Portfolio Training Confidentiality level - C2
30 28 February 2013
> People and Content
– Standard’s based H.239 content sharing
– Show both the presenter and the presentation
– Content can be transmitted up to HD resolutions at 30 fps while
people video is at 1080p30 720p30/60
> People on Content
– Interactive presentation method
– User becomes part of the presentation using chroma-key
technology
– Can be seen by any make of video system – being sent as a
camera source
Flexible Content Sharing
Unified Communications
Portfolio Training Confidentiality level - C2
31 28 February 2013
Vodacom VMR Your very own… Meeting room… …in the Sky!
VMR is a subscription service that enables video and audio collaboration
from multiple endpoint devices simultaneously calling into a virtual meeting room located in the cloud.
It is designed to make multipoint video collaboration easy for individuals and
organisations.
What is Vodacom VMR?
Unified Communications
Portfolio Training Confidentiality level - C2
32 28 February 2013
CPE vs. Access Bandwidth Requirements VC Solution Type Access Medium Option VGA/PC
Bandwidth
Requirements
(Kbps)
VGA/PC
Bandwidth
Requirements
(Kbps)
SD Bandwidth Requirements (Kbps)
HD Bandwidth Requirements (Kbps)
Meeting Room Small Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
Meeting Room Medium Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
Meeting Room Large Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
Meeting Room
EXECUTIVE
Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
Meeting Room PREM
EXECUTIVE
Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
M100 Client/PC/
Notebook
Win XP/7
***
Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
ADSL(Best Effort) 256 384 Min 1Meg Min 2Meg
3G (Best Effort) 256 384 Min 1Meg Min 2Meg
VSAT 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
M500 Client/iPad/
Galaxy
***
Fibre 256 384 Min 1Meg Min 2Meg
MW 256 384 Min 1Meg Min 2Meg
ADSL(Best Effort) 256 384 Min 1Meg Min 2Meg
3G (Best Effort) 256 384 Min 1Meg Min 2Meg
VSAT 256 384 Min 1Meg Min 2Meg
Diginet 256 384 Min 1Meg Min 2Meg
Step 1 – Identify the “VC Solution type” customer requires
Step 2 – Indentify the associated “access medium” that
customer may have in place or requires. Fibre and MW
should be the recommended choice to Customers to
optimally support “Video Collaboration”.
Step 3 – Confirm if the customer meets minimum
requirements in terms of BW for his “VC Solution type” and
associated “Access medium”. Upgrade of existing
Customer BW may be required (Red indicates
recommended BW values). HD=2048k / SD=1024k / VGA
PC quality = 256, 384 / Audio = 64.
Step 4 – Repeat step 1-3 for each customer site taking into
consideration that Customers may require both Hard
Clients and Software clients. A single site may require more
than 1 VC endpoint including multiple VC clients. The BW
must be specified such that all endpoints have sufficient
BW to connect concurrently.
Unified Communications
Portfolio Training Confidentiality level - C2
33 28 February 2013
Virtual Meeting Room (VMR)
Standard Definition
VMR 4 +1
VMR 8 + 1
VMR 12 + 1
High Definition
VMR 4 +1
VMR 8 + 1
VMR 12 + 1
VGA
VMR 4 +1
VMR 8 + 1
VMR 12 + 1
Audio
VMR 4 +1
VMR 8 + 1
VMR 12 + 1
Unified Communications
Portfolio Training Confidentiality level - C2
34 28 February 2013
Key Building Blocks
Key building blocks for delivering
a successful cloud-based Video
Collaboration Strategy:
1. Network Infrastructure
• MPLS / QoS / Management / IP
Talk
2. Self-provisioned Access
• Fibre / Microwave
3. Mobile Network Infrastructure
• 3G / HSPA / LTE
4. Bridging platform
• Multi-tenancy / Open Standards
Vodacom
MPLS
Vodacom
3G
Video Collaboration Bridge
Video Collaboration Architecture
35 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Hosted Contact Centre
36 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
• BPeSA predicts that the contact centre sector will continue to grow in Gauteng at
between 9% and 14% to 2014.
• Statistics show that South Africa is a country of large call centres: the average
number of seats is 116, bigger than any European Union country.
• Gauteng is home to more than 70% of the country’s call centres and it is growing
all the time.
South African Market
Address the needs of
Small, Medium and
Large Enterprises
Vodacom has packaged solutions and commercial models to specifically
address the needs of South African companies.
Challenges:
Flexibility
Time to market
Access to technology
Capital outlay
Business Continuity
Specialised Skills
Transport
Rural Development
37 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
• Low Productivity
• Manual Processes
• Limited Reporting
• Very Low Flexibility
• Business Intelligence not Automated
• Lack of Business Intelligence
• Cost Per Minute or Cost Per Call.
• Call Types to Determine Your Cost Per Process
• Customer Intelligence
• Why and how often do customers contact the contact centre
• Why are customers happy/unhappy?
• What services are causing the most customer “pain”?
Day to Day Challenges
38 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Advantages
Time Deploy
Predictable costs
Flexibility
Business Continuity
Access to Technology
Economies of scale
Advantages
39 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Contact Centre Situation
T I M E
T R
A F
F I C
Call Volume
Staff
Wasted Agent
Capacity
Frustrated
Customers
40 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Contact Centre Situation
T I M E
T R
A F
F I C
Priority Routing
Offer Call Back
IVR Automation
Route other Channels
Outbound Campaigns
Extract from IVR
Back Office
Email…
Return Calls
Cross / Up Selling
Proactive Calls
41 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Product Model
> Packaged Contact Centre Solutions are provided to companies that have or will have a Contact
Centre
> The package includes:
• Communication (telephony + data)
• Contact Centre Solution Suite
• Storage Space/ Capacity
• Implementation, configuration and training
• Support & Maintenance
• Consulting services if required
• The solution will be hosted in Vodacom’s Data Centre and will be a fully managed service
• Monthly fee depending on the use and modules (minutes, GB, bandwidth, VOIP, agents
42 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Modules
Inbound
Outbound
Multimedia
Back office
Internet (Chat, Co-browsing)
Social Media
Intelligent Routing Recording
(Voice and Screen)
Quality
Workforce Management
Dynamic Scripting
Business Intelligence
PBX and Unified Comms
Professional Services
43 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Vodacom Case Study 1
• Woolworths Financial Services (Pty) Ltd – joint venture between Woolworths and
ABSA Bank
• Authorised financial service provider that supports Woolworths retail business by
providing in-store credit in the form of Woolworth Store Card offering value-
added services including credit cards, personal loans and short-term insurance
• 700 agents handling all calls for its in-store credit system and recently expanded
the business to include credit cards, personal loans, short term insurance and
life insurance linked to other products
Requirement
• Existing call centre which handles inbound and outbound calls to expand into
new premises
• Replace their aging telephony infrastructure
• Move offices and required minimal disruption before and after the move.
44 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Vodacom Case Study
Solution
• Rapid deployable, integrated and multifaceted systems serving 700 agents
• Dual fibre links
• VoIP Calls
• Inbound, outbound, recording, scripting, messaging, multimedia, reporting, IVR,
customer satisfaction survey and intelligent routing modules
Project Planning
• Installation was carefully planned and implemented in a phased manner
ensuring the call centre was never offline.
• Installation took place over 5 months from March to August 2011
Quoted by Andy Clark, Head of Transformation, COO, WFS
“VoIP is 20% cheaper than fixed line costs and operational costs have
decreased by 15%. We expect further reductions over time”
45 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Case Study 2
Industry
Improvements
Situation
Needs
Contact Centre
Outsourcer
Manual dialing
Not able to record vital information about the call
Lack of real time Management Tools
Leverage Existing infrastructure
Reduced investment and fast ROI
Embed business rules
Capture business information
Real time Monitors and Management Reports
Fast adaptation to business changes
Easy to use
Increase productivity & profitability
Solution
Presence Solution Suite
From 35 – 40 calls per agent / day to 200 calls per agent / day
Increase in collections from R1.2M to R34M per month
Automate Business intelligence
Fast and easy implementation of scripts + easy data capture
Real time Management (configuration and monitoring)
Rich Historical Data allows analysis and make decisions
Proactive Process adherence
ROI less than 1 Month
46 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Case Study 3
Industry
Improvements
Situation
Needs
Contact Centre
Outsourcer
Manual dialing
Not able to record vital information about the call
Lack of real time Management Tools
Leverage Existing infrastructure
Reduced investment and fast ROI
Real time Monitors and Mgmt Reports
Easy to use
Increase productivity & profitability
Solution
Presence Solution Suite
From 50 calls per agent / day to 90 calls per agent / day
42% increase in Sales
Variable after call work time
Business dash boarding
Profitability Analysis
Increase schedule adherence
Automate Business Intelligence
Dynamic Prioritization
Automate Supporting Processes
Scripting – Proactive Process adherence
BI within the call!
47 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Case Study 4 – Global Telco
Industry
Improvements Situation
Needs
Telecom
Cable Operator
Merge of many Cable Operators
CC Strategy:
Internal
Outsourced: On-Shore
Outsourced: Off-Shore
Thousands of seats
Normalize & Simplify environment
Fast Implementation & Fast Changes
Improve Quality & Customer Satisfaction
Minimize Resources – Increase Profits
Automate & integrate with Business apps.
Improve control on disperse environment
Solution
Welcome Desk Service:
With 40% less Personnel
40% more Productivity
Other Inbound Services:
75% of the callers identified automatically
Identify client: 20 sec. reduction
Transferred call: 30 sec. reduction
IR reduced AHT by 37.5 sec.
Blending: 25% productivity increase
FAX and Email: from 72 to 24 h
Automatic Call Back on congestion
Standardized Responses
Presence Solution Suite
48 28 February 2013 Confidentiality level - C2
Unified Communications
Portfolio Training
Thank You