voice modernization - genbin.genesys.com · –no load sharing pstn trunk facilities (pris)...
TRANSCRIPT
Voice – Your Main Channel
Based on:“Dimension Data 2016 global contact centrebenchmarking report”
voice is still the channel of choicehandling around 68% of customer contact with social media holding a surprisingly meagre 2.7%
SIP Migration is NOT SIMPLE
SIP Migration is complex task and requires integration of
many components and technologies in various locations
One Voice – A Complete SIP Solution
One-Stop-Shop for all the components, support and services
End-to-end synergistic solution
Advanced and unique voice services
End-to-end turnkey solution, tested and verified, consists of all the hardware, software and services suite, all working seamlessly together
One Voice for Genesys – A Complete SIP Solution for Genesys SIPContact Centers
Typical Solution Deployment
Media GW
MediaServer
SIPServer
GVP
Fro
nt-
End
Vo
ice
LAN
SEM
Back-End LAN
CX PlatformComponents
Firewall
IP Phones
EMS
Centralized VoiceManagement &
Monitoring
SBC/GW
Bra
nch
LA
N
IP Phones
Analog Phones
BranchComponents
Service ProviderPSTN
Service ProviderSIP
PrivateWAN
Internet
Data Center Branches
Remote Agents
Web Customers
IP Phone
SW SBC
IP-PBX
DMZ DMZ
Plan & Design the Best SIP Migration Process
80% of implementations delays are caused by network problems
Migration to a SIP contact
center is a complex task with
high risk that requires significant
time and resources
Set of testing and analyzing tools together with a dedicated expertise team
Investigate the current network design and readiness for SIP migration
Plan and design smooth, quick and reliable migration with minimum risk
Ensure the project successfulness, reduce time to market, and increase the customer satisfaction
Genesys Network Readiness Assessment (GNRA)
Genesys IP Phone Line
Agent Login / Logout from phone With Not Ready Reason Code Support
Synchronization of state with SIP Server
Third party call control (3pcc) for answer and hold Remote Answer support (“talk” and “hold” events)
SIP Business Continuity & HA Support Dual SIP Registration
Handset Monitor Supervisor can listen in to call via Handset
On Phone Greeting Multiple Agents using Phone can each record their own greeting to be
played to callers at beginning of each call
Genesys Agent Statistics on Phone LCD (*roadmap)
via Web Services Interface to Genesys Stat Server
IP Phone Manager
Full lifecycle IP Phones operation (Install, Manage, Fix)
Zero Touch predefined rollout
Integrated with SEM for QoEreporting
Create configuration templates
Location based management
Upgrade and configuration update management
Intelligent dash-board
EndPoint Selection
• When to select IP Phone device?• Require immunity from PC restarts and CPU Starvation• Require 5x9s availability and immunity to power
outage • Require minimal risk
• Key differentiator for Genesys IP Phone devices – IP Phone Manager
• Status - Day 2 Visibility provides population status at a Glance
• Management - Logical Groups (Regions) with customized set of visible parameters makes moves and changes easy
• Solution Integration – With SBCs and Voice Quality Management, single vendor support, pre-integration
MSFT requires IP phone device for voice quality SLA
Quick and Easy installation with a Configuration Wizard Get your SBC up and running in less than 5 minutes!
Desktop tool used for fast creation of SBC configuration based on user selection of PBX model and SIP trunk service
The wizard leverages AudioCodes interop data base
Interconnectivity between 80 service provider SIP trunk services and over 30 IP-PBX models
Updates automatically with new PBX models and SIP trunks from the cloud
Centralized Management and Monitoring Applications Full coverage of the entire set of actions required to manage the voice network
Real-time monitoring of the entire VoIP network’s quality
Synergetic process from detection-to-correction based on integrated framework
Software based component that can run on industry standard physical servers or in a virtual machine
SEM – Session Experience Manager
VoIP Network QoE monitoring and troubleshooting application
EMS – Element Management System
Centralized management of AudioCodes products portfolio
Modernize Your UC Infrastructure with SfB
Hybrid
Online
On premises
• Users homed online and PSTN service provided by Microsoft (using AudioCodes CCE or locally (with AudioCodes CloudBond)
Network Cost Reduction with VoIPerfect™ Technology
Contact centers expend huge amounts of money in order to maintain MPLS networks between the data centers and the branches
The average MPLS cost per voice channel is $30/month
Reduce voice bandwidth and cost over MPLS network and enhance voice quality
Leverage the low cost unmanaged Internet and maintain high voice quality
more than
50%cost
reduction
VoIPerfect™ Cost Reduction Example
Data Center
Branch – Site A
MPLS
$360,000 annual cost
Branch – Site B
Data Center
Branch – Site A
MPLS
Branch – Site BInternet
$156,000 annual cost
More than 56% Annual Cost Saving
site A located in a region with low quality internet access
All sites using MPLS
site B located in a region with good quality internet access
Move site A to VoIPerfect over MPLS and reduce
bandwidth and cost
Reduce Cost with VoIPerfect
Move site B to VoIPerfect over open internet
Modernize Your Voice Network with WebRTC• WebRTC transforms web browsers into powerful multi media communication tools• Brings new exciting capabilities to contact centers and Enterprises
• Click to call (also on SaaS apps)• WEB-only agent• Desktop sharing
• Genesys SBC provides:• WebRTC to SIP• Security• Opus (WebRTC HD codec)
transcoding
more than
1,000,000Contact Center Portsdeployed
#2 market share
in VoIP Gateways
over
10 millionVoIP GW PortsInstalled in the last 5 years
23 Yearsof operationsNasdaq May 1999
700Employees
Worldwide
Top 3 leading market
share in
Enterprise SBC
66 of top 100 Service Providers &
50 of Fortune 100 Enterprises
use AudioCodes technology
operating in
100+countries
Leading Provider of
Converged Business Voice Solutions
About AudioCodes
AudioCodes and Genesys
More than 7 years of successful and close relationship with 100s of joint customers
“There is a network readiness assessment that AudioCodes has
partnered with Genesys, and we were able to leverage that
opportunity to help assess our network and build it correctly in
Amsterdam. By doing so, we found some issues within our
environment that we were not aware of, as it was a new
deployment, so we were able to avoid any production impact by
finding those before we actually routed live production calls.”
Elizabeth GottoSenior VP, Ticketmaster
NVE – Who we are
NV Energy has served citizens in Nevada for 150 years,providing electricity and natural gas services.
With a staff of 2500 employees, NVE provides services to more than 1.3 million customers, and nearly 40 million tourists annually in a service area of nearly 46,000 square miles.
Initial Network StateTwo separate Contact Center Systems
– Second from acquisition
– Two separate agent pools
– No load sharing
PSTN Trunk Facilities (PRIs)
– Incoming PRIs sized to meet Busy Hour/Busy Day requirements
– Additional PRIs to Portland BPO
Expensive Capacity
Little Flexibility
Cost Savings
Greater Efficiency
– 1 Agent Pool vs 2 allows higher occupancy
Monthly Savings
in Trunking of 39%
Lower SIP Circuit Costs
– Negotiation via competitive RFP yielded up to 60% savings relative to historical PRI costs.
SIP Trunk “Bursting” Capability
– No longer need to provision for Peak Load
– Base Capacity Commitment of < 50% of Peak
– Usage Based Pricing for Excess
Network Flexibility
Two Pools To One
– Single ACD with all Services
– Las Vegas Primary Site• Service Provider delivers to Las Vegas,
with overflow capacity going to Reno
• All Traffic to Reno if Las Vegas fails, either via SBC-SBC or from Service Provider if entire Site is down
– Reno = Overflow & Disaster Recovery
No longer constrained by Point-to-Point Facilities
SBC Selection
Issued RFP for SBC– AudioCodes SBC had lower cost, but still all required functionality– Single vendor support with Phones and Voice Quality Management was also attractive – Integration confidence from Genesys OEMing Solution and using in Production Test
AudioCodes Mediant 4000 Discovered with use how easy configuration is– Make periodic routing changes for Disaster
Recovery and other testing– Intuitive Interface makes changes easy to
make and understand
Ease of Use Relative to Competitors
is a Common Observation
Network Assessment• Network Team Confident of
Network Configuration– Adequate bandwidth provided
It’s not really Ready until it’s Proven Ready
• Genesys Network Voice Readiness Assessment– Production level traffic on Production Network– VQ data pulled from SBCs & Phones under test– Despite assurances, QoS issues were discovered– A second test was done to validate resolution
• VoIP Introduction Very Visible– Network Performance Critical, but never tested
– Bandwidth alone not enough – eg QoS/Router Settings etc.
– “Should be good to go” not good enough!
The One Voice Solution – It’s Better Together
Integration from Operations perspective key factor in NV Energy selection
– Genesys Integration– Single Vendor Support– Integrated Management Suite– Single Technology
Differentiating design synergies are even more important– Work at Home Agents are a great example– Solution level Functionality requires coordinated contributions
from multiple network elements (SBC, IPP, EMS, SEM)