Lead more Capitalizing on the convergence of cloud, contact center, CEBP and unified communication December 1, 2010 Dennis Menard CTO, ComputerTalk
Lead more
Capitalizing on the convergence of cloud, contact center, CEBP and unified communication
December 1, 2010
Dennis Menard
CTO, ComputerTalk
Agenda
1. About ComputerTalk
2. Overcoming UC Roadblocks
3. Cloud Contact Center
• Case Study – Federal, Ontario, Quebec governments
• Case Study – City of Montreal
4. Using Automation to Improve Efficiency
• Case Study – City of Toronto
5. A UC Strategy for Public Sector
• Case Study – Government of New Brunswick
• Case Study – Peel Region
• Case Study – PDX – Fort Worth Texas
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3
Some brand name clients
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Some public sector clients
ComputerTalk and cloud contact center (CCC)
1. ComputerTalk Established in 1987 – Pioneer of IVR Solutions
2. First premise based ICE Call Centers deployed in 1994
3. Bell Canada became first distributer of ICE in 1995
4. First deployment of hosting call center in 1996
5. UK operation - sales, delivery, support – since 1999
6. All-in-one ice contact center released in 2000
7. VOR of Ontario Government for CCC since 2002
8. Microsoft certified independent software vendor (ISV) in 2004
9. “VOR” of Government of Canada for CCC since 2006
10. VOR of Quebec Government for CCC since 2008
11. Earned Microsoft Gold Partner certification in 2009
12. TELUS becomes our premier strategic partner in 2010
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PBX
Challenges :
1. Multiple vendors to manage
2. Multiple points of administration,
reporting and monitoring
3. Finger pointing between vendors
when things go wrong
4. High dependency on in-house
expertise
5. Often major components are not
available (i.e. Centrex ACD) or
expensive to integrate (i.e. call
recording, WFM)
6. No wonder its hard to figure out a
UC strategy!
7. CEBP – forget it!
This is called “Best“ of Breed
Common Roadblocks for UC adoption
TIP #1 – Work out a migration
strategy for your contact center
5. 24 x 7 help desk
Why you should consider a cloud based contact center
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Features Benefits
1. All-in-one bundled service a) Pay as you Go
b) Easy to procure add-ons/best value for money
c) Single vendor to manage/no finger pointing
2. PBX Agnostic/ Centrex
compatible
a) Keep your PBX investment including telephone sets
b) Works with major carriers’ TDM and SIP networks
c) No restriction on future PBX replacement
3. Software – only deployment a) Fast deployment
b) Reduce infrastructure costs
c) Anywhere access
4. Fixed monthly recurring
expense
a) OpEX $ easy to predict/budget
b) No depreciation
c) Reduce Infrastructure costs
a) We do it all for you!
b) Reduce training and staff turnover costs
c) IT Staff not dedicated
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Call
Recording
Predictive
Dialing
Progressive
DialingPreview Dialing
Work Force
Management
(WFM)
Skills based
RoutingSurvey Contact Center Universal Queuing CTI
CRM Screen
Pop
Quality
MonitoringIVR Speech IVR
Scheduled
Callbacks
Web Call Back
Inbound
Outbound
Blending
Conditional Call
RoutingWeb Chat queuing Speech Attendant
Customer
Database
Access
Call/Screen
Transfer
Remote
AgentsEmail queuing
Unified
Messaging
Outbound IVR Virtual Hold
Estimated Wait
Time and Position
in Queue
Microsoft
Interoperability
Suite
Automated
Outbound
Notification
ice All-in-One, Cloud-based Contact Center
Case Study - Federal, Ontario, Quebec Governments
Challenges:
1. Each is composed of multiple Ministries and Agencies
2. Autonomy is important for each Ministry
3. Standardization is important for IT group (PWGSC, Service Ontario, CSPQ )
4. PWGSC did not want to have to commit to long term contract for their clients
5. SO wanted high degree of customization (IVR self service) for their clients
6. CSPQ wanted to lower their costs vs Cisco based IPCC for their clients
7. No improvements in Centrex ACD for 15 years
8. Delay and expense of MACs
9. Long lead time required for custom reports
10. Did not want to use IP phone sets/like reliability of Centrex lines
11. Security and Privacy is a major concern
12. Needed ability to scale from 10 seats to 600 seats
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Case Study - Federal, Ontario, Quebec Governments
Solution:
1. Cloud based ice contact center powered by Microsoft Windows and SQL Server
2. Works with existing Centrex lines and PBX phones
3. Multi-tenant capability provides autonomy – admin, monitoring, reporting
4. Each client can do their own MACs instantly
5. Security – TLS, two level authentication, password encryption,
6. Privacy - private DB for each client, all data stays within Canada
7. Custom IVR apps delivered as part of solution
8. Flexible pay as you go (monthly) billing for PWGSC
9. Simple billing model – fixed monthly fee per seat (concurrent) plus one-time set up fee
10. Supports multiple agent locations within one Ministry and home agents
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Case Study - Federal, Ontario, Quebec Governments
Results – Federal Government
1. Centrex ACD replacement and enhancement
2. Heritage Canada and Health Canada were trial customers
3. 11 more Federal Ministries signed up for cloud based ice contact center – no RFP
4. 2 more were required to go RFP – we won anyway
5. 4 more premised based ice contact centers
6. TOTAL 15 Ministry ice cloud deployments in18 months, 4 premise based ice deployments
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Results – Quebec Government
1. 4 Ministries and agencies
2. Cisco IPCC replacement
3. Largest client 300 seats.
Case Study - Federal, Ontario, Quebec Governments
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Results – Ontario Government
1. 20 Ministries and agencies
2. Over 70 distinct applications built
3. Successful deployments with diverse PBX environment: Nortel, Avaya, Centrex
4. Several Ministries have agents in multiple sites
5. Clients include Transportation, Social Services, Revenue , Justice
August 2010: Residential Tenancy Branch
First BC Government ice cloud deployment
Case Study: City of Montreal
Challenges:
1. Amalgamation - 32 distinct boroughs and linked cities
2. Diverse telecom and IT infrastructures
3. Political interest in making amalgamated city appear working together
4. Expensive/slow to make moves/adds/changes
5. High dependency on third parties to support diverse systems
Solution:
1. 311 Single Point of Contact call answering
2. Cloud contact center – 110 total agents in multiple locations
3. Voice user interface (VUI) allows caller to connect with right resource quickly
4. Fast solution deployment – 3 months
5. Replacement of Cisco IPCC solution
6. All-in-one ice solution provides end-to-end tracking and reporting of calls
(i.e. IVR+ACD combined)
High profile achievement
over 1,000,000 calls
handled last year
Using automation to improve efficiency
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Life on ice
Education Vertical
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Student Absentee Notification
Homework Notification
Supply Teacher Notification / Inquiry
Parent Attendance Notification
Permit/Facilities Bookings
Course Registration
FAQ’s/Event Notification
Caller Surveys
Contact Centre
UC for School Boards & Universities
Utility Vertical
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Meter Reading / Reporting Services
Service Enablement / Disconnect
Emergency / Event Notification
Water Boil Advisory
Proactive Power Outage
Billing & Account Inquiry Automation
Outbound Bill Reminder/Collection
Service Reporting
Speech Enabled Auto Attendant
Contact Center
Public Sector Vertical
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Municipal, Government Applications
Non-Emergency Reporting - 311 (211/511/711)
Emergency / Event Notification
Building and Safety Inspection Booking
Transportation
Centrex - Enhanced Per Agent Service
Parking Ticket Payment
Social Assistance Payments
Water Meter Reading
Customer Surveys
FAQ’s
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Healthcare Vertical
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Patient reminders of their upcoming appointments
Proactive notification
Over-due payments reminder
Emergency notifications for first line responders
Speech enabled auto attendant to reach patients/
staff
Financial Vertical
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Credit Card Inquiry
Pin personalization (MasterCard)
Card Activation
Address Change
Outbound IVR
Phone-in Status of Applications
Account Inquiries
Rate Information
Mutual Funds Information
Site Locator
Say-my-name (speech directory)
Telephone Banking
Challenges:
1. Water Meter reading & Parking Tickets
2. The existing parking ticket IVR was end of life and no support and few replacement
parts for the hardware, the City was in jeopardy of losing this service channel
3. Extensive manpower required to manually collect water readings
Case Study – City of Toronto
Revenue Services
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Solution:
1. Custom built IVR application – part of ice all-in-one product suite
2. Improved line utilization, sharing lines between the applications to reduce costs but
still service the complete call volume
3. Extensive manpower cost reductions by reducing number of annual visits to each
residence
Case Study – City of Toronto
Building Services
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The Solution
1. IVR with faxback and email so forms can be dispatched electronically
2. Utilizing Speech Recognition for improved user experience
3. Ability to book an inspection 24/7 with the automated system
4. Often construction project completed on the weekend or after hours,
5. City was able to fulfill their commitment to inspect within two business days
6. Improved service to the residents, they can now obtain results and reports instantly via e-mail or fax
to improve turn around on moving from one building phase to another
The Challenges
1. Scheduling Building Inspections and getting results and reports
2. Existing process - residents called one of four different legacy phone numbers
3. Based on old City divisions before amalgamation to book inspections
4. Frustrating for residents and logistically challenging for the City
5. The process for a resident to find out the results after an inspection and get a copy of the report
typically meant an onsite visit to City Hall or wait for the report to be mailed.
Communications-Enabled Business Processes
• Integrating communications into applications to optimize
business processes
A UC Strategy for Public Sector
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Business Processes
Communications
Applications
CEBP
Users can access communications capabilities like IM/presence, click-to-call from within the business applications that they are familiar with
Case Studies:1. Government of New Brunswick2. Peel Region3. PDX
Unified Communications Workloads
Challenge
1. Official languages act requires citizens to be serviced in either French or English.
2. Problems with current hosted voice mail service from the carrier:
• Only allows one active greeting per mailbox
• No hierarchy of department greeting and personal greeting
• No zero out to attendant at the department level
• Hosted voice mail service is expensive (approx $3 per mailbox x 10,000 users per month)
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Case Study – Province of New Brunswick
Solution
1. Exchange 2010 UM with custom built UCMA adaptation
2. Completely transparent to callers
3. Users receive voice mail as email in Outlook.
4. Users record English greeting and French greeting or use default greetings recorded in each
language over phone
5. Administrators configure department greetings and attendants through web interface
TIP #2 - Exchange UM eliminates hosted voice mail
services and replaces existing voice mail. 1. Free speech attendant
2. Customizable through UCMA interface
Unified Messaging With Exchange UM
PLAY BACK VOICE MAIL ON ANY PHONE
LISTEN TO VOICEMAIL THROUGH THE PC
RELEVANT CONTACT INFORMATION IS EMBEDDED
FROM CONTACTS
TAKE NOTES WHILE LISTENTING TO VOICEMAIL
TRACK MISSED CALLS THAT DON”T LEAVE VOICEMAIL
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The Challenge
1. Peel provides an IVR service (TransHelp) for physically disadvantaged citizens to
• confirm or delete their rides, and
• check their account balance
2. Interacts with Trapeze booking and scheduling application.
3. Obsolete - Peel can no longer get a support contract from the manufacturer (Intervoice)
4. Does not allow Peel to make any software changes
5. Peel is concerned about hardware failure that could impact this important service
6. Want to add new functionality themselves (example: ability to schedule and book rides)
7. Peel want to leverage their investment in Microsoft OCS
8. Pilot a Microsoft voice application in a production environment
Case Study – Peel Region
The Solution
1. Peel engaged ComputerTalk Consulting
2. ComputerTalk authoured a report for Peel to recommend an IVR and UC strategy
based on Microsoft OCS
3. Peel chose ComputerTallk.
• Develop new TransHelp IVR application with ride booking (UCMA based)
• Facilitate knowledge transfer so Peel learns how to support application themselves
• Facilitate developer training so Peel can create their own UCMA based applications
What is UCMA?
• UCMA is an SDK that allows developers to implement communication- and collaboration-
enabled services against Office Communications Server 2007 R2 and Lync:
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Case Study – Peel Region
TIP #3: Very unique Microsoft licensing policy makes UCMA a
virtually free IVR and speech IVR platform for external callers.
The Challenge
1. PDX provides pharmaceutical fulfillment software to pharmacies in US and Canada
2. Launching a new product that will generate a lot more activity/interest
3. Need to ramp up contact center:
• Reports, quality monitoring, call recording, multi-channel (chat, email)
• Dynamics CRM deployment
• Double number of agents to 60
• Expert Assistance
4. Current Avaya PBX is old and upgrade path is expensive
5. Currently uses OCS R2 for IM, Presence, Voice and Conferencing
Case Study – PDX in Forth Worth Texas
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The Solution
1. Premise based ice contact center working with Microsoft Lync
2. Total displacement of Avaya PBX in Q1 2011.
3. Dynamics CRM screen pop and unified reporting
4. Exchange 2010 UM for voice mail and speech attendant
5. SoftPhone using Lync Communicator
6. All user communication handled through Lync Communicator and Microsoft Outlook.
PDX works with 10,000 retail
pharmacies serving over 60
million patients
PDX Configuration
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TIP #4: Start a VoIP pilot
project in 2011
Call to Action
Questions – Demo - Information – Discussions
Phone Me
E-mail Me
Lync Me
Meet Me
• (800) 410-1051
• (647) 244-1335
• sip::[email protected]
• At exhibition tables today!
www.Computer-Talk.com
Thank-you
Extra Slides
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What ‘s included in cloud based contact center?
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Typical Standard Package Premium Options
1. ACD/Skills based routing for voice calls• e-mail, web chat, voice mail in queue,
video, fax
2. Auto-attendant and conditional call routing
with unlimited prompting/messaging
• IVR with database dip
• Speech IVR
• Speech attendant
3. Supervisor Quality Monitoring:
• Real-time queue and agent monitoring
• Silent monitoring
• Call recording with evaluation form
• Workforce Management/Optimization
• Bulk call recording
• Caller survey
4. Outbound call tracking; Click to Call • Preview, Progressive, Predictive dialing
5. Extensive cradle to grave reporting (over
100 standard reports) • Custom report accessibility
6. Agent tool bar with call detail display and
real-time queue status
• CRM screen pop, Call/screen
synchronized transfer
7. Remote/home agents and branch offices • Personal voice mail
8. Cost of transporting calls between hosting
center and your sites(s) is included in fixed
monthly fee.
• Microsoft Interoperability Suite:
Lync, OCS, Dynamics CRM,
SharePoint, Exchange, Office, CCF
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Microsoft Interoperability Suite
Customer Care FrameworkUnified agent desktop
Collaborative browsing
Automates workflow
SharePoint
Expert Assist, Dashboards, Screen-
pop, Click to callback/chat/email
Dynamics CRMSelf-Service, Conditional Call
Routing, Screen-pop,
Coordinated Call/Screen
transfer, Unified Reporting
Lync and Office Communication
ServerSoftware powered VOIP,
IM queuing, IM self-service
Office
ApplicationsEmbedded toolbar in
Office applications
ExchangeE-mail routing, queuing and
management
Customer premise
Microsoft suite
ice cloud contact
center
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voice example
email example
IM/Chat example
You’re In Charge
All-in-One, Unified Administration
iceAlert – outbound notification and appointment reminder
The iceAlert notification system delivers important, time-sensitive information to thousands of people at the touch of a button.
Dispatch emergency broadcasts, alerts or notifications through telephone, SMS and email.
Remind your clients of upcoming appointments and overdue collections.
Survey important patrons about the quality of service they were provided.
Improve communications, lower costs and increase efficiency
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The challenges
1. Missed appointments cost money
2. Equipment and specialists time are wasted
3. Patients often forget to attend appointment if they are not reminded
4. Patients may be required to follow instruction before their appointment (ie fasting)
5. Up to 2,000 appointment reminder calls per month initially
* 1 standard message template
* English Only
* Up to 40 visit instructions
Case Study – Alberta Health Services
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The Solution 1. iceAlert cloud based appointment reminder service
2. TTS message plays back visit instructions
3. Phones/emails/IMs patients 2 days prior to their appointment
4. Patients have option to confirm or cancel
Is UC good for Government?
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People Drive Business OutcomesAmplify the impact of people to empower your organization
Improve Citizens
Experience
Drive Innovation
Improve Operations
Build Partner/Vendor
Connections
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The Nature of Work Is Changing
Source: Gartner
0
20
40
60
80
100%
2000 2005 2010
Different time, different place
Same time,different place
Same time,same place
Working alone
Work Styles
Percentage of work product that willdepend ongroup input
Presence, Instant Messaging & Telephony
PRESENCE INDICATORS INDICATE REAL-TIME
AVAILABILITY