For Oracle employees and authorized partners only. Do not distribute to third parties. © 2008 Oracle Corporation – Proprietary and Confidential.

For Oracle employees and authorized partners only. Do not distribute to third parties. © 2008 Oracle Corporation – Proprietary and Confidential


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Title of Presentation

Presenter’s NamePresenter’s Title

Hosted Contact Center SolutionsSeparating Truth vs. FictionCOD Partner Meeting April 30, 2010

Jeffrey KirshCOD Enablement Program


Agenda

● Value Proposition for Hosted● Telephony● Architecture● Hosting Facility● Case Study● Q & A/Comments


Purpose

The purpose of this presentation is to educate and inform our Oracle partner community about the horizontal Hosted Telephony market, it's key values and benefits as well as to dispel any myths or pre-conceptions about this industry.


Hosted Call Center Value Proposition


Myth: Hosting is only for small Call Centers

Facts:

1. Not any more

2. Contact center hosting started as carrier-based more than 20 years ago; it has evolved to full-featured ACDs, CTI and intelligent IVR

3. Majority of implementations are replacements of premise-based systems

4. Small contact centers with fewer than 20 agents are also buying

5. We're seeing demand from companies who have been through the acquisition process as well as firms who have a need to consolidate different solutions across their environments

Myth: Hosted contact center solutions are functionally inadequate


:

Facts:

1. Not all hosted contact center solutions are functionally equal

2. Hosted offerings are as diverse as premise-based solutions

3. Contact center hosting vendors are investing heavily and rapidly in architectural and functional enhancements

4. Hosted vendors such as Oracle are releasing new functionality more frequently than premise-based providers

5. Features available with hosted that are not available in On Premise

Myth: Hosted contact center solutions are inflexible and not customizable


:

Facts:

1.The opposite is true; hosted providers are hungrier & more willing to customize

2. Most hosted providers are willing to “do what it takes” to win a deal

3. Hosting vendors are willing to do customized modifications and integrations

4. Many hosting vendors are very good at supporting dynamic businesses with frequently changing requirements

5. Hosted solutions are designed to scale up and down easily, quickly and cost effectively

6. Many hosted solutions are designed to handle virtual and geographically dispersed locations

7. Hosting vendors do not lock in customers; satisfaction & loyalty are earned monthly

Myth: Hosted contact center implementations & integrations are more difficult than premise-based initiatives


:

Facts:

1. Hosting vendors are paid only when their solutions are used; they are highly incented to get customers up & running quickly

2. Many hosting vendors and/or their partners have standard & very reasonable prices for integrations & implementations

3. Many hosting vendors allow users to distribute start-up & implementation costs over the life of the contract

4. Architecture of some hosted contact center offerings is much newer, more open & flexible than older premise-based solutions, making them easier to integrate

5. Hosting vendors are partnering with leading contact center integration and implementation specialists

Myth: Hosting has a higher total cost of ownership than premise-based solutions


:

Facts:

1. If you change, enhance, upgrade & optimize frequently, hosting will likely be less expensive over a 3-to 4-year period

2. Hosting vendors are making a major effort to keep their integration and implementation costs low

3. Hosting reduces IT support costs; eliminates need for IT staff and related management overhead (indirect cost allocations)

4. Hosting eliminates hidden support costs that are generally not counted, e.g., data center real estate (for servers), cooling costs, systems administration, database administration, help desk, PBX systems, etc.

5. Hosted model allows contact centers to adopt new features rapidly without additional license fees and internal/external upgrade charges


Hosted Contact Center Infrastructure Market Projections, 2010 –2012


Case Study: Insurance Provider

Company Overview: Based in New Orleans, Pan-American Life has been doing business in the United States for more than 95 years. Their success in Latin America extends to the niche Hispanic market in the United States. Pan-American Life Insurance Company of Puerto Rico is a leader in providing life and health insurance policies in the region.

Challenges:

• Current On Premise customer who's business model had changed• Needed more flexibility• Lower costs• 25% of agents working from home• Improve Customer Service by reducing intelligent call distribution routing• Required to provide 100% recording.• More sophisticated ACD call routing along with multi-channel capabilities


Case Study: The Solution (Pilot)

Started with a pilot at existing site

– Possible because of flexible deployment options.

◦ No additional hardware required

◦ Utilized existing PBX for voice path

– Able to go from planning to production in 6 weeks!

– 15 Agents for an internal facing application

◦ 150 –200 Calls per day


Case Study: Architecture

• PSTN utilized for customer and agent connection

• COD offers shared or private dedicated access

• Remote agents supported via POTS lines

• Remote offices supported via Direct Inward Dialing (DID) or Virtual Private Networks (VPN)

• Supports UFP/ITFS & International

Agents


Case Study: Austin Hosting Facility

• Data Center• State-of-the-Art, Disaster-Tolerant Texas

facility• Manmade & Natural Disaster Resilient • Redundant Power, UPS &Generator • Multiple Layered Secure • BGP IP Access with 4 Backbone Providers

• Voice Network

• Diverse Multi-Carrier 8XX/LD/Local Access • TDM & VoIP egress and regress • 100% Soft Switch Architecture • Emergency Rerouting & Deflection

• Data Network– Diverse BGP Connections– Redundant Fully Meshed

Routers/Switches– Multi Level Firewall Zoning – VLAN Voice & Data Isolation– BIG IP Load balancing

• Server Architecture – Utilize Sun/Dell/HP/IBM Blade

Servers – Clustering Used for high-

availability

- NET APP Filer for storage



• Solution live in less than 90 days. Customer projected 2yr rollout for a new premise based solution using internal resources.

• Successfully handled over 1 million calls in 4 months.

• 3 year TCO analysis by the customer projects hosted to be 30k lower than equivalent premise solution.

• Higher customer satisfaction –calls are answered faster by an agent with the proper skill.

– IVR and workgroup scoring determines call routing

– More granular configuration for ACD skills than previous system.

– Advanced screen pop to reduce call handling time.

– Host of reports to provide real time and historical call center statistics KPI's


Conclusion

• Multi-Tenant hosted telephony solutions are a viable alternative for virtually all types of call center environments

• Several misconceptions exist around hosted vs. OnPremise solutions

• Oracle's Contact On Demand offers your customers a single, multi-channel application that can save them money, increase key call center metrics and can be in production in less than 6 weeks.

• Although more and more vendors and software providers are entering this market, remember that Oracle has the best of breed solutions for this market. COD integrates Out-Of-The-Box with CRM On Demand. • Look for opportunities to sell Contact On Demand & remember that we are here to help you!



Questions/Comments?


For Oracle employees and authorized partners only. Do not distribute to third parties. © 2008 Oracle Corporation – Proprietary and Confidential.

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