How SIP Delivers Your Next- Generation Customer Service Platform
May 20, 2015
How SIP Delivers Your Next-Generation Customer Service Platform
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Keith PearceVP of Solution Marketing
Genesys @pistolprce
Keith DawsonPrincipal Analyst,
Customer Experience & InteractionOvum
@keithdawson
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.3
Focus Points
Call routing is changing – rapidly: SIP/IP, multichannel, cross-channel
What mid-sized enterprises need from a next-generation switch is different from the previous versions
Why should you consider SIP? Where are you on the switching maturity ladder?
How should a firm future-proof their call handling, given the dramatic changes that are taking place?
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.4
The changing switch landscape
TDM
1990s
IP
2000s
SIP
2010s
Legacy PBX/ACDs
Expensive, proprietary and complex
First-gen switches also largely proprietary
Needed to perform in hybrid environments
Truly open standard
Better multimedia handling
Interaction control through software
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.5
25%of consumers use
1 or 2 channels
52%of consumers use
3 or 4 channels
22% of consumers use
5 or more channels
3 channels 4 channels 5 or more channels1 channel 2 channels
N=8,000
74% use at least3 channels
Source: Ovum
Customers demand additional channels
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.6
Source: Ovum
Spending on call routing is shifting…
2011 2012 2013 2014 2015 2016$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
$4,000
Inbound Software
Inbound Hardware
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.7
Rising value of IP technologies
Bu
sin
ess
Val
ue
Customer and agent
Holistic contact center view
Reduced telephony charges
Reduced equipment & infrastructure costs
• Multimedia• Presence• Enterprise wide
interaction routing
Time
Network ApplicationsEndpoints
Enterprise Contact Center
IP-Centric Enterprise
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.8
Enterprise journey to modern call routing
Source: Ovum
Impact
Time
• Standard PBX as combination enterprise telecom and contact center tool
• Contact center is reactive to customer inquiries
Triage/Startup Phase
• Standalone TDM ACD
• Center begins to institute processes for effective routing and operational efficiency
• Tools are usually proprietary and hard to integrate
Traditional Phase
• First dip into IP/TDM hybrids
• Businesses look to IP to start looking at non-voice channels (chat & email)
• Awareness of the post-CTI need for better integrations between switch and apps
• Start of transition to open standards
Hybridization Phase
• Emergence of SIP call routing tools
• Better integration with enterprise software apps
• Better scalability and reliability
• Enterprise begins to use call/contact handling as a competitive differentiator
Differentiation Phase
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.9
Why SIP? Why Now?
Cost savings in network operations, reduced trunks
Ability to integrate corporate and contact center applications
Native support for diverse interactions, including collaborative multichannel apps, customer mobility, virtual operations, outage routing
SIP call handling extends past voice: chat, video, enterprise communications
Reduced disruption from cross-platform integrations
Insurance against vendor consolidations and legacy roadmap confusion
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.10
SIP solution to legacy ACD/PBX issues
Capacity
• Quicker time to deployment (for install and upgrades
• Grow CC without continuing investment in legacy switch
• Reallocate agent capacity to other enterprise uses
• Add new media types/channels
• Extend customer service into branch & back office
Stability
• Migrate agents off legacy platform• CC agents put
great demands on PBX
• Always-on during business hours
• Enterprise users see greater platform stability when CC agents are moved to SIP
• Less demanding usage and feature requirements outside the CC
Future Roadmap
• Address current concerns with a future-proof solution• Highly scalable• Multimedia-ready
• Voice• Video• IM/Chat
• Support for Enterprise-wide Customer Service• Cost-efficient for
mobile workers and customers
• Branch and back office extensions
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.11
Weighing the options
What are your realistic growth / change expectations?Over how long a period of time?
Will you be expanding your contact handling capacity within the buying period?
Sharp swings in volume Long-term (permanent) expansion or
short-term needs
What are the current and future expectations for contact channel management?
Social media integration Digital/web channels Cross-channel interactions Advanced self-service Customer or agent mobility
What plans are already underway (or planned) for customer-related enterprise software that needs integration?
What silos exist that can/should be integrated?
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.12
Take-aways
Customers are demanding multichannel contacts – straining at the capabilities of legacy switches
TDM and hybrid IP/TDM do not provide sufficiently robust features or future-proofing
Enterprises need open systems like SIP to provide flexibility in the choice of applications and components
Legacy switching is reaching end-of-life as the market reaches a once-a-generation transformation
If service delivery and customer experience are critical differentiators for an enterprise, openness and flexibility are essential
The Next-Gen Customer Service Platform from GenesysKeith PearceVice President, Solution Marketing, Genesys @pistolprce
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
One to One Delivers Engaged Customers
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Genesys Platform Enables One to One
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
Three Primary Arguments For SIP
1Focus onSERVICE VIRTUALISATIONDevelop a customer management system that ignores geographical and organisational boundaries.
2Focus onANY CHANNEL ANYTIMEEnsure your technology can seamlessly support any access channel at any time with context.
3Focus onA LOWER TCOImplement a standards based, software-only approach that provides flexibility for the future
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
An Evolutionary Approach
Conversation
Consolidation / Standardization
Centralization
Cloud & SaaS
Disparateplatforms &applications
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
PBX
SIP Infrastructure Transformation
CTI RoutingSIP
Transformation
PBX
ACD
Contact Center
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Enterprise-wide Unified Agent Pool
SIPCommunications
Server
OutsourcersRemote Agents
Knowledge Workers
Across Enterprise via UC
Branch, Retail, Field Workers
Contact Center
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20
Voice Self-ServiceGVP
CustomerSurvey
Interaction Workspace (GAD)
Softphone
QA/Learning MgtSpeech Analytics
SpeechMiner
Genesys WorkforceManagement
Genesys ReportingApps
TimeManagement
From Proprietary to an Open, Modular Approach
Attached Data
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Keith PearceKeith Dawson
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.22
Upcoming Webinars
Should You "Switch-off" Your ACD? Hear Why CareFirst BCBS is Switching to a SIP-based Contact CenterWednesday May 29, 2013 2 PM Eastern / 11 AM Pacific1 PM Mexico City / 3 PM Sao Paulo3 PM British Summer Time
Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #3:Take Your Contact Center Routing Out of the QueueWednesday June 06, 20132 PM Eastern / 11 AM Pacific
Thank You for participating!For more information, please visit
www.genesys.com
Email us: [email protected]