IBM ITALIA Hosted Contact Center in Egypt Rome, March 25th. Agenda. 1. Avaya-IBM partnership. Current environment. 2. How Egypt site fit in Italian environment. 3. Values to Customer. 4. 1 Why IBM and Avaya?. Enduring Partnership. Strategic Alliance since 2001 - PowerPoint PPT Presentation
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• Mission: To provide end-to-end solutions that help customers to mitigate risk, gain flexibility, optimize customer service and increase productivity
• Several strategic technology relationships that call for the joint implementation of Avaya and IBM solutions in unified communications and contact centers
• 12 joint demo centers worldwide showcasing joint industry and horizontal solutions• IBM has more certified Avaya resources than any other SI partner, allowing for seamless customer
implementation and support
Complimentary solutions, Common Goals
Vibrant Technology and Services Collaboration
Enduring Partnership
IBM and Avaya are aligned with each other strategically and tactically. Avaya and IBM share a common vision of how voice solutions and information technology have converged, which benefit our clients all over the world. We have mutual senior executive support who is committed to growing our business and joint customer base in every geo.
Solution Control Centers• System Management and Configuration• Solution Contol• Intelligent Routing Servers• Reporting Servers• Workforce Management Servers• DR Support
Media Clusters• IVR• IP PBX / SIP Servers / TDM (tactically)• Quality Monitoring Servers• Strategically distributed to minimize cost and optimize performance and reduce outages
PBX
TserversStatServers
IVRQAM
SIP Servers
IVRQAM
SIP Servers
IVRQAM
SIP Servers
IVRQAM
FrameworkManagement
RoutingReporting
IVR Interface
Outbound Contact ServerCall Progress Detection
MCR Servers(Chat, Email)
Interface ServerFramework
ManagementRouting
ReportingIVR Interface
Outbound Contact ServerCall Progress Detection
MCR Servers(Chat, Email)
Interface Server SIP Servers
IVRQAM
SIP Servers
IVRQAM
2 IBM Italy Service Desk as part of the WW IBM network
As part of the IBM WW network strategy, Italy virtual service desk provides clients with services leveraging on the latest and innovative IP Hosted Contact Center Shared Infrastructure (CCSI) based on Avaya & Genesys technologies
IBM is opening a new Call Center in Egypt based on the existing Italian call center infrastructure , initially starting at 280 heads and moving to a total of 740 by the end of 2010.
IBM has signed a contract with the Egypt government to deliver contact centre and Back office work out of a Cairo building by the first half of 2010.
The seats will expected to be 95% operated for contact centre activities versus Back office operations.
The solution is based on Avaya technology due to the best in class solution proposed and competitive pricing