We Know IT Case Study: Hosted Multimedia Contact Centre (MCC) Implementation for a Large Canadian Provincial Government October 2012 Presented by: Sanjeevan.

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Case Study: Hosted Multimedia Contact Centre (MCC) Implementation for a Large Canadian Provincial GovernmentOctober 2012

Presented by:Sanjeevan SrikrishnanArchitectCompuCom

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INTRODUCTIONSWho is CompuCom?

What is the Hosted Multimedia Contact Centre (MCC) project?

What is CompuCom’s Role in the Hosted Contact Centre project?

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Who is CompuCom?

CompuCom offers an integrated portfolio…with a focus on IT Outsourcing

CompuCom offers an integrated portfolio…with a focus on IT Outsourcing

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11,500 associates More than 96,000+ certifications Operational excellence

Six Sigma, ITIL for service delivery ISO 9001:2008 certification ISO 20000 certification SAS 70 Type II certified compliant

CompuCom’s Business Overview

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Founded in 1987 Headquartered in Dallas, Texas Canadian Headquarters in Mississauga ,

Ontario Operational Facilities across North

America, with a global reach.

Comprehensive on-site footprint More than 5,900 personnel Coverage across US & Canada

Remote delivery centers 2,800 personnel SD, Remote Management,

Configuration, Application Development & Projects

Global partner network

General Overview Overview

Geographic PresencePeople and Processes

Premier provider of IT Solutions IT Services Procurement Services

20+ straight years of operating profit

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CompuCom’s Strong Market Position

•Great fit•Size•Right-shore call center and IT services•Comprehensive field coverage•Global alliances • IT service management leadership

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Our Customers are at the Top of Our Organization Chart!

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Gartner Magic Quadrant 2012

Help Desk Outsourcing

Gartner “Magic Quadrant 2012 for Help Desk Outsourcing, North America,” by William Maurer, Bryan Britz, Helen Huntley, and David Edward Ackerman. July 24,

2012

Desktop Outsourcing

Gartner “Magic Quadrant 2012 for Desktop Outsourcing Services, North America,” by William Maurer, David Edward Ackerman, Bryan Britz, and Helen Huntley. July

24, 2012

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Gartner Magic Quadrant 2012

Data Center Outsourcing

Gartner “2012 Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, North America,” by William Maurer, David Edward Ackerman, Bryan Britz,

August 29, 2012.

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Recognized Excellence

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What Clients & Analysts Say About Us

• Healthcare Client“CompuCom was chosen for its track record in excellent customer

satisfaction and responsiveness, which they have demonstrated consistently for us. UHN is a large, complex, academic hospital that is dependent on information and communication systems to support care, teaching and research. This partnership is paramount to our business continuity and ability to innovate at every level.”

• Financial Services Client“…surpassing our planned cost reductions while providing positive impact upon the business community.”

• Utility Client “…delivered year over year cost savings of over 50% ..setting all time high quality records”

• Forrester Research“CompuCom has the cost structure, delivery capabilities, and management team to win and successfully deliver…” – Tom Pohlmann, VP, Information Technology Research

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CompuCom’s Core Values…

•Win / Win

• Integrity

•Excellence

•Respect for Individual

… with a sense of urgency!… with a sense of urgency!

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INTRODUCTIONSWho is CompuCom?What is the Hosted Multimedia Contact Centre (MCC) project?What is CompuCom’s Role in the project?

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What is the Multimedia Contact Centre (MCC) Project?

Overview of the Multimedia Contact Centre platform

•MCC Contact centers handle over 11 Million calls annually from businesses and the general public.•10 Million of these calls are routed to 1,100 agents located in 33 contact center locations across the province.•MCC platform operates on a base of 2,200 SIP Trunks, providing local and toll free access for businesses and the general public to the provincial government.•MCC platform is designed to provide the government with a 99.999% overall availability.

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What is the Multimedia Contact Centre (MCC) Project?

Pre MCC Landscape●Contact centers across the Provincial Government rely on fragmented

and obsolete legacy technologies and are unable to fulfill the needs of businesses and individuals for long-term capacity, scalability and functionality.

●Specifically, they are unable to offer a desired ‘no-wrong-door’ approach to accessing multi-skilled Agents in a virtualized environment.

●They provide only limited self service opportunities; do not easily facilitate transfers between contact center Agents; and frequently require Callers to repeat their ‘story’ over and over again with each hand-off.

●Landscape is based on historical silos, where solutions serve individual “silo” based needs resulting in long caller wait time for interaction with an agent.

●Contact centers are run on legacy infrastructure at a high risk of failure and on technologies that are no longer supported by Suppliers

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What is the Multimedia Contact Centre (MCC) Project?

Pre MCC Landscape (cont.)●Contact centers are predominantly offer voice centric services with

limited email and fax interaction.●Contact centers utilize antiquated standalone PSTN services (i.e.

POTS, ISDN) and offer no opportunities to leverage economies of scale.

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What is the Multimedia Contact Centre (MCC) Project?

MCC Vision●Design and Implement a modern Enterprise Contact Centre platform

providing: A common hosted platform based virtual infrastructure allowing for the various

contact centers to fulfill the needs of businesses and the general public alike. Through business re-engineering efforts, offer callers a ‘no-wrong-door’

experience Increase caller self service opportunities through implementation of an

enhanced Voice Activated IVR System providing access to relevant services and information

Increased segmentation and routing accuracy, ensuring Clients reach the proper resource the first time, drawing on contact center Agent resources from across the Enterprise resulting in a reduction in the amount of time callers and their representatives spend waiting on hold to interact with a contact center Agent

Modernize ‘caller’ interaction with contact centers by offering modern communication methods (i.e. email, IM/UC)

Introduce cost savings by leveraging shared PSTN access through use of SIP and IP based PSTN access.

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INTRODUCTIONSWho is CompuCom?What is the Hosted Multimedia Contact Centre (MCC) project?What is CompuCom’s Role in the project?

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What is CompuCom’s role in the project?

Overall Solution Provider offering Architectural design, creating a ‘best of breed’ solution that

exceeded the customers expectations. Procurement of all hardware and software components within the

solution. Overall Project Management and Implementation of the designed

solution (incl. management of various sub contactors offering individual components).

Integration of the various ‘best of breed’ components of the solution to create a complete functioning platform.

Ongoing management, monitoring, maintenance, support and enhancement of the hosted contact center platform.

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What is CompuCom’s role in the project?

CompuCom Managed ServiceCompuCom Managed Service

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TECHNICAL OVERVIEWArchitectural overview of the MCC platform.What are the components of the MCC Platform?Who are the best of breed vendors and what is their role in this project?

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Architectural Overview of MCC Platform

Telc

o SI

P (V

oIP)

Trun

ks

Voxeo VXML IVRs Legacy IVR ComputerTalk ICE MMR

Contact Centre AgentGeneral Public

POTS (Traditional) Call Path

SIP (VoIP) Call Path

PSTN(Public Switched Telephone

Network)

Telco POTS – SIP Gateway

InGateSBC

Stack

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Architectural Overview of MCC Platform

1. Caller Dials MCC Number

2. Call is placed to PSTN

3. Call arrives at Telco and is converted to SIP

4. SIP Call is Sent to MCC SBC

5. MCC SBC sends the SIP Call to VXML IVRs

6. Caller chooses to speak to an Agent. Call transfer request is made to SBC after MMR Capacity Check is Done.

Transfer R

equest

Transfer RequestTransfer Accepted

7. SBC Forwards Transfer Request to MMR Servers, and MMR Servers Accept Transfer Request

Do you have Capacity for a Call?

Yes!

8. SBC Transferrs call to MMR Servers and call is placed in queue for next available agent

9. When an agent is available, the caller (waiting in queue) is patched in and conversation begins.

MCC Internal Network

Telco/Public Voice Network

Telc

o SI

P (V

oIP)

Trun

ks

Voxeo VXML IVRs Legacy IVR ComputerTalk ICE MMR

Contact Centre AgentGeneral Public

POTS (Traditional) Call Path

SIP (VoIP) Call Path

PSTN(Public Switched Telephone

Network)

Telco POTS – SIP Gateway

InGateSBC

Stack

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Architectural Overview of MCC Platform

• Incoming callers have a separate SIP Call session to that used by Call Centre Agents.

• Agent Call sessions are maintained through multiple incoming calls.

• As incoming calls traverse the SBC and head to the IVR and MMR components, only one call path is maintained (calls are SIP Refer Transferred between internal endpoints)

• Call transfers from the VXML IVRs to the ICE MMRs are done in the sub second timeframe. During this period callers hear silence (with comfort noise)

POINTS TO NOTE

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TECHNICAL OVERVIEWArchitectural overview of the MCC platform.What are the components of the MCC Platform?Who are the best of breed vendors and what is their role in this project?

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MCC Platform Key Telephony Components

The MCC Solution is comprised of the following key telephony components:

1.Ingate Session Border Controller (SBC) ● A session border controller (SBC) is a device or application that governs the manner in

which calls, also called sessions, are initiated, conducted and terminated in a VoIP (Voice over Internet Protocol) network. An SBC can be placed in the communication path between any two parties engaged in a VoIP session. A common location for a stand-alone SBC is a connection point, called a border, between a private local area network (LAN) and the Internet.

● In the case of MCC, the InGate SBC acts as an intermediary between the Telecommunications Company (Telco) SIP infrastructure and the MCC Call Centre Infrastructure. Thereby masking the Telco VoIP network to the MCC Solution Components, and in turn masking the MCC Solution Components from the Telco network. As the SBC functions as a B2BUA each side only sees the SBC as the end UA.

● Within the MCC Platform the InGate SBC also contains the platform’s master dial plan, allowing for the intelligent routing of calls to the appropriate back end component based on the incoming SIP URI.

SOLUTION OVERVIEW

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2.Voxeo Voice eXtensible Markup Language (VXML) Interactive Voice Response (IVR)● The Voxeo VXML IVR is the primary IVR utilized within the MCC Solution. It utilizes the

open standard VXML Language to define the call treatment that is presented to people calling into the MCC Platform.

3.Legacy IVR● The Legacy IVR is utilized within the MCC Solution to provide call treatment to callers

leveraging legacy IVR applications, not re-coded into VXML within the MCC platform. ● The Legacy ICE IVR concept was introduced into the MCC architecture in order to

reduce overall implementation costs by minimizing IVR redevelopment.

4.ComputerTalk ICE Multimedia Routing (MMR) Engine ● The ComputerTalk ICE MMR is utilized within MCC to provide Automated Contact

Distribution (ACD) for the various Ministry Contact Centers.● Within MCC the ComputerTalk MMR is used to provide ACD functionality for incoming

and outgoing Voice Calls, Emails and Faxes.

SOLUTION OVERVIEW

MCC Platform Key Telephony Components

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TECHNICAL OVERVIEWArchitectural overview of the MCC platform.What are the components of the MCC Platform?Who are the best of breed vendors and what is their role in this project?

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Who are the best of breed vendors and what is their role in this project?

Voxeo Corporation● Voxeo helps enterprises improve service and lower costs by

automating and connecting their most common phone calls with our Interactive Voice Response (IVR) or Voice over IP (VoIP) solutions. Our hosting and premise platform solutions, and developer services - powered by VoiceXML and CCXML - are used by over 200,000 customers and developers to create and deploy any telephone application they desire.

● Voxeo is the Primary IVR vendor utilized within the MCC platform

Computer Talk● ComputerTalk is the most successful provider of Contact Center

and IVR solutions in Canada. Founded in 1987, its ice customers span Canada, the US, and UK. ComputerTalk solutions address the real business challenges of the end user, and empower them to produce an ROI with measurable results.

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Who are the best of breed vendors and what is their role in this project?

Computer Talk (cont)● ComputerTalk is the primary sub-contractor/partner to CompuCom

on the MCC project, providing key input aiding with the overall architecture of the platform.

● ComputerTalk is the primary MMR/ACD Partner utilized within the MCC Project.

● ComputerTalk is responsible for working with CompuCom on the development and support of the IVR and MMR Call Flow design and development.

InGate Systems● Ingate Systems AB is a Stockholm, Sweden based high-tech

company that designs, develops, manufactures and markets leading data communications products for trusted Unified Communications. Ingate designed the world’s first Session Initiation Protocol (SIP)-capable firewalls and SIParators (SBC), products that enable Unified Communications over the Internet.

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Who are the best of breed vendors and what is their role in this project?

InGate Systems (cont.)●Ingate is the primary SBC Partner to CompuCom on the MCC

Project.● Ingate was instrumental in aiding CompuCom with the architecture

of the SBC Platform to meet the stringent needs of the MCC Platform.

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IMPLEMENTATION CHALLENGESWhat were the challenges faced during the implementation of the MCC Platform and how were they resolved?

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Challenges and How were they resolved?

Change of Business Requirements ●Over the 1.5 years that MCC has been in the implementation

phase, one of the challenges that were faced was keeping up with the ever changing business requirements of the various call centers and incorporating those changes into the platform design.

Change of SIP Trunk Carrier by Government●Due to various issues, the Government decided to change their SIP

Trunking provider after the platform architecture was finalized.●This led to several issues:‒ SIP Interoperability Testing and Validation.‒ SBC incompatibility with new SIP Trunk Vendor.‒ Overall architecture review and analysis.

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Change of SBC platforms●Change of the SIP Trunking Carrier introduced several issues with

the old SBC Platform.‒ Old platform was not tested or certified with the new Carrier‒ Old platform had interoperability issues in operating in B2BUA mode

between the Carrier and the MCC Components.‒ Old platform did not offer the SIP flexibility required to interoperate with

the new Carrier.●InGate to the Rescue!‒ Ingate worked closely with CompuCom to re-architect the SBC Platform

to ensure that it met the needs of the MCC platform and the new Carrier‒ Ingate participated in a Proof of Concept Implementation to prove the

viability of the new SBC Platform and continuously supported CompuCom through our implementation activities.

‒ Ingate worked with CompuCom to implement functionality changes to deal with specific interoperability issues that were identified.

‒ Ingate helped enhance the reporting capabilities of the platform.

Challenges and How were they resolved?

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Corporate Security●Corporate Security does not understand VoIP or its security

appliances‒ Corporate Security mandates that a firewall be installed in the path of

any external Data Link.‒ Firewalls are detrimental to VoIP traffic, as they DO NOT know how to

deal with the traffic

Challenges and How were they resolved?

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CURRENT STATUS OF MCC

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Current Status of MCC

•MCC Platform is presently live handling production calls

•Currently in the middle of a Multi Week Go-Live Schedule

•Platform has improved caller experience significantly●Positive feedback on surveys to callers into the new platform.●Call Center ASA and GOS scores confirm caller feedback.

•Platform has improved caller self service by an average of 10%

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LESSONS LEARNED

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Lessons Learned

1. In any SIP Implementation/Conversion project, a Lab environment involving all parties is a MUST.

● Needed for implementation troubleshooting● Needed for ongoing patching activity testing

2. When project planning a SIP Implementation/Conversion project, incorporate ample time to do multiple rounds of SIP interoperability testing at multiple points in the project.

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Lessons Learned

3. Form a SWAT team to investigate issues. ● Ensure that All vendors have representation within the team.

4. Well in advance of going Live, ensure that complete End-to-End production testing is conducted.

● Test all aspects of failover/redundancy● Test unexpected failure scenarios

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QUESTIONS?

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Thank You!