Cisco - Beyond The Basics of The Virtual Call Center 1210 PDF

1210
1014_05F9_c1 1999, Cisco Systems, Inc. 1
Beyond the Basics of the

Virtual Call Center
Session 1210
1210
Copyright 1998, Cisco Systems, Inc. All rights reserved. Printed in USA.
1014_05F9_c1.scr 1
Overview
Introduce GeoTel
Product/Technology Overview
Q&A
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Who Is GeoTel?
Mission
Market
Customers
What do we do?
Where are we going?
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GeoTel Mission
To Be the Leading Provider of

Customer-Interaction Software
Solutions for Mission-Critical
Call-Center Applications
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GeoTel Market
Call centers
Single and multiple sites
Contact centers
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GeoTel Customers
Advantis Deluxe Check Optus Communications
Aetna Fidelity Investments Institutional Oriental Trading
Airtel Fidelity Investments Retail Pacific Gas & Electric
America Online First USA PrimeCo
American Airlines First Union Private Healthcare Systems
American Express Gateway 2000 Progressive Insurance
Credit Cards
GM Acceptance Corp. Prudential Insurance
American Express Travel
GTE Spiegel
British Telecom
Hewlett-Packard Sprint
Call Interactive
Household Credit Services Sprint CSB
Capital One
IBM Sprint PCS
Carlson Wagonlit
Internal Revenue Service Sprint Telemedia
Citicorp
J.C. Penney Credit Services State Farm Insurance
Compaq Computer
J.C. Penney Life Insurance Toshiba
Continental Airlines
Lands End United Parcel Service
Damark International
Matrixx Marketing US Airways
Delta Air Lines
MCI
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What GeoTel Does (Business)
Solves the three basic problems

of customer service
Saves call centers $$
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Improved Customer Service
Customers no longer have extended

waits to speak to a human
Customers no longer rerouted
about the business
Customers no longer required to
restate identifying information
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Reduced Operating Costs
Cost of 800 service reduced

More efficient use of resources
(human and capital)
Win!Win!
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What GeoTel Does (Technical)
Creates a virtual call center

Normalizes heterogeneous environment
Distributed fault tolerance
Network-to-desktop CTI
(Computer-Telephony Integration)
Centralized command and control
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Call Center Applications Are

Islands of Technology
ACDs
IVRs
Application
Databases
Networks
Percent
Allocation
@
Desktop/Agent
Applications E-mail
www.
Management
Information Internet
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GeoTels Integrated Solution
Enterprise-Wide Customer-Interaction Platform

Network Internet IVR ACD Dialer Appl. CTI
Interfaces Gateway Interfaces Interfaces Interfaces Gateway Gateway
Customer Answering Resources
Networks
Internet
IVRs
ACDs
Desktop
Applications
Databases
Customer Agent
Managing the
Interaction Between
Customer and Answering Resources
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GeoTel Typical Customer Profiles

A B C D E
Industry
Industry Travel
Travel Investment
Investment Services
Services Investment
Investment Services
Services Insurance
Insurance Retail
Retail
Carriers
Carriers AT&T
AT&T AT&T
AT&T AT&T,
AT&T, MCI
MCI MCI
MCI Sprint
Sprint
ACDs
ACDs Lucent,
Lucent, Nortel
Nortel Aspect
Aspect Lucent,
Lucent, Nortel
Nortel Lucent
Lucent Lucent
Lucent
IVRs
IVRs Periphonics
Periphonics Direct
Direct Talk
Talk Network,
Network, Intervoice
Intervoice Conversant
Conversant Conversant
Conversant
CTI
CTI Yes
Yes Yes
Yes Yes
Yes Yes
Yes No
No
Sites
Sites 26
26 44 77 55 33
Agents
Agents 4,000
4,000 1,200
1,200 2,400
2,400 2,200
2,200 700
700
Calls
Calls 60,000/day
60,000/day 80,000/day
80,000/day 100,000/day
100,000/day 100,000/day
100,000/day 26,000/day
26,000/day
Representative Results
Improvements in Customer Service Call Center Cost Savings
ASA decreased from 28 sec. to 8 sec. 15% increase in agent Productivity
Handle time decreased from 50% reduction in T-1 utilization
190 sec. to 160 sec. 11% savings in manpower resources
Calls handled by IVR increased by 10% Carrier costs reduced by 20%
Abandoned calls reduced by 30% ROI in three to nine months
Service levels increased by 4%
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Where Are We going?
Movement is to a
customer contact center
Multiple channels
(Voice, fax, Web, e-mail,
chat, and video)
Remote and non-ACD agents
IP voice
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Product Overview
ACD-bound agents
Enterprise structure
Normalization
Non ACD-bound agents
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Enterprise-Wide Intelligent
Call Treatment
Primary
Primary Redundant
Redundant
Central
Central Central
Central
Controller
Controller Controller
Controller
Application
Customer Server
Database
Wide Area Data Network
Bard
Davox Cybernetics
Call WFM Pipkins
Melita Desktop IVR CTI
EIS Blending SS7 TCS
CTI link Driver Links Custom
Aspect
TAPI Rockwell
SCP Nortel
IVR
Lucent
Desktop Conversant AT&T Public Siemens
Internet
Integrated IBM BT Switched Open CSTA
Applications DirecTalk Concert Network
Active X InterVoice MCI
Periphonics
Cisco Optus
Voicetek Sprint
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Single Site ICR/CTI View
PSTN Internet
PG
NIC ICR
IVR
PG
Agent Agent Server
PBX
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Network-to-Desktop CTI Challenges
Real-time view of entire enterprise

Must be very fast!
Distributed processing
Normalize heterogeneous
environment
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GeoTelEnterprise Agent
ACD
Public IVR
Network Q-Point
Call Center
PBX Home Agents
IVR
Branch Office ICR
Q-Point
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GeoTelEnterprise Agent
Key attributes of an ACD

Network interface
Call treatment processing and
agent selection and queuing
Reporting
CTI links
Port switching matrix
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Virtual Call Center Opportunity
Old World New World

Data
Data Tele-commuter Email
Network
Data
Converged
All Media Network Video
Video PBX
Same wire Conf.
Voice Mail Headquarters Unified Data

Voice Voice
Difficult to bridge Single network and integrated

separate networks, data and voice applications,
multiple locations Branch Office independent of location
Key driver for integration of data, voice, and video

Development of new applications based on IP Voice
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GeoTel Customer Benefits
Mission-critical platform for integrating

multi-vendor, multi-carrier applications
Intelligent call distribution
Enterprise CTI
Customer-profile routing
Skill-based/resource-based routing
Consolidated, enterprise-wide reporting
Increased customer responsiveness
High value, quick return on investment
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Please Complete Your

Evaluation Form
Session 1210
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1210

1014_05F9_c1 1999, Cisco Systems, Inc. 1

Beyond the Basics of the

To Be the Leading Provider of

What GeoTel Does (Business)

Solves the three basic problems

Customers no longer have extended

Reduced Operating Costs

Cost of 800 service reduced

Creates a virtual call center

Call Center Applications Are

Enterprise-Wide Customer-Interaction Platform

GeoTel Typical Customer Profiles

Single Site ICR/CTI View

Agent Agent Server

Real-time view of entire enterprise

PBX Home Agents

Key attributes of an ACD

Virtual Call Center Opportunity

Old World New World

Voice Mail Headquarters Unified Data

Difficult to bridge Single network and integrated

Key driver for integration of data, voice, and video

Mission-critical platform for integrating

Please Complete Your

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