ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
1
Building a New World Contact
Center Using Cisco IPCC
Session ICS -103
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
3
Agenda
• What Is IPCC
• Architecture/Deconstructing
a Call Center
• Case Studies
Response Center
BKW
Vcustomer
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
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What Is IPCC?
• Cisco umbrella solution for multimedia
virtual contact enabler (call center)
based on IP and convergence
• Based on AVVID
• Based on ICM
Providing legacy migration
Scalable location independent solution
Taking ACD’s to the Internet model
ICS-103
3134_05_2001_c1
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© 2001, Cisco Systems, Inc. All rights reserved.
De-constructing Call Center
WF, CRM
Call Center
Application
IVR, Q Point
Call Processing
NAM/ICM
Streaming, VXML
Call Control Engine
(CCM, CCS, CEM)
Ethernet
LAN Switch
Switching
Line
Connections
IP Phones/Softphone
Web/Email Clients
Trunk
Connections
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
Voice Enabled
Router or Gateway
6
Cisco IPCC Case Study
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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About RESPONSE
• Joint venture of AAA companies
• Wireless ASP providing telematics service
delivery to AAA and other clients
• Formed December 1, 1999
Telematics: Location aware wireless voice and
data services (e.g., cell-phone with GPS)
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
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PSAPa and
Service Providers
• Taxation Agencies
• Fulfillment Partners
• Sales Partners
Information
Providers
Business
Business
Center
Center
PSTN, Telco
• Technology Providers
and Dedicated
Back-up
Back-up
Lines
QA
QA Lab
Lab
Customer
Customer
Center
Center
PSTN and
Telco
• Credit and Collection
Agencies
• Fulfillment Partners
Site
Site
Response
Response
Center
Center
Response
Response
Center
Center N
N
Response
Response
Center
Center 22
PSTN
Customer
NCC
User
ICS-103
3134_05_2001_c1
RJD: Figure 2—1 RSC def.ppt
User
© 2001, Cisco Systems, Inc. All rights reserved.
9
Why VoIP?
• Telematics service transactions are inherently
integrated voice and data sessions
• Benefits of new-start business state and
“greenfield” infrastructure development (i.e., no
legacy systems, no operations disruption)
• Good alignment to future wireless tele-services
(i.e., 3G networks)
• Better support for distributed service delivery
• Compatible basis for Web-based agent
application environment
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
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Why Cisco?
• Partnership, not “suppliership”
• Commitment to the product/vision (has the
most to gain/lose)
• Willingness to support specific evaluation
and development tasks for our application
• Strong local field team
• Implementation costs favorable against that
of “classic” solutions
• Willingness and ability to think “out of the box”
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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RESPONSE IPCC Deployment
• ICM (ACD functionality)
Skills-based routing for requested service session
within the network of response centers
• CCM (PBX functionality)
Setup and control of IP call dataflow within center
• IP IVR
Call queuing
• CTI Server
Gateway to proprietary system for managing wireless
device data stream, directing voice and data to agent
• AS5300
PSTN <-> IP Gateway for voice
• 6509 Switches
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
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Results and Rewards
• It works!
• Solid integration with Web-based
application environment
• Service delivery management
• Straight forward addition of new
devices, communication protocols
and content
ICS-103
3134_05_2001_c1
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ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
Wrap-up
• Would we go VoIP again?
Absolutely
• Would we use Cisco?
Yes
• What would we do different?
Involve more of Cisco’s support team in
deployment to speed knowledge transfer
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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BKW FMB Energie AG
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
16
BKW FMB Energie AG
BKW FMB Energie AG, Bern, Switzerland
• Customers: Business, private, special,
communities, resellers
• Services:
0844 Hotline, billing services
• Market:
Energy
ICS-103
3134_05_2001_c1
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© 2001, Cisco Systems, Inc. All rights reserved.
IPCC—BKW FMB Energie AG
Biel
PG
PG
II ICM
ICM
CallManager
3524
3524
6509
6509
PSTN
3524
3524
6509
6509
6509
6509
Spiez
H.323 Gateway
6509
6509
CoreNet
STM1—BB
Bern
Site N
3524
3524
2620
2620
3524
3524
Call Center Agents with
IP-Hardphone and CTI
Desktop
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
18
Key Facts
• Locations: Bern 14 agents
Biel
14 agents
Spiez 7 agents
+5 others 18 agents
(starting 03/2001)
• IP-Hardphones with CTI desktop
• Agent cockpit rollout via SMS server
on Win2k clients
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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BKW Statements
• Why IP Contact Center?
Virtual CC with 8 locations
Unified channels (voice, www, e-mail)
Open interfaces based on standards
Quality of service across all channels
Future oriented technology
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
20
BKW Statements
• Why Cisco?
Leader in IP technology
Channel (voice, www, e-mail) integration
Scalability
• Strategy on voice?
IP-based Cisco AVVID solution
ICS-103
3134_05_2001_c1
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© 2001, Cisco Systems, Inc. All rights reserved.
Building a New World Contact
Center Using Cisco IPCC
Session ICS -103
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr
22
Please Complete Your
Evaluation Form
Session ICS -103
ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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ICS-103
3134_05_2001_c1
© 2001, Cisco Systems, Inc. All rights reserved.
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Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.
ICS-103 3134_05_2001_c1.scr