Results from the Lab
Contact Center 2008 Industry Study
3
Overview
• Agent capabilities, including status and presence
propagation
• Productivity enhancement tools
• Agent softphone capabilities
• Integration with UC and IP-telephony infrastructures
• Multimedia interactions (Web, chat, IM, SMS, video, email,
etc.)
• Supervisor capabilities and features including productivity,
involvement in agent calls (training, participating, recording)
• Contact interaction monitoring (real time and historical)
• System architecture, and more.
4
Contact Center Evolution
• As enterprises and small-to-medium businesses
are having to meet the new demands of their
customers, Contact Centers are evolving to satisfy
these needs
5
What’s Changing
• Improved service in current channels (primarily voice and
email)
• Alternate channels for communications including text
messaging (SMS), on-line chat, and video
• Combinations of fully automated and semi-automated
systems for inbound and outbound contact center
applications
• Migration to SIP as legacy TDM-based systems approach
end of life
6
The Leading Vendors *
* Considering 8 vendors evaluated
7
The Vendors
• These vendors facilitate solutions to new industry demands
and requirements by designing their products around SIP
and IT-centric Service-oriented Architecture (SOA).
• Each of the product suites reviewed are based on features
and functions that were demonstrated on production
systems that are available today.
• Their products are scalable to meet the needs of contact
centers of every size.
8
Customer Satisfaction Metrics
• Primarily a measure of the
customer experience which
includes the customer
communications experience
• Research shows this directly
correlates with financial
performance
9
Solutions
• Figuring out ways to improve your customer’s phone and
multi-media communications experience, including selfservice with the right personal touch, can make all the
difference.
• Parallel and converged evolution is occurring with computing
and telecom platforms and applications.
• Communication and media servers and associated
applications can now be implemented virtually without
limitation to geographic placement.
10
Solutions
Organizations can:
• Pool technical and human resources throughout the enterprise
• Use ‘Presence’ information to reach personnel via preferred modes of
communication based on an individual’s accessibility over multiple devices
• Improve overall user and customer experience with personalization and
dynamic interactions or ‘treatments’ for better phone and synchronized web
applications
• Facilitate efficient and effective collaboration throughout the organization
• Consolidate and extend application and management systems
• Reduce carrier costs
• Enable executives to readily automate business processes and facilitate
corporate initiatives
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2008 IP Contact Center Industry Study
Avaya
Aspect
Interactive Intelligence
SIP Communication Server
Avaya Communication Manager v5.0
Media Gateways and Servers such as S8700
series / S8300
(with G650 / G700 Media Gateways)
Avaya SIP Enablement Server
Digital Communication Processor (Privatelabel Asterisk PBX)
or any 3rd party PBX
Automatic Call Distributor (ACD)
Voice-only
Avaya Call Center software v5.0 – Component
of Communication Manager v5.0
Component of Aspect® Unified IP™ 6.5.1
Component of CIC 3.0
Multi-media Contact Distributor
Voice, Email, text chat, text messaging,
video, etc.
Avaya Interaction Center including SIP
Services v7.1
Contact Center Express
Customer Interaction Express – for Midmarket contact centers
Aspect Unified IP 6.5.1
Via license keys as needed: automatic call
distribution (ACD); predictive dialing; Internet
contact via email or chat
Component of CIC 3.0
Interactive Voice Response (IVR)
Avaya Voice Portal v4.0
Avaya Interactive Response
Avaya Dialog Designer v4.0
Component of Aspect Unified IP 6.5.1
Component of CIC 3.0
Computer-Telephony Integration (CTI)
Component of Avaya Interaction Center
including SIP Services v7.1
Avaya Contact Center Express
Component of Aspect Unified IP 6.5.1 plus
multi-vendor adapters
Component of CIC 3.0
Reporting & Analytics
Avaya IQ &
Avaya Operational Analyst
Component of Aspect Unified IP 6.5.1 via
Unified Command and Control™ – Reporting
(formerly Aspect DataMart)
Component of CIC 3.0
Customer Interaction Center® – CIC 3.0
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Avaya
Aspect
Component of Aspect Unified IP 6.5.1
Advanced capabilities: Aspect Quality
Management (from PerformanceEdge
Suite)
Interactive Intelligence
Interaction Recorder®
Quality Monitoring & Recording
Witness ContactStore software-based
recording solution
Witness Quality for Communication
Manager
NICE call recording and quality monitoring
solutions
Verint call recording and quality
monitoring solutions
Workforce Management
Avaya Workforce Management / Blue
Pumpkin (Witness) solutions
Aspect eWorkforce Management 7.0 (from
PerformanceEdge Suite)
Workforce Management
Interaction Optimizer®
Also Integration with:
Blue Pumpkin
IEX
GMT
Aspect eWFM
and others
Management Systems and Other
Converged Network
Analyzer (CNA)
Other Contact Center products
Proactive Contact
Avaya Proactive Contact
Avaya Predictive Dialing System
Other Avaya products:
Unified Communications
Full portfolio of messaging, conferencing,
collaboration products
Communications Enabled Business
Processes
Communications Process Manager
Communications Event Manager
Knowledge Base and Auto email reply with
confidence level - component of
Aspect Unified IP 6.5.1
All-in-one platform
Messaging Interaction Center – voice mail
and native unified messaging
Interaction Dialer®
Interaction Monitor™
Interaction Director®
eFAQ
Interaction Gateway®
Interaction Feedback™ -- customer
satisfaction surveys
Source: 2008 Miercom Contact Centers Industry Study
13
Products
Avaya Call Center and Interaction Center 7.1
• Runs on a Linux based appliance capable of all TDM or all IP with media
encryption and server isolation – or a combination of TDM and IP
• “Flatten Consolidate, and Extend”
• Massive scalability: ability to support 10,000 agents on single server
• With FCE model, it is easier to provide the right agent “on demand” with
expertise and overflow for branch-based customer service personnel
• Inbound customer contacts can be routed according to skill set,
availability or prior contact history
• Use a common business model, yet maintain personalized identities
• Can support consistent processes and brand images across the
enterprise
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Products
Avaya Call Center and Interaction Center 7.1
Communication Server:
• Avaya Communication Manager 5.0
– Expanded SIP trunking options
– Improved support of SIP-based telephones
– Foundational support for increased suite of communications
applications
15
Products
Avaya Call Center and Interaction Center 7.1
Contact Center Products:
•
•
•
•
•
•
•
Avaya Call Center 5.0
Customer Interaction Express 1.1
Avaya Communication Manager 5.0
Customer Interaction Center 7.1
Business Advocate and Advanced Segmentation
Avaya Call Center Elite
Avaya Voice Portal/Interactive Voice and Video Response
(IVVR)
16
Products
Avaya Call Center and Interaction Center 7.1
Management and Supervisory Capabilities:
• Avaya Voice Portal/ Interactive Voice and Video Response
(IVVR)
– Use of 3G video cell phones Internet videophones, & videoenabled personal computers
– Show callers menu choices, product options, and instructional
video clips
– Show dynamic information such as personal account info. , airline
flight options and current stock prices
• Proactive Contact for Outbound Campaigns
17
Products
Avaya Call Center and Interaction Center 7.1
Other functions:
• Third-party applications for Contact Recording and Qulaity
Monitoring
• Computer-telephony Integration (CTI)
• Clients /Agent Desktops
• Software Support plus Upgrades
18
Products
Avaya Call Center and Interaction Center 7.1 *
Vendor /
Contact Center
Product
Avaya
Interaction
Center including
SIP Services v7.1
Operating
system /
architecture
Scalability
(range)
Pricing
SIP
Communication
Server
Automatic Call
Distributor (ACD)
Voice-only
Multi-media Contact
Distributor
Voice, Email, text chat, text
messaging, video, etc.
Interactive Voice
Response (IVR)
CTI
Reporting &
Analytics
Avaya
Communication
Manager v5.0
Linux
Linux (via
Communication
Manager v5.0)
Windows, AIX, Solaris
Web Services, SOA
Linux, Sun Solaris
VXML 2.0 / 2.1
certified
Web Services, SOA
Windows, AIX,
Solaris
Web Services, SOA
Avaya IQ
&
Avaya
Operational
Analytics
# users /
simultaneous calls:
100 users to 36,000
on a single system;
over 1 million users
on a single network
# agents /
supervisors:
7,000 agents per
single server with
ability to scale
multiple servers
# agents / supervisors:
No software limit
IVR Port capacity:
No software limit
N/A
Avaya IQ –
unlimited
Avaya
Operational
Analyst - ???
$400 / seat, plus
$250 to $650 for
additional PBXbased call-routing
options
50 Agents:
$1,877 / seat
Total = $93,850
100 Agents:
$1,577 / seat
Total = $157,700
200 Agents:
$1,427 / seat
Total = $285,400
300 Agents:
$1,377 / seat
Total = $413,100
50 Agents:
$3,877 / seat
Total = $193,850
100 Agents:
$3,277 / seat
Total = $327,700
200 Agents:
$2,977 / seat
Total = $595.400
300 Agents:
$2,877 / seat
Total = $863,100
$300 to $500 per port
$10,000 for software
(total)
Contact Avaya
for pricing
Source: 2008 Miercom Contact Center Industry Study
19
Products
Avaya Call Center and Interaction Center 7.1
• Miercom rates Avaya’s IVVR the best portal
based on extended capabilities
Voice Portal and Interactive
Voice & Video Response
Avaya’s Call Center and Interaction Center 7.1 is Rated Best Voice Portal and Interactive
Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study
20
Products
Aspect Unified IPTM 6.5.1
• Major player in contact centers for more than 35 years
• Meet all contact center needs via comprehensive interaction
management and performance optimization
• Created first workforce management system and the first
dialer
• Subsequent innovation and overall contact center
experience
21
Products
Aspect Unified IPTM 6.5.1
Communication Servers:
• Supports all major PBX/Communication Servers on the
market
• Supports any TDM or SIP 2.0 compliant environment
• Aspect Digital Communication Processor (DCP) provides
Media Gateway functionality
• Web call-backs are enabled via an API on the enterprise
web server
22
Products
Aspect Unified IPTM 6.5.1
Contact Center Products:
• Aspect Unified IP
• Aspect’s Unified Command and Control
– Leverages all fixed granular data elements occurring in the contact
center environment
– Stand-alone tool that aggregates information from disparate
systems and data sources
– Integrate multiple contact centers across an enterprise
• Aspect’s Unified Director
• PerformanceEdgeTM
23
Products
Aspect Unified IPTM 6.5.1
Other functions:
• Third-party applications
–
–
–
–
Nuance
CallMiner Eureka!
Merced
OpenSpan
• Computer-telephony Integration (CTI)
• Agent Desktops
– LYRICallTM
24
Products
Aspect Unified IPTM 6.5.1
Vendor / Contact
Center Product
Aspect Software
(formerly Aspect
EnsemblePro)
Unified IP Contact
Center 6.5.1)
Operating
system /
architecture
Scalability
(range)
Pricing
SIP
Communication
Server
Automatic Call
Distributor (ACD)
Voice-only
Multi-media Contact
Distributor
Voice, Email, text chat,
text messaging, video, etc.
Interactive Voice Response
(IVR)
CTI
Reporting &
Analytics
Linux OS
Component of
Multi-media
Contact Distributor
Windows 2003
CTI middleware with
multiple IP-PBX’s
SOA new in v6.5
Windows 2003
VXML 2.0 Certified
2.1 Compliant
SOA / personalization
Windows 2003
Component of Multimedia Contact
Distributor
Windows 2003
Unified
Command and
Control –
Reporting
(formerly
Aspect
DataMart)
# users /
simultaneous
calls:
up to 2,000
# agents /
supervisor:
up to 2,000 simult
agent seats
inbound, 1500
simult agent
blended
# agents / supervisors:
up to 2,000 seats inbound,
1500 blended
IVR Port capacity:
8,128
N/A
As many as
40,000 agents
across 40 nodes
Starting at
$12,000 for 50
agent seats. Price
varies from there
depending on # of
agents and
required TDM/IP
capabilities
50 Agents:
$1,000 / seat
Total = $50,000
100 Agents:
$1,000 / seat
Total = $100,000
200 Agents:
$1,000 / seat
Total = $200,000
300 Agents:
$1,000 / seat
Total = $300,000
50 Agents:
$2,300 / seat
Total = $115,000
100 Agents:
$2,300 / seat
Total = $230,000
200 Agents:
$2,300 / seat
Total = $460,000
300 Agents:
$2,300 / seat
Total = $690,000
$5,000 for the system,
regardless of number of agent
seats
$15,000 for the
system, regardless of
number of agent
seats
Starts at
$50 per seat and
varies based on
implementation
requirements
Source: 2008 Miercom Contact Center Industry Study
25
Products
Aspect Unified IPTM 6.5.1
• Miercom rates Aspect the Best in Supervisor and Realtime monitoring and Reporting with Aspect’s Unified
Command and Control in stand-alone and large contact
center environments
Best Supervisor and Real-Time
Monitoring and Reporting
Aspect’s Unified IP 6.5.1 is Rated Best Supervisor and Real-Time Monitoring and
Reporting in the 2008 Miercom IP Contact Center Industry Study
26
Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
• Originally designed from the ground up to facilitate communications
using all channels and media from a single platform
• Foundation on which all Interactive Intelligence products are based for
centralizing business interactions
• All-software design which leverages standard servers and Serviceoriented Architecture (SOA), while increasing reliability, security and
scalability
• Scales up to several thousand agents and between 5,000 and 15,000
enterprise users per server
• Localized in 18 different languages
• Include reduced integration requirements, centralized multi-channel
processing and inbound/outbound blending, and single point of
administration for all of their components
27
Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Communication Servers:
• Customer Interaction Center®
– Provides solutions for large enterprises
– Increased security with SRTP for VoIP and TLS for privacy
between communication applications and users
– Enhanced mobility with a mobile client
– Broader integration to Microsoft OCS and Exchange
– Simplified Deployment
• Interaction Administrator ®
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Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Contact Center Products:
•
•
•
•
•
ACD Multimedia Queuing
Interaction Director®
Interaction GatewayTM
Interaction OptimizerTM
Interactive Voice Response (IVR)/ Speech recognition
solutions
• Interaction Designer®
29
Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Contact Center Products:
•
•
•
•
•
•
Computer-telephony Integration (CTI)
Interaction Recorder®
Interaction Dialer®
e-FAQ®
Interaction Report AssistantTM
Interaction Feedback®
30
Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
Vendor /
Contact
Center
Product
Interactive
Intelligence
Customer
Interaction
Center 3.0
Operating
system /
architecture
Scalability
(range)
Pricing
SIP
Communication
Server
Automatic Call
Distributor
(ACD)
Voice-only
Multi-media Contact
Distributor
Voice, Email, text chat, text
messaging, video, etc.
Windows 2003 /
.Net
Component of
Multi-media
Contact
Distributor
Windows 2003 / C+; .Net
# users:
up to 15,000 PBX
users
Interactive Voice
Response (IVR)
CTI
Reporting &
Analytics
Windows 2003 / Not
VXML 2.0 / 2.1
certified
Component of
Multi-media
Contact Distributor
Component of
Customer
Interaction
Center 3.0
# agents /
supervisors:
up to 5,000 per
CIC server
# agents / supervisors:
up to 5,000 per CIC server
IVR Port capacity:
Tested over 250,000
users
N/A
Same as CIC
scalability,
contingent on
database
server
performance if
reports run
simultaneousl
y
50 Agents:
$2,000 / seat
Total = $100,000
100 Agents:
$2,000 / seat
Total = $200,000
200 Agents:
$2,000 / seat
Total = $400,000
300 Agents:
$2,000 / seat
Total = $600,000
50 Agents:
$4,000 / seat
Total = $200,000
100 Agents:
$4,000 / seat
Total = $400,000
200 Agents:
$4,000 / seat
Total = $800,000
300 Agents:
$4,000 / seat
Total = $1,200,000
__
__
Reporting
add-on per
user - $140.00
Source: 2008 Miercom Contact Center Industry Study
31
Products
®
Interactive Intelligence Customer Interaction Center (CIC) 3.0
• With extensive integral applications, Miercom rates
Customer Interaction Center 3.0 from Interactive
Intelligence Best All-in-One Multimedia Contact Center
All-in-One Multimedia
Contact Center
Interactive Intelligence’s Customer Interaction Center (CIC) is Rated Best All-in-One
Multimedia Contact Center in the 2008 Miercom IP Contact Center Study
32
QUESTIONS?
Contact: rsmithers@miercom.com
32