Virtual Contact Center Business Continuance

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Virtual Contact Center - Business Continuance

• Roxanne Burkey
• February 2005

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Business Problems/Issues

• Customer Access
• From anywhere
• Via any method
• Remote Agents
• Part time staff
• Full time access/service
• Centralized Data Sources
• Enterprise Branding/Image
• Security
• Total Cost of Ownership Minimized
• Standards Based Interoperability

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Contact Center Resiliency

• Upward scalability to support thousands of agents
• Handle modest to onerous call volumes
• 99.999 vs. 99.99 Reliability
• Geo-Redundant
• Complete Hardware Redundancy
• Centralized for lower TCO vs. distributed
  survivability
• Common Network Management, Control and Upgrades
• Startup cost
• Contact Center Performance Metrics

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Virtual Contact Center ArchitectureThousands of
Agents
Remote Office 10 to 400 Agents
Home Office Work _at_ Home Agent
CS 1000E
CS 1000E
IP Agent Virtual Office
Carrier Network
Corporate Network or VPN
Contact Center Manager (CCM)
Contact Center Manager (CCM)
Remote (existing hardware)
IP Softphone Mobile Agent
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Contact Center Table Stakes/Expectations

• SIP-based Contact Center
• Support new and emerging communications channels
  (e.g. Video, 3G Wireless Video, 3G Wireless Chat
  and IM)
• Corporate License Manager
• Increased flexibility reduced cost of ownership
• Integrated Outbound Solution
• Open Heterogeneous Networking
• Virtual Contact Center
• Unified Agent Supervisor Desktops
• Single interface for management of all contact
  channels
• Increased Resiliency
• Geographic redundancy with automatic or manual
  fail-over
• Open Multimedia Queue

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Contact Center - Geographic Redundancy
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Web Centric Application Solution
HTML/HTTP
VXML CCXML \HTTP
Media Servers
VoiceXML CCXMLMedia Server(s) With Full
Speech (Live) Video Audio Streaming
support(Nortel or Third party)
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Web-centric Self Service (WCSS)

• Suite of Development Tools and Software Libraries
• Simplify and accelerate VXML application
  development and debugging
• Open Standards-based approach
• VXML, CCXML, J2EE Web Services
• SIP CC integration through give VXML
• Web Application model for Speech
• Apps reside on Web Application servers and
  execute on Media Servers

Development Tools
EnterpriseApplications(CRM/ERP)
Applications (J2EE/.NET)
ENGAGED APPS
Web Services
Libraries (PAF)
Customer Database
VXML / CCXML / SALT
Media Servers
ContactCenter
Give VXML / SALT
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Virtual Contact Center Geographic Redundancy
CS1000
CS2100
Symposium MPS
Replication Server
Symposium MPS
WAN
CS1000
Replication Server
CS1000
Symposium MPS
CS1000
PSTN
Symposium MPS
Symposium MPS
MG1000T
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Contact Center Security Multi-Layered

• Shared with the Enterprise goals
• Unified Security Architecture
• Conceptual, physical and procedural framework
• Leverage OS security
• Application security
• Firewall friendly
• Interoperate with Enterprise standards
• Support for industry standards
• SSL
• IPSEC

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Leveraging OS Security for the Contact Center

• Distribute key applications to separate servers
• Utilize firewalls
• Segment application servers from reporting
  servers
• Distributed security risks
• Application security refinements
• Scalable and secure

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Open third-party interfaces
add flexibility
and integration agility

• Workforce Management
• Real-time Displays

• Database Routing
• Voice Recording

• CRM Applications

• Report Writers

• Network Level Routing

Productivity Enhancing Applications
Agent Desktop
Supervisor Desktop
Network Routing
Host Computers
Customer
LAN
Communications Control Toolkit
Web ClientApplicationServer
MPS Self- Service
Symposium Call Center Server
Published Interface (I/F) Specifications
Meridian Link Services
Host Data Exchange
Real Time Data
Historical Database
Industry Standard Specifications
Symposium Web Center Portal
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Questions?