The Multimedia Contact Center evolution. Jason Andersson Area Driver Multimedia Contact Center
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1 The Multimedia Contact Center evolution Jason Andersson Area Driver Multimedia Contact Center
2 tm What is Solidus ecare? All encompassing solution: Multi Media Contact Center IP Contact Center Mobile Contact Center Virtual Contact Center Multi Tenanted Contact Center Agents simultaneously can handle voice, ,, chat, etc. Skills-based multi media routing independent of the type of media For all types of media One Converged Solution Consolidated management and reporting Open interfaces for integration with 3 rd party applications, e.g., CRM, billing systems, directory assistance, etc. Telephone integration Pre termination routing Primary call selection Secondary call selection CALL-ME CHAT FAX WEB VOICE MX-ONE PBX Mobility gateway SIP gateway IMS - SIP MOBILITY VOICE -C INTERNET Microsoft IIS MESSAGING Microsoft Exchange Lotus Domino ASR SIP TTS Post termination routing Knowledge DB Interactive Voice Response Interactive agent MX-ONE Messaging modem Auto Knowledge DB VoIP softphone Chat Configuration Telephone integration Information Report Campaign Solidus ecare ecare CRM WFM Ordering Billing Provisioning Trouble Ticketing Ericsson AB
3 Contact Center [evolution] Contact Center Role [evolution] Contact Center Location [evolution] Collaboration / Presence Call center Agent Back office Call load sharing Experts Access to knowledge Call center office Remote office Home worker Mobile Worker Access to key services Statistics Soft phone Recording Screenpop Contact data Customer Contact [evolution] Singularity Multimodality First Contact Resolution First Contact Resolution Ericsson AB
4 tm Solidus ecare [evolution] Telephone integration Pre termination routing Primary call selection Secondary call selection CALL-ME CHAT FAX WEB VOICE MX-ONE PBX Mobility gateway SIP gateway IMS - SIP MOBILITY VOICE -C INTERNET Microsoft IIS MESSAGING Microsoft Exchange Lotus Domino ASR SIP TTS Post termination routing Knowledge DB Interactive Voice Response Interactive agent MX-ONE Messaging modem Auto Knowledge DB Configuration Information Report Campaign VoIP softphone Chat Telephone integration Solidus ecare ecare Next call centre 1.0 was born in 1998 Innovative technologies Best of Show at CT-Expo in Los Angeles CRM WFM Ordering Billing Provisioning Trouble Ticketing Renamed to Solidus ecare 2.0 True multimedia support Best of Show at Call Center & CRM Solutions in Dallas Solidus ecare has continued to develop Virtual contact center support Complete agent mobility with support for IP and Mobile extension Advanced media services (ASR and TTS) [Instant Messaging] Multitenanting and now Solidus ecare 6 Ericsson AB
5 Desktop Manager Enhancements SIP* or H.323 Softphone Agent Personal Greeting Agent Dispatch Feature Basic IP recording Dial from Any phone, including mobile Inbound or outbound voice, voice over IP, chat, callback, , fax,, Video* *Feature Delivery 2008 Ericsson AB
6 Centralized Networking - For enhanced scalability Incoming calls System B Optional local management Network Operations Center Real Time Information Optional local management Incoming calls System A Optional local management Incoming calls System C Ericsson AB
7 Clustering - For improved availability Site 2 Main site Solidus ecare server Cluster 1->4 + 1 Cluster OAS server(s) OAS server(s) Network resource (NRM) Call Controll (AppLink) Mediaservers Active backup resources Ericsson AB
8 Innovative use of Solidus ecare Aukland City Coucil, New Zealand Tsunami early warning system YX Energi, Denmark Chat North Shore City Council Action Line 24x7 Flooding Information Book services via TMIB Bangladesh Helpdesk Sales Customer Service Mercury Water and Power SAP selfservice integration Call customers and deliver a prerecorded message. Dog & Access calls IVR Inbound integration Ericsson AB
9 Solidus ecare TM Summary Solidus ecare TM 6.0 is building on the success of previous releases SIP and new media SIP Softphone, Direct Media, SIP trunk New Desktop Features Dispatch, Agent Personal Greeting, improvements, etc Improved Availability Clustering of Solidus ecare and OAS, active backup of media servers Enhanced Scalability Centralized Networking and Network Operations Center Ericsson AB
10 Solidus ecare evolution Multimedia Server Open architecture Solidus ecare 8 and OAS 8 Tennanting Solidus ecare 5.0 OAS 4.0 Tennanting Capacity Scalability Solidus ecare 6.0 OAS 6.0 Scalability Availability SIP softphone SIP trunk Solidus ecare 7.0 OAS 7.0 Best Effort Routing Internet improvements Multimedia server Open media routing Current Vision Ericsson AB
11 Solidus ecare 6.0 Contact Center [Evolution]
ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS
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