Moving a Call Center to the Cloud

Transcription

1 Moving a Call Center to the Cloud Arthur Brant Director, Enterprise Infrastructure Abilene Christian University

2 Abilene Christian University Master s Level Private Residential University 4,500 Students Recognized commitment to teaching student success technology integration Onstead Science Center

3 Abilene Christian University Alcatel-Lucent PCX 4400 Installed July ,560 Analog Lines 762 Digital Phones 131 IP Phones 3,680 DID numbers 92,691 calls/month Centigram Voic System Installed July ,560 voic s left/month

4 Abilene Christian University Cloud On Premise

5 Call Abilene Christian University Admissions New Student Information Current Student Information Technology Support Helpdesk Technology Support Graduate School New Graduate Student Information Dallas Online Graduate Programs Public Radio Station Pledge Drive

6 Call Abilene Christian University 10,000 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 ACU Call Center Calls by Month, Call Center & Pct of Total Inbound Calls 14% 12% 10% 8% 6% 4% 2% 0 0% Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Depot Admissions Helpdesk Team55 Graduate School % of Total inbound Calls

7 Call Center Features Feature Current Desired Interactive Voice Response (IVR) 3 rd Party Yes Pre-Call Queuing Announcement Yes Yes Unique Agent ID Yes Yes Skills Based Routing Yes Yes Transaction/Activity Codes Yes Yes Call Recording 3 rd Party Yes Priority Calls/Agent Assignments Sort of Yes Caller Information Integration No Yes Screen Pops (CTI) No Yes Specialty Music-on-Hold 3 rd Party Yes Wait Time Announcement No Yes Feature Current Desired Queued Callback No Yes Supervisor Assist/Listen/Barge In Yes Yes Real-Time Statistics App Web Queue/Agent Management App Web Anytime Cut Through to Voic No Yes Wallboard 3 rd Party Web Reporting Yes Yes Multiple Instrument Options No Yes Multi-Channel No Yes Desktop/Browser Sharing 3 rd Party Yes Voic Transcription No Yes

8 Technology Support Helpdesk IT Call Centers Voice Mail box 7284 with distribution list 01 having two entries and 4157 Someone dials Team55 (x5555) Is Team55's Queue Open? (7am to 12pm M-S) routed to a voice mail tree to leave a message Does the caller want to leave a message for Team55? Does the caller want to leave a message for the Helpdesk? If a choice isn t made he caller will automatically folow the first choice, Team55 Voice Guide 698 Is an Agent Available? Callers hear a message requesting that they stay on the line Within the Queue A5555, the Overflow address & timer dictate the 40 seconds This is voic box 4157 transferred to the Helpdesk s afterhours vmail box Is an Agent Available? Callers will hear music on hold for up to 40 seconds. Is an Agent Available? This is vmail box 7286 with two entries in the distribution list , 7768, 2791, 2678 routed to a voice mail tree with four options routed to a Team55 afterhours voice mail tree Voice Mail box 7774 with distribution list 01 having two entries and 2791 Does the caller want to leave a message for Team55? Does the caller want to access emergency paging system? If a choice isn t made the caller will automatically follow the first choice This is voic box 7850 transferred to Team55's afterhours vmail box Legend This is vmail box 7760, XFR 2 ATT to 8499 Does the caller want to continue holding? Does the caller want to leave a message? Does the caller want to access emergency paging system? Does the caller want to access the status line? If a choice isn t made the caller will automatically follow the first choice, continue to hold Team55 Setup Telecom Config Comments Notes Calls that have been given the option to leave a message have a higher priority than calls that haven t been given this option Is an Agent Available? Callers will hear music on hold until an agent is available transferred to Team55's vmail box This is voic box 7768 transferred to Team55's emergency paging system This is voic box 2791 transferred to the status line This is voic box 2678 The call rings to the available agent s telephone END

9 Call Center Feature Competitors The expectations our faculty, staff, & students have about call center features and services, are shaped by their experiences with other service organizations banks, credit card companies, utility companies, healthcare, and investment services

10 Call Center Cloud vs OnPrem Cloud Supervisors liked the easy to Interactive Voice Response (IVR) 3 rd Party Yes Pre-Call understand Queuing Announcement web mgmt Yes interface Yes Unique Supervisors Agent ID like the rich Yeset of Yes Skills features Based Routing for agents & calls Yes Yes Transaction/Activity Agents have Codes phone options Yes Yes Feature Current Desired Call Recording 3 rd Party Yes Priority Calls/Agent Assignments Sort of Yes Caller Supervisors Information Integration felt existing No features Yes Screen were Pops limited (CTI) No Yes Specialty Music-on-Hold 3 rd Party Yes $150,000 to upgrade system to Wait Time Announcement No Yes enabled modern features Feature Manageable investment Current of Desired Queued $50,000 Callbackfor a 3 year srvc Nocontract Yes Supervisor Assist/Listen/Barge In Yes Yes Agents have the convenience of Real-Time Statistics App Web logging in from anywhere Queue/Agent Management App Web Web based wallboards Anytime Cut Through to Voic No Yes Wallboard 3 rd Party Web Reporting Supervisors wanted more Yes control Yes Multiple over Instrument the call Options center configuration No Yes Multi-Channel Supervisors felt agent call No Yes Desktop/Browser recording Sharing solution was 3 rd unreliable Party Yes Voic Transcription No Yes Supervisors felt reporting was convoluted On Premise

11 Is it still considered SHADOW IT if the perpetrator is another group within IT?

12 Technology Support Helpdesk IT Cloud Call Centers PBX extensions are forwarded to local # Agents use softphones Calls delivered to agents over the Internet Call recording handled by CC provider Voic is handled by CC provider Web GUI for agents & supervisors Wallboard is an HTML page Supervisors have full control Telecom s role was to route existing Extensions to the local telephone number

13 Cloud Call Center Lessons Learned Dedicated bandwidth or QOS for call quality Plan for the event of a network disruption Trunks capacity considerations Nuances associated with computers & softphones Implementing new procedures in addition to new software Clear definition of what you re looking to accomplish Recognize the correlation between value and control

14 How does IT repatriate Call Center Management?

15 Arthur Brant Director, Enterprise Infrastructure Abilene Christian University Moving a Call Center to the Cloud