Your Compaq Partner to Deliver Enterprise CTI Today

Transcription

1 Your Compaq Partner to Deliver Enterprise CTI Today

2 Understand basic call center concepts Understand the Genesys product suite Understand the Compaq CTI Platform Discuss integration considerations See the products through integrated demos

3 IVR IVR Public Public Networks Networks ACD/PBX ACD/PBX CIS CIS ERP ERP Applications Applications Billing Data Billing Data Sales Sales Data Data Resource Resource Optimization Optimization Customer Customer Profile Profile Faster/ Faster/ Intelligent Service Intelligent Service Responsiveness Responsiveness ECTI ECTI E- E- Commerce Commerce -MCI -MCI -Sprint -Sprint -AT&T -AT&T

4 !" Enterprise Carriers Customers Suppliers Partners Infrastructure PBX PBX PBX VP Dialer IVR Web Server Server CIS Application Customer Service Rep. Support Manufacturing Order Entry Clerk VP VP Sales/ Marketing VP Sales Force Application Telemarketing Rep. Operations VP Billing/ Collections Clerk Branch Branch Branch Manufacturing Application Financial Application

5 # Customer (800) Company Main St. Products Services Products Services Products Services Competitor 1 Transactions Answers Company Transactions Answers Competitor 2 Transactions Answers Competitor 3 Products Transactions Services Answers

6 # Customer, plus Friends, Family, Colleagues... You Are Here... Many Companies, Many Industries

7 $ Don t know the whole customer Don t operate as one company Don t take advantage of information Systems have proprietary interface protocols Duplication of corporate resources Companies don t capture the benefit of telecoms/is convergence yet...

8 Tie all the proprietary call center systems together Bring information together from all parts of the enterprise for each customer interaction Whole customer information Real Time Business Environment Whole agent information Deliver that information and the interaction to the best place in the company Leverage the information to extract the most out of each interaction Use the results of each customer interaction to make the next one better

9 The Enterprise CIN PBX PBX PBX SFA Apps Control Center (Applications) CIS Apps Web Server Server Framework Employees Customers Branch Branch Branch Manufacturing Application Data Finance Apps

10 "# The Enterprise CIN PBX PBX PBX SFA Apps COCKPIT Scripting Outbound (CM) Interaction Router DART and Pulse Config Manager CIS Apps Customers Web Server Server Branch Branch Branch Manufacturing Application ENGINE T-Server Desktop Toolkits Media Options (Web, , IVR, etc.) Data Employees (THE KEY) Finance Apps

11 $" Management Applications Install Configure Secure Maintain Inbound Suite Network Router Enterprise Router Premise Router T-Server Framework PBX / CO IVR Outbound Suite Campaign Manager Reporting Suite DART Pulse Desktop Toolkit (ActiveX,Java,CORBA) Network Protocols Internet Intranet Extranet Other Media APIs to to SAP Pega Scopus Vantive Clarify Siebel Remedy All Major Standards, Databases, Operating Systems

12 %&&& OPEN All major carriers, PBX/ACD and CO switches and IVR s are supported natively Java, ActiveX, and CORBA support are standard (also OLE/OCX, TAPI, DDE, etc.) Switch-independent API and call model SCALEABLE Leverage Framework across Premise - Enterprise - Network Certified at 500+ calls/second by MCI We have over 100 multi-site, multi-platform customers

13 %&&& FLEXIBLE Multiple media incorporated in one framework Powerful reporting engine supports pre-configured and custom reports for enterprise and smaller scales Proprietary interfaces abstracted away for complete interoperability Now telecommunications systems are as accessible to Compaq SE s as computer systems have been MANAGEABLE SNMP support, and stand-alone management clients, for all servers Unified, dynamically updated configuration system which covers entire enterprise (ECTI) Framework Extensive logging support and historical data archiving

14 ' ( View Genesys Apps - for Interaction Control View Info (Rules & Data) C/S Legacy DBMS Web Info (Rules & Data) Media Genesys Framework - for Access Media Customer PBX IVR SS7 POP3 Web... Supplier

15 $"( Customer Access: Phone Web Option Option Video Option Scripting, Pulse, Interaction Router, Campaign Manager, Postmaster... Front Office App Legacy App Cust. Database Cust. Selfservice Web App Desktop Toolkit, IVR and T-Server Agent- Context: SoftPhone Agent Pulse Agent Scripting Customer PBX IVR SS7 POP3 Web... Supplier

16 ) % $" T-Server Framework T-Server Desktop Toolkit Configuration Manager Remote option IVR Interfaces SNMP option Multi-site option Media Options Voice (standard) option Web option Video option (custom) Reporting Products Call Center Pulse Agent Pulse DART

17 ) T-Server is the core of the Genesys Framework. It serves several vital functions: It acts as the interface between the telephony world and the data world It serves as the messaging engine for the entire Genesys suite of applications and all third party applications which interact with it It maintains the data concerning a call throughout the life of the call

18 *# Genesys Desktop Toolkits act as the desktop integration tool of the Genesys Framework Serve as client of T-Server Provide industry-standard desktop interfaces which provide full access to the engine under the hood ActiveX/DCOM Java CORBA OLE/OCX/COM TAPI DDE

19 +, Starter Applications (Desktop Phone) TAPI DDE OLE OCX ActiveX CORBA (IDL) JavaBeans TSPI Desktop Toolkit COM T-Lib Native Java Classes JT-Lib Framework capabilities exposed through the Genesys Desktop Toolkit Supports Custom Desktop Applications Supports Integration with Third Party Apps Supports drag-and-drop, rapid development HUGE developer population can work with switches and other telecommunications devices in their favorite protocol today

20 - Graphical application for managing Genesys suite configuration Provides single point of configuration Saves time and cost due to configuration errors Enhanced administrative management or call center applications

21 - Key features Graded object-level access security and integration into Windows NT Multi-tenant support Dynamic notification means no service interruptions Supports unlimited clients Covers entire enterprise Config API integrated into 5.1 Desktop Toolkit

22 . # Software based solution that provides integrated call center functionality for agents working outside the call center Requires only standard PC components Switch independent Seamless integration with Genesys apps Utilizes existing call center desktop apps Leverages central office features

23 !# Genesys Web Option is an Internet solution that ties the power of your customer service capabilities to the Web Turns web traffic into sales traffic Leverages web site to initiate customer contact Transforms web from passive to interactive Facilitates reaching customers who already have interest in products or services

24 !# Java-based Internet callback Key features Position in queue Scrolling message Cross-platform Immediate call back Estimated wait time Multi-threaded

25 # Reduces requiring personal responses Message filtering, automated responses Centralized, standard response library Intelligent skills or business based routing Access to customer information Blended voice and screen pops to agents Reporting on activity

26 . IR (Interaction Router) allows extremely flexible routing decisions for all interactions IR allows enterprises to execute skills-based strategies and much more: IR uses the complete context of each transaction to effectively execute business rules IR is media independent IR makes possible for the first time true data-driven routing IR allows routing based on service level, estimated waiting time, and many other operational parameters

27 $#.&&& IR is capable of routing all types of calls: Inbound calls from customers Outbound calls to customers Transfers and Conferences, including consultative calls s Future enhancements include: NetMeeting, IP, workflow elements including documents...

28 .+ Genesys Interaction Router delivers unparalleled flexibility in making routing decisions based on: Agent skills Customer profiles Previous transaction history Single or multi-center statistics (or enterprise) Time of day/week/year Service levels Real time data from third part apps Business conditions Macro business rules (if market dropping then )

29 .+" ANI DNIS Origination Destination ACD Queues Average Wait Time Average Busy Factor IVR Collected Data Service Levels Information from Third Party Applications Day Date Time User Definable Macros Queue Statistics Data Transferred with Call External DB Look-ups Estimated Time to Wait Other Statistics

30 $ CC Pulse is a graphical, real-time reporting tool which gives a visual representation of call center operations at the enterprise, site, group and agent levels Tracks multiple statistics including call duration, traffic volume, agent status, number of calls serviced, wait times, abandoned calls, etc. Allows viewing of virtual groups of related agents existing over multiple sites.

31 *'. DART (Data Analysis and Reporting Tool) provides a powerful tool for capturing complex historical data concerning both the telephony and the business data of each interaction with an enterprise s customers Compatible with all major industry databases Augments enterprise s existing database systems While canned reports are available, the customer has the option of developing customized reports using any standard report-generation utility

32 *'. DART also enables development of customized business-centric reports using standard reportgeneration tools All data attached to each call is stored in the DART database For example, graph of sales versus talk time by customer segment are easy to generate (and powerful to use!) This is a BIG SELLING FACTOR -- reporting systems currently are highly fragmented and proprietary

33 # Campaign Manager is the Genesys outbound CTI software application Using automated outbound applications relieves agents of need to manually dial numbers and of need to deal with calls which don t reach a human being Common applications include telemarketing and collections, but many new uses are possible

34 Unlimited number of Agent Groups and Campaigns Four Dialing modes Predictive with 2 optimization criteria Progressive Preview Power Sophisticated List Management multiple calling lists call treatment algorithms filters calling list priorities

35 Interactions with Agent through Desktop Toolkit Personal callbacks Campaign callbacks Do Not Call Business data updates Additional integration with desktop easy using Genesys Desktop Toolkits Flexible HTML-based agent scripting

36 #/" Compaq has efforts with Genesys starting with the Enterprise through the Telco network Enterprise System Sizing tool White papers Competence Centers (Houston, San Francisco, Munich) activeanswers TM solution for Genesys in development for 4Q98 Systems Integration through Compaq NSIS and leading SI s Breakfix Service through Compaq MCS organization Web site: Inline Web Site: inline.compaq.com/pg/ecg/esd/telecom/partners/genesys/genesys.asp

37 #/" Compaq has efforts with Genesys starting with the Enterprise through the Telco network Telco Network High-end Unix servers available Digital SS7 stack integration provides carrier-ready solution stack Open platform for enterprise computer telephony Switches and carriers are programmable peripherals now! Systems Integration Services through Compaq NSIS and leading SI s Breakfix Services through Compaq MCS organization

38 " Leveraging Compaq Partnerships For a Better Call Center Solution

39 The Problem (revisited) What is Siebel? How does Siebel work with Genesys? Genesys/Siebel Integration The Solution (revisited)

40 $ 0"1 Don t know the whole customer Don t operate as one company Don t take advantage of information Systems have proprietary interface protocols Duplication of corporate resources Companies don t capture the benefit of telecoms/is convergence yet...

41 ! 2 Siebel (the company) is the leading provider of ERM (Enterprise Relationship Management) software Siebel (the product) is a modular suite of applications Tracks customer interactions Automates customer interactions Utilizes a common database

42 ! 2! 2

43 Utilizes Siebel Sales Enterprise and Siebel Service Enterprise data Types of Call Centers Customer Service Telesales (inbound and outbound) Marketing Campaign Blended

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45 " 2 Events (calls) Call information (ex. phone number, menu selection, etc..) Query existing information about the customer Initial routing Commands Transfer call Conference call Place a call Enterprise-wide intelligent routing

46 3 Telephone Infrastructure Inbound and outbound calls Genesys Events, data, and routing info Commands and customer data Siebel Call Center Cust. Info. Cust. Id. Cust. Info. Cust. Info. Siebel Database Cust. Info.

47 3 PBX Switch Siebel Database and Component Servers Compaq ProLiant 6500 and Fibre Channel Storage PSTN Compaq 5601 RAS Server Compaq Gigabit Switch Compaq Dual Speed Ethernet Hub Compaq Gigabit Switch Compaq Dual Speed Ethernet Hub Genesys T-Server Genesys Interaction Router Genesys Configuration Management Environment Compaq ProLiant 3000 Compaq 5601 RAS Server PSTN Siebel Sales Remote Clients Compaq Armada 7800 Siebel Sales Stationary Clients Compaq Deskpro EP Siebel Call Center Agents Genesys Desktop Toolkit Compaq Deskpro EP Siebel Call Center Remote Agents Genesys Desktop ToolKit Genesys Remote Option Compaq Armada 7800

48 Compaq, Genesys and Siebel tie it all together Tie all the proprietary call center systems together Bring information together from all parts of the enterprise for each customer interaction Whole customer information Real Time Business Environment Whole agent information Deliver that information and the interaction to the best place in the company Leverage the information to extract the most out of each interaction Use the results of each customer interaction to make the next one better

49 Thank You