Lead more Capitalizing on the convergence of cloud, contact center, CEBP and unified communication December 1, 2010 Dennis Menard CTO, ComputerTalk
Agenda 1. About ComputerTalk 2. Overcoming UC Roadblocks 3. Cloud Contact Center Case Study Federal, Ontario, Quebec governments Case Study City of Montreal 4. Using Automation to Improve Efficiency Case Study City of Toronto 5. A UC Strategy for Public Sector Case Study Government of New Brunswick Case Study Peel Region Case Study PDX Fort Worth Texas 2
Some brand name clients 3
Some public sector clients 4
ComputerTalk and cloud contact center (CCC) 1. ComputerTalk Established in 1987 Pioneer of IVR Solutions 2. First premise based ICE Call Centers deployed in 1994 3. Bell Canada became first distributer of ICE in 1995 4. First deployment of hosting call center in 1996 5. UK operation - sales, delivery, support since 1999 6. All-in-one ice contact center released in 2000 7. VOR of Ontario Government for CCC since 2002 8. Microsoft certified independent software vendor (ISV) in 2004 9. VOR of Government of Canada for CCC since 2006 10. VOR of Quebec Government for CCC since 2008 11. Earned Microsoft Gold Partner certification in 2009 12. TELUS becomes our premier strategic partner in 2010 5
Common Roadblocks for UC adoption This is called Best of Breed Challenges : 1. Multiple vendors to manage 2. Multiple points of administration, reporting and monitoring 3. Finger pointing between vendors when things go wrong 4. High dependency on in-house expertise 5. Often major components are not available (i.e. Centrex ACD) or expensive to integrate (i.e. call recording, WFM) 6. No wonder its hard to figure out a UC strategy! 7. CEBP forget it! PBX TIP #1 Work out a migration strategy for your contact center 6
Why you should consider a cloud based contact center Features Benefits 1. All-in-one bundled service a) Pay as you Go b) Easy to procure add-ons/best value for money c) Single vendor to manage/no finger pointing 2. PBX Agnostic/ Centrex compatible a) Keep your PBX investment including telephone sets b) Works with major carriers TDM and SIP networks c) No restriction on future PBX replacement 3. Software only deployment a) Fast deployment b) Reduce infrastructure costs c) Anywhere access 4. Fixed monthly recurring expense a) OpEX $ easy to predict/budget b) No depreciation c) Reduce Infrastructure costs 5. 24 x 7 help desk a) We do it all for you! b) Reduce training and staff turnover costs c) IT Staff not dedicated 7
8 ice All-in-One, Cloud-based Contact Center Call Recording Predictive Dialing Progressive Dialing Preview Dialing Work Force Management (WFM) Skills based Routing Survey Contact Center Universal Queuing CTI CRM Screen Pop Quality Monitoring IVR Speech IVR Scheduled Callbacks Web Call Back Inbound Outbound Blending Conditional Call Routing Web Chat queuing Speech Attendant Customer Database Access Call/Screen Transfer Remote Agents Email queuing Unified Messaging Outbound IVR Virtual Hold Estimated Wait Time and Position in Queue Microsoft Interoperability Suite Automated Outbound Notification
Case Study - Federal, Ontario, Quebec Governments Challenges: 1. Each is composed of multiple Ministries and Agencies 2. Autonomy is important for each Ministry 3. Standardization is important for IT group (PWGSC, Service Ontario, CSPQ ) 4. PWGSC did not want to have to commit to long term contract for their clients 5. SO wanted high degree of customization (IVR self service) for their clients 6. CSPQ wanted to lower their costs vs Cisco based IPCC for their clients 7. No improvements in Centrex ACD for 15 years 8. Delay and expense of MACs 9. Long lead time required for custom reports 10. Did not want to use IP phone sets/like reliability of Centrex lines 11. Security and Privacy is a major concern 12. Needed ability to scale from 10 seats to 600 seats 9
Case Study - Federal, Ontario, Quebec Governments Solution: 1. Cloud based ice contact center powered by Microsoft Windows and SQL Server 2. Works with existing Centrex lines and PBX phones 3. Multi-tenant capability provides autonomy admin, monitoring, reporting 4. Each client can do their own MACs instantly 5. Security TLS, two level authentication, password encryption, 6. Privacy - private DB for each client, all data stays within Canada 7. Custom IVR apps delivered as part of solution 8. Flexible pay as you go (monthly) billing for PWGSC 9. Simple billing model fixed monthly fee per seat (concurrent) plus one-time set up fee 10. Supports multiple agent locations within one Ministry and home agents 10
Case Study - Federal, Ontario, Quebec Governments Results Federal Government 1. Centrex ACD replacement and enhancement 2. Heritage Canada and Health Canada were trial customers 3. 11 more Federal Ministries signed up for cloud based ice contact center no RFP 4. 2 more were required to go RFP we won anyway 5. 4 more premised based ice contact centers 6. TOTAL 15 Ministry ice cloud deployments in18 months, 4 premise based ice deployments Results Quebec Government 1. 4 Ministries and agencies 2. Cisco IPCC replacement 3. Largest client 300 seats. 11
Case Study - Federal, Ontario, Quebec Governments Results Ontario Government 1. 20 Ministries and agencies 2. Over 70 distinct applications built 3. Successful deployments with diverse PBX environment: Nortel, Avaya, Centrex 4. Several Ministries have agents in multiple sites 5. Clients include Transportation, Social Services, Revenue, Justice August 2010: Residential Tenancy Branch First BC Government ice cloud deployment 12
Case Study: City of Montreal Challenges: 1. Amalgamation - 32 distinct boroughs and linked cities 2. Diverse telecom and IT infrastructures 3. Political interest in making amalgamated city appear working together 4. Expensive/slow to make moves/adds/changes 5. High dependency on third parties to support diverse systems Solution: 1. 311 Single Point of Contact call answering 2. Cloud contact center 110 total agents in multiple locations 3. Voice user interface (VUI) allows caller to connect with right resource quickly 4. Fast solution deployment 3 months 5. Replacement of Cisco IPCC solution 6. All-in-one ice solution provides end-to-end tracking and reporting of calls (i.e. IVR+ACD combined) High profile achievement over 1,000,000 calls handled last year
Using automation to improve efficiency Life on ice 15
Education Vertical Student Absentee Notification Homework Notification Supply Teacher Notification / Inquiry Parent Attendance Notification Permit/Facilities Bookings Course Registration FAQ s/event Notification Caller Surveys Contact Centre UC for School Boards & Universities 16
Utility Vertical Meter Reading / Reporting Services Service Enablement / Disconnect Emergency / Event Notification Water Boil Advisory Proactive Power Outage Billing & Account Inquiry Automation Outbound Bill Reminder/Collection Service Reporting Speech Enabled Auto Attendant Contact Center 17
Public Sector Vertical Municipal, Government Applications Non-Emergency Reporting - 311 (211/511/711) Emergency / Event Notification Building and Safety Inspection Booking Transportation Centrex - Enhanced Per Agent Service Parking Ticket Payment Social Assistance Payments Water Meter Reading Customer Surveys FAQ s 18 18
Healthcare Vertical Patient reminders of their upcoming appointments Proactive notification Over-due payments reminder Emergency notifications for first line responders Speech enabled auto attendant to reach patients/ staff 19
Financial Vertical Credit Card Inquiry Pin personalization (MasterCard) Card Activation Address Change Outbound IVR Phone-in Status of Applications Account Inquiries Rate Information Mutual Funds Information Site Locator Say-my-name (speech directory) Telephone Banking 20
Case Study City of Toronto Revenue Services Challenges: 1. Water Meter reading & Parking Tickets 2. The existing parking ticket IVR was end of life and no support and few replacement parts for the hardware, the City was in jeopardy of losing this service channel 3. Extensive manpower required to manually collect water readings Solution: 1. Custom built IVR application part of ice all-in-one product suite 2. Improved line utilization, sharing lines between the applications to reduce costs but still service the complete call volume 3. Extensive manpower cost reductions by reducing number of annual visits to each residence 21
Case Study City of Toronto Building Services The Challenges 1. Scheduling Building Inspections and getting results and reports 2. Existing process - residents called one of four different legacy phone numbers 3. Based on old City divisions before amalgamation to book inspections 4. Frustrating for residents and logistically challenging for the City 5. The process for a resident to find out the results after an inspection and get a copy of the report typically meant an onsite visit to City Hall or wait for the report to be mailed. The Solution 1. IVR with faxback and email so forms can be dispatched electronically 2. Utilizing Speech Recognition for improved user experience 3. Ability to book an inspection 24/7 with the automated system 4. Often construction project completed on the weekend or after hours, 5. City was able to fulfill their commitment to inspect within two business days 6. Improved service to the residents, they can now obtain results and reports instantly via e-mail or fax to improve turn around on moving from one building phase to another 22
A UC Strategy for Public Sector Communications-Enabled Business Processes Integrating communications into applications to optimize business processes Users can access communications capabilities like IM/presence, click-to-call from within the business applications that they are familiar with Applications CEBP Business Processes Case Studies: 1. Government of New Brunswick 2. Peel Region 3. PDX Communications 23
Unified Communications Workloads
Case Study Province of New Brunswick Challenge 1. Official languages act requires citizens to be serviced in either French or English. 2. Problems with current hosted voice mail service from the carrier: Only allows one active greeting per mailbox No hierarchy of department greeting and personal greeting No zero out to attendant at the department level Hosted voice mail service is expensive (approx $3 per mailbox x 10,000 users per month) Solution 1. Exchange 2010 UM with custom built UCMA adaptation 2. Completely transparent to callers 3. Users receive voice mail as email in Outlook. 4. Users record English greeting and French greeting or use default greetings recorded in each language over phone 5. Administrators configure department greetings and attendants through web interface TIP #2 - Exchange UM eliminates hosted voice mail services and replaces existing voice mail. 1. Free speech attendant 2. Customizable through UCMA interface 25
Unified Messaging With Exchange UM PLAY BACK VOICE MAIL ON ANY PHONE LISTEN TO VOICEMAIL THROUGH THE PC TAKE NOTES WHILE LISTENTING TO VOICEMAIL TRACK MISSED CALLS THAT DON T LEAVE VOICEMAIL RELEVANT CONTACT INFORMATION IS EMBEDDED FROM CONTACTS
Case Study Peel Region The Challenge 1. Peel provides an IVR service (TransHelp) for physically disadvantaged citizens to confirm or delete their rides, and check their account balance 2. Interacts with Trapeze booking and scheduling application. 3. Obsolete - Peel can no longer get a support contract from the manufacturer (Intervoice) 4. Does not allow Peel to make any software changes 5. Peel is concerned about hardware failure that could impact this important service 6. Want to add new functionality themselves (example: ability to schedule and book rides) 7. Peel want to leverage their investment in Microsoft OCS 8. Pilot a Microsoft voice application in a production environment 27
Case Study Peel Region The Solution 1. Peel engaged ComputerTalk Consulting 2. ComputerTalk authoured a report for Peel to recommend an IVR and UC strategy based on Microsoft OCS 3. Peel chose ComputerTallk. Develop new TransHelp IVR application with ride booking (UCMA based) Facilitate knowledge transfer so Peel learns how to support application themselves Facilitate developer training so Peel can create their own UCMA based applications What is UCMA? UCMA is an SDK that allows developers to implement communication- and collaborationenabled services against Office Communications Server 2007 R2 and Lync: TIP #3: Very unique Microsoft licensing policy makes UCMA a virtually free IVR and speech IVR platform for external callers. 28
Case Study PDX in Forth Worth Texas The Challenge 1. PDX provides pharmaceutical fulfillment software to pharmacies in US and Canada 2. Launching a new product that will generate a lot more activity/interest 3. Need to ramp up contact center: Reports, quality monitoring, call recording, multi-channel (chat, email) Dynamics CRM deployment Double number of agents to 60 Expert Assistance 4. Current Avaya PBX is old and upgrade path is expensive 5. Currently uses OCS R2 for IM, Presence, Voice and Conferencing The Solution 1. Premise based ice contact center working with Microsoft Lync 2. Total displacement of Avaya PBX in Q1 2011. PDX works with 10,000 retail pharmacies serving over 60 million patients 3. Dynamics CRM screen pop and unified reporting 4. Exchange 2010 UM for voice mail and speech attendant 5. SoftPhone using Lync Communicator 6. All user communication handled through Lync Communicator and Microsoft Outlook. 29
PDX Configuration TIP #4: Start a VoIP pilot project in 2011 30
Call to Action Questions Demo - Information Discussions Phone Me E-mail Me Lync Me Meet Me (800) 410-1051 (647) 244-1335 dmenard@computer-talk.com sip::dmenard@computer-talk.com At exhibition tables today! www.computer-talk.com
Thank-you
Extra Slides 33
What s included in cloud based contact center? Typical Standard Package 1. ACD/Skills based routing for voice calls 2. Auto-attendant and conditional call routing with unlimited prompting/messaging 3. Supervisor Quality Monitoring: Real-time queue and agent monitoring Silent monitoring Call recording with evaluation form Premium Options e-mail, web chat, voice mail in queue, video, fax IVR with database dip Speech IVR Speech attendant Workforce Management/Optimization Bulk call recording Caller survey 4. Outbound call tracking; Click to Call Preview, Progressive, Predictive dialing 5. Extensive cradle to grave reporting (over 100 standard reports) 6. Agent tool bar with call detail display and real-time queue status Custom report accessibility CRM screen pop, Call/screen synchronized transfer 7. Remote/home agents and branch offices Personal voice mail 8. Cost of transporting calls between hosting center and your sites(s) is included in fixed monthly fee. Microsoft Interoperability Suite: Lync, OCS, Dynamics CRM, SharePoint, Exchange, Office, CCF 34
Microsoft Interoperability Suite Office Applications Embedded toolbar in Office applications ice cloud contact center Exchange E-mail routing, queuing and management SharePoint Expert Assist, Dashboards, Screenpop, Click to callback/chat/email Customer Care Framework Unified agent desktop Collaborative browsing Automates workflow Dynamics CRM Self-Service, Conditional Call Routing, Screen-pop, Coordinated Call/Screen transfer, Unified Reporting Lync and Office Communication Server Software powered VOIP, IM queuing, IM self-service Customer premise Microsoft suite 35
All-in-One, Unified Administration voice example You re In Charge email example IM/Chat example 36
icealert outbound notification and appointment reminder The icealert notification system delivers important, time-sensitive information to thousands of people at the touch of a button. Dispatch emergency broadcasts, alerts or notifications through telephone, SMS and email. Remind your clients of upcoming appointments and overdue collections. Survey important patrons about the quality of service they were provided. Improve communications, lower costs and increase efficiency 37
Case Study Alberta Health Services The challenges 1. Missed appointments cost money 2. Equipment and specialists time are wasted 3. Patients often forget to attend appointment if they are not reminded 4. Patients may be required to follow instruction before their appointment (ie fasting) 5. Up to 2,000 appointment reminder calls per month initially * 1 standard message template * English Only * Up to 40 visit instructions The Solution 1. icealert cloud based appointment reminder service 2. TTS message plays back visit instructions 3. Phones/emails/IMs patients 2 days prior to their appointment 4. Patients have option to confirm or cancel 38
Is UC good for Government? People Drive Business Outcomes Amplify the impact of people to empower your organization Improve Citizens Experience Drive Innovation Improve Operations Build Partner/Vendor Connections 39
The Nature of Work Is Changing 100% 80 60 40 Work Styles Different time, different place Same time, different place Same time, same place Working alone 20 0 2000 2005 2010 Percentage of work product that will depend on group input Source: Gartner 41
Presence, Instant Messaging & Telephony PRESENCE INDICATORS INDICATE REAL-TIME AVAILABILITY