Cisco - Beyond The Basics of The Virtual Call Center 1210

1210
1014_05F9_c1 © 1999, Cisco Systems, Inc. 1
Beyond the Basics of the

Virtual Call Center
Session 1210
1210
Copyright © 1998, Cisco Systems, Inc. All rights reserved. Printed in USA.
1014_05F9_c1.scr 1
Overview
• Introduce GeoTel
• Product/Technology Overview
• Q&A
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Who Is GeoTel?
• Mission
• Market
• Customers
• What do we do?
• Where are we going?
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GeoTel Mission
To Be the Leading Provider of

Customer-Interaction Software
Solutions for Mission-Critical
Call-Center Applications
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GeoTel Market
• Call centers
• Single and multiple sites
• Contact centers
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GeoTel Customers
Advantis Deluxe Check Optus Communications
Aetna Fidelity Investments Institutional Oriental Trading
Airtel Fidelity Investments Retail Pacific Gas & Electric
America Online First USA PrimeCo
American Airlines First Union Private Healthcare Systems
American Express Gateway 2000 Progressive Insurance
Credit Cards
GM Acceptance Corp. Prudential Insurance
American Express Travel
GTE Spiegel
British Telecom
Hewlett-Packard Sprint
Call Interactive
Household Credit Services Sprint CSB
Capital One
IBM Sprint PCS
Carlson Wagonlit
Internal Revenue Service Sprint Telemedia
Citicorp
J.C. Penney Credit Services State Farm Insurance
Compaq Computer
J.C. Penney Life Insurance Toshiba
Continental Airlines
Lands’ End United Parcel Service
Damark International
Matrixx Marketing US Airways
Delta Air Lines
MCI
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What GeoTel Does (Business)
• Solves the three basic problems

of customer service
• Saves call centers $$
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Improved Customer Service
• Customers no longer have extended

waits to speak to a human
• Customers no longer rerouted
about the business
• Customers no longer required to
restate identifying information
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Reduced Operating Costs
• Cost of 800 service reduced

• More efficient use of resources
(human and capital)
• Win!—Win!
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What GeoTel Does (Technical)
• Creates a virtual call center

Normalizes heterogeneous environment
Distributed fault tolerance
Network-to-desktop CTI
(Computer-Telephony Integration)
Centralized command and control
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Call Center Applications Are

Islands of Technology
ACDs
IVRs
Application
Databases
Networks
Percent
Allocation
@
Desktop/Agent
Applications E-mail
www.
Management
Information Internet
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GeoTel’s Integrated Solution
Enterprise-Wide Customer-Interaction Platform

Network Internet IVR ACD Dialer Appl. CTI
Interfaces Gateway Interfaces Interfaces Interfaces Gateway Gateway
Customer Answering Resources
• Networks
• Internet
• IVRs
• ACDs
• Desktop
Applications
• Databases
Customer Agent
Managing the
Interaction Between
Customer and Answering Resources
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GeoTel Typical Customer Profiles

A B C D E
Industry
Industry Travel
Travel Investment
Investment Services
Services Investment
Investment Services
Services Insurance
Insurance Retail
Retail
Carriers
Carriers AT&T
AT&T AT&T
AT&T AT&T,
AT&T, MCI
MCI MCI
MCI Sprint
Sprint
ACDs
ACDs Lucent,
Lucent, Nortel
Nortel Aspect
Aspect Lucent,
Lucent, Nortel
Nortel Lucent
Lucent Lucent
Lucent
IVRs
IVRs Periphonics
Periphonics Direct
Direct Talk
Talk Network,
Network, Intervoice
Intervoice Conversant
Conversant Conversant
Conversant
CTI
CTI Yes
Yes Yes
Yes Yes
Yes Yes
Yes No
No
Sites
Sites 26
26 44 77 55 33
Agents
Agents 4,000
4,000 1,200
1,200 2,400
2,400 2,200
2,200 700
700
Calls
Calls 60,000/day
60,000/day 80,000/day
80,000/day 100,000/day
100,000/day 100,000/day
100,000/day 26,000/day
26,000/day
Representative Results
Improvements in Customer Service Call Center Cost Savings
• ASA decreased from 28 sec. to 8 sec. • 15% increase in agent Productivity
• Handle time decreased from • 50% reduction in T-1 utilization
190 sec. to 160 sec. • 11% savings in manpower resources
• Calls handled by IVR increased by 10% • Carrier costs reduced by 20%
• Abandoned calls reduced by 30% • ROI in three to nine months
• Service levels increased by 4%
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Where Are We going?
• Movement is to a
customer contact center
• Multiple channels
(Voice, fax, Web, e-mail,
chat, and video)
• Remote and non-ACD agents
• IP voice
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Product Overview
• ACD-bound agents
• Enterprise structure
• Normalization
• Distributed fault tolerance
• Non ACD-bound agents
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Enterprise-Wide Intelligent
Call Treatment
Primary
Primary Redundant
Redundant
Central
Central Central
Central
Controller
Controller Controller
Controller
Application
Customer Server
Database
Wide Area Data Network
Bard
Davox Cybernetics
Call WFM Pipkins
Melita Desktop IVR CTI
EIS Blending SS7 TCS
CTI link Driver Links Custom
Aspect
TAPI Rockwell
SCP Nortel
IVR
Lucent
Desktop Conversant AT&T Public Siemens
Internet
Integrated IBM BT Switched Open CSTA
Applications DirecTalk Concert Network
Active X InterVoice MCI
Periphonics
Cisco Optus
Voicetek Sprint
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Single Site ICR/CTI View
PSTN Internet
PG
NIC ICR
IVR
PG
Agent Agent Server
PBX
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Network-to-Desktop CTI Challenges
• Real-time view of entire enterprise

• Must be very fast!
• Distributed fault tolerance
• Distributed processing
• Normalize heterogeneous
environment
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GeoTel—Enterprise Agent
ACD
Public IVR
Network Q-Point
Call Center
PBX Home Agents
IVR
Branch Office ICR
Q-Point
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GeoTel—Enterprise Agent
• Key attributes of an ACD

Network interface
Call treatment processing and
agent selection and queuing
Reporting
CTI links
Port switching matrix
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Virtual Call Center Opportunity
Old World New World

Data
Data Tele-commuter Email
Network
Data
Converged
All Media Network Video
Video PBX
Same wire Conf.
Voice Mail Headquarters Unified Data

Voice Voice
Difficult to bridge Single network and integrated

separate networks, data and voice applications,
multiple locations Branch Office independent of location
• Key driver for integration of data, voice, and video

• Development of new applications based on IP Voice
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GeoTel Customer Benefits
• Mission-critical platform for integrating

multi-vendor, multi-carrier applications
• Intelligent call distribution
• Enterprise CTI
• Customer-profile routing
• Skill-based/resource-based routing
• Consolidated, enterprise-wide reporting
• Increased customer responsiveness
• High value, quick return on investment
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Please Complete Your

Evaluation Form
Session 1210
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1210

1014_05F9_c1 © 1999, Cisco Systems, Inc. 1

Beyond the Basics of the

To Be the Leading Provider of

What GeoTel Does (Business)

• Solves the three basic problems

• Customers no longer have extended

Reduced Operating Costs

• Cost of 800 service reduced

• Creates a virtual call center

Call Center Applications Are

Enterprise-Wide Customer-Interaction Platform

GeoTel Typical Customer Profiles

Single Site ICR/CTI View

Agent Agent Server

• Real-time view of entire enterprise

PBX Home Agents

• Key attributes of an ACD

Virtual Call Center Opportunity

Old World New World

Voice Mail Headquarters Unified Data

Difficult to bridge Single network and integrated

• Key driver for integration of data, voice, and video

• Mission-critical platform for integrating

Please Complete Your

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