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…in the Contact Center

ITEXPO East 2010

Presented by:
Corey McFadden, Managing Partner
Agenda

Contact Centers: SMB & Enterprise


•Identifying “hidden” contact centers.
•Basic needs & analytics.

Asterisk as a platform
•Asterisk PBX Features
•Case Study: The Philadelphia Apartment Co.
•Switchvox
•Case Study: PartMaker
•Asterisk + Contact Center Platform (Presence)
•Case Study: Harriet Carter Gifts

Conclusion

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Identifying Contact Centers

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Traditional Contact Center

•“Call Center” agents for many departments.

•Typical PBX platform for


non-agent users (majority).
•Traditionally inflexible.
•Heavy IT involvement in
day-to-day operations.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
The “Hidden” Contact Center
• What is a hidden contact center?
• Many organizations have one or more

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
“Hidden” Contact Center Examples
• Functions often include:
• Customer Inquiries
• Lead Generation
• Scheduling Confirmations

• “Surprise” Example:
• Medical Offices

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Basic Platform Needs

SMB
•PBX + Basic ACD for some groups.
•CDR or Light Analytics

Enterprise
•PBX + ACD for many groups.
•Workflow-oriented tools and call flows.
•CDR + Analytics Suite

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Reporting Needs

CDR
•“Call Accounting” is the primary aim.
•Calls by source, destination, trunk
•User accountability, tracking…
•Accounting codes, etc.
•Enough for many customers, most SMB (80/20)

When analytics is needed…


•Generating repetitive reports is painful
•CDR not good at illustrating call outcomes.
•CDR not a true productivity measure.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk in the Contact Center…

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Different Flavors

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Different Flavors

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk Examples

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk in the Contact Center

•Inexpensive
•Excellent PBX Functionality
•Extensible
•Numerous Free/OS Tools
•Good 3rd Party Analytics Apps

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk CDR Package

•http://www.areski.net/asterisk-stat-v2/

•Most popular Asterisk CDR reporting tool.


•Free and customizable.
•Enough data for some customers.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
CDR Data: Productivity Reporting
•Agents measured by calls placed

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
CDR Data: Staff Optimization
•Call volume by day of the week.

Monday morning!

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Contact Center Analytics
•“Off the shelf” Analytics Packages

•QueueMetrics
•Mature statistics package
•License: ~$850 USD (600 EUR) to $5,000+ USD

•Asternic
•Free “Lite” Version
•New offering from the creator of the Asterisk Flash Panel.
•License: ~$500 USD
•www.asternic.biz

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
QueueMetrics - Analytics

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
QueueMetrics - Analytics

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
QueueMetrics - Analytics

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
QueueMetrics - Analytics

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Case Study: Philly Apartment
Co.
Business
•Inbound / Outbound Agent Environment
•Leads generated from print, web, referrals.
•< 25 agents in a single facility.

Platform
•Open Source Asterisk
•Free Asterisk CDR
•Analytics “Lite” Application

Key Benefits
•Call Distribution (Round Robin, 2 Queues)
•Monitoring & Coaching
•Analytics (Productivity, ad effectiveness, etc.)

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk Limitations

Platform
•Asterisk is the PBX & Platform
•All reporting, tools, etc. are provided by community

Workflow
•Agent desktop & screen pop
•Productivity metrics are call-based

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Switchvox Examples

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Switchvox in the Contact Center

•Available as an appliance
•“All in one” system
•ACD
•IVR
•Built-in CDR and basic analytics.
•Integrates with third-party products.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Switchboard
•View and manipulate calls

•Drag and Drop Transfers and


Parking

•Record call

•Monitor employee calls,


whisper, and barge

•Click to Dial

•Queue status

•Chat

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk in the Contact Center – ITEXPO East 2010
www.infradapt.com – 215-525-7000
Switchvox: ACD / Call Queues

•Customizable call routing


options

•Highly visible status


through Switchboard

•Extensive reporting
options

•Flexibility

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Reporting
•Gather extensive call data
with just a few clicks

•Can be made available to


supervisors and
management without
enabling access to critical
system configuration
options

•View on web as a graph or as


data

•Export to Excel

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Case Study: PartMaker
Business
•Domestic division of international software company.
•3D CAM software for manufacturing.

Platform
•Switchvox AA350
•Single Location, Remote Users
•ACD group for sales and service users.

Key Benefits
•Remote users and roaming agents capture more opportunities.
•New visibility into queue analytics, etc.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk + Enterprise Contact
Center Platforms

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Asterisk & Contact Center Platforms

•Enterprise Featureset
•Predictive Dialer
•Consolidated Analytics
•Agent Productivity
•On-Screen Scripting
•Voice / Screen Recording
•etc.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Enterprise Platforms

Stand-Alone
•Aspect
•Genesys
•Interactive Intelligence
•etc.

Asterisk-Integrated:
•Presence OpenGate
•Aheeva
•Asteria
•ContactQ

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Advantages

Asterisk-Integrated Platform Advantages


•Lower Cost
•Flexibility
•Typically Open Platforms
•“Future Proof”

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: Outbound

Outbound Campaigns
•List Management
•Scheduled Callbacks
•Outcome Reporting

Dialer
•Preview
•Progressive
•Preview
•Robo-Calling (“Broadcast Dialing”)

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: Inbound

Application Integration (“Screen Pop”)


•CRM or Line of Business Application

Skills-Based Routing
•Best agent for the job
•Language Skills, Product Knowledge, etc.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: Analytics

Agent Productivity
•“Not ready” reasons
•Breaks
•Average call handling, wrap-up, etc.

Campaign Productivity
•Calls by outcome
•List effectiveness
•Effectiveness by region, time zone, demographic, etc.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: Supervisor Dashboards

Agents, Campaigns, etc. : Visualized


•Status Screens
•Who is on calls, break, etc.
•Productivity
•Average talk time, closure rates, etc.
•Integration w/other internal systems.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Presence Dashboards

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: On-Screen Scripting

Agent Scripts
•Sales
•Order Entry
•Customer Service
•Decision Trees, Rebuttals, etc.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Presence: Scripting Tool

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Feature Focus: Quality Assurance

Monitoring and Coaching


•Live Listening
•“Whisper” to Agent

Voice and Screen Recording


•Auditing
•Fraud Prevention
•Archival

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Presence Agent Workstation
Presence
Agent Toolbar

URL integration

Screen Pop-up

Contact
Qualification
Window

Free Area for


Other Applications

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Case Study: Harriet Carter
Business
•Catalog retailer since 1958, mailed
to millions annually.
•Several offices connected via MPLS.
•Large carrier footprint:
DS3+12 PRIs.

Platform
•Asterisk Business Edition
•Presence OpenGate

Project
•Replace AVAYA Definity PBX & Call Center Platform
•Implement New Features

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Case Study: Harriet Carter
Challenges
•Gracefully transition user & agent groups.
•Zero downtime.
•Re-use equipment.

Results & ROI


•Reduced maintenance and administrative costs.
•Monthly agent productivity return of $5000+
•Conversion improvement in “upsell” program.
•Able to hold outsourcers/agents to higher standard.
•Fraud reduction.

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Conclusion
Asterisk Fits
•Small to Medium Contact Centers
•Simple ACD
•Basic Reporting Needs

Switchvox Fits
•Integrated Management Tools
•Integrated Agent Screen
•Basic Analytics Needs

Asterisk + Contact Center Platform Fits
•Complex Enterprises
•Outbound Campaigns

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000
Conclusion
•Visit www.digium.com
•Visit www.presenceco.com
•Stop by Infradapt’s booth (D-11).

Asterisk in the Contact Center – ITEXPO East 2010


www.infradapt.com – 215-525-7000