IP CONTACT CENTER SERVICE (IPCC)

Transcription

1 Copyright 2015VNPT Technology SERVICES DESCRIPTION IP CONTACT CENTER SERVICE (IPCC) Hanoi, 21 st November 2015

2 IP Contact Center Service (IPCC) 1. General information IP Contact Center is a new concept based on the concept that Call center is a management center focusing on interactions with advanced platform built on IP. If a traditional Call Center is considered to be forms of communication with clients mainly via phones, the IP Contact Center is a combination of unified modes of interaction with customers, from telephone, , website to chat (direct dialogue) or instant messaging IP Contact Center offers advanced functions: o Pretreatment calls to authenticate the caller and call features. o Maximize the self-service services, freeing agents from the basic, repetitive service and focused on skills and customers that offer greater value o Automatically forwarding the call to the appropriate available agents agentgroup. o Automatic coordinate between inbound and outbound calls depending on the flow of information o Connect CTI (Computer Telephony Integration) with enterprise information systems. o Monitoring and traffic flow administrator stations to configure the system in real time. o Real-time reports and historical reports on each individual part or combine several components. o Along with the development of information technology, enterprises now have more options to manage the relationship and dealing with the customers, the IPCC system can be self-deployed by enterprises or leased, transfer to a specialized agency to undertake. 2. Functions and benefit to users Functions of services Genesys is an open system based on international standards that support many types of third parties infrastructures, phone systems, ACD/PBX systems

3 and IVR service providers, CRM systems, Media Gateway, the Desktop tools, operating systems and databases... Open architecture of IPCC Genesys Genesys solutions provides flexible reporting system with the Genesys Interactive Insights which supports real-time reporting and historical reporting. Genesys Interactive Insights includes IPCC reports of multiple services channels (voice, and web / chat...); supports interactive reporting interface (i.e. the ability to analyze drill up / down, roll-up...); support store reports; provide useful information for business orientation - provide view on activities, service s demand that are deploying. For example, it create tables of information about the needs of the customer (customer gold, silver, copper); ensures the users privilege, allows operators to assign reporting-privilege that suit each user as site administrator, supervisor, telephone operators. Outstanding characteristics of the service o Flexibility Genesys provides products with various features and modular which help storing the investments and deploy services quickly. o Scalability

4 Supporting for long-term growth of the business, Genesys provides Contact center software which is the most scalable of all the same system with the ability to route nearly 1million calls and more than 40,000 s per hour. Genesys can be scalable to support from our smallest customers with 7 operators to the biggest with telephone operators. The expansion is achieved by allocating the Genesys software in different servers on demand and added some other components being capable of increasing system load distribution. As a result, VNPT got more satisfaction from customers and better market share. o Verification Many businesses already used Genesys products and a lot of employees are trained globally as well as locally. We have experience in developing sharingapplications. These experiences will be applied when implementing projects for VNPT Hanoi, helping minimize the risks and providing the best experience. o Centralized configuration and architecture management Due to Genesys s centralized configuration and architecture management, administrators can monitor and manage Contact centers of the enterprise on a single interface. o Local and wordwide support We supports VNPT Hanoi through a local partner (eg OCE). This is a model that has been proven successfully. We are going to decentralize more for VNPT Hanoi to increase self-governance accordingly. 3. How it work? IPCC System provides platform that can deploy services to customers, tools of support, management, and supervision and operate the system. Otherwise IPCC system also allow new services to be developed For end users, IPCC brings services such as voice, , co-browsing, chat. For administrators and operators, IPCC provides client service-deployment platform, recording systems, reports, tools, services development, administration interface... o IPCC system is divided into 3 levels as follows:

5 IPCC system model IP Network Infrastructure Including devices such as switches, routers and other equipment LAN / WAN that provides IP connectivity to the IPCC system. Voice Network Infrastructure Including devices that provide IP-PBX phone service and PSTN integration. Application level / service IPCC include: - Routing: Collect customer s requirements, execute routing scenarios to choose suitable process - IVR-based Service: Execute script IVR allows interactive automatically with customers via DTMF, IVR applications that use TTS system for converting text to speech. - Agent-based Service: Through the routing function, customers can contact the agent via multiple channels including voice, , chat, web-co. - Outbound Service: Services divided into outbound IVR-based and outbound agent-based. - eservice: Customers can contact through multiple channels to the IPCC and is served by an agent or responses automatically, depending on routing scenarios.

6 - Agent Desktop: Allows agents to receive and exchange information via computer.. - Recording: Recording the calls in the system and playback utilities. - Reporting: Generate the report template under different criteria. 4. Cost We have experience and the ability to integrate IP Contact Center with network infrastructure and current IT systems to meet customers requirement for development. Our technology uses standard hardware, reducing total cost of ownership, being in accordance with hardware maintenance agreement of enterprises. We help investors achieve long-term strategy throughout their products. Each product will bring separate business interests and help to retrieve investment. 5. Actual deployment - IPCC project in central areas in Da Nang (12 cities) - IPCC project for Home Credit, the banking system - IPCC project in northern area in Hanoi (28 Town / Cities). GMPLS / ASON network was introduced on the basis of the Control plane on Transport plane. Control plane using protocols such as OSPF-TE routing, RSVP-TE, LMP to exchange information with each other. Therefore, one node OTN has the whole network database accordingly. Therefore, configuration and connection editing become flexibly and effectively. Especially, the system will automatically restore service after incidents by restoration function.

7 Alcatel 1000 S12 Voice Gateway Signalling Gateway Voice PSTN (SS7, R2, ISDN, H248) SCP Voice Gateway Signaling GW Mediant 3000 OpenCA SIP/RTP CIM Servers (IPCC Core Platform) Kết nối PSTN HA NOI AGENTS CORE NETWORK Core Switch IP-PBX Servers (SIP Server, Media Server..) , Web, Chat Genesys Voice Platform, TTS IVR Servers IVR Application, Provisioning INTERNET Co-browsing Chat Kết nối Internet Core Router VNPT WAN Access Router 27 Provinces DMZ Outbound Dialer Genesys Media Interaction ( /Web-co/Chat) Voice Recording (Quality Manager, Screen Capture)... GAD Servers (Agent Desktop) Reporting Server (Informat, Interactive Insights) VNPT Hà Nội IPCC DB Server Cluster Pictures of implemented service for VNPT Hanoi 6. Contact Center of Technical Support and Customer Care Address: 1 st floor, VNPT Technology,124 Hoang Quoc Viet, Nghia Tan, Cau Giay, Hanoi Telephone: (24/7) support@vnpt-technology.vn