Results from the Lab

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Results from the Lab

• Contact Center 2008 Industry Study

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Overview

• Agent capabilities, including status and presence
  propagation
• Productivity enhancement tools
• Agent softphone capabilities
• Integration with UC and IP-telephony
  infrastructures
• Multimedia interactions (Web, chat, IM, SMS,
  video, email, etc.)
• Supervisor capabilities and features including
  productivity, involvement in agent calls
  (training, participating, recording)
• Contact interaction monitoring (real time and
  historical)
• System architecture, and more.

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Contact Center Evolution

• As enterprises and small-to-medium businesses are
  having to meet the new demands of their
  customers, Contact Centers are evolving to
  satisfy these needs

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Whats Changing

• Improved service in current channels (primarily
  voice and email)
• Alternate channels for communications including
  text messaging (SMS), on-line chat, and video
• Combinations of fully automated and
  semi-automated systems for inbound and outbound
  contact center applications
• Migration to SIP as legacy TDM-based systems
  approach end of life

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The Leading Vendors
Considering 8 vendors evaluated
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The Vendors

• These vendors facilitate solutions to new
  industry demands and requirements by designing
  their products around SIP and IT-centric
  Service-oriented Architecture (SOA).
• Each of the product suites reviewed are based on
  features and functions that were demonstrated on
  production systems that are available today.
• Their products are scalable to meet the needs of
  contact centers of every size.

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Customer Satisfaction Metrics

• Primarily a measure of the customer experience
  which includes the customer communications
  experience
• Research shows this directly correlates with
  financial performance

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Solutions

• Figuring out ways to improve your customers
  phone and multi-media communications experience,
  including self-service with the right personal
  touch, can make all the difference.
• Parallel and converged evolution is occurring
  with computing and telecom platforms and
  applications.
• Communication and media servers and associated
  applications can now be implemented virtually
  without limitation to geographic placement.

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Solutions

• Organizations can
• Pool technical and human resources throughout the
  enterprise
• Use Presence information to reach personnel via
  preferred modes of communication based on an
  individuals accessibility over multiple devices
• Improve overall user and customer experience with
  personalization and dynamic interactions or
  treatments for better phone and synchronized
  web applications
• Facilitate efficient and effective collaboration
  throughout the organization
• Consolidate and extend application and management
  systems
• Reduce carrier costs
• Enable executives to readily automate business
  processes and facilitate corporate initiatives

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2008 IP Contact Center Industry Study
Avaya Aspect Interactive Intelligence
SIP Communication Server Avaya Communication Manager v5.0 Media Gateways and Servers such as S8700 series / S8300 (with G650 / G700 Media Gateways) Avaya SIP Enablement Server Digital Communication Processor (Private-label Asterisk PBX) or any 3rd party PBX Customer Interaction Center CIC 3.0
Automatic Call Distributor (ACD) Voice-only Avaya Call Center software v5.0 Component of Communication Manager v5.0 Component of Aspect Unified IP 6.5.1 Component of CIC 3.0
Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Avaya Interaction Center including SIP Services v7.1 Contact Center Express Customer Interaction Express for Mid-market contact centers Aspect Unified IP 6.5.1 Via license keys as needed automatic call distribution (ACD) predictive dialing Internet contact via email or chat Component of CIC 3.0
Interactive Voice Response (IVR) Avaya Voice Portal v4.0 Avaya Interactive Response Avaya Dialog Designer v4.0 Component of Aspect Unified IP 6.5.1 Component of CIC 3.0
Computer-Telephony Integration (CTI) Component of Avaya Interaction Center including SIP Services v7.1 Avaya Contact Center Express Component of Aspect Unified IP 6.5.1 plus multi-vendor adapters Component of CIC 3.0
Reporting Analytics Avaya IQ Avaya Operational Analyst Component of Aspect Unified IP 6.5.1 via Unified Command and Control Reporting (formerly Aspect DataMart) Component of CIC 3.0
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Avaya Aspect Interactive Intelligence
Quality Monitoring Recording Witness ContactStore software-based recording solution Witness Quality for Communication Manager NICE call recording and quality monitoring solutions Verint call recording and quality monitoring solutions Component of Aspect Unified IP 6.5.1 Advanced capabilities Aspect Quality Management (from PerformanceEdge Suite) Interaction Recorder
Workforce Management Avaya Workforce Management / Blue Pumpkin (Witness) solutions Aspect eWorkforce Management 7.0 (from PerformanceEdge Suite) Workforce Management Interaction Optimizer Also Integration with Blue Pumpkin IEX GMT Aspect eWFM and others
Management Systems and Other Converged Network Analyzer (CNA) Other Contact Center products Proactive Contact Avaya Proactive Contact Avaya Predictive Dialing System Other Avaya products Unified Communications Full portfolio of messaging, conferencing, collaboration products Communications Enabled Business Processes Communications Process Manager Communications Event Manager Knowledge Base and Auto email reply with confidence level - component of Aspect Unified IP 6.5.1 All-in-one platform Messaging Interaction Center voice mail and native unified messaging Interaction Dialer Interaction Monitor Interaction Director eFAQ Interaction Gateway Interaction Feedback -- customer satisfaction surveys
Source 2008 Miercom Contact Centers Industry
Study
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ProductsAvaya Call Center and Interaction Center
7.1

• Runs on a Linux based appliance capable of all
  TDM or all IP with media encryption and server
  isolation or a combination of TDM and IP
• Flatten Consolidate, and Extend
• Massive scalability ability to support 10,000
  agents on single server
• With FCE model, it is easier to provide the right
  agent on demand with expertise and overflow for
  branch-based customer service personnel
• Inbound customer contacts can be routed according
  to skill set, availability or prior contact
  history
• Use a common business model, yet maintain
  personalized identities
• Can support consistent processes and brand images
  across the enterprise

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ProductsAvaya Call Center and Interaction Center
7.1

• Communication Server
• Avaya Communication Manager 5.0
• Expanded SIP trunking options
• Improved support of SIP-based telephones
• Foundational support for increased suite of
  communications applications

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ProductsAvaya Call Center and Interaction Center
7.1

• Contact Center Products
• Avaya Call Center 5.0
• Customer Interaction Express 1.1
• Avaya Communication Manager 5.0
• Customer Interaction Center 7.1
• Business Advocate and Advanced Segmentation
• Avaya Call Center Elite
• Avaya Voice Portal/Interactive Voice and Video
  Response (IVVR)

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ProductsAvaya Call Center and Interaction Center
7.1

• Management and Supervisory Capabilities
• Avaya Voice Portal/ Interactive Voice and Video
  Response (IVVR)
• Use of 3G video cell phones Internet videophones,
  video-enabled personal computers
• Show callers menu choices, product options, and
  instructional video clips
• Show dynamic information such as personal account
  info. , airline flight options and current stock
  prices
• Proactive Contact for Outbound Campaigns

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ProductsAvaya Call Center and Interaction Center
7.1

• Other functions
• Third-party applications for Contact Recording
  and Qulaity Monitoring
• Computer-telephony Integration (CTI)
• Clients /Agent Desktops
• Software Support plus Upgrades

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ProductsAvaya Call Center and Interaction Center
7.1
Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTI Reporting Analytics
Avaya Interaction Center including SIP Services v7.1 Operating system / architecture Avaya Communication Manager v5.0 Linux Linux (via Communication Manager v5.0) Windows, AIX, Solaris Web Services, SOA Linux, Sun Solaris VXML 2.0 / 2.1 certified Web Services, SOA Windows, AIX, Solaris Web Services, SOA Avaya IQ Avaya Operational Analytics
Scalability (range) users / simultaneous calls 100 users to 36,000 on a single system over 1 million users on a single network agents / supervisors 7,000 agents per single server with ability to scale multiple servers agents / supervisors No software limit IVR Port capacity No software limit N / A Avaya IQ unlimited Avaya Operational Analyst - ???
Pricing 400 / seat, plus 250 to 650 for additional PBX-based call-routing options 50 Agents 1,877 / seat Total 93,850 100 Agents 1,577 / seat Total 157,700 200 Agents 1,427 / seat Total 285,400 300 Agents 1,377 / seat Total 413,100 50 Agents 3,877 / seat Total 193,850 100 Agents 3,277 / seat Total 327,700 200 Agents 2,977 / seat Total 595.400 300 Agents 2,877 / seat Total 863,100 300 to 500 per port 10,000 for software (total) Contact Avaya for pricing
Source 2008 Miercom Contact Center Industry Study
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ProductsAvaya Call Center and Interaction Center
7.1

• Miercom rates Avayas IVVR the best portal based
  on extended capabilities

Voice Portal and Interactive Voice Video
Response
Avayas Call Center and Interaction Center 7.1 is
Rated Best Voice Portal and Interactive Voice
Video Response (IVVR) in the 2008 Miercom IP
Contact Center Industry Study
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ProductsAspect Unified IPTM 6.5.1

• Major player in contact centers for more than 35
  years
• Meet all contact center needs via comprehensive
  interaction management and performance
  optimization
• Created first workforce management system and the
  first dialer
• Subsequent innovation and overall contact center
  experience

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ProductsAspect Unified IPTM 6.5.1

• Communication Servers
• Supports all major PBX/Communication Servers on
  the market
• Supports any TDM or SIP 2.0 compliant environment
• Aspect Digital Communication Processor (DCP)
  provides Media Gateway functionality
• Web call-backs are enabled via an API on the
  enterprise web server

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ProductsAspect Unified IPTM 6.5.1

• Contact Center Products
• Aspect Unified IP
• Aspects Unified Command and Control
• Leverages all fixed granular data elements
  occurring in the contact center environment
• Stand-alone tool that aggregates information from
  disparate systems and data sources
• Integrate multiple contact centers across an
  enterprise
• Aspects Unified Director
• PerformanceEdgeTM

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ProductsAspect Unified IPTM 6.5.1

• Other functions
• Third-party applications
• Nuance
• CallMiner Eureka!
• Merced
• OpenSpan
• Computer-telephony Integration (CTI)
• Agent Desktops
• LYRICallTM

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ProductsAspect Unified IPTM 6.5.1
Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTI Reporting Analytics
Aspect Software (formerly Aspect EnsemblePro) Unified IP Contact Center 6.5.1) Operating system / architecture Linux OS Component of Multi-media Contact Distributor Windows 2003 CTI middleware with multiple IP-PBXs SOA new in v6.5 Windows 2003 VXML 2.0 Certified 2.1 Compliant SOA / personalization Windows 2003 Component of Multi-media Contact Distributor Windows 2003 Unified Command and Control Reporting (formerly Aspect DataMart)
Scalability (range) users / simultaneous calls up to 2,000 agents / supervisor up to 2,000 simult agent seats inbound, 1500 simult agent blended agents / supervisors up to 2,000 seats inbound, 1500 blended IVR Port capacity 8,128 N / A As many as 40,000 agents across 40 nodes
Pricing Starting at 12,000 for 50 agent seats. Price varies from there depending on of agents and required TDM/IP capabilities 50 Agents 1,000 / seat Total 50,000 100 Agents 1,000 / seat Total 100,000 200 Agents 1,000 / seat Total 200,000 300 Agents 1,000 / seat Total 300,000 50 Agents 2,300 / seat Total 115,000 100 Agents 2,300 / seat Total 230,000 200 Agents 2,300 / seat Total 460,000 300 Agents 2,300 / seat Total 690,000 5,000 for the system, regardless of number of agent seats 15,000 for the system, regardless of number of agent seats Starts at 50 per seat and varies based on implementation requirements
Source 2008 Miercom Contact Center Industry Study
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ProductsAspect Unified IPTM 6.5.1

• Miercom rates Aspect the Best in Supervisor and
  Real-time monitoring and Reporting with Aspects
  Unified Command and Control in stand-alone and
  large contact center environments

Best Supervisor and Real-Time Monitoring and
Reporting
Aspects Unified IP 6.5.1 is Rated Best
Supervisor and Real-Time Monitoring and Reporting
in the 2008 Miercom IP Contact Center Industry
Study
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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0

• Originally designed from the ground up to
  facilitate communications using all channels and
  media from a single platform
• Foundation on which all Interactive Intelligence
  products are based for centralizing business
  interactions
• All-software design which leverages standard
  servers and Service-oriented Architecture (SOA),
  while increasing reliability, security and
  scalability
• Scales up to several thousand agents and between
  5,000 and 15,000 enterprise users per server
• Localized in 18 different languages
• Include reduced integration requirements,
  centralized multi-channel processing and
  inbound/outbound blending, and single point of
  administration for all of their components

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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0

• Communication Servers
• Customer Interaction Center
• Provides solutions for large enterprises
• Increased security with SRTP for VoIP and TLS for
  privacy between communication applications and
  users
• Enhanced mobility with a mobile client
• Broader integration to Microsoft OCS and Exchange
• Simplified Deployment
• Interaction Administrator

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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0

• Contact Center Products
• ACD Multimedia Queuing
• Interaction Director
• Interaction GatewayTM
• Interaction OptimizerTM
• Interactive Voice Response (IVR)/ Speech
  recognition solutions
• Interaction Designer

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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0

• Contact Center Products
• Computer-telephony Integration (CTI)
• Interaction Recorder
• Interaction Dialer
• e-FAQ
• Interaction Report AssistantTM
• Interaction Feedback

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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0
Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTI Reporting Analytics
Interactive Intelligence Customer Interaction Center 3.0 Operating system / architecture Windows 2003 / .Net Component of Multi-media Contact Distributor Windows 2003 / C .Net Windows 2003 / Not VXML 2.0 / 2.1 certified Component of Multi-media Contact Distributor Component of Customer Interaction Center 3.0
Scalability (range) users up to 15,000 PBX users agents / supervisors up to 5,000 per CIC server agents / supervisors up to 5,000 per CIC server IVR Port capacity Tested over 250,000 users N / A Same as CIC scalability, contingent on database server performance if reports run simultaneously
Pricing 50 Agents 2,000 / seat Total 100,000 100 Agents 2,000 / seat Total 200,000 200 Agents 2,000 / seat Total 400,000 300 Agents 2,000 / seat Total 600,000 50 Agents 4,000 / seat Total 200,000 100 Agents 4,000 / seat Total 400,000 200 Agents 4,000 / seat Total 800,000 300 Agents 4,000 / seat Total 1,200,000 __ __ Reporting add-on per user - 140.00
Source 2008 Miercom Contact Center Industry Study
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ProductsInteractive Intelligence Customer
Interaction Center (CIC) 3.0

• With extensive integral applications, Miercom
  rates Customer Interaction Center 3.0 from
  Interactive Intelligence Best All-in-One
  Multimedia Contact Center

All-in-One Multimedia Contact Center
Interactive Intelligences Customer Interaction
Center (CIC) is Rated Best All-in-One Multimedia
Contact Center in the 2008 Miercom IP Contact
Center Study
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QUESTIONS?
Contact rsmithers_at_miercom.com
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