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Adapting to the new economy: How Asterisk contact centers fit the bill

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Staffing / Development. System Management. New, ongoing training (on traditional systems) ... One environment, many solutions. Asterisk 'Circle of Strengths' ... – PowerPoint PPT presentation

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Title: Adapting to the new economy: How Asterisk contact centers fit the bill


1
(No Transcript)
2
Adapting to the new economy How Asterisk
contact centers fit the bill
  • Matthew Nickasch
  • IP Communications Consultant
  • Industry Analyst

CONSIDERING CONVERGENCE
3
Presentation Outcomes
  • Identify and illustrate the modern contact center
  • Discuss the major obstacles affecting enterprise
    and corporate telecommunications
  • Economic Focus
  • Cost / Feature Concerns
  • Apply to Contact-Center Environments
  • Advocate why Asterisk is a revolutionary driver
    and platform for contact center environments

4
A Telephony Revolution
  • Growth, peak, and decline of traditional PBX
    design implementations
  • Convergence, UC, Cloud Telephony
  • Fixed-Mobile Convergence (FMC)
  • Intelligent Contact Centers
  • Standards-Based Interoperability
  • Overall Integration

5
Contact Centers... Re-defined!
  • Not a boxed solution… always changing
  • Many uses, implementations, strategies
  • Integration, flow of
  • information,
  • and mobility!
  • Tie to Business
  • Processes Logic

INFLUENCE
6
Contact Centers... Re-defined!
  • Unconfined Global Resources
  • Geographically distributed workforce and agents
  • Maintaining Customer / End User Experience

7
Contact Centers... Re-defined!
  • Overall Focus?
  • Advances in technology and effectiveness are
    demanded
  • Obstacles are presented in traditional contact
    center implementations
  • A balancing act!

8
Modern Contact Ctr Obstacles
  • Cost
  • Per user / feature / trunk ratio
  • Custom integration ERP, CRM, critical systems

Legacy?
9
Modern Contact Ctr Obstacles
  • Solution / provider lock-in
  • Proprietary systems -gt core to client
  • Standards-based interconnectivity
  • Contact Centers no longer limited to geography
  • Same solution at each site? (legacy hardware)
  • Inter-system connections (licensing)
  • Remote users / telework (licensing)

10
Modern Contact Ctr Obstacles
  • End user / customer experience
  • Bad experience?
  • Frustrated employees
  • Frustrated customers
  • Technology complements not supplements
  • Important in contact center environments
  • Invisibility

11
IP Communications The Economy
  • Limited capital budgeting
  • Proprietary Hardware (core to client)
  • Licensing (per site, seat, feature, port)
  • Single-solution single-vendor centralization
    concerns
  • Costly support contracts, training

12
IP Communications The Economy (2)
  • Staffing / Development
  • System Management
  • New, ongoing training (on traditional systems)
  • Proprietary protocol support
  • Closed-loop development

13
IP Communications The Economy (3)
  • Interoperability
  • Core-level
  • Multi-site interop
  • External trunking and dialtone
  • Client-level
  • Cost per endpoint / user / feature
  • Proprietary vs. Standards-based

14
Welcome Asterisk!
  • Endless Possibilities
  • Open Development
  • QA Frustrations with closed logic?
  • Community-Powered
  • 3rd Party Solutions Integration
  • Blurring PBX vs. Contact Center lines
  • One environment, many solutions

15
Asterisk Circle of Strengths
16
Interoperability
  • Core / Carrier / ITSP
  • Historically proprietary
  • Asterisk
  • Modular use of channels
  • Talks to many networks and environments
  • Ex. SS7
  • Open development encourages diverse technology
  • Adaptability and Future-Proof

17
Interoperability
  • Client
  • Standards-based
  • SIP, IAX…
  • Open development encouraged
  • Even support for closed technologies!
  • UNISTIM, SCCP drivers in development
  • Presence
  • Busy/free status, global presence across
    systems and geographic barriers

18
Scalability
  • Large to small…Asterisk does it all!
  • Switchvox
  • Leading integration and scalability
  • (10 users to 100s)
  • Contact center features built in!
  • Similarity
  • Very similar foundation, code, fundamentals from
    SMB to Large Enterprise
  • Simple to deploy and maintain

19
External Integration
  • Lots of important enterprise applications
  • ERP, CRM, Order Management, etc…
  • Business Intelligence
  • Asterisk prevents data silos!
  • Accomplishing Integration
  • Availability of the Asterisk Community
  • Ideas… to Implementation
  • Focus on Modularity

20
Asterisk Community
  • Wide-reaching support network
  • Forums
  • Digium Support
  • Independent Consultants, Developers
  • Community-driven development
  • http//www.asterisk.org

21
Asterisk TCO Comparison
Asterisk
Traditional
Legacy
Standards
Simplicity
22
Revisit IP Communications The Economy
  • Limited capital budgeting
  • Proprietary Hardware (core to client)
  • Licensing (per site, seat, feature, port)
  • Single-solution single-vendor centralization
    concerns
  • Costly support contracts, training

23
IP Communications The Economy (2)
  • Staffing / Development
  • System Management
  • New, ongoing training (on traditional systems)
  • Proprietary protocol support
  • Closed-loop development

24
IP Communications The Economy (3)
  • Interoperability
  • Core-level
  • Multi-site interop
  • External trunking and dialtone
  • Client-level
  • Cost per endpoint / user / feature
  • Proprietary vs. Standards-based

25
Strategic Enterprise Alignment
  • Legacy Systems Dictating Overall Communications
    Strategy
  • Technology as a tool
  • Asterisk Conforms / Revolutionizes
  • Molds, shapes, enhances strategic plans
  • Goal of revolutionizing traditional
    communications solutions

26
Q/A
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