Using IP Telephony and Software as a Service to Bridge the Gap between Businesses and Outsourcers

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Using IP Telephony and Softwareas a Service to
Bridge the Gap between Businesses and Outsourcers
Lori Kendall Vice President Products
Services Transera Communications, Inc.
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Would you build one of these to run your business?
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Or how about one of these?
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Then, why do we insist on building these?
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About Transera

• First software company to offer On-demand Global
  IP Call Centers for Multi-sourced Agents
• CA company founded in April, 2004 and backed by
  leading venture capital firms
• Software as a service enables enterprise to
  collaboratively deliver customer care across
  boundaries - organizational, geographical and
  technical
• Members of management team previously founded
  Telera, leading VXML self-service
• Partner with carriers to deliver end-to-end
  global call center subscription services

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Call Center Industry TrendBusiness Perspective
Many
Multi-Sourcing
Number of geographies
Multi-Site (1990s)
In House (1970s)
Many
Few
Number of parties
Business Perspective Companies have been
migrating from a single enterprise customer care
plan to a multi-enterprise multi-source
strategy. This includes outsourcing, remote
agents, home agents, partners and distributed
call processing
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Call Center DilemmaThe Rise of Multi-Sourcing
Contact Center
Dialer
Carrier Network
PBX
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Call Center DilemmaExpansion brings headaches
Contact Center
Dialer
PBX
Carrier Network
Dialer
PBX
Too many boxes and fragmented silos
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TDM to IP Transformation Promised Liberation?
Contact Center
IP CTI
IP PBX
Carrier Network
But only the transport has changed
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Premises to Hosted Model Promised Flexibility
Contact Center
Hosted IP Call Center
Carrier Network
IP PBX
IP CTI
But only the boxes have moved
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Going Global Promise Cost Savings?
Outsourced Contact Center
PSTN
But you lose visibility, control and quality
management
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Multi-Sourcing Challenges

• Business Issues
• Delivering consistent customer experience
• Managing service level objectives across agent
  pools
• Cost and complexity of owning and managing legacy
  infrastructure
• Limited business flexibility capabilities
• Global Operational Issues
• Efficient use of transport and next generation
  networks
• Locked into all-or-nothing proprietary
  functional silos
• Highly disparate redundant systems
• Lack of visibility across global operations
• Multiple networks, call center technologies,
  geographies and organizations

Legacy solutions not meeting needs of the business
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What the Experts SayServices Software On Demand

• 78 of 500 companies surveyed are using or
  considering software as a service AMR Research
  November 2005
• 60 of clients require software as a service
  as a mandatory response for RFI/RFP bids for next
  business cycle. Applies to front-office and
  back-office applications. AMR Research
  December 2005
• Our ROI is much faster with on-demand software.
  We only need to improve by 5 to pay for the
  application. Ed Barrett, CareRehab
• 65 of 118 IT executives surveyed are using or
  planning to use software on demand within one
  year 86 cited savings, 27 greater ROI , 21
  improved reliability, 18 easier deployments
  Cutter October 2005
• The promise of converged networks requires a
  services architecture to be overlaid into the
  VOIP networks Opus Research, December 2005
• Virtual Contact Center functionality in an AIN
  world requires expensive implementations in a
  standard SIP environment, a new breed of
  (software as a service) solutions have been
  implemented ibid
• Service (IMS) architecture is the preferred
  architecture for delivering converged services
  it is the most sensible, most cost-effective way
  to deliver converged services today Patricia
  Russo, CEO, Lucent

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Global On-demand IP Call CenterService overlay
for global networks
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Global On-demand IP Call CenterBy Creating
Global Midpoint
Global Midpoint
Carrier Networks
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Global On-demand IP Call Center
Global Midpoint
Carrier Network
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New Call Center Paradigms

• Extend beyond enterprise boundaries
• Leverage remote and home agents
• Collaborate with vendors and partners

Extend customer service beyond the call center
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Case Study Allegiant Air

• Business Challenges
• Limited capital due to rapid growth and
  investment in fleet
• Need to improve customer satisfaction to drive
  repeat business
• More efficiently utilize distributed customer
  service personnel to manage growth and reduce
  overall cost of operations
• Operational Challenges
• Insufficient trunk and position ID capacity,
  requiring ongoing capital investment in
  communications infrastructure
• Need to reduce lengthy hold times by globally
  queuing and routing calls to agents in other
  parts of the company
• Unable to deploy CTI screen pop without large
  capital investment
• Poor visibility into call center operations

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Case Study Allegiant Air
BEFORE
AFTER
Reservations Center
Reservations Center
Global Routing Service
NEC
Airport Counter
LEC PSTN
CLEC 800/RESPORG
At Home Agents

• IMS Application Service Delivered by Service
  Provider CommPartners
• Complete call center software powered by
  Transeras Seratel

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Case Study Allegiant Air Benefits

• Eliminated capital investments
• Increased organizational efficiency through
  web-based dashboard
• Increased customer satisfaction with lower hold
  times
• Provided flexible growth - additional capacity on
  demand
• Connected to agents everywhere
• All an agent needs is a handset or soft phone
  and Internet access
• Increased agent utilization via CTI-less screen
  pop for all agents
• Offered flexible billing
• Only pay for the services needed

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Questions to Ask your Service ProviderDoes your
Call Center Service

• Leverage Open Standards Software as an on-demand
  service?
• Provide Global call management
• Queuing, conferencing, and transfers?
• Announcements and dynamic call treatments?
• Call Routing and ACD distribution to the desktop?
• Quality Monitoring?
• Global Screen Pops without costly CTI?
• Virtualized call center applications across
  global operations
• Deliver normalized reporting across organizations
  and technologies
• Utilize a zero-footprint Global dashboard?
• Overlay/reuse existing network infrastructure to
  keep costs down?
• Provide flexible growth and pricing options?
• Per agent, per minute, per session?
• Is the TCO attractively priced?

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Thank You Lori Kendall Lori.kendall_at_transerainc.c
om 408.873.1984 www.transerainc.com
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