Open Source and IP Telephony: Myth Busters, Best Practices and Real Life Application in the Contact Center - PowerPoint PPT Presentation

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Open Source and IP Telephony: Myth Busters, Best Practices and Real Life Application in the Contact Center

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... Source and IP Telephony: Myth Busters, Best Practices and Real Life Application ... Myth Busters: The Role of Asterisk in World Class Contact Centers ... – PowerPoint PPT presentation

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Title: Open Source and IP Telephony: Myth Busters, Best Practices and Real Life Application in the Contact Center


1
Open Source and IP Telephony Myth Busters, Best
Practices and Real Life Application in the
Contact Center
  • Kelly Duerr, Senior Product Manager
  • Tom Chamberlain, Director Business Process
    Marketing

2
  • Agenda
  • Myths about open source
  • Best practices for leveraging open source
    software
  • Applications in the Contact Center

3
Open Source Concept
  • Open-source software is software that is built
    and enhanced through public collaboration.
  • It is free and it gives the user access to the
    source code.

4
Open Source Advantages
  • Economics lower costs to try and implement
  • Free market analogy
  • Minimal central planning
  • Community of self-interested developers
  • Necessity is the mother of invention
  • Features and fixes follow community (market)
    needs
  • Quick time to market, short development cycle
  • User Transparency results in quick fixes to
    problems
  • Given enough eyeballs, all bugs are shallow (E.
    Raymond)
  • Open Standards
  • If supporting company dies, software lives on

5
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • Open Source projects are chaotic environments,
    loosely managed by hackers

The facts are Open Source is another means of
developing software
6
(No Transcript)
7
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • Open source projects are free

The facts are.. Open source projects are not free
8
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • Open source applications are not secure

The facts are Count the eyes
9
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • Finding support is a problem for open source
    projects

The fact is Support contracts is one of the key
means of generating revenue
10
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • The only driver of open source adoption is cost
  • The fact is
  • Cost is a factor
  • Flexibility
  • Control

11
Separating the Myths from the Realities of Open
Source software
  • Myth or Reality
  • Open source projects typically lack documentation
  • The fact is
  • Formal Documentation can be an issue
  • On the other hand

12
Open Source Telephony is Changing the Way
Customers Think About Contact Centers
13
Drivers of IP Adoption in the Contact Center
Very consistent processes and practices
Very dynamic processes and practices
14
Choosing the Appropriate Voice Transport
15
VoIP Investment Indicators
  • Business will invest its scarce resources, in
    areas which generate the greatest return (value)
  • PBX technology has become a commodity (Multiple
    suppliers of essentially the same product)
  • Flexible, cost effective infrastructure
    alternatives exist in the form of Open Source IP
    PBXs
  • Open Source IP PBX is changing the way customers
    think about investing in the contact center

16
Disruptive Technologies Have Been Beneficial to
the Contact Center
FIRST ACD Automated customer service and
incoming sales
1973
PERFORMANCE OPTIMIZATION Integrated WFM and
KPIs
2000
FIRST WFM Agent forecasting and scheduling
1980
1983
FIRST CTI IMPLEMENTATION Integrated data and
telephony
FIRST VIRTUAL OUTBOUND Business
Continuity FIRST UNIFIED ARCHITECTURE Reduced
Complexity
1996
FIRST DIALER Automated collections and
telemarketing
1981
17
Open Source IP PBXs Have Gathered Momentum
  • Over 2,500 Asterisk downloads per day
  • Estimated over 1 million Asterisk installations
  • Competitive replacements
  • Support by major corporations

18
Common Characteristics in Each of These
Disruptive Events
  • Bigger,
  • Better,
  • Faster,
  • Lower Cost

19
Contact Center Myths and Realities
20
What Do World Class Contact Centers Really Need
to Be Successful?
  • Myths?
  • Customers Want a Totally Open Flexible Solution
  • Customers Want a Really Powerful Application
    Programming Interface
  • Asterisk Can Solve Any IP PBX Business Problem
  • Asterisk Is Free

21
The Role of Open Source IP PBX in World Class
Contact Centers
  • Customers Want a Totally Open Flexible Solution
  • And no wonder!
  • Inflexible infrastructure
  • Slow to react
  • Costly implementation
  • Specialized expertise

22
The Role of Open Source IP PBX in World Class
Contact Centers
  • Flexibility is not enough
  • Consumer emphasis on agent empathy and advocacy
    skills
  • Leverage automation and standards to deliver a
    consistent customer experience
  • Minimal delays and agent empowerment tools
    improve efficiency
  • Reality Customers need a standard feature set
    the optimizes customer contact

23
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • Customers Want a Really Powerful Application
    Programming Interface
  • And why shouldnt they?
  • Long lead times
  • Complexity
  • Business Continuity
  • Extensibility

24
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • Powerful can be dangerous
  • Technology solutions must be predictable
  • Time to market critical to stay competitive
  • Change management and repeatability
  • Reality Customers Need to Bring Products and
    Services to Market Quickly While Maintaining
    Solution Stability

25
Myth Busters The Role of Open Source IP PBXs
in World Class Contact Centers
  • Asterisk Can Solve Any IP PBX Business Problem
  • Can you be more specific?
  • Many PBX features are seldom used
  • Proprietary solutions are expensive
  • Lack flexible alternatives

26
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • Must leverage existing investments where
    appropriate
  • Target common components and vendor neutral
    standards (SIP)
  • Tie innovation to tangible business goals
  • Increase investment in features that drive
    customer satisfaction
  • Reality Customers Need Solutions that Integrate
    Well With Legacy Business Environment

27
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • It is Free!
  • Is it really free?
  • Getting the technology setup
  • Managing the technology
  • Repeatability

28
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • Our customers business depends on it!
  • Validated solutions with zero downtime
  • Training and ongoing support critical
  • Utilize rapid/agile development to speed time to
    market
  • Reality Customers Expect Products that Are
    Enterprise Ready and Fully Supported

29
Bottom Line
30
Myth Busters The Role of Asterisk in World
Class Contact Centers
  • Realities
  • PBX functionality has become a commodity
  • Open Source IP PBX is another beneficial
    disruptive technology
  • Open Source IP PBX provides businesses control
    and flexibility at a reduced cost
  • Its about having the ability to choose
  • Open Source IP PBXs can change the way you think

31
Myth Busters The Role of Open Source IP PBX
in World Class Contact Centers
  • Asterisk helps world-class contact centers
    utilize open source telephony to balance consumer
    demands with the realities of the bottom line.
  • Differentiate products and services to drive
    customer loyalty
  • Deliver basic reliable telephony at a
    cost-effective price
  • Address gaps in consumer satisfaction vs. key
    interaction criterion
  • Consistently deliver consumers to knowledgeable
    empowered agents

32
Myth Busters The Role of Asterisk in World Class
Contact Centers
  • Kelly Duerr, Senior Product Manager
  • Tom Chamberlain, Director Business Process
    Marketing
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