The Virtual Call Center: Enhancing the Customer Experience

Greg PisanoDirector, Market Development

BlueNote Networks

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Call Centers

• Well established function in many customer facing enterprises

• Rapidly moving towards an IP-based infrastructure

• Many call centers decentralized and utilizing remote agents

• Multimedia - voice, messaging, conferencing, email, and moving towards video

• Web services and Web 2.0 applications gaining momentum

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Drivers

– Web Services & SOA• Business agility

• Economies of scale

• SOAP/XML

– Web 2.0• Rich applications anytime,

anywhere

– IP Telephony• Calls over the Internet

• Voice as a Web service

• Integrated with business application

– Virtualization• Virtual call-centers

• Decentralized infrastructure

• Standards-based IP/SIP

– Mobility• Mobile workforce

• Teleworking

– “Internet Model”• Internet Time

• Internet Cost

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Agents

Customer

Customer

Traditional Approach

• All Agents in single location• All-in-one system to handle all customer calls• Telephony application integration through CTI

PSTN

ACDACD

CRMCRM

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Changing the Paradigm

• Virtual Call Center– Location transparency through Internet Telephony

– Deploy telephony in Web services applications

– Provides for on-demand capacity

– Work from home, office, anywhere

– Support across any network

– Enable different types of media

– Provides for business continuity

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Enterprise Agents

Virtual Call Center

Enterprise

• Remote agents can be seamlessly connected• Multiple communication channels - voice, Web, email, IM• Distributed model for scalability, additional capacity, agility• Telephony application integration through Web services

RemoteAgents

CustomerVoice, Web, Email Internet

PSTN

CRMCRM

ACDACD

WebWeb PortalPortal

Customer

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Application Example Financial Services

VoIP capable customer

Click-to-Talk Service

1. VoIP-capable Web Visitor clicks to contact Call Center Agent2. Non-VoIP-capable Web Visitor enters PSTN callback number3. Session context (i.e. Web page information) automatically conveyed to

Call Center Agent

Call Routing Service

Remote Call Center AgentScreen Pop w/session context

Non VoIP capable customer

Web Server

Internet

PSTN

Click to Talk

Call me @ 617-555-1212

CRMCRMACDACD

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Click-To-Talk & Enterprise Web 2.0

Click-to-talk

Call Center Agent Screen

Web Visitor Page

Session contextual data automatically conveyed to call center application

(screen pop)PSTN or Internet

Browser embedded phone

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Summary

• SIP provides the unifying protocol – Enables integration of voice-enabled Web sites, instant messaging, and

multimedia

– Presence information can be made available to business applications to facilitate routing and approvals/escalation processes

• Voice-enabled Web sites– Combining IP Telephony and Web services applications (SOAP/XML)

– Click to call (callback) improves user experience

– Session correlation - tagging call with contextual data that follows the call

• Better Economics– Internet reach and economics

– Lower OPEX

– Greater business agility and faster response to business needs

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About BlueNote Networks

Software Solutions That Combine IP

Telephony & Business Applications

Through Web Services

Visit us in Booth #448

Thank You

Greg PisanoDirector, Market DevelopmentBlueNote Networks(978) 863-3500gpisano@bluenotenetworks.comwww.bluenotenetworks.com