Contact Center as a Service

Report
Panel discussion
#ServProvSummit to provide live feed-backs!
Mr. Emmanuel Sutter
Head of Marketing for Value Added Solutions at Deutsche Telekom
 Product development and marketing
 Cloud-based contact center, conferencing & collaboration
and business numbers
 17 years experience in strategy, innovation, marketing,
product management and development
 Contact Center as a Service
• Cloud-based contact and customer interaction centers
• From 10 to over 1,000 agents
• Multimedia (voice, mail, web, mobile)
• Flexible pay-per-use
• Quick time to market
• Sales and marketing partnership w/ Genesys
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Mr. Paul Akister
Director of Contact Centres at British Telecom
 Responsible for end to end Contact Centre technology
 High focus on efficiency and costs control
 15 years experience in design, integration and operations
Retail
• 200k plus interactions per day – voice, email, chat, web & WFM
• 15k advisors – 3,4k offshore, 45 sites
Genesys: Inbound, Outbound, WFM, MIS
Harrier
• 30k voice, 5k email,12k OpenMedia interactions per day
• 12k advisors – 80+ sites
Genesys: SIP virtualization & consolidation, Inbound, Outbound, WFM & IWD
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Mr. Enrico Bagnasco
Head of Wireline Networks at Telecom Italia
Innovation, design and engineering of the wireline network &
service platforms
Core control, multimedia services, customer services, home
networking, fixed lines terminals, broadband access
High focus on end-to-end service levels for operations
Experience: design and engineering
Telecom Italia Contact Center
•1m interactions per day – voice, mail, SMS
•5,5m self-care interactions per day
•22k agents – 6k outsourcers, 100 sites
•50m customer lines
Genesys: SIP/IMS consolidation
Hosted Contact Center
•Customer: DHL Italy
•1,000 advisors – 4 sites plus 2 outsourcers
Genesys: Hosted IMS
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Telecom Italia IP Contact Center
In the Telecom Italia Solution Genesys Sip Server (G-AS) is one of the “network
applications”
Framework
Genesys 8.1
ASCC
OSP
G-AS
Service Layer
SSW
HSS
Control Layer
 Innovative architecture
based on G-AS to
eliminate all the hardware
on premises: ACD, CTI link
 Flexible managing of
Outsourcers and CC
Agents
CSCF
 Enablement of Hosted
Contact Center services.
First Client: DHL
Advisors
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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