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Solutions Overview
Inca Solutions Enterprises
INCA Solutions Enterprises
3101P-WS
Solution Overview
Objectives
After completing this unit, will able
Identify characteristics Telephony technology Explain evolution Telephony network Explain Telephony affects market List telephony technologies Explain components telephony Describe telephony protocols Provide overview Telephony business
application drivers management value
After completing this unit, will able Identify characteristics Telephony technology Explain evolution Telephony network Explain Telephony affects market List telephony technologies Explain components telephony Describe telephony protocols Provide overview Telephony business application drivers management value
INCA Solutions Enterprises
3101P-WS
Solution Overview
Evolution Telephony
Current Communication Architecture
Access Networks Systems Agents
Voice
Traditional Phone
Customer Information
PSTN
Voice Mail Management Systems
Video Automated Agents
Data
Internet
Router Router Servers Ecommerce Email
Let's review current communication architecture within Enterprise Networks because need understand architectural evolution these networks going forward. Traditionally, most these low-performance networks with single purpose, single domain infrastructures. With multiple networks data, voice, video, even training, hard this equipment network. really just nodal equipment. When employees, business partners customers conduct their daily business, they approach corporation from different touch points with different devices. order interact with customer service, they communicated either through data network, through Internet voice network call center, through PSTN phone. Their voice mail email require different touch points through phone Internet. result this, companies being flooded with support requests from disparate networks devices that cannot correlate customers' interests because voice data networks their respective business applications intermittently intertwined. Without this tight correlation, corporation cannot establish singular customer profile respond quickly efficiently.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Evolution Telephony Example: Banking Today
Applications Services Every touch point different network
Call Center Transaction Process
Every touch point application context Every touch point delivers different customer
experience
complete view customer
Customer phone
Teller
banking
Amachine
Video kiosk
Customer Touch Points
Let's look banking example. Most people today business with bank across multiple touch points-over phone through call center, person with teller, through their through Amachine, some places, video kiosks. problem bank that doesn't know customer disparate touch points communicate with each other. customer applies loan, then applies credit card, then withdraws cash from ATM, bank attributing three transactions customer. start building single-purpose, single platform architecture real business user value?
INCA Solutions Enterprises
3101P-WS
Solution Overview
Evolution Telephony
Integrated Access, Networks, Systems
Integrated Access Networks Systems
Telephony Gateway Traditional Phone Telephony Gateway
Agents
Router Router
Switch
Voice Mail Telephony Gateway Video
PSTN
Customer Information
Management Systems
Internet
Automated Agents
Data
Telephony Gateway
Telephony Gateway Ecommerce Email
order corporations customers, employees, business partners information they need, when they need corporations must integrate access among between voice data networks provide single, all-inclusive interface, matter when they enter networks. This high performance, unified voice data infrastructure will allow customers, employees, business partners complete transactions collaborate with each other from different points time. company will able quickly correlate customer's multiple interests respond with total service offering, which increases employee productivity, adds clients, generates revenue. integrated transactions include customer care that provide simultaneous phone support product information, relations management such sales marketing information, unified messaging like email, voice mail, direct links enterprise resource planning information.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Internet Revolution Changing Everything
kinds consumer behavior Global market reach, instantly Changing networks economic model business
course, discussion networking start with Internet. Internet revolution changed access information, communicate with each other, increasingly, it's changing that business. It's certainly changed consumers react behave. Thanks power Web, consumers more mobile, discerning, demanding. expands markets. removes constraints distance allows businesses access much wider range opportunities-providing access international global market. This Internet explosion requires convergence traditional PSTN voice packet networks support demands eBusiness places applications supporting customer, employee, business partner retention, development, service. corporations that implement will lead. Those react should succeed, those ignore will left behind. It's clear that result economic model doing business. It's best captured comment from Kevin Kelly's book "New Rules Economy," which says that: "What's different that networks, enhanced multiplied technology, penetrate lives deeply that `network' become central metaphor around which thinking economy organized." Indeed, network economics, n-commerce will, rapidly overtaking conventional physical economics industrial age. Let's take look three evolutionary stages Telephony challenges issues corporations need address with emergence Internet, web, applications that drive need convergence voice, video, data communication infrastructures.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Internet Telephony Business Trends
Unification Voice, Video, Data
Network Infrastructure
Phase Information Site
Phase Transactional Site
Applications
Phase Interactive Site
Customer Interaction
three phases include network infrastructure, applications, customer interactions. Phase includes information site. Corporations simply established presence world wide display financial, product, service, support information. Some were proactive some were reactive. Phase made transactional site. Corporations simply established ability accept orders product services. Phase three Interactive site. Corporations begin mechanisms immediately respond customer, employee, business partner questions orders, support, product information. Let's look challenges issues these three phases brought with them, corporations' need address this emergence Internet, web, applications that drive need convergence voice, video, data communication infrastructures telephony.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution-Business Trends
Phase Information Site
Addresses customers' need obtain information about corporation's products, services, careers, partners, global information, about this site, etc.
1600 1400 1200 1000 ($M)
Martin Prunty, Alltel Information Services, 1998
Analyst Forecasts: Probe Research
Response
Source: Probe Research, "Internet/Intranet Call Centers", 1997
Many consultants feel that have presence 1998, were game. reality that don't want bricks mortar when competitor come nowhere with global business solution that more offer runs significantly lower cost. Look this Probe Research projected revenue growth from response over next years. Consider impact Amazon.com book industry Barnes Noble reacted this doing business. Phase impact Internet caused corporations initially provide Information site that simply addressed their customers' need information about they are, what they services they provide. Early many corporations became perplexed felt overwhelmed flood activity surrounding web. been estimated that billion emails processed each around world. explosion email caused many companies review they handling managing these types transactions, they even doing that today.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution-Business Trends
Physical Store Electronic Store
Can't find what you're looking for? merchandise locator service
Phase Transactional Site
Provides ability conduct transactions, such products, obtain technical support customer service, with corporation
Martin Prunty, Alltel Information Services, 1998
Progressive entrepreneurs recognized that customers, upon entering store, faced limited inventory, long cashier lines, pushy sales people call centers, harried catalog operators. address these issues, they implemented transactional site that provided minimum self-service customers. addition, they incorporated forms, sometimes email, source input into existing customer service help desks. Phase resulted first Electronic Store that customers could access their leisure. Customers have options-they real time non-real time messages, connect telephony when support required. Companies like eBay, Wells Fargo, Macy's, Wal-Mart were early adopters. With this early adoption electronic store came many challenges that existing business processes could handle effectively. Let's take look these issues.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution
1997 2001
What challenges from
phase phase
Population using E-mail
E-mail growth creates problem
1997 2001
Billions E-mail messages/day
1997 1998 1999 2000
eCommerce growth further
compounds problem
Consumer
Business
Customers will need
assistance from eBusiness Page
Electronic Commerce Growth
Source: Forrester Research Inc.
Phase Phase Telephony evolution creates number challenges related continued meteoric rise email Ebusiness. example, population using email 1997 12%. population then jumps whopping year 2001. conjunction, number email messages being generated 1997 Billion, year 2001, email grows Billion messages/day. third graph, eBusiness activity from Consumer Consumer Business Business perspective continues inflate! This evident today's society, just take look Amazon.com, Travelocity E-Trade. This growth caused corporations realize that their ebusiness sites lack fundamental function: on-line, real-time customer support. example, client site check price, availability, shipping terms, place order. corporation only updates inventory once site, then client could misinformed simply receive back order notice instead getting package. this case, would better client speak live person call center date information, discourage future usage eBusiness site. result, some customer care challenges businesses face route electronic inquires agents with skill respond, create timely response mechanism, tools measure track agent response productivity overall client satisfaction, whether customer, business partner, employee.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution-Business Trends
Voice Mail Private network Private network Internet (Internet)
Real-Time Communications
Real-time Communications
Innovative Applications
eCommerce
Phase III: Interactive Site
Integrates Internet with corporate call center enabling e-mail, chat sessions, call backs, Voice over Internet calls video transactions connect customers with agents
Martin Prunty, Alltel Information Services, 1998
growth email Ebusiness compounded will further increase amount time money required handle email coming into businesses. Today, level integration within business among between their customer care centers, customer relations management, eBusiness still this web/eBusiness world. Internet sites manageable profitable, corporations must develop eBusiness programs that integrate customer care relations management support systems with online Internet/intranet world their clients choose utilize. This brings Phase Telephony evolution. Phase requires implementation Interactive site that offer either types interaction: Real Time Interaction Real Time Interaction. Real Time transactions include emails that critical messages that will accept response within hours. Real Time transactions require immediate human intervention: Call Backs, collaborative chat sessions, Voice over Internet, video transactions. Corporations must ensure that customers wanting needing help information quickly easily, simply clicking button site being connected front office services like call centers, customer relations management tools, eBusiness applications over PSTN, intranet, and/or Internet. This capability forges bonds between companies customers, employees, business partners, which hinges continued growth competitive edge. Phase involves customers saying, "I'd like speak real person" this brings full circle, back that real time personal interaction.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution Business Trends eCommerce Growth
Consumer Access 1998 $500 2001 $600
Mixed Media Centers
Enterprise Management
PSTN Internet
International Data Corp. 1998
$200
rapid growth Goods Services sold electronically changing competitive business models
true sense rapid growth goods services sold electronically, will review these International Data Corporation data points. 1998, retail purchases with 1-800 numbers incurred $500 billion sales. year 2001, revenue will $600 billion. 1998, retail purchases over incurred billion sales. year 2001, revenue will $200 billion. 1998, there were billion sales over Internet; year 2003, there will $100 billion. households have Internet access. those households made purchases over web. meet today's world eBusiness flood e-mail, challenges associated with managing this, corporations need establish unified voice data communications infrastructure. They also need plan support real time interaction answering communications derived, primarily from eCommerce site. Lets take look Telephony technology trends emerging support this convergence voice data eBusiness world.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Technology Trends Quality Service(QoS)
KBPS
Voice
Speech Compression
IETF Standards Codecs
KBPS Voice
CS-ACELP (ITU G.729A)
(Conjugate-Structure Algebraic Code-Excited Linear-Predictive)
Packet Loss Latency Jitter/noise Echo
Interoperability Carrier
Commitment
Technology standard improvements Technology standard improvements
Within last years, Telephony technology standards have emerged allow packetization voice, thus unifying circuit-based packet-based data communication networks. Digital signal processors sophisticated algorithms were used compress convert voice into digital data, while minimizing bandwidth requirements allowing manufactures develop Telephony hardware, software, connection management solutions cost effectively mass market. This technology overcomes quality service issues related overall network design such packet loss, latency, jitter, echo. also ensures satisfactory business business voice quality over Internet. addition, Internet Service Providers Carriers offering Service Level Agreements guaranteeing Quality Service end. Finally, International Telecommunications Union Internet Engineering Task Force establishing Telephony standards ensure vendor interoperability compliance. These technology improvements making voice calls over Internet simple, reliable, good quality experience, thus allowing corporations begin evolutionary path reengineer converge their voice data communications architecture support demands eBusiness. Let's take look Telephony communications architecture that addresses this convergence.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Technology Trends Unified Voice Data
PSTN/Tie Lines
T-1/E-1 VoIP Gatekeeper Gatekeeper Connection Management Call Processing Features TAPI/JTAPI H323, MGCP VoIP Gateway
Network
Router ViIP Gateway
Voice/Data Unified Application Servers Gateway H.323 Messaging VoIP Terminal Multimedia Conferencing Gateway Customer Care Customer Relationship Policy Server Ethernet Switch Network Management eBusiness Mobility (Wireless
Telephony technology utilizes codecs convert analog voice into digital voice. This function performed contained within telephony gateways terminals. Telephony gateways perform this conversion behalf traditional analog phones faxes, PBXs telephone systems connected integrated within them protecting existing investment analog voice networks while tying them Internet. implementations, Telephony phone terminal will perform this conversion internally. When voice been converted digital data, enveloped standard packet. This also referred packetization," allowing corporations gradual transition into Telephony unified communications architecture. Once voice been "packetized," placed network transportation. Here Gatekeeper translates traditional E.164 Voice Address Space Phone Number Dialed into Internet Protocol Address space Telephony call identify destination within Telephony LAN/WAN. ensure scalability redundancy, gatekeeper will also provide call signaling connection setup. combination developing Telephony Signaling Protocols will utilized allow interoperability with early H323V2 Telephony architectures, while developing signaling protocols, like MGCP, provide necessary scalability redundancy ensuring five nines resiliency that businesses expect from Telephony architecture. H323V2, Gateway's Terminals endpoints will provide their call control processing functions, while Gatekeeper supports Address Translation call administration. MGCP call control processing functions separated from Gateway's Terminals performed Media Gateway Controller which reside outside Gatekeeper. This allows more scalable architecture than H323V2. INCA Solutions Enterprises 3101P-WS Solution Overview
Internet Telephony "Call Through"
works?
Internet
Corporate Site
VoIP Network Gateways Call Server
Agent customer collaborate over Internet
PSTN
Customer choose between regular phone Internet phone voice connection.
These technologies standards provide foundation support eBusiness requirements, allowing corporations provide employees, customers, business partners unified interface, whether originating from phone call web. unified interface establishes convergence voice data networks, allowing company's agent connect dots between departments related multiple inquires client. Telephony network facilitates collaborative interaction between agent client. This collaboration provides company with complete picture client's needs, enabling them quickly effectively package product offerings satisfy retain client. establishing client profile, company expand relationship through targeted marketing efforts future. Let's take look Internet voice collaboration works: Customer surfing their Customer browsing merchandise. Customer decides some on-line shopping. page that indicates certain area interest, example, boys' clothing. clicks button live agent. This signals Internet Voice Button server make call. Internet Voice Button server prompts customer they want receive call: over regular phone they have second line) over Internet Phone using Voice over client software. customer will originate call either from phone terminal, multi-media (speaker microphone) with H.323 compliant application using Internet phone client, from analog phone connected Telephony gateway supported Gatekeeper call server. customer selects second phone line, their phone called they connected agent accepts incoming call request. customer selects Internet Phone, call routed between PSTN Internet Voice Button's industry standard MGCP and/or H.323 Voice over gateway. Once call customer, agent receives screen notification incoming call. agent accepts call, agent's telephone called Voice Button server bridged customer's call. agent customer talking. With agent customer's browser, both agent customer using Voice Button software collaborate information about product. agent push pages, push images from their PC's screen, perform text chat with customer, conduct follow-me browsing session with customer. INCA Solutions Enterprises 3101P-WS Solution Overview
Telephony Business Drivers
Response
Customer Acquisition/Retention type media interaction
enables implementation online customer support system
Customer Attention Captures E-mail that could lost left
unanswered because routed Webmaster General Inbox
Customer Satisfaction Decreases response time provides
access
Customer Loyalty Track, respond, report web-based inquiries
reply back customers preferred contact method e-mail, phone,
Customer Service
Let's take look Telephony business drivers management values resulting from three previously discussed. Symposium WebResponse Server email response system that provides customers with ability contact business their convenience. online customer support system place ready assist whenever wherever needed. Call centers will need respond effectively email they normally would with inbound telephony calls. stated earlier electronic inquires over involve opening another point access into call center. Customers looking contact businesses with this higher level service. Customers longer have contact call center between hours also send their request hours day. This course, higher level service. Customers will expect familiar courteous, quick, quality response from businesses media method they chose.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Management Values Response
Readiness Prepares enterprise support E-mail traffic opportunity
commerce
Blending Resources Acts focal point communications -inbound outbound voice calls, web-based transactions
Increased Productivity Fills "lulls" traditional call center traffic
accessing trained personnel capable handling multimedia transactions
Efficiency Automates agent responses reduces transaction time based upon
customers preferred contact method
Improved Management Tools Robust transaction handling reporting
provides ability understand track customer transactions complaints
Cost Reduction
$650 million company implemented Internet customer support service would save percent labor cost customer contact within years."
Forrester Research, BUSINESS 2.0, October 1998
From business perspective, response brings following values: Readiness Future Growth-Web response readies Call Center future deluge email traffic. also assists development enhanced skills required eBusiness. Blending Resources-The call center skilled agents focal point communications into business they need able handle variety complex transactions. Traffic Smoothing Increased Response Time-Web response reduces response time email traffic into business Enterprise regardless response methods. response automates response flow agents, which turn reduces response time. Efficiency Customer Capture-Where business identify exact data contact information they need from customers respond back appropriately. addition, challenges issues businesses face rising tide email, businesses need this type electronic avenue capture their existing potential customer base. Improved Management Tools-Yet another satisfying customers their choice access into business. management tools provided within response, like real time historical reporting, allows businesses effectively measure agent productivity track customer complaints.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Business Drivers Visual Interaction
Integrate traditional media with online media Combine rich site information with interactive
personal service
Build relationships customize products
services customers prospects.
Single phone line browsing agent interaction
Customer Service
adding voice visual media like web, technology people comfortable with, such telephone, combine with computer yield same results. Combine rich site information about company's products, services, corporate image with interactive personal service from best qualified representative serve customer. Build upon one-to-one relationship that corporation developed corporation consider customizing products services existing, established customers prospects. adding voice Internet, customer also gains ability browse interact with agent without needing separate phone line.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Business Drivers Visual Interaction (continued)
Deliver right data right person right time Enhance relationship with shared communities
interest
Deliver live, personal service without additional phone
lines downloading installing special software
Promotes constant feedback modification
services
Customer Service
picture says thousand words." Being able visually work together with customers guide them through "details" reinforces high level customer service want extend them. And, corporation's call center available offer this intimate level customer service customer's convenience, customer satisfaction will definitely soar. Lucrative demographics connected those "afford" particular products services goes hand hand with assembling groups individuals with shared interests. customers, it's comforting know that they join sessions where they obtain official, authorized information from industry experts Being invited into your customer's home office Internet like being invited guest. Corporations should insist bringing tons "baggage" making excessive demands their customers such insisting downloading installing software. Respect your host will invited back. stay business?! Continue seek feedback input your corporation meet exceed your customer's expectations.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Management Values Visual Interaction
Convenient fast customers, business partners,
agents
Utilizes investment existing Customer Care, Customer
Relations Management, Enterprise Resource Planning, system infrastructure
Increase sales support customers, business
partners, employees over
Lower operating costs (vs. 1-800 calls)
Customer Loyalty
Visual interaction lets organization attain operational cost savings utilizing same customer care agents have already mastered customer service over PSTN. should fairly easy them extend their knowledge, skills, abilities another medium-the web. This enables channel sales service increases customer awareness, satisfaction, attainment. addition, toll bypass operational cost savings attained through Internet instead number. result this that customer, business partner, employee service levels achieved using telephone communications architecture.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Application Drivers Push Share Technology
Transact
Interact
Share
Push share technology works with connection between your agent customer TOGETHER-extending your one-to-one relationship with HUMAN interaction over web. Companies that deliver products with greatest convenience their customers will prosper "new" Internet world. Speeding transactions save time customers suppliers will key. Allowing customer self-sufficient possible work only certain extent. complete transaction, company have reach assist basis. achieve this, turning Internet brings buyers sellers-patient nurse- student professor-technical assistant frustrated user together. They transact sending broadcast advisories specific customers, keeping them constantly loop. They interact with each other necessary assistance they need from their trusted representative. They share common interests such financial security their client deliver best pre- post-sales service. remain competitive, every company looks Internet space must readily accessible, provide immediacy, their products services must available when customer needs them.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Platform Evolution
<1998 Circuit-Switched Telephony
+Apps +Apps Apps Phones
Transition Period Hybrid Circuit/ Packet Telephony
>2002 IP-based Networked Telephony Services
Distributed Gatekeeper Dist. Apps Svrs
PSTN
UNIFIED Mgmt Directory Policy QoS+
LAN/WAN
VoIP
LAN/WAN
Appliances
ATM/FR
Integrated Management Directories PSTN
Apps VoIP, Router Integrated Mgmt
Small Site Physical Integration
Call Svr, Apps Router, Mgmt Svcs Directory Svcs Policy Svcs Phones
Legacy Access Modules Small Site Physical Integration
LAN/WAN
Ethernet
challenge have multiple touch points across multiple media, multiple functions integrate respective information around that. that, need deal with middle section-the performance network rebuilt into high-performance network. You've from nodal network element managers equipment representing today's separate voice video data networks distributed architecture intelligence that core, highperformance interoperability. this convergence gradual implementation Telephony architecture. This will done progressive steps protect current investment allow smooth migration. Right now, most telephony networks circuit-switched, next several years, networks will come hybrid circuit packet telephony system with introduction Telephony services like service protocols, gateways, terminals, gatekeepers, applications based Telephony Application Programmer's Interface. Telephony devices call servers allow customers gradually introduce packet voice services that integrate with existing circuit-based equipment. running both traditional voice data services over same packet network infrastructure, customers reduce operational costs associated with network administration installation. Customer that employ gateways rather than "technology forklifts" will better position manage overall risk capital expenditure. most importantly, convergence Customer Care Ebusiness application onto telephony architecture will provide complete real time business experience clients demand.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Telephony Evolution Customer Interaction
E-Mail Customer Care Phone Web-enabled Customer Care Policy Security VoIP Directory Mobility Customer Relations E-commerce eSales, eMarketing, eService
Network Infrastructure
Applications
Telephony simply marketing sales service. matter company deals with customers, they Telephony infrastructure track build from whether center, call center, fax, email, direct service, they build those translations business, supplier, partner, employee. With Telephony foundation place, company will able differentiate platinum customers from gold silver apply appropriate service.
INCA Solutions Enterprises
3101P-WS
Solution Overview
Enterprise Network Revolution
Network Connectivity Services Client Proxy Services Messaging Services Customer Relationship Management Policy, Security Services Directory, Access Services
Network Network Device Device
High-Performance Network
Network Network Device Device
Phone
Browser
Terminal
Video
Customer Touch Points
architecture going forward over next years, will have more customer touch points than ever before. Consumer appliances going come into this marketplace, everyone from employee consumer going Every channel partner, every supplier, going have different user device connect different applications different reasons, different purposes. top, that it's based, you're going applications messaging proliferate; you're going servers server farms start translate into capabilities that these enterprises want. From network connectivity servers that allow interface PSTN private network, whether it's DS3, cell frame,or packet, doesn't matter; will server port card. You'll take life, it's about SAP, anymore. It's about translate from customer touch point marketing, sales, service-whether through fax, email, call center. promise Internet, build one-to-one relationship.
INCA Solutions Enterprises
3101P-WS
Solution Overview
INCA Solutions Enterprises
3101P-WS
Solution Overview
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