Deployment Scenarios

Migrate Your Contact Center at Your Own Pace

Genesys IP allows you to cost-effectively add the functionality your organization needs at a pace that makes sense – from a small pilot program to a complete infrastructure overhaul. Understanding the different contact center deployment scenarios will help you decide which path meets the demands of your enterprise.

 

TDM Contact Center With IP

• Traditional contact center solutions enable businesses to connect existing telephony switches to servers running IP software. This allows calls to be routed via circuit-switched infrastructure to an agent's telephone or via packet-switched infrastructure to a softphone on a PC, or an IP phone. This is often used by enterprises that want to run a pilot test or migrate slowly to a complete IP solution.

Proprietary IP Contact Center

• An IP contact center solution has no circuit-switched infrastructure. It uses an IP-PBX on an IP network. Voice calls originating in the PSTN are converted to IP via a gateway, and are dealt with as packet-switched communications. If the gateways, phones, PBXs and software are proprietary, a CTI link may still be required to communicate with third-party applications.

Standards-based IP with Soft ACD Deployment

• Unlike proprietary IP-PBX solutions, standards-based IP applications and infrastructure work together without the need for tailored, complex links. Software based on Session Initiation Protocol (SIP) applies the same business rules and provides the same centralized agent configuration management, whether the agent is connected to a proprietary IP-PBX or an IP-based softswitch. A SIP-enabled IP contact center integrates with the existing PBX infrastructure. This allows organizations to begin introducing innovative capabilities by separating the ACD from the PBX and replacing it with a SIP-enabled solution. Eventually, the hardware switch can be entirely replaced with a softswitch.

Standards-based IP with PBX Switch

• Contact centers can begin leveraging the benefits of SIP alongside an existing PBX infrastructure by replacing the proprietary ACD in the PBX with ACD-like capabilities in the SIP-enabled software solution. This allows contact centers to leverage existing investments while implementing open standards-based IP components.

Switchless Standards-based IP Deployment

• Replacing the PBX entirely makes sense when traditional telephony capabilities are not needed, i.e., when agents don't require personal voice mail or non-contact center telephone features. In addition to the advantages of moving to an open IP-based software solution, contact centers can eliminate proprietary hardware, simplify management, and reduce hardware and maintenance costs. The managed services model fits this scenario particularly well. As leading managed services solution providers adopt open standards, functionality such as speech applications, skills-based routing, and screen pop are now available in manageable components. With this modular access to rich functionality, complexity is no longer a barrier to using new applications.

Deploying Flexible, Cost-effective Genesys IP

The Genesys IP Contact Center:

• Frees you to use any hardware infrastructure and contact center applications
• Supports your migration from TDM to IP by integrating with 42+ PBXs and switches, IP PBXs, and SIP standards-based PBXs and switches
• Leverages your existing infrastructure investment - no need to "rip and replace"
• Allows you to migrate at your own pace without compromising reliability
• Delivers the full promise of open-standards IP: centrally manage multiple sites; deploy applications on demand; integrate new capabilities without significant infrastructure investments
• Provides a proven path to customer service excellence through the Dynamic Contact Center