Leverage IP Across the Enterprise

Leverage the Most Powerful Customer Service Application

“IP Transformation” means moving your contact center from a proprietary infrastructure running on the Public Switched Telephone Network (PSTN) to a flexible, open customer service environment that runs on the Internet (IP).

IP frees you from the capital and maintenance associated with a traditional infrastructure, while providing the ability to take your customer service to a new level.  With IP your business can take full advantage of the contact center’s unique role as a gateway to existing and prospective customers, and deliver advanced services like self-service and proactive contact that increase satisfaction and drive revenues.

Increase Service Without Increasing Cost

Increase first call resolution: expand the contact center across the enterprise

• Integrate knowledge workers as-needed
• Overcome geography
• Drive productivity; increase flexibility and mobility
• Connect to agents anywhere, anytime with presence

Drive customer response, speed and choice: enable multimedia capabilities

• Centralize management and control
• Manage remote agents with ease
• Manage multiple sites

Ensure 24 x 7 x 365 customer service: with disaster recovery and overflow options

• Distribute the contact center into branch offices or with remote agents
• Map staffing with historical service traffic

Improve the customer experience: deploy the latest media

• Use video for cross-sell & up-sell
• Communicate using IM and video calls
• Allow customers their contact channel of choice

Reduce costs: move away from proprietary communications

• \Bypass toll charges, send calls over IP
• Utilize back-office workers, experts, and remote agents as-needed
• Reduce leased lines
• Leverage the converged network (voice and data)
• Establish a zero footprint desktop with MS Communicator

Glossary of IP Telephony Terms

Automatic Call Distributor(ACD)	Automatic Number Identification (ANI)
A system that automatically directs incoming calls to available agents. With ISDN, ACD's can read the incoming ANI, and direct the call to a specific agent while the host computer queries a customer database to identify the caller to the agent.	A feature that passes a caller's telephone number over the network to the receiving location so the caller can be identified. Also called Calling Line Identification (CLI).
Bandwidth	Business Rules Routing
The throughput of a data network.	The ability to route customer interactions based upon the customer context, including who is calling, what they need, what else they may need, what resources are available and what makes the most business sense.
Co-browsing	Dynamic Contact Center
The ability of a contact center agent to navigate the same web pages as a caller.	Customer service solutions that respond to the ever-changing dynamics of customer service and sales by orchestrating resources and contact center capabilities to align with customer needs and business objectives.
Hybrid PBX	IP (Internet Protocol)
A Private Branch Exchange that supports both IP and TDM technologies using proprietary protocols.	How information is passed between systems across the Internet or other data networks.
IP Contact Center	IP PBX
A contact center using IP technology to manage multimedia interactions.	A Private Branch Exchange that supports IP technology using proprietary protocols.
IP Phone	IP Telephony
A telephone that supports IP Telephony. This device maybe software or hardware-based.	Voice-enabling applications using IP.
IP Trunking	Integrated Services Digital Network (ISDN)
Transporting voice calls across the wide area network (WAN).	A CCIT recommendation for carrying graphics, digitized voice, and data on the same digital network as telephone transmissions, ISDN enables integrated networks that incorporate the new network and interfacing standards being adopted worldwide.
Media Gateway	Open IP
A device that converts voice from TDM to IP	The capability to support hybrid, pure or standards-based IP Telephony.
Presence	Public Switched Telephone Network (PSTN)
Technology that shows status, location, and availability of agents, experts and remote and branch office workers.	The traditional worldwide circuit-switched network designed to carry voice traffic.
Push Pages	QoS (Quality of Service):
Sending the customer a URL that directs him or her to a page containing the requested data.	Sending the customer a URL that directs him or her to a page containing the requested data.
Selective Sourcing	Session Initiation Protocol (SIP)
The capability to select best of breed software vendors using open standards and to deploy a premise, or hosted or outsourced solution.	Open IP standard based on IETF RFC 3261) provides the richness necessary to replace proprietary hardware-based protocols with IP-based software protocols to create a more efficient and collaborative means of communication.
Softphone	Softswitch
A software telephony program that enables Voice over Internet Protocol (VoIP) calls.	A software-based switching system, based on open standards, that links TDM and IP Telephony and processes signaling for all types of packet protocols.
Time Division Multiplexing (TDM)	Universal Access
The transmission mode used by traditional PSTN networks.	The ability to easily allow any employee regardless of location, to assist with customer service.