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Genesys SIP Transforming Customer Service · Network Pullback Network Reroute Network Attended...
Transcript of Genesys SIP Transforming Customer Service · Network Pullback Network Reroute Network Attended...
Genesys SIP – Transforming Customer Service
Richard Barton Bill Mitchell Jim Kraeutler
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Genesys SIP as Single Platform
Innovate Services
Skype SIP trunk to contact center
Active Recording Connector
Video contact center
Simplify Infrastructure
Software only, ACD replacement, PBX-less CC
Virtualize Operation
Multi-site, Remote/Home Agent, Cloud
Operation
Flexibility
Cost
$aving$
Competitive
Differentiation
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SIP To Genesys Tlib call data mapping
SIP Network Call Queuing and Routing
Network Attended Transfer/Conference
Support for IP Multimedia Subsystem (IMS)
Nailed Up Connection
Pro-active monitoring of the IP network with SIP Options
Genesys SIP Advantage
Take advantage of the most advanced SIP protocol stack for
the contact center
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Genesys SIP Advantage - SIP Network Routing
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Site 2 Site 1
PBX with
T-Server
SIP Server (Network Level)
Network
SIP Server
(Premise)
Media Server
and/or GVP
SIP Server Network Capabilities
Network Routing – across entire agent population!
Network-based Call Qualification (Basic IVR) & Parking
Network-based Advanced IVR (GVP)
Advanced Inter-site Calling Features Network Pullback
Network Reroute
Network Attended Transfer
On the Roadmap: Network Conference
On the Roadmap: Network 1-step Transfer
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Genesys SIP Select - Reference Architecture
PSTN
AudioCodes
Mediant 1000/2000
Genesys
SIP Server
CounterPath
Bria
Polycom
SoundPoint IP
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SIP Soft Phones
Genesys
SIP Endpoint
SDK
Genesys
Interaction Workspace with
SIP Endpoint
Alcatel-Lucent
IP Touch 4008/4018
SIP Hard Phones
Genesys Quality Management
Call Recording
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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2005 - Genesys SIP Server 7.0.2 - Genesys introduces the first SIP based contact center
2008 – Genesys achieves CMMI Level 3 certification
2011 – SIP Server achieves “five 9’s” level of availability
99.999% up time
Unplanned downtime of 5.26 minutes per year
2011 - SIP Bus Continuity introduced with SIP Server 8.1
Active – Active sites with automated near real time failover for data center failure
Supports graceful migration to single site during maintenance
2013 – SIP Cluster
Genesys SIP Reliability
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SIP Business Continuity
2 Active Sites
Local HA at each Site
Automatic Client Switchover in minutes
Graceful Shutdown for
Data Center Maintenance
Sellable Item: Genesys SIP Business Continuity
Site 1 (Active)
Genesys
SIP Solution
w/Local HA
Site 2 (Active)
Genesys
SIP Solution
w/Local HA
Agent
Primary
Connections Backup
Connections
Agent
Primary
Connections
Genesys SIP
With Local HA
Genesys SIP
With Local HA
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For SIP Server “standalone”
Genesys SIP Voicemail v8.1
8.1.1 Feature Set
Agent Voicemail
Group Voicemail
Web Portals, Greetings,
11 Language options, HA
Linux or Windows, 15k mailboxes
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Call Recording with Genesys SIP
Active Recording Genesys Quality Management
or 3rd Party Integration (with Active Recording Connector)
Passive Recording 3rd Party Integration (with Recording Connector)
File Based Using Stream Manager or Media Server
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Active Call Recording
RTP
SIP Server
Recording Server GQM or 3rd Party
T-Lib
SIP
Media Replication
SIP
Media Server
SIP
Customer
Media Stream Replication No SPAN Port!!!
Record Encrypted Sessions
SRTP & TLS
Agent Control & Status Start, Stop, Pause, Resume
Screen Scrapes
GQM Only
Agent
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SIP Server 8.1 Performance & Capacity
Note: Capacity & Performance numbers apply to a SIP Server active/hot-standby HA Pair. Specific configuration is advised to
achieve these numbers. Approximately equivalent performance is expected on VMWare ESX.
20 cps – 150 cps For a Single Instance
Depends on Call Flow & Multithread Config Validated on Windows & Red Hat Linux
15,000 Calls Windows 64-bit & Red Hat 64-Bit
4,500 Calls Other Platforms
4,000 – 15,000 Agents Logged into a Single Instance
Depends on OS & Agent Connection Model
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Interaction Workspace 8.1.2 Highlights
Agent Supervision
• SIP Voice and Web Chat monitor, coach, and barge-in
SIP Endpoint Enhancements
• Configurable agent state at login if headset is not plugged in
• Configurable agent state if USB headset disconnection is detected
• Retain volume setting between sessions
Genesys Quality Management (GQM) Active Voice Recording
• Display and control of recording status
• Start, pause, resume, and stop controls
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Microsoft Lync
Genesys SIP
Genesys Contact Center for Microsoft Lync
Agents
SIP-based Integration Available Q2/2012
Voice Routing Interaction Workspace
Planned in 2013
Video & IM Routing First Party Call Control
Note: dates are tentative
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Looking Forward with Genesys SIP
v8.1.1 / Q1-2013
SIP Cluster
Enterprise telephony Features - Hunt Groups,
Call Park, Call Pickup, Forwarding
Enhanced MS Lync Integration
Technical Enhancements (many – like IPv6)
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
v8.5 / 2014
CDRs
More Enterprise telephony Features -
Bridged Lines, Extension Mobility, Advanced
Forwarding
Clustering Enhancements
Technical Enhancements
v8.1.0 / 2012
MS Lync Integration
Support for Active – Active with GVP
ALU IMS 11 Certification
SIP Server ID and User Agent in SIP Headers
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The Business Problem
Enterprise Contact Center
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UC Connect: Engage Knowledge Workers in Customer Service
Presence UC Client
Contact Centers
Leverage Unified Communications to
deliver superior and cost effective customer service
Customer gets to the best possible resource within or beyond the contact center
Genesys Routing
Currently support Microsoft Lync, OCS, and IBM Sametime
UC CONNECT
Contact Center Enterprise
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Aspect hardware supporting 7 contact center sites. 40 million calls/year
Moving 4,373 existing agents to Genesys SIP standalone
Aspects are nearing EOL. Wanted a platform that would support multi-media, blended agents, skills based routing
Project plan calls for a smooth migration off of Aspect, enabling routing and reporting on Aspect via T-server integration, then cutting over to SIP
Centrally deployed SIP Server infrastructure in 2 Data Centers. 99.999% reliable architecture
CableVision
19 19 COPYRIGHT © 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
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1. Select some agent population to move to SIP Server
- These agents will move to IP
hardphone or SIP softphone
Aspect ACD
CableVision Genesys SIP infrastructure Migration
T-Server
Agents Currently
on Legacy
PSTN
SIP Server
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Current Phones
SIP Endpoints IP Phones
Session Border Controller
T-Server
Current Phones
Aspect ACD
AND
Genesys
Genesys
Signaling
Foundation:
Deploy CIM and IBV, configure agents and routing
• Current Switch/PBX stays in place
• Genesys integration to PBX provided via T-Server
• Deploy Genesys enabled desktop for all agents,
move to Genesys Reporting
2. As all agents on a particular PBX are
moved to SIP Server, repurpose the
PBX
3. Genesys used to make all Agents
one pool, regardless of infrastructure
Advantages:
Phased Migration
Don’t rip and replace entire infrastructure just to get started
Move agents off of legacy PBX as resources allow and/or business needs dictate
Unified Routing:
Improve customer service capabilities immediately
Get a caller to the best, most available agent, at any site-=- across both Genesys SIP
and legacy PBX agents
Unified Reporting:
In addition to creating one agent pool across both infrastructures , all agents and
interactions will be reported on in the same manner throughout the migration
Provide common detailed reports from day 1
Unified Desktop:
Leverage existing desktop integration for screen-pop, call control, and integration into
external systems
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