Alcatel multimedia citizens call centers and security solutions hradec kralove march 29th 2004
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Crisis situations & Communications with citizens: Enabling Local Authorities and Public Administrations to provide new services to citizens. Alcatel Multimedia Citizens Call Centers and Security Solutions Hradec Kralove , March 29th 2004. Local Authorities & Government agenda.

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Alcatel multimedia citizens call centers and security solutions hradec kralove march 29th 2004

Crisis situations & Communications with citizens: Enabling Local Authorities and Public Administrations to provide new services to citizens

Alcatel Multimedia Citizens Call Centers and Security Solutions

Hradec Kralove , March 29th 2004


Local authorities government agenda

Local Authorities & Government agenda

Citizen Service

Citizen value

Lower citizen cost

Greater availability

Citizen centricity

Fewer, more effective interactions

Single point of contact

Operational Efficiency

Lower service provision and overall costs

Less headcount

Transformation

Achieving policy objectives

e-Government

Political Return

Greater participation

“Digital Divide”

Economic impact

Greater transparency/ accountability

More effective policymaking

Source: Gartner, 2003


How can alcatel help local authorities governments

How can Alcatel Help local Authorities & Governments

Improve efficiency

Enhanceservices to citizens

Bridgedigital divide & Boosteconomic development


Public agencies contact center challenges

Public Agencies: Contact Center Challenges

  • Improve citizen satisfaction

    • Reduce wait & service times

  • Reduce operational expenditures

    • Optimize utilization of public funds

  • Enhance accessibility to information

    • Anytime, anywhere access for communicating with constituents

Improve communication between citizens & public agencies


Service level requirements

Service level

Expectations

  • 24x7 access

  • Consistent service

  • Fast service completion

  • Low wait times

  • Multiple access channels

  • Personalized service

  • One call resolution

Business

Site 1

Site 1

HQ

HQ

Site 2

Site 2

Public

Agencies

Service Level Requirements

Citizen

Service level expectations for customer’s interactions with Business’ or Public agencies are the same


Alcatel genesys suite real time interaction suite

Human Interface & Adapters

Enabling Applications

Workforce Management

Outbound

Self Service

Internet

Inbound

Framework Routing& Reporting

Operating Environment

Alcatel Genesys SuiteReal-Time Interaction Suite

  • Integrated – enables intelligent interactions

  • Open & proven – reduces cost of ownership

  • Scalable – allows growth & migration at own pace


Real time interaction value

Real-Time Interaction Value

Better

Interactions

Better

Image

Better

Operations

  • Personalized service

  • Fast answers

  • First call Resolution

  • Live support and self help

  • Anytime, anywhere access

  • Operational efficiency

  • Balancing service with cost

  • Improved communications

  • Emotional bond with citizens

  • Satisfied citizens


Government local authorities solution map

  • Benefits

  • Employee Travel

  • Employee & Dept. Locator

  • Internal Help Desk

  • Unified Communications

  • Voice activated Dialing

  • Child Welfare

  • Game & Wildlife

  • Health Administration

  • Justice & Public safety

  • Patent & Trademark

  • Postal Services

  • Social Services

  • Tax & Revenue

Federal/ Provincial

Public Agency

  • Benefits

  • Employee Travel

  • Employee & Dept. Locator

  • Internal Help Desk

  • Unified Communications

  • Voice activated Dialing

  • 311 Non-emergency services

  • 911 Emergency services

  • Parks & Recreations

  • Parking & Traffic enforcement

  • Permits & Licensing

  • Local Tax collection

  • Transportation services

  • Utilities, Streets & Sanitation

Regional/ Local Communities

Internal Productivity

Citizen Support

Application Focus

Government & Local Authorities Solution Map


311 application city of new york

311 Application – City of New York

  • Background

    • City maintains more than 40 help lines with 11 pages of listings in Yellow pages

    • Created a single, integrated channel through which all of the city’s non-emergency services can be accessed

      • Directory assistance for local government offices

      • Information requests about specific processes or services – from fixing potholes to arranging for sanitation pick-up

    • Deploys Alcatel Genesys Enterprise Routing and Workforce Management solutions

  • ROI

    • Improved operational efficiency by using lower-cost service delivery channels

    • Reduced the number of transferred and lost calls

    • Increased agency productivity and responsiveness


City of lyon lyon direct new services to citizens

City of Lyon : Lyon Direct : new services to citizens

·  Directory assistance requests for city office phone numbers, addresses or office hours.

·  Information requests about specific processes or to acquire information or publications.

·  Requests for a broad range of services, from fixing potholes or acquiring a birth certificate to arranging for sanitation pick-up.

ONE

phone number to call

Routing Engine

Main Call Center

Coordination of voice and data transfers

Workforce management

Agent selection

e.g. data pop up according to request type


Child support agency australia

Child Support Agency, Australia

  • Background

    • Government Agency facilitating payment of child maintenance between separated parents

    • 2200 Genesys enabled staff in 19 locations

    • Client relationship management/knowledge worker environment

    • 700,000 active clients and 4 million calls per year

    • Deploys Genesys Enterprise Routing and complex CTI with CRM applications

  • ROI

    • 80% reduction in total transferred calls

    • 12% reduction in failed transfers

    • 15% increase in calls resolved in IVR


State of washington department of employment security

State of Washington - Department of Employment Security

  • Background

    • 300 to 450 agents across 3 contact centers

    • Handling 30,000 to 50,000 calls per week (peak volume)

    • Deploys Genesys Enterprise Routing and Workforce Management solutions

  • ROI

    • Agent talk time reduced from 805 seconds to 504 seconds per call

    • Telecommunication expenses reduced by $27,000/month.

    • 75% decrease in customer complaints

    • 97% agent utilization rate during peak seasons

    • Increase in number of calls answered from 16% to 45%

    • Reduction in number of calls deflected due to high volume messages or busy signals from 84% to 28%


The security challenge

AMBULANCE

BUILDINGS

MASS

TRANSPORTATION

AIRPORT

POLICE

TRAFFIC SYSTEM

TRAIN STATION

PARKS

FIREMEN

OIL & GAS

STREETS

The security challenge


Solutions specifics related to various environments

Solutions specifics related to various environments

Data acquisition / transmission / Data processing

Behavior analysis

Airport

automated counting + intrusion

luggage

Highway

Borders

On board Vehicle

Parking

Screening zone

detection

Counter way

aggression

Double lane

Emergency lane

Quick drop

looting

Pipe-Lines

Slow/quick traffic

Pot. thief

Traffic lights

sabotage

Precise Counting


Interactivity real time remote locations various services networks

Control

Center

Telecommunications

Services

Remote

Location

Telecommunications

Services

Transmission

Network

Audio+video surveillance

Maintenance

Control

Voice w/ remote

local or central use

Manual alarm

Trigger

Security Information

Travelers Information

Targeted advertisements

Breaking news

Automatic alarm

(noise/zone)

automatic

behavior

interpretation

From the inside

Or outside

Interactivity/real time/remote locations+various services-? networkS

High Speed Internet


Alcatel end to end delivery for security

Alarms(I)

ECP

Alarms(O)

GPS

Cameras (I)

Fixed

Network

Radio Network

DVR

Wall of display

Configuration

Passenger Information Display

Phone set

PDA

laptop

Public Address

Alcatel end-to-end delivery for Security

Turnkey Project management

INTEGRATION Design/purchase/build/install/test/commission/operation/maintenance

Diverse Far end

Unified Transmission

Centralized Control


Alcatel unique business value for cctv

Alcatel Unique Business Value for CCTV

Bottom up: CCTV as an application on civil works

Right of ways / Fiber layout / network survey

Before…

Digital CCTV breakthrough!

  • 1 network: “VoIP” like : Video over IP

    • One data pipe instead of a dedicated network

    • Standard technology / monitors /cabling / management / switching capacity

  • New services:

    • Recordings: volume of tape vs. HD, video quality, labeling, search an event, maintenance of the base, replacing old tapes, replacing tapes breaks the recording, read and write simultaneous, manageability of the error cases, central management, security seal make it valid for court evidence…. A lot of benefits!

    • data and video mix in the control center (geo localization, interoperability with all the telecommunications and IT solutions, etc…)

  • Cheaper OPEX: More cameras/Less agents ; power consumption


Penny s bay line in hong kong mtrc

Trial section

Penny’s Bay Line in Hong-Kong MTRC

Independent railway between YAO and Disney park

Driverless shuttle

Unique track; 4 Km including 1500m tunnel between 2 stations

3 trains * 4 cars

Max speed: 110 km/h


Network design

Fixed: Backbone

Ethernet /SDH/SONET

Station

Station

Fixed: Access

Ethernet

Station

Station

Station

Station

Station

Station

Wireless: wayside

Wi-Fi AP

Network design

4 Network Levels

Control Center

Wired: On board

Wi-Fi + onboard cabling


Fixed ground network

Fixed ground network

2 cameras/car + 1 on board PC + 1 PC in Kowloon

2 field trials:

July: 600 kbps video.

September: 2 Mbps video + data; seamless handover

230 m

180 m

180 m

510 m

170 m

AP#6

AP#5

AP#4

AP#3

AP#2

AP#1

Hong Kong

Station

Kowloon

Station

1.5 Km out of 4 km


Gif main control center in saragoza

4 Monítors

4 Monítors

4 Monítors

4 Monitors

4 monitors

4 Monítors

15 Monítors

GIF: Main control center in Saragoza

ATM

100BT

TEC 1

TEC 2

TEC 3

TEC 4

Supervis.

Salle Crise

CODEC

ATM

OMNI

SW

100BT

ATM

Video Server

100BT

Administrator


Service offering systems software integration

Service Offering : Systems & Software Integration

Equipments

Logiciels

Services

  • Alcatel

  • External suppliers

  • Alcatel

  • External suppliers

  • Engineering - integration

  • Procurement

  • Installation

  • Maintenance

  • Project management

Integrated Communication Solution

Turnkey solution

Specific Systems(voice, security, …)


Alcatel

Alcatel

N°1 Enterprise Contact Center Software Worldwide N°1 Enterprise IP-PBX in Europe N°1 ADSL Worldwide N°1 Optical Networking DWDM Worldwide N°1 Intelligent Networks & Pre-paid Worldwide N°1 Satellite in EuropeN°3 GSM/GPRS/3G Worldwide, fastest growing market share in radio

16.5billion euros in sales

13.5% invested in R&D

Delivering in130 countries


Thank you

Thank you

[email protected]

[email protected]

[email protected]

[email protected]


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