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IBM ITALIA Hosted Contact Center in Egypt Rome, March 25th

IBM ITALIA Hosted Contact Center in Egypt Rome, March 25th. Agenda. 1. Avaya-IBM partnership. Current environment. 2. How Egypt site fit in Italian environment. 3. Values to Customer. 4. 1 Why IBM and Avaya?. Enduring Partnership. Strategic Alliance since 2001

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IBM ITALIA Hosted Contact Center in Egypt Rome, March 25th

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  1. IBM ITALIAHosted Contact Center in EgyptRome, March 25th

  2. Agenda 1 Avaya-IBM partnership Current environment 2 How Egypt site fit in Italian environment 3 Values to Customer 4

  3. 1 Why IBM and Avaya? Enduring Partnership • Strategic Alliance since 2001 • Mission: To provide end-to-end solutions that help customers to mitigate risk, gain flexibility, optimize customer service and increase productivity Complimentary solutions, Common Goals • IBM and Avaya are aligned with each other strategically and tactically. Avaya and IBM share a common vision of how voice solutions and information technology have converged, which benefit our clients all over the world. We have mutual senior executive support who is committed to growing our business and joint customer base in every geo. Vibrant Technology and Services Collaboration • Several strategic technology relationships that call for the joint implementation of Avaya and IBM solutions in unified communications and contact centers • 12 joint demo centers worldwide showcasing joint industry and horizontal solutions • IBM has more certified Avaya resources than any other SI partner, allowing for seamless customer implementation and support

  4. Solution Control Centers • System Management and Configuration • Solution Contol • Intelligent Routing Servers • Reporting Servers • Workforce Management Servers • DR Support • Media Clusters • IVR • IP PBX / SIP Servers / TDM (tactically) • Quality Monitoring Servers • Strategically distributed to minimize cost and optimize performance and reduce outages 2 IBM Italy Service Desk as part of the WW IBM network • As part of the IBM WW network strategy, Italy virtual service desk provides clients with services leveraging on the latest and innovative IP Hosted Contact Center Shared Infrastructure (CCSI) based on Avaya & Genesys technologies • Ability to deliver services on a large scale • Virtual routing • Skill sharing • Multichannel routing (voice, e-mail, chat, web) • Flexibility • Scalability • High Reliability • Productivity

  5. 2 Milano Campus: Building Blocks design and IT Delivery operations

  6. Green dual site Data Centers MPLS Roma Torino Napoli 2 Italian Contact Center Shared Infrastructure (CCSI) Overview • Dual site architecture for business continuity • Dual Homing/Redundant fiber connection: provider and path • VoIP technology based (H.323 and SIP) • IVR with text-to-speech and speech recognition • CTI based Framework : Multi-channel routing environment (Voice, Mail, Chat, Web) • ITIL Service Desk application • Volumes : • # seats 500 • # delivery centers 4 • # customers 310 • # service hours 24 x 7 • # call 4.800.000 • # languages 24

  7. 3 Background IBM is opening a new Call Center in Egypt based on the existing Italian call center infrastructure , initially starting at 280 heads and moving to a total of 740 by the end of 2010. IBM has signed a contract with the Egypt government to deliver contact centre and Back office work out of a Cairo building by the first half of 2010. The seats will expected to be 95% operated for contact centre activities versus Back office operations. The solution is based on Avaya technology due to the best in class solution proposed and competitive pricing 7

  8. 3 Final Contact Center Shared Infrastructure (CCSI) infrastructure (Egypt view)

  9. 3 Solution highlight • The solution will provide : • Redundant PSTN installation between Milan DCs • Inbound customer call will flow in PSTN in Milan DCs • IBM business call will flow in-out form PSTN in Egypt • Full Avaya technology will be used for ACD, PBX, Recording, QM, Voice Mail, Reporting • Redundant components for ACD, PBX, Reporting, Voice Mai • Dual PBX installation in Egypt • Solution scalable over 1000 of seats • Solution ready for CTI integration

  10. 4 Value to the customer • Cost : • Stable and predicted based on agreement • Reduced TCO based on large scale of integration in a secure environment • Quality : • Improved services based on committed Service Level Agreements • Focus on Core Business • Time : • Fast implementation less than 6 months • Continuous evolution of infrastructure at state-of-art

  11. Thanks

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