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Case Study: Hosted Multimedia Contact Centre (MCC) Implementation for a Large Canadian Provincial Government. October 2012. Presented by: Sanjeevan Srikrishnan Architect CompuCom. Who is CompuCom ? What is the Hosted Multimedia Contact Centre (MCC) project?
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CompuCom offers an integrated portfolio…
with a focus on IT Outsourcing
General Overview Overview
People and Processes
Right-shore call center and IT services
Comprehensive field coverage
IT service management leadership
Help Desk Outsourcing
Gartner “Magic Quadrant 2012 for Help Desk Outsourcing, North America,” by William Maurer, Bryan Britz, Helen Huntley, and David Edward Ackerman. July 24, 2012
Gartner “Magic Quadrant 2012 for Desktop Outsourcing Services, North America,” by William Maurer, David Edward Ackerman, Bryan Britz, and Helen Huntley. July 24, 2012
Data Center Outsourcing
Gartner “2012 Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, North America,” by William Maurer, David Edward Ackerman, Bryan Britz, August 29, 2012.
Service Delivery Certifications
“CompuCom was chosen for its track record in excellent customer satisfaction and responsiveness, which they have demonstrated consistently for us. UHN is a large, complex, academic hospital that is dependent on information and communication systems to support care, teaching and research. This partnership is paramount to our business continuity and ability to innovate at every level.”
“…surpassing our planned cost reductions while providing positive impact upon the business community.”
“…delivered year over year cost savings of over 50% ..setting all time high quality records”
“CompuCom has the cost structure, delivery capabilities, and management team to win and successfully deliver…” – Tom Pohlmann, VP, Information Technology Research
… with a sense of urgency!
Win / Win
Respect for Individual
Overview of the Multimedia Contact Centre platform
MCC Contact centers handle over 11 Million calls annually from businesses and the general public.
10 Million of these calls are routed to 1,100 agents located in 33 contact center locations across the province.
MCC platform operates on a base of 2,200 SIP Trunks, providing local and toll free access for businesses and the general public to the provincial government.
MCC platform is designed to provide the government with a 99.999% overall availability.
Pre MCC Landscape
Pre MCC Landscape (cont.)
Overall Solution Provider offering
CompuCom Managed Service
2. Call is placed to PSTN
3. Call arrives at Telco and is converted to SIP
1. Caller Dials MCC Number
4. SIP Call is Sent to MCC SBC
Telco/Public Voice Network
7. SBC Forwards Transfer Request to MMR Servers, and MMR Servers Accept Transfer Request
MCC Internal Network
5. MCC SBC sends the SIP Call to VXML IVRs
8. SBC Transferrs call to MMR Servers and call is placed in queue for next available agent
9. When an agent is available, the caller (waiting in queue) is patched in and conversation begins.
6. Caller chooses to speak to an Agent. Call transfer request is made to SBC after MMR Capacity Check is Done.
Do you have Capacity for a Call?
Incoming callers have a separate SIP Call session to that used by Call Centre Agents.
Agent Call sessions are maintained through multiple incoming calls.
As incoming calls traverse the SBC and head to the IVR and MMR components, only one call path is maintained (calls are SIP Refer Transferred between internal endpoints)
Call transfers from the VXML IVRs to the ICE MMRs are done in the sub second timeframe. During this period callers hear silence (with comfort noise)
Points to Note
The MCC Solution is comprised of the following key telephony components:
Ingate Session Border Controller (SBC)
Voxeo Voice eXtensible Markup Language (VXML) Interactive Voice Response (IVR)
ComputerTalk ICE Multimedia Routing (MMR) Engine
Computer Talk (cont)
InGate Systems (cont.)
Change of Business Requirements
Change of SIP Trunk Carrier by Government
Change of SBC platforms