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CCC2- Smooth Contact Center Migration Bridging the Gap. Kentis GOPALLA February, 2008. Agenda. Why Migrate ? Voice-centric to Multimedia Migration Expanding in Size and Functionality. The Dynamic Enterprise. …interconnects. …for continuous and transformative growth.

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Presentation Transcript
agenda
Agenda
  • Why Migrate ?
  • Voice-centric to Multimedia Migration
  • Expanding in Size and Functionality
the dynamic enterprise
The Dynamic Enterprise

…interconnects

…for continuous and transformative growth

the dynamic contact center

Protect your assets

Extend your reach

Talk your customer’s language

Contact Centers for the Dynamic Enterprise

Protect your assets

The Dynamic Contact Center

+

+

=

slide6

1

Why Migrate ?

reasons for migration
Reasons For Migration
  • EmailMultimedia Open Media
  • Increase in number of agents Expansion Multi-site configuration
  • Resource Optimization CRM Integration
  • Combining Contact centres Company mergers
  • Home working agents Go Green Campaign Virtual CC
migration fears

PERFORMANCE

COST

  • Rip & Replace Approach ?
  • Lose Initial Investment ?
  • Training Investment ?

COST

RISK

PERFORMANCE

  • Can the same SL be maintained ?
  • Agent Performance ?

RISK

  • Customer History ?
  • Compatibility With other applications ?
Migration Fears
solution portfolio
Solution Portfolio

Richness /openness

OmniGenesys

OmniTouch CC PE

OmniTouch CC SE

Open media

Multimedia

Voice centric

slide10

2

Voice-centric to Multimedia Migration

from voice centric to multimedia

OTCC SE

OTCC PE

Full Migration

Voice & Email Users

Voice Centric

Partial Migration

OTCC PE

OTCC SE

Voice & Email Users

Max 150 seats

Voice Centric

From Voice centric to MultiMedia

Omnitouch CC Premium Edition and OmniTouch CC Standard Edition can now co-exist on the same platform

from voice centric to multimedia1

COST

Full Migration

  • Protect your assets
    • Maintain your initial Investment – CCD Backup
  • Spread your cost with a phased approach

OTCC SE

OTCC PE

Partial Migration

OTCC PE

Voice Centric

OTCC SE

Voice & Email Users

Voice & Email Users

Max 150 seats

Voice Centric

RISK

PERFORMANCE

  • No disruption in contact centre operation
  • Migrate at your own pace
  • Increase Customer Satisfaction
    • Increased communication channels
  • Increase Agent Performance
    • Collaboration
  • Intuitive and Matrix form GUI for routing.
  • CRM Integration
From Voice centric to Multimedia
slide13

3

Expand in size and functionality

bridging the gap
Bridging The Gap

Openness / flexibility

For larger CC, routing needs to be more open and flexible to optimize operation cost

OG

No of agents

150

OTCC PE

For ease of migration and operation, the Visual CC can now be retained and used on the OmniGenesys Platform

For small/medium size CC, ease of use is more important to reduce administration cost

EZ2

bridging the gap1

Full Migration

OG

OTCC SE

Voice & Email Users

Voice Centric

Partial Migration

OTCC PE

OTCC SE

Voice & Email Users

Max 150 seats

Voice Centric

Bridging The Gap
bridging the gap2

COST

  • Protect your assets
    • Maintain your initial Investment – CCD Backup
    • Maintain your Visual CC Investment
    • Retain your CRM Integration
  • Retain your training investment

RISK

PERFORMANCE

  • No disruption in contact centre operation
  • No Rip & Replace approach
  • Retain Customer History
  • Increased communication channels with open media
  • Maintain Service Level
  • Retain ease of use through Visual CC.
  • Additional Tools to further optimize routing and reporting
Bridging The Gap

Full Migration

OTCC SE

OG

Voice Centric

Voice & Email Users

Partial Migration

OTCC SE

OTCC PE

Voice Centric

Voice & Email Users

Max 150 seats

making migration smooth

OG

Voice & Email Users

OTCC SE

Voice Centric

OTCC PE

Voice & Email Users

Making Migration Smooth

CRM Adapters

Database Access

Customer History

Reporting Data

slide18

With Alcatel-Lucent

  • make your contact center evolution a
  • journey…….
  • Not a
  • destination