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Establishing Internet Telephony/VOIP for Developing Countries

This article by Mark Lepko, VP of the Americas at CosmoCom, discusses the requirements and benefits of implementing internet telephony/VOIP in developing countries. It covers equipment requirements, bandwidth constraints, quality of service, and cultural considerations. The article also highlights the platform requirements for establishing a virtual contact center, including its scalability, reliability, and multitendency features. Lepko emphasizes the cost-effective and efficient nature of virtualization in managing contact centers across multiple locations, both onshore and offshore.

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Establishing Internet Telephony/VOIP for Developing Countries

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  1. Establishing Internet Telephony / VOIP to Developing CountriesMay 2005 Mark Lepko, VP the Americas, CosmoCom

  2. Establishing Internet Telephony / VOIP to Developing Countries Mark Lepko VP, the AmericasCosmoCom May 2005

  3. Issues • Equipment – Requirements of a platform for offshoring of contact centers • Bandwidth Constraints – Architectures to maximize bandwidth efficiency and minimize communications cost • Quality of Service • Cultural & Language Considerations

  4. Platform Requirements • Virtual by Design – IP-based • Mature, field-proven, IP design • Unity • Major functions (ACD, IVR, Agent, Recording, PD) • Contact channels (Phone, Internet, Messaging) • Agent locations (including home agents) • Integratability • Superior openness and depth of integrations • Fraction of the cost

  5. Platform Requirements • Scalability • Economically scales down • Robustly scales up to carrier-sized systems • Reliability - Proven carrier-grade • Hostability - Share across multiple customers • Virtual is essential • Multi-tenancy with tenant self-administration • Rapid tenant creation • Integration per tenant

  6. Virtualization:…Everything in its Place • Technology Infrastructure wherever it needs to be • Agents wherever they are • Multiple locations • Onshore & Offshore • Agents at home • Manage all as one virtual center

  7. Not Virtual • Separate Centers/Systems • Inefficient Admin • DNIS Routing • Transfer Limitations • Little or No Screen-Pop • No Visibility into Outsourcers • Complex, Rigid

  8. Virtual • One Virtual Center • Efficient Central Admin • Intelligent Routing • Seamless Transfers • Screen-Pop Everywhere • Full Visibility into Outsourcers • Elegant, Flexible

  9. Offshore Economies • Basic Offshore Connection • IVR • Queue Holding Time • Transfer to Local Agent • Predictive Dial Origination

  10. Offshore Economies:Inefficient Offshore Connection Onshore Offshore $$$ Connection LegacyPlatform

  11. Offshore Economies: Efficient Offshore Connection Onshore Offshore $$$ Connection LegacyPlatform IP CCPlatform $ IP Connection

  12. Offshore Economies:Inefficient IVR & Hold Onshore Offshore $$$ Connection LegacyPlatform

  13. Offshore Economies:Efficient IVR & Hold Onshore Offshore $$$ Connection LegacyPlatform IP CCPlatform

  14. Offshore Economies:Inefficient Transfer Onshore Offshore $$$ Connection LegacyPlatform

  15. Offshore Economies:Efficient Transfer Onshore Offshore $$$ Connection LegacyPlatform IP CCPlatform

  16. Offshore Economies:Inefficient PD Calling Onshore Offshore $$$ Connection No Ans LegacyPlatform Busy OK

  17. Offshore Economies:Efficient PD Calling Onshore Offshore $$$ Connection LegacyPlatform No Ans Busy IP CCPlatform OK $ IP Connection

  18. Thank You Mark Lepko VP, the AmericasCosmoCom Mlepko@cosmocom.com 312-819-2236

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