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Ofcom Silent Calls Regulation NEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCE MAY 17, 2011 PowerPoint Presentation
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Ofcom Silent Calls Regulation NEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCE MAY 17, 2011. Speakers. Jim Casey Head of Contact Centre Practice Cirquent Ltd . t. +44 (0) 203 217 1360 e. jim.casey@cirquent.co.uk.

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Ofcom Silent Calls RegulationNEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCEMAY 17, 2011

speakers
Speakers
  • Jim CaseyHead of Contact Centre PracticeCirquent Ltd.t. +44 (0) 203 217 1360e.jim.casey@cirquent.co.uk
  • Frederic DickeyDirector of Product ManagementSangoma Technologiest. +1 514 288 7111 x 233e. fdickey@sangoma.com
agenda
Agenda
  • Introduction
  • Details about the new regulations
  • The potential impact of these regulations on your operation and your business
  • Design and process analysis issues that can affect your solution
  • Details of a solution that meet the new requirements with minimal impact on your operation
  • Closing
  • Q&A
ofcom silent c alls policy

Ofcom Silent Calls Policy

Jim Casey

Contact Centre Line of Business Head

Cirquent UK

recent trends in outbound calling
Recent Trends in Outbound Calling
  • Move to smaller campaign groups
  • Higher use of ‘immediate call’ dialling
    • Call back from queue
    • Call back from web
  • Companies instigating on the fly ‘Do Not Call’
  • Integrated Marketing approach
  • Changes to the global telecoms infrastructure and the devices people are using
achieving ofcom policy compliance
Achieving OFCOM Policy Compliance
  • The significant increase in penalties combined with a more stringent policing of UK outbound environments reflects Ofcom’s considerable concerns in this area.
  • The enforcement action taken by Ofcom presents an immeasurable threat to outbound business operations and should therefore be taken very seriously.

The long accepted phrase of ‘business as usual’ will no longer apply, there are no shortcuts or easy ways around this regulatory stance.

getting the basics right
Getting the Basics Right
  • Operational Improvements
human intervention
Human Intervention
  • Human Intervention
technology intervention
Technology Intervention
  • Technology Intervention
leveraging superior call progress analysis technology for outbound compliance

Leveraging Superior Call Progress Analysis Technology for Outbound Compliance

Frederic Dickey

Director Product Management

fdickey@sangoma.com

introduction to sangoma netborder call analyzer nca
Introduction to SangomaNetBorder Call Analyzer (NCA)
  • Dedicated Platform to Perform Call Progress Analysis (CPA) for Outbound Contact Centres
    • Classifies calls to maximize productivity
    • Reports pre-connect and post-connect (live answer, answering machine, busy, etc.)
  • Implements Unique Patent Pending CPA Algorithms
    • Best Accuracy
    • Best Speed of Response
  • Integrates directly with VoIP and SIP Contact Centres
  • Interopwith over 30 VoIP and SIP Endpoints (including Genesys SIP Server)
sangoma nca in the call centre
Sangoma NCA in the Call Centre

Dialling to PSTN

Call Centre Suite

Sangoma

NCA

VoIPGateway

E1/T1

SIP

SIP

sangoma nca in the call centre1
Sangoma NCA in the Call Centre

Dialling to PSTN

Call Centre Suite

Sangoma

NCA

VoIPGateway

E1/T1

SIP

SIP

Dialling to SIP Trunks

Call Centre Suite

Sangoma

NCA

Session Border Controller

SIP Trunk

SIP

SIP

sangoma nca in the call centre2
Sangoma NCA in the Call Centre

Dialling to PSTN

Call Centre Suite

Sangoma

NCA

VoIPGateway

E1/T1

SIP

SIP

  • NCA performs:
  • Call Progress Analysis
  • Reports Results to Dialler via SIP Interface

Dialling to SIP Trunks

Call Centre Suite

Sangoma

NCA

Session Border Controller

SIP Trunk

SIP

SIP

netborder cpa engine unique approach
NetBorder CPA Engine: Unique Approach
  • We humans are very good at CPA, we know if a call is live, voice mail, busy, etc. We never really fail at this when we place a call
  • To replicate this on a computer, you build Neural Networks based on Statistical Models
    • In other words, you design a specialized CPA machine
    • Create a model, send calls though it, check results, train, repeat
netborder cpa engine unique approach1
NetBorder CPA Engine: Unique Approach
  • We humans are very good at CPA, we know if a call is live, voice mail, busy, etc. We never really fail at this when we place a call
  • To replicate this on a computer, you build Neural Networks based on Statistical Models
    • In other words, you design a specialized CPA machine
    • Create a model, send calls though it, check results, train, repeat

PATENT PENDING

netborder cpa engine modeling process
NetBorder CPA Engine: Modeling Process

Product

Outbound Campaign

Annotation

Benchmark

Training

Data Set

RecordingandCDRs

Annotated

Files

  • Sangoma has a training dataset of 5000 live recordings to businesses, residences and mobile phones (including music ring back tones)
  • Excellent overall out-of-the-box performance
  • Does not require additional training or tuning, requires threshold and confidence measures parameter settings; Tm (AMD) and Th (Live) parameters
benchmarking nca vs other technologies
Benchmarking NCA vs. Other Technologies

Accuracy

Avg. Response Time (Seconds)

  • AMD Threshold
  •  LiveThreshold

NCA Threshold Configuration Values

benchmarking summary
Benchmarking Summary
  • Accuracy data not inflated with easy to detect pre-connect conditions (such as busy)
  • Benchmarking concentrates on Answered Calls
  • NetBorder CPA is moreaccurate
    • Reduces Silent Calls (AMD False Positive)
  • NetBorder CPA is faster
    • More time for call centre software to route to an agent
    • Customers less likely to hang up on you
  • Works out-of-the-box— no tuning
  • Threshold configurations provide flexibility in deployments
sangoma nca thresholds and ofcom maximize live answer accuracy
Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy

Avg. Response Time (Seconds)

Accuracy

  • AMD Threshold
  •  LiveThreshold

NCA Threshold Configuration (Th / Tm)

sangoma nca thresholds and ofcom maximize live answer accuracy1
Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy

UK Offcom

Default

Avg. Response Time (Seconds)

Accuracy

  • AMD Threshold
  •  LiveThreshold

NCA Threshold Configuration (Th / Tm)

sangoma nca thresholds and ofcom maximize live answer accuracy2
Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy
  • NetBorder Call Analyzer CPA model can be configured to favour certain results
  • This is done via Threshold parameters settings
    • Th: influences live answer results
    • Tm: influences answering machine results
  • The higher the values, the longer the model takes to reach a result (and make less errors)
  • The lower the values, the more aggressive it is going to be (and make more errors)
  • Find the right balance of accuracy vs. response time for your operating constraints
other features built in management and reporting
Other Features:Built-in Management and Reporting
  • Rolling Statistics (CPA-STATS.CSV file)
    • Time stamps, CPA results
  • Built-in Trunk Side Call Recorder
    • Recorded on WAV files
    • Filenames follow Call-id in CPA-STATS
    • Turn on or off as required
  • Combine both for periodical performance analysis
sangoma nca and ofcom compliance
Sangoma NCA and Ofcom Compliance
  • Accuracy
    • Minimize AMD False Positives
    • Minimize Silent Calls
  • Speed of Classification
    • Connect Agent within 2 seconds facilitated
    • Minimize Dropped Calls
  • Threshold Settings
    • Optimize performance for Ofcom regulations
    • No need for costly tuning consultation engagements
  • Statistical Data Reporting and Trunk Side Recording
    • Facilitates Periodical quality benchmarking
for more information
For More Information

Read the whitepaper here: http://www.sangoma.com/resources/whitepapers/cirquent.html

get in touch
Get in Touch!

http://bettercrm.org/resources/collateral.shtml

Twitter.com/Cirquent_cloud

Ian.Taylor@Cirquent.co.uk

Youtube.com/CirquentMarketing

http://bettercrm.org

http://cirquent.co.uk

http://www.linkedin.com/company/cirquent-ntt-data-group