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Call Center Operation

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The document discusses the history and evolution of call centers, including Cisco's collaboration services and AVVID architecture. It then provides an overview of the main components of a call/contact center including CallManager, ICM, CVP, and IVR. Finally, it compares multi-vendor versus Cisco IPCC solutions and discusses implementation considerations for call centers in Pakistan.

TechnologieBusiness
1 von 21
Call/Contact Center Operations CyberNet
CyberNet Today's Agenda History of Call Center Call/Contact Center Overview Technology Agenda Solutions for Call Center Implementation in Pakistan
CyberNet History of Call Center The Evolution of Call Center Collaboration at Cisco
CyberNet The Evolution of Call Center is AVVID
CyberNet Collaboration of Cisco ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet Call/Contact Center Overview Our Main Concern ,[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet Technology Agenda A Closer Look Advantages of IPCC
CyberNet Main Components for Call Center/IP Telephony communication Traditional PBX Call Processing Line Connections Trunk Connections Switching = PBX Components Data Switch (PoE – 802.3af) Router/Gateway Call Manager
CyberNet Hardware Considerations CallManager Revolutionize communications with personal call rules, speech recognition, enhanced text-to-speech, and IP Phone Productivity Services With CallManager Data Switch Data Switches are provide the interconnectivity between different devices Voice Gateways Voice gateway is used as the PSTN voice gateway. The voice gateway is responsible for converting TDM speech to IP and for recognizing DTMF digits and converting them to H.245 or RFC2833 events Media Convergence Server Data Switch (PoE – 802.3af) Router/Gateway Call Manager
CyberNet Software Considerations Call Manager Cisco Unified CallManager software is the call-processing component of the Cisco Unified Communications system. It is a scalable, distributable, and highly available enterprise IP telephony call-processing solution Call Manager ACD ICM CVP IVR Codec Trunking/ Voice Protocols IP Soft Phone ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet Note: Agent is available Then ICM instructs the IVR to transfer call to the selected agent then IVR Requests Call Manager to transfer the call to selected agent
CyberNet ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet Solutions for Call Center ,[object Object],[object Object],[object Object],[object Object]
CyberNet Solutions for Call Center ,[object Object],[object Object],[object Object]
CyberNet Multi Vendor Vs Cisco IPCC Avaya’s “IP” revenue comes from “Converged Telephony” systems (IP-based call control, but often same old PBX chassis and TDM phones – what’s the benefit?)
CyberNet Multi Vendor Solution
CyberNet Cisco IPCC Solution
CyberNet Cisco IPCC Scenario ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CyberNet Implementation in Pakistan ,[object Object],[object Object],[object Object]
CyberNet What Questions Do you Have ?

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Call Center Operation

  • 2. CyberNet Today's Agenda History of Call Center Call/Contact Center Overview Technology Agenda Solutions for Call Center Implementation in Pakistan
  • 3. CyberNet History of Call Center The Evolution of Call Center Collaboration at Cisco
  • 4. CyberNet The Evolution of Call Center is AVVID
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  • 7. CyberNet Technology Agenda A Closer Look Advantages of IPCC
  • 8. CyberNet Main Components for Call Center/IP Telephony communication Traditional PBX Call Processing Line Connections Trunk Connections Switching = PBX Components Data Switch (PoE – 802.3af) Router/Gateway Call Manager
  • 9. CyberNet Hardware Considerations CallManager Revolutionize communications with personal call rules, speech recognition, enhanced text-to-speech, and IP Phone Productivity Services With CallManager Data Switch Data Switches are provide the interconnectivity between different devices Voice Gateways Voice gateway is used as the PSTN voice gateway. The voice gateway is responsible for converting TDM speech to IP and for recognizing DTMF digits and converting them to H.245 or RFC2833 events Media Convergence Server Data Switch (PoE – 802.3af) Router/Gateway Call Manager
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  • 12. CyberNet Note: Agent is available Then ICM instructs the IVR to transfer call to the selected agent then IVR Requests Call Manager to transfer the call to selected agent
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  • 16. CyberNet Multi Vendor Vs Cisco IPCC Avaya’s “IP” revenue comes from “Converged Telephony” systems (IP-based call control, but often same old PBX chassis and TDM phones – what’s the benefit?)
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  • 21. CyberNet What Questions Do you Have ?