1. HOSTED CONTACT
CENTER –
SOUTH AFRICA MODEL
Alison Alberts
Product Manager: Voice Services
Vodacom Business
April 7, 2011
1
2. VODACOM BUSINESS STRATEGIC OBJECTIVE
• Vodafone now owns 65% of Vodacom Group
• To be the leading Africa provider of Managed
Network and Cloud Computing solutions t
N t k d Cl d C ti l ti to
the enterprise, corporate and business
sectors
• The leading total communications p
g provider
across Africa
2
5. THE BUILDING BLOCKS TO CONVERGENCE
VB CSOC VB Data Center
IP Core
C
Access
Network VoIP Interconnects
5
6. MARKET CHALLENGES
• Challenges:
• Reduce cost of operations – (staffing Contact handling Contact
(staffing, handling,
minutes)
• Increase efficiencies
• Increase revenue and customer satisfaction
• Flexibility (ease of making changes to the contact centre applications)
• Access to technology
• Capital outlay (Opex model)
• Specialised skills
•A
Acquiring new customers and grow existing customer value
ii t d i ti t l
6
7. TAKE TO MARKET STRATEGY
Hosted Contact Centres is an “in the cloud” service built on the Presence platform, hosted
in the VB Data Centre, offering contact centre features and functionality built in VM-Ware
•Who is it for?
•SME , Enterprise, Corporate
• How is it supplied?
•S li d b V d
Supplied by Vodacom B i
Business, b k
back-on-back with reputable vendor, P
b k ith t bl d Presence
• How is it supported?
•VB project manages installation
•INOVO installs the contact centre application
•1st line by Vodacom Business, 2nd INOVO, 3rd line by Presence
• Who owns and bills the customer?
•Vodacom Business
• What is the pricing model?
•O t i ht purchase (Handsets and H d t )
Outright h (H d t d Headsets)
•Opex Model for licenses billable per month
7
8. HCC ARCHITECTURE OVERVIEW
VB Data Centre
Internet
PSTN or
IP
Network
Communication
Medium
VoIP, Email, Fax, Chat
8
9. AN ALL IN ONE MODULAR SUITE
ALL‐IN‐ONE SUITE. JUST ACTIVATE AND USE THE MODULES NEEDED
9
10. WHY HOSTED CONTACT CENTRES
• Innovative: Not the first in the world, but a near first in SA
• Only contact centre product offering to be based on VM-Ware which is
part of the VB Data Centre strategy
High Availability and Redundancy
HW resources dimensioned to cover the real needs
HW resources re-dimensioning in few minutes
Migration between host servers as easy as copy and paste
Completely secured, allows independence between environments
Total isolation between VMs (if desired)
• G
Global Partner namely Presence, with Local Footprint
• Virtualized agents can sit anywhere
10
11. WHY HOSTED CONTACT CENTRES
• Compelling OPEX vs. CAPEX model.
• Product is Modular, you need agents we switch them on!!!
• Improve flexibility - Apply the technology to suite the specific campaign
or customer scaling up to add new agents
customer.
• Significantly improving productivity & revenue for your organisation e.g.
Contact backs, if agents are not busy push them into outbound
g y
campaigns etc
• Improve manageability of processes & staff, building in intelligence,
e.g.
e g intelligent routing to agents reporting
agents,
11
12. BENEFITS FOR THE CUSTOMER
• Almost no upfront investment necessary
• Shift from Capex to Opex (financial model)
• Hosted model provides higher flexibility for increase and decrease of capacity,
lower risk, adapted to business growth
• No need to have specialized resources on site
• Fast and easy implementation
• One stop shop (“centralized support”)
• Focus on core business
• Application always updated and maintained
• Access to leading edge contact center solutions - all affordable opex cost
• Better disaster recover solutions
12
13. BENEFITS FOR VODACOM
• Generate additional traffic in the network
• A “foot in the door of customers before the network connection reaches their
foot door”
location (on premises solution)
• Additional argument to attract customers from competitors
• Increase added value to customer and isolate against competition
• Wider footprint in the market with more added value solutions
• Vodacom can exploit image adapting business models to current economic
conditions (Marketing message)
• Allows to compete against the Hosted Solution Competitors
• Managed CC solution can be used to lock in customer for longer terms.
14. MARKETING ACTIVITIES
• Brochure-ware
• Banners on the Internet
• Advertorial and Press Release in IT magazine
• Audio / Visio Sales Tool
• Sales training to Account M
S l t i i t A t Management
t
• Product information on the Vodacom Business Portal
• Product of the Year 2009
• Product Demonstration capabilities in the Vodacom
Image store
14
16. CUSTOMER PROPOSAL
• Hosted Contact Centre based on Presence Technology hosted in the VB Data Centre
• 85 x Inbound/Outbound licenses with the vision of growth
• 85 Voice Recording li
8 xV i R di licenses
• Scripting
• Dual Fibre links
• VPN (RT Class of Service for Voice)
• VoIP Breakout to UK fixed and Mobile termination
• Hosting Facilities
Future
• 500 IB/OB agents in 3 months
• Inbound agents on Presence Technology
• Inbound Contact termination
• Additional outbound licenses
16
