Contact Center Conference Romania May 2004

•Genesys

Managed Contact Center Solution
for Service Providers

Luis Filipe / Director Marketing Applications – RSC EMAI

20 May 2008

Agenda

1. Customer Interaction Market Drivers
2. Alcatel-Lucent Managed Customer Interaction Solution
3. In Support of Service Providers with Alcatel-Lucent Professional
Services
4. Customer Case Studies: Some Business Cases

© Alcatel-Lucent 2008 All Rights Reserved
2 | Managed Call Center Solution | May 2008

1
Contact Center’ s Market Drivers


Enterprises new challenges when dealing with their Customers

End-customers have changing preferences The challenges for enterprises/businesses:
?To meet end-customer demand,
enterprises need to introduce advanced
technologies
?At the same time, they are also forced to
lower their TCO:
?Migrating from TDM to IP
?Reducing the number of agents and using
home-based agents rather than office-based
agents
?Adopting managed services instead of using
enterprise-based equipment

Customer
Cost Efficiency
Satisfaction
Source: Yankee, July 2006

92% of customers form their opinion about a company based on their call center.
Purdue University, 2002


Customer Interactions lead to the new era of the“Dynamic Enterprise”
A great opportunity for Service providers

? A Dynamic Enterprise has to be agile, mobile,
knowledgeable and fast.
Innovation, performance and productivity are
the norm, resulting in rich customer
interactions, improved operational
performance and exceptional business
results.

? The Dynamic Enterprise is marked by
continuous and transformative growth.

? Enterprises have to be concentrated on their
core business. They see Services Providers as
great outsourcing partners to pro-actively
cope with their continuous market changing
requirements.

Dynamic Enterprise Challenges
? Managed Contact Center Model is great option!
Managed services
Managed services
offer no CAPEX and
need to be carrier-
lower OPEX for the
grade
enterprise

But managed
New-technology services need to be
investments used by easy to
multiple enterprise change/update by
customers the enterprise
Source: IDC, 2007

Enterprises benefit Managed services
from service- reduce enterprise IT
provider network staff requirements
Globalization
security Seamless Global
Out-Tasking
Solution
Multi-Channel
IP Contact Center
IP Migration
On-Demand
Remote Agents
Pay-as-you-Grow
Increased Complexity Critical New Requirements


With high positive impact from the Network perspective
? A Virtualized Environment for Scalability and Cost Advantage
Typical Improved
To virtualized, cost-effective, and scalable
From siloed, premise-based, box-oriented
Customer Premises

28% to 45% projected cost savings
per year vs. premise-based*
? Limited flexibility & redundancy
? Complex
? Expensive (upfront capex, opex, management,
support, maintenance, and upgrade)
* Frost and Sullivan


Hosted Contact Center is a very growing market …

Hosted Contact Center Agent Positions (000)
1,400 14.0%

CALA
APAC
1,200 12.0%
EMEA N.America
Hosted as % of total CC
1,000 10.0%

800 8.0%

600 6.0%

400 4.0%

200 2.0%

0 0.0%
2006 2007 2008 2009 2010 2011
Source: Datamonitor Nov-07

•Hosted Contact Centers offer a great opportunity for Carriers
•Combined with toll-free and premium services, they can offer a compelling
customer care bundle

… but the various Enterprise Segments have different requirements …

SMB Mid Market SMB Mass Market
Large Enterprises
Mainly multisite Mainly single site
Mainly international
? Full in-house contact ?Central receptionists, ?One receptionist in
center spread over no contact center business hours
Current Situation

multiple locations ?Traditional static IVR ?Some or no 0800/0900
? Traditional static IVR ?Set of 0800/0900 numbers
? Set of 0800/0900 numbers
numbers

? Outsourcing of ?Access to full contact- ?Self-managed vXML IVR
Alcatel-Lucent MCIS

contact-center center functionality via to offer always-on
infrastructure to save hosted infrastructure availability
operating costs ?Upgrading of static IVR ?Potential up-sell of
? Upgrading of static IVR to vXML IVR 0800/0900
to vXML IVR


…and so does the Industry and Public Sector

Insurance Banking Health Care
•Claim Status •Account Information •Pill Alert
•Office Locator •Payment Status •Appointments
•Credit Card •Branch locator •Bill Status
•Account Status •Transfer funds •Hospital locator
•Agent Support •HR applications •Paging

Telecom Retail Govt. & Services
•Service Status •Store locator •Schedules
•Bill Status •Credit Card •Tax & Liability
•Field Services •Inventory control •Road & Tollways
•Calling Card •HR & Recruiting •Account Information
•Alerts

•Need for an infrastructure that can support the specific networkrequirements
•Need for applications that can be configured individually per vertical
•Need to support both dedicated usage and shared (multi-tenant) usage

2
The Alcatel-Lucent Managed
Customer Interaction Solution


The ALU MCIS increases both customer satisfaction and cost efficiency by
combining top competencies on Carriers Solutions (FRC) and CC (Genesys)

Customer Satisfaction Cost Efficiency
Agent-based
Customer Contact
? Call Queuing
?Contact center for any
? Agent-Level Call Routing ?Scale advantages
enterprise type (e.g.,
? Call Qualification ?Capacity fluctuations
SMB)
? CTI

Automated
Customer Contact
? Automatic speech recognition
?Personalization (vXML) ?~25% savings on live
? Text-to-speech
? vXML Applications ?Intuitive (ASR) agents via IVR

Multimedia Toll-free
and Premium Services
? Number Translation ?Agent productivity
? Site-level Call Routing through multi-site
?Reduced waiting time
? Coarse Routing (e.g., Time of Day) routing
? Call Charging (e.g., tele-worker)
Web-portal
?Reduced Time-To-
? Service creation
Market
? Service control


The Alcatel-Lucent MCIS
Genesys ERS
Genesys-VP OmniGenesys Premises-based
OmniTouch CC

8642 FRC + Genesys-VP + Network-based
Genesys-CC

Multimedia Toll-free
and Premium Services

Automated Customer Contact

Agent-based Customer Contact

PBX

Agent
Branches
Agent Agent
Call Center SOHO Teleworker
Office

Any user, Any network (TDM, VoIP, mobile), Any service, Any business model, Any agent


Products in the Alcatel-Lucent MCIS
Genesys Contact Center Suite
Alcatel-Lucent 8642 FRC
Agent selection and control functions
Flexible network routing based on time, date, origin
?Advanced routing engine towards agents
?Self-Management via WEB browser tool
?Call queuing, parking
?Highly flexible routing tree
?Enterprise’s customer information integration
?Basic Automated Call Distribution towards agents
?Outbound services
?WEB800, SMS premium, voice and SMS tele-voting ?Multimedia capabilities
Several charging models: ?Advanced statistic on agent…
?Free for the enterprise’s customer
Genesys Voice Portal
?Paid by the enterprise
VXML Capabilities for :
?Split charging user/enterprise
?Pro-active contact notification
FRC ?Order tracking
CCXML compliancy
Support ASR and TTS vendors via Media
TDM Soft- Genesys
Resource Control Protocol (MRCP)
switch switch suite
NGN/IMS
Superior Integration with Genesys Suite
Customers
@
Alcatel-Lucent MRF/SRP
MRF GVP
Media Resource Function
?Announcements
?DTMF menu, collection of digits
Agents
?Text to speech

MCIS is designed to openly address any Network type
and IMS is the latest trend …

MCIS

SIP

IMS Core

PSTN PLMN @
IP network
@

Agents
Calling
parties

Any user, Any network (TDM, VoIP, mobile), Any service, Any business model, Any agent


Make the Solution more Usable and Repeatable:
Easy to use and customize Web Portal

Provisioning easy packaging for Web-user is in
is made easy use by Enterprises control of application

Define service profile and web-
Reseller access, on-line 800/900 Customize routing rules per service number
user profile, ..
registration…. Statistic, ….


3
E2E Support of the Service Provider with
Alcatel-Lucent Professional Services


1. Analyzing the Customer Business Case for the Service Provider

Objective:
?Determine the business value delivered by the Managed Customer
Interaction Solution from a Service Provider’s perspective
Scenario 3: Introduce Managed Call Centers on top of Managed routing and
Payback period of 1.1 years
charging

The question:
?Current point solution serves about 44,000 freephone and 33,000 premium rate Scenario 3
numbers, and is saturated. Demand growth anticipated 3% p.a. Hosted call centers
exist for 1% of users, with 50% CAGR.
Cash Flow structure
?What is the benefit of introducing Alcatel-Lucent solution to cope with the k Euros Other costs (marketing, tax,..)
growth of demand beyond the capacity of the point solutions in p lace, to
2007 2008 2009 2010 2011 2012
50 000
Network usage and cost of sales
deliver self service capability and hosting CC ? cost
New applications creation cost
Answer:
40 000
CC: service automation cost

?Continuing serving the demand allows avoiding losing customers, reducing churn by 30 000 Operation cost

10% from 4 to 3.6% p.a. for freephone and premium rate and from 15 to 13,5% for Maintenance cost
hosted contact centers 20 000
CAPEX

?Introducing a converged Alcatel-Lucent solution would also allow to deliver 10 000 New applications revenue
advanced services not currently offered to 5% of the user base.
Summary CC: service automation revenue
?Self service an VXML benefit 0
Discount rate 10,00%
Advanced services revenue
Net Present Value (Year 5): 35 328 in k€
adds to the profitability Maximum funding 2 691 in k€
-10 000 Premium Rate revenue
IRR (Year 7): 173,86%
Every euro of funding Time To pos. Cash Flow (Years): 0,6 years
brings 13.1 euro of Freephone revenue
Payback Period (Years): 1,1 years
-20 000
CAPEX recognized: 1,0 years before rev.
extra value cash flow
20 | PresentationTitle| Month2006 All Rights Reserved © Alcatel- Lucent 2006, #####

-30 000

Every € of funding brings
13.1 € of extra value 21 | PresentationTitle| Month2006 All Rights Reserved © Alcatel- Lucent 2006, #####


2. The Market Advantage Program (MAP)
A program that helps our key Service Provider customers launch or grow sales to
THEIR CUSTOMERS.
Sales Force Lead Generation,
Advertising, Collateral Sales Aids
and
Market
Research

Sales
Training,
Seminars,
Webinars

ROI Sales
Tools
Milano Airport


4
Customer References :
- Some Examples of Business Cases


Alcatel-Lucent Customer Interaction References


MCIS Business Case 1:
Tier 1 Service Provider Hosted IP Contact Center Cross three Continents
3000
UK PoP: Media •Forecast seat growth
gateways, outbound 2500 2800

2000
2000
1500

1000
US PoP: Media 1000
500
gateways, outbound India PoP: Genesys, 650

8642 FRC, 5020 CSC 0
2007 2008 2009 2010

Hosted IP Contact Center
Strategic Rationale Target Customers
? Existing contact centres in India looking for
capacity expansion or variable capacity
? higher value services (network
Sell
routing, hosted contact centers) that
? Existing contact centres in India looking for
drive voice minutes
network hosted services like network based
routing etc.
Take advantage of trend towards
?
outsourcing contact centers,
? US/UK multinationals having or wanting to have
particularly to India
contact centres in India
? Smaller green-field CC operators


IP Evolution in Contact Center Environment

NEXT GENERATION
CURRENT CONTACT CENTER
CONTACT CENTER
ENVIRONMENT

Carrier Features

Separate TDM Network

Premise PBXs

Premise ACDs

Proprietary Hardware

Technology Overlap

Legacy Distributed Environment
23

Next Generation IP Enabled Contact Center

24

Communications Architecture: Flexible, Scalable, Redundant
Architecture supports both TDM and IP Contact Center


Service Provider Global Hosted Contact Center Solutions
Flexibility to purchase and integrate with customer systems as required
Global Hosted Contact Center
Solutions are comprised of secure,
scalable & highly reliable network-
hosted services that can power your
global inbound and outbound contact
centers

On-demand, pay-as-you-grow pricing
enables flexibility and cost savings
Key service offerings
? Network Routing

? Network IVR
? On-Demand Call Center
? On-Demand eCenter

? On-Demand Contact Center


Hosted Contact Center Solutions Address Key Global Challenges
Key Drivers
Network Routing
? Reduce wait times with a single, global agent pool
? Customers directed to right agent using sophisticated routing rules
? Virtualization enables efficient use of existing resources – network and personnel

Network IVR
? Deploy sophisticated self service voice portal without capital investment
? Use rules for call treatment and apply dynamically according to caller choices for successful end-to-end
experience
? Integrate self and agent-assisted services for optimal call handling and resolution for customer satisfaction
and revenue generation

On-Demand Call Center
? IP or TDM solution to fit with existing infrastructure
? Single inbound and outbound platform for increased agent productivity
? Support for remote workers/multisite configuration enables workforce flexibility

On-Demand eCenter
? Add multimedia capabilities to enrich the customer interaction experience
? Ensure consistent handling of customer inquiries across channels

On-Demand Contact Center
? Provides benefits of Call Center and eCenter solution on single platform


On-Demand Contact Center with IP enablement lead to great savings
and improvements
Cost reduction: Transport costs, Administrative costs , Application deployment
costs , Premise-based equipment
Productivity enhancements : Distributed multi-site routing, Real-time monitoring and reporting,
Greater redundancy for business continuity/disaster recovery
Customer service improvements: Service consistency, Multiple customer touch points
Globalization of contact centers: Single virtual workforce

Cost-effectively
manage phone calls,
email, and chat
within a single
workflow


T-Com, Germany: Fully integrated contact center

Challenge
? Increased competition and service number
Protect existing
portability, customers seeking alternative revenue / grow
suppliers, substitutes new business
? With 12,000 customer care agents in 54 Adding ‘Web Voice
Greater Portal’ to existing ‘Toll-
locations, including 4,000 line repair agents, operational Enhance
Free’ has enabled
efficiency
the previous premises-based, multi-site +25-30% YoY Mgd CC competitive
revenue growth
•Centralized, hosted position
automatic call distributor (ACD) solution was architecture allows
Voice portal has enabled
too complex to manage. single-queuing =+4%
new, differentiated offers,
agent utilization:
Solution: Managed Services helping protect & build
•Up to €12M yearly market share
Service
savings based on
? Solution built around Alcatel-Lucent IN Provider
16000 CC agents
Benefits
platform and Genesys routing solution
Enterprise Cost control &
? The solution extends toll-free services to offer Improved customer Benefits savings
care
hosted voice self-service and contact center •Automation offloads
Automated touch-tone &
Result agents from routine,
voice platform enables
tasks and queries to
simple, convenient, 24/7
? Increase contact center services revenue by high value interactions
Innovative
customer service
25% (T-Com selling to enterprises) •Service investment
services
expands as business
Multilingual capabilities
? Reduce staffing costs by 12 M€/year by grows
& text-to-speech =
increasing the flexibility of managing the sophisticated
interactions leveraging
overall operation company’s
? Providing same level of control and reporting knowledgebase

as premises equipment, without the operating
hassles


Neuf Cegetel builds a new 800 Services Portfolio for Enterprises

Challenge
? Merger of two companies delivering separately
different 800 services to enterprises
+ =
? Reduce OPEX through merging on a single
application
? Build a new consistent 800 marketing offer
with flexible service creation possibilities
offered to enterprises
Contact
Alcatel Lucent product: FRC FRC
Center
? Single service providing Network based contact
center solution combined with Genesys as well
as toll-free and premium rate services Network Applications
Free-phone, Premium Rate, etc.
? Future proof: SIP Ready, flexible and powerful
Web I/F, etc.
Business value
? Continued loyalty of key corporate customer IP
@
PLMN
PSTN
? Increase customer portfolio with new network
@
innovative services


Thank you
www.alcatel-lucent.com
Service Providers
Preferred Partner


Contact Center Conference Romania May 2004

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