Download Scalable IP Contact Center Solution

offered by NTT COMWARE
Scalable IP
Contact Center Solution
■Open and scalable (from several hundred to up to 10,000 seats, 500 tenants)
platform centered on Softswitch ■Powerful support of strategic corporate activities,
integrating customer and company resources, business intelligence, analysis, and
planning through universal queue ■Reduction of operating costs through merging of
networks with all IP and technologies such as IVR and voice portals
As the business environment changes through the spread of broadband communications and the penetration of CRM, the
environment surrounding contact centers is also rapidly changing. As shown in the growth of the contact center outsourcing business,
needs for larger scale and more sophisticated contact centers are more and more increasing. NTT COMWARE's scalable IP contact
center solutions, which represent optimum contact center platforms for telecommunication carriers and contact center business
operators, aim for CS improvement and cost reduction as a matter of course, as well as support for the next generation contact center.
Overall configuration of solution
SS70
CTI server
C/
(Genesys)
Softswitch
IP telephone
Common Channel
Signaling Network
xDSL/FTTH, etc.
Home agent
NNI connection
Media Server
（MS-IP）
IP network
Media Gateway
PSTN
Media Gateway
(public switched
telephone network)
Secondary
UNI connection
IP phone
contact center
IP connection
CRM
Internet
ADSL/FTTH
network
IP network
POTS
Primary
WEB,
IP phone
PC
IP phone
contact center
e-mail,
chat
Customer
This solution realizes next-generation contact centers.
■Future support
Large scale (up to 10,000 seats) support / All IP access from IP phone users via xDSL and FTTH / Carriers can
provide contact center functions through NNI connection / Adoption of de facto standard protocol (SIP) for IP
telephone service / Realization of office CTI linked with office IP telephone possible
■CS improvement
Quick provision of information demanded by customers / Support for all kinds of contact methods / Realization of
consistent approach for customers / Support on a priority basis of VIPs that bring profits to companies / Prompt
support of customer needs and complaints / Easy linking with CRM and ERP through provision of adapters / Rich
variety of reporting functions contributes to corporate strategy
■Cost reduction
Efficient operation enabled through pre-routing / Continuous maintenance of quality of customer support, making
it possible to reduce payroll, communication costs, and maintenance costs / Regional and home operator activities
independent of location / Possibility of implementing global virtual contact center / Decrease in operation costs
through introduction of IVR, voice portals, etc. / Space saving compared to PBX for use of general-purpose servers
offered by NTT COMWARE
Scalable IP
Contact Center Solution
Main features
Ideal for carriers and contact center operators
Flexible expansion of seats in accordance with actual needs is possible through scalability that allows implementation of a contact center
with a capacity of 10,000 seats. Moreover, high availability and high voice quality that satisfy business operation are realized at low cost
through linking with OSS, congestion control, and billing systems.
Realization of consistent approach
Various types of channels, including telephone, IP telephone, e-mail, web, and fax, can be uniformly managed. Furthermore, easy and
low-cost linking to customer information and in-company applications can be achieved using Software for connecting with the
products of the leading CRM/ERP vendors. CS improvement is being achieved while maintaining customer service quality based
on the two above characteristics.
Reduction of costs through self-service
The number of items handled per operator can be reduced through the use of IVR and voice portals. Considerable cost reductions,
including payroll, can thus be achieved, and operators can run effective and economical contact centers as a result.
Easy support for new functions and new services
Calls from IP telephone users are also easily supported. Since linking to other devices via IP and linking to new applications via SIP, which is
the VoIP standard protocol, are easily realized, new functions and new services for next generation communications are easily supported.
Components
Components
Specifications
Softswitch (SS70C)
Controls Media Server, Media Gateway, IP telephone, etc.
Media Gateway
Performs "voice ⇔ IP" packet conversion function and connection of the PSTN to the IP network.
CTI server
Internet Protocol Contact Center (ERS) from GENESYS (USA). Performs centralized management of calls
from various media and realizes sophisticated routing based on agent skills.
Media Server（ MS-IP ）
Provides functions such as IVR, announcement transmission, three-way calling, and monitoring.
IP phone
Provides LAN interface as well as "voice ⇔ IP" packet conversion function. Installed for each operator.
Product specifications
Item
Specifications
Processing performance
ACD processing time: 0.25 to 0.5 s, call processing performance: 100,000 BHCA or more
Capacity
Contact center capacity: Approx. 10,000 seats
Call control protocol
SIP
Redundant configuration
ACD block: Redundant duplex system simultaneous operation (uninterrupted)
Agent control block: Duplex configuration using the clustering software (Recovery time: within 1 minute)
Recommended platform (server)
Sun server series, Solaris™,Oracle®
Scalable IP contact center solution is a
product linked with ERS of GENESYS (USA).
This solution's CTI servers are ERS(Enterprise routing Solution ) from GENESYS (USA).
They perform agent skill management and efficiently control incoming calls from various media.
※NEXIPT is a trademark of NTT COMWARE CORPORATION. ※Solaris is a registered trademark of Sun Microsystems, Inc. in the US and other countries.
※Oracle is a registered trademark of Oracle Corporation in Redwood City, California, USA.
※The listed product names and company names are the registered trademarks or trademarks of their respective companies.
※The listed products and service contents are subject to change without notice.
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Printed in Japan. 2002.9