Customer Service Innovation Using SIP

Customer Service innovation using SIPSIP Server & GQM Technical BreakoutJames Skallsjo / IT architect - NordeaJérôme Saint Marc / Solution Architect - Genesys

Our journey to SIP based CC platform SIP Solution QM recording UC Connect

Simple things are: Easy to understand Easy to test Easy to adjust and integrate ReliableSo Break things down to resonable size and work with that4

Challenge (2011) Old Nortel platform (lowest serial numbers in the world) 2026 Avaya/Nortel seats in four countries Decentralized solutions with local IVRs and TServers Varying functionallity and capacity Old recording equipment (EOL NICE recorders) No support for expert workers New recording demands (EU law)5

CC Telephony ProgramCCTP Focus (2011 Nov): Consolidated telephony platform and continued migration. Improve the availabillity for telephony in CC. Voice Recording solution. Business case. Some figures to illustrate the savings. Migrate all nordic Contact Centres to new platform installation. Enable usage the Nordea Free speech IVR platform (GVP) Implement High Availabillity in Genesys CIM platform6

Previous telephony platformPSTNLinkCC FICC NOPABXPSTNRecIVRCC NOCC FIFinlandNorwayMGWMGWCC FICC NOMGWIVR(NP) CCCGWT(TeliaSonera) StockholmGenesysSIPGVPMGWCorePSTNPABXIVRIVRCC DKMGWMGWMGWPSTNCC DKCC DKDenmarkCC SESwedenCC SECC SERecPABXLinkPABXLinkPABXLinkPSTN7

Telephony platform after CCTP (2013)PSTNPSTNGWGWGWGWCC FICC NOCC NOGWCC FICC NOCC FI(NP) CCCGW(TeliaSonera) StockholmHAGWTGWCC DKCC DKGWGWPSTNCC DKRecGenesysSIP Prime SIP BckGVPCC SECC SECC SEGWGWGWPSTN8

Genesys Quality Management suiteGenesys QM Recording for SIPCentralized partsGenesysReplay ServerConfigurationRecording Cluster (national level)GWRecMCP/RMSIPPSTNRecording Cluster (national level)GWSQL ServerRecMCP/RMSIPGenesys Call RecordingFully integrated to Genesys SIP Server, Genesys Call Recording allows you to centrally manage your entiredeployment. The robust enterprise features will help you meet all of your compliance recording needs.Search for calls using parameters such as customer ID, order number, etc.Play back calls using Genesys Advanced Player, which allows you to play the entire customer interaction in one toolUse optional call encryption to protect sensitive recordingsKeep data secure with an audit trail for each and every user actionBenefit from the on demand recording function for your back officeUse robust Media Lifecycle Management tools to synchronize calls from multiple locations into a central Replay9Server and manage retention policies for data interaction based on any defined parameters

Results of our CCT Programme Stockholm up and running on SIP since April (180 seats) Rest of Sweden go live on SIP in September (550 seats) Norway is beeing implemented right now (170 seats) Norway go live mid November Denmark is beeing implemented right now (550 seats) Two sites in Denmark will go live this year Finland and remainder of Denmark will be implemented and go live in Q1-Q22013 (approx 750 agents together)10

UC Connect is good for Occasional routing Expert workers It brings full integration with CC Same statistics as agents Enables advanced overflow scenarios on no answers11

UC Connect for our bankers in DK Private Bankers in Denmark (300 ) will be put on UCConnect clients in October. PBAs sit in 23 different locations in Denmark The existing Lync Clients will be used to login to Genesys PBAs will use existing desktop phones for recieving calls PBAs will get the same reports as our Agents in CC A simple screenpop when customers ring The Bankers will make use of the same powerful routingengine as the CC workers12

Lessons learned Investigate all seats and see if the network is good enough for VoIP Make sure business knows what is coming Test phones with your business Plan infrastructure carefully Order things i good time, infrastructure components tend to take muchlonger to arrive than expected Include Risk assesments and make sure you have a good backup plan Carefully plan the Phones configuration solution. It doesn’t come with thephones (or Genesys)13

Simple things that fit together can produce amazing results14

Genesys Solution focusGQMQualityManagementNews on Genesys Quality ManagementLyncNew SwitchSupportMicrosoft Lync as Contact Center telephony platformWith Lync Enterprise VoiceUCCContact CenterExtensionUpdates on Genesys UC Connect!15

News on Genesys Quality ManagementGQMQualityManagementNews on Genesys Quality ManagementLyncNew SwitchSupportMicrosoft Lync as Contact Center telephony platformWith Lync Enterprise VoiceUCCContact CenterExtensionUpdates on Genesys UC Connect!16

GQMSIP Server (Active Recording)SIP ServerMSR – Media StreamReplicationVoiceGatewaySIPRTPsSIPMedia ServerMirorred ng services nativelycombine with SIP ServerEasy to add options likeScreen Capture, QM &Reporting Servicesin a 2nd phaseIntegration withGenesys Interaction Workspace(Call Recording state & controls)[GQM Release 8.1.49 & IWS 8.1.200 ]18

GQMNow & ThenRelease v8.1.50Geo - Location for distributed architecturesGVP RecordingSupport for Remote/Home AgentsSwitch support – ALU, Siemens, BroadsoftRelease v8.1.51Active Interaction Recording (iWD/Back Office, eMail, Chat)Skills driven recordingNew API developers guideCustom integration to 3rd partydesktop applications (free of charge)Tighter integration to RouterFuture Direction .Full Multi TenancyFurther integration to Genesys CIM20

Microsoft Lync (Enterprise Voice) SupportGQMQualityManagementNews on Genesys Quality ManagementLyncNew SwitchSupportMicrosoft Lync as Contact Center telephony platformWith Lync Enterprise VoiceUCCContact CenterExtensionUpdates on Genesys UC Connect!21

What is Microsoft Lync?LyncLync Server (formerly OCS) is an Enterprise Real-time Communications Server,providing the infrastructure for:Lync client is used for: Instant messaging IM & presence, voice and video calls, Presence desktop sharing & file File transfertransfer, and ad-hoc conferences. Peer-to-peer and multipartyvoice and video calling Desktop & Application sharingAnd PSTN connectivity,with a 3rd party gateway or SIP trunk,through Lync Mediation Server22

Genesys and Microsoft LyncLync What we already supported: UC Connect – Contact Center Extension – Experts & Branches Integration Presence integration via Genesys UC Connector Instant Messaging from Contact Center Agents to Experts & Knowledge Workers Business Context on preview & interaction web screen-pop (Lync integrated) What’s New? Support for Microsoft Lync with Enterprise VoiceServing as the telephony platform for Genesys based Contact Center! Genesys announced SIP Server integration with Microsoft Lync Voice in June 2012. Integration has been certified by TekVizion labs to the Microsoft Lync Contact CenterInteroperability Specification. Announced on Microsoft TechNet as a Certified Contact Center Application23

How do we integrate with Lync platform?Lync1) SIP Server – Voice via Lync Mediation Server2) UC Connector - Presence integration (server side)- On Hook/Off Hook, Busy, Out of Service/Back In Service3) Plug-In for Windows Lync clientTo answer and to initiate Enterprise Voice callsthrough Genesys Interaction Workspace24

LyncHow does that work? Interaction pop-upwindow with casedata and actionsCustomer initiates a callto the Contact Center 3rd Party CallControl on LyncEnterprise Voice callSIP signaling bridgedvia SIP ServerQueuing the callWith Skill & Agentbased routingInteraction Workspace toolbarCan be expanded or minimizedWhen Agent is identified, call istransferred via Mediation ServerCaller is connected to Media Serverfor Qualification & MusicInteraction toast withCustomer’scall is tocasedata and abilityconnectedto theAccept/RejectWindows Lync client25

LyncWhat can we provide & support with Lync?GQM Inbound SIP (Voice) Advanced Routing (Skills, Agents, Statistics, Business Rules, Context Services) Agent’s call control (Make Call, Hold/Retrieve, Transfer, Consult, Conference, ) Call Supervision (silent, whisper, barge-in)And UC ConnectContact Center ExtensionLeveraging Microsoft Lync Outbound Voice & Proactive Contact For Callback/Surveys/Marketing/Collections/ . Genesys Voice Platform For Self & Assisted Service (VXML, TTS, ASR, )For Experts & Branches integration Genesys Quality Management Call recording for Compliancy and Performance Management Operational Reporting & Insights Real-Time & Historical Along with: eServices, iWD, Workforce Management, Social & Mobile Engagement,, 26

LyncGenesys with Microsoft Lync Voice Is officially certified and supported by both parties - Microsoft andGenesys Fully integrates with all the Genesys portfolio (iWD, eServices, GQM,WFM, .) Can be part of an heterogeneous voice environment (multi-sitesupport for PBX with CTI, SIP & Lync)RoadmapDetailsDateFeatures2013 Support for two-way presence propagation (adding Genesys to Lync mapping)Support for “any” agent desktop clientSupport for Routing Video CallsSupport for 1PCC - using Lync Client for call control (hold/transfer/conference)Full Support for Standalone Phones like Polycom CX500/600/700Lync Contact List displayed in Interaction Workspace27

Updates on UC ConnectGQMQualityManagementNews on Genesys Quality ManagementLyncNew SwitchSupportMicrosoft Lync as Contact Center telephony platformWith Lync Enterprise VoiceUCCContact CenterExtensionUpdates on Genesys UC Connect!28

UC Connect for the Knowledge WorkerUCCBusinessContextEnsureavailabilitySingle point of Presence for allKnowledgeCombined with agent capacity,businessworker seesdetermine statusapplicationscontextfor routingandZerofootprintonreportingand clicks onKnowledge Workers’ desktop“Accept”Telephone rings,and pop-up addscall controlcommandsAvailable in Stand Alone or as aContact Center ExtensionReporting Ready32

UCCUC Connect – Current & Future UC Connect is also available with: IBM Lotus Sametime 8.5, Microsoft OCS 2007 & Microsoft Lync And as Stand Alone Web client! With Microsoft Lync, UC Connect can also work with Enterprise Voice Knowledge Workers & Experts can use Lync client as phone and toolbar.RoadmapIBM Lotus SameTime 8.5MicrosoftOCS 2007 & LyncWebStand AloneInteraction preview reporting eventsQ3-2012Q3-2012Q3-2012Explicit login / logoutQ3-2012Q3-2012Q3-2012iWD integrationQ1-2013Q1-2013Q1-2013Launch interaction from KW desktopQ1-2013Q1-2013Q1-2013Active-active HA modeQ1-2013Q1-2013Q1-201333

SIP demos @ G-Force pavilionGenesys UC Connect & Lync Integration Genesys One Genesys Inbound Voice, SIP Server, SIP Voicemail, & GVP Genesys Workforce Optimization: Genesys Quality Management Genesys 360' Dynamic Customer Engagement & Conversation ManagerUpdate Call August 2012 34

Questions?35

Where to find more about SIP & GQMDemo boothWeb site 36

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What’s New? Support for Microsoft Lync with Enterprise Voice Serving as the telephony platform for Genesys based Contact Center! Genesys announced SIP Server integration with Microsoft Lync Voice in June 2012. Integration has been certified by TekVizion labs to the Microsoft Lync Contact Center Interoperability Specification.