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PakNetX What is an Internet ACD
PakNetX What is an Internet ACD
Outline
Outline
VON Today - a Perspective
VON Today - a Perspective
The Future of VON is MON
The Future of VON is MON
The Internet for Customer Contact
The Internet for Customer Contact
What Does a POTS ACD do
What Does a POTS ACD do
What More Must and Internet ACD do
What More Must and Internet ACD do
“Call Around”- very limited
“Call Around”- very limited
Introducing PNX™ ACD
Introducing PNX™ ACD
Switched- Full ACD Function
Switched- Full ACD Function
PNX™ ACD - Standalone Configuration
PNX™ ACD - Standalone Configuration
PNX™ ACD Features
PNX™ ACD Features
Call Center Vendors
Call Center Vendors
Future Directions
Future Directions
Summary:
Summary:

Презентация на тему: «PakNetX What is an Internet ACD». Автор: Bruce Allen. Файл: «PakNetX What is an Internet ACD.ppt». Размер zip-архива: 156 КБ.

PakNetX What is an Internet ACD

содержание презентации «PakNetX What is an Internet ACD.ppt»
СлайдТекст
1 PakNetX What is an Internet ACD

PakNetX What is an Internet ACD

Spring 98 VON Conference Bruce Allen, President and CEO PakNetX Corporation www.PakNetX.com

2 Outline

Outline

VON perspective The POTS ACD The Internet ACD A solution for the long term

3 VON Today - a Perspective

VON Today - a Perspective

This is the year of the Gateway (POTS - IP) Voice (only) on the net is just cheap long distance Wake up call for legacy telecom network Short term arbitrage opportunity Most VON phones and gateways are proprietary Cannot interoperate with other brands Limited to audio only

4 The Future of VON is MON

The Future of VON is MON

Phones and gateways will interoperate H.323/T.120 protocol standards The real value of Internet for telephony is in multimedia phone calls Hard to do video and data collaboration over phone network-- needs rigid ISDN MM Internet Telephony is inexpensive and available VON becomes MON (Media calls On the Net)

5 The Internet for Customer Contact

The Internet for Customer Contact

Web browsing is Man to machine, like a rich media Interactive Voice Response (IVR) Certain applications require immediate person-to-person communication New, MON products make person-to-person phone calls rich in media like the Web Today, voice call centers use an Automatic Call Distributor (ACD) to manage incoming calls

6 What Does a POTS ACD do

What Does a POTS ACD do

Matches customer needs to agent capability and availability Performs call routing Queues/ switches (distributes) call to agent Caller dials lead number ACD hides agent extension numbers from caller Provides agent features (hold, transfer, conference) Provides supervisor features (monitor/ barge-in) Provides music on hold or IVR Provides agent usage statistics to Supervisor Uses a single caller phone line

7 What More Must and Internet ACD do

What More Must and Internet ACD do

Internet security- H.323/T.120 firewall Act as directory service Hide and re-map agent’s IP addresses Accept Web initiated “Call Me” requests Accept direct Internet phone calls

8 “Call Around”- very limited

“Call Around”- very limited

“Call Around” Controller

Only “click to call Me” No direct phone call No security or firewall No directory or mapping No transfer or hold No conference, barge in No call tracking No media on hold or IMR

Customer

Control Data

Agent

Agent

9 Introducing PNX™ ACD

Introducing PNX™ ACD

“The only ACD for your Internet Call Center”

First Internet ACD to manage audio, video, and data as a traditional phone call Provides MON functionality PakNetX PNX™ ACD is a software solution Meets long term Internet needs

10 Switched- Full ACD Function

Switched- Full ACD Function

PNX™ ACD

Allows “click to call Me” and direct phone calls All agent and Supervisor features Full LAN security Processes and filters TCP/IP, H.323, T.120

Provides all voice ACD functions and adds MON

Customer

Control and Data

Agent

Agent

Supervisor

11 PNX™ ACD - Standalone Configuration

PNX™ ACD - Standalone Configuration

PNX™ ACD

Customer

Web Server (Optional)

Control Data

Agent

Agent

Supervisor

12 PNX™ ACD Features

PNX™ ACD Features

Switch architecture, not bypass or call back All data streams and protocols switched and processed Performs call processing Functions as a standalone ACD, provides traditional ACD features Enables integration with existing call center components Integrated H.323/ T.120 firewall proxy Standards-based H.323 IP phone support (E.G. NetMeeting, Intel IBVC) Audio, data, video capable Data includes white board, application sharing, browser sharing, FTP, chat H.323 IP phone or browser initiated calls Agents are exclusively IP connected, location independence

13 Call Center Vendors

Call Center Vendors

PakNetX

Aspect, Lucent, NorTel, Rockwell, Siemens, etc. “UnPBXes”

Yes

“Click to Call Me” vendors: Bypass Call Around Call Through POTS gateway vendors

No

Audio (TDM) Call Processing and Switching

Internet (Packet) Call Processing and switching

14 Future Directions

Future Directions

Adoption/ use of Internet’s rich media continues Telephony traffic migrates towards IP People will still require human contact Market direction mandates PNX™ ACD solution

PakNetX delivers PNX™ ACD today

15 Summary:

Summary:

PNX™ ACD : The industry’s first Internet call center technology to handle audio, video and data as one contact, offering a new level of personalized, interactive customer service over the web.

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