CCOD Why and How

Milano 15th June, 2004

Iraj REZAIAN
Regional VP, Southern Europe

Why CCOD?

Types of Contact Centers

Premise-Based

Outsourced

On-Demand

Outsourcers can also subscribe

to on-demand services.

Everything In-House
Agents
Technology
Maintenance
Complex CTI
Costly to maintain
Hard to balance calls

among multiple sites

Outsource Everything
You Manage Nothing

(not even the agents)

Hosted Contact Center

You Manage the Agents
NSP Manages the Rest
Easy Integration to Your

Limited Integration to Your

CRM
* Outsourcers can also subscribe to on-demand services.

CRM

Benefits to End User

Capital Expenditure Avoidance
Focus on Core Business
Not Managing Technology

Lower Risk Migration Path to Multi-Channel Contact

Center
Capacity Management
Pay for Actual, not Peak Usage

Multi-Site Contact Centers / Home Workers

CCOD is Inherently Location Independent

Cost Effective Access for Smaller Businesses to Large

Enterprise Technology
Ideal Technology for Informal Contact Center

CosmoCom CCOD
Leadership Highlights
First company to develop a multi-tenant multi-channel hosted contact
center platform
CosmoCom technology was used in the first live system deployed by a
telco
Largest installed base of systems used by NSPs to provide CCOD
Only specialist in Contact Center On-Demand platforms

Telco grade product

Standard and open H/W, S/W, protocols, interfaces
Global organization
Four tier support organization
CosmoVantage Market Success Program (Industry first)

Utility pricing
Pay-as-you-go pricing available to our service providers

Service Provider Customers

Offering Contact Center On-Demand Services
Network Service Providers

Other Service Providers

Marketing Partner

Production Platforms
CCOD Services Offered Worldwide by Service Providers
BT Contact Central OnDemand - CosmoCom + Siebel OD, CIRM On-Demand,
available worldwide
BT Global Services MCC available in Europe, NA, Asia
The
Bezeq service available in Israel
Cable & Wireless service available in UK & Caribbean
Leader
Chunghwa Telecom service available in Taiwan
Deutsche Telekom FreeCall Online available in Germany
ePLDT service available in Philippines & SE Asia
EagleACD service available in North America, India
France Telecom Contact Multicanal available France, N Africa
Globecomm CCOD for business continuity available in US
Korean Telecom Contact+ available in Korea
NTT-C service available in Japan and other Asian countries
Japan Telecom service available in Japan
Probil service available in Turkey, Germany
TeliaSonera - @Service available in Finland

CosmoCom Multi-Tenant CCOD Platform Worldwide Share 80%

How CCOD?

CCOD Architecture Requirements

ACD
Scalability
Resiliency
Secure Tenant
Partitions
Resources shared
by all tenants
Tenant SelfAdministration
Centralized
Administration
No premises
equipment
SP has Remote
Management &
Monitoring
Works with IP
and Circuit
Networks

IVR

CTI
Server

Predictive
Dialer

E-Mail
Management
System

Live
Internet
Callers

MultiChannel
Recording

Reports

System Architecture - Hosted

Design Principles
All software design
Multi-tenancy throughout
Multi-server approach for availability and
scalability
No single point of failure

Cost-effective, off-the-shelf hardware

Any system software can run on any hardware module

Switchless architecture
Switching inherent in IP

CRM Integration
Basic
Screen pop on call arrival
All contact types: phone, email, web, PD

One click outdial from CRM contacts

CRM-IVR integration
e.g., VIP, value-based routing

Advanced
Single point of admin for CIM & CRM
Integrated statistics and historical reports
Unified caller interaction history
Recording, email, chat, self-help, ...

Contact Center in-a-Box

IT Managers Fed-up With Too Many Boxes
All Technologies Naturally Evolve to Pre-Integration & Unification of Earlier
Components
First Step: Combine All CIM Functions Into One Product
Multi-channel ACD, IVR, PD, recording, reporting
e.g., CosmoCall Universe

Second Step: Combine CIM with CRM

Customer Interaction end Relationship Management (CIRM)
e.g., BT Contact Central

CIRM Example: BT Contact Central

Contact Central includes CosmoCom CIM (ACD, IVR
& PD), plus Siebel CRM, plus recording & WFM

Open, Standards-based
Technology Allowed
Easy Creation of Pocket
Contact Central

Thin Client Agent Integrated

with Siebel OnDemand

CosmoConnector
Microsoft Contact Center Framework

Other CosmoConnector Plug-Ins

Seamless Agent Desktop

CosmoCom
controlled by
custom
Siebel
buttons

Seamless Admin GUI

Single point of admin

for agent creation,
strategy definition,

Single point for IVR and

call flow design

CosmoCorder
Multimedia Recording & Reviewing Suite

- Browser-based Reviewing
Tools for Anywhere Access
- Standard DBs for Easy
Integration / Customization

Manage CCOD

Platform Management
Tools and procedures needed

Initial deployment
Adding tenants
Managing the platform
Managing the tenants
Upgrading the platform (zero downtime)
Migrating the tenants (gracefully)

Experience experience experience

Tenant Self-Administration
Browser-based GUIs allow remote
administration of Virtual Call Center
Moves, adds, changes
IVR design
ACD routing rules
Dialing plan rules
Customizable multi-level admin permission
levels
Updates applied in real time and propagated
system-wide
Secure tenant partitions
MS Security Model
Active Directory

SP also able to perform on behalf

of tenant (e.g., for a fee)

System Management (by Service Provider)

SNMP Traps & Monitoring

CosmoCom provides monitoring & alarming tool

Published MIB enables Third party monitor (e.g., OpenView)
Monitoring service provided by CosmoCom to some SPs

Diagnostic Tools

Configurable Event Loggers

Network Protocol Decoders (EtherReal Plug-in)
RTP Decoder & Voice Analyzer
Integration with Windows Performance Monitor & System Counters

Capacity Management

Call Throttling with SNMP Alarming

O/S Disk Management with SNMP Alarming

Audit Trail

CosmoAdmin changes
CosmoDesigner script uploads
CosmoConsole access

Call Detail Records

All contact types, cradle to grave

Output format flexibility

License Management

Monitoring & Reporting

Enforcement
SP Level & Tenant Level Tools

A Carrier-Class Platform
High Capacity, Scalability & Availability

Carrier Grade, Cost-Effective Platform

120,000 Agents Per Single System Image
Software-Based Design Enables Smooth Scaling
Five 9s Prescriptive Architecture Has No Single Point of Failure

Comprehensive Multi-Tenancy
Resource Sharing; Secure Tenant Partitions
Tenant Self-Administration and Centralized Administration
Remote Management and Monitoring

Extensive Multi-Language Support

Double-Byte Inherent in System
Support for Multi-Lingual Agents, Centers

Easy To Integrate
More Integration Points Than Legacy Technology
Enables Seamless CIRM and CIRM-OD

Backed by a Carrier-Class Company

Four Tier, 7x24 Software Assurance Program
SupportNet Support Extranet
CosmoVantage Market Success Program

The
Leader

Thank You