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IP CONTACT CENTER - IP CALL CENTER TECHNOLOGY
TRAINING COURSE / SEMINAR

 
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Course 150
IP Call Center Technology
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Understanding IP Contact Center Technology covers virtually all aspects of IP in the call center with a complete, unbiased picture and a thorough understanding of IP contact center technologies, benefits, issues, options for solutions, migration and integration strategies and vendor offerings, complete with practical templates and checklists you can put to immediate use. 
Impossible to find in one place anywhere else, this incredibly comprehensive and up-to-date course will save you hundreds of hours trying to research these topics yourself.
Increase efficiency and help ensure you make the right choices
This investment will be repaid many times over, eliminating frustration at buzzword-filled meetings and increasing your efficiency, and helping to ensure you make the right choices. Numerous detailed checklists and templates will ensure you're not missing any critical items… or alternatives vendors might “forget” to mention. Understanding IP Contact Center Technology is essential for going forward in the contact center business.
Get this career-enhancing knowledge today!
Key Course Features
Get Up to Speed on IP in the Contact Center
What a multimedia IP contact center is
New features and services that can be supported
The components that are used
Why you want to do it
How to apply it in your organization
Build on a Solid Base
VoIP and IP telephony overview - filling the gaps
Review of classic call centre technology
IP-Based Technologies and Capabilities
IP Contact Centers: components and operation
Universal queues and multimedia skills-based routing
Remote agents
Distributed IVRs, CTI-less application integration
Cross-channel transaction tracking
IP call monitoring
Mainstream Practical Choices and Solutions
Premise-based solutions
Hosted solutions and architecture choices
Provable benefits, cost savings and advantages
Business Case examples
Implementation, Vendors and Project Management
Learn the top 10 technology-oriented actions that should be taken to ensure success
Infrastructure upgrade requirements
Voice quality, security threats and special analysis and troubleshooting requirements
Vendor reviews
Formulating an RFP – and dealing with vendors
   who should attend   •   prerequisites   •   your course materials   •   course director
Six More Reasons to Take This Course
370-page student manual with essential tips, checklists and templates you can put to immediate use
Totally up-to-date and bringing together all of this information, impossible to find in one place anywhere else
150 questions that need to be asked of vendors
40-point checklist of advantages of a hosted solution
Vendor directory
Detailed glossary
Detailed template for generating a Request For Proposal.
Unbiased, complete information from an expert in the field
Vendor-independent knowledge that can be applied to any related project or system.
Gain the broad understanding necessary to make the right choices for your situation.
We've done the research for you!
Learn the details of 20 advantages of using IP technology
Get a list of 50 real opportunities for cost savings
Compare the offerings of 15 vendors
Review numerous practical, proven solutions for small, medium, large, and widely-dispersed businesses.
Technically-qualified professional instructors
Our instructors hold Bachelor of Engineering degrees or equivalent and have decades of experience working in the field. They consistently receive the highest ratings across the board and written praise on student evaluations.
Certification included
You will receive a certificate attesting to your IP Contact Center Technology knowledge suitable for framing.
Value pricing
This comprehensive two-day course is value priced at $995. Compare to $1499 for lower quality elsewhere.
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Our Goal
Our goal is to bust the buzzwords, demystify jargon, understand technologies and mainstream solutions and - most importantly - the ideas underlying all of this, and how it all works together... knowledge you can't get on the job, talking to vendors or reading trade magazines.
How You Will Benefit
You'll gain a long-lasting, solid base of unbiased career-enhancing knowledge you can build on, an investment sure to be repaid many times over, increasing your confidence and productivity and eliminating jargon- and buzzword-related frustration.
Plus, you will receive a high-quality 370-page workbook – a valuable reference packed with detailed notes, diagrams, checklists and templates you can put to immediate use, as well as a certificate attesting to your IP contact center knowledge skills.
Join us today to gain these career-enhancing knowledge skills!
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Course Outline

PART 1: ESTABLISHING A BASE

The first part of this course introduces the broad concepts and strategic goals of IP in the contact center, and reviews existing call center technologies and supporting technologies for IP contact centers like VoIP and SIP to establish a base of knowledge you can build on.

1. The shift toward IP

We will begin with a summary of the major themes: call centers are complex environments, legacy techniques have shortcomings, there are real benefits to implementing IP-based systems, and there are many pitfalls to avoid. This section describes the broad reasons why the industry is shifting toward IP, the “killer apps” for this technology, when to apply them and the major implementation issues.

A. Business Links to the Call Center

1. Business Applications

2. Requirements of a Call Center

3. Customer Transaction Life Cycles

4. Front Office/Back Office Functions

B. Problems with Legacy Call Centers

1. Location Specific

2. Restrain Multimodal Communications

3. Limit Self Service Options

4. Limit Interoperability

C. The Open Architecture

1. Standards Based vs. Proprietary Interface

2. The Killer Apps

3. Multimedia Contact Channels

4. Issues, Costs, and Timing

D. Drivers for Implementation

1. Greenfields – New Installations

2. Reduce Operating Costs

3. Increase Customer Contact Options

4. Prepare for New Features and Capabilities

2. Supporting technology overview: VoIP

A good review of the basic technologies that will be used to support IP call centers is provided so that you can fill in gaps and/or get up to speed in critical areas. You will learn how VoIP works, how IP calls are set up using SIP and the duties of communication servers and gateways.

A. Voice over IP

1. Packetizing Voice

2. Media Gateways

3. Softswitches

4. IP Addressing and Routing

B. VOIP Network Services and Providers

C. IP Telephony

1. IP End Devices and Terminals

2. Communications Servers and IP PBXs

3. SIP Signaling

4. Proxy Servers

5. IP Centrex Services


3. Classic call center technology

This section will provide you with a solid understanding of how current technology used in “legacy” call centers functions to better understand the differences of IP-based systems. You will learn how an ACD routes calls, how an IVR processes caller information and interacts with the CTI server, and how the CTI server extracts customer records from databases and delivers them to an agent via screen-pops.

A. Types of Call Centers

1. Inbound

2. Outbound

3. Blended

B. Automatic Call Distribution Switch

1. Major Functions of the ACD

2. Anatomy of a Call Flow

3. Service Level Metrics

4. Call Routing Methods

C. Computer Telephony Integration

1. CTI Server Components and Messages

2. Delivering Screen Pops

3. Interactive Voice Response Unit Flows

4. Enhanced Skills-Based Routing

D. Multi-site Operations

1. Distributed Call Center Silos

2. Carrier Call Routing Options

3. On-site Call Routing Options

E. Management Reporting

1. Real Time Administration

2. Performance Management Reports

3. System Management Reports

 

PART 2: WHAT, HOW AND WHY

With a solid technical background in place, we now tackle the main ingredients of the IP call center. You’ll understand the media choices for customer communications: voice, e-mail, web-chat, web collaboration, click-to-talk – and how these are handled in a modern, multimedia contact center.

4. IP contact center components

In this section, you will learn about the new components and functions being introduced into the contact center, and the duties that the agents’ IP phones and desktop applications perform in this environment. You’ll understand how new IP-based functions both improve and complicate center operations.

A. Call Control and Media Servers

B. Multimedia Applications and Channels

1. Voice Mail and Call Back

2. Web Chat and E-Mail

3. Click-to-Talk, Click-to-Video

4. Web Collaboration and Co-Browsing

C. Contact Center Subsystems

1. IP Call Recording and Monitoring

2. New Complexities for Workforce Management

3. Cross Channel Transaction Tracking

4. Web-Based Standards for the IVR

5. IP IVR – Local, WAN-based, and Distributed

D. ACD Software Functions

1. Basic Call Routing

2. Multimedia Skills Based Routing

3. Universal Queue

4. Out-dialing

E. System Integration

1. Data-Support Programming – Web Services, XML, SOAP

2. Voice-Support Programming – VXML, CCXML

3. Common Application Programming Interfaces

4. Software Development Kits

F. IP Phones

1. Components and Software

2. Protocol Support

3. IP Features

4. Display Options

5. Specialized Contact Center Applications

6. Feature Keys

G. Desktop Applications

1. Softphones

2. Fat Client vs. Half Client

3. Agent Functions and Features

4. Supervisor Functions and Features

5. IP Phone Integration

5. Premise-based solutions

This section describes the hardware, software, architectures, and techniques that are available for you to build small, medium and large contact centers. Options and example system layouts for each category are detailed including remote agents, virtual contact centers, universal queues, and multimedia skills-based routing.

A. Pure IP Solutions for Medium and Small Businesses

1. Typical Features and Options

2. Contact Center in a Box

3. Remote Extensions

4. Example Layout

B. Pure IP Solutions for Large Enterprises

1. Network Based Application Servers

2. Virtual Contact Center

3. CTI-Less Operations

4. Internet Connected Agents

5. Redundancy Options

6. Example Layout

C. IP Enabled and Hybrid Solutions

1. Advantages and Disadvantages

2. ACD/PBX Enhancements

3. Seamless Enterprise Hybrid

4. Example Layout

D. Multi-site Solutions

1. IP Trunking and On-Net Calling

2. Centralized vs. Distributed Control

3. Centralized vs. Distributed Gateways

4. Unified Queuing

5. Example Layout


6. Hosted Solutions

You will learn in this section how hosted contact center providers, using IP-based technologies, can offer many variations of leasing or outsourcing, strategies that must be considered by almost every organization. You’ll understand the many forms of hosted services available, a checklist of 40 advantages over premise-based solutions and the many pitfalls that should be avoided when choosing these options.

A. Hosting Options

1. Contact Center Services

2. Multi-tenant Architecture

3. Network Services

4. Application Services

5. Outsourcing and Home Sourcing

B. Advantages over Premise-Based

1. Responsibility

2. Flexibility

3. Expandability and Reach

4. Cash Flow

C. Service Provider Marketplace

1. Telecommunications Carriers

2. Hardware and Software Companies

3. Specialized Application Providers

D. Selecting a Hosted Solution

1. Capabilities of Provider

2. Security and Reliability Guarantees

3. Management Support

4. Hidden Costs – Pricing Models

7. Benefits of an IP contact center

The industry hype promoting the advantages and savings of IP contact centers makes it difficult to understand what is true or not. In this section, we cut through the hype and define 20 real benefits and describe under what circumstances they can be achieved. We will list 50 real opportunities for hard dollar savings separately so they are not confused with softer, long term benefits and make a link to strategic call center goals.

A. Reduced Complexity in Deployment and Maintenance

1. Standards Based Open Systems

2. Integrated Functionality

3. Faster and Less Costly Upgrade

B. Location Flexibility

1. Systems Separate From Agents

2. Flexible Agents – Home Shoring and Overflow

3. Linking Specialists and Idle Workers

4. Outsource Some or All of the People and Systems

C. Universal Queue

1. Consolidate Multiple Center Sites

2. Reduce Abandon Call Rate and Average Speed of Answer

3. Increase Agent and Trunk Utilization

D. Single network Deployment and Maintenance

1. Simplify Network Hierarchy

2. Reduce the Physical Number of Elements

3. Centralize Management, Monitoring and Reporting

4. Facilitate Business Continuity Planning

E. Unite Business Processes

1. Broaden Choice of Contact Mode for Customers

2. Support Multimodal Mobile Phones

3. Establish One Set of Rules Across Business Applications

4. Monitor and Report Across All Aspects of a Transaction

5. Collect Customer Data Across All Sites and Call Modes

F. Opportunities For Cost Reduction

1. Reduced Telecommunications Costs

2. Consolidate Infrastructure and Staff

3. Lower Cost Per Seat

4. Improve Self Service Options

G. Establish Long Term Strategy

1. Increase Productivity

2. Decompose System into Smaller Parts

3. Rapidly Follow Business Opportunities

4. Build Scalable Adaptive Systems

 

PART 3: GETTING READY TO BUILD

In the third part of the course, we turn to the practical, addressing what upgrades you’re likely to need to existing infrastructure, and how to go about selecting a solution to fit your needs and dealing with vendors. Included in the Appendix is a template for a Request for Proposal with over 800 line items plus a vendor directory and glossary that you can put to immediate use.

8. Infrastructure upgrade requirements

The benefits and cost saving potential of IP contact center technologies must be tempered by the complexity and expense of building and maintaining such systems. Here, you will learn the top ten technology-oriented actions that should be undertaken to ensure that the systems and networks function successfully and what upgrades are most likely needed.

A. Problems and Concerns

1. Security

2. Upgrade Costs

3. Timing

4. Regulations

5. Skills Gap

B. Assess Existing Network Capabilities

1. Voice Quality Factors

2. Capacity

3. Impact of Voice on the Data Network

C. Network Upgrade Requirements

1. Switches and Routers

2. Data Protocol Modifications

3. Power to Network Devices

D. Reliability and Stability

1. Fault Tolerant Architecture

2. Redundancy Options

3. Distributed Call Control Options

E. Network and Computer Security

1. Twenty Risks and Vulnerabilities

2. Ten Network Protection Optimization Steps

3. Three-Tier Secure Framework

4. IP Call Center-Specific Features

5. Managing the Remote and Outsourced Machines

F. Network Management and Troubleshooting

1. Integrating the Data Network Tools

2. Measuring Voice Quality

3. Auditing the Network

4. Monitoring VOIP Activity


9. Formulating a request for proposal – AND DEALING WITH VENDORS

The next step is finding the best solution to fit your needs. In this section, you will learn how to do it the “right way” with a solid procurement process: how to develop and issue an RFP and dealing with vendors’ responses. We’ll give you a list of over 150 questions vendors should asked; for example, when a virtual contact center spans multiple time zones, are licenses based upon total aggregate seats available or actual concurrent seats occupied? The appendix contains a template for the RFP with over 800 line items that you can put to immediate use.

A. Executive Summary

1. Type of Company and Customers

2. Current Situation

3. Long Term Plan

4. Financial Considerations

B. System Architecture

1. Structure: Single vs. Multi-site

2. Remote Extensions

3. Trunking

4. Sever and Network Equipment

5. Reliability and Availability

6. Security

C. Voice Requirements

1. Subsystems

2. Maximum Seats, Groups and Queues

3. Call Routing and Handling

4. Outdial and Call Blending

D. Multimedia Handling

1. Types of Contacts Supported

2. Universal Queue

3. Cross Channel Tracking

4. Self Service Capabilities

E. Integrations

1. Supported Standards

2. Switch Vendors and Protocols

3. IVR and XML/VXML Support

4. CRM Vendors and Data Bases

5. Time Frame for Integrations

F. Desktop and Phone

1. Proprietary Features and Protocols

2. Agent and Supervisor Phones

3. Desktop Applications

4. Productivity Features

G. Hosted Service Providers

1. Architecture Implementation

2. Core Functionality and Capacity

3. Integration Capability and Experience

4. Data Security and Isolation

5. Customer Requirements and Limitations

H. Operations and Management

1. Administration and Supervision

2. Call Monitoring

3. Performance Reporting

4. Training, Collaboration and Conferencing

5. On-going Testing


10. Selected vendor reviews

To better select the correct solution, it is essential to understand the approaches of different vendors, products and industry trends. In this section, you’ll gain an understanding of the product lines of several key players that have interesting hardware and software offerings, in the categories of small and medium businesses, large enterprises, and hosted solutions.

A. Small and Medium Businesses

1. 3COM

2. Altigen

3. Zultys

4. Pingtel

B. Large and Multi-site Businesses

1. Avaya

2. Nortel

3. Cisco

4. Shoretel

5. Cosmocom

C. Hosted Services

1. Contractual

2. MCI

3. EagleIP

4. Echopass

5. Pandora Networks

11. Business case examples

To cement your knowledge and give you insight into the right solution for your needs, we’ll round out the course by understanding how other companies are using IP-based contact center technologies. We will review actual cases of deployments across several categories of organizations to give you a reference for future decision making.

A. Small Companies

B. Medium Organizations

C. Large Enterprises

D. Multi-site Centers

E. Hosted Services

12. Appendix

The appendix includes a good list of vendors by product type, and for those who will be seeking vendor proposals, we have included a contact center RFP template with over 800 line items to get you started. Also included is a glossary of terms, jargon and buzzwords unique to IP contact centers.

A. Vendor Listing

B. Call Center RFP Template

C. IP Call Center Acronyms

Don't miss this opportunity
The knowledge you will gain taking IP Call Center Technology, complete with its certification will put an end to buzzword-related frustration, improve your accuracy and efficiency and enhance your career prospects. If you've read this far, you know by now this is the information you have been searching for. Coverage of all major topics, high-quality course materials, certification and certificate suitable for framing, bonus free textbook and value pricing... don't miss this opportunity. Invest in yourself and your career and register for this course now.
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"This man was a book of knowledge"
I got an understanding of all the different uses of VoIP, and different ideas to bring back to my company. I liked most what Jay brought to the table - this man was a book of knowledge. Jay was very well spoken and professional. I enjoyed the class.
Kelly Grubel
AvMed Health Plans
"Excellent"
Excellent across the board. I gained a better understanding of call center IP technologies, and liked most the examples of products and use cases. The instructor provided very thorough explanations and was very knowledgeable about products.
Raphael Reyes
New York City Employees Retirement System
"Will provide a great reference"
Seminar was applicable to current projects and issues. The course materials are useful and will provide a great reference. The instructor is well informed on current issues and explains topics well.
Mary Helbach
MoneyGram International
"Specific vendor info is good, non-biased opinions of strengths, weaknesses"
Upped my knowledge of IP and awareness, from the business side, of what I need to prepare for and potential impacts. I liked most the book - good manual to refer to. Also, specific vendor info is good, non-biased opinions of strengths and weaknesses. Instructor is very knowledgeable.
Paula Feit
MoneyGram International
"Made quite a few concepts clear"
Made quite a few concepts clear to me, and was presented in an easy-to-understand manner. The instructor is very skilled and informative.

Daneen Ausby
New York City Employees Retirement System

"Covered everything!"
Covered everything - got a great foundation in Understanding IP Contact Center Technology.
The book will be a great reference to go back and refer to.
Angeline Maack
MoneyGram International
"Discussion of 'gotchas' was very helpful"
Gave me a better understanding of how VoIP projects need to be structured for successful implementation. The discussion of 'gotchas' was very helpful. Jay is extremely knowledgeable and presents the material in a way that fosters understanding.
Alison Carr
Discover Financial Services
"Impartial. Good examples, kept participants interested"
I liked most that the course content was impartial; we were not pushed in any specific direction. Provided good information so that we can make an informed decision. The instructor gave good examples, kept participants interested. Very good presentation skills.
Jennifer Beverly
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COURSE MATERIALS
Every course comes complete with a high-quality comprehensive workbook / textbook that's been called the best on-the-job reference tool around.
Written in plain English, this easy-to-use reference includes copies of all graphics PLUS extensive detailed text.
Topics are organized in logical groups to give you easy reference after the seminar to the practical experience, theoretical background, and unbiased information on industry technologies, products and trends you'll need.
With numerous chapters covering all major topics, you'll obtain an invaluable resource impossible to find anywhere else in one book.
You can get a sneak preview of course materials via the tutorials.
WHO SHOULD ATTEND
Non-engineering professionals planning, managing, supporting or operating a contact center.
Sales and marketing personnel involved with contact center products and services.
Decision-makers and managers and anyone else who wants to understand what the "techies" are saying.
Anyone who wants to eliminate jargon- and buzzword-related frustration and understand the new generation of contact center technology.
PREREQUISITES
There are no prerequisites for this course. We expect students will be reasonably intelligent, have a desire to learn - and are starting from the beginning of the story.
COURSE DIRECTOR
Jay McGuire
Jay McGuire, M.Eng.
Jay D. McGuire holds advanced degrees in engineering and has been a professional trainer since 1982.
Jay specializes in delivering instructor-led technical training covering the fields of telecommunications, data communications and networking, local area networks, and call center and customer care technologies.
His publications and training manuals use a highly graphical approach to teaching technical concepts to non-technical audiences from a wide range of corporate environments.
Jay has held past positions as a telecommunications manager for a Fortune 100 insurance company and as a digital design engineer.
He is "one of the best" in the technical training business.
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