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2002.06.26
The nation's largestAccommodates from 100 seats to 10,000 seats with the VoIP
Distribution launch of the "Scalable IP Contact Center Solution" to begin in July
The NTT COMWARE CORPORATION (hereinafter, NTT COMWARE, Head Office: Minato-ku, Tokyo, President: Yuji Matsuo) and the GENESYS JAPAN Co., Ltd. (hereinafter, GENESYS, Head Office: Chuo-ku, Tokyo, President: Fumitaka Tezuka) have agreed to cooperate regarding contact center solutions and will, as of July 1st, merge their respective products to offer a "NEXIPT Scalable IP Contact Center Solution (hereinafter, Scalable IP)", which as the nation's largest scale IP contact solution will be able to accommodate up to 10,000 agent seats with the VoIP.
[Characteristics]
The Scalable IPCC performs many high value-added functions such as accommodations of up to 10,000 agent seats and connections to agents that meet customer characteristics such as automatic voice responses or connections to full-time agents for long-standing customers, by all types of contact channel from voice, e-mail, and web, to chats. As it operates by commercially available multi-purpose servers, coalitions with automatic voice recognitions and telephone conference systems and other various CRM systems as well as supplementation of functions is easy. Also, compared to compositions with hardware such as IP-PBX, it is possible to drastically cut-back on TCO (total cost of ownership) and/or development periods. In addition, compared to commercially available IP-PBX, which requires space of 200 to 400 lines in order to accommodate 10,000 agent seats, the Scalable IPCC requires only about one twentieth of that space. In this way it is possible to construct a high-function, flexible, strategic contact center at a low cost. The Scalable IPCC is a solution with a future, with its coalitions with office CTI and connections with IP telephones.
[Component parts and cost]
With the IP-PBX, large scale of the VoIP was difficult due to its content limits. However, with the Scalable IPCC implementation of a contact center wholly operated on the IP was made possible by merging the "Carrier grade softswitch (SS70C)", which as a large scale VoIP conversion function, an automatic voice response, and the "Media server (MS-IP)", which has a voice portal function, with the "Genesys 6 solution", an application which optimizes interaction (mutual coalition) management of contact centers. The SIP (*1), which is said to be the main channel for the VoIP, has been adopted for the call control protocol. The cost is from 450,000,000 yen for an accommodation of 500 agent seats.
[Assumed market and utilization merits]
The target markets for the Scalable IPCC are businesses that put emphasis on relationships with customers, such as contact center operating companies, telemarketing companies, telecommunication carriers, distribution companies, financial and insurance companies, technology companies, and travel agents. For companies that conduct businesses deployments in multiple contact centers nationwide, (1) PBX settings per center becomes unnecessary (2) economization of space by integrating the system in one location, and (3) home agents becomes possible – thus making drastic cutbacks of TCO possible. Also, for companies that deploy outsourcing business of facilities such as telecommunication carriers, hosting service business of agent seats depending on the needs becomes possible. For companies that receive hosting services, with no added cost for procedures and additional functions necessary for management and maintenance of associated property, may flexibly increase or decrease the number of agent seats and begin contact center businesses easily and at low costs.
[Cooperative strategy]
The cooperation of NTT COMWARE and GENESYS JAPAN has produced the large scale and high value-added contact center platform, the "Scalable IPCC", based on the current situation of realization of the necessity of contact centers with CRM realization as its core technology, and with the assembly of achievements in constructing large scale systems in their respective fields of VoIP and CTI. As such a product can not be seen anywhere else in the world, beginning with Japan, worldwide expansion to Asia Pacific, Europe and the United States, is also in view. Furthermore, NTT COMWARE, positioning the distribution of the Scalable IPCC as a full-fledged launch of IP services, plans to bring new applications, such as office CTI and wireless IP telephones, to the market.
[Background]
According to recent market researches, the e-mail and Web integrated contact centers, "e-CTI market" is anticipated to reach 255 billion yen in the year 2004 and the e-CTI outsource market is anticipated to reach 93 billion yen in the year 2005 (Reference:MIC Research Institute Ltd.). In such a situation, concurrent with the realization of the importance of contact centers, interest in outsourcing of operating facilities that responded to multi-channels such as e-mails and webs, which was not possible with VoIP products and PBX bases, is rising.
[Product description]
- Carrier grade softswitch
A product developed by NTT COMWARE. A softswitch to be operated on multi-purpose servers and that which realizes high efficiency, sophisticated features, and high-availability with the carrier grade, and can be used on IP telephone service applications of telecommunication carriers.
- Media server
A product developed by NTT COMWARE. A product to be operated on multi-purpose servers. It is possible to utilize automatic voice responses, telephone conference systems, and other various applications on the IP-NW.
- Genesys 6
A solution developed by GENESYS and that which is becoming the De Facto Standard of large scale contact centers. This solution merges "Enterprise Routing", "Network Routing", "Outbound Contact", "Internet Contact", and "Workforce Management", all of which are indispensable to contact centers, and optimizes interaction management of contact centers and the entire company. Also, this solution combines conduction of consolidated management of entire suites and report functions, thus making management of contact center businesses simple. Furthermore, efficient installation of the solution is possible, thus making drastic reduction of the time necessary for installation of contact centers and CRM products.
[Glossary]
- *1: SIP (Session Initiation Protocol)
NTT COMWARE, based on its achievements of establishing / maintaining / operating a telecommunications network and information system for over 60 million customers, provides next generation network solutions with "NEXIPT (a coined term from NEXT and IP)" for the IP network, represented by the VoIP. The company provides total solutions from integrated access devices, gateways, and IP telephones along with softswitches such as the SS70V as well as planning, developing, operating and support of services.
[Company outline]
- NTT COMWARE
NTT COMWARE, based on its achievements of establishing / maintaining / operating a telecommunications network and information system for over 60 million customers, provides next generation network solutions with "NEXIPT (a coined term from NEXT and IP)" for the IP network, represented by the VoIP. The company provides total solutions from integrated access devices, gateways, and IP telephones along with softswitches such as the SS70V as well as planning, developing, operating and support of services. The "NEXIPT" product line-up, including the "Scalable IPCC", will be introduced with demonstrations, at the "NETWORLD+INTEROP 2002 TOKYO" to be held at the Makuhari Messe Convention Center in Chiba from July 3rd (Wednesday) to the 5th (Friday).
* Regarding the "NETWORLD+INTEROP 2002 TOKYO"
Date and time :
July 3rd (Wednesday) 10:30-18:00
July 4th (Thursday) 10:00-18:00
July 5th (Friday) 10:00-16:30
NTT COMWARE exhibition zone : Network Infrastructure zone
Hall 9, Frame number : 10M04
- Genesys Telecommunications Laboratories, Inc.
Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for businesses, service providers, and e-businesses markets. Genesys conducts consolidated management and support of interactions requested by its customers, regardless of the communication method such as interaction (mutual coalition) of voice, e-mail, or web-bases. With its Head Office in San Francisco, the company has 43 direct sales offices worldwide. Genesys is highly regarded internationally with its achievements in distributing carrier device routing functions to over 30,000 customers. GENESYS JAPAN was established in 1997 as a wholly owned subsidiary of Genesys Telecommunications Laboratories, Inc. and acquiring a sum total of approximately 300 customers, is showing rapid market share growth in Japan.
For detailed information regarding Genesys as well as its product line-up, refer to:
http://www.genesyslab.co.jp/
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