Deployment Scenarios

Migrate Your Contact Center at Your Own Pace

Genesys IP allows you to add the functionality your organization needs at the pace that makes sense – from a small pilot program to a complete infrastructure overhaul. Understanding the different contact center deployment scenarios will help you decide which path meets the demands of your enterprise.

 

TDM Contact Center With IP

• Connect existing telephony switches to servers running IP software. This allows call routing via a circuit-switched infrastructure to an agent's telephone or from a packet-switched infrastructure to a softphone on a PC, or an IP phone. This is common when companies want to run a pilot or migrate slowly to a complete IP solution.

Proprietary IP Contact Center

• A contact center solution with no circuit-switched infrastructure using an IP-PBX on an IP network. Voice calls from the PSTN are converted to IP via a gateway, and managed as packet-switched communications. If the gateways, phones, PBXs and software are proprietary, a CTI link is likely required to communicate with third-party applications.

Standards-based IP with Soft ACD Deployment

• Standards-based IP applications and infrastructure work together (unlike proprietary IP-PBXs) without the need for tailored, complex links. Software based on Session Initiation Protocol (SIP) applies the same logic and provides identical centralized agent configuration management, regardless if the agent is connected to a proprietary IP-PBX or an IP-based softswitch. A SIP-enabled IP contact center integrates with the existing PBX infrastructure. This allows innovative capabilities by separating the ACD from the PBX and replacing it with a SIP solution. Eventually, the hardware switch is irrelevant and can be entirely replaced with a softswitch.

Standards-based IP with PBX Switch

• Leverages the benefits of SIP alongside an existing PBX infrastructure by replacing the closed, proprietary ACD in the PBX with ACD-like capabilities in the SIP-enabled software solution. With this path, contact centers can leverage existing investments while implementing open standards-based IP components.

Switchless Standards-based IP Deployment

• When traditional telephony capabilities are not needed (e.g., when agents don't require personal voice mail or non-contact center telephone features) replacing the PBX entirely makes a lot of sense. In addition to moving to an open IP-based software solution, contact centers can eliminate proprietary hardware, simplify administration, and reduce hardware and maintenance costs. A managed services model can fit this scenario particularly well. As leading managed services solution providers adopt open standards, rich functionality such as speech applications, skills-based routing, and screen pop are now available as components. With modular access to deep functionality, complexity is no longer a barrier to using new applications.

Deploying Flexible, Cost-effective Genesys IP

The Genesys IP Contact Center:

• Frees you to use any hardware infrastructure and contact center applications
• Supports your migration from TDM to IP by integrating with 42+ PBXs and switches, IP PBXs, and SIP standards-based PBXs and switches
• Leverages your existing infrastructure investment - no need to "rip and replace"
• Allows you to migrate at your own pace without compromising reliability
• Delivers the full promise of open-standards IP: centrally manage multiple sites; deploy applications on demand; integrate new capabilities without significant infrastructure investments
• Provides a proven path to customer service excellence through the Dynamic Contact Center