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Cisco IPCC Structure

Gartner’s top 10 strategic technologies for 2008

Avaya is still standing in the first position with 41,1% in Call Center Market and 36,5% in IP-PBX Market. Cisco follows with 3,8% in Call Center Market and 18,7% in IP-PBX Market

This chart is for ASEAN Market, so how about Vietnamese Market ? From my experience, Cisco is the leader in Vietnam because Cisco attends in Vietnamese martket for a long time and therefore having alot of traditional customers here. Once a customer is deploying Cisco infrastructure (especially Cisco IP Telephony), they can easily add Cisco Call Center in their existing system with minimum cost.

Please note that, term “Call Center” in this article includes Inbound & Outbound voice, ACD, CTI, IVR, Voice Portal and multimedia channels.

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Gartner analysts David Cearley and Carl Claunch reviewed the list Tuesday at the Gartner Symposium/ITxpo in Orlando, Fla. Here’s a summary:

1. Green IT

This one is taking on a bigger role for many reasons, including an increased awareness of environmental danger; concern about power bills; regulatory requirements; government procurement rules; and a sense that corporations should embrace social responsibility.

Chip designers have realized that lowering per-core performance by 20% actually cuts power usage in half, so adding cores can improve chip performance and efficiency, Claunch said.

But IT is still responsible for 2% of all carbon releases, and it’s coming from many sources. “Fast memory is getting to be a surprisingly high energy consuming item,” Claunch said.

One of the next steps is taking the power-saving features of mobile devices such as phones and laptops and bringing them to more computing platforms.

“We’ve been confronting the power problem on mobile devices for a long time because of those pesky batteries,” he said. “We can take those learnings and put them into servers. In the future, we’ll have servers that will go to sleep if they’re not being used.”

2. Unified Communications (UC)

UC functionality is drawing from five core markets: voicemail, PBXs, e-mail and calendaring, IM, and conferencing and collaboration. The key trends are communications becoming IP-based, analog systems switching to digital, and growing integration among voice, network, storage, sensors and video technologies.

“In a world in which all the information is digital and carried on IP, the opportunity and advantages of carrying it on a unified infrastructure are becoming obvious,” the analysts stated in a slideshow presentation. “Organizational issues must be addressed to take advantage of this unification, because responsibilities and budgets are so often fragmented among groups such as building maintenance, voice communications, data communications and storage administration.”
3. Business Process Management

BPM is more of a business discipline than a technology, but is necessary to make sure the technology of service-oriented architectures (SOA) deliver business value, Cearley said. It’s also important for dealing with laws like Sarbanes-Oxley that require business to define processes, he said.

“SOA and BPM have common objectives,” Cearley said. “They’re both focused on driving agility, driving business process improvement, flexibility and adaptability within the organization. SOA is a key mechanism that makes BPM easier.”

4. Metadata Management 

Metadata is the foundation for information infrastructure and is found throughout your IT systems: in service registries and repositories, Web semantics, configuration management databases (CMDB), business service registries and in application development.

“Metadata is not just about information management,” Cearley said. “You need to look beyond that. Metadata is everywhere.”

5. Virtualization 2.0

“Virtualization 2.0” goes beyond consolidation. It simplifies the installation and movement of applications, makes it easy to move work from one machine to another, and allows changes to be made without impacting other IT systems, which tend to be rigid and interlinked, Claunch said.

There are also disaster recovery benefits, since the technology lets you restack virtual systems in different orders in recovery centers, providing more flexibility.

“Virtualization is a key enabling technology because it provides so many values,” Claunch said. “Frankly it’s the Swiss Army knife of our toolkit in IT today.”

6. Mashups & Composite Applications

Mashups, a Web technology that combines content from multiple sources, has gone from being a virtual unknown among IT executives to being an important piece of enterprise IT systems. “Only like 18 months ago, very few people (knew what a mashup was),” Cearley said. “It’s been an enormous evolution of the market.”

U.S. Army intelligence agents are using mashups for situational awareness by bringing intelligence applications together. Enterprises can use mashups to merge the capabilities of complementary applications, but don’t go too far.

“Examine the application backlog for potential relief via mashups,” the analysts stated in their slideshow. “Investigate power users’ needs but be realistic about their capabilities to use mashups.”

7. Web Platform & WOA

Web-oriented architecture, a version of SOA geared toward Web applications, is part of a trend in which the number of IT functions being delivered as a service is greatly expanding. Beyond the well-known software-as-a-service, Cearley said over time everything could be delivered as a service, including storage and other basic infrastructure needs.

“This really is a long-term model that we see evolving from a lot of different parts of the market,” Cearley said. It’s time for IT executives to put this on their radar screens and conduct some “what-if” scenarios to see what makes sense for them, he said.

8. Computing Fabrics

Today’s blade server design places memory and processors into a fixed combination inside a blade, and until recently neither memory or processors from one blade could be combined with that of other blades.

New server designs will allow several blades to be merged across a “computing fabric,” in which they will appear as a single server to an operating system.

“The fabric based server of the future will treat memory, processors and I/O cards as components in a pool, combining and recombining them into particular arrangements to suit the owner’s needs,” the analysts wrote. “This evolution will simplify the provisioning of capacity to meet growing needs.”

9. Real World Web

Increasingly ubiquitous network access with reasonably useful bandwidth is enabling the beginnings of what analysts are calling the “real world Web,” Claunch said. The goal is to augment reality with universal access to information specific to locations, objects or people. This might allow a vacationer to snap a picture of a monument or tourist attraction and immediately receive information about the object, instead of flipping through a travel book.

10. Social Software

Social software like podcasts, videocasts, blogs, wikis, social bookmarks, and social networking tools, often referred to as Web 2.0, is changing the way people communicate both in social and business settings.

“It’s really been empowering people to interact in an electronic medium in a much richer fashion than we did with e-mail or corporate collaboration systems,” Cearley said.

The effectiveness of these tools for enterprise use varies, and some tools that have the potential to improve productivity aren’t yet mature enough for enterprise use, Gartner says. For example, wikis are highly valuable and mature enough for safe and effective enterprise use. Meanwhile, Gartner says prediction markets potentially have a lot of enterprise value but so far have low maturity. Podcasts, conversely, can be used safely and effectively but don’t have a lot of business value, the analyst firm said.

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IPCC – Internet Protocol Call Center is the next generation customer service, CRM tool. It is an extremely powerful and cost effective solution to improving quality of service, reduce operation costs, and optimize global resource management. These factors make IPCC an increasingly important tool in business.

Within the last two years, “Customer Service Centers” has been under rapid developing rapidly in telecom and financial areas. China Telecom, has begun its wide scale implantation of IPCC. Other sectors such as: banking, insurance, airlines, emergency services, etc. have are poised to migrate their existing PSTN, PBX systems to IPCC based “Customer Service Centre” approaches.

This new generation “Customer Service Centre” should maintain the following features:

• Make effective use of network physical resources and information resources
• Support various communication methods: PSTN, network land line, network mobile telephones, fax, VoIP, web, E-Mail, etc
• Support centralized, distributed customer service centre mode and universal, intelligent relation management, without having geographical restriction
• Rapidly integrate all resources of existing PSTN Calling Centers, support traditional, and IP Calling Centre network routing administration
• Provide fast and reliable routing and humanized customer interaction
• Provide monitoring and management tools to leading to effective data mining
• Provide smart interfaces, realizing the seamless integration

2 OneWave IPCC Operation Support System General Scheme

OneWave believes that the current trend will see PSTN rapidly replaced by VoIP. IP networks provide the most flexible, and cost effective method to integrate multiple streams of data, audio and video.

2.1 System Overall Architecture

Onewave’s system is based on CISCO AVVID platform, without using traditional PBX, IVR, digital phone, messaging; Onewave has developed a series of IP-based functional components, and integrated Cisco ICM and Cisco CIS products, along with Cisco LAN Switch\Router, Voice Gateway facilities.

Taking into consideration the business specialty of a customer service center, IPCC has preserved application system interfaces, such as OSS, OA, Accounting System and CRM System, etc. Using Workflow and SOAP technologies, it ensures to connect with different interfaces; guaranteeing changes to the interfaces would not substantially affect the system, and therefore realize rapid integration and fulfilling different requirement.

Overall Network Architecture of the OneWave Customer Service Centre System is as shown below:

• Onewave IPCC provides complete end-to-end solutions, from user access to business implementation, maintaining features as highly open, advanced, smart, extensible and highly reliable.
• Open system architecture – using ICM to control the whole customer service centre. It adapts with various products, like ACD, IVR, etc, which reduces the users’ cost, and facilitates the future system expansion.
• Open software and hardware platforms and interfaces- Provide the industry standard interfaces and development tools, such as CSTA, TAPI, JTAPI, ODBC, ActiveX, JAVA, etc, and also tolerate the third-party Standard-based programs. The high-efficiency development tools help reduce development cycle and rise the performance/price ratio.
• Adapt to development of multimedia application
• Integrate PTSN, Internet and VoIP technologies; provide users various contact approaches.
• Provide a series of standard modules, from the desk-top application system to the network control system. Establish different customer service centre upon users’ requirement according to different modules, reducing the dual development cycle
• Easy Scalability due to open network technology
• Support system extension from single-point to multi-point
• Easy to include new technology plug-ins through network protocols
• Smart and simple router control tools; Rapid and easy router editing via friendly user interface.
• Using PG to interface with other components, shielding different interfaces from different hardware/software module manufacturers
• Supports SS7 and IP architecture – Take advantage of SS7 powerful routing functionality, along with IP-based technologies, it controls calling related data transmission in multi-point customer service centre, realizing resource share and universal allocation of the multi-point customer service centre
• ICM (Intelligent Contact Management) is synchronized, allowing dual back-up, that is, when one PC is down, it automatically switches to the back up copy control unit to continue uninterrupted operation

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Ok, so what we gonna do today !? Last post, i wrote ’bout the first day as first aspect of this book, that’s achievement ! Keeping dreaming of what u wanna be in your life or in near future. Today, my post is Action !

- Action is a manner, process or method of performing an act or deed; habiual or vigorous activity or energy; movement; motion; a force that causes change !

- be determined to do to make change ! Stop complaining or dream of sth not real, stand up and action, only action can make dreams become true. You can determine what you can do to go to the next step towards closer to what you always expect.

- The first step is the thing you should do to start a new intinerary and it’ll make a propulsive force helps you to go forward bravely. After doing it, you should feel happy bout this tiny step beacause you’re moving stably to brighter future with so much glory !!!

Day 1 – Achievement

- Achievement is to accomplish or attain by work or effort.

- Keeping dreaming ’bout achievement you can obtain after your contribution for everything in your life and you’ll succeed.

- To keep in touch to your positive attitude, you should be proud of your achievement in everything in spite of it’s a tiny good job !!! Those vitories will have a part in your success. So keep your mind fresh and positive ! Action and action, don’t temporize or be in two minds about sth you wanna do.

So, if you follow these tips, i think you’ll find it work well near future, i’m trying, would you try with me ?