10 to Move Your Contact Center to the Cloud
-
Upload
richard-dumas -
Category
Technology
-
view
539 -
download
1
description
Transcript of 10 to Move Your Contact Center to the Cloud
Cloud Contact Center Software
10 Reasons to Move your Contact Center to the Cloud
Richard Dumas/ Director, Product & Solution Marketing
• Complicated Technology Stack– ACD– Dialer– IVR– WFM– Reporting– Home Grown Apps– Carriers
2 Company Confidential
Contact Centers Today: Complicated, Costly & Inflexible
3 Company Confidential
Costly to Operate
• Requires a huge investment
– Build your own data center
– Invest more as you grow
– Separate Systems
– Duplicate Functionality
– Idle Reps
– Hire an army to maintain it
– Take all of the risk
Only 14% of enterprise software deployments rated “very successful” by I.T.*
4 Company Confidential
*Consumption Economics
• More Control
• Greater Flexibility
• Higher Productivity
• Better Connect Rates
• Higher Customer Satisfaction
5 Company Confidential
Contact center managers imagined…
6 Company Confidential
Contact Centers Move to the Cloud
*DMG Consulting
7 Company Confidential
Cloud Contact Center Adoption
*DMG Consulting
8 Company Confidential
Why are so many making the move?
• No hardware, software or infrastructure
• Get a full featured contact center solution
• Focus on contact center, not the hardware
9 Company Confidential
Reason #1: No Hardware
• Deploy in as little as 48 hours
• Simple admin tools let you change on the fly
• Professional services help you get started
quickly
• 24/7 support ensures your contact center
runs smoothly
10 Company Confidential
Reason #2: Fast Deployment
• Issues
– On premise software/hardware not agile
– Challenges supporting changes from 10
departments
– Needed to integrate with Salesforce
• Results
– Turned on POC in 2 days
– Increased productivity w/Click-to-Call
– Ability to add seats as needed
– Departments able to make changes
11 Company Confidential
Example: Citrix
Marc FlaumSenior Architect
Citrix
• Agents located anywhere around the world
• Just need a headset, computer and internet
connection
• Combine multiple physical centers into one
virtual contact center
• Gain access to a larger pool of agents
• Improve agent satisfaction and productivity
12 Company Confidential
Reason #3: Agents Anywhere
• No more messy, expensive upgrades
• No upgrade surprises when products EOL’d
• Access to the latest and most advanced features
as soon as they become available
13 Company Confidential
Reason #4: Automatic Upgrades
• Easily integrate with other cloud applications
• Improved agent productivity
• Access to customer information & call lists stored
in CRM
• Integrated reporting
• Click-to-Dial
14 Company Confidential
Reason #5: Easy Integrations
15 Company Confidential
Example: Salesforce Integration
Demo
• Add or remove agent seats & phone lines at
any time
• Make changes in a matter of hours
• No need to guess at peak capacity
• No need to purchase unneeded resources
16 Company Confidential
Reason #6: Scale on Demand
• Issues:– Needed secure solution to handle tens of thousands
of calls during disasters
• Results:
– Handled 90,000 calls during hurricane Sandy
– Able to quickly add staff
– Able to outsource to partners
– Used IVR to route calls related to health
problems
– Used automated messages for 35,000 calls
related to disaster SNAP/Food program
17 Company Confidential
Example: New Jersey 2-1-1
• Cloud vendors provide:– Dedicated teams and best practices
– Regular security audits
– Economies of scales because they support many
virtual contact centers
18 Company Confidential
Reason #7: Security
• Subscription model allows you to pay for only
the agents who are using the system
• Easily add seats and phone lines
• No need to invest in hardware & software –
no risk
19 Company Confidential
Reason #8: Pay as You Grow
• No need to source and manage hardware &
software from multiple (on-premise) vendors
• Local, long distance, 800 phone numbers
come bundled with complete contact center
solution
20 Company Confidential
Reason #9: One vendor, one easy package
• Non technical users can set up and manage
• No need to rely on I.T. to make changes
• No need to rely on expensive consulting and
services teams
21 Company Confidential
Reason #10: Control Your Own Destiny
1. No Hardware
2. Fast Deployment
3. Agents Anywhere
4. Automatic Upgrades
5. Easy Integrations
6. Scale On Demand
7. Security
8. Pay as You Grow
9. One Vendor, One Easy Package
10. Control Your Own Destiny
22 Company Confidential
10 Reasons Recap:
Cloud Contact Centers are ALL we do
Experience: The Five9 Advantage
1800+ customers
3 billion+ calls a year
Over 200 CRM integration
deployments
24/7 Follow the sun NOC
24 Company Confidential
Five9 Products?
• Most deployments in the industry
• High customer retention rate
• Deploy in days
• Intuitive interface
• Turn on a dime
• Integrations and customizations
• True blended CC
• No annual contract
25 Company Confidential
Why Five9?
Increased Business Agility• Expand agent pool… work from home• Ramp up and down… leveraging the flexibility of the cloud• Pay as you grow… flexible subscription-based pricing• Track KPI’s and changing business needs… workforce analytics
Improved Customer Satisfaction• Streamlined customer engagements… leading CTI,
ACD• Increased CSAT metrics… leading IVR, CTI, ACD• Connect customers to the right agent… leading
ACD
More Productive Agents• Improve outbound campaigns… predictive dialer• Accelerated On-boarding… intuitive agent interface• Zero downtime… dynamically adjust inbound & outbound agents
Five9 Delivers
• Upcoming Locations:– Dallas- 9/11– Atlanta- 9/17– Orlando- 9/18
• Register today: http://www.five9.com/about/events• Agenda:
– 9:00 Keynote: The Multi-Cloud Contact Center as a Corporate Asset Sheila McGee-Smith, President, McGee-Smith Analytics
– 9:45 The Cloud Contact Center Advantage Mayur Anadkat and Richard Dumas, Director of Product Marketing, Five9
– 10:15 Empower Your Agents to Engage Your Customers Mark Howe, Regional Director, Bluewolf
– 10:45 Real-World Cloud Contact Center Success Matt Zemon, President & CEO, American Support
Five9 Cloud Revolution Roadshows
Thank you for
attending!
28 Company Confidential
For more information:
Call us: 800-553-8159
Email us: [email protected]