Amazon Killed the Call Center & Reasons Your Contact Center Belongs in the Cloud
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Speakers: Amazon Killed the Call Center & Reasons Your Contact Center Belongs in the Cloud Sheila McGee-Smith, President, McGee-Smith Analytics Chad Rycenga, CIO, Cobridge Communications Matt Zemon, CEO, American Support
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If your enterprise contact center isn’t in the cloud yet, you can’t afford to miss this session. Contact center industry expert Sheila McGee-Smith will discuss the explosion of cloud infrastructure and applications available to enterprise contact centers. Matt Zemon, CEO of American Support, and Chad Rycenga, CIO of Cobridge Communications, will join Sheila to talk about the innovative value of their Salesforce integration and why they moved to a cloud contact center as fast as possible. This session is brought to you by LiveOps, a proud sponsor of Dreamforce. Presented by: Sheila McGee-Smith, President, McGee-Smith Analytics; Chad Rycenga, CIO, Cobridge Communications; Matt Zemon, CEO, American Support
Transcript of Amazon Killed the Call Center & Reasons Your Contact Center Belongs in the Cloud
Speakers:
Amazon Killed the Call Center & Reasons Your Contact Center Belongs in the Cloud
Sheila McGee-Smith, President, McGee-Smith AnalyticsChad Rycenga, CIO, Cobridge Communications Matt Zemon, CEO, American Support
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Why Contact Centers Belong in the Cloud
Learn why and how companies decided to move their contact centers to the cloud– Fortune 50 Financial Services Firm
– Health Plan Provider and Outsourcer
– Service Provider
Hear about American Support’s cloud-based contact center service based on LiveOps applications
Understand the benefits Cobridge Communications is realizing using American Support cloud-based contact center services
Ask your questions about cloud-based contact centers
The Amazon Effect
63.7% of consumers who shopped among 20
leading e-commerce sites in December 2010
say they shopped at Amazon.com, up from
55.1% a year ago.
-Kantar Retail ShopperScape survey
Working Definition of Cloud
Model for enabling convenient, on-demand network access to a shared pool of configurable
computing resources (e.g., networks, servers, storage, platforms, applications, talent, and services) that can be rapidly provisioned and released with minimal management effort or
service provider interaction.
6© 2009 Cisco Systems, Inc. All rights reserved. Cisco PublicC97-541444-00
Open StandardsHybrid
Cloud
PrivateCloud
PublicCloud Virtual Private
Cloud
The Application Cloud Journey
Brick & Mortar
Contact Center in the Cloud
Why have companies gone cloud?1) Complex environments2) System needs major overhaul3) Fluctuating capacity needs4) Zero tolerance for downtime5) Driving out cost 6) Multi-channel Mobility
Innovative Financial Services
• Existing solution– Complex multi-vendor, multi-site routing
solution with a host of best-of-breed adjunct applications
• Why Cloud?– Taking Plugs Out of the Wall: across the business– Lighten IT Resource Demand: multi-vendor exacted a
heavy integration toll
• Approach – Internal trial followed by broad deployment
Health Plan Provider and Outsourcer
• Existing solution– ACD and IVR based on 1990’s technology required complex, proprietary,programming
• Why Cloud?– Technology refresh $5-$10 million CAPEX– Too easy to fall behind technology curve– Variable demand of outsourcing business
• Approach – Ability to embed telephony controls into internally-
developed desktop, HIPPA Support
Communications Service Provider
• Existing solution– Internal solutions required technology upgrade to
keep up with client demands
• Choosing a Partner, Not Just a Technology– Marketing and business
development as well as sales and sales support
– Agent resources
American Support: Matt Zemon, CEO
• Existing Solution
• Why Cloud?
• Why LiveOps?
• Experience to date?
Cobridge Communications: Chad Rycenga, CIO
• Existing Solution
• Why Cloud?
• Why American Support/LiveOps?
• Experience to date?
Questions & Answers
Sheila McGee-Smith
President, McGee-Smith Analytics
Chad Rycenga
CIO, Cobridge Communications
Matt Zemon
CEO, American Support
What Should You Be Doing?
Remain current about your company’s approach to data center use, virtualization and cloud-based applications
Continue to educate yourself about what your application vendors offer with respect to cloud applications
Consider a pilot, e.g. home agents
Start thinking about the synergies of multiple cloud-based applications
Cloud Is Not About TechnologyIt Is About Allowing IT to be
More Efficient and More Responsiveto the Business
1631 August 2011 | LiveOps® Confidential
LiveOps
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1731 August 2011 | LiveOps® Confidential
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