Leaders in our space….€¦ · Gartner Magic Quadrant Worldwide leader in revenue and seats in...
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Transcript of Leaders in our space….€¦ · Gartner Magic Quadrant Worldwide leader in revenue and seats in...
Leaders in our space….
Leader 6 years in a row
Gartner Magic Quadrant
Worldwide leader in revenue and seats in midmarket & enterprise segment
Path to Globalization
CIO Problem
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94%CIOs to include tech-driven
transformation for business1
1/3 As-a-service growth outsourcing
Double its share from 20143
CIO’s Necessary Evil – Driving to Cloud
89%companies plan to compete
based on customer experience2
CIOs within mid-market companies are being directly tasked to transform the customer experience
WAVE 2Point Cloud Products
★ Lower TCO
★ Productivity Increases
Enterprise Communication: The First Two Waves
WAVE 1On-Premise
Messaging
UCaaSCCaaS
Video Meetings
Contact Center
Telephony
Video Conferencing
Other server icon options
Silos within Silos lead to ‘‘I Don’t Know’
ERP Help Desk CRM
Contact CenterCollaboration Conferencing Telephony
Systems of Engagement
Systems of Record
Core Problem
Cost Center → Innovation (Enable EX to CX not just IT but entire
organization)
Solutions
Integrated Solutions (Fragmented point solutions & system of record
vs. system of engagement)
Drive out low value IT functions (Focus IT on driving innovation)
Flexible System (Meet rapidly changing needs of
business)
Easy Administration Easy Scale (onboard and manage users with
ease)
Maintain Control (Robust Infrastructure, Reliability &
Security )
Reduce Cost while accelerating Revenue
Enterprise Communication: The Third Wave
WAVE 3One Cloud Engagement Solution
★ Even Lower TCO
★ Revenue Acceleration
Systems of Record
WAVE 2Point Cloud Products
One System of Engagement
One System of Intelligence
★ Lower TCO
★ Productivity Increases
Messaging
UCaaSCCaaS
Video Meetings
All Customer & Employee Interactions
WAVE 1On-Premise
Contact Center
Telephony
Video Conferencing
Exceptional Customer Experience Determined by the Employee Experience
FinanceProduct Contact CenterSales Marketing Ops Support
Core Problem
Cost Center → Revenue (Drive efficiency, upsell/cross sell)
Flexibility of service by department (Type of agent, Type of seat, Bursting,
Mix & Match)
Solutions
Omni Channel Experience (Enable employees to communicate
with customers )
Real time data(Data mining, dashboards,
tagging/flagging to drive efficiency of agents across global contact
center)
Time to Resolution (Reduce churn, easy access to SME
outside of CC)
Sample EX to CX – VP of Contact Center Experience
As the Economic Buyer enhance the Influencers Experience
Optimize Experience (Examples)
Team Collaboration & Messaging
Script 8
Best of Breed
Customize Experience
Data Analytics
UCaaS + CaaS
Security & Reliability
Global Presence
The Problem with Team Messaging Chaos
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Virtual Office Business Application Integrations
Same Room Branded Integrations
Script8 in the Enterprise
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Analytics that Drive Business Insights
NetworkEngineering
Security & Compliance
IaaS
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X Series
Enabling Employees and Customers to Connect Effortlessly
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Current Pain 8x8 Solution
