amazon killed the call center & reasons your contact center belongs in the cloud

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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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EMBRACE THE INEVITABLEAchieve the Extraordinary

CUSTOMER INTERACTION

HUB

1731 August 2011 | LiveOps® Confidential

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