the new cloud contact center

VoltDelta Cloud Contact Center & Voice Self-Service Solutions

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Contact Center Channel Preference

Telephone (Live Agent)

70.6%

Fax 2.2%

Text Chat 2.1%

Other 2.0%

SMS 0.7%

Social Media 1.6%

Letter 1.7%

Source : Contact Babel - The U.S Contact Center Decision-Makers' Guide - 2013

Telephone remains as dominant form of preferred communication

Multichannel contact appears to be accelerating

Many Contact Centers also support Email

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Common Contact Center Challenges

Multichannel Communications – Lack of integration between channels impacts customer care

Multiple vendors with Legacy Systems – “Evolution” by adding channels (and vendors) over time – Legacy system forklift upgrades and/or End or Life systems – Reporting disparities

Capital Intensive – Hardware installation, maintenance upgrades

Complex Integration – Computer Telephony + Networking (SIP) to backend systems

Scalability and Reliability – Loss of service especially during seasonal and unexpected spike call

conditions.

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Cloud Contact Center Components

Multichannel

Skills-based Routing

Remote Agents

Whisper

Personalization Agent Observation

ACD

Call + Agent Screen

Recording

Virtual Queues

Agent Desktop

CTI

Reporting & Management

Platform

Process

Analytics

WFM

Dialer

VoiceXML Applications

ASR/TTS

IVR

HR

Order Entry

Help Desk

ERP

User Data

CRM

Systems Core Applications

Voice Email Fax Chat SMS Co-Browse Social

Media

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What is a Virtual Contact Center?

Hosted in the “Cloud” Automatic Call Distribution (ACD)

– Intelligent Call Routing

Central Management/Control – Queues – Call Monitoring – Agent Assist

Agents “Anywhere” Redundant & Secure Scale for Call Spikes (Vendor Specific)

Virtual Contact Center

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Cloud Contact Center Infrastructure

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Cloud Contact Center Value

Loyalty

Phone eMail

Web Social

Retention – Strengthen Relationships with multi-channel

experience – Boost confidence through carrier grade reliability

– Increase Conversion – Up-sell for increased Order Value

Acquisition

– Answer every call regardless of call volume – Build Brand Loyalty from “dial tone to social media”

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Moving from premise to hosted contact center results in a 51% savings over 3 years

Greater business agility Consistent experiences

across t channels are more likely to encourage satisfied and loyal customers

Frost & Sullivan Study

Cloud Contact Center Efficiency

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What Does “Agents Anywhere” Mean?

Communication only requires a Network (VoIP) or a Telephony (TDM) Connection

Extremely Rapid Deployment Calls are distributed automatically

– Intelligent call routing

Usually no agent hardware – Frequently browser based

Central supervision potentially across wide geographies

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Why "Agents Anywhere”? Geographic Agility Do not have to link agents with

switching equipment in Contact Centers

Ability to staff agents in regions where needed

Locate where qualified agents can be more easily recruited

Locate in Regions where costs are reduced

Home agents

Reduce costs for agent, technology, support and physical infrastructure

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Traditional Benefits of a Cloud Contact Center

Operational Expense – Pay per use vs. Capital Expense

Scalability – Instantly react to call spikes (vendor specific)

Rapid Deployment – No on-site hardware

Expertise & Enhancements – Take advantage of outsourced engineering, network management and

ongoing support

Rapid Deployment – An existing on demand infrastructure speeds deployment

Legacy System solution – Eliminate multiple vendor systems for agent support

Virtual Contact Center

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The “New” Cloud Contact Center Benefits

Multichannel Communications – Integrate voice, messaging, IVR, chat, etc.

CRM Enrichment – Auto-populate screens with inbound calls

Personalization – Intelligent call routing based on customer profiles

Agent Integrated Voice Self-Service – Call recording to agent on transfer to avoid repeat questions

Outbound Reach with Inbound Response – Proactive contact with an ability to respond with a speech-enabled dialog

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Cloud Contact Center Core Components

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Core Components: ACD & Central Mgmt

Intelligent Call Distribution – Send calls to agents based on location, availability, skills, etc.

Queue Monitoring and Management – Real-time call tracking with ability to reassign calls.

Agent Availability and Performance – Centrally track agent presence and call handling.

Real-time Assistance – Monitor calls with ability to “break-in” to assist agents.

Central Reporting – Graphical dashboard to monitor Key Performance Indicators (KPI’s).

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Core Components: Speech Recognition

Engaging Voice Self-Service – Prompts + accurate recognition encourage use & reuse.

Instantly Answer Every Call – No waiting for an available agent.

Large Grammar Dialogs – More complex interactions are possible.

Voice User Interface Creativity – Guidance for more rapid automated call resolution + innovative error

correction.

Automation + Agents – Easy transfer to agents upon request with “whisper’ call recording to

reduce asked for repeated data.

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Core Components: Call Recording

Voice of the Customer Evidence – Share audio files with customer care & senior management.

Agent Training – Offer actual good and poor examples of audio interactions.

Caller Satisfaction – Use call recording to provide agents with a “heads-up” upon transfer.

Call Recording Across Every Transfer – Capture the complete caller experience as a single entity including

speech recognition and transfers to agents and between agents.

Call + Agent Screen Recording – Link what an agents see on screen with recorded caller interactions to

pinpoint issue such as lack of agent information.

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Core Components: Inbound & Outbound

Inbound Agents & Automation – Answer calls with agents, speech recognition or a combination.

Proactive Outbound Dialing – Automated outbound calling with throttling to match agent availability.

Outbound Speech Recognition – Proactive outreach with speech recognition.

Inbound to Outbound Automation/Agents – Convert outbound calls to inbound speech dialogs or agent interactions.

Inbound/Outbound Scalability – Capacity to answer inbound call traffic simultaneously with outbound

calling campaigns.

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Core Components: Scalability & Reliability

Telephony & VoIP Access – Answer calls with agents, speech recognition or a combination.

Scalability for Call Spikes – Automated outbound calling with throttling to match agent availability.

SIP integration to Back-end Systems – Multi-protocol integration to databases and other systems.

Redundancy – Dual site capacity for failover and spike traffic handling.

Network Operations Center – 7x24 network monitoring and management with proactive analysis.

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Added Components: Agent Desktop / CRM

Contact Data to Agent Screens – Immediately pre-populate screens with caller detail.

Agent Access to Intelligence & Knowledge Base – Present agents with information possibly “personalized” for each caller.

Multi-Channel Solution – Integrate calls with chat, email, social media and other forms of contact.

Rapid Call Completion – Drive more quickly to call resolution via intelligence presented to the

agent.

Data Immediately Accessible – Call detail becomes available to all channels and the organization.

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Cloud Contact Center Answers

Multi-channel Communications – Integration between channels enables virtual contact centers to allow

customers & prospects to chose their contact of choice without capital expense for additional hardware.

No Problem with Multiple Vendors & Legacy Systems – Resolve managing multiple systems and legacy challenges by taking

advantage of hosted systems that do not require forklift upgrade costs to stay current.

More Efficient – Operational Expense vs. Capital Expense.

Integration Assistance – Hosted vendor assistance with linking your systems fortified with a unified

virtual contact architecture speeds integration and promotes uptime.

Reliable and Scalable (vendor specific) – Scale for unexpected call volume with hosted solutions.

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VoltDelta Cloud Contact Center and IVR Solutions: Differentiators

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VoltDelta’s Customer Experience Platform

Hosted Core Customer Care Components – Virtual Contact Center, IVR, Call Recording

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Uniquely Converged VoltDelta Platform

Virtual Contact Center, IVR, Call Recording – These core components take advantage of VoltDelta Technology, not

3rd party vendors. As a result: Superior customer care via multi-channel integration. Cost efficiency (reduced number of 3rd party vendors)

[Many vendors require 3rd party vendors for at least 1 of these components]

Automation to Agent Caller Experience – WhisperTel technology utilizes call recording to provide agents with a

word or phrase “heads-up” if transferred from speech recognition. [3rd party call recording used by many vendors make it difficult to integrate call

recording across channels]

Inbound and Outbound – Convert an outbound call to an inbound voice self-service [Many other vendors cannot easily integrate inbound & outbound due to

deployment of disparate systems, frequently from 3rd party sources]

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Uniquely Scalable & Reliable

More than 2 Billion Calls Annually – VoltDelta’s telephony & networking infrastructure currently handles

more than 2 Billion calls/year in North America with 99.99% reliability. Systems in place that support massive call volume.

[Possibly no other virtual contact center vendor in North America supports this call volume magnitude ]

Exceptional Call Spike Uptime – Proven ability to dynamically scale for seasonal & unexpected traffic [Many virtual contact center vendors struggle with unpredictable call volume

challenges]

Telephony Grade Performance – Decades of VoltDelta communications service to carriers and other

telephony providers fortify a robust communications infrastructure. [Many other virtual contact center vendors have evolved their systems over time

and may struggle when even smaller contact centers encounter high call volume ]

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Remarkably Effective Call Recording

VoltDelta Call Recording Technology – Does not require a 3rd party vendor for call + agent screen recording [Most other virtual contact center vendors partner for call recording]

Captures Entire Experience Through Every Transfer – Can see transfer points in user interface and track entire call. [Some virtual contact center vendors can only record within each channel]

Automation to Agent Customer Experience – A word or phrase recording can be presented to agents upon transfer

from a VoltDelta speech recognition application . [This is not commonly supported by most vendors. Also, some other vendors

struggle with recording responses AND prompts in a speech recognition dialog]

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Patent-Pending Speech Recognition

VoltDelta CrystalWAVE technology – Utilizes multiple simultaneous grammars with context sensitivity. [Enhances standard speech recognition engine performance for large grammars]

More Accurate Especially for Large Grammars – Exceptionally effective in disambiguating like sounding words. [Complex dialogs with product names, streets, etc. are challenging for many

vendors without the benefit of CrystalWAVE]

Reduced Tuning – Costly ongoing tuning is minimized with CrystalWAVE [Cost benefits over time for large grammars can be significant compared to other

vendors]

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VoltDelta CRM – Oracle/RightNow

Computer Telephony + Multi-Channel – Calls + chat, email, and Social Media to the agent’s desktop. [Computer Telephony powers the Oracle RightNow CX agent desktop]

Universal Contact Queue – Prioritizes calls over email & chat incident presentation. [Some CRM systems may only present some channel of contact without

precedence of importance]

Integrated VoltDelta Media Bar on Agent Desktop – Provides agents with consult to supervisor, agent transfer & more. [Few Virtual Contact Center vendors provide an integrated software solution to

CRM, allowing agents to use a familiar interface with enhanced telephony features]

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A team approach dedicated to your support Industry leading experience Based on relationship Managers focused on your success 7x24x365 Proactive outreach Incident tracking & auditing Broad geographic coverage

Customer Support

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Layers of Defense Team of Certified Security Professionals PCI Compliant High Availability Security Decades of Experience

Security

Layers of Defense

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Conclusion

Evaluate Virtual Contact Center Solutions – Benefits include enhanced customer care, business agility and

cost savings.

Understand Virtual Contact Center Components – Take advantage of technology to route calls with intelligence

and speech to enhance satisfaction and encourage loyalty.

Review Virtual Contact Center Vendors – Pay particular attention to experience, security, and resources

that support scalability and reliability .

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About VoltDelta

Virtual Contact Center & Voice Self-Service Solutions Data Centers and Customer Care applications within

and beyond North America

More than 2 Billion calls/year at 99.99% reliability Multichannel solutions with CRM integration

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Contact VoltDelta

www.VoltDelta.com info@VoltDelta.com twitter.com/voltdelta news

VoltDelta is part of the Volt Information Sciences family of Talent, Technology and Consulting organizations. Please visit www.volt.com

The information contained herein is provided for information purposes only, is intended only to outline (VoltDelta’s) presently anticipated general technology direction and is therefore subject to change. The information communicated is not an obligation to deliver any product, product feature, service, service feature, software, software upgrade or functionality and VoltDelta’s version of the (Hosted Solution operating system) may vary. None of the information should be interpreted as a commitment on the part of VoltDelta.