time to re-visit your cloud contact center decision

Time to Re-Visit

Your Cloud Contact Center Decision

Sheila McGee-SmithPresident & Principal

AnalystMcGee-Smith Analytics,

LLC

Felipe Rodriguez Chief Operating

Officer IntelePeer Advantone

Jay Nalli President & Chief Executive

Office Triton Technologies, Inc. 2

Presenters

2012 Webinar QuestionWhere are you with Cloud Application Deployment?

1. Just beginning to investigate cloud for applications2. Have a major cloud application project coming up3. Have already implemented a cloud service4. All-in, moving to a total cloud application

environment

3

2016 Webinar QuestionWhen will your organization move its contact center to the cloud?

1. Been operating contact center in the cloud for a few years– considering switching vendors

2. Looked at the cloud a few years ago and stayed with premises. Now re-investigating

3. Trying to understand hybrid operations better4. Not ready now, but always ready to learn

4

Growth in Contact Center Seat Licenses

2011 2012 2013 2014 2015 2016 2017 2018 2019 20200.0

0.5

1.0

1.5

2.0

2.5

Millions

5

Why the Move to the Cloud? Economic Cycles The Salesforce Effect Economies of Scale Broadband Deployment Reliance on

Mobile Devices Internet Speed of Business

A business is only as fast as its IT organization

Cloud Architectures

Private

Single Tenant

Multitenant

Hybrid

Small to Large, Low to High TechnologyShow Cloud TCO Advantage

8

Low-technology footprint, 50 agent positions, one site

High-technology footprint, 750 agent positions, up to three sites

Source: Ovum

Cloud Impact on Customer Experience

Agility

10

Customer Engagement AgilityTime to Market New market support New product support New program supportExperimentation Web Chat Social Media handling Gamification

11

Vendor Agility

Faster Innovation New Geographies WebRTC Speech analytics Language support Analytics capabilities Machine Learning

The Business Problem….

Provides solutions beyond traditional call center services to also include teleservices, technology services, and marketing execution.

Strategic partner for their customers to develop brand, acquire and retain customers. 

Moved to a cloud based solution:– Gained flexibility as cloud is elastic and

allows planning for capacity and volume based on business demands.

– Prompted the move to the cloud to ensure security and reliability

– Provided an optimal customer experience for our clients and their end users

““

We have hundreds of sales agents and 24/7 operation and support, and without the flexibility, security and cost efficiencies of Atmosphere, we wouldn’t be able to provide our customers with solutions to help decrease their costs, increase efficiencies and improve their bottom line.

S. Jay NalliPresident & CEOTriton Technologies

13

Proprietary and confidential. © 2016 IntelePeer, Inc. All rights reserved.

Chose IntelePeer’s Cloud Routing and Virtual Predictive Dialer services to perform intelligent telemarketing, business development services and sales acquisition campaigns.

Provides the flexibility and capacity to adjust for seasonality and volume.

Gained efficiencies internally using the dialer, and clients benefited from ability to route calls bidirectional to ensure tremendous call handling as well as having a seamless customer relationship.

The IntelePeer Solution…..

14

15

Cloud Routing Dashboard

16

Cloud Routing Scheduling

17

Atmosphere® VPD

Perfect For

• Telemarketing, Collections, and Lead Generation organizations• Enterprises and Call Centers looking to enable call-backs and notifications• Polling services

Key Features

• Campaign list loading and execution

• Dynamic scripting

• Real-time lead updates

• CRM / Fulfillment system integration

• Live call monitoring and recording with in-call agent/supervisor chat and whisper

• Outbound call routing based on skills and availability with preferred and backup routing

Are You Ready For Cloud Computing?

• Vendor Management: Roles, Responsibilities, Policies, Guidelines

Organizational Assessment

• Infrastructure and OperationsTechnology Readiness

Assessment

• Data Definitions • Security Levels

Data-Readiness

Assessment

QUESTIONS