cloud-based contact center infrastructure benchmark findings
TRANSCRIPT
Customer-Focused Strategy, Operations & Technology
Cloud-Based Contact Center InfrastructureBenchmark Findings
November 2013
© 2013 DMG Consulting LLC 2
Top Contact Center Initiatives Planned for 2014
Answer OptionsRank for companies that currently host
Rank for companies that plan to host
Improve agent productivity 1 1Increase use of self-service 2 3Add new channels 3 4Reduce cost of service 4 2Enhance reporting/analytics 5 2Achieve consistency of service across channels 6 8Build a voice of the customer program 7 6Add Web chat 8 7Implement at-home agent program 9 5Implement a social customer care program 10 8Address regulatory and compliance requirements 11 9Other 12 8Note: Other: CTI integration, globalization or "follow the sun" support, and achieving a high-availability environment
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 3
Cloud-Based Systems Currently in Use
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 4
Channels Currently Supported: Premise vs. Cloud
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 5
Channels Planned in the Next 18 Months
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 6
Social Media Channels Used for Customer Service
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 7
Reasons for Purchasing a Cloud-Based Solution
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 8
Biggest Concerns About Purchasing a Cloud-Based Contact Center Solution
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 9
Top Challenges Dealing with your Cloud-Based Contact Center Vendors
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 10
Satisfaction Levels with Cloud-Based Contact Center Vendors
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC 11
Satisfaction Levels with Cloud-Based Contact Center Solutions
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC 12
When are you planning to implement a cloud-based system or application in
your contact center?
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC 13
Who is Using Cloud-Based Systems in Customer Service or Contact Center?
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC 14
Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
© 2013 DMG Consulting LLC 15
Geoff Mina: CEO & Co-Founder of Connect FirstGeoff is the primary architect of the Connect First platform. He has taken the product through four generations in an insatiable desire to develop the most full-featured, highly scalable, fault tolerant and secure cloud-based contact center solution on the market.
Previously he was a senior level software engineer at Prosodie Interactive where he managed a team of developers responsible for deploying and managing a speech-enabled VoiceXML platform for Pfizer Pharmaceuticals Inc. Prior to Prosodie Interactive, Geoff was involved in building secure enterprise grade e-commerce software for Mountain Media, a provider of e-commerce and content management systems.
© 2013 DMG Consulting LLC 16
Reliable Scalability
In-House Customer Care
Agile Integration
Our key strength is service reliability, performance and
scalability.
Each unique environment demands a unique approach to
integration.
Customer satisfaction is the primary focus at
Connect First.
© 2013 DMG Consulting LLC 17
Top Challenges Dealing with Cloud Based Contact Center
Vendors
· Platform reliability
· Responsiveness to change requests
· Inability to perform custom integrations
· Inability to integrate with 3rd party applications
· Scalability
· Customer service and support
© 2013 DMG Consulting LLC 18
Thank You!
Learn more about the call center industry and 2014 trends by visiting the Connect First Resource Library
www.ConnectFirst.com