Session Title • Session 510

Cloud Meets Contact Center: From Zero to Hero in 14 Days!

By Heather J. Donnelly, PMP, HDI & ITIL v2F/v3F Certified

HDI Certified Instructor

Meet The Presenter • Heather Donnelly, PMP, brings nearly 30 years

of experience specializing in Program/Project Management, as well as Help Desk, Support Center, Contact Center, Call Center and Desktop Support management and operations

• A PMI-PMP Certified Project Manager, Shipley Proposal Consultant and Help Desk Subject Matter Expert, Heather's experience spans Government, Healthcare and Commercial work. Holds HDI and STI Certifications as a Director, Manager, Team Lead, Analyst and Knowledge Manager as well as ITIL Foundations Certifications in both Version 2 and Version 3

• Certified Instructor for HDI

What attendees will learn

• The benefits of the cloud contact center model

• Proven strategies for deploying a cloud contact center in 14 days or less

• What kind of ROI to expect from a cloud contact center

• How to unite agents in multiple locations into one virtual call center

• Case study – EPA’s Safe Drinking Water Hotline

How Did I Do It?

• Task at hand and what led me to my decisions (step by step)

• Researching vendors/price quote/feasibility

• Implementation plan

• Potential roadblocks and overcoming them (greetings recording, etc.)

• Go Live & Operations Mode

• Success!

Poll Question

What type of Contact Center are you using today?

A. Premises Based Solution from major vendors such as Cisco, Avaya, Interactive, etc.

B. Premises Based Solution for other vendors

C. Hosted Contact Center Vendor

D. None

Poll Answer

Cloud vs. On-Premises

• On Premise installations fail to meet expectations and/or budgets 55% of the time.

• Implementation and customization expenses are frequently greater than hardware and software price combined

• Lifetime operating and maintenance expenses exceed technology costs over time

• Difficult to maintain, modify, and upgrade without throwing more money at your solution

• Must plan scheduled downtimes in advance for maintenance, etc.

• Not easily scalable

Contact Center ROI • Items to consider in your calculations

– Revenue/Cost per Call or Contact – Skills Based Routing – Improves FCR – CTI/Screen Pop – Reduces Handle Time – Chat/Email – Measure, Track, Respond – IVR – Right Work to Right Resource – Web Callback – Reduce costs, Improve Accuracy – Lost Revenue/Increased Customer Sat – Abandoned Calls and

Contacts – Call Recording – Quality Assurance – SLAs – Performance vs. Competition – Remote Workforce – Benefits of Home Agents/Retention – Ability to: Optimize Staff, Quality Monitoring, Improve Training,

Track Agent Performance and Availability, Cradle to Grave Reporting, Just in Time Metrics

– Customize on the fly

Key Benefits of the Cloud

Critical Success Factors When Moving to Cloud Contact Center Solutions

Evaluating Cloud Contact Center Solution Providers

• Consider those ‘Challenges’

– Scalability

– Customizability

– Security

– Total Cost of Ownership (TCO)

Contact Centers: Complicated, Costly & Inflexible

Contact Centers: Complicated, Costly & Inflexible

Contact Centers: Complicated, Costly & Inflexible

Managing the Transition

Migration to/from the Cloud

Cloud Based Contact Center Alternative to Premises Based

Contact Center Software in the Cloud

Cloud Brings You Agility

Cloud = Higher Customer Satisfaction Your Customers Your Business • Leading

Technology • Productive

Agents • Business

Flexibility

• More Sophisticated Service

• More Customer Touch Points

• More Responsive

A Better Way

• Simpler – No IT Involvement – No specialized hardware or

software

• Faster to Implement – Days vs. Weeks/Months

• Cheaper – TCO about 25% to 66% less then on

premises solutions

• Nimbler – Agents may be provisioned in

minutes – anywhere

• Powerful – Rapid time-to-value – Easy to use and administer – Higher customer satisfaction – 100% Uptime!

Cloud Contact Center

Internet

Agent/Supervisor Workstations

VoIP, Standard Phone or Computer

Public Telephone Network

Cloud Data Center

Customer Contact via email, chat, web callback,

desktop sharing

Internet or Private

IP Network

Public Telephone Network

Benefits of the Cloud Model

Reasons to Migrate to the Cloud – Situations that require companies to consider

making the switch

• Business even causes a trigger

• Current technology does not have flexibility

– Companies have infrastructure to run business; something changes in business; card stack crashes down; some event that causes you need to seek new opportunity; product reliability

• Known cost structure

Key Factors to Success • Really define your needs

– Organizational (not replicating what you are doing today; how are needs evolving over time?)

– Do your homework up front – what is driving you to seeking another solution?

– Make certain that you involve I/T or Business Unit (if driven by I/T) so you have all stakeholders invested in solution – Needs are documented and considered early on (you don’t want

I/T to find out too late and throw a monkey wrench into it; bring them in early to the project • Not with platform itself but it becomes infighting within business units

themselves • Fail to recognize the importance of I/T in the evaluation equation • Make certain that provider you choose has I/T skills to supplement

Cloud and Integration

• How well do cloud solutions work with existing applications (CRM, Analytics, Call Recording, Workforce Management, etc.) – Look for someone that has depth of bench internally

– Can support a client of your size and your applications; if custom interfaces have to be designed (custom systems/home grown) what it will cost and how that will affect decision

– Does provider have actual experience with integrations? References? Systems outside of their hosted/cloud solutions they provide

Commitment Tine

• If I go with a cloud based solution, how long am I committed for?

– Typically for one year; in most cases, monthly agreements are available; good for outsourced call center/seasonal operations with high fluctuation of agents

Home Based Agents

• How do cloud based systems facilitate the use of home based agents? – Agent location doesn’t matter

• Only need high speed internet connection

– Easy integration

– Flexibility

– Virtual desktop (agent will always have latest upgrades)

– Scalability (on-boarded/trained quickly)

– Training can be done online; chat, email, tier tutoring

Biggest Drivers to Move

• What are biggest drivers for moving customer interactions to a cloud based service? – Biggest reason is that there is one piece of

infrastructure that is ‘aging out’ where mfg. is not providing support; practical motivation for moving to cloud platform

– Benefits of cloud platform are very obvious; proven over studies and actual use; scalability; pricing, cost efficiency; proven over time;

– Will this integrate with _______? What if it doesn’t work with the IVR we just put in? The CRM? Complex integrations w/o rollbacks (from vendor)

Size Threshold Decision

• Is there a size threshold that should make your decision? – Seen it based around # of agent positions rather than

call volume

– 25-50-75 agent positions; historically you wouldn’t want your 1000 agent call center in the cloud

– What are your cloud options? What does it mean to their organization? Does that mean that everyone ends up in the cloud? NO

– There is a private cloud option; trending 100-200-300 agent call center is growing towards the cloud

Outbound Notifications

• How will multimedia outbound notifications be accommodated with a cloud solution? – Proactive outbound notifications (boosts customer

satisfaction) • Let me know when my plane will be delayed • Let me know when my package will be delivered • But only let me know when I want to know and how I want

to know

– Pay by transaction rather than by the minute – How do you handle an outbound transaction that

turns into an inbound transaction w/o loss of service or information (effectiveness)

Chat

• How will ‘click for assistance’ Chat for customer service turn it into a chat session or a live phone call (another tool in your bag of tricks) to help customers

• Many cloud solutions have chat capability

Poll Question

Answers

Agent Monitoring

CRM/Ticketing Screen Layout

Adding Fields on the Fly

Historical Reports

How to Turn Up a Cloud Based Contact Center in 14 Days or Less

Here’s How I Did it!

Timeline – April 1-30

• Phone call from client in late March • Exploring options/learning about contract • What technology are we going to use? • Who owns the 800#? How long to port over? • Research cloud based contact center vendors • Who has a CRM/Ticketing system? • How many agents and where? • Obtain/Test Headsets • Work flow/menus • 11th hour crisis with voice recording • Agent Training (Customer Service Skills) • Agent Training (Safe Drinking Water Hotline & App) • Subject Matter Expert Escalation Process • Reports: monthly, quarterly, annually

Safe Drinking Water Hotline

• 1-800-426-4791 www.epa.gov/safewater

Step by Step Plan

Step by Step Plan

Tools of My Trade

Samsung Droid Charge

Easy Voice Recorder APP for Android – FREE!

HP Pavilion g7 Laptop

Safe Drinking Water Hotline

Plantronics Savi W730 Wireless Headset

EyeBeam Softphone

English to Spanish Voice Translation http://imtranslator.net/translate-and-speak/

Type English Text Here and Hi-light text to select it

Press Translate Button

Translated text appears here and is spoken by male or female (you choose voice)

Menu Workflow

Burning the Midnight Oil

Success!

• Time to Celebrate at 4:01 PM on Monday, April 30th!

• 800 Number successfully ported to cloud based solution

• Several hours of live testing were performed using all menu functions

• We were ready to go for 10:00 AM May 1st!

Thank You For Attending

• What Questions Do you Have?

• Please complete your meeting evaluation form