time to re-visit your cloud contact center decision
TRANSCRIPT
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