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Contact Center as a Service (CCaaS). INCLUDING Adjunct ApplicationS. Key Trends. 2. What Keeps Contact Center Managers Awake?. Top ways to address concerns. Customer experience improvement (Self-service) Business process optimization (Self-service) Agent desktop optimization (CTI)

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Presentation Transcript
slide1

Contact Center

as a Service (CCaaS)

INCLUDING Adjunct ApplicationS

slide3

What Keeps Contact Center Managers Awake?

Top ways to address concerns

  • Customer experience improvement (Self-service)
  • Business process optimization (Self-service)
  • Agent desktop optimization (CTI)
  • Analytics

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013

slide4

Shift to Cloud-Based Contact Centers

27% lower annual contact center costs

Source: Aberdeen, Transitioning your Contact Center from On-Premise to the Cloud, April 2013

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide, 2013

4

slide5

Functionality Benchmarks and Future Plans

25%

What majority are using

18%

8%

Functionality being added

7%

15%

Call routing

CRM/agent desktop

39%

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013

30%

slide7

Corporate Snapshot

  • Broad, fully-integrated TeleSpace℠ Cloud Services
    • UCaaS (hosted Unified Communications)
      • UCaaS P1 Interconnected VoIP (eligible for E-rate)
    • TPaaS (hosted TelePresence)
    • CCaaS (hosted Contact Center)
    • Innovative WAN Services for choice in how to connect
    • Managed private cloud offers
  • World-class Quad Core Network™ and Operations
    • Secure, scalable, carrier-neutral, geo-redundant design
    • One of industry’s most aggressive Service Level Agreements
  • Sample customers
    • Synergis Education (UCaaS, educational services, 4 states)
    • Financial trading company (UCaaS/TPaaS, global)
    • Get Insured (CCaaS, health insurance) sold by ShoreGroup
  • Credentials
  • Cisco® Master Cloud & Managed Service Provider
  • Specializations in Cisco Collaboration portfolio
    • Advanced Collaboration Architecture
    • Advanced TelePresence
  • Expertise in security and quality service management
    • CISSP®, Cisco CCIE and CompTIA™ Security+ certifications
    • ITSM processes, ITIL® and PMP® certifications
  • Headquartered in Austin, Texas with extensive footprint
    • U.S. TeleSpace sales team and authorized agents
    • Global and North American coverage via 40+ resellers, distributors

7

slide8

Lead with Cisco Powered Cloud Services

UnifiedCommunications

CustomerCollaboration

TelePresence

CollaborationApplications

Same on-premise applications now available via monthly subscription

8

slide9

Unmatched Strength of Quad Core Network™

  • Secure design
    • Carrier class
    • Fault-tolerant
    • Geo-redundant
    • High availability
    • Carrier-neutral access
  • Independently scalable
      • MPLS Core
      • DMVPN / Mobility Core
      • Data Center Unified Fabric Core
      • Fabric Computing Core

Fabric Computing Cloud

Internet / MPLS

Internet / MPLS

Backbone Waves

ASR9K

ASR9K

ASR9K

Dallas

telecom/partner peering POP

Ashburn

production data center

Fabric Computing Cloud

Internet / MPLS

Backbone Waves

Backbone Waves

ASR9K

ASR9K

Austin

production data center

9

slide10

Trailblazer in Service Operations

  • Resilient, Reliable, Predictable, and Accountable
  • Geo-redundant NOCs (certified technical engineers)
  • 99.99% service & infrastructure uptime guarantees
  • World-Class Support Expertise & Innovation
  • TeleSpace intellectual capital
  • Industry best practices
  • Market-leading tools
  • Proven ITSM processes

10

slide11

Contact Center as a Service (CCaaS)

  • Subscriptions can support 25 to 1000’s of users
    • Hosted agents and supervisors
    • Precision routing (most proficient agent for customer)
    • Mobile device flexibility (TeleSpace CCaaS with UCaaS Pro)
    • Reporting
  • Seamless options for best-in-class adjunct applications
    • Bucher+Suter: CRM integration
    • eGain: email, web chat & co-browse
    • Calabrio: recording voice calls & screen captures, workforce management and analytics
    • Nuance: self-service IVR (interactive voice response) and speech recognition
    • Acqueon: outbound dialer
  • Multi-customer environment
    • Individual, dedicated instance of the services you want (vs. all customers sharing same services)
  • Bursting subscription option for seasonal increased capacity needs

11

slide12

Noteworthy Distinction with TeleSpace

  • Secure, scalable and flexible Quad Core Network™
      • High reliability with our “carrier-neutral” design
      • Alternate WAN access to TeleSpace (if not using corporate MPLS circuits)
  • Single, integrated applications platform
      • Running complete Cisco Powered Collaboration portfolio
      • Managed private cloud offers for adjunct/ecosystem applications
  • TelePresence breadth
    • Support SIP- and H.323-compliant endpoints (Cisco, Polycom, LifeSize, et al.)
    • Extensive functionality (B2B, multipoint, recording, capture/transform/share)
  • Contact Center depth
      • Supports 25 to 1000’s of users (Cisco UCCX and UCCE)
      • Simplified contact center environment incorporates best-in-class partner apps
      • Multi-customer environment
  • Aggressive Service Level Agreements
      • Enjoy 99.99% service and infrastructure uptime guarantees
slide14

Simplified Business Case

  • Average 27% lower annual contact center costs for cloud
  • Line receptionists to route calls (TeleSpace CCaaS subscription)
  • Agent salary/time to answer repetitive questions and handle repeat calls (IVR, multi-channel analytics)
  • Agent recruitment & training (call recording, quality monitoring tools, workforce management)
  • Proactively reducing potential for litigation, regulatory fines (customer interaction analytics)
  • Seamless access to new functionality (TeleSpace integrated platform and bursting options)
  • Positive impact on revenue
  • Reduce churn (CTI/agent desktop optimization/screen pops and analytics)
  • Gain instant customer feedback(IVR surveys, speech recognition)
  • Increase sales conversion, customer value, and competitive response (analytics)
  • Ensure business continuity, less lost revenue (TeleSpace fault-tolerant, geo-redundant disaster recovery and 99.99% uptime)
slide15

Performance Metrics

  • Most Important
  • Customer satisfaction
    • Variety of home-grown formulas and tactics
    • Net Promoter Score (NPS)
    • Consider “Customer Effort Score”
      • “How much effort did you personally have to put forth to handle your request?”
  • First call resolution
    • More accurate with multi-channel analytics to identify repeat callers, eliminate root causes
  • Secondary
  • Speed to answer
  • Call abandonment rate (translates to lost revenue)
  • Less Focus
  • Call duration (handle time)
  • Staff attrition rates

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013

Source: Harvard Business Review, “Stop Delighting Your Customers,” July/August 2010

15