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“ • The Cloud Contact Center: — The What, Why and How Gary Baxter | 647.822.4279 | gary.baxter@inContact.com
75%of applications in the contact centerwill require an overhaul to keep pace with shifting business needs — Over the next 5 years
Your Moments of Truth What’s it like for a customer to interact with your employees?
Care: The Difference for Customers • Re-Purchase Probability • Customer Situation • 78% • Product with NO problems • 32% • Product with problems and an ineffective Customer Care Center • 89% • Product with problems and an effective Customer Care Center Source: BenchmarkPortal Inc. / Purdue University
“ Customerexperience is now the battleground for competitive advantage. The company’s competitive advantage depends on delivering a consistent, satisfying customer experience. ” — Pepper & Rogers Group
Increasing Complexity for Contact Centers Self Service The Great Equalizer The Game Changer Channel Explosion Mobile Social Media
Evolution of the Contact Center ACD IVR REPORTING CTI PBX WFM RECORDING CBT CSAT REMOTE AGENT EXTENDER E-MAIL/CHAT
The Cloud Contact Center Neverfear… …the cloudis here. 9
Is It Real? FAUX 10
What Is ‘Really’ Cloud? • Cloud • Multi-tenant • Redundant • Software-as-a-Service • Real-time scalability • Operating expense • No maintenance orupgrade costs • Disaster recovery • Hosted • Not multi-tenant • Redundancy notavailable or expensive • Operating andCapital expenditure • Additional capitalexpense to scale • No inherent disasterrecovery
Big Benefits For All • Agent • No more toggling between disparate systems • Empowered with better/faster customer data and workflows • Supervisor/Manager • Manage all inbound and outbound interactions • Intuitive and consolidated reporting across systems and channels • Holistic view of agent and customer activity • Customer • Single information flow • Less repetition of account information • Quicker resolution • Stellar experience regardless of channel
Making It Simple • Overlay your existing infrastructure without additional investment • Get an immediate ROI through pay-as-you-go model and small upfront cost • Remove complexity of day-to-day management • Instant built-in scalability, redundancy, security, hosting and IT expertise • Enable at-home and multi-locations
“ inContact is doing for the contact centerwhat Salesforce.com did for CRM. — Piper Jaffray ”
Building Tomorrow’s Contact Center, Today! • Cloud technology pioneer – 100% focused since 2003 • Unparalleled customer satisfaction • Supported 100% by inContact experts • 1,600+ implementations • 85,000+ agents “ inContact has assembled and refined a versatile and expanding all-in-one cloud global contact center platform backed by a communications backbone. ”