Transcript Document
Contact Center
as a Service (CCaaS)
I N C LUDING A DJUN C T A PPL I C ATIONS
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
Key Trends
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What Keeps Contact Center Managers Awake?
Overall
Priorities
Topics
Large
(200+
agents)
Medium
(51-200
agents)
Small
(10-50
agents)
44%
Increasing revenue
√
√
42%
Improving customer satisfaction
√
√
√
24%
Reducing costs
√
21%
Achieving set metrics
√
√
21%
Improving first-call resolution
16%
Growing/maintaining staff
15%
Improving staff morale
13%
Decreasing staff attrition
√
Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013
© 2013 TeleSpace. All rights reserved.
Top ways to address concerns
Customer experience improvement (Self-service)
Business process optimization (Self-service)
Agent desktop optimization (CTI)
Analytics
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Shift to Cloud-Based Contact Centers
Percent of Companies Validating Top Advantages
64%
27% lower annual contact center costs
63%
67%
Easier system changes
Better TCO
Source: Aberdeen, Transitioning your Contact Center from On-Premise to the Cloud, April 2013
More powerful or
extended functionality
Source: ContactBabel, The US Contact Center Decision-Makers’ Guide, 2013
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Functionality Benchmarks and Future Plans
Currently using
today
Likely to implement in
<12 mos
95%
3%
84%
7%
IP infrastructure
77%
6%
ACD/PBX functionality
81%
4%
Email
64%
8%
Touchtone IVR
69%
8%
MIS
65%
9%
51%
18%
43%
18%
37%
4%
33%
14%
7%
27%
10%
Automated speech recognition
15%
22%
10%
Call routing
39%
CRM/agent desktop
30%
Technology / Application
Headsets
Call recording
What majority are using
Workforce management
25%
18%
Web chat
Functionality being added
Outbound dialer
Customer service mobile app
Analytics
Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013
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8%
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TeleSpace Capabilities
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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)
One of America’s top 3 homebuilders (TPaaS, real estate)
Get Insured (UCaaS/CCaaS, health insurance) sold by ShoreGroup
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Lead with Cisco Powered Cloud Services
Unified
Communications
Customer
Collaboration
Collaboration
Applications
TelePresence
Same on-premise applications now available via monthly subscription
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Unmatched Strength of Quad Core Network™
Secure design
Internet /
MPLS
Carrier class
Internet
/ MPLS
Fault-tolerant
Backbone Waves
Geo-redundant
High availability
Fabric
Computing
Cloud
ASR9K
ASR9K
ASR9K
Dallas
Ashburn
telecom/partner peering POP
production data center
Carrier-neutral access
Independently scalable
Backbone Waves
Fabric
Computing
Cloud
Internet
/ MPLS
Backbone Waves
MPLS Core
DMVPN / Mobility Core
ASR9K
Data Center Unified Fabric Core
Fabric Computing Core
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ASR9K
Austin
production data center
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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
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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
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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
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Working with Customers
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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)
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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
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Thank you.
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