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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
2
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
TeleSpace Confidential
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
4
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
© 2013 TeleSpace. All rights reserved.
8%
TeleSpace Confidential
TeleSpace Capabilities
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
6
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
7
Lead with Cisco Powered Cloud Services
Unified
Communications
Customer
Collaboration
Collaboration
Applications
TelePresence
Same on-premise applications now available via monthly subscription
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
8
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
© 2013 TeleSpace. All rights reserved.
ASR9K
Austin
production data center
TeleSpace Confidential
9
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
10
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
11
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
Working with Customers
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
13
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)
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
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
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
15
Thank you.
16