Cloud Uncovered v3
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Transcript of Cloud Uncovered v3
Cloud Uncovered A report from the Front Line on Cloud Contact Centre deployments
Alex Noble Richard Atherton
Background & Introduction
Personal Backgrounds • Richard: 12 Years working on global Contact Centre solutions & 5
Years head of BT’s Cloud Contact Centre Platform • Alex: 10 Years working in Global Contact Centres & Collaboration
for Cisco
Talking Points • Cloud Contact Centers - Definition • Feedback from Cloud Deployments
– 21 Engineers in 10 different countries – 4 Program Managers covering 10 global deployments – 25 customer contacts from 4 different continents
• What have we learned – Advice for the future
What is a Cloud Contact Centre ?
FaaS: Functionality rather than HW or SW
Location independent: Any CC Anywhere
Usage based commercial model
Flexible to meet changes in consumer behavior
Scalable to meet changes in market volumes
Minimal footprint on Agent location
Unified Service Model for all locations
Unified Security & Reporting for all locations
Virtualized contact center teams across locations
BT’s Cloud Contact Portfolio Functionality from the Cloud
Email & Chat
Contact Centre
© British Telecommunications plc 4
Overview • Companies are listing platform reliability as their #1
quality they require in a Cloud Platform • Reliability = Proven Track Record
How this trend is managed
• Robust , resilient architecture: A Cloud needs to be engineered and tested rather than just imagined
• PoP’s: Multiple locations either nationally or globally, conforming to RTD parameters
• Connectivity: MPLS, SIP and PRI’s engineered to provide Contact Centre functionality
• Resilience: Geographic, Functional
• Have you done this before?
Feedback #1 Reliability, Reliability, Reliability High Demand for a Proven Track Record
Feedback #2 Concurrency of Agents…??? How Much Capacity Do We Really Need?
Overview • Engineer to meet Peak Capacity • Pay for what you use…not more
How this trend is managed
• How Many Agents
– Total Agent Population
– Concurrency per site
– Total Concurrency
• The Algorithm: How is usage measured
• Active/Non-Active: When is an agent not counted – logged out or not available.
• Current Observation:
– Agent Concurrency lower than expected
– Averaging 40-50% of Total population
Feedback #3 Unify First Then Evolve A Contact Centre Business Must Evolve in a Cloud Model Overview • Customer Service Models must be aligned • Contact Centre Autonomy Changes
How this trend is managed
In Order of Priority
• Produce a universal customer service process
• CRM System Unification across CC sites
• Business Process Modelling:
– e.g. Replacing OOO IVR with geographic overflow to virtual skill-group
• Universal Reporting
• Unification of KPI’s
– AHT / FCR etc
Overview • Who controls the CC platform and how? • How is performance of a cloud platform measured?
How this trend is managed
• Multiple layers of access provided
– Administrators / Managers / Supervisors
• Segregation: Where required to retain autonomy
• SLA Measurement
– Old: Platform Availability
– New: Functional Availability
Feedback #4 Control & Performance Measurement Cloud Control & Functional Service Levels
Predicting the future……..?
22% increase in UK cycle to work rate in 2013
1 in 10 young people spent money on cassettes in March 2014
Fasted Growing European
Economic City
Izmir, Turkey Athens, Greece
Fastest Declining European
Economic City
Overview • The next generation of consumers is difficult to predict • “ Faster than Expected”
– Growth and decline of: – MNC’s – Sectors – Global Markets
How this trend is managed
• Minimal investment to:
– Enter or withdraw from a new geographic market
– Introduce new functionality
• Disaster Recovery: Immediate shocks can be overcome
– Ash Clouds, Floods, Product Recalls
• Growing interest in Knowledge Management……..
Feedback #5 The Future is Unknown? Cloud adoption is fuelled by uncertainty
What Have We learned – Advice for the Future
Build a solid “Cloud” – Network, Data centres, Resiliency
Concurrency is the key to ROI performance
Don’t lose Control – build a solid management portal
Don’t try to predict the future – with Cloud you don’t have to
© British Telecommunications plc 11
Move to Cloud and only then start evolving