Is It Time to Move Your Contact Center to the Cloud?
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1 © 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. IS IT TIME TO MOVE YOUR CONTACT CENTER TO THE CLOUD?
Transcript of Is It Time to Move Your Contact Center to the Cloud?
1©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
ISITTIMETOMOVEYOURCONTACTCENTERTOTHECLOUD?
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AGENDA◉ What’sthecurrentstateofthecontactcentermarket?◉ Whyiscloudgrowthreachingcriticalmass?
● Whyareon-premisescontactcenterslosingsharetocloud?● What’skeepingsomeorganizationsfrommoving?
◉ Whendoesincreasedbusinessagilitytrumpcostsavings?● WhataresomeoftheTCObenefitsofcloudvs.on-premises?
◉ Howdoesclouddrivegreatersimplification?◉ 3questionstoask—todetermineifnowisthetimetomove.
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CURRENTSTATEOFAFFAIRS◉ ContactCentermarketevolvingintoIntegratedSuitesasaService◉ Customersdemandnewchannelsandconnectedconversations◉ Realbenefitofcloudtoorganizationsoverallothers—isagility◉ Researchconductedforthisnewreport
© 2016 Forrester Research, Inc. Reproduction Prohibited 4
© 2016 Forrester Research, Inc. Reproduction Prohibited 5
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CLOUDGROWTHREACHINGCRITICALMASS
◉ Cloudinahigh-growthphase● Vendorsreporting20%growthrates
● On-premisesgrowthremainsflat● Forresterforecasting22%subscription
growthin2016● ‘Public’cloudinfrastructurelike
Amazonhavereachedsignificantlevelofmaturity
◉ Organizationalconfidenceincloudishigherthaneverbefore
© 2016 Forrester Research, Inc. Reproduction Prohibited 7
© 2016 Forrester Research, Inc. Reproduction Prohibited 8
9©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
WHAT’SHOLDINGYOUBACK?
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BUSINESSAGILITY◉ IncreasingBusinessAgilityTrumpsCostSavings◉ Agilitydefined
● Improvedflexibilityformorerapidresponses
◉ Morechannels=morehappycustomers◉ Financialagilitymeansseveralthings,including
TCObenefits● Opexvs.Capex● Time-to-valueofnewcapabilities● Immediatescaleupanddowntomeetseasonal,
campaignburstingneeds● Simplicityofmanagement
© 2016 Forrester Research, Inc. Reproduction Prohibited 11
Social
Web
In Person
Phone
Mobile
Customers Are Crossing Engagement Channels
Browse Community
Forum
Browse Facebook
Page
Browse A Company Website
Tweet About A Company
Email A Company
Service Agent
Navigate an IVR On A
SmartphoneReceive Info
Via SMS
Transfer To Service Agent
Visit An In-Store Sales
Agent
© 2016 Forrester Research, Inc. Reproduction Prohibited 12
© 2016 Forrester Research, Inc. Reproduction Prohibited 13
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CLOUDTOTALCOSTOFOWNERSHIP◉ Cloudsuitesarebecomingmorecosteffective
● Morebundlingofcapabilities● Publiccloudinfrastructurehasgottencheaper,richersinceintroduction
◉ Cloudsuitesreducingcomplexmultivendorenvironments● PCI,othercompliancealreadyhandledinthecloud
◉ Hidden,on-premises‘overhead’andopportunitycosts● Projectmanagement,teaminvolvementduringupgradecycles
Greateragility,fasterdeploymentsprovidestrategicandbusinessadvantages:
• Abilitytoburst;scaleupanddowntomeetseasonalneeds• OPEXfundingsometimeseasierthanCAPEX
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CLOUDDRIVINGSIMPLICITY:ACROSSPEOPLE,PROCESSESANDIT
◉ Implementationandconfigurationsimplicity● Deploymentandadaptation—fasterto
turnupandstartusing● Distributedagentsandnewregionseasier
toadd,manage● WhyisintegrationwithCRMandlegacy
systemsofteneasier?● APIsandRESTfulinterfacessimplify
integrationandcustomizations
◉ UX(UserExperience)simplicity◉ Technologyupgrades—continuous
improvements
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CLOUDSIMPLICITYFORAGENTS,SUPERVISORS,MANAGERS
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SUMMARY◉ Cloudcontactcentersin
ahighgrowthphase◉ Lookmoreforagilityand
forcostsavings◉ Cloudisdrivinggreater
simplificationacrosspeople,processesandIT
◉ Inspectwhatyouexpectfromyourcloudcontactcenterprovider
◉ Architectureandroadmapsareimportant
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3QUESTIONSTOASK–TIMETOSTARTYOURMOVE?◉ Areoutdatedorend-of-lifetechnologies
keepingyoufrommeetingcustomerdemandsforengagement?
◉ Doyouneedtoconsolidatemulti-vendoron-premisesinstallationsandmanagement?
◉ Arenewcapabilitiesorlocationsneededwhichrequiregreaterflexibilityandfasttimetoimplementation?
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CHOOSINGTHERIGHTCLOUDVENDORWhattoLookFor:1. Financialstability2. Scalablecloudarchitecturewithprovisionsfordataisolationasdesired3. Secureglobalplatformwithhighavailability4. Successplanstomapresultstoyourbusinessobjectives5. Therightcustomerreferences–yoursize,inyourindustry6. RoadmaptosupportIoT,mobile-first,thesocialspectrum,andnewvoiceapplicationslike
SkypeforBusiness
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BEST-OF-SUITECAPABILITIES◉ Inbound Voice◉ OutboundEngagement◉ MultichannelEngagement◉ Self-Service◉ Workforce andQualityManagement Admin BasicIVR Routing Designer Reporting Interaction AgentRecording
Users
Skills
Resources
Multi-Channel
BasicStrategies
RealTime:Pulse
InteractiveInsights
BasicReports
WorkspaceWeb
InboundVoice
Chat
DTMF
RESTfulAPI ToBack-End
VoiceApps
Routing
Full-Time
RESTfulAPIToBack-End
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GENESYSGLOBALFOOTPRINT
WesternCanada
Toronto,ON,Canada
Slough,UK
India
Singapore
Sydney,AUAmsterdam,NLAshburn,VASanJose,CA
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www.genesys.com/about-genesys/newsroom/news/genesys-and-microsoft-expand-relationship-to-deliver-world-class-customer-experiencewww.genesys.com/about-genesys/customer-stories/atom-bankwww.genesys.com/about-genesys/customer-stories/red-hatwww.genesys.com/about-genesys/newsroom/news/genesys-cloud-contact-center-solution-selected-by-red-hat-to-transform-custwww.genesys.com/about-genesys/newsroom/news/cartrawler-selects-genesys-to-drive-customer-service-across-the-globe
CUSTOMERSUCCESS
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“GenesysandMicrosoftshareajointvisiontoconnectusersinmorepersonalways.WebelieveGenesysisaleaderinthecontactcenterspaceandtogetherwewilltransformthewaycustomersengage,bothinsideandoutsidethebusinessusingchat,voiceandvideo.”
ZigSerafinCorporateVicePresident,Microsoft
Challenges• Displacedtechnologyhadterriblereportingandanalyticscapabilities.AnychangestotheIVRcausedmultipleproblems.
• BusinessIntelligenceandanalyticswereimportantcomponentsoftheon-demandsolution.
Solution• Oneoftheworld’slargestcontactcentersystemsthatwillextendtheSkypeforBusinessPBX,conferencingandmessagingsystemalreadyuseddailybyapproximately100,000Microsoftemployeesglobally.
• GenesysnowcollaboratingwithMicrosoftonaglobalcloudsolutiontobringnextgenerationcustomerexperiencestocustomers
Results• IntegrationofSkypeforBusinesswiththeGenesysCustomerExperiencePlatformenablescustomersandcompaniestoseamlesslyengagethroughvideo,voiceandinstantmessaging.
• Personalizedone-to-oneengagementisnowapracticalrealityacrosstheentireorganization.Customersconnectedwiththebestsubjectmatterexpertinanydepartmentandlocation.
Industry TechnologySectorRegionNorthAmerica
MICROSOFTCORPORATION
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“WithacloudcontactcentermodelfromGenesys,we’vebeenabletoreducemaintenanceexpense,whilemeetingourglobaldisasterrecoveryandbusinesscontinuityrequirements.”
LeeCongdon,CIO,RedHat
Industry SoftwareRegionGlobal
Challenges• Createtruebusinesscontinuityandhighavailability.• Connectregionalcontactcentersilos.• Supportrapidgrowth.
SolutionGenesysCustomerExperiencePlatformestablishedaglobalvoicequeueforinboundcallsprovidinga“followthesun”solutiontoservecustomersacrossallglobalregionsthroughouttheday(includingcentralizedrouting,reporting,WFMandIVR.)Thislaysthe foundationforfuturephaseswhichwilldriveadditionaloperationalvisibilityandfunctionalitysuchasauniversalqueueofcustomerinteractionsacrossalltouchpointsandchannels.
Results• Unmatchedredundancyforbusinesscontinuity.• Handlemorevolumewithexistingstaff.• Abilitytotakecallsinminutes(insteadofdays)incaseofanoutage.• Improvedcustomerservicebyroutingcustomerstoqualifiedagentsthefirsttime.
Globalvoicequeuesupportingaunified,virtualteam
REDHAT
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RESOURCES◉ ForresterReport:“IncreaseCustomerServiceAgility
WithCloudContactCenters”◉ ForresterTEIStudy:TotalEconomicImpact™
oftheGenesysOmnichannelEngagementCenterSolution
◉ WhitePaper:ContactCenterManagers’RoadmaptotheFutureintheCloud
◉ eBook:ContactCenterEconomicsandtheCloud:MovetotheCloudwithConfidence
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