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Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS). INCLUDING Adjunct ApplicationS. Key Trends. 2. What Keeps Contact Center Managers Awake?. Top ways to address concerns. Customer experience improvement (Self-service) Business process optimization (Self-service) Agent desktop optimization (CTI)

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Contact Center as a Service (CCaaS)

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  1. Contact Center as a Service (CCaaS) INCLUDING Adjunct ApplicationS

  2. Key Trends 2

  3. What Keeps Contact Center Managers Awake? Top ways to address concerns • Customer experience improvement (Self-service) • Business process optimization (Self-service) • Agent desktop optimization (CTI) • Analytics Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013

  4. Shift to Cloud-Based Contact Centers 27% lower annual contact center costs Source: Aberdeen, Transitioning your Contact Center from On-Premise to the Cloud, April 2013 Source: ContactBabel, The US Contact Center Decision-Makers’ Guide, 2013 4

  5. Functionality Benchmarks and Future Plans 25% What majority are using 18% 8% Functionality being added 7% 15% Call routing CRM/agent desktop 39% Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013 30%

  6. TeleSpace Capabilities 6

  7. 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, 4 states) • Financial trading company (UCaaS/TPaaS, global) • Get Insured (CCaaS, health insurance) sold by ShoreGroup • Credentials • Cisco® Master Cloud & Managed Service Provider • Specializations in Cisco Collaboration portfolio • Advanced Collaboration Architecture • Advanced TelePresence • Expertise in security and quality service management • CISSP®, Cisco CCIE and CompTIA™ Security+ certifications • ITSM processes, ITIL® and PMP® certifications • Headquartered in Austin, Texas with extensive footprint • U.S. TeleSpace sales team and authorized agents • Global and North American coverage via 40+ resellers, distributors 7

  8. Lead with Cisco Powered Cloud Services UnifiedCommunications CustomerCollaboration TelePresence CollaborationApplications Same on-premise applications now available via monthly subscription 8

  9. Unmatched Strength of Quad Core Network™ • Secure design • Carrier class • Fault-tolerant • Geo-redundant • High availability • Carrier-neutral access • Independently scalable • MPLS Core • DMVPN / Mobility Core • Data Center Unified Fabric Core • Fabric Computing Core Fabric Computing Cloud Internet / MPLS Internet / MPLS Backbone Waves ASR9K ASR9K ASR9K Dallas telecom/partner peering POP Ashburn production data center Fabric Computing Cloud Internet / MPLS Backbone Waves Backbone Waves ASR9K ASR9K Austin production data center 9

  10. 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 10

  11. 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 11

  12. 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

  13. Working with Customers 13

  14. 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)

  15. 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 15

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