contact center trends 2014

Contact Center

Trends

Sigal Russin, CISO

Senior Analyst at STKI

sigalr@stki.info

Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph

What are you getting:

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1 2 3 4

5 6

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Cloud Status

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Source: information week

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Business Benefits

Improved business

agility

Lower total cost

of ownership

Decreased capital

expense

flexible scaling

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5

* In percent

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Cloud Contact Center Concerns

• Security – authentication, back-up, e encryption and secure user/password processes, regulation.

• Performance- quality, availability, inconsistency, bandwidth available and latency, Send critical signals such as SIP, XML, CTI .

• Resilience and Business Continuity- back–up or mirrored location, recovery and resilience.

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Performance & Security• Time out intervals• Distributed denial of service• Data theft• Trial and error break in• Bank cards fraud• caller ID attack against system (CLI spoofing)• Voice biometric attack• Telephone Switch attack• Phishing Attack – man in the middle• OS compromise

Source: https://www.brighttalk.com/webcast/288/31879

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Vendor selection

• Performance

• Resilience

• Capability

• Freedom

• Hosting center

Voice quality of VoIP

• VoIP quality and performance

• Dedicated connections

• Prioritise your voice over data traffic

Security

• Policies and procedures

• Hosting environment

• Network design and access

Don’t Forget!

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Insights from Customer Roundtable UC

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Maintaining the current UC infrastructure is complicated because many vendors are involved

Different organizational cultures can lead to failure or success in UC projects

LYNC market share is very strong in Israel because most of the organizations Microsoft based. But what about IPTEL with LYNC?

Cross organization projects that can optimize work and change organizational culture

Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph

Evolution of channel strategy

SingleChannel

MultiChannel

CrossChannel

OmniChannel

Several channels, with a possibility to switch between them (But the company needs to work very hard to enable this type of switching).

The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”.

Several channels, customer experiences each channel as independent. Silos of data (sometimes combined via DW). The company’s business operations for each channel are separate.

One main channel for interactions

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Source: STKI 2013

Channels – new ones on top (not instead!) of old ones

Customers continue

to use same old channels

But are also staring to use (additional) new ones

Source: Forrester 12

Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph

Thank You!

Sigalr@stki.info