contact center trends 2014
DESCRIPTION
CONTACT CENTER TRENDS 2014TRANSCRIPT
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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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
Cloud Status
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Source: information week
Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
Business Benefits
Improved business
agility
Lower total cost
of ownership
Decreased capital
expense
flexible scaling
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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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* In percent
Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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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Sigal Russin’s work/ Copyright@2014Do not remove source or attribution from any slide, graph or portion of graph
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!