top 10 capabilities to look for in cloud contact centers
TRANSCRIPT
ANALYST WEBINARBeyond The Checklist. Top 10 Capabilities To Look For in Cloud Contact Centers
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Brian BischoffGlobal Vice Present
Enterprise CloudGenesys
Dan MillerSr. Analyst and Founder
Opus Research
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Agenda
Why is the Cloud the right choice now?
What are the basics & where is the market going?
What’s in Genesys Cloud?
What are the challenges of migrating to the Cloud?
Q&A
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Why is Cloud the right choice for the Enterprise now?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
The Enterprise Contact Center
• The “Call Center” + multiple channels
• Front Door to your Company Brand
• Often times the only touch customers have with a company’s employees
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
The CIO and CFO are Thinking Cloud
1. Public Cloud services market is $ 131 B globally (1)
2. 40% of CRM systems sold are SaaS based (2)
3. “60 percent of respondents increasing their budget in SaaS/public cloud within the next two years”
4. The CFO and CIO are now asking - why not cloud?
1. Gartner 2/2013 public cloud services Market2. Forbes 4/2013 CRM market Share 3. Gartner 3/2013- CRM will drive enterprise
software spend
© 2013 Opus Research, Inc.
“The Cloud” beckons!
The classics Handling “peakiness” and disaster recovery Support “Enhanced” telco features OpEx replacing CapEx
The post-Web services world Hosted services a given New standards, tools and developers Agility, flexibility, responsiveness
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© 2013 Opus Research, Inc.
Persistence of Premises-based
Security+Control = staying power Staying power installed solutions Skills of in-house staff Bolstered by compliance concerns
Offset by real-world issues New demands for “multi-channel” The dreaded “end-of-life” for platforms New skills required for mobile, social
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
What are the basics & where is themarket going?
© 2013 Opus Research, Inc.
Cloud-based alternatives
Incumbent carriers Hosted contact center specialists Voice ASPs Virtualized infrastructure providers
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© 2013 Opus Research, Inc.
The basic offer
“Table Stakes” What everyone
promises Comfort food Made available in a
new consumption model
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© 2013 Opus Research, Inc.
Must reach Generation Mobile
Persistent Asynchronous Personal Customer Controlled Contextual Multitudinous (devices, channels, modes) Purpose-driven
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© 2013 Opus Research, Inc.
Enterprise objectives
Support Customer control Of preferences, means of payment, etc. Of device used, modality and time Of personal information (history, status, etc.)
Require a minimum of effort Avoid repetition Authenticate easily Have enterprise keep track of context Anticipate intent
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© 2013 Opus Research, Inc.
The new checklist includes:
1. Reliability, redundancy and security2. "Hooks" into existing infrastructure3. Flexible deployment models4. Professional services and support5. Support of multiple channels, devices, modalities6. Global reach and span7. Scalability 8. Partnerships9. Vertical knowledge10. Reusable, proven applications and app development
tools
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
How do these objectives and checklists impact the business?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
The New Realities
•Tension between the capabilities of existing infrastructure and staff and the requirements of a new generation of customers and prospects
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
Genesys Cloud
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Genesys
• 20+ year old company focused on contact Center and Customer Experience. We are not a division of a big PBX or router company, this is all we do.
• Top 10 private software company in the world. ~2400 employees
• Software leader and continuously ranked in top category by customers and Analysts
• Provide solutions that are on the customer Premises, in the cloud or hybrid cloud
• #1 market share (revenue) for Cloud contact centers
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Genesys Cloud
• 10+ years of investment and delivery with partners: > 30 partners in 15 countries
• Building a new direct cloud platform in 2012 for enterprise customers in the US and UK.
• Several acquisitions of best in class cloud providers
March 2013Cloud based Self-Service
July 2013Cloud Based Outbound
Interaction & Speech Analytics
February 2013
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20
What are the challenges of migrating to the Cloud?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21
Components of the Genesys Cloud
ACD Routing
CTIWeb/Chat/IMEmail Mobile
Social
Media
QM recording
outboundanalytics
WFMIVRACD
The challenge for larger enterprises: a decade of buying best of breedAnd the complexity of flash cutting to an all in one solution
© 2013 Opus Research, Inc.
The Cloudcenter landscape
In-novative
Business Processes
UserExperience
Hosted Contact Centers
Voice ASPs
ConversationalClouds
InnovativeBasic
Telcos
Virtualized Contact Center
Infrastructure
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© 2013 Opus Research, Inc.
New req’s for new architecture
A customer-driven shift Accommodated by changes in service delivery Resulting in new possibilities Addressed by a rush of solutions providers
Requires an informed purchaser Recognizing the overall trend to the cloud/hybrid Aware of your own specific requirements Armed with a new checklist and market vision
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.24
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Brian BischoffDan Miller
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.25
Upcoming and On Demand Webinars
•Upcoming WebinarBenefits of Migrating Your Enterprise Contact Center to the Cloud in 2014•November 20, 2013
•On Demand Webinars•Cloud-based Contact Center – Is it right for you?
•Top 5 Mistakes To Avoid When Moving Your Contact Center To the Cloud
Thank You for participating!
For more information, please visit
www.genesys.com
Email us: [email protected]