New World of Customer Expectations

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "New World of Customer Expectations"

Transcription

1 New World of Customer Expectations The Agile Enterprise

2 The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered the era of the customer. Today, providing customers with outstanding customer service is essential to building loyal customers and a long lasting brand. Social media, and other cutting edge communications, have a place in any company s customer strategy, but the front-line of every company s service organization remains the telephone, and the customer service agent. It also remains one of the largest operational cost areas. In this new battleground, companies need to provide customer service that surpasses the competition. They need to realign their culture and technology in order to drive the maximum value out of their investments (making employees more productive, and extending current capital expenditures to capture the highest value). In this paper we discuss: The business benefits of migrating and integrating your telephony and CRM solutions in the cloud How cloud technologies have enabled the seamless integration between telephony and CRM Highlight key considerations when moving your service operations to the cloud Provide real-world examples of customers achieving results telephony & crm: a cloud-based match More revenue, higher quality, greater speed all are watchwords in today s customer-facing contact center industry, along with tougher service level agreements and steadily increasing customer expectations. Contact centers and other customer-facing organizations are seeking answers to these challenges from technology. Customer Relationship Management (CRM) solutions are providing more insight into customer behavior and guidance for specific interactions. Telephony solutions are allowing more sophisticated routing and control of customer interactions. The old world of on-premise legacy technologies CRM, call distributors, autodialers, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) systems and more have grown far too complex and unmanageable, making it impossible to achieve the level of transparency and responsiveness demanded by today s customers. Organizations, of every size and across every industry, are reducing their dependence on premise-based solutions such as Siebel s CRM and SFA solutions and shifting in huge numbers to cloud-based counterparts such as salesforce.com. They are also moving their telephony functions out of premise-based, licensed software solutions and costly private data centers into SaaS solutions designed for and living in the cloud. Increased Importance in the Social Era Customers today are expanding their use of social networks as a means of communication, and self-service is emerging as a primary mode for resolving issues. This trend has only strengthened the importance of a strong and central CRM. The wide use of online knowledge repositories and customer portals have enabled customers to resolve many low level customer interactions themselves. This means that the support interactions managed through telephony are now the most complex since customers have exhausted efforts at resolving their issue themselves. 2

3 The advantages? Lower costs, improved agility, greater reliability, and flexibility or the ability to scale rapidly. Each of these are critical in an industry where shifting markets and opportunities demand rapid change. why the dependency between telephony and crm The internal discussion happening in leading organizations today is changing - from measuring the costs to cover customers, to a new discussion around the cost of servicing customers. Improving customer satisfaction and the quality of every interaction is seen as a critical driver for growth. Cloudbased technologies offer advantages and opportunities toward developing more sophisticated and responsive business processes aimed at improving revenue and customer satisfaction. But critical to the success of these initiatives is the tight integration between telephony and CRM. CRM systems such as Salesforce are providing a great deal of information and guidance to make every customer interaction successful. But this information is not fully realized, if the person leveraging the information is not capable of applying this guidance to the customer interaction. IVR, VRU, and CTI capabilities ensure that the customer is routed to the correct queue or person to manage the interaction. The right business process along with telephony and CRM integration, ensures the right employee, at the right time, equipped with the right information, can make each customer interaction a success. the cloud difference: distinct business advantages The financial and operational benefits of moving to the cloud are extensive. Hardware and software investments are minimal if needed at all. No up-front capital investment is required for servers or other equipment (telecom switches, handsets) and ongoing monthly expenses are much easier to forecast. Flexibility is built in. It s much easier to add or subtract seat licenses rather than change the capacity of premise-based hardware and software, so costs can be kept to a minimum as business needs fluctuate. Speed of innovation. By eliminating the delays associated with internally managed systems, contact centers can cost-effectively add functionality, boost capacity, change processes, and tap new or changed data sources precisely when they need to. Speed of deployment. Cloud-based CTI lets a business deploy agents or even establish new contact centers with unprecedented speed. Flexible agents, located anywhere. VOIP technology means agents can be located anywhere in the world domestically, offshore, or even in their homes creating an on-demand workforce. 3

4 MEASURABLE BENEFITS: Cloud migration results in direct benefits, customer satisfaction and cost of support. ABERDEEN INSIGHTS: TECHNOLOGY ROI on Cloud Migration The following figure shows that cloud migration eventually results in better performance across the broader (and more significant) business metrics: customer satisfaction and cost of support. Enhancements and upgrades occur seamlessly. New software releases are simply pushed to the cloud-based production environment with no business disruption whatsoever and usually no involvement from an enterprise s own IT unit. The result? Maximum agent productivity, lower costs, and greater ability to seize market opportunities. integrating cti with your crm system Another distinct advantage is the ease of integrating cloud-based CTI and CRM solutions. Links between the two platforms are provided out of the gate (i.e. Salesforce) or can usually be quickly and easily customized and configured, strengthening both solutions. With customer, call and contact information flowing freely both directions, calls are more easily routed to the right agent, while agents can provide better-informed service with more customer information at hand. Agility as a key for success. The benefits of making this move to the cloud are compelling, but the target platform must be selected with an eye toward ongoing agility. Even the move itself must be done in lockstep with changes in the business. This requires an agile implementation approach designed to leverage technology implementation best practices and solve your business problems incrementally. The result? Tangible results with minimal project risk. By addressing business challenges at the outcome of the project, cloud transition teams can minimize time-to-value. 4

5 Graphical User Interface for Building IVR and ACD Scripts Speed of deployment is driven by the Five9 platform s configuration interfaces. The Five9 visual call routing designer enables call center administrators to design their call flows via an intuitive configuration tool. In addition, out-of-the-box integrations to CRM platforms such as Salesforce accelerate the deployment process. Other Sales IF ELSE IF ELSE Other Sales Service Support Collect s No Match Service Support Collect s No Match success story: national health insurance company Rapid Deployment With Salesforce Integration Fuels Successful Launch Of New B2C Telesales Team The Challenge When a large, nationwide health insurance firm began preparing to launch a new product line one in which health insurance would be marketed directly to consumers it planned a new telesales team to reach out to prospects. Agents would: Help consumers complete a lengthy healthcare application via phone a process that could take as long as two hours Capture and retrieve detailed healthcare information while also tracking information about the call itself Field support calls from healthcare plan applicants (included Inbound agents blended agents, and eventually off-hours agents handed off to outsourced contact center service providers) Data security is a key issue in the healthcare space due to HIPAA and other regulatory requirements. All solution components would need to be configurable to manage data access on a role and individual basis. The Solution Early on, the team identified Salesforce as a key technology component, for managing both lead and collected healthcare information. Given the need for customized integration among contact center technology, Salesforce, and three other back-end applications, the team engaged with Bluewolf to help select and assemble all the components. Their marching orders: move quickly. The solution needed to combine call data from IVR and other telephony applications with lead information for Salesforce to create customized prompting screens (known as screen pops). These screens would guide agents through the long, complex calls. All the information collected would need to feed back into Salesforce. For the contact center functionality, the team chose to implement the cloud-based, virtual contact center solution from Five9, for a number of reasons: Cost of Ownership: Total cost of ownership, including hardware, software, support and 5

6 other factors would be lower than with premise-based solutions. Time to Market: Five9 s built-in, easily configured SFDC integration would limit complexity, enabling the solution to be in place much sooner than premisebased technology. Ease of Integration: Other integrations could be readily achieved with Five9 s open, standards-based APIs. Flexibility: Later, when outsourced providers took on after-hours and overload blended support, Five9 s agent-anywhere capability and easily configured security smoothed the way. The combined Five9 and Bluewolf team also identified an additional component deemed ideal for generating and maintaining the long, complex scripts needed by the agents: a graphical scripting solution called Informavores (since acquired by salesforce.com). This tool would integrate with the contact center technology. The Results As a result of the deployment, the insurance firm was able to roll out its solution very quickly, and establish a consistent, scalable solution, thanks to dedicated integration work by Bluewolf, and easy-to-implement Five9 contact center software. Starting with a small telesales team, the solution quickly ramped to more than 260 agents, with an additional agents at outsourced service providers. Lead generation and conversion rate both improved boosting the return on investment and helping the new product line enjoy dramatic success. Productivity & ease of use: The new solution reduced the number of agent applications from nine different systems down to a single application and desktop. And finally, this organization had been routing any overflow calls during the day to their outsourcers. Because of the increased agent productivity, the company was able to manage all call volumes during work hours, resulting in significant monthly savings. Choosing a Cloud-based CTI Solution: Key Considerations Cloud-based CTI solutions can deliver on their promise of lower costs and increased agility when they offer certain attributes. When deliberating solutions consider the importance of some of these factors into your decision process: Comprehensive Functionality/Flexibility: Consider the need for components that manage both inbound and outbound calling. Blending agent workload and the ability to quickly scale a team can be a key component. Extensibility and APIs/Integration: Speed and ease of integration with a strong central CRM is critical, but there are also many other applications that may benefit from integration. Consider the overall platform, and the ability to extend and customize through open APIs. Reporting and Visibility: Reporting and analytics are also critical. A solid platform will sport a full library of pre-configured reports. Consider the ability to facilitate bringing CTI data into external reporting or analysis applications, and the ability for your organization to optimize performance through improved visibility. 6

7 success story: media Virtual Contact Center And Record-Breaking Blizzard Trigger At-Home Agent Model For News Industry Help Desk The Challenge A centralized, inbound help desk team was charged with assisting thousands of individuals in the creation and use of key news assets. They were struggling with their current system due to key limitations, including: Agents were unable to take advantage of at-home agent coverage, due to limitations of the premise-based call center platform. The team wanted to boost customer service by enhancing self-service (IVR) functionality and enabling agents to retrieve relevant information more quickly and completely. Though key information was managed by and stored within Salesforce, linking the premisebased call center technology with Salesforce promised to be a long, difficult, and expensive proposition. The company selected Bluewolf to help them engage and transition to a new platform. The Solution Bluewolf identified the cloud-based, virtual contact center platform from Five9 as an answer to both company challenges. Five9 s powerful, pre-built, and highly configurable integration with Salesforce meant dramatically improved control over Salesforceheld information, and much faster, more costeffective integration between Salesforce and the cloud-based IVR solution. Now, when a client calls the help desk, the IVR-Salesforce integration quickly and easily customized by Bluewolf establishes or identifies a case, retrieves relevant case information from the system, and presents the agent with combined call and case information. The Results Thanks to easy, less costly integration of the Five9 and salesforce.com platforms together with Bluewolf s expertise in working with and customizing Salesforce-based solutions the help desk delivers faster, more effective service. Another key benefit the ability for agents to work remotely- surfaced just two days after the solution was implemented when a significant snowstorm shut down the help desk s home city. Agents could not get to the call center, but because they had implemented the cloud-based contact center software, they could use the complete new solution from their homes. Lower costs: Costly premise-based contact center software and the resources to support it were both eliminated. Flexibility: Ability for agents to work anytime, anywhere. Since launch, the customer has transitioned to a more effective and less costly at-home staffing model for off-hours work. Most importantly, the organization has gained all the advantages of cloud-based contact center software lower costs, regular, effortless upgrades, and easier integration while still enjoying the benefits of customized software where needed. 7

8 choosing the right partner Companies looking to leverage cloud based solutions to reap the benefits discussed in this paper should understand that success rests upon not only selecting the right technology, but also right partner to help transform your organization. Business process expertise and technical competence play a important role, but of equal importance is the cultural fit with an organization. When selecting a consulting partner be sure that partner has a proven process to help you establish your implementation requirements, time-lines, and cost upfront. Also, look for a proactive approach that identifies behavioral and organizational factors that may impact adoption. In the end, a true partner will listen carefully and have the expertise to build a solution that maps to your unique organizational challenges and that employees will actually use. Only then will your organization have the foundation to provide the level of customer service needed to compete, and win, in this new customer driven era. about five9 Five9 is the leading global provider of cloudbased call center software for Sales, Marketing and Support. The award-winning Five9 Virtual Call Center and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9 s reliable, robust functionality that provides the best technology, improves agent productivity, and delivers business flexibility. about bluewolf We make enterprises agile, and unite IT and the business under one mission - Innovation. As a global agile consultancy, Bluewolf provides services across the customer life cycle, IT resourcing, managed services and training. Trusted by businesses across diverse industries, Bluewolf is translating today s unique business environment into opportunities for growth. With Bluewolf, businesses are able to deliver results that benefit the customer, the workforce, and the bottom line. 8

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

The Advantages of Cloud Contact Center Software

The Advantages of Cloud Contact Center Software White Paper Cloud Contact Center Software The Advantages of Cloud Contact Center Software A Five9 White Paper, September 2011 In the contact center business, change is constant. New client? Great. New

More information

Embracing the Challenge Head-On: Benefits of Cloud-Based Contact Center Technologies

Embracing the Challenge Head-On: Benefits of Cloud-Based Contact Center Technologies NebuLogic White Paper Embracing the Challenge Head-On: Benefits of Cloud-Based Contact Center Technologies NebuLogic Whitepapers Introduction Inflexible and intricate contact center technology can inhibit

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Transform your customer relationships. Avanade Enterprise CRM Solutions

Transform your customer relationships. Avanade Enterprise CRM Solutions Transform your customer relationships Avanade Enterprise CRM Solutions Avanade has deployed more Microsoft Dynamics CRM solutions than any other organization in the world. Our CRM experts utilize our global

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

The Next Revolution: Cloud Computing

The Next Revolution: Cloud Computing The Next Revolution: Cloud Computing Top reasons why more and more companies are turning to cloud-based call center software to improve their bottom line 866.965.SaaS (7227) incontact.com 1033 Table of

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Transform your customer relationships. Avanade Customer Relationship Management Services

Transform your customer relationships. Avanade Customer Relationship Management Services Transform your customer relationships Avanade Customer Relationship Management Services The opportunity to improve business results with solutions that drive better customer relationships and insights

More information

Connect2Leads Introduction

Connect2Leads Introduction Connect2Leads Introduction Company Information Connect2Leads is the premier provider of SaaS (cloud based) call center Solutions for outbound & inbound call centers. We provide a better suite of hosted

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

VOIP ESSENTIAL. Hosted Predictive Dialers. VOIP ESSENTIAL Visit us at www.voipessential.com

VOIP ESSENTIAL. Hosted Predictive Dialers. VOIP ESSENTIAL Visit us at www.voipessential.com VOIP ESSENTIAL Hosted Predictive Dialers Introduction VoIP Essential's predictive dialer solution is a unified multi-channel communication system that enables businesses to manage contacts, information

More information

CorvisaOne Contact Center Suite. A fresh approach to contact center technology

CorvisaOne Contact Center Suite. A fresh approach to contact center technology CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices

More information

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT

The expression better, faster, cheaper THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT Cloud Solutions for IT Management WHITE PAPER THE BUSINESS CASE FOR PROJECT PORTFOLIO MANAGEMENT How Progressive IT Organizations Are Using Hosted Solutions To Deliver On Time, On Budget, On Quota and

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

B. Executive Summary

B. Executive Summary B. Executive Summary Across the country, state governments face tough economic challenges. High unemployment is causing record numbers of citizens to seek public assistance, straining government s aging

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

The New Rules of Workforce Management

The New Rules of Workforce Management The New Rules of Workforce Management What can today s Workforce Management solutions do for your contact center? Provide advanced functionality, including leave management, self-service, mobile features

More information

CorvisaOne Contact Center Suite

CorvisaOne Contact Center Suite CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices

More information

Hosted Collaboration Solution for Contact Center: Elevate Customer Care

Hosted Collaboration Solution for Contact Center: Elevate Customer Care Brochure Hosted Collaboration Solution for Contact Center: Elevate Customer Care In the face of fierce competition, delivering superior customer service has never been more important. Cisco Customer Collaboration

More information

The Rising Cost of Customer Service:

The Rising Cost of Customer Service: A FROST & SULLIVAN EXECUTIVE SUMMARY The Rising Cost of Customer Service: Cloud Strategies for Lower TCO, Higher Reliability, and a Competitive Edge In Collaboration With: View the ondemand version of

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

Agile, Secure, Reliable: World-Class Customer Service in the Cloud

Agile, Secure, Reliable: World-Class Customer Service in the Cloud Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus 2 Why Deliver Customer Service in the Cloud? In a volatile

More information

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS) OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS

More information

The Rise of Cloud Contact Centers

The Rise of Cloud Contact Centers The Rise of Cloud Contact Centers White Paper The Rise of Cloud Contact Centers What does it take to be an Enterprise Cloud Solution? Full-featured Contact Center Platform Scalability & Migration Strategies

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL. An E2open White Paper. Contents.

MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL. An E2open White Paper. Contents. White Paper MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL An E2open White Paper 2 2 4 6 Contents Executive Overview Issues and Challenges Resolution Plan for

More information

Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery

Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery The ServiceMax Whitepaper Executive Summary The time has come for field service organizations to also reap the benefits

More information

The Future is Now: Leveraging the Right Technology Solution to Create the Ultimate Customer Experience WHITE PAPER

The Future is Now: Leveraging the Right Technology Solution to Create the Ultimate Customer Experience WHITE PAPER The Future is Now: Leveraging the Right Technology Solution to Create the Ultimate Customer Experience The Future is Now: Leveraging the Right Technology Solution to Create the Ultimate Customer Experience

More information

Project Management Office: Seeing the Whole Picture

Project Management Office: Seeing the Whole Picture Cloud Solutions for IT Management WHITE PAPER Project Management Office: Seeing the Whole Picture Project Portfolio Management gives PMOs the tools and techniques to get lean in lean times. Executive Summary

More information

VoIP Deployment Options

VoIP Deployment Options AN ATLANTIC-IT.NET WHITEPAPER VoIP Deployment Options Whether cloud-based or on premises, IP-based voice platforms can deliver a wide range of significant business benefits. 2 VoIP Deployment Options EXECUTIVE

More information

Building a Business Case for Supply Chain Execution in the Cloud

Building a Business Case for Supply Chain Execution in the Cloud Building a Business Case for Supply Chain Execution in the Cloud Add Strategic Value to Your Business Getting your products to your customers is critical to business success. Yet often, supply chain execution,

More information

8x8 Complete Contact Center

8x8 Complete Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

Achieve full value from your applications. Avanade Application Development Solutions

Achieve full value from your applications. Avanade Application Development Solutions Achieve full value from your applications Avanade Application Development Solutions We have developed a commercial-grade software development factory that I would stack up against any commercial software

More information

Contact Center on Demand

Contact Center on Demand Contact Center on Demand Benefits Contact Center on Demand is a comprehensive, next-generation virtual contact center that allows you to: Manage end-to-end customer support and outreach services Interact

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Cloud Contact Center ROI

Cloud Contact Center ROI Cloud Contact Center ROI How the NexxPhase Customer Interaction Manager Technology has reduced Cost and Improved Operations in NexxLinx Contact Centers. NexxLinx Contact Center ROI White Paper will focus

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

Top ten reasons to transition your IT lab environments to the cloud

Top ten reasons to transition your IT lab environments to the cloud Top ten reasons to transition your IT lab environments to the cloud WHITE PAPER BROUGHT TO YOU BY SKYTAP 2 Top ten reasons to transition your IT lab environments to the cloud Contents The Promise of Cloud

More information

customer care solutions

customer care solutions Your BANK Account balance: $2,345 Next payment due: 1/30/09 customer care solutions from Nuance Is it Time to Transform Your Contact Center? Migrate your Legacy IVR to Drive Your Bottom Line executive

More information

Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model

Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model WHITE PAPER Maximizing Value from SAP with Supply Chain Collaboration in a Software-as-a-Service Model Contents 1 Executive Overview 2 Issues and Challenges Implementing and Maintaining Supply Chain Collaboration

More information

Insurance Contact Centers in the Cloud

Insurance Contact Centers in the Cloud Insurance Contact Centers in the Cloud Communications as a Service (CaaS) Goes Mainstream Mark Breading SMA Partner Strategy Meets Action Table of Contents Customer-centric Contact Centers... 3 New Role

More information

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014

Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor. April 2014 Building an Excellent Relationship with your Cloud-Based Contact Center Infrastructure Vendor April 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Contact Center

More information

white paper Why Moving Your Contact Center to the Cloud is the Way to Go

white paper Why Moving Your Contact Center to the Cloud is the Way to Go white paper Why Moving Your Contact Center to the Cloud is the Way to Go WHITE PAPER table of contents 3 abstract 3 the changing contact center industry 4 cost benefits of hosted solutions 4 Scalability

More information

Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center

Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center white paper Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center Table of Contents CRM: Essential Systems of Record Across the Enterprise 2 The Social Evolution of Customer Interactions

More information

CRM Buyers Guide CRM Buyers Guide

CRM Buyers Guide CRM Buyers Guide CRM Buyers Guide If you have any questions, please call +46 8 59038010 where one of our analysts will be happy to help you understand your options and find a good solution. Introduction CRM solutions provide

More information

R O I C a s e S t u d i e s

R O I C a s e S t u d i e s HIGHLIGHTS Goal: Build customer self-service dashboards and reports as a way to gain new customers, retain existing clients, and reduce costs. Solution: Information Builders WebFOCUS Results: PLUS has

More information

Overview & Highlights- Maximizer CRM Live

Overview & Highlights- Maximizer CRM Live Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,

More information

The ROI of Marketing Automation

The ROI of Marketing Automation The ROI of Marketing Automation The ROI of Marketing Automation 1 Introduction Today s fastest growing companies are using repeatable marketing and sales 2.0 techniques to grow revenue predictably and

More information

The Gotchas of Cloud-Based

The Gotchas of Cloud-Based leading thoughts / may 2013 The Gotchas of Cloud-Based Contact Center Solutions Take a dose of caution when moving to a cloud-based solution. Lessons learned from early adopters. By Ken Barton, Strategic

More information

Managed Services Technology Stack

Managed Services Technology Stack Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk

Remote Infrastructure Management Emergence of the Cloud-based Helpdesk Remote Infrastructure Management Emergence of the Cloud-based Helpdesk A leadership perspectives white paper Recommended next steps for business and industry executives Issue 11 in a series Executive Summary

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective

WHITE PAPER OCTOBER 2014. Unified Monitoring. A Business Perspective WHITE PAPER OCTOBER 2014 Unified Monitoring A Business Perspective 2 WHITE PAPER: UNIFIED MONITORING ca.com Table of Contents Introduction 3 Section 1: Today s Emerging Computing Environments 4 Section

More information

Product Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication

Product Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication Enigma Contact Center Impressive Customer Experience Thru Unifying Communication IP Multi-Channel Contact Center In order to be successful in today s competitive customer care industry, you need to have

More information

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

8x8 Virtual Contact Center

8x8 Virtual Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

CRM for Customer Service and Support

CRM for Customer Service and Support OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through

More information

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? 5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face

More information

Make your workplace really work

Make your workplace really work Make your workplace really work Avanade Communications and Collaboration Solutions A study by Forrester* notes that 59% of workers said they would save more than 15 minutes per day using technologies that

More information

The leading provider of on-demand call center and IVR solutions

The leading provider of on-demand call center and IVR solutions Celebrated by Experts Recommended by Critics Praised by Customers The leading provider of on-demand call center and IVR solutions Embraced by IT Technology. Leadership. Success. Angel.com is the market

More information

WHITE PAPER. A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels. www.earthlink.com

WHITE PAPER. A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels. www.earthlink.com WHITE PAPER A Practical Guide to Choosing the Right Clouds Option and Storage Service Levels www.earthlink.com 1 Our job in IT is to provide technology frameworks and an operating model to facilitate but

More information

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief Oracle PeopleSoft CRM Integration into the Contact Center Technical Integration Brief Table of Contents Table of Contents... 2 Introduction... 3 Integration Overview... 4 Customer Need... 5 Process Scenario...

More information

Hybrid IT A Low-Risk Path from On-Premise to ITaaS

Hybrid IT A Low-Risk Path from On-Premise to ITaaS SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions

More information

How cloud computing can transform your business landscape.

How cloud computing can transform your business landscape. How cloud computing can transform your business landscape. This whitepaper will help you understand the ways cloud computing can benefit your business. Introduction It seems like everyone is talking about

More information

Cloud CRM. Scalable solutions for enterprise deployment

Cloud CRM. Scalable solutions for enterprise deployment Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated

More information

Telephony Telephony more than just a phone system.

Telephony Telephony more than just a phone system. Telephony Telephony more than just a phone system. Telephony En Pointe ECS provides an end-to-end telephony solution based around the latest bleeding edge technology from Cisco Systems the Cisco Hosted

More information

Accelerating the path to SAP BW powered by SAP HANA

Accelerating the path to SAP BW powered by SAP HANA Ag BW on SAP HANA Unleash the power of imagination Dramatically improve your decision-making ability, reduce risk and lower your costs, Accelerating the path to SAP BW powered by SAP HANA Hardware Software

More information

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell

More information

The Case for Managed Application Services

The Case for Managed Application Services The Case for Managed Application Services By Jim Metzler, Cofounder, Webtorials Editorial/Analyst Division Introduction A new generation of managed services provider (MSP) is producing a new generation

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience

More information

Making the Transition. From ISV to SaaS. with Xterity Wholesale Cloud

Making the Transition. From ISV to SaaS. with Xterity Wholesale Cloud Making the Transition From ISV to SaaS with Xterity Wholesale Cloud CONTENTS: 1 The New Business Model...Page 3 2 Business Challenges...Page 5 3 Technology Challenges...Page 7 4 Xterity Wholesale Cloud...Page

More information

DELIVERING EXCEPTIONAL CUSTOMER CARE

DELIVERING EXCEPTIONAL CUSTOMER CARE REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

ENTERPRISE COMPUTING ENVIRONMENT. Creating connections THROUGH SERVICE & WORKFORCE EXCELLENCE

ENTERPRISE COMPUTING ENVIRONMENT. Creating connections THROUGH SERVICE & WORKFORCE EXCELLENCE ITA Strategic Plan FY 2011 - FY 2016 U.S. Army Information Technology Agency REALIZING The DoD ENTERPRISE COMPUTING ENVIRONMENT Creating connections THROUGH SERVICE & WORKFORCE EXCELLENCE Provide Quality

More information

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud IT Enterprise Services Capita Collaboration Suite Unified Communications in the Cloud Empower your people to engage and innovate Ready to transform the way you work? Imagine your enterprise truly connected;

More information

Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service

Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service Harnessing the Power of Big Data for Real-Time IT: Sumo Logic Log Management and Analytics Service A Sumo Logic White Paper Introduction Managing and analyzing today s huge volume of machine data has never

More information

HOSTED VS. ON-PREMISE PHONE SYSTEM

HOSTED VS. ON-PREMISE PHONE SYSTEM WHITEPAPER HOSTED VS. ON-PREMISE PHONE SYSTEM A COMPARISON OF DIRECT COSTS & INDIRECT BENEFITS The adoption of Voice over Internet Protocol (VoIP) solutions across the world and within Canada continues

More information

HOW A CRM HELPS YOUR BUSINESS GROW

HOW A CRM HELPS YOUR BUSINESS GROW Book 1 of 4 HOW A CRM HELPS YOUR BUSINESS GROW PART OF THE CRM SUCCESS SERIES Introduction BEYOND THE HANDSHAKE You ve likely heard the saying, Business begins with a handshake It sounds so simple. But

More information

8 REASONS MORE COMPANIES ARE MOVING THEIR BUSINESS PHONES TO THE CLOUD

8 REASONS MORE COMPANIES ARE MOVING THEIR BUSINESS PHONES TO THE CLOUD 8 REASONS MORE COMPANIES ARE MOVING THEIR BUSINESS PHONES TO THE CLOUD The sport of business is a competitive one and, increasingly, companies are using cloud-hosted business tools as an advantage to communicate

More information

Company Profile. Interactive Intelligence Inc.

Company Profile. Interactive Intelligence Inc. Company Profile Interactive Intelligence Inc. Innovation A Solid Foundation Founded 1994 Publicly Traded: Nasdaq ININ Innovative, first-to-market approach 1st all-in-one platform for enterprise & contact

More information

Contact Center Applications Market in India CY 2014

Contact Center Applications Market in India CY 2014 Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions

More information

Address key business priorities with a strategic approach to outsourcing

Address key business priorities with a strategic approach to outsourcing Address key business priorities with a strategic approach to outsourcing This paper explores what your company can do, starting today, to win in its markets with smart outsourcing. Points of consideration

More information

SageCRM Product Overview

SageCRM Product Overview SageCRM Product Overview A complete view of your organization s customer interactions SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box

More information

Why Consider Cloud-Based Applications?

Why Consider Cloud-Based Applications? Abstract Achieving success for today s compliance professional is both tougher and easier than ever. On one hand, there are more regulations and standards at almost every level, on the other, there are

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

ABSTRACT. 2015-2016 Cloud-Based Contact Center Infrastructure Market Report

ABSTRACT. 2015-2016 Cloud-Based Contact Center Infrastructure Market Report ABSTRACT 2015-2016 Cloud-Based Contact Center Infrastructure Market Report 1 The eighth annual edition of DMG Consulting s Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis

More information

R EDEFINING CUS T OM E R CONTACT CIRRUSPHERE ENABLING YOU TO BE PART OF THE CLOUD-BASED CONTACT CENTRE OPPORTUNITY

R EDEFINING CUS T OM E R CONTACT CIRRUSPHERE ENABLING YOU TO BE PART OF THE CLOUD-BASED CONTACT CENTRE OPPORTUNITY R EDEFINING CUS T OM E R CONTACT CIRRUSPHERE ENABLING YOU TO BE PART OF THE CLOUD-BASED CONTACT CENTRE OPPORTUNITY Market Opportunity According to Contact Babel in December 2011 there were 650,000 contact

More information

ANALYTICS PAYS BACK $13.01 FOR EVERY DOLLAR SPENT

ANALYTICS PAYS BACK $13.01 FOR EVERY DOLLAR SPENT RESEARCH NOTE September 2014 ANALYTICS PAYS BACK $13.01 FOR EVERY DOLLAR SPENT THE BOTTOM LINE Organizations are continuing to make investments in analytics to meet the growing demands of the user community

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

How cloud computing can transform your business landscape

How cloud computing can transform your business landscape How cloud computing can transform your business landscape Introduction It seems like everyone is talking about the cloud. Cloud computing and cloud services are the new buzz words for what s really a not

More information