Contact Center on Demand

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1 Contact Center on Demand

2 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 with customers across multiple channels Provide a consistent, seamless and comprehensive customer experience that enriches satisfaction and builds loyalty Unlike competitors, the XO solution is: Facilitated by the high capacity, XO nationwide network Backed by a full team of experts in VoIP and contact center solutions A Contact Center on Demand is a group of contact center assets (agent and in-the-cloud technologies) that exist in different physical locations but function as a single, fully integrated, seamless contact center operation. Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 2

3 Overall Benefits Maintain an advanced and centralized contact center infrastructure that ultimately supports Communications-Enabled Business Processes (CEBP) Lower your Total Cost of Ownership with a cloud-based solution Reduce CapEx infrastructure costs Lower operating costs Enjoy exceptional scalability Improve productivity and efficiency of your agents using web-based supervisor and agent portals SCALABLE SOLUTION LOWERS ATTRITION SUPPORTS MULTICHANNEL APPS ROBUST PLATFORM COMPANY-WIDE VIRTUALIZATION Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 3

4 Overall Benefits Gain high-availability, reliability and performance Distributed grid of redundant hardware Active-active geographically diverse data centers Multi-carrier termination Regular release cycles with no downtime SLA objective: 99.99% Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 4

5 High Availability Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 5

6 Security Rely on enterprise-grade security measures Network-based firewalls, intrusion detection systems, and around-the-clock network monitoring Physical surveillance of network-based facilities 24/7 Platform certification in compliance with: Payment Card Industry (PCI) data security standard requirements and security assessment procedures of the Health Care Portability and Accountability Act (HIPAA) privacy rules Secure exchange feature that blocks contact center agents from hearing or accessing sensitive personal information provided by phone Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 6

7 A Compatible Solution Get a solution that is easy to deploy because it is compatible with existing technology, and supports open standards Uses published Application Programming Interfaces (API) for rapid integration Integrates with other Automatic Call Distribution () platforms Provides full Computer Telephony Integration (ATI) Contact Center on Demand easily integrates with other XO VoIP services including XO Hosted PBX, XO IP Flex, Enterprise SIP, or Interactive Voice Response Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 7

8 True Cloud Call Routing Voice pops are integrated by XO MPLS as nodes on the XO network True Cloud Calls are originated into the XO network via toll-free numbers Calls are routed on-net to Contact Center platform nodes where routing logic is applied Calls are terminated out to XO network endpoints Provides end-to-end call cycle without Public Switched Telephone Network (PSTN) transfers Provides full visibility of call sessions for troubleshooting & remedy If a customer uses XO VoIP services at a service location (such as XO IP Flex, SIP, or Enterprise SIP), the solution integration eliminates the additional egress usage costs associated with PSTN transfers Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 8

9 Summary Enjoy predictable, pay-as-you go pricing buy what you need when you need it Achieve outstanding visibility across the entire company-wide contact center Empower agents to quickly access dashboards and resources Be able to self-design complex intelligent call routing and call flows Benefit from robust reporting and analytics Contact Center on Demand supports: Agents in a centralized office as well as agents in remote offices, at home or providing support from another country Any type of communication device, technology, carrier or transport type used by your agents Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 9

10 The As a Service Difference Reporting Call Recording Centralized Network Call Queuing PSTN International IP XO Network Load Balancing International IP TDM or IP Reporting PBX Reporting PBX Reporting PBX Reporting PBX Reporting PBX Reporting PBX Outbound Outbound Outbound Outbound Outbound Outbound Call Recording Traditional Call Center Call At Home Recording Agent Traditional Call Center Call Recording Traditional Call Center Call Recording Traditional Call Center Call Recording Outsourced Call Center #1 Call Recording Outsourced Call Center #2 Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 10

11 Contact Center on Demand Efficiency Achieve Greater Operational and Cost Efficiencies Innovation and Productivity 1 vs. Many Single webbased portal One integrated dashboard, easily personalized vs. 15 tools and 25 bookmarks Complete visibility 3 weeks vs. 18 months Deployment time months weeks days 1 million minutes in 2 hours Instant scalability to adjust capacity in real-time Empower the business user Create 20 complex call routing scenarios in 120 hrs vs. 1,800 hrs Price of Admission Mission critical availability Reduced infrastructure complexity Availability Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 11

12 Reporting Visibility Comprehensive Real-Time & Historical Reporting Centralized, configurable administration and management of reports and dashboards Real-time and historical metrics in same application Eliminating consistency gaps Reports via a standard web browser Built-in Powerful Custom Query Analyzer Instantly customizable for timely and actionable decisions Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 12

13 Benefits Summary Financial Benefits Pay for only what you use Eliminate capital expenses Eliminate license charges Leverage existing technology assets Reduce requirements for customer service administrators and agents Reduce access charges Eliminate transfer charges Eliminate upgrade fees Integration Benefits Platform supported by: Any Telephony Device Any Carrier Any Transport (TDM or IP) Any Agent Source (in/out source) Any Third Party Applications Any Country Any Multi-Media Best of Breed = Choice & Flexibility Operational Benefits Network based queue Network call routing Includes screen pop Consolidated reporting Improved service levels Reduced admin resources Live call monitoring and recording Outsource all, some or none Sophisticated call authoring tool Technology Benefits Leverage existing assets No technology footprint at agent desktop On demand scalability Single platform for one or more partners Ease of integration/current technology VoIP Enabled and Experienced Carrier independence Copyright XO Communications, LLC. All rights reserved. XO, the XO design logo, and all related marks are registered trademarks of XO Communications. 13

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