Contact Center Market Update. May 4, 2016

Transcription

1 Contact Center Market Update May 4, 2016

2 accelerate your ambition 2

3 1320 participants Up 47% and best ever response Only global report of its kind Regional sample 1. Europe Americas MEA Asia Pac UK Australia 168 Global Contact Center Benchmarking Report Sample depth from record 81 countries will enable 25 regional/country data splits and 14 verticals Fresh content and 16 new questions improved format with modernized look Now supported by more than 40 of industry s most important groups 2016 highlights include: Personalised summary reports New interactive website Sector highlight reports

4 Services supported by contact centre n 1319 Telephone IVR Website Social media SMS text Web chat Mobile application Service kiosk IoT, message push, Video chat Now Within 1 year No plans Mobile app offerings up 61% from 2015 Web chat usage up more than 1/3 (34%) Plan for video up 43% accelerate your ambition 4

5 Contacts handled by channel n Telephone IVR (touchtone/speech) Internet website Web chat Social media Service kiosk support Not asked 1.9 Mobile application SMS text Automated services Not asked 1.0 Video chat Growth in all digital channels contrasts to 12% shrinkage in the telephone Supports forecast that digital to surpass phone by end of 2016 accelerate your ambition 5

6 Innovation and emerging trends n 1319 Customer analytics Customer Journey/Omnichannel Digital channel service capability Personalised service offerings Changing user Availability/access to new Exec commitment to customer Service via social media Better training and agent Enhanced security (i.e. fraud) Service via video on demand Public scrutiny of service Other Analytics again voted top factor that will reshape industry Personalised service offerings fall right behind architecture capability as a top CX enabler accelerate your ambition 6

7 Contact Center 2015 Cloud Choices Hybrid Platform Customer Journey Context Mobile Video Internet of Things 7

8 Contact Center 2016 Cloud Choices Hybrid and Platform Contact Center/CRM Fusion Mergers and Acquisitions Customer Journey Context Mobile Video Bots Internet of Things 8

9 Hybrid Attracts Customer Attention Which contact center cloud deployment model most resonates with the needs and values of your organization? 9

10 Technology commercial models n Current Planned Full ownership of technology set to drop by half down from 65% to 33% Another 1/3 plan to adopt a hybrid solution, representing a trebling against current levels Over 1/4 are intent on adopting a dedicated as-a-service model Fully owned Rented/leased Hybrid As a service - minimum As a service - consumptionbased accelerate your ambition 10

11 Spark Hybrid Services Hybrid Services Message Meeting Call Connect existing Cisco calling capabilities to Cisco Spark capabilities in the cloud Communications Manager Business Edition Series HCS Delivered Services

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13 Rapid, Continuous Deployment

14 Avaya Inc. All rights reserved. 14

15 Value Creation and Differentiation: Avaya 2016 Secure Fabric Networking Customer Engagement Applications Team Engagement Applications Partner Enabled Services Professional Services Avaya Private Cloud Services and Support Avaya Breeze TM Analytics Open/Extensible Messaging + Communication Platforms Secure Fabric Networking Partner Enabled Services

16 THE ZENDESK PLATFORM

17 KIXEYE S IN-GAME ENGAGEMENT; BUILT WITH ZENDESK EMBEDDABLES

18 Salesforce FY2017 Kickoff Lightning Voice. Natively embedded in Sales Cloud Lightning, Lightning Voice enables sales reps to connect with prospects faster with click-to-call capabilities, auto-logging of calls and call forwarding. Lightning Lightning Voice is expected to Voice be available in beta in Q for Sales Cloud users. Pricing will be announced at the time of general availability. Omni-Channel Supervisor: This call-routing feature enables contact center managers to allocate their agents on calls where they are most needed to improve customer service. Capabilities include realtime activity view, operational alerts, filtering and sorting capabilities, and dynamic activity tracking and routing to help during high-demand service periods. Omni-Channel Supervisor is expected to be available in beta in Q for Service Cloud users. Pricing will be available at that time. Omni-channel Supervisor 18

19 Mergers and Acquisitions

20 Global Market for Cloud Communications $40B Voice UCaaS Market* Contact Center $50B Business Analytics $10B Messaging Web Conferencing CCaaS Market** The Enterprise LOB buyer will accelerate migration to Cloud Communications *Transparency Market Research, UC as a Service Market, April 2015 **Markets and Markets, Cloud-Based Contact Center Market: Worldwide Forecast & Analysis, 2015

21 21 BroadSoft Cloud Communication Portfolio Fully Integrated End-to-End Solution

22 Introducing LiveOps CxEngage OUT OF THE BOX CUSTOM S Z D AGENT TOOLBARS GATEWAY QUEUE ANALYTICS AUTH >>>>>>>>>>>>> <<<<<<<<<<<<< MULTI CHANNEL VOICE SMS SOCIAL CHAT FLOW QUEUES ALLOCATION ENTITLEMENTS DATA SOVEREIGNTY WFO PRESENCE INSIGHTS VERSION CONTROL MULTI TENANCY SECURITY MANAGEMENT CONFIGURATION USERS TENANTS FLOW QUEUES INTEGRATION API SOCKET >>>>>>>>>>>>> <<<<<<<<<<<<< DATA SOURCES On Premise & Cloud DATA WAREHOUSE CRM CLOUD SERVICE 3 rd PARTY REST API REST API CONFIG UI.

23 Customer Journey Management Starts as a Philosophy 23

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25 Customer Journey

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27 Facebook Messenger Chatbots Chatbots have suddenly become the biggest thing in tech

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29 Question to Leading Contact Center Vendors Arguably, less than 10% of agent seats today are supported in the cloud. Using a 2015 customer win discuss why the customer chose a premises OR cloud solution. Discuss whether both deployment options were considered, whether it was a new or existing customer, and whether it will be a new contact center or an upgrade of an existing one. What factors drove the deployment decision?

30 Leading Global Business Process Outsourcer Moves to the Cloud FPO Profile Leading global customer management outsourcing solution provider Serving leading blue chip clients across banking, financial services, communications, online retailing, and more for over 30 years In production service supporting over 2000 employees and 500 agents billed monthly with plans to double in the next months Key Decision Factors Utility based consumption to facilitate easier resale to multiple brands Complete solution to serve broadest market of customers globally Rich feature set to meet very dynamic workloads and multiple changing customers Supplier with proven track record of industry success and reliability 2015 Avaya Inc. All rights reserved. 30

31 Cisco HCS for Contact Center 29 Partners Powering 70,000+ Agents Public Sector Next Year This Year Finance Retail

32 Cloud Customer Profile World s Largest Software Company Replaced older CCI vendor infrastructure that suffered multiple problems from IVR changes, poor analytics Unified disparate contact center elements to serve Xbox users and other consumers on demand Cloud was the only option, given its strategic path Key Decision Factors: Direction and roadmap of cloud technology, including omnichannel capabilities and workforce optimization Global footprint, multinational support and industry expertise High availability key requirement with proven references Security approach, with business intelligence and analytics as critical components Collaboration on a global cloud solution to bring nextgeneration CX to customers through Skype for Business 32 Confidential and Proprietary

33 B2C Personal Finance Software company A division was fully divesting, creating a new business unit New contact center 400 agents to start Considered only cloud solutions Key Decision Factors: o Microservice architecture o Reliability, scalability of cloud infrastructure o User interface o Reputation for quality Speed-to-Value Simplicity Innovation

34 CLOUD: THE EASIEST WAY TO ACHIEVE YOUR GOALS NEW CUSTOMER Tracking technology company for healthcare, retail, manufacturing & more 600+ seats 6 centers APAC, EMEA, N.A., Latin America GOALS 1. Improve global customer service 2. Improve operational effectiveness Moving from 3 premises legacy systems Challenges Impossible to aggregate data Premises technology inflexible & complex Difficult to administer too clunky THE DECISION Unified solution for cohesive customer experience End to end reporting & flexibility in a cloud Ease of use for administration Superior APIs

35 Question to Contact Center Market Leaders Internet of Things is a hot topic, and there is no doubt that it will impact customer experience operations in the coming years. How do you imagine your company s solutions integrating with IoT and what is the timeline? Have customers already begun to ask about IoT or is it still a few years in the future?

36 CUSTOMER ENGAGEMENT WITH INTERNET OF THINGS Proactive, Personalized B2B Service Telemedicine and Language Access Services

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38 Internet of Things and Genesys Event listening of connected devices, applications and the Web Event and pattern detection Event enrichment Orchestrated sequences of actions, communications or escalations 360 degree visibility on impacted customers and their events 38 Confidential and Proprietary

39 Internet of Things Next Year This Year

40 IOT in Today s Smart Digital World Enable real-time insights Better predict needs and preferences Create better products & services Ensure consumer privacy Customer Engagemen t Team Engagement Smart Government Smart Digital World Smart Enterprise Smart Consumers Messaging & Analytics Communicatio ns Secure Fabric Networking Partner- Enabled Services Engagement Development Engagement Development Platform Platform Professional Services Avaya Private Cloud Services and Support Analytics Infrastructur e Compliance Automated and Secured Public Safety Hospitality Education Venues Financial Services Retail Internet of Things Healthcare Smart Devices Smart Apps 2015 Avaya Inc. All rights reserved. 40

41 Thank you!