MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys

Size: px
Start display at page:

Download "MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys"

Transcription

1 MARKET I NSIGHT Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud

2 Frost & Sullivan Market Insight EXECUTIVE SUMMARY Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. Agent performance optimization (APO) comprising analytics, quality monitoring (QM), and workforce management (WFM is no longer an exception. New research from Frost & Sullivan reveals a trend toward cloud-based APO applications. Indeed, pure cloud solution providers and, increasingly, traditional contact center vendors are pushing into the cloud APO market. This Market Insight examines the prospects for the market for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO. STATE OF THE MARKET More companies are sourcing their contact center applications from the cloud, particularly for ACD, chat, CRM, IVR, mobile, outbound customer contact, and social media applications. Frost & Sullivan estimates that the hosted/cloud contact center solutions market in North America will reach $2 billion by the end of 2014 and surpass $3 billion by Contact center organizations of all sizes see compelling reasons for adopting cloud-based solutions and are moving quickly to avail themselves of these offerings. Mid-sized enterprises were early adopters, but larger organizations soon followed as early cloud issues were addressed and solution providers matched the offerings of the premise-based market. Today, even more feature-rich yet affordable options, tailored to small to mid-sized companies, have come to market. Exhibit 1 shows the adoption of hosted/cloud contact center solutions by North American businesses. The data is based on a 2014 Frost & Sullivan survey of contact center organizations. Exhibit 1- Adoption of Hosted/Cloud Contact Center Solutions: North America, % 5% 0% 5% 8% 8% 2% 8% 2% 3% 1% 5% 41% 38% 55% 48% 44% 29% Don t know No, and do not plan to use within the next two years No, but plan to use within the next two years Currently use 52% 57% 30% 42% 51% 65% Total Sample United States Canada Small (10-99 seats) Medium ( seats) Large (>500 seats) Q: Do you currently use a hosted/cloud contact center solution? N = 305

3 Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud While 52% of all respondents said they currently use a cloud contact center solution, another 41% plan to use a cloud contact center solution within the next two years. This indicates that by 2016, more than 90% of contact center organizations will be using one or more cloud contact center solutions. There are regional differences in cloud adoption within North America, with Canada lagging behind the US in adoption. Such differences are attributable to everything from market conservatism in Canada, to differing sizes in markets and contact centers, and data security. Nonetheless, contact center vendors are addressing the needs and concerns of the Canadian market. As a result, more Canadian companies are expected to move their contact center solutions to the cloud in the next two years. CONTACT CENTER APPLICATIONS: PACE OF ADOPTION For years, contact center systems were deployed on-premise, but the lure of more natively integrated cloud options encouraged more enterprises to move some or all of their applications to the cloud. As the market evolved and enterprises adopted new applications in their contact centers, upgrade and replacement cycles varied. The result has been integration issues, particularly for those enterprises purchasing systems from different vendors. Meanwhile, each new additional channel tended to increase integration complexity. Moreover, not all contact center applications are moving to the cloud at the same rate, resulting in hybrid (mix of cloud and on-premise deployment) environments. 3 Consider that contact centers have been particularly slow to adopt cloud hosting for APO applications (analytics, performance management, QM, and WFM solutions). In essence, organizations have not found the same compelling business case for APO adoption that has been made for other solutions. For instance, many organizations have been slow to give up existing call recording equipment, preferring to keep call recordings on site because of the perception that it provides greater security. Importantly, customer interaction analytics are relatively newer contact center applications, resulting in a younger and minimally depreciated installed base. As such, many companies have held back on a wholesale movement to the cloud for APO applications. This result is somewhat confounding, as cloud-based APO applications can deliver equal or superior value as premise-based ones. After all, cloud-based APO tools enable more complex and nuanced operations, including the use of at-home agents, mixed in-house/outsourced arrangements, and non-contact center resources (such as bricks-and-mortar and field staff) in customer interactions. Moreover, cloud-based APO allows companies to improve employee productivity and enhance the customer experience by permitting companies to rapidly scale up applications and add staff, while keeping within acceptable service levels. In some cases, hosting frees up contact center management to focus on other business issues, such as business process, workflow control, and employee management. Above all, hosted APO enables contact centers to focus on their primary objective improving the customer experience.

4 Frost & Sullivan Market Insight FUTURE ADOPTION OF CLOUD SOLUTIONS Organizations are not unaware of the advantages of hosted APO. In the 2014 Frost & Sullivan Customer Contact survey, respondents were asked which contact center applications they plan to use as cloudbased solutions two years from now. The results, shown in Exhibit 2, indicate high adoption levels for cloud-based APO applications, particularly customer surveys, QM, and WFM. At the same time, survey results show a potentially lower adoption rate for hosted speech analytics, perhaps a realm where the business case for the cloud is not as clear as it is for other solutions. Even so, more companies appear to be sourcing speech analytics solutions from the cloud as vendors tailor their speech analytics offerings to a wider audience. Exhibit 2- Planned Use of Hosted/Cloud Contact Center Solutions (North America) by % 51% 52% 54% 55% 56% 46% 4 31% 36% 38% 40% 41% ACD IVR Speech analytics Outbound applications CRM Chat Mobile contact Social media contact Workforce management Web collaboration tools Quality monitoring Customer surveys Q: Which of these applications do you plan to use as cloud-based solutions in two years? N = 284 The survey results further validate what Frost & Sullivan considers key market trends: 1. Cloud Adoption in Stages. Contact centers are moving their applications to the cloud in stages rather than all at once. The need for an application upgrade from a premise-based system is the typical trigger for such a move. 2. The Rise of the New. Relatively new contact solutions such as customer surveys, Web, mobile, and social media have emerged as applications well-suited to cloud deployment. In such cases, legacy on-premise systems are not part of the equation. 3. Inexorable Transition. Traditional APO applications are also being moved to the cloud due to the clear business benefits, even if core contact routing applications are still on-premise.

5 Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud Taken together, these trends explain why the fastest-growing segment of the hosted market is APO applications. Indeed, Frost & Sullivan forecasts a 19% compound annual growth rate for hosted APO from 2012 to As the current generation of on-premise APO applications nears maturity and continues to depreciate, more companies will move to cloud APO solutions. DRIVERS TO THE CLOUD Customer contact is not simply an operational concern, nor is it just an opportunity in marketing and sales. It is a relatively neglected tool in the realm of strategy. The principal drivers pushing contact center applications to the cloud are reduced total cost of ownership (TCO), rapid time to deployment, scalability and overall business agility, improved business continuity and disaster recovery capabilities, and business value. All of these factors indicate a fundamental market shift from primarily cost-avoidance-based decisions, to a balanced, nuanced, and strategic mindset. This new paradigm means that contact centers will receive more corporate focus and investments going forward. The underlying currents for this paradigm shift are visible to keen observers. Many of the legacy contact center systems, including legacy APO applications, are becoming obsolete. As a result, contact centers now have to turn to a new generation of APO applications that reach higher up the value chain, particularly when it comes to driving business value for marketing and sales. And when contact centers consider those applications, they are less likely to allow themselves to be boxed into long-term budget and IT commitments. 5 In fact, IT cost management is at the core of companies cloud deployment decisions. Companies are moving many other applications to the cloud for the same reasons they are going to the cloud for their contact center applications. At the same time, small to mid-sized firms in particular may not be able to justify employing specialized IT professionals who can manage increasingly sophisticated contact center technologies. Such companies are therefore targeting niche contact center applications for hosting. The shift to this new, more holistic way of looking at customer contact won t always proceed smoothly. Historically, contact center managers have been focused on the operational issues related to managing often siloed and proprietary on-premise technology infrastructure. But, obviously, today s environment is presenting a new set of challenges. Providing customers with excellent service within, and across, a widening array of channels and devices, in an ever-disparate agent and supervisor deployment model, presents considerable challenges. At the same time, the technologies that support and manage new channels and ways of working are evolving so rapidly they are sometimes obsolete in an on-premise configuration by the time companies deploy them. Companies must therefore understand that incorporating the cloud and delivering excellent cross-channel customer experiences will be critical to business success. BARRIERS TO CLOUD ADOPTION Even as currents shift and times change, some companies may still be reluctant to move their contact center solutions to the cloud. Of the few respondents (5%) in the 2014 Customer Contact survey that were not considering moving contact center applications to the cloud, the top three reasons centered around reliability concerns, integration challenges, and a preference to maintain technology in-house.

6 Frost & Sullivan Market Insight Security concerns, while still important for some resistant companies, have moved down the ranks of barriers to cloud adoption, especially for larger organizations. Not surprisingly then, the survey results also show that larger contact center organizations have now taken the lead in terms of cloud adoption. This indicates that when a cloud solution provider can meet or exceed the stringent security, availability, and redundancy requirements of enterprises, these buyers are comfortable moving their contact center applications to the cloud. For those reasons, Frost & Sullivan expects more sensitive applications that have long stayed on-premise, like call recording, to move to the cloud in the not-toodistant future. Recent upgrades to existing on-premise systems are certainly barriers to cloud adoption as well. These barriers will only be overcome as each constituent system, in a suite of interlocking applications, comes up for refresh, or as contact centers add new technologies to the mix. In cases where the penetration of a mature tool is already very high, as it is for QM and WFM, there may be little rationale for buyers to move to a cloud-based solution. These companies will not change unless some other factor provides a push, such as new contact channels or new customer programs. In these situations, buyers are advised to evaluate the vendor s ability to support hybrid deployments. 6 For companies in mature, slow-growing industries with little variability in contact demand, a stable workforce, and relatively new on-premise applications, it may not make sense to move APO applications to the cloud, except in cases where new capabilities demand it. And for companies with ever-variable contact volumes and staffing, cloud APO solutions, either standalone or in hosted suites, will present a fitting choice. SUMMARY & RECOMMENDATIONS: WHAT S A CONTACT CENTER TO DO? Cloud-based offerings across product lines, including APO, are on the rise. From Frost & Sullivan s perspective, the waves of market demand and market response have gained their own momentum. Indeed, leading premise vendors also are now offering cloud contact center solutions. For such providers, migration paths from on-premise to cloud-hosted solutions, and vice versa, exist effectively within the same applications. Organizations should consider the following factors as they consider going to the cloud. All in One or Best of Breed? When it comes to the cloud, companies can choose to source modular, all-in-one suites from single vendors or select best-of-breed solutions from individual suppliers. The all-in-one suite approach has inherent advantages, especially for mid-sized organizations, over sourcing and integrating multiple best-of-breed systems. While most contact center applications are focused on routing, APO applications focus on data analysis, quality, staffing, and voice of the customer (VoC). Still, even when it comes to APO, in many other scenarios, a strong business case might be made for an integrated hosted contact center suite. Unified, end-to-end, cloud-hosted suites provide single, multichannel views of customers and agents while minimizing IT and vendor management costs. What about Carriers, SIs, BPOs? There are many third-party carriers, systems integrators, and business process outsourcers (BPOs) that also offer cloud solutions, but for whom hosted contact center services are not the principal profit driver. These vendors, carriers in particular, may offer attractive pricing bundles with other services, such as networked voice/data transport. As resellers, these

7 Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud vendors do not own and therefore cannot re-engineer the core applications. Companies that go to the cloud must be satisfied with the providers quality, delivery reliability, and support. The decision to consider a cloud-based solution is no longer based solely on the short-term need to rush technology into place without a big spend, nor is it due to managers needing to pilot a new technology on others servers before committing to full deployments. Instead, the decisions are based on changing customer engagement models and the need to adapt and keep pace with change. The job of a contact center (and its management) should be to manage customer relationships, interactions, and the agents who interact with the customers. Managing the technology infrastructure is akin to managing an IT network the job of talented but separate professionals. Ultimately, it does not make an operational difference where software resides. The decision on how to deploy and use software should be based on business criteria, including capabilities, costs, ROI, time to market, and the ability to drive greater marketing and sales value. The stronger the currents of change in the ever-shifting river of customer contact, the clearer will be the business case for cloud-based APO applications. 7 ABOUT GENESYS Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at or call us at

8 SILICON VALLEY 331 E. Evelyn Ave. Suite 100 Mountain View, CA Tel Fax SAN ANTONIO 7550 West Interstate 10, Suite 400, San Antonio, Texas Tel Fax LONDON 4 Grosvenor Gardens London SW1W 0DH Tel +44 (0) Fax +44 (0) C O NTAC T U S 877.GoFrost ( ) FROST & SULLIVAN Frost & Sullivan, the Growth Consulting Company, partners with clients to accelerate their growth.the company s Growth Partnership Services, Growth Consulting and Career Best Practices empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs more than 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. For more information about Frost & Sullivan s Growth Partnerships.

Cloud Contact Center Market Trends:

Cloud Contact Center Market Trends: 50 Years of Growth, Innovation and Leadership Cloud Contact Center Market Trends: Movement from Best-of-Breed to Suites A Frost & Sullivan Executive Brief www. Frost & Sullivan INTRODUCTION The cloud model

More information

Contact Center Modernization:

Contact Center Modernization: Contact Center Modernization: A Cloud-Based Approach Delivers Clear Value for Mid-Size Organizations A Frost & Sullivan White Paper frost.com Introduction... 3 A Steady Move to the Cloud... 3 Spotlight

More information

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis vs. Contact Center: Total Cost of Ownership Analysis A White Paper Sponsored By TABLE OF CONTENTS Introduction... 3 TCO Analysis... 4 Background... 4 Systems and Applications... 4 Implementation... 4 Maintenance

More information

2014 North America Hosted/Cloud Contact Center Buyers Guide

2014 North America Hosted/Cloud Contact Center Buyers Guide 2014 North America Hosted/Cloud Contact Center Buyers Guide Selecting the Right Cloud Solution Provider for Your Contact Center November 2014 Contents Executive Summary... 3 Purpose... 3 Introduction...

More information

2014-2015 Cloud-Based Contact Center Infrastructure Market Report

2014-2015 Cloud-Based Contact Center Infrastructure Market Report ABSTRACT 2014-2015 Cloud-Based Contact Center Infrastructure Market Report The seventh edition of DMG Consulting s Cloud-Based Contact Center Infrastructure Market Report provides an in-depth analysis

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth Market Share Leadership Award Inbound Contact Routing Systems North America, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50

More information

The Compelling Business Drivers for the Hosted Contact Center Approach

The Compelling Business Drivers for the Hosted Contact Center Approach The Compelling Business Drivers for the Hosted Contact Center Approach A White Paper Sponsored by: 1 INTRODUCTION AND PURPOSE This research paper discusses industry trends, business benefits and the value

More information

Demystifying Unified Communications: Best Practices for Maximum ROI

Demystifying Unified Communications: Best Practices for Maximum ROI 50 Years of Growth, Innovation and Leadership Demystifying Unified Communications: Best Practices for Maximum ROI A Frost & Sullivan White Paper www. Frost & Sullivan Demystifying UC... 4 UC is a Migration...

More information

Flexibility in the Cloud

Flexibility in the Cloud Flexibility in the Cloud Dynamic Market Changes Require Adaptable Customer Support Solutions Elizabeth Herrell President Communication Initiatives Jason Alley Solutions Marketing Manager Interactive Intelligence

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

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

INSERT COMPANY LOGO HERE

INSERT COMPANY LOGO HERE 20132014 INSERT COMPANY LOGO HERE 2014 North 2013 American North American Inbound SSL Contact Certificate Center Routing Product Market Leadership Leadership Award Award Frost & Sullivan 1 We Accelerate

More information

HP WFO: A New Position for a Brand you Trust

HP WFO: A New Position for a Brand you Trust HP WFO: A New Position for a Brand you Trust Frost & Sullivan Analyst Opinion Nancy Jamison, Principal Analyst, Customer Contact frost.com When HP went through its restructuring exercise several years

More information

Leveraging Specialized Hardware and Expertise in a Mid-Market Cloud

Leveraging Specialized Hardware and Expertise in a Mid-Market Cloud Leveraging Specialized Hardware and Expertise in a Mid-Market Cloud September 2014 Karyn Price Industry Analyst Cloud Computing Leveraging Specialized Hardware and Expertise in a Mid-Market Cloud INTRODUCTION

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

2013 North American Hosted IVR Market Share Leadership Award

2013 North American Hosted IVR Market Share Leadership Award 2013 North American Hosted IVR Market Share Leadership Award 2013 Market Share Leadership Award Hosted IVR North America, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50

More information

2012 North American Cloud Contact Center Solutions Company of the Year Award

2012 North American Cloud Contact Center Solutions Company of the Year Award 2011 South African Data Centre Green Excellence Award in Technology Innovation Cybernest 2012 2012 North American Cloud Contact Center Solutions Company of the Year Award 2011 Frost & Sullivan 1 We Accelerate

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth 2013 EMEA Contact Center Systems Company of the Year Award Frost & Sullivan s Global Research Platform Frost & Sullivan has over fifty years of experience as

More information

2015 EMEA Hosted/Cloud Contact Center Buyers Guide

2015 EMEA Hosted/Cloud Contact Center Buyers Guide 2015 EMEA Hosted/Cloud Contact Center Buyers Guide Selecting the Right Cloud Solution Provider to Improve the Customer Experience APRIL 2015 Contents Executive Summary... 3 Introduction The Rise of the

More information

Big Data Applications in the Contact Center: Opportunities and Challenges

Big Data Applications in the Contact Center: Opportunities and Challenges Big Data Applications in the Contact Center: Opportunities and Challenges A Frost & Sullivan Case Study frost.com Big Data in Action: TalkTalk and Nexidia... 3 The Situation... 3 The Solution... 3 Adding

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

INTRODUCTION. Specifically we looked at:

INTRODUCTION. Specifically we looked at: 3 INTRODUCTION The Evolve IP-CCNG 2014 North American Call Center Survey Results Paper examined the trends, concerns and spending in today s call centers. Specifically we looked at: Cloud-based versus

More information

Enabling Technology Assessment Hosted Interactive Voice Response (IVR)

Enabling Technology Assessment Hosted Interactive Voice Response (IVR) Hosted Interactive Voice Response (IVR) Brendan Read Significance of the Enabling Technology Award....3 Key Industry Challenges Addressed by VoltDelta. 3 Key Benchmarking Criteria for Enabling Technology

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

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

DEVELOPING COMMUNICATION AND COLLABORATION IN BANKING AND FINANCIAL SERVICES FOR INCREASED BUSINESS VALUE

DEVELOPING COMMUNICATION AND COLLABORATION IN BANKING AND FINANCIAL SERVICES FOR INCREASED BUSINESS VALUE DEVELOPING COMMUNICATION AND COLLABORATION IN BANKING AND FINANCIAL SERVICES FOR INCREASED BUSINESS VALUE A White Paper TABLE OF CONTENTS TABLE OF CONTENTS Introduction 3 Overview of Communication and

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

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 VALUE OF THE HOSTED CONTACT CENTER MODEL

THE VALUE OF THE HOSTED CONTACT CENTER MODEL THE VALUE OF THE HOSTED CONTACT CENTER MODEL A White Paper Sponsored by Tata Communications TABLE OF CONTENTS TABLE OF CONTENTS Hosted Contact Centers An Introduction 3 Challenges with Low Value On-demand

More information

Extending the Value of IP Communications Investments with SIP Trunking

Extending the Value of IP Communications Investments with SIP Trunking 50 Years of Growth, Innovation and Leadership Extending the Value of IP Communications Investments with SIP Trunking SIP Trunking Enables a Next-Generation Communications Environment A Frost & Sullivan

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

Multichannel Technology Comes into Its Own

Multichannel Technology Comes into Its Own tech line / feb 2012 Multichannel Technology Comes into Its Own Treat your customers and contact channels with respect. It s time to eliminate the media silos that suboptimize operations and the customer

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

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

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

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

2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market

2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market 2013 Frost & Sullivan Japan Market Leadership Award Workforce Management Market 2013 Frost & Sullivan Japan Market Share Leadership Award in the Workforce Management Market Overview of Asia Pacific Contact

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

FROM BEST-OF-BREED TO STANDALONE TO SUITE

FROM BEST-OF-BREED TO STANDALONE TO SUITE TECH LINE by BRIAN HINTON CONTACT CENTER PIPELINE JANUARY 2016 FROM BEST-OF-BREED TO STANDALONE TO SUITE As companies of all sizes are driven by a desire to go far and fast with strained IT resources,

More information

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage

More information

Meeting the Future with a Converged Infrastructure:

Meeting the Future with a Converged Infrastructure: 50 Years of Growth, Innovation and Leadership Meeting the Future with a Converged Infrastructure: Delivering Applications for the 21st Century A Frost & Sullivan White Paper www. Frost & Sullivan Introduction...

More information

The Total Cost of Ownership of Cloud and Premise Based Contact Center Systems

The Total Cost of Ownership of Cloud and Premise Based Contact Center Systems The Total Cost of Ownership of Cloud and Premise Based Contact Center Systems A five year cost comparison for the deployment of contact center technology infrastructure Reference Code: TE001 000551 Publication

More information

Videoconferencing-as-a-Service:

Videoconferencing-as-a-Service: 50 Years of Growth, Innovation and Leadership Videoconferencing-as-a-Service: Making Video Simple and Affordable A Frost & Sullivan White Paper www. Frost & Sullivan Introduction... 3 Videoconferencing

More information

North American VoIP Access and SIP Trunking Services Markets

North American VoIP Access and SIP Trunking Services Markets North American VoIP Access and SIP Trunking Services Markets UC Adoption and Increasing Customer Awareness Drive Demand for SIP Trunking Services September 2011 Table of Contents Executive Summary - Executive

More information

Truly Powerful Collaboration Deployments Do Not End at Lync:

Truly Powerful Collaboration Deployments Do Not End at Lync: Truly Powerful Collaboration Deployments Do Not End at Lync: Considerations to Extend the Value of Lync A Frost & Sullivan Market Insight Sponsored by Acano frost.com Introduction... 3 Adoption Trends

More information

The Contact Centre Market s Increasing Demand for Cloud Technologies

The Contact Centre Market s Increasing Demand for Cloud Technologies The Contact Centre Market s Increasing Demand for Cloud Technologies Whilst the traditional premise model still offers the most value for many organisations, the cloud model has evolved to become a viable

More information

THE SMART PATH TO ENTERPRISE IP MIGRATION

THE SMART PATH TO ENTERPRISE IP MIGRATION THE SMART PATH TO ENTERPRISE IP MIGRATION Leveraging Hosted Network Solutions without the pain of Rip-and-Replace A White Paper Sponsored by Verizon Business TABLE OF CONTENTS TABLE OF CONTENTS Section

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

Journey to 3rd Platform Digital Customer Experience

Journey to 3rd Platform Digital Customer Experience Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in

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

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

ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report

ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report ABSTRACT 2011-2012 Hosted Contact Center Infrastructure Market Report The fourth annual Hosted Contact Center Infrastructure Market Report provides a thorough analysis of this rapidly evolving technology

More information

Support for a Diverse IT Environment

Support for a Diverse IT Environment Evolving IT Support From the Service and Help Desk to Broader IT Management 9857-76 July 2014 Contents Introduction... 3 ITS Trends... 4 ITS Challenges... 7 Summary and Recommendations... 9 Vendors at

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

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

BUILDING A SUCCESSFUL ROADMAP TO THE CLOUD

BUILDING A SUCCESSFUL ROADMAP TO THE CLOUD BUILDING A SUCCESSFUL ROADMAP TO THE CLOUD INTRODUCTION Chances are your company has dabbled in the cloud. Perhaps you have moved the company Website to an on-demand cloud-based infrastructure service.

More information

Setting the Record Straight About Cloud-Based Contact Centers

Setting the Record Straight About Cloud-Based Contact Centers Setting the Record Straight About Cloud-Based Contact Centers September 2012 Sponsored by: - 1-2012 DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Solutions Are Secure... 1 Cloud-Based

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

Oracle and Telephony@Work

Oracle and Telephony@Work Oracle and Telephony@Work Acquisition Announcement Customer and Partner Presentation June 13, 2006 Expands Oracle On Demand with Leading IP-based Contact Center Solution THIS DOCUMENT IS FOR INFORMATIONAL

More information

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer

More information

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2

More information

A Case Study in Customer Contact Transformation

A Case Study in Customer Contact Transformation A FROST & SULLIVAN EXECUTIVE SUMMARY A Case Study in Customer Contact Transformation In Collaboration With: View the ondemand version of the ebroadcast: www.frost.com/centers Mobile customer care, IVR

More information

From IVR to Automated Customer Interaction

From IVR to Automated Customer Interaction From IVR to Automated Customer Interaction Automated Interactive Customer Contact (Chat, SMS/Text, and Virtual Agent) Solutions have a Strong Future if they are Deployed Wisely January 2014 Contents Introduction...

More information

Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS

Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS Regional Grocers Gain a Fast, Differentiating Competitive Edge with SaaS Contents 03 04 07 10 Introduction What CMOs Want What CIOs Want Key Considerations with Cloud Based Strategies Introduction Today

More information

Developing SAP Enterprise Cloud Computing Strategy

Developing SAP Enterprise Cloud Computing Strategy White Paper WFT Cloud Technology SAP Cloud Integration Service Provider Developing SAP Enterprise Cloud Computing Strategy SAP Cloud Computing is a significant IT paradigm change with the potential to

More information

Video-enabled unified communications

Video-enabled unified communications Video-enabled unified communications We are now Unify. Unify continues to be one of the world s largest communications software and services firms. This document contains third-party content that refers

More information

Cloud Computing in Banking

Cloud Computing in Banking Financial Services the way we see it Cloud Computing in Banking What banks need to know when considering a move to the cloud Contents 1 Overview 3 2 Why Cloud Computing for Banks? 4 2.1 Cost Savings and

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

Cisco Data Center Optimization Services

Cisco Data Center Optimization Services Cisco Data Center Optimization Services Evolve your data center solutions to support business growth, deliver nextgeneration services, and maintain competitive advantage with Cisco Data Center Optimization

More information

Accenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud

Accenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on the

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

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

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

2013 North American Omni-Channel Customer Engagement Company of the Year Award

2013 North American Omni-Channel Customer Engagement Company of the Year Award 2013 2013 North American Omni-Channel Customer Engagement Company of the Year Award 2013 Frost & Sullivan 1 We Accelerate Growth Company of the Year Award Omni-Channel Customer Engagement North America,

More information

C l o u d - B a s e d S u p p l y C h a i n s : T r a n s f o rming M a n u f a c t u r ing Performance

C l o u d - B a s e d S u p p l y C h a i n s : T r a n s f o rming M a n u f a c t u r ing Performance M A R K E T S P O T L I G H T C l o u d - B a s e d S u p p l y C h a i n s : T r a n s f o rming M a n u f a c t u r ing Performance October 2012 Adapted from Business Strategy: Supply Chain in the Cloud

More information

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

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

ABSTRACT. 2015-2016 Contact Center Workforce Management Product and Market Report

ABSTRACT. 2015-2016 Contact Center Workforce Management Product and Market Report ABSTRACT 2015-2016 Contact Center Workforce Management Product and Market Report 1 DMG Consulting s eighth annual Contact Center Workforce Management Product and Market Report provides the most accurate,

More information

VIRTUALIZATION FOR VIDEO SURVEILLANCE ENVIRONMENTS

VIRTUALIZATION FOR VIDEO SURVEILLANCE ENVIRONMENTS VIRTUALIZATION FOR VIDEO SURVEILLANCE ENVIRONMENTS P IVOT3 SERVERLESS C OMPUTING OFFERS A NEW WAY TO R EDUCE P OWER, COOLING, AND R ACKSPACE A White Paper Prepared by: Dilip Sarangan, Industry Analyst,

More information

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new?

Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? Upgrade or Replace? You want more from your call center software. But should you update your current system or opt for something new? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE In today s digital age, it s

More information

Applying BI to Voice Communications: Taking Technology Investments to the Next Level

Applying BI to Voice Communications: Taking Technology Investments to the Next Level Applying BI to Voice Communications: Taking Technology Investments to the Next Level A Frost & Sullivan White Paper Rob Arnold, Author frost.com Introduction... 3 The Voice and Data Disconnect... 3 Bringing

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

Tips for Choosing a Cloud Service Provider

Tips for Choosing a Cloud Service Provider Tips for Choosing a Cloud Service Provider An Executive Brief Sponsored by IBM march 2011 www.frost.com Stratecast Frost & Sullivan TIPS FOR CHOOSING A CLOUD SERVICE PROVIDER The biggest myth in technology

More information

Software as a Service Offers Broadening Appeal for Small and Medium-Sized Discrete Manufacturers

Software as a Service Offers Broadening Appeal for Small and Medium-Sized Discrete Manufacturers Software as a Service Offers Broadening Appeal for Small and Medium-Sized Discrete Manufacturers WHITE PAPER Sponsored by: SAP Simon Ellis November 2010 IDC MANUFACTURING INSIGHTS OPINION Software as a

More information

The Truth about the Cloud in Small Contact Centers

The Truth about the Cloud in Small Contact Centers The Truth about the Cloud Paul Stockford Chief Analyst Saddletree Research Gina Clarkin Market Solutions Manager Interactive Intelligence, Inc. Contents Introduction... 3 Who is Using Cloud-Based Contact

More information

Answering Your Questions about the Cloud Contact Center

Answering Your Questions about the Cloud Contact Center Answering Your Questions about the Cloud Contact Center Donna Fluss Founder & President DMG Consulting Tim Passios VP, Solutions Marketing Interactive Intelligence, Inc. Table of Contents Q: As companies

More information

Decentralize Your Business Operations with Hosted VoIP Phone Systems

Decentralize Your Business Operations with Hosted VoIP Phone Systems White Paper Decentralize Your Business Operations with Hosted VoIP Phone Systems Contents Executive Summary....2 Five Benefits of Hosted VoIP....2 Benefit #1 support home workers....2 Benefit #2 cost effective

More information

Preparing Your Infrastructure for Enterprise Social Software: Strategies for Success

Preparing Your Infrastructure for Enterprise Social Software: Strategies for Success Preparing Your Infrastructure for Enterprise Social Software: Strategies for Success A Frost & Sullivan White Paper By Melanie Turek Industry Director EXECUTIVE SUMMARY As organizations navigate through

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

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

Hosted Contact Center Solutions

Hosted Contact Center Solutions Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact

More information

Taking Control by Letting Go: Optimizing Your SAP Environment via the Cloud

Taking Control by Letting Go: Optimizing Your SAP Environment via the Cloud Taking Control by Letting Go: Optimizing Your SAP Environment via the Cloud An Executive Brief Sponsored by Symmetry Corporation www.frost.com TABLE OF CONTENTS TAKING CONTROL BY LETTING GO: OPTIMIZING

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

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information