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

Transcription

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

2 Market Opportunity According to Contact Babel in December 2011 there were 650,000 contact centre positions in the UK and this is set to continue growing, reaching 710,000 by When considering the contact centre market we tend to think of the large banks, airlines and utilities that employ hundreds if not thousands of contact centre agents. However, there are approximately 4,200 organisations in the UK that have contact centres of less than 100 agent positions, and it is this segment of the market that is growing rapidly. The Hosted Contact Centre Opportunity Any organisations looking to setup a contact centre, or any established contact centre looking for a technology refresh, traditionally had to make substantial capital investment in infrastructure and applications as well as embark on a lengthy, high-risk deployment process. The hosted contact centre proposition changes this, providing small contact centres with access to solutions that previously only the large contact centres could afford. Putting in place an effective contact centre solution has never been easier with a pure pay-as-you-go OPEX model removing the need for capital investment and a rapid deployment approach that takes days rather than months. It is therefore not surprising that the sale of hosted contact centres is substantially outgrowing traditional premise-based solutions with Ovum and Frost & Sullivan estimating growth between 15% and 45% - an attractive market in current economic climates. UK Contact Centre Continues To Grow Approximately 4,200 Contact Centres Have Less Than 100 Agents Growth Is Dominated By Hosted Contact Centres Projected 15-45% Annual Growth

3 Who Should Consider Reselling A CIRRUS Hosted Contact Centre A hosted contact centre proposition changes the game you no longer need to be an established contact centre infrastructure provider to be able to offer your customers a hosted contact centre service. Telecommunication Service Providers companies that migrate to hosted contact centres tend to migrate their lines and minutes to that provider. Extending your portfolio to offer a hosted contact centre proposition protects current revenues, secures margin through increasing perceived value and generates additional revenues from the hosted contact centre service. Contact Centre Solution Providers hosted contact centres present a high-growth opportunity in the market you currently service. Partnering with Cirrus provides you with the opportunity to broaden your portfolio, protect your position and extend your addressable market. Outsourced Contact Centre Providers most organisations operate a hybrid model with outsourced contact centres complementing internal ones. The ability to differentiate your capability with a hosted contact centre platform that enables seamless integration and customer experience will enable you to win more business, increase the value of this business and increase customer retention. IT Infrastructure Providers with converged voice and data, the contact centre now sits firmly in the domain of IT. Being able to offer a hosted contact centre service enables IT Infrastructure providers to extend your reach into your accounts and establish yourself as the end-to-end trusted advisor. CRM Providers now have the opportunity to extend beyond the agent desktop and provide the core communication infrastructure for the contact centre. This not only extends the revenue potential of each account - it enables you to establish a continuity revenue stream and secure the position of your CRM solution. Contact Centre Consultants & Advisors are best placed to influence the technology direction of the contact centre. The ability to offer a hosted contact centre solution enables you to extend your services and value through to an operational capability. Protect Customers By Delivering Additional Value Increase Revenues By Providing A Hosted Contact Centre Service Benefit From Recurring Monthly Revenue A Partnership That Works The Way You Want To Work

4 Partnering with Cirrus At Cirrus we believe that we have created the best hosted contact centre solution available in the UK and can enable you to quickly build recurring revenues from offering your customers and prospects a full Contact-Centre- As-A-Service (CCaaS). We have designed a partner program that enables you to work with us in the way that best suits your business now, yet provides an easy path for you to transition your engagement model as your confidence and business grows. CIRRUS ADVOCATE as an Advocate you gain all of the benefits from being able to offer a hosted contact centre solution without having to invest in the resources and capabilities to sell, implement or support this solution we do this for you and pay you a referral commission over the course of the contract. CIRRUS PARTNER as an authorised Partner you have the ability to resell the CIRRUS proposition, however, we provide you with the experience and expertise to make you successful. We take care of deployment, providing support and ongoing billing you receive recurring margin over the course of the contract. CIRRUS PROVIDER as a Provider we enable you to offer your own branded hosted contact centre solution without having to invest in building your own infrastructure. We create a segmented service in our cloud that carries your brand, we enable your team to position, sell, deploy and support and we provide you with the ability to bill your customers direct if you so choose. CIRRUS ADVOCATE CIRRUS PARTNER CIRRUS PROVIDER Identify Opportunities Advocate Partner Provider Sales Engagement Cirrus Joint Provider Pre- Sales Support Cirrus Joint Provider Contract With Customer Cirrus Partner Provider Deployment & Configuration Cirrus Cirrus Provider Technical Support Cirrus Cirrus Provider Customer Billing Cirrus Cirrus Provider

5 CIRRUSPHERE Our Partner Centric Programme CIRRUSPHERE is our unique partner programme designed to support our partner in becoming highly effective and successful. It takes into account the varying origins of our partners and also the level at which they engage with us Advocate, Partner or Provider. In creating this programme we aim to provide partners with every aspect of support they need to capitalise on the market opportunity, while also enabling them to grow the partnership in line with their business aspirations. CIRRUSPHERE Marketing we not only provide our partners with access to all of the marketing assets we have created around the CIRRUS proposition, but we actively help you to create opportunity. You will be given access to our marketing team who will help you tailor your messages and execute proven CIRRUS based campaigns. CIRRUSPHERE Sales Support we believe that every opportunity is precious and as such we work with you on each sales engagement maximising your win rate. For Advocates we leverage your introduction and relationship and provide a full selling service. For Partners and Advocates we stand with you in positioning Cirrus and provide you with the pre-sales technical support, while over time transferring this knowledge and capability to you. CIRRUSPHERE Deployment & Configuration our technical team will work closely with you in defining customer requirements and then bringing into service their CIRRUS Contact Centre. For CIRRUS Providers we enable you to create your own white labelled service and our technical team works with you to enable your technicians to provision, deploy and configure your customer solutions. CIRRUSPHERE Support we provide a comprehensive technical support service responding to service issues and emerging customer requirements. As a Cirrus partner you have the choice of how we deliver this service, either directly to the customer or acting as part of your virtual team, providing expert second-tier support to your front-line support desk. CIRRUSPHERE Billing most partners do not have a capability to perform direct billing to their customers, as such this is an integral part of the service provided by Cirrus. We leverage our billing engine to invoice customers on a monthly basis and provide margin statements to our partners.

6 WHY CIRRUS? Over 200 organisations are leveraging the CIRRUS hosted telephony and virtual call centre platform to improve the way they interact with their customers. We have demonstrated that it is not only possible to deliver carrier grade, tier one hosted telephony services as an on-demand cloud-based service, but that such a service can deliver far greater capability to endusers at a significantly reduced Total Cost of Ownership. As a company, Cirrus has proven to be credible in applying many years of customer interaction and contact centre experience to produce highly innovative, capability-rich and reliable call management solutions. As a product, CIRRUS continues to be widely accepted as the new way in which organisations can transform their service delivery, and has gained some high profile users including itlab, National Express, NHS, NSPCC, RBS, Sightsavers and Virgin Trains to name but a few. CIRRUS CONTACT CENTRE is designed for those organisations looking to establish their first contact centre or looking to place more structure and capability around a current virtual environment of customer facing staff. CIRRUS Contact Centre provides these organisations with cost-effective access to the capabilities found in larger contact centres. It enables them to define exactly the experience they want to deliver to their customers and then intelligently manages the queuing and routing of calls into their virtual environment. CIRRUS CONTACT CENTRE PRO provides what we believe to be the most comprehensive contact centre capability in the market and delivers this to any agent in any location. It is perfect for established contact centres that have outgrown their existing platform and wish to upgrade without the need for extensive capital outlay. It enables these contact centres to transform the way they operate through advanced queue management and workflow and our unique value based routing. CIRRUS Applications CIRRUS Call Manager CIRRUS Contact Centre CIRRUS Contact Centre Pro Connect Intelligent Routing Auto Attendant and Voice Prompts Insight and Reporting Configure and Manage Desktop Integration Advanced Queuing Monitor and Recording Real-Time Visibility Advanced Routing Cirrus, 3 Angel Walk, Hammersmith, London W6 9HX T: Cirrus is a Direct Response Company