Moving to the Cloud Eric Tamblyn, VP Global Product Innovations

Transcription

1 Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle

2 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage Based Pay per Unit Building a Seamless Enterprise in the Cloud May 2011 How Service Providers win in the market with Genesys hosted/saas solutions 2

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4 Why Customers Choose the Cloud No Capital Expense, Pay As You Go Model Ease of provisioning & managing multi-site & remote agents Flexible scalability & business agility Reduced system maintenance & management costs Reduced IT Budget to buy & maintain infrastructure in-house Rapid time to deployment To support remote/at-home agents Managing technology is not core competency Other Don't Know 0% 10% 20% 30% 40% 50% 4 COPYRIGHT 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

5 Thousands Cloud Contact Center Momentum COPYRIGHT 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

6 The Genesys Solution Effectively manage the contact center from the Cloud: In bound and outbound Voice Agent Desktop Speech & touch-tone Self-Service (IVR) Reporting and Analytics Effectively Manage New Interaction Channels from the Cloud: Outbound Proactive Notification Smartphone integration Back Office Work Items (iwd ) Social Media Web Chat, SMS, Mobility 6 COPYRIGHT 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

7 Genesys Partners in the Cloud Providing unique Genesys Hosted Solutions to serve a variety of customer needs, sizes, and industries Mobile Marketing Plan March , Genesys Telecommunications Laboratories, Inc. All rights reserved.

8 Customers 1,500 + and Counting 8 COPYRIGHT 2011 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

9 Is It Time To Move Your Contact Center To The Cloud? Art Schoeller, Principal Analyst Contact centers and Unified Communications G-FORCE April 18th, Forrester Research, Inc. Reproduction Prohibited

10 Agenda Contact centers in the Age of the Customer Consumer channel preferences Maturity of contact center technology Cloud computing trends and impact on contact centers Making the change what to consider The cloud contact center service provider landscape Key questions to ask of prospective suppliers Recommendations 10

11 Contact centers continue their key role in the Age of the Customer 11

12 Customer Experience Index Scores 12

13 Customer Experience Job Postings Have Increased Exponentially Since Source: January 14, Customer Experience Predictions report.

14 The Many Faces Of Chief Customer Officers 14 Source: January 20, 2012 The Chief Customer Officer (CCO), 2012 report.

15 Consumer support channel preference 15

16 Age of the Customer implications Linking contact centers to the entire customer experience strategy Increased emphasis on customer satisfaction tracking Shift to balanced scorecards Multichannel AND cross channel routing and tracking The need for an agile contact center infrastructure WFO vendors response Performance Management Voice of the customer ACD / UC vendors response Add or improve multichannel (e.g. Social) Boost reporting / Performance Management 16

17 Maturity of key contact center components 17 Source: August 29, 2011 TechRadar For Infrastructure And Operations Professionals: Contact Center Solutions, Q report.

18 VoIP transition still a key trigger for migration 18 Source: Forrester Consulting

19 The shift from cost and speed to business performance How important were the following benefits in your firm s decision to use SaaS? (Percent of respondents that selected 4 important factor or 5 very important factor) (Select one for each row) Lower overall cost Improve business agility Base: North American and European software decision-makers who are using or planing to use SaaS 19 Source: Forrsights Software Survey, Q4 2009, 2010, 2011

20 Cloud computing and contact centers 20

21 Barriers for cloud contact centers old habits are hard to change The long lifecycle of contact center technology Conservative contact center management resists major change Continuing emphasis on best of breed versus suite Classic cloud computing concerns Security Scalability Reliability Reliability concerns about real time media connecting to the cloud Pricing models Rent versus buy cross over point MAY not work out Licensing models can be confusing Chicken and Egg of market supply and demand A number of enterprises may have recently migrated to VoIP 21

22 Why change? End of life or major upgrade of existing voice / ACD infrastructure Upgrade to integrated multichannel Merger and acquisition Business strategy is driving a virtual, multi-site contact center Transformation to a more agile infrastructure 22

23 Assessing the move to a cloud contact center Roadmap and age of assets Some may get stranded Integrations needed CTI, WFM, QM Rewrite of IVR applications Carrier routing integration Assessment of cloud provider stack Capacity of IT to support contact center business rules optimization 23 Innovation through build or rent Depth of adoption of existing applications Anticipate changes in reporting More rigorous profile of traffic to project OPEX budget How to manage new capabilities (e.g. multichannel, skills, home agents)

24 Cloud contact center vendor landscape Carriers AT&T Verizon CenturyLink Outsourcers Teletech West Convergys Each camp leverages core assets to define their competitive advantage Premise based Avaya Cisco Genesys Interactive Intelligence Pure Play Echopass incontact 8x8 Liveops 24

25 Key considerations for selecting a provider Financials, references The source of their technology If it s a partner then what is the relationship and their SLA s? Do you desire the same application set you have today? Does the provider support hybrid, private hosted, and/or pur SaaS? SLA s supported Architecture for DA/HA Engage your risk and compliance team to audit their data center and operations Change management procedures Pricing model Ability to support integrations Carrier relationship would they leverage your existing contract? 25

26 Recommendations Contact center roadmap should incorporate customer experience initiatives Mobile, social, multichannel, customer surveys VoIP transition can be used as a trigger to consider cloud Consolidating to a private cloud model can be an effective transition point Ensure sourcing team has experience with SaaS subscription models Assess your current premise oriented service provider who may not make the transition to the cloud 26

27 Thank you Art Schoeller Forrester Research, Inc. Reproduction Prohibited