Contact Center Consolidation and Centralization: Building a Plan to Get There

Transcription

1 Contact Center Consolidation and Centralization: Building a Plan to Get There November 3 rd

2 Interactive Intelligence, Inc. Founded in 1994 with over 4,000 customers worldwide Single, all-in-one platform Standards base All-software Wide breadth of applications Cloud or Premise 2

3 Our Industry Expert Presenters Interactive Intelligence, Inc.

4 Our Industry Expert Panelists Interactive Intelligence, Inc.

5 Housekeeping Content will be available afterwards Session is being recorded More materials available at the end Questions? 5

6 Poll #1 6

7 Contact Center Consolidation and Centralization Trends Drew Kraus Research Vice President November 3, 2011 Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via Gartner is a registered trademark of Gartner, Inc. or its affiliates.

8 Agenda Consolidation and centralization project drivers Key benefits o Synergies with CIO priorities Cautions before getting started Critical steps to success

9 Consolidation and Centralization Project Drivers Infrastructure refresh projects o Obsolete investments Broader data center & UCC consolidation projects o Cost reduction Organizational merger & acquisition activity o Rationalization of investments o Drive toward consistency

10 Consolidation and Centralization Key Benefits Reduce or eliminated duplicative spending for infrastructure, applications, service & maintenance, and IT resources Tighter and more flexible integration between application components More consistent use of business rules and faster propagation of changes in both automated and assisted service Optimized staffing through distribution of skills for DR/Follow-the-Sun/supporting call spikes Centralized & consistent real time & historical reporting More manageable and effective use of analytics

11 Gartner CIO Survey: Business Strategies Supported by the CIO Source: Gartner CIO Survey (January 2011)

12 Gartner CIO Survey: CIO IT Strategies Source: Gartner CIO Survey (January 2011)

13 Consolidation and Centralization Key Challenges Organizational opposition o o Involve business units early in needs analysis Be prepared to support a federated model for some or all contact center operational units Support for existing applications o o Determine which point solutions are warranted Evaluate integration tools LAN/WAN infrastructure VoIP readiness o Conduct thorough infrastructure review prior to implementation Ability to adapt to changing business needs o o Evaluate flexibility of new architecture Thick vs. thin/browser-based agent desktop

14 Consolidation and Centralization Building Your Plan Gain executive buy-in Inventory existing infrastructure and operations Work with key stakeholders early to define 5-year end-state goal for operations and technology o o o Benefits desired Evaluate and address concerns Gain stakeholder buy-in Determine foundational technologies and vendors to build solution around o Allow for support of point solutions where warranted Prioritize investments and begin phased trials for operations and technology changes

15 Poll #2 15

16 Contact Center Consolidation and Centralization: Building a Plan to Get There Brad Herrington Senior Manager, Solutions Marketing 16

17 Contact Center Consolidation and Centralization Consolidating onto a centrally managed contact center platform, wellequipped to service all your locations, can drive down your cost of ownership, while at the same time delivering more advanced services to your customers. Elimination of the multitude of systems in various locations, from various vendors, with distinct administrative interfaces provides an improved ability to centrally manage communications across the enterprise. Productivity increases through a common set of applications and services and the ability to deliver new functionality simultaneously across all locations. And overall reliability and availability of services can increase substantially. All well and good, but how do you get there? 17

18 Contact Center Consolidation and Centralization Consolidating onto a centrally managed contact center platform, wellequipped to service all your locations, can drive down your cost of ownership, while at the same time delivering more advanced services to your customers. Elimination of the multitude of systems in various locations, from various vendors, with distinct administrative interfaces provides an improved ability to centrally manage communications across the enterprise. Productivity increases through a common set of applications and services and the ability to deliver new functionality simultaneously across all locations. And overall reliability and availability of services can increase substantially. All well and good, but how do you get there? 18

19 Benefits of Consolidation - Systems ACD IVR REC Who sees value? PBX VM FAX ACD PBX REC IVR FAX VM 19

20 Benefits of Consolidation - Systems ACD IVR REC Who sees value? PBX VM FAX Contact Center Manager ACD PBX REC IVR FAX VM IT Manager 20

21 Benefits of Consolidation - Administration ACD Who sees value? ACD/WFO/QA Manager WFO QA IT Manager ACD / WFO / QA 21

22 Benefits of Consolidation - Administration ACD WFO QA 22

23 Benefits of Consolidation - Administration ACD WFO Name Tim Smith Name Tim Smith Group Skill Support Spanish Group Skill Support Spanish QA Name Group Skill Tim Smith Support Spanish 23

24 Benefits of Consolidation - Administration ACD WFO User Record Name Group Skill Tim Smith Support Spanish QA IT Manager ACD/WFO/QA Manager 24

25 Benefits of Consolidation - Administration ACD WFO User Record Name Group Skill Tim Smith Support Spanish QA IT Manager ACD/WFO/QA Manager Business Analytics Management/Operations 25

26 Benefits of Consolidation - Applications CRM s Communications Inbound Channels Chat Fax SM 26

27 Benefits of Consolidation - Applications CRM s Communications Inbound Channels Chat Fax SM IT Manager CC Manager Agents 27

28 Path To Consolidation Drivers in the Enterprise and Contact Center Scalability Reliability Recovery Flexibility 28

29 Path To Consolidation - Network 29

30 Path To Consolidation - Systems 30

31 Path To Consolidation Administration 31

32 Path To Consolidation - Applications 32

33 Path To Consolidation - Deployment PSTN PSTN PSTN 33

34 Path To Consolidation Deployment Network Assessment VoIP/SIP Remote Sites Systems PBX ACD IVR Administration Reporting Analytics Measurements Applications CRM Media Channels Desktop Clients 34

35 QUESTIONS 35

36 Thank you! Interactive Intelligence, Inc