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TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Contact Center as a Service (CCaaS) INCLUDING ADJUNCT APPLICATIONS
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 2 Key Trends
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. What Keeps Contact Center Managers Awake? Top ways to address concerns Customer experience improvement (Self-service) Business process optimization (Self-service) Agent desktop optimization (CTI) Analytics Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 4 Shift to Cloud-Based Contact Centers Source: ContactBabel, The US Contact Center Decision-Makers’ Guide, 2013 Source: Aberdeen, Transitioning your Contact Center from On-Premise to the Cloud, April % lower annual contact center costs
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Functionality Benchmarks and Future Plans Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013 Technology / Application Currently using today Likely to implement in <12 mos Headsets95%3% Call recording84%7% IP infrastructure77%6% ACD/PBX functionality81%4% 64%8% Touchtone IVR69%8% MIS65%9% Workforce management51%18% Web chat43%18% Outbound dialer37%4% Customer service mobile app33%14% Analytics27%10% Automated speech recognition22%10% What majority are using Functionality being added 25% Call routing CRM/agent desktop 18% 8% 7% 15% 39% 30%
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 6 TeleSpace Capabilities
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 7 Broad, fully-integrated TeleSpace℠ Cloud Services UCaaS (hosted Unified Communications) UCaaS P1 Interconnected VoIP (eligible for E-rate) TPaaS (hosted TelePresence) CCaaS (hosted Contact Center) Innovative WAN Services for choice in how to connect Managed private cloud offers World-class Quad Core Network™ and Operations Secure, scalable, carrier-neutral, geo-redundant design One of industry’s most aggressive Service Level Agreements Sample customers Synergis Education (UCaaS, educational services) One of America’s top 3 homebuilders (TPaaS, real estate) Get Insured (UCaaS/CCaaS, health insurance) sold by ShoreGroup Corporate Snapshot
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 8 Lead with Cisco Powered Cloud Services Same on-premise applications now available via monthly subscription
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Unmatched Strength of Quad Core Network™ Secure design Carrier class Fault-tolerant Geo-redundant High availability Carrier-neutral access Independently scalable MPLS Core DMVPN / Mobility Core Data Center Unified Fabric Core Fabric Computing Core 9 Internet / MPLS Austin production data center ASR9K Internet / MPLS ASR9K Backbone Waves Dallas telecom/partner peering POP ASR9K Fabric Computing Cloud Ashburn production data center ASR9K
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 10 Trailblazer in Service Operations Resilient, Reliable, Predictable, and Accountable Geo-redundant NOCs (certified technical engineers) 99.99% service & infrastructure uptime guarantees World-Class Support Expertise & Innovation TeleSpace intellectual capital Industry best practices Market-leading tools Proven ITSM processes
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 11 Contact Center as a Service (CCaaS) Subscriptions can support 25 to 1000’s of users Hosted agents and supervisors Precision routing (most proficient agent for customer) Mobile device flexibility (TeleSpace CCaaS with UCaaS Pro) Reporting Seamless options for best-in-class adjunct applications Bucher+Suter: CRM integration eGain: , web chat & co-browse Calabrio: recording voice calls & screen captures, workforce management and analytics Nuance: self-service IVR (interactive voice response) and speech recognition Acqueon: outbound dialer Multi-customer environment Individual, dedicated instance of the services you want (vs. all customers sharing same services) Bursting subscription option for seasonal increased capacity needs
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Noteworthy Distinction with TeleSpace Secure, scalable and flexible Quad Core Network™ High reliability with our “carrier-neutral” design Alternate WAN access to TeleSpace (if not using corporate MPLS circuits) Single, integrated applications platform Running complete Cisco Powered Collaboration portfolio Managed private cloud offers for adjunct/ecosystem applications TelePresence breadth Support SIP- and H.323-compliant endpoints (Cisco, Polycom, LifeSize, et al.) Extensive functionality (B2B, multipoint, recording, capture/transform/share) Contact Center depth Supports 25 to 1000’s of users (Cisco UCCX and UCCE) Simplified contact center environment incorporates best-in-class partner apps Multi-customer environment Aggressive Service Level Agreements Enjoy 99.99% service and infrastructure uptime guarantees
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 13 Working with Customers
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Simplified Business Case Average 27% lower annual contact center costs for cloud Line receptionists to route calls (TeleSpace CCaaS subscription) Agent salary/time to answer repetitive questions and handle repeat calls (IVR, multi-channel analytics) Agent recruitment & training (call recording, quality monitoring tools, workforce management) Proactively reducing potential for litigation, regulatory fines (customer interaction analytics) Seamless access to new functionality (TeleSpace integrated platform and bursting options) Positive impact on revenue Reduce churn (CTI/agent desktop optimization/screen pops and analytics) Gain instant customer feedback (IVR surveys, speech recognition) Increase sales conversion, customer value, and competitive response (analytics) Ensure business continuity, less lost revenue (TeleSpace fault-tolerant, geo-redundant disaster recovery and 99.99% uptime)
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 15 Performance Metrics Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013 Source: Harvard Business Review, “Stop Delighting Your Customers,” July/August 2010 Most Important Customer satisfaction Variety of home-grown formulas and tactics Net Promoter Score (NPS) Consider “Customer Effort Score” “How much effort did you personally have to put forth to handle your request?” First call resolution More accurate with multi-channel analytics to identify repeat callers, eliminate root causes Secondary Speed to answer Call abandonment rate (translates to lost revenue) Less Focus Call duration (handle time) Staff attrition rates
Thank you. 16
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