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TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Contact Center as a Service (CCaaS) INCLUDING ADJUNCT APPLICATIONS.

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Presentation on theme: "TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Contact Center as a Service (CCaaS) INCLUDING ADJUNCT APPLICATIONS."— Presentation transcript:

1 TeleSpace Confidential © 2013 TeleSpace. All rights reserved. Contact Center as a Service (CCaaS) INCLUDING ADJUNCT APPLICATIONS

2 TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 2 Key Trends

3 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

4 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

5 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%

6 TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 6 TeleSpace Capabilities

7 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

8 TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 8 Lead with Cisco Powered Cloud Services Same on-premise applications now available via monthly subscription

9 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

10 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

11 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

12 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

13 TeleSpace Confidential © 2013 TeleSpace. All rights reserved. 13 Working with Customers

14 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)

15 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

16 Thank you. 16


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