1. Webinar Is It Time To Move Your Contact Center To The Cloud?
Art Schoeller, Principal Analyst
March 15, Call in at 9:55 a.m. Eastern time

2. Agenda Contact centers in the age of the customer
Cloud computing trends
Barriers to adoption
Migration considerations
Recommendations
Q&A

3. Contact centers continue their key role in the age of the customer
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester report

4. Customer Experience Index scores
Source: North American Technographics® Customer Experience Online Survey, Q (US) and
North American Technographics® Customer Experience Online Survey, Q (US)

5. Consumer support channel preference

6. 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 routing and tracking — including transition to VoIP
The need for 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

7. Cloud adoption accelerates in 2012
“What are your firm’s plans to adopt the following software technologies?” (Respondents who selected “implementing, not expanding,” “expanding/upgrading implementation,” “planning to implement in the next 12 months,” or “planning to implement in a year or more”)
SaaS
By the end of 2012, 45% of all companies will be using SaaS (60% in 2012!).
IaaS
PaaS
Base: 1,900 to 2,438 software decision-makers
Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009; Forrsights Software Survey, Q ; Forrsights Software Survey, Q4 2011

8. The shift from cost and speed to business performance
Base: North American and European software decision-makers who are using or planning to use SaaS
“How important were the following benefits in your firm’s decision to use SaaS?”
(Percentage of respondents who selected 4 [important factor] or 5 [very important factor])
(Select one for each row)
Source: Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009; Forrsights Software Survey, Q4 2010; Forrsights Software Survey, Q4 2011
“Lower overall cost”
“Improved business agility”

9. Barriers for cloud contact centers
Product life cycle of contact center technology
Conservative contact center management
Best-of-breed versus suite
Classic cloud computing concerns
Security
Scalability
Reliability
Support for real-time media — connecting to the cloud
Pricing models
Rent versus buy crossover point
Licensing models
“Chicken and egg” of market supply and demand
Recent migration to VoIP

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

11. VoIP transition is still a key “trigger” for migration
Source: Forrester Consulting

12. Customers are demanding more licensing flexibility
“How valuable does, or would, your firm find the following features in software license agreements?”
(Respondents who selected “valuable” or “very valuable”)
Customers want flexibility to scale up, down, or across.
Customers are not ready for value-based pricing.
Base: 2,198 software decision-makers with more than 20 employees
Source: Forrsights Software Survey, Q4 2011

13. Pay-per-use is beginning to mature
“In (insert next year), what percentage of your software license spending will go to the following types?”
Base: software decision-makers
Source: Enterprise And SMB Software Survey, North America And Europe, Q3 2007; Enterprise And SMB Software Survey, North America And Europe, Q4 2008; Enterprise And SMB Software Survey, North America And Europe, Q ; Forrsights Software Survey, Q4 2010; Forrsights Software Survey, Q4 2011
Note: Each survey predicts spending for the upcoming year.

14. Cloud computing and contact centers

15. Managing the transition to cloud contact centers
IT — infrastructure
Contact-center-specific
Architect
Operations
Business process analyst
Contact center operations
Servers
Storage
Network
Architecture
Service levels
Staffing
Process monitoring
Customer satisfaction
Private cloud
Premise
SaaS

16. Cloud contact center suppliers
Pure-play cloud
LiveOps, inContact, 8x8, Echopass, Five9, and VoltDelta
Premise providers
Avaya, Cisco Systems, Genesys, and Aspect
Premise and cloud
Interactive Intelligence and Aspect (USAN)
Outsourcers
West (Genesys, Smoothstone) and TeleTech (Cisco)
Carriers
AT&T, Verizon, and CenturyLink

17. Recommendations
Contact center road map should incorporate customer experience initiatives.
Mobile, social, multichannel, and 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.
Inspect the details of a cloud contact center offer.
Redundancy — network and application
Source of contact center technology
Options for different deployment models
Some models can preserve more in place infrastructure
Ensure that the sourcing team has experience with SaaS subscription models.
Engage risk and compliance teams to evaluate cloud vendor practices.

18. Thank you Art Schoeller +1 617.613.8811 aschoeller@forrester.com