Why Moving Your Contact Center to the Cloud is the Way to Go

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Companies of all sizes can benefit from hosted contact center solutions. This presentation explains how hosted solutions are easily provisioned and maintained, provide an appealing alternative to the inflexibility of premise solutions, and allow enterprises to take advantage of cutting-edge technologies without maximum investment. View this presentation to learn the benefits of the cloud-based contact center concept and the major differentiators for hosted contact center architectures.

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  • Forrester Self-managed contact centers still dominate, but are in decline. “ Owning and running your own contact center infrastructure on your site has long been the dominant model in the industry. However, the percentage of respondents (in Forrester’s Contact Center Purchase Plans 2011 report, Oct., 2011) self-managing their contact centers dropped from 76% in 2010 to 72% in that year’s survey, and those considering self-managing in the future fell from 66% in 2010 to 60% in 2011. Using managed services for contact center shows the highest level of future interest. Future interest in moving contact centers to managed services model jumped from 19% in 2010 to 25% in 2011 . DMG Seat counts grew by 26.3% between 2008 and 2009, and by an even more impressive 42.4% between 2009 and 2010. The 2010 adoption rate of 3.5% is a 29.6% increase from the 2009 hosted contact center infrastructure penetration rate of 2.7%. This significant increase is supported by the 42.4% growth in hosted contact center seats. DMG predicts the hosted contact center infrastructure market will grow by 25%, 20%, 18% and 18% each year from 2011 to 2014, respectively.
  • Why Moving Your Contact Center to the Cloud is the Way to Go

    1. 1. WHY MOVING YOUR CONTACT CENTERTO THE CLOUD IS THE WAY TO GOFor more information please visit our website: www.usan.com 1
    2. 2. MEET THE PRESENTERSHarry Miller Tad ThompsonChief Operating Officer Senior Director of Enterprise SalesUSAN, Inc. USAN, Inc. For more information please visit our website: www.usan.com
    3. 3. TODAY WE WILLEXPLORE:‣ The changing contact center industry‣ Who can benefit from a cloud based solution‣ What are the Benefits of The Cloud‣ Is The Cloud right for you? For more information please visit our website: www.usan.com
    4. 4. THE CHANGINGCONTACT CENTER INDUSTRYWith technology advancement comes new development For more information please visit our website: www.usan.com
    5. 5. NEW FEATURES AND CAPABILITIES‣ Diverse infrastructures‣ New channels‣ New technology‣ Training For more information please visit our website: www.usan.com
    6. 6. NEW WAYS OF DOING BUSINESS‣ Unifying dispersed agents‣ Enhanced management tools‣ Reduced costs and increased productivity‣ Utilize new sales and service channels For more information please visit our website: www.usan.com
    7. 7. HOSTED IS BECOMINGTOP OF MIND“ [Hosted] Seat counts grew by 26.3% between 2008 and 2009, and by an even more impressive 42.4% between 2009 and 2010. DMG predicts the hosted contact center infrastructure market will grow by 25%, 20%, 18% and 18% each year from 2011 to 2014, respectively. DMG Consulting 2001 2012 Hosted Contact Center Infrastructure Market Report For more information please visit our website: www.usan.com
    8. 8. WHO BENEFITS FROMTHE CLOUD?The best candidates are:• Rapidly growing companies• Enterprises grown through acquisitions• Business with capital constraints• Organizations with multi-site centers• Requirements for work at home agents• Variable demand needs• Small/Medium companies needing advanced services For more information please visit our website: www.usan.com
    9. 9. CLOUD vs. PREMISE For more information please visit our website: www.usan.com
    10. 10. COSTCLOUD PREMISE-BASEDPay as you go / per transaction Pay before you useShift from CAPEX to OPEX Focus on CAPEXReduced operating expense Steady operating expenseEliminate end of life concerns End of life remains a concernAccess to new technologies New technologies must be purchasedTCO is favorable TCO is debatable For more information please visit our website: www.usan.com
    11. 11. SCALABILITYCLOUD PREMISE-BASEDBusiness owners continue to determinefunctionality requirements Functionality determined by vendorAccess to additional resources and best practices Paid access to resource and best practicesCommon management and reporting Proprietary reportingFacilitates knowledge and personnel transferbetween business units For more information please visit our website: www.usan.com
    12. 12. FLEXIBLE TECHNOLOGYINTEGRATIONCLOUD PREMISE-BASEDAccess to new and comprehensive functionality Access to enhancements is expensive and time-without investing a lot of time and money consuming (potential down-time)Network technology and provider options Limited technology and provider optionsUtilize hosting provider, enterprise and other third Self-reliant on existing resourcesparty resources For more information please visit our website: www.usan.com
    13. 13. FLEXIBLE TECHNOLOGYINTEGRATION TrueMyth Some hosted vendors haveHosted Solutions are trouble with thisNOT flexible forintegrations False Some hosted vendors have trouble with this For more information please visit our website: www.usan.com
    14. 14. RELIABILITYCLOUD PREMISE-BASEDGeographically dispersed systems and Redundancy possible but with additional purchasesredundancy strategy and investmentsDeep security infrastructure Limited to existing capabilitiesSingle point of contact for trouble resolution Self-reliant on in-house expertise or vendor supportCapacity and network management Limited to existing availability For more information please visit our website: www.usan.com
    15. 15. CARRIER NEUTRALITYCLOUD PREMISE-BASEDMore effective capacity planning and troublemanagement processes Limited to existing infrastructureRedundancy and survivability delivered atcarrier-grade standards when connected to a Limited to existing infrastructureprovider’s multi-node platformEnsure adequate capacity for contacts on Limited to existing infrastructuretheir networks For more information please visit our website: www.usan.com
    16. 16. VOIP/TDMWhatever protocol works best for your business ‣ Legacy TDM ‣ VoIP ‣ Multiple types of Compression For more information please visit our website: www.usan.com
    17. 17. DEMONSTRABLE ROI‣ Research projects ROIs of 20 to 50% depending on individual business environments‣ USAN analyzes existing call center infrastructure to create a custom cost comparison and projected ROI For more information please visit our website: www.usan.com
    18. 18. IS THE CLOUD RIGHT FOR YOU?Ask yourself: • Is our premise-based solution still meeting our needs? • Do we need more flexibility? • Do we need additional capabilities? • Do we have the expertise to leverage new technologies and contact channels? For more information please visit our website: www.usan.com
    19. 19. WHY MOVING YOUR CONTACT CENTERTO THE CLOUD IS THE WAY TO GOQUESTIONS3080 Northwoods CircleNorcross, GA 30071+1 770.409.2441 for Saleswww.usan.com | sales@usan.com For more information please visit our website: www.usan.com

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