CCMG After Forever Conference Day 2, Solutions Stream 16:00 - Contact Centre Evolved – Proactive Engagement and Software as a Service (SaaS) Luke Behrmann

1. Contact Centre Evolved –
Proactive Engagement
and Software as a Service
(SaaS)
Presented by: Luke Behrmann
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

2. Where did we come from and where are we going?
An African mobile phone success story
The impact of mobility is clear…
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3. The cloud is the key
The contact centre is evolving - many organisations are
unable or not willing to invest capital into the contact centre
technologies.
How do we overcome the challenge and reduce costs and
provide access to technology on an operating expenditure
model?
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

4. Co-hosted
Hosted
Software as a Service
What is the cloud?
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

5. Automation
Qualifying the call before engaging the
expensive resource.
How can proactive contact methodologies save
investments in human capital?
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

6. Automation – a success story
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

7. Pre- developed - customization
What is the application-based model for automated
services and how does this save money?
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

8. Applications:
Collections
Surveys
Verification
Medical authorisations
Appointment reminders
Welcome calls
Examples of applications, rapid application deployment and
subscription models
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

9. RAD
What is it?
How does it fit our requirements?
Rapid Application Deployment
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

10. Why subscribe?
Transactional billing
Subscription Models
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

11. According to Forrester’s 2014 customer service
trends:
• Customers demand omni-channel service
• Customers expect outbound notifications
• 67% of customers use web self-service
knowledge to get help
• 29% of enterprises planning to invest in
proactive communications in next 12 months
• Organizations will be seeking help around
domain expertise and compliance regulations
• Customer service organizations are adopting
SaaS solutions for agility
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

12. Omni-channel and context sensitive routing leveraging
cloud-based solution.
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

13. 1. Losing your customers as your competition is overtaking you
2. Becoming slower and slower to adapt to new emerging
channels (Twitter, Facebook, WhatsApp, …) as you cannot
keep up
3. Wasting money as On-premise deployments cannot stay cost-efficient
4. Headcount needed for more sophisticated tasks are used for
outbound campaigns that can be automated without sacrificing
customer experience
5. Missing an opportunity to involve your customers in improving
your business
If you do not embrace outbound communications, Omni-channel
engagement, proactive self-service, the SaaS
model, you risk…
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

14. To recap Thank you.
•How to reduce capital expenditure and time spent
implementing contact centre technologies.
•What automation is available to optimise process flow in
the organisation and allowing reduction or redeployment of
head count.
•How an application based model will optimise investment
in technology
•How do customers want to engage, how do we manage
that expectation and meet or exceed it.
©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013