Cloud Contact Center Software

10 Reasons to Move your Contact Center to the Cloud

Richard Dumas/ Director, Product & Sol...
Contact Centers Today: Complicated, Costly & Inflexible
• Complicated Technology Stack
–
–
–
–
–
–
–

2

ACD
Dialer
IVR
WF...
Costly to Operate
• Requires a huge investment
– Build your own data center
– Invest more as you grow
– Separate Systems
–...
Only 14% of enterprise
software deployments rated
“very successful” by I.T.*

*Consumption Economics
4

Company Confidenti...
Contact center managers imagined…
• More Control
• Greater Flexibility
• Higher Productivity
• Better Connect Rates
• High...
Contact Centers Move to the Cloud

6

*DMG Consulting

Company Confidential
Cloud Contact Center Adoption

7

*DMG Consulting

Company Confidential
Why are so many making the move?

8

Company Confidential
Reason #1: No Hardware

• No hardware, software or infrastructure
• Get a full featured contact center solution
• Focus on...
Reason #2: Fast Deployment
• Deploy in as little as 48 hours

• Simple admin tools let you change on the fly
• Professiona...
Example: Citrix
• Issues
– On premise software/hardware not agile
– Challenges supporting changes from 10
departments
– Ne...
Reason #3: Agents Anywhere
• Agents located anywhere around the world
• Just need a headset, computer and internet
connect...
Reason #4: Automatic Upgrades
• No more messy, expensive upgrades
• No upgrade surprises when products EOL’d
•

13

Access...
Reason #5: Easy Integrations
• Easily integrate with other cloud applications
•
•

Access to customer information & call l...
Example: Salesforce Integration

Demo

15

Company Confidential
Reason #6: Scale on Demand
• Add or remove agent seats & phone lines at
any time
•
•

No need to guess at peak capacity

•...
Example: New Jersey 2-1-1
• Issues:
– Needed secure solution to handle tens of thousands
of calls during disasters

• Resu...
Reason #7: Security
• Cloud vendors provide:
– Dedicated teams and best practices
– Regular security audits
– Economies of...
Reason #8: Pay as You Grow
• Subscription model allows you to pay for only
the agents who are using the system
• Easily ad...
Reason #9: One vendor, one easy package
• No need to source and manage hardware &
software from multiple (on-premise) vend...
Reason #10: Control Your Own Destiny
• Non technical users can set up and manage
• No need to rely on I.T. to make changes...
10 Reasons Recap:
1. No Hardware
2. Fast Deployment
3. Agents Anywhere
4. Automatic Upgrades
5. Easy Integrations

6. Scal...
Experience: The Five9 Advantage
1800+ customers

3 billion+ calls a year
Over 200 CRM
integration
deployments

24/7 Follow...
Five9 Products?

24

Company Confidential
Why Five9?
• Most deployments in the industry
• High customer retention rate
• Deploy in days
• Intuitive interface
• Turn...
Five9 Delivers
More Productive Agents
•
•
•

Improve outbound campaigns… predictive dialer
Accelerated On-boarding… intuit...
Five9 Cloud Revolution Roadshows
• Upcoming Locations:
– Dallas- 9/11
– Atlanta- 9/17
– Orlando- 9/18

• Register today: h...
Thank you for
attending!
For more information:
Call us: 800-553-8159
Email us: sales@five9.com

28

Company Confidential
10 to Move Your Contact Center to the Cloud
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10 to Move Your Contact Center to the Cloud

  1. 1. Cloud Contact Center Software 10 Reasons to Move your Contact Center to the Cloud Richard Dumas/ Director, Product & Solution Marketing
  2. 2. Contact Centers Today: Complicated, Costly & Inflexible • Complicated Technology Stack – – – – – – – 2 ACD Dialer IVR WFM Reporting Home Grown Apps Carriers Company Confidential
  3. 3. Costly to Operate • Requires a huge investment – Build your own data center – Invest more as you grow – Separate Systems – Duplicate Functionality – Idle Reps – Hire an army to maintain it – Take all of the risk 3 Company Confidential
  4. 4. Only 14% of enterprise software deployments rated “very successful” by I.T.* *Consumption Economics 4 Company Confidential
  5. 5. Contact center managers imagined… • More Control • Greater Flexibility • Higher Productivity • Better Connect Rates • Higher Customer Satisfaction 5 Company Confidential
  6. 6. Contact Centers Move to the Cloud 6 *DMG Consulting Company Confidential
  7. 7. Cloud Contact Center Adoption 7 *DMG Consulting Company Confidential
  8. 8. Why are so many making the move? 8 Company Confidential
  9. 9. Reason #1: No Hardware • No hardware, software or infrastructure • Get a full featured contact center solution • Focus on contact center, not the hardware 9 Company Confidential
  10. 10. Reason #2: Fast Deployment • Deploy in as little as 48 hours • Simple admin tools let you change on the fly • Professional services help you get started quickly • 24/7 support ensures your contact center runs smoothly 10 Company Confidential
  11. 11. Example: Citrix • Issues – On premise software/hardware not agile – Challenges supporting changes from 10 departments – Needed to integrate with Salesforce • Results – Turned on POC in 2 days – Increased productivity w/Click-to-Call – Ability to add seats as needed Marc Flaum Senior Architect Citrix – Departments able to make changes 11 Company Confidential
  12. 12. Reason #3: Agents Anywhere • Agents located anywhere around the world • Just need a headset, computer and internet connection • Combine multiple physical centers into one virtual contact center • Gain access to a larger pool of agents • Improve agent satisfaction and productivity 12 Company Confidential
  13. 13. Reason #4: Automatic Upgrades • No more messy, expensive upgrades • No upgrade surprises when products EOL’d • 13 Access to the latest and most advanced features as soon as they become available Company Confidential
  14. 14. Reason #5: Easy Integrations • Easily integrate with other cloud applications • • Access to customer information & call lists stored in CRM • Integrated reporting • 14 Improved agent productivity Click-to-Dial Company Confidential
  15. 15. Example: Salesforce Integration Demo 15 Company Confidential
  16. 16. Reason #6: Scale on Demand • Add or remove agent seats & phone lines at any time • • No need to guess at peak capacity • 16 Make changes in a matter of hours No need to purchase unneeded resources Company Confidential
  17. 17. Example: New Jersey 2-1-1 • Issues: – Needed secure solution to handle tens of thousands of calls during disasters • Results: – Handled 90,000 calls during hurricane Sandy – Able to quickly add staff – Able to outsource to partners – Used IVR to route calls related to health problems – Used automated messages for 35,000 calls related to disaster SNAP/Food program 17 Company Confidential
  18. 18. Reason #7: Security • Cloud vendors provide: – Dedicated teams and best practices – Regular security audits – Economies of scales because they support many virtual contact centers 18 Company Confidential
  19. 19. Reason #8: Pay as You Grow • Subscription model allows you to pay for only the agents who are using the system • Easily add seats and phone lines • No need to invest in hardware & software – no risk 19 Company Confidential
  20. 20. Reason #9: One vendor, one easy package • No need to source and manage hardware & software from multiple (on-premise) vendors • Local, long distance, 800 phone numbers come bundled with complete contact center solution 20 Company Confidential
  21. 21. Reason #10: Control Your Own Destiny • Non technical users can set up and manage • No need to rely on I.T. to make changes • No need to rely on expensive consulting and services teams 21 Company Confidential
  22. 22. 10 Reasons Recap: 1. No Hardware 2. Fast Deployment 3. Agents Anywhere 4. Automatic Upgrades 5. Easy Integrations 6. Scale On Demand 7. Security 8. Pay as You Grow 9. One Vendor, One Easy Package 10. Control Your Own Destiny 22 Company Confidential
  23. 23. Experience: The Five9 Advantage 1800+ customers 3 billion+ calls a year Over 200 CRM integration deployments 24/7 Follow the sun NOC
  24. 24. Five9 Products? 24 Company Confidential
  25. 25. Why Five9? • Most deployments in the industry • High customer retention rate • Deploy in days • Intuitive interface • Turn on a dime • Integrations and customizations • True blended CC • No annual contract 25 Company Confidential
  26. 26. Five9 Delivers More Productive Agents • • • Improve outbound campaigns… predictive dialer Accelerated On-boarding… intuitive agent interface Zero downtime… dynamically adjust inbound & outbound agents Improved Customer Satisfaction • • • Streamlined customer engagements… leading CTI, ACD Increased CSAT metrics… leading IVR, CTI, ACD Connect customers to the right agent… leading ACD Increased Business Agility • • • • Expand agent pool… work from home Ramp up and down… leveraging the flexibility of the cloud Pay as you grow… flexible subscription-based pricing Track KPI’s and changing business needs… workforce analytics
  27. 27. Five9 Cloud Revolution Roadshows • Upcoming Locations: – Dallas- 9/11 – Atlanta- 9/17 – Orlando- 9/18 • Register today: http://www.five9.com/about/events • Agenda: – 9:00 Keynote: The Multi-Cloud Contact Center as a Corporate Asset Sheila McGee-Smith, President, McGee-Smith Analytics – 9:45 The Cloud Contact Center Advantage Mayur Anadkat and Richard Dumas, Director of Product Marketing, Five9 – 10:15 Empower Your Agents to Engage Your Customers Mark Howe, Regional Director, Bluewolf – 10:45 Real-World Cloud Contact Center Success Matt Zemon, President & CEO, American Support
  28. 28. Thank you for attending! For more information: Call us: 800-553-8159 Email us: sales@five9.com 28 Company Confidential

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