This paper discusses the four big waves of CC technology as well as the factors driving the recent trend of insourcing technology. It also highlights the challenges related to insourcing and importance of partnering with a niche technology provider in ensuring a successful transition - from outsourcing to insourcing

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The four big waves of
Contact Center technology

2. 2
Contact Centers (CC)
are still one of the
most critical touchpoints
for businesses

3. 3
Customers expect
high quality service,
language familiarity,
and contextual approach
for resolution
across multiple
channels

4. 4
But, their rate of
adoption of
new channels
is far
higher than
enterprises

5. 5
So CCs should
look to deliver
seamless customer
experience

6. 6
How CC technology is making waves

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First Wave
Technology
managed
in-house
by enterprise
Enterprise owns
facets of customer
interaction, including
deployment and
staffing

8. 8
Second Wave
Technology
outsourced to
specialist vendors
and responsible
for customer
interaction,
reporting, and
staffing
Enterprises
managed design,
MIS, and analytics
of CC technology

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Third Wave
CC technology
specialists
managed IVR and
service
ownership
Specialists managed –
Automatic
Call Distributor,
monitoring, reporting,
and agent staffing due
to inability to handle
volumes

10. 10
Fourth Wave
Technology
managed
in-house with
infrastructure
managed through
a service model
Enterprises control
CC technology
function; skilled
vendors manage
customer interaction
and reporting

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Five factors driving CC technology insourcing
High
customer
expectations
Increased
control on IT
functions
Need to
integrate
assets and
resources
Cost
reduction
Demand for
scalable new
technologies

12. 12
Top four challenges - moving from
outsourced to insourced
Building specialized
IT skills
Establishing a new
organizational
structure
Tackling increased
costs
Operational risks
faced during
transition

13. 13
Making a splash with insourcing
Minimizing agent
handling time and
reducing costs
Creating unified
customer
experience
Rapid deployment of multiple systems
and specific applications
Seamless integration with back-end systems
Achieve specific business objectives

14. 14
Partnering with the right niche services provider
Result:
Rapid ROI
and better CX
A better level of service, and mitigate
rising costs of outsourcing
Niche capabilities to deliver
omni-channel customer support
A track record of understanding the
nuances of the your domain

15. 15
Are you ready to ride the
wave of customer experience?
Are you ready to ride the wave of
customer experience?
Read the white paper
Feedback:
marketing@servion.com
http://servion.com/FourBigWaves

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