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contact center trends 2014

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contact center trends 2014

  1. 1. Contact Center Trends Sigal Russin, CISO Senior Analyst at STKI sigalr@stki.info
  2. 2. What are you getting: Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 2 1 2 3 4 5 6
  3. 3. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 3 Source: information week
  4. 4. Business Benefits Decreased capital expense Lower total cost of ownership Sigal Russin’s work/ Copyright@2014 Improved business agility flexible scaling Do not remove source or attribution from any slide, graph or portion of graph 4
  5. 5. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 5 * In percent
  6. 6. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 6
  7. 7. Cloud Contact Center Concerns • Security – authentication, back-up, e encryption and secure user/password processes, regulation. • Performance- quality, availability, inconsistency, bandwidth available and latency, Send critical signals such as SIP, XML, CTI . • Resilience and Business Continuity- back–up or mirrored location, recovery and resilience. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 7
  8. 8. Performance & Security • Time out intervals • Distributed denial of service • Data theft • Trial and error break in • Bank cards fraud • caller ID attack against system (CLI spoofing) • Voice biometric attack • Telephone Switch attack • Phishing Attack – man in the middle • OS compromise Source: https://www.brighttalk.com/webcast/288/31879 Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 8
  9. 9. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Vendor selection • Performance • Resilience • Capability • Freedom • Hosting center Voice quality of VoIP • VoIP quality and performance • Dedicated connections • Prioritise your voice over data traffic Security • Policies and procedures • Hosting environment • Network design and access Don’t Forget! 9
  10. 10. Insights from Customer Roundtable UC Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 10 Maintaining the current UC infrastructure is complicated because many vendors are involved Different organizational cultures can lead to failure or success in UC projects LYNC market share is very strong in Israel because most of the organizations Microsoft based. But what about IPTEL with LYNC? Cross organization projects that can optimize work and change organizational culture
  11. 11. Evolution of channel strategy The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Single Channel Multi Channel Cross Channel Omni Channel Several channels, with a possibility to switch between them (But the company needs to work very hard to enable this type of switching). Several channels, customer experiences each channel as independent. Silos of data (sometimes combined via DW). The company’s business operations for each channel are separate. One main channel for interactions 11
  12. 12. Channels – new ones on top (not instead!) of old ones Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Source: STKI 2013 Customers continue to use same old channels But are also staring to use (additional) new ones Source: Forrester 12
  13. 13. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Thank You! Sigalr@stki.info

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