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Contact CenterTrends 
Sigal Russin, CISO 
Senior Analyst at STKI 
sigalr@stki.info
Sigal Russin’swork/ Copyright@2014 
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What ar...
Sigal Russin’swork/ Copyright@2014 
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Cloud S...
Sigal Russin’swork/ Copyright@2014 
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Busines...
Sigal Russin’swork/ Copyright@2014 
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* In...
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Sigal Russin’swork/ Copyright@2014 
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Cloud C...
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Perform...
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Vendor ...
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Insight...
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Evoluti...
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CONTACT CENTER TRENDS 2014

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CONTACT CENTER TRENDS 2014

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CONTACT CENTER TRENDS 2014

  1. 1. Contact CenterTrends Sigal Russin, CISO Senior Analyst at STKI sigalr@stki.info
  2. 2. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph What are you getting: 2 123456
  3. 3. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 3 Source: information week
  4. 4. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Business Benefits Improved business agility Lower total cost of ownership Decreased capital expense flexible scaling 4
  5. 5. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 5 * In percent
  6. 6. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 6
  7. 7. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 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. 7
  8. 8. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 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 8
  9. 9. Sigal Russin’swork/ 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 •Prioritiseyour voice over data traffic Security •Policies and procedures •Hosting environment •Network design and access Don’t Forget! 9
  10. 10. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Insights from Customer Roundtable UC 10 Maintaining the current UC infrastructure is complicatedbecause many vendors are involved Different organizational culturescan 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 changeorganizational culture
  11. 11. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Evolution of channel strategy 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). The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”. 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. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Source: STKI 2013 Channels –new ones on top(not instead!) of old ones Customers continue to use same old channels But are also staring to use (additional) new ones Source: Forrester 12
  13. 13. Sigal Russin’swork/ 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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