Ins and Outs of Cloud Contact Centers


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The ins and outs of virtual contact centers. What's working, what's not.

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Ins and Outs of Cloud Contact Centers

  1. 1. The Ins and Outs of Cloud Contact Centers A min-ebook for customer experience managers.
  2. 2. 2 The Ins and Outs of Cloud Contact Centers © 2013 Bright Pattern, Inc., All Rights Reserved You may freely share this publication provided you do so in its entirety, and un-modified from the original.
  3. 3. 3 Table of Contents The Challenge…….…………………..…..4 Point Solutions………..…………….…….5 Consultant Armies...……..…………..….7 Finding High Quality Agents……...…...9 Siloed Systems……………………..…….11 ServicePattern…………………..………..13
  4. 4. 4 The Challenge Sales and customer service contact centers are under increasing pressure to increase efficiency and effectiveness with limited budgets. This is not news, but these three factors are making the situation even tougher:  Slow economic recovery means restricted budgets.  Hypercompetition increases pressure to deliver.  Years of empty promises from vendors about how the cloud would solve your problems.
  5. 5. 5 What’s Out Integrating Point Solutions After months or years of effort, and tens or hundreds of thousands of dollars, you end up with a brittle system that still doesn’t:  Give you 360-degree insight into customers.  Scale responsively.  Provide reports with actionable insight.
  6. 6. 6 What’s In Native Multichannel Support It could not come from any legacy vendor. It had to be built from the ground up.  Designed for the way you work and with your goals in mind.  Massively scalable, state-of-the-art innovative multichannel cloud technology.  Nimble and agile solutions built by the same people who previously delivered systems handling millions of customer transactions each and every day.
  7. 7. 7 What’s Out Spending Money on Armies of Consultants A whole industry has grown up to help you integrate point solutions in your contact center. The results:  Internal IT staff doesn’t spend time on other priorities.  Seemingly never-ending integration budget spending.  Agents still end up with five or more apps on their screen.
  8. 8. 8 What’s In Reallocating Budget to Training With a holistic cloud platform, the integration is innate—it’s there from day one. This allows you to:  Train staff so they are more effective in helping customers the first time, every time.  Support additional features and customer engagement channels.  Make your customers happier and more loyal.
  9. 9. 9 What’s Out Struggling to Find and Keep High Quality Agents Even in this tough job market, it’s hard to secure high quality agents and keep them on the phones (or web chat) day after day.  Turnover ruins productivity.  Training costs are too high.  Lack of staff means longer hold times for customers.
  10. 10. 10 What’s In Tapping Into a National Talent Market You can hire the best agents to work in your virtual contact center wherever they are. All they need is a broadband connection and web browser.  Tap the pool of national job applicants.  See when they are online and engaging customers.  Use whisper coaching, barge-in, and all of the other tools you would if they were in the same building.
  11. 11. 11 What’s Out Siloed Systems and Islands of (mis)Information When you use multiple point systems, you end up with islands of information, much of it wrong, and impossible to normalize for ‘big data’ analysis.  Customers are frustrated by agents who lack access to ba- sic information and engagement histories.  Agents are frustrated by multiple, inconsistent, user inter- faces.  Managers are frustrated by an inability to get insightful cross-functional, cross-channel reports.
  12. 12. 12 What’s In Unified Customer Experience A common cloud platform built from the ground up is the unifying solution that you always wanted and increasingly need.  Close more cases on the first interaction.  Successfully handle more cases with self-service.  Improve customer satisfaction measurements, and overall customer experience.
  13. 13. 13 What’s In? ServicePattern™ Next Generation Cloud Contact Center Software ServicePattern has been developed by industry veterans to help you impove the customer experience and better monetize customer engagement data.  Most scalable platform.  Native multichannel support.  Unified customer experience.
  14. 14. 14 Bright Pattern, Inc. 1111 Bayhill Drive Suite 275 San Bruno, CA 94066 Say goodbye to overly complex and costly contact center infrastructure. Bright Pattern offers the next gen- eration of cloud-based contact center and customer experience management solutions. With flip-the-switch activation, you can deploy in days and make changes in minutes. As a multichannel, unified, fully featured solution, our ServicePattern™ platform helps you manage the complete life cycle of customer experience. Architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise- grade functionality, reliability, and scalability not otherwise available in the industry. ServicePattern supports inbound contact center, outbound contact center, blended and predictive dialer applications.