Onstate cloud-cc-webinar3

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Is your contact center solution entering its end of life stage? Are you faced with budget constraints and are worried about making another massive investment to upgrade your solution?

Contact centers based in the cloud are a cost-effective way to mitigate your investment. With cloud-based solutions, you can continue to use your existing hardware while layering in new features at the network level. You can also seamlessly add in tools like Skype, Google, SIP, and Salesforce. Not only do these solutions make your life easier by managing everything from one place, but it also inherently enables a virtual workforce and provides an effective business continuity solution.

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  • 03/29/10 03/29/10
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  • Onstate cloud-cc-webinar3

    1. 1. OnState Communications On-Demand, Business Presence Communication Solutions “ Full Virtual Customer Collaboration and Contact Center Management" +1.617.934.0381 +1.866.532.5036 www.onstate.com
    2. 2. Agenda <ul><li>OnState Background </li></ul><ul><li>Why the Cloud? </li></ul><ul><li>How OnState Works </li></ul><ul><li>Application Examples </li></ul><ul><li>Q & A </li></ul>
    3. 3. Company Background <ul><li>Headquartered in Burlington, Massachusetts </li></ul><ul><li>Founded in 2006 </li></ul><ul><li>Ex-Cisco Call Center Business Unit Team (GeoTel) </li></ul><ul><li>Current partner relationships with various cloud and application providers: Google, Salesforce.com, Amazon, Skype, Verizon, Bandwidth.com, L3, IntelPeer, COLT, Counter-Path, Polycom, Digium/Asterisk, and others. </li></ul>
    4. 4. Service Offerings <ul><li>OnState composes applications by creating and modifying business and routing rules that act on Business Presence data. These are offered as packaged and custom solutions: </li></ul><ul><li>Virtual Contact Center - Voice, Video, Chat </li></ul><ul><li>Outbound Telesales </li></ul><ul><li>Click-to-Call, Screenshare </li></ul><ul><li>Network Call Recording </li></ul><ul><li>Network IVR </li></ul><ul><li>CRM Integration </li></ul><ul><li>Virtual PBX </li></ul>
    5. 5. Cloud Call Centers <ul><li>Also go by: Virtual Call Centers, SaaS Call Centers, </li></ul><ul><li>“ Hosted” Call Centers </li></ul><ul><li>No hardware – just bring your phone or a headset </li></ul><ul><li>Browser-based platform – cross-platform </li></ul><ul><li>Pay As You Go (No CAPEX) – no commitments </li></ul><ul><li>Use devices of choice – existing phones, softphones, etc. </li></ul><ul><li>Flexible – PBX, Call Center, Chat, CRM, IVR …. </li></ul><ul><li>Scalable – 1 > 1,000 > 1 what you need, when you need it. </li></ul><ul><li>Secure – SAS 70 </li></ul>
    6. 6. Why Go To The Cloud? <ul><li>Frequency of updates </li></ul><ul><li>Reduced Cost and Complexity </li></ul><ul><li>Flexibility and Scaling </li></ul><ul><li>Workforce Virtualization </li></ul><ul><li>Inherent Resiliency </li></ul>
    7. 7. 1. Frequency of Updates Old Model Cloud Model <ul><li>Software installed on client </li></ul><ul><ul><li>Updates must be installed on every client </li></ul></ul><ul><li>Software based in cloud </li></ul><ul><ul><li>Frequent updates and increased responsiveness </li></ul></ul>
    8. 8. Cost Comparison – Small System Lower Cost, No CAPEX, No Commitment Credit-Card Ease Premise Solutions Configuration includes Call Center, Call Recording, Chat and Salesforce Integration, and PSO services (included in the OnState Premium Support Charge – we do not charge separately for deployment and on-going modifications. Three Year TCO, 30 Users ($000s) 2. Reduced Cost and Complexity
    9. 9. Cost Comparison – Large System Savings more stunning with scale. Premise Solutions Configuration includes Call Center, Call Recording, Chat and Salesforce Integration, and PSO services (included in the OnState Premium Support Charge – we do not charge separately for deployment and on-going modifications. Three Year TCO, 250 Users ($000s) $000’s 2. Reduced Cost and Complexity
    10. 10. Premise Solutions 2. Reduced Cost and Complexity Lots of Hardware = Lots of $$$ Lots of management No hardware = Low pay as you go Dashboard management
    11. 11. 3. Flexibility and Scaling <ul><li>Manage call volume with easy ramp-up and down </li></ul><ul><li>Employees work from home like they're in the office </li></ul><ul><li>Seamlessly integrate other cloud and premise-based solutions (CRMs, IVRs, etc.) </li></ul><ul><li>Not just for call centers – efficiently manage all employees and customer interactions </li></ul><ul><li>… all on one easy to manage platform with consolidated management and reporting </li></ul>
    12. 12. 4. Workforce Virtualization OnState manages sessions over a variety of networks for ultimate scale and economics
    13. 13. 5. Inherent Resiliency Employees can work from any location where they can access a phone, mobile device and/or the Internet
    14. 14. Evolution of the Call Center 1980s Client/Server Models 2010+
    15. 15. Evolution Step 1: Premise-Based Traditional customer premise equipment (CPE) solutions treat the network as a dumb pipe, all intelligence and device management is applied at the endpoint. With premise-based, handing mobile employees wastes bandwidth, minutes, money
    16. 16. Evolution Step 2: Hosted Hosted models just move the equipment from the customer premise to their data center. The architecture, and costs are the same and often higher.
    17. 17. Evolution Step 3: OnState True SaaS OnState separates intelligence from transport, thereby converting all existing and Internet-based solutions into intelligent communications networks, across all modalities – voice, video and chat/IM
    18. 18. <ul><li>OnState converts traditional networks and Internet-based solutions into virtual customer collaboration sessions, delivering: </li></ul><ul><ul><li>Cost savings </li></ul></ul><ul><ul><ul><ul><li>An industry redefining price of $49.95/user/month </li></ul></ul></ul></ul><ul><ul><li>Management of people, not phones </li></ul></ul><ul><ul><ul><ul><li>Real-time inventory of employees, their activities, and devices to ensure callers are routed to best person available </li></ul></ul></ul></ul><ul><ul><li>Complete Virtualization </li></ul></ul><ul><ul><ul><ul><li>No hardware or installed software. Employees work from anywhere they can access the Internet </li></ul></ul></ul></ul><ul><ul><li>Independence </li></ul></ul><ul><ul><ul><ul><li>Use the infrastructure you built, enhancing it with network-based routing and features and tools like Skype and Google </li></ul></ul></ul></ul><ul><ul><li>All-in-one platform </li></ul></ul>OnState Benefits
    19. 19. Your Customers – Multiple Modes
    20. 20. Your Employees – Multiple Devices/Locations Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data
    21. 21. OnState – Connecting Customers and Employees Signal Control Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data
    22. 22. Conversation Routing and Mgt Signal Control Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data
    23. 23. Customer Chats can Instantly Transition to Interactive Screen Share
    24. 24. We Control People, Networks, and their Devices <ul><li>Workflow Mgt </li></ul><ul><li>Presence Mgt. </li></ul><ul><ul><li>Check-in </li></ul></ul><ul><ul><li>Auto </li></ul></ul><ul><ul><li>GeoLocation </li></ul></ul><ul><li>Employee Time Mgt </li></ul><ul><li>Comprehensive Call and Chat Controls </li></ul><ul><li>Calls can be controlled at both the network and the device level. </li></ul><ul><li>Salesforce, GApps integration </li></ul><ul><li>Multi-Device Mgt </li></ul>
    25. 25. Conversation Routing <ul><li>Comprehensive capabilities, for single users, groups or call centers: </li></ul><ul><ul><li>Skills-based routing </li></ul></ul><ul><ul><li>Delegation/ Response Teams </li></ul></ul><ul><ul><li>Queue Treatment </li></ul></ul><ul><ul><li>Professional Greetings </li></ul></ul><ul><ul><li>Voicemail </li></ul></ul><ul><ul><li>Support for Mobile Phones and Landlines </li></ul></ul>
    26. 26. Monitoring and Reporting User Presence Real-Time Metrics Real-Time Views Current Conversation List
    27. 27. User Portal <ul><li>OnState AnyWhere can serve as a container for a variety of business applications: </li></ul><ul><li>Salesforce.com </li></ul><ul><li>Google Talk </li></ul><ul><li>Interactive Screenshare </li></ul><ul><li>In addition users have access to a variety of elements: </li></ul><ul><li>Conversation History </li></ul><ul><li>Customer Service Stats – calls in queue, service levels, users logged-in, etc. </li></ul><ul><li>Personal Queue – conversations can be queued for a specific user, in addition to skilled calls </li></ul><ul><li>Call Info – complete details on the current conversation, including caller data and links to CRM or other records. </li></ul>OnState User Interface
    28. 28. &quot;All Calls May Be Recorded&quot; Secure Public/Private Cloud Storage All calls and chats are automatically recorded by OnState. Users can be located anywhere on the Internet. Managers can access calls and chats in multiple ways, including email, the Web, insides Salesforce.com
    29. 29. Collaborative CC Management Voice, Chat, Video Recordings Stored as Collaborative Docs Reporting via Google Data APIs, Collaborative Spreadsheets
    30. 30. CRM Integration Full details regarding the conversation (voice, video or chat) are automatically logged, including links to the actual chat transcript or recording of the conversation! Native Force.com App, no client code! Integrated Outbound
    31. 31. Team / Group Presence, voice, and chat/IM Video Email Fax Voicemail Chat Shared Docs OnState adds Enterprise-Grade Unified Communication capabilities to GApps Workflow Controls Next | Previous | Conf | Consult | Tag Google Integration
    32. 32. Google Campaign Mgt Option
    33. 33. OnState Communications <ul><ul><li>First true SaaS call center and PBX offering that uses Business Presence to monitor workforce availability so customers are connected to the right employee at the right time </li></ul></ul><ul><ul><li>Use existing telephony equipment, SIP, Google, and Skype </li></ul></ul><ul><ul><li>Low price and TCO, with deployment in minutes </li></ul></ul><ul><li>Request a Free Trial at: </li></ul><ul><li>http://www.onstate.com/trial </li></ul><ul><li>+1.617.934.0381 </li></ul>

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