This document outlines 10 reasons for companies to move their contact centers to the cloud. It summarizes that cloud contact centers are less complicated and costly to operate than on-premise systems, as they require no hardware investment and allow agents to work from anywhere. Cloud contact centers also offer fast deployment, automatic upgrades, easy integrations with other cloud apps, ability to scale on demand, improved security, pay-as-you-grow pricing, and give companies more control over their contact center systems. Case studies are provided of companies like Citrix and New Jersey 2-1-1 that were able to quickly deploy cloud contact centers and scale agents in response to demand. The document promotes Five9 as a leading cloud contact center provider.

1. Cloud Contact Center Software
10 Reasons to Move your Contact Center to the Cloud
Richard Dumas/ Director, Product & Solution Marketing

2. Contact Centers Today: Complicated, Costly & Inflexible
• Complicated Technology Stack
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ACD
Dialer
IVR
WFM
Reporting
Home Grown Apps
Carriers
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3. Costly to Operate
• Requires a huge investment
– Build your own data center
– Invest more as you grow
– Separate Systems
– Duplicate Functionality
– Idle Reps
– Hire an army to maintain it
– Take all of the risk
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4. Only 14% of enterprise
software deployments rated
“very successful” by I.T.*
*Consumption Economics
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5. Contact center managers imagined…
• More Control
• Greater Flexibility
• Higher Productivity
• Better Connect Rates
• Higher Customer Satisfaction
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6. Contact Centers Move to the Cloud
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*DMG Consulting
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7. Cloud Contact Center Adoption
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*DMG Consulting
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8. Why are so many making the move?
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9. Reason #1: No Hardware
• No hardware, software or infrastructure
• Get a full featured contact center solution
• Focus on contact center, not the hardware
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10. Reason #2: Fast Deployment
• Deploy in as little as 48 hours
• Simple admin tools let you change on the fly
• Professional services help you get started
quickly
• 24/7 support ensures your contact center
runs smoothly
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11. Example: Citrix
• Issues
– On premise software/hardware not agile
– Challenges supporting changes from 10
departments
– Needed to integrate with Salesforce
• Results
– Turned on POC in 2 days
– Increased productivity w/Click-to-Call
– Ability to add seats as needed
Marc Flaum
Senior Architect
Citrix
– Departments able to make changes
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12. Reason #3: Agents Anywhere
• Agents located anywhere around the world
• Just need a headset, computer and internet
connection
• Combine multiple physical centers into one
virtual contact center
• Gain access to a larger pool of agents
• Improve agent satisfaction and productivity
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13. Reason #4: Automatic Upgrades
• No more messy, expensive upgrades
• No upgrade surprises when products EOL’d
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Access to the latest and most advanced features
as soon as they become available
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14. Reason #5: Easy Integrations
• Easily integrate with other cloud applications
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Access to customer information & call lists stored
in CRM
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Integrated reporting
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Improved agent productivity
Click-to-Dial
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15. Example: Salesforce Integration
Demo
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16. Reason #6: Scale on Demand
• Add or remove agent seats & phone lines at
any time
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No need to guess at peak capacity
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Make changes in a matter of hours
No need to purchase unneeded resources
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17. Example: New Jersey 2-1-1
• Issues:
– Needed secure solution to handle tens of thousands
of calls during disasters
• Results:
– Handled 90,000 calls during hurricane Sandy
– Able to quickly add staff
– Able to outsource to partners
– Used IVR to route calls related to health
problems
– Used automated messages for 35,000 calls
related to disaster SNAP/Food program
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18. Reason #7: Security
• Cloud vendors provide:
– Dedicated teams and best practices
– Regular security audits
– Economies of scales because they support many
virtual contact centers
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19. Reason #8: Pay as You Grow
• Subscription model allows you to pay for only
the agents who are using the system
• Easily add seats and phone lines
• No need to invest in hardware & software –
no risk
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20. Reason #9: One vendor, one easy package
• No need to source and manage hardware &
software from multiple (on-premise) vendors
• Local, long distance, 800 phone numbers
come bundled with complete contact center
solution
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21. Reason #10: Control Your Own Destiny
• Non technical users can set up and manage
• No need to rely on I.T. to make changes
• No need to rely on expensive consulting and
services teams
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22. 10 Reasons Recap:
1. No Hardware
2. Fast Deployment
3. Agents Anywhere
4. Automatic Upgrades
5. Easy Integrations
6. Scale On Demand
7. Security
8. Pay as You Grow
9. One Vendor, One Easy Package
10. Control Your Own Destiny
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23. Experience: The Five9 Advantage
1800+ customers
3 billion+ calls a year
Over 200 CRM
integration
deployments
24/7 Follow the sun
NOC

24. Five9 Products?
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25. Why Five9?
• Most deployments in the industry
• High customer retention rate
• Deploy in days
• Intuitive interface
• Turn on a dime
• Integrations and customizations
• True blended CC
• No annual contract
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26. Five9 Delivers
More Productive Agents
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Improve outbound campaigns… predictive dialer
Accelerated On-boarding… intuitive agent interface
Zero downtime… dynamically adjust inbound & outbound agents
Improved Customer Satisfaction
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Streamlined customer engagements… leading CTI, ACD
Increased CSAT metrics… leading IVR, CTI, ACD
Connect customers to the right agent… leading ACD
Increased Business Agility
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Expand agent pool… work from home
Ramp up and down… leveraging the flexibility of the cloud
Pay as you grow… flexible subscription-based pricing
Track KPI’s and changing business needs… workforce analytics

27. Five9 Cloud Revolution Roadshows
• Upcoming Locations:
– Dallas- 9/11
– Atlanta- 9/17
– Orlando- 9/18
• Register today: http://www.five9.com/about/events
• Agenda:
– 9:00 Keynote: The Multi-Cloud Contact Center as a Corporate Asset
Sheila McGee-Smith, President, McGee-Smith Analytics
– 9:45 The Cloud Contact Center Advantage
Mayur Anadkat and Richard Dumas, Director of Product Marketing, Five9
– 10:15 Empower Your Agents to Engage Your Customers
Mark Howe, Regional Director, Bluewolf
– 10:45 Real-World Cloud Contact Center Success
Matt Zemon, President & CEO, American Support

28. Thank you for
attending!
For more information:
Call us: 800-553-8159
Email us: sales@five9.com
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