"Challenges companies are facing when evaluating a contact center/call center" - Tim Benedict, Cloud Enterprise Architect, Ryan Harrington, Networking and Telecom Enterprise Architect, and Aaron Thatcher, Contact Center BDM at Presidio

1. AWS Users Group – Transitioning
from Customer Service
Management to Customer
Experience Management

2. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
About the presenter
Aaron Thatcher, Business Development Manager, Presidio
22 Years in Contact Center Industry
• Sprint Corporation
• Canadian Government
• Solution Architecture
• Operations Management
• Business Development
Contact Center technology expert with a history of working with Financial,
Healthcare, Travel, Government, Retail and Manufacturing organizations. Strong
consulting professional skilled in IT Strategy and Architecture, Professional
Services, Contact Center Operations and Management.
http://linkedin.com/in/aaronthatcher

3. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Customer Experiences are easier to describe from the
perspective of the consumer
Consumers are
channel agnostic,
mobile and social…
and they expect
you to be the same

4. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Customer expectations
Stage 1: Communication Level – Furnish
customers with the information they can use via the
right channel at the right time.
Stage 2: Responsive Level – Solve the customer’s
problem quickly and efficiently – meaning, balance
both business and customer goals, measures and
strategies.
Stage 3: Commitment Level – Listen for,
understand and resolve customers’ unique needs.
Stage 4: Proactive Level – Provide experiences
that resolve needs before customers ask.
Stage 5: Evolution Level – Make customers feel
better, safer or more powerful.

5. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.

6. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Customer Service Today – The Organizational View
Call Center, IT, and Marketing

7. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Data, Robotics, and The Cloud
Analytics
Automation
Cloud

8. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Business Challenges
• Disruption in the Contact Center,
changing customer behavior and
increasing competition
• Increasing Customer Expectations
• Making sense out of confusing tech
consumption models – Cloud, Cloud
Hosted, On-prem perpetual, On-prem
subscription, Hybrid
• Bad Customer Experiences are
Magnified
• Agent Recruitment And Retention
• Accurate Reporting and Analytics
• Workforce Optimization

9. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Cloud – a closer look
• Be Fast to market
• Build once – deploy everywhere (web,
chatbots, social, mobile)
• Leverage new tools quickly without
major investment
• Security
• Flexibility and Scalability

10. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
The TCO View and Leveraging Investments
Software Licensing
Implementation,
Customization, and Training
Hardware Costs
Maintenance
Support Staff / Managed
Services
Ongoing Professional
Services (Patches/Upgrades)
Implementation,
Customization, and Training
Subscription Costs

11. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Things to think about….From Premise to Hybrid to Cloud
Strategy
Navigating
consumption models
– cloud, prem,
hybrid, subscription
Omni-channel
strategy
System Health-check
Business
Requirements
ROI/TCO
calculations
Disaster Recovery &
Business Continuity
Infrastructure
& Cloud
Upgrading/migrating
on-prem CCX,
PCCE, UCCE, CVP,
Finesse, CUIC, etc.
Unified
Communications
SIP Trunking
Server Virtualization
Integrating on-prem
with cloud services
Accelerated cloud
deployment with
instant scale and
access to features
IVR & Routing
IVR Self-Service
Speech Services,
NLU, TTS
Voice Bots
integration with
AI/ML Engines
Intelligent Routing
Personalization
Desktop
Integrations
Screen-pop
Single pane of glass
for agent
CRM integrations
and connectors
Digital
Channels
Email, Fax & Web
Chat routing
SMS/Messaging
integration
Social Media -
WhatsApp, FB
Messenger, etc.
Advance Self-
Service using AI/ML
Bots for chat &
messaging
Proactive
Customer
Engagement
IVR Outbound
Campaign
Agent Predictive,
Preview Campaigns
Automated Voice,
Email & SMS
notification
Analytics,
Reporting,
Dashboards
Reports
customization
Analytics
Workforce
Optimization
Call & Screen
Recording
Evaluating & Scoring
Agent performance
Speech Analytics
E-Learning
Voice of the
Customer
Compliance &
Security
HIPAA, PCI-DSS
Fraud detection
Encrypting internal
and external
communication
(SRTP, SIP TLS
1.2, SSL, etc.)
Managed
Services (end-
to-end)
Reactive break-fix
Proactive monitoring
& alerting, break-fix
Quarterly Business
Review
MACD changes
Patch and hot-fix
management

12. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Next Generation Customer Experience Example
Chatbot
Notification
Agent Escalation
Live Agent
Conversation

13. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
Contact Flow
Contact Flow
Contact Control Panel
(Agent View)
SMS
Chatbot

14. © 2019 Presidio, Inc. All rights reserved. Proprietary and Confidential.
PRESIDIO CONTACT CENTER PRACTICE
• 70+ individuals in the
practice
• 50+ highly certified
engineers & PMs
• Dedicated PMO and custom
SW Dev. Group
• #1 Nuance Global
Partner
• Largest Calabrio Partner
• Largest Acqueon Partner
• Largest SpinSci Partner
• Largest Upstreamworks
Partner
Presidio developed boutique capabilities in the contact
center industry. We offer a full range of consulting,
assessments, planning and implementation services across
different industry verticals. We developed partnerships with
leading Eco System partners to offer full contact center
solutions to our customers.
• $3B Publicly Traded Company
• 60 U.S Offices and 2,800 Professionals
• Amazon Advanced Consulting Partner
• Amazon Connect
• VMware Cloud on AWS
• AWS Cloud Assessment &
Migration Svc
• Managed Services for AWS
• DevOps
STATUS KEY FACTS AWARDS

15. Questions