1. Cloud Uncovered
A report from the Front Line on Cloud Contact Centre deployments
Alex Noble
Richard Atherton
2. Background & Introduction
Personal Backgrounds
• Richard: 12 Years working on global Contact Centre solutions & 5
Years head of BT’s Cloud Contact Centre Platform
• Alex: 10 Years working in Global Contact Centres & Collaboration
for Cisco
Talking Points
• Cloud Contact Centers - Definition
• Feedback from Cloud Deployments
– 21 Engineers in 10 different countries
– 4 Program Managers covering 10 global deployments
– 25 customer contacts from 4 different continents
• What have we learned – Advice for the future
3. What is a Cloud Contact Centre ?
FaaS: Functionality rather than HW or SW
Location independent: Any CC Anywhere
Usage based commercial model
Flexible to meet changes in consumer behavior
Scalable to meet changes in market volumes
Minimal footprint on Agent location
Unified Service Model for all locations
Unified Security & Reporting for all locations
Virtualized contact center teams across locations
5. Overview
• Companies are listing platform reliability as their #1
quality they require in a Cloud Platform
• Reliability = Proven Track Record
How this trend is managed
• Robust , resilient architecture: A Cloud needs to be
engineered and tested rather than just imagined
• PoP’s: Multiple locations either nationally or globally,
conforming to RTD parameters
• Connectivity: MPLS, SIP and PRI’s engineered to
provide Contact Centre functionality
• Resilience: Geographic, Functional
• Have you done this before?
Feedback #1 Reliability, Reliability, Reliability
High Demand for a Proven Track Record
6. Feedback #2 Concurrency of Agents…???
How Much Capacity Do We Really Need?
Overview
• Engineer to meet Peak Capacity
• Pay for what you use…not more
How this trend is managed
• How Many Agents
– Total Agent Population
– Concurrency per site
– Total Concurrency
• The Algorithm: How is usage measured
• Active/Non-Active: When is an agent not counted –
logged out or not available.
• Current Observation:
– Agent Concurrency lower than expected
– Averaging 40-50% of Total population
7. Feedback #3 Unify First Then Evolve
A Contact Centre Business Must Evolve in a Cloud Model
Overview
• Customer Service Models must be aligned
• Contact Centre Autonomy Changes
How this trend is managed
In Order of Priority
• Produce a universal customer service process
• CRM System Unification across CC sites
• Business Process Modelling:
– e.g. Replacing OOO IVR with geographic overflow to
virtual skill-group
• Universal Reporting
• Unification of KPI’s
– AHT / FCR etc
8. Overview
• Who controls the CC platform and how?
• How is performance of a cloud platform measured?
How this trend is managed
• Multiple layers of access provided
– Administrators / Managers / Supervisors
• Segregation: Where required to retain autonomy
• SLA Measurement
– Old: Platform Availability
– New: Functional Availability
Feedback #4 Control & Performance Measurement
Cloud Control & Functional Service Levels
9. Predicting the future……..?
22% increase in UK cycle to work rate in 2013
1 in 10 young people spent money on
cassettes in March 2014
Fasted Growing
European
Economic City
Izmir, Turkey Athens, Greece
Fastest Declining
European
Economic City
10. Overview
• The next generation of consumers is difficult to predict
• “ Faster than Expected”
– Growth and decline of:
– MNC’s
– Sectors
– Global Markets
How this trend is managed
• Minimal investment to:
– Enter or withdraw from a new geographic market
– Introduce new functionality
• Disaster Recovery: Immediate shocks can be overcome
– Ash Clouds, Floods, Product Recalls
• Growing interest in Knowledge Management……..
Feedback #5 The Future is Unknown?
Cloud adoption is fuelled by uncertainty
