Gain Control: Hosted Contact Centre

2. Gain control with Cloud Services • The Working Environment – Conversation Starters – Be prepared! – Working From Home Day – 2009 5%, 2012 40-50%, 2015 80% • Benefits of a Flexible Working Environment – Reduced costs – Speed – Mobility – IT Flexibility – Always up to date

3. Gain control with Cloud Services Reduced customer satisfaction Lost business Over Over Over Call Volume staffing staffing staffing Before Virtual Team Call Volume After Source: Ageris Kontaktcenter AB · +46 8 738 40 00 · info@ageris.se

4. Gain control with Cloud Services • With the right technology and solutions you can deploy your workforce when and where it suits you best • Hosted Contact Centre

5. Thank you! Maria Grant Product Manager T 01925 55 6379 | E mgrant@talktalkbusiness.co.uk | M 07726 901 709

Editor's Notes

Theme setting … what am I talking about?Cloud Services – features, advantages, benefits A cloud service has three distinct characteristics that differentiate it from traditional hosting. It is sold on demand, typically by the minute or the hourIt is elastic,a user can have as much or as little of a service as they want at any given timeThe service is fully managed by the provider - the consumer needs nothing but a personal computer and Internet accessBecause this pay-for-what-you-use model resembles the way electricity, fuel and water are consumedTry before you buyCan sit on top of very basic phone systemsCloud without the content is just a commodity (licence, % -> price war) - the solution meets the need for connectivity, data centre, applications = margin, wallet share and customer stickiness. In the software-as-a-service cloud model, the vendor supplies the hardware infrastructure, the software product and interacts with the user through a front-end portal. SaaS is a very broad market. Services can be anything from Web-based email to inventory control and database processing. Because the service provider hosts both the application and the data, the end user is free to use the service from anywhere.You want the services to follow the end user to enable them to do the work required where they can be most productive and bring savings to the employer as well as the ability to monitor customer satisfaction through …. Why use cloud services instead of CPE? - No need for expensive handsets – use simple - Put the intelligence into the cloud and share the services otherwise the only one making money are the CPE providers. - Brings cost down on maintenance etc. separate business calls from mobiles. HotdeskingPARTNER:There are approximately 10 million small and medium businesses in the UK who have not been able to leverage core software applications due to complexity and cost. Cloud computing allows these companies to take advantage of the latest technology with no capital outlay, with no complicated installations, and with a predictable monthly cost.
Be prepared!NationalWorking From Home Day - 8th February was Sweden’s first National Working From Home Day and was also adapted by O2 in the UK.O2’s pilot aimed to push the boundaries of what is possible through flexible working and to underpin O2’s contingency plans to manage expected travel disruption and delays during the summer’s Olympics games. The purpose was to highlight the significant increase in enhanced productivity, reduced travelling time and improved quality of life. Encouraging staff to work from more convenient locations such as from home or whilst on the move, even providing access to satellite offices, hot desks or other facilities more strategically located could reduce travelling distance and time further.Moving office, Environmental concerns – energy savings, carbon foot print, the more the energy the CPE consumes… The Friday 18th May is the National Work from Home Day included in Work Wise UK – Work Wise Week 2012De senaste två åren har antalet företag med anställda som arbetar på distans ökat, enligt siffror från SCB, från knappt 40 till strax över 50 procent. Enligt en mätning 2009 så var det fyra till fem procent av arbetskraften som jobbade på distans åtminstone en dag i veckan.Företagen tjänar på att låta sina medarbetare jobba där de får mest gjort. 7/10 desk based workers thinks they would be more effective working from homeDÄRFÖR BLIR VI MER EFFEKTIVA NÄR JOBBAR PÅ DISTANS • 59 procent: Blir mindre stressade och distraherade av kollegor • 18 procent: Kan anpassa arbetet till andra åtaganden Källa: Yougov och Microsoft Many employers view home working as an excuse to do less work but it is actually a far more productive and efficient approach for many employees. -"Trots att förutsättningarna finns är det fortfarande relativt få som väljer att jobba hemifrån regelbundet. Det finns många fördelar med en mer flexibel syn på arbete, för företagen ökar produktiviteten och för de enskilda medarbetarna minskar sannolikt livsstressen. Att det dessutom minskar belastningen på trafiken och miljön är ett annat plus som kommer alla till godo, konstaterar Per Adolfsson, vd på Microsoft Sverige. PARTNER BENEFITSFor your customers the advantages are clear.Reduced costs - predictable, flexible billing and getting "more for less“ (workplace running costs, getting the IT right –the right tools and the furniture, pay as you go, job share, better case for funding)Speed - deploy instantly, upgrades are seamless, new features added continuouslyMobility - access systems from a range of devices.IT Flexibility - giving IT departments the ability to focus on delivering business value instead of fixing things, eliminating the need to perform mundane and costly installs, patches, and updates.Always up to date - Gone are the 12 – 18 month cycles waiting for the next version of shrink-wrapped software; in its place, automated updates will be delivered, ensuring a constant stream of cutting-edge, innovative solutions.Sample surveys consistently show that consideration of cloud or SaaS solutions is driven by ease of change, flexibility to the business and reduced costs.
Cloud services provides an extension of the work office but with the continence of working from home. There are many different variations of the above which accommodate the particular requirements of the employee and employer, such as 'shift working', 'staggered hours' and 'term-time working'. Telias och Ciscos undersökning visar, inte helt oväntat, att det finns anledning för företag att se över de tekniska lösningar de erbjuder för distansarbete. Av de som svarat på undersökningen är det bara 33 procent som anser att deras arbetsgivare ligger i teknikens framkant. –Det har skett och sker en attitydförskjutning i synen på arbete och hur, var och när det ska utföras. För företag som både vill vara en attraktiv arbetsgivare och skapa ett effektivt arbetssätt blir det viktigt att ta till sig de nya behoven bland medarbetarna, säger Sverker Hannervall, chef för företagstjänster på Telia Sonera.Även om viljan finns hos arbetsgivare och anställda är det långt ifrån en självklarhet att arbeta på distans. En del hinder är tekniska – många arbetar direkt mot datasystem som innehåller känsliga data som man behöver it-avdelningens välsignelse för att komma åt – andra handlar mer om inställningen till distansarbete. –Det kräver mycket av cheferna också. Kunskapsöverföringen blir lidande och man måste kommunicera mycket mer via mejl om man ska vara säker på att alla fått samma info.-Conflict of offering extended SLA cost effectively, particularly if staff is in the same time zone. Focus on the waist of money early morning and late nightThe Financial Shift for CustomersCloud solutions can deliver not only technically, but also financially. Revenue spent can shift to the Operating Expenditure (OPEX) financial line as opposed to hardware and software licensed solutions, which sit on the Capital Expenditure (CAPEX). Combined with reduced costs, rapid deployments, low or no setup costs, vendor guaranteed support and service level commitments, these financial benefits have led to an increasing number of firms switching one or more of their solutions to the cloud.
Summary and action... ! Tell them where the stand is and who they should talk to. Stepping into the CloudMany resellers are unaware of just how little money they make selling on-premise technology, and how much more they could make selling cloud solutions - not only to existing clients, but to the 15 million small business who cannot afford up-to-date in house IT solutions.. In some cases resellers are looking at a 50% profit increase, just by switching part of their business model to a cloud service one. Selling Cloud requires fewer resources than on-premise selling, plus it frees up more time to go after new customers.Regular monthly billing means predictable, growing cash flow rather than one-off sales, and customer retention can be as high as 98%.Support Model with Technical ConsultancyHosted Contact Centre - The one USPValue Real-time and monitoring and flexible control of agents across multiple sites and remote workers of traffic and agentsCall management incl. skills-based routing Visit our Hosted Contact Centre stand outside-Speak to one of our Inbound SpecialistsDemo-Total Cost of Ownership model-Information

Gain Control: Hosted Contact Centre

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Gain Control: Hosted Contact Centre

Editor's Notes