Contact Center as a Service (CCaaS)

TeleSpace Confidential© 2013 TeleSpace. All rights reserved.

Contact Center as a Service (CCaaS)

INCLUDING ADJUNCT APPLICATIONS

TeleSpace Confidential© 2013 TeleSpace. All rights reserved. 2

Key Trends


What Keeps Contact Center Managers Awake?

Overall Priorities Topics

Large(200+

agents)

Medium(51-200 agents)

Small(10-50 agents)

44% Increasing revenue √ √

42% Improving customer satisfaction √ √ √

24% Reducing costs √

21% Achieving set metrics √ √

21% Improving first-call resolution

16% Growing/maintaining staff √

15% Improving staff morale

13% Decreasing staff attrition

Top ways to address concerns Customer experience improvement (Self-service)

Business process optimization (Self-service)

Agent desktop optimization (CTI)

AnalyticsSource: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013


Shift to Cloud-Based Contact Centers

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide, 2013

64% 63% 67%

Percent of Companies Validating Top Ad-vantages

Easier system changes

Better TCO

More powerful or extended functionality

Source: Aberdeen, Transitioning your Contact Center from On-Premise to the Cloud, April 2013

27% lower annual contact center costs


Functionality Benchmarks and Future Plans

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013

Technology / Application Currently using today

Likely to implement in <12 mos

Headsets 95% 3%

Call recording 84% 7%

IP infrastructure 77% 6%

ACD/PBX functionality 81% 4%

Email 64% 8%

Touchtone IVR 69% 8%

MIS 65% 9%

Workforce management 51% 18%

Web chat 43% 18%

Outbound dialer 37% 4%

Customer service mobile app 33% 14%

Analytics 27% 10%

Automated speech recognition 22% 10%

What majority are using

Functionality being added

25%

Call routing

CRM/agent desktop

18%

8%

7%

15%

39%

30%


TeleSpace Capabilities


Credentials

Cisco® Master Cloud & Managed Service Provider

Specializations in Cisco Collaboration portfolio

• Advanced Collaboration Architecture

• Advanced TelePresence

Expertise in security and quality service management

• CISSP®, Cisco CCIE and CompTIA™ Security+ certifications

• ITSM processes, ITIL® and PMP® certifications

Headquartered in Austin, Texas with extensive footprint

• U.S. TeleSpace sales team and authorized agents

• Global and North American coverage via 50+ resellers, distributors

Broad, fully-integrated TeleSpace℠ Cloud Services UCaaS (hosted Unified Communications)

UCaaS P1 Interconnected VoIP (eligible for E-rate) TPaaS (hosted TelePresence) CCaaS (hosted Contact Center) Innovative WAN Services for choice in how to connect Managed private cloud offers

World-class Quad Core Network™ and Operations Secure, scalable, carrier-neutral, geo-redundant design One of industry’s most aggressive Service Level Agreements

Sample customers Synergis Education (UCaaS, educational services) One of America’s top 3 homebuilders (TPaaS, real estate) Brokerage (UCaaS/CCaaS, health insurance) sold by ShoreGroup

Corporate Snapshot


Lead with Cisco Powered Cloud Services

UnifiedCommunications

TelePresenceCollaboration

Applications

CustomerCollaboration

Same on-premise applications now available via monthly subscription


Unmatched Strength of Quad Core Network™ Secure design

Carrier class

Fault-tolerant

Geo-redundant

High availability

Carrier-neutral access

Independently scalable MPLS Core

DMVPN / Mobility Core

Data Center Unified Fabric Core

Fabric Computing Core

9

Internet / MPLS

Austinproduction data center

ASR9K ASR9K

Internet / MPLS

Internet / MPLS

ASR9K

Backbone Waves Backbone Waves

Backbone Waves

Dallastelecom/partner peering POP

ASR9K

Fabric Computing

Cloud

Fabric Computing

Cloud

Ashburnproduction data center

ASR9K


Trailblazer in Service OperationsResilient, Reliable, Predictable, and Accountable Geo-redundant NOCs (certified technical engineers) 99.99% service & infrastructure uptime guarantees

World-Class Support Expertise & Innovation TeleSpace intellectual capital Industry best practices Market-leading tools Proven ITSM processes


Contact Center as a Service (CCaaS) Subscriptions can support 25 to 1000’s of users

Hosted agents and supervisors Precision routing (most proficient agent for customer) Mobile device flexibility (TeleSpace CCaaS with UCaaS Pro) Reporting

Seamless options for best-in-class adjunct applications Bucher+Suter: CRM integration eGain: email, web chat & co-browse Calabrio: recording voice calls & screen captures, workforce management and analytics Nuance: self-service IVR (interactive voice response) and speech recognition Acqueon: predictive outbound dialer

Multi-customer environment Individual, dedicated instance of the services you want (vs. all customers sharing same services)

Bursting subscription option for seasonal increased capacity needs


Noteworthy Distinction with TeleSpace Secure, scalable and flexible Quad Core Network™

High reliability with our “carrier-neutral” design Alternate WAN access to TeleSpace (if not using corporate MPLS circuits)

Single, integrated applications platform Running complete Cisco Powered Collaboration portfolio Managed private cloud offers for adjunct/ecosystem applications

TelePresence breadth Support SIP- and H.323-compliant endpoints (Cisco, Polycom, LifeSize, et al.) Extensive functionality (B2B, multipoint, recording, capture/transform/share)

Contact Center depth Supports 25 to 1000’s of users (Cisco UCCX and UCCE) Simplified contact center environment incorporates best-in-class partner apps Multi-customer environment

Aggressive Service Level Agreements Enjoy 99.99% service and infrastructure uptime guarantees


Working with Customers


Simplified Business CaseAverage 27% lower annual contact center costs for cloud Line receptionists to route calls (TeleSpace CCaaS subscription)

Agent salary/time to answer repetitive questions and handle repeat calls (IVR, multi-channel analytics)

Agent recruitment & training (call recording, quality monitoring tools, workforce management)

Proactively reducing potential for litigation, regulatory fines (customer interaction analytics)

Seamless access to new functionality (TeleSpace integrated platform and bursting options)

Positive impact on revenue Reduce churn (CTI/agent desktop optimization/screen pops and analytics)

Gain instant customer feedback (IVR surveys, speech recognition)

Increase sales conversion, customer value, and competitive response (analytics)

Ensure business continuity, less lost revenue (TeleSpace fault-tolerant, geo-redundant disaster recovery and 99.99% uptime)


Performance Metrics

Source: ContactBabel, The US Contact Center Decision-Makers’ Guide 2013Source: Harvard Business Review, “Stop Delighting Your Customers,” July/August 2010

Most Important Customer satisfaction

Variety of home-grown formulas and tactics Net Promoter Score (NPS) Consider “Customer Effort Score”

“How much effort did you personally have to put forth to handle your request?” First call resolution

More accurate with multi-channel analytics to identify repeat callers, eliminate root causes

Secondary Speed to answer Call abandonment rate (translates to lost revenue)

Less Focus Call duration (handle time) Staff attrition rates

Thank you.

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Contact Center as a Service (CCaaS)