Cloud-Based Contact Center Infrastructure Benchmark Findings

Nov 11, 2013Download as PPTX, PDF3 likes929 views

The document is a report from DMG Consulting that examines top contact center initiatives and trends for 2014. Some of the key findings include: - Improving agent productivity and increasing self-service were the top priorities for both companies currently using cloud-based systems and those planning to adopt them. - Voice, email, and web chat were the most common channels currently supported, though many companies planned to add social media channels in the next 18 months. - Cost savings, scalability, and disaster recovery were the main drivers for purchasing cloud-based solutions, while security, reliability and customization were the biggest concerns. - Vendor responsiveness to change requests and an inability to perform custom integrations or

Customer-Focused Strategy, Operations & Technology

Cloud-Based Contact Center Infrastructure
Benchmark Findings
November 2013

Top Contact Center Initiatives Planned
for 2014
Answer Options
Improve agent productivity
Increase use of self-service
Add new channels
Reduce cost of service
Enhance reporting/analytics
Achieve consistency of service across channels
Build a voice of the customer program
Add Web chat
Implement at-home agent program
Implement a social customer care program
Address regulatory and compliance requirements
Other

Rank for companies
that currently host
1
2
3
4
5
6
7
8
9
10
11
12

Rank for companies that
plan to host
1
3
4
2
2
8
6
7
5
8
9
8

Note:
Other: CTI integration, globalization or "follow the sun" support, and achieving a high-availability environment

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

1

Cloud-Based Systems Currently in Use

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

2

Channels Currently Supported:
Premise vs. Cloud

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

3

Channels Planned in the Next 18 Months

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

4

Social Media Channels Used for
Customer Service

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

5

Reasons for Purchasing a CloudBased Solution

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

6

Biggest Concerns About Purchasing a
Cloud-Based Contact Center Solution

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

7

Top Challenges Dealing with your
Cloud-Based Contact Center Vendors

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

8

Satisfaction Levels with Cloud-Based Contact
Center Vendors

Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC

9

Satisfaction Levels with CloudBased Contact Center Solutions

Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC

10

When are you planning to implement a
cloud-based system or application in
your contact center?

Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC

11

Who is Using Cloud-Based Systems in
Customer Service or Contact Center?

Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC

12

Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com
© 2013 DMG Consulting LLC

13

Geoff Mina:
CEO & Co-Founder of Connect First
Geoff is the primary architect of the Connect First platform. He has taken the product
through four generations in an insatiable desire to develop the most full-featured,
highly scalable, fault tolerant and secure cloud-based contact center solution on the
market.
Previously he was a senior level
software engineer at Prosodie
Interactive where he managed a
team of developers responsible for
deploying and managing a speechenabled VoiceXML platform for
Pfizer Pharmaceuticals Inc. Prior
to Prosodie Interactive, Geoff was
involved in building secure
enterprise grade e-commerce
software for Mountain Media, a
provider of e-commerce and
content management systems.
© 2013 DMG Consulting LLC

14

Reliable
Scalability

Agile
Integration

In-House
Customer Care

Our key strength is
service reliability,
performance and
scalability.

Each unique
environment demands
a unique approach to
integration.

Customer satisfaction
is the primary focus at
Connect First.

© 2013 DMG Consulting LLC

15

Top Challenges Dealing with
Cloud Based Contact Center
Vendors
·

Platform reliability

·

Responsiveness to change requests

·

Inability to perform custom integrations

·

Inability to integrate with 3rd party applications

·

Scalability

·

Customer service and support

© 2013 DMG Consulting LLC

16

Thank You!

Learn more about the call center industry and 2014 trends by visiting the
Connect First Resource Library
www.ConnectFirst.com

© 2013 DMG Consulting LLC

17

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Cloud-Based Contact Center Infrastructure Benchmark Findings

1. Customer-Focused Strategy, Operations & Technology Cloud-Based Contact Center Infrastructure Benchmark Findings November 2013

2. Top Contact Center Initiatives Planned for 2014 Answer Options Improve agent productivity Increase use of self-service Add new channels Reduce cost of service Enhance reporting/analytics Achieve consistency of service across channels Build a voice of the customer program Add Web chat Implement at-home agent program Implement a social customer care program Address regulatory and compliance requirements Other Rank for companies that currently host 1 2 3 4 5 6 7 8 9 10 11 12 Rank for companies that plan to host 1 3 4 2 2 8 6 7 5 8 9 8 Note: Other: CTI integration, globalization or "follow the sun" support, and achieving a high-availability environment Source: DMG Consulting LLC, September 2013 © 2013 DMG Consulting LLC 1

15. Geoff Mina: CEO & Co-Founder of Connect First Geoff is the primary architect of the Connect First platform. He has taken the product through four generations in an insatiable desire to develop the most full-featured, highly scalable, fault tolerant and secure cloud-based contact center solution on the market. Previously he was a senior level software engineer at Prosodie Interactive where he managed a team of developers responsible for deploying and managing a speechenabled VoiceXML platform for Pfizer Pharmaceuticals Inc. Prior to Prosodie Interactive, Geoff was involved in building secure enterprise grade e-commerce software for Mountain Media, a provider of e-commerce and content management systems. © 2013 DMG Consulting LLC 14

16. Reliable Scalability Agile Integration In-House Customer Care Our key strength is service reliability, performance and scalability. Each unique environment demands a unique approach to integration. Customer satisfaction is the primary focus at Connect First. © 2013 DMG Consulting LLC 15

17. Top Challenges Dealing with Cloud Based Contact Center Vendors · Platform reliability · Responsiveness to change requests · Inability to perform custom integrations · Inability to integrate with 3rd party applications · Scalability · Customer service and support © 2013 DMG Consulting LLC 16

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Cloud-Based Contact Center Infrastructure Benchmark Findings

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