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BT Contact: Relationships that Grow. Stephen Bruce , Business Dev. Team Lead Matt Corso , BT Advise Practice Director. Customer Challenges: Improving “Customer Experience”. Changing Consumers. Technology & Operations. Delivery Models. Different contact center platforms across the globe - PowerPoint PPT Presentation
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BT Contact:Relationships that Grow
Stephen Bruce, Business Dev. Team LeadMatt Corso, BT Advise Practice Director
Building the next generation of BT Global Services 2
Customer Challenges: Improving “Customer Experience”
Voice
Web Chat
VoIP
SMS /MMS
‘Call me’
Video
Social Media
Contact Centers
Branch Offices
Remote Workers
Mobile Workers
Home Workers
HQ
Changing Consumers Delivery Models
• Different contact center platforms across the globe
• End of Life global contact center infrastructure
• Delayed refreshes and upgrades due to budget – limited capex
• Strategic shift towards hosted
• Disparate IVR platforms and sub-optimal self service
• Multiple inbound (toll-free) carriers, high call transport costs
• Need to support Lync Conferencing access globally
• Poor multichannel integration
• Limited 360 view of customer metrics
Technology & Operations
Building the next generation of BT Global Services 3
Significant & Underpenetrated Opportunity in the US
Source: IDC 2012-13
• US&C companies represent the largest Contact Center spend by far
• $ 100M+ in US&C Wins past 24 Mo. demonstrates leading BT capabilities & ability to win top companies
• Profitable: high margins / EBITDA
• Underpenetrated – BT Contact <%5 US&C Sales Pipeline
• Requires sustained and focused AM engagement to qualify new business
Worldwide Contact Center/CRM Market
Building the next generation of BT Global Services 4
BT Contact Portfolio: Key Capabilities with Linkage to Advise
Improve intelligence with cloud -based Workforce Optimization (WFO) and contact recording
Cloud ContactCloud ContactDeliver multi-media contact centers anywhere in the world, on a flexible basis
Improve customer experience and reduce
costs with multi-channel Self-Service options
Onsite ContactBespoke premises
solutions to serve customers more productively and
profitably; complex deals
Advise ContactProfessional services expertise for contact center assessment, design and deployment support
Inbound ContactInbound ContactWorld’s largest inbound voice network with coverage from 170+ countries
Auto ContactAuto ContactOptimize Contact
BT Contact Portfolio Duration TOV EBIT Sales Cycle
Inbound Contact 1-5 yrs $500k - $25M High 1 to 3 mths
Auto Contact 3-5 yrs $1M - $15M High 3 to 6 mths
Cloud Contact Next Gen 3-5 yrs $5M – $10M Med-High 3 to 6 mths
Cloud Contact Cisco 5-7 yrs $10M - $30M Med-High 6 to 9 mths
BT Advise Contact Duration TOV EBIT Sales CycleRapid Assessment / Facilitated Workshops 1 to 4 wks Varies on scope Med-High 3 to 6 wks
Contact Center Strategic Assessment 4 to 8 wks $100k - $500k Med-High 8 to 12 wks
Contact Center Implementation & Deployment 4 to 12mths+ $250k - $10M+ Med-High 6 to 12 mths
Building the next generation of BT Global Services 5
BT Contact: Target Customers
• Global markets/international traffic
• Multiple contact centers
• B2C or high transaction
• EOL contact center technology
• Expanding or consolidating centers
• Centralized conferencing/Lync applications
• 100+ Agents Minimum for Cloud
Building the next generation of BT Global Services 6
US&C Win Example: ExxonMobil
BT Cloud Contact Cisco – Incremental Business
• BT Cloud Contact Cisco solution to replace ExxonMobil’s premises-based infrastructure
• Supports 1500 contact center agents in 8 sites across globe.
• Includes BT IP Connect and Optimize Contact services for hosted Workforce Optimization (WFO)
• While BT does not manage global WAN, won vs. OBS & AT&T
• Upfront PS engagement TOV: $500K established credibility
• BT Cloud Contact Cisco Win TOV: $26M
• Additional Inbound TOV: $7.5M
• Further business in 14/15
Building the next generation of BT Global Services 7
US&C Win Example: Fuzebox Software
BT Inbound Contact Win - New Business
• FuzeBox is emerging cloud based collaboration provider headquartered in Silicon Valley
• Selected BT for Inbound Contact for 90+ call origination numbers to support global web conferencing solution across 50+ countries in Europe, APAC and LATAM
• BT IP Connect utilized for SIP DAL connectivity to support both Inbound Contact Global and BT One Voice outbound
• Win secured with a <60 day sales cycle
• Demonstrates power of integrated cross-portfolio solution, combined with strong account relationships
• TOV: $6M
Building the next generation of BT Global Services 8
BT Advise Contact: Custom Professional Services for Large, Complex Environments
Gap analysis and maturity model tools, self service readiness, contact value analysis, hosted cost comparison / ROI tools
Gap analysis and maturity model tools, self service readiness, contact value analysis, hosted cost comparison / ROI tools
Contact Center assessment or facilitated workshops in collaboration with cross functional stakeholders. Addresses how effectively contact centers are performing and identifies areas for improvement across key areas -- based on specific customer goals. Can define general strategies and quick hits for improving operations; identifying and prioritizing improvements, and developing benefits case for BT Contact managed services
Contact Center assessment or facilitated workshops in collaboration with cross functional stakeholders. Addresses how effectively contact centers are performing and identifies areas for improvement across key areas -- based on specific customer goals. Can define general strategies and quick hits for improving operations; identifying and prioritizing improvements, and developing benefits case for BT Contact managed services
Rapid Assessments & Facilitated WorkshopsRapid Assessments & Facilitated Workshops
Engagement TypeEngagement Type MethodologyMethodology Service DescriptionService Description
Above tools and accelerators with on-site data analysis, interviews and observations; operating model design
Above tools and accelerators with on-site data analysis, interviews and observations; operating model design
A strategic on-site analysis of an organization’s global contact center operations. This deep dive engagement looks at strategic, operational and technical components, evaluates contact management, and defines a target operating model and a supporting infrastructure and technology roadmap.
A strategic on-site analysis of an organization’s global contact center operations. This deep dive engagement looks at strategic, operational and technical components, evaluates contact management, and defines a target operating model and a supporting infrastructure and technology roadmap.
BT Contact Center Strategic Assessment BT Contact Center Strategic Assessment
Custom readiness and deployment framework and BT Program & Project Management Method (PPM)Vertical Best Practices
Custom readiness and deployment framework and BT Program & Project Management Method (PPM)Vertical Best Practices
Contact Center Implementation services focus on planning and deploying best-of-breed technology to help improve customer contact management across distributed operations. These custom services enable design and deployment of leading technologies across premises, hosted and hybrid models. Supports strategies and roadmaps for consolidation, virtualization, and next generation capabilities.
Contact Center Implementation services focus on planning and deploying best-of-breed technology to help improve customer contact management across distributed operations. These custom services enable design and deployment of leading technologies across premises, hosted and hybrid models. Supports strategies and roadmaps for consolidation, virtualization, and next generation capabilities.
BT Contact Center Implementation & Custom Deployment
BT Contact Center Implementation & Custom Deployment
GS Process Management; Trouble to Resolve processesChange ManagementITIL; CIP; PMP
GS Process Management; Trouble to Resolve processesChange ManagementITIL; CIP; PMP
Global Services offering to provide service operations and business continuity to BT Contact customers with focused core competencies (e.g., BT Cloud Contact Cisco)Global Services offering to provide service operations and business continuity to BT Contact customers with focused core competencies (e.g., BT Cloud Contact Cisco)
BT Contact Center In Life Support (Global Service Management)
BT Contact Center In Life Support (Global Service Management)
Building the next generation of BT Global Services 9
BT Contact: Common Questions
What percentage of inbound needs to be international to be a good candidate for BT Inbound Contact?• While we are now competitive on US-US traffic, generally most competitive with
30%+ international origination or termination
Do we offer SIP termination for Inbound?• Yes, SIP DAL termination is available from a growing list of countries including US,
Canada, Germany, Netherlands, Australia
What is the minimum number of “seats” for BT hosted contact center services?• 100+ concurrent agents for Cloud Contact Next Gen and 300+ concurrent
agents for Cloud Contact Cisco
Do we sell contact center CPE in the US&C?• Bespoke basis only; primary focus is network-based solutions
When should we be discussing BT Advise Contact?• When there is “line of sight” to a potential BT Contact managed services
solution – i.e. a large, globally distributed contact center estate
Building the next generation of BT Global Services 10
BT Contact: US&C Sales Support
Useful LinksBT Contact Portfolio Intranethttps://intra.bt.com/bt/globalservices/salesportal/propositions/crm/pages/index.aspx
BT Contact Sales Portal https://intra.bt.com/bt/globalservices/salesportal/sales/market_movers/bt_contact/pages/index.aspx