Call Center Competitive Analysis

Brian Kinney

Marketing Intern

1) Introduction

2) Industry Trends/Takeaways

3)Analysis 1) Interactive Intelligence (I3)

2) inContact

3) 8x8 Inc.

4) SalesForce.com “Service Cloud”

4)Appendix 1) Infrastructure Prototype

Agenda

▸ Technology Transition

▸ “Contact Center” ▸ Multi-Channel Communication

▸ Huge increase in cloud IT spending projection ▸ $29B (2011) to $55B (2014)

▸ DMG Consulting

▸ Market is fragmented

Industry Trends/Takeaways

STRENGTHS OPPORTUNITIES

• Unique Real Time Speech Analytics Tool • Full service provider (servers, headsets,

networking hardware) • Leader in Gartner Magic Quadrant for

Contact Center Infrastructure Worldwide (4th consecutive)

• Flexible CaaS deployment models

• QuickSpin Trial Offer

• Specialize in Financial Services, Outsourced and Teleservices, Insurance, Accounts Receivable Management industry.

WEAKNESSES THREATS

• Software dependent • Contact center applications are less feature-

rich than competitive offerings • Very Basic and Non-graphical User Interface

• Vast competition from various markets • Inconsistency in quality of channel partners

ability in designing, installing and supporting contact center environments

• Compete directly with Avaya, Cisco, Aspect & Genesys

STRENGTHS OPPORTUNITIES

• Can provide telecommunications connectivity as well as cloud software services

• Market share leader, based on agent seats (DMG Hosted Contact Center Infrastructure Market Report)

• Graphical Icons for Call Flow Scripting

• Entered into reseller agreement with Verizon Business Communications & Siemens in late 2011

• Claim to be first to combine Software-as-a-

Service (SaaS) contact routing and agent optimization software with a national connectivity network of phone and internet

WEAKNESSES THREATS

• Missing Mobile Access

• Software Dependent

• Reporting is limited and very difficult to customize

• Lost $9.4 Million Last year • Relatively new in marketplace and must

provide a significant amount of education to customers

• Re-branded in 2010

STRENGTHS OPPORTUNITIES

• Web Callback Application feature

• Desktop Sharing

• No Software required (Browser Based)

• Recently acquired Contactual (cloud-based call center and customer interaction management solutions provider)

• One of the largest VoIP service provider in country

WEAKNESSES THREATS

• Missing Social Media Monitoring

• Basic/Non-graphical UI

• Non- Graphical Reports

• Small sized company (301 employees)

• Missing “wow” features

• Experience in Contact Center Solution Market

STRENGTHS OPPORTUNITIES

• FaceTime Integration • Mobile Access

• Recognized as a de facto shortlist product

for B2B customer service operations

• Graphical & Simple User Interface

• Self-Service Functionality

• Fasted growing product line at SalesForce

• SalesForce customer adoption

WEAKNESSES THREATS

• Not optimum for large, complex, multinational customer service centers

• Weak base BI module (Partner could offer

better)

• Ongoing speed and performance issues • Value of vast AppExchange products

• Base product offering seems sparse

QUESTIONS/CLARIFICATIONS?

Typical Hosted Contact Center Solution Infrastructure Solution

UNDERLYING TECHNOLOGY FruFone SDK ServiceNow Platform (Twillio)

CONTACT CENTER

PBX

ACD

Back Office Systems

CRM Apps

Third Party Apps

CORE CAPABILITIES Inbound Outbound Blended

CORE FUNCTIONALITY Voice IVR ACD CTI Presence

Unified Queuing Dialer Recording Reporting

ADDITIONAL OPTIONAL MODULES

QA WFM eLearning Surveying

IVR/Speech Analytics Tool

CRM Social Media Monitoring

Mobile Engagement

App

FAQ Knowledgebase

Self Service Portal

Live Agent Collaboration

Tool