New Frontier 1.0

8/7/2019 New Frontier 1.0

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Welcome ± My name is Keith Fiveson ± Thank you all for being here, I wouldalso like to thank the conference organizers for giving me the opportunity tospeak with you today. I am very excited about this presentation. Because weare talking about the New Frontier. What is the New Frontier? Anyone havean idea? A show of hands? Anyone?

- If no one ± go to next slide

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What we will explore in the next hour or so is this concept of the New Frontier.What it means for you as a provider, buyer or seller of services or products.Anytime and anywhere.

We will look at where we were, where we are and where we are going as anindustry. As we look at the New Frontier, this is a place where we see theemergence of a. Internet Protocol (IP)b. Virtual Agentsc. Technology Solutions that have us all communicate more efficiently and

effectively

We will also talk about what all of this means to you, your operation, your people, and their ability to communicate, connect and compete in theglobal market.

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As you know the Phone has been around a long time ± communications wasinvented back with Alexander Graham Bell in 1876. Back then this was theNew Frontier«

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Why am I giving this talk? Because I too have been around a long time. Asyou can also see by this picture. That¶s me in the back there - talking thenabout the New Frontier!!

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We¶ve come a long way from the old days when switching calls meant gettingthe right plug in the right hole. This is what the early Call Distributor lookedlike. This was my wife and partner back then«

My new wife is much younger.

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Today the New Frontier is the the customer who

want service± where ever ± when ever ± how ever ±to anyone ± anytime for anything ± and anywhere.This is the New Frontier.

You are on the new frontier ± Colombia ± the onlyquestion is how do you get there?



If you are asking this question in your organization you have to use theseprinciples.

Where have we beenWhere are we knowWhere do we go, based on looking at the market and the drivers

Past ± Present ± Future

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Looking at the market today ± there is a lot to think about

The New Frontier is a host of that converge on us all.

It is about Social Media (facebook, linkedin, twitter)

It¶s about convergence of texting, with self service, online publishing

It¶s cell phones and wireless, you tube and mobility

It¶s globalization of communities and messages in a political and economicclimate that is forcing consumers and businesses to rethink their strategiesand investments. It¶s a new way of looking at the contact center with multipleportals and channels to serve customer needs.

Customers want turn key solutions, lower prices, quality customer care, 24x7anytime, anywhere, with secruity from disaster,They want the options of working with home agents, offshore, nearshore,anyshore, with global pricing and competitive options,

There are a lot of technology issues on the Horizion, like Voip, Sip, IVR, 8



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It¶s also about the shape of the industry

The various SuppliersTechnologies to Work withServices To Offer

Channels to Sell Your Services ThroughKey Markets to Focus on

And then there are also Trends to Deal with ± L ike Social Media, VirtualAgents

Challenges ± L ike HIPPA ± SOX ± Hiring ± Retention ± Mobility ±Google ± Cloud ComputingSubstitutes

That is a LOT to deal with!!!



Our research indicates that there are three types of firms.

Emerging ± Optimizing and Strategic ±

Chances are the Strategic firms have already figured this New Frontier anddemand out. And they are busy working on it.

What I find interesting is that there are fewer than 15 % of the call centers actstrategically to implement solutions

Many if not most are optimizing looking at technology but won¶t do anythinguntil customers demand itThe balance are just trying to figure out what to do what they want to do!!!

That¶s over 65% of the firms that are not doing anything until a customer demands it! What kind of service value and business proposition can theyoffer if they are not making the investment to be a strategic asset to thecustomer?

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So the New Frontier

What I want to focus in on now three specific trends, influencers that are reallyimpacting and Empowering the New Frontier for the Contact Center.

If you are a Strategic firm you are probably already implementing them in a bigway to impact your customer service, sales or technical support operation.

They are

1. Internet Access2. Virtualization3. Mobility



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Number one ± the Internet ± and the continued growth of bandwidth aroundthe world. Connecting, like a big mother unbiblical cord to each other.

The Internet is the Mother of this New Frontier - It is at the heart of everyglobal citizen, who connects using VoIP, Skype, Call Centers, MultipleChannels for Contact (Social Media), etc. We are all enabled through theinternet.

The Internet is growing at an annualized rate of 18% and now has one billionusers. A second billion users will follow in the next ten years, bringing a

dramatic change in worldwide usability needs.By 2015, over 50% of Americans will be over 55 with a high degree of disposable income.



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We are all communicating with each other and connecting in new ways. VOIPhas been in vogue for years no doubt.VoIP is the front runner in cutting down

costs of communication and still is, so much so that it is almost free to makecalls (computer to computer calls via SKYPE). But now you can set up avirtual call center, with workers all over the world, working from home using acomputer, a skype line, an open source pbx, to answer, route, connect andmanage agents.



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Applications like Skype have now made it easy for even the common person tobe able to connect with the world, with simple set up and apparatus. All he

needs is a computer system and an internet connection.



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Ever increasing popularity of social media has meant that it is imperative for acompany to connect to their ³clients and prospects´ via the online social

networking sites. They are a great way to connect, interact and get feedback inno time. Social media enables constant connect.

It¶s like a democracy: for the people, of the people and by the people



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And of course the call center itself.Integrated into the call center you can now have a team of agents to handle

emails, you have some to handle snail±mails. So in the new frontier you needto establish a dedicated team of agents for your social media hub, so you can³tackle´ each segment for your clients, using the social media hub on adedicated basis. So you build a dedicated team that will take care of each andevery segment of social media that is important for you and your clientscompany¶s branding & presence.

1. Social media outposts empower 24/7 customer service ± The internet ingeneral and social networks in particular have made it possible thatanyone, anywhere, anytime can get answers that he/she seeks. Throughthe social media presence, it is entirely possible that the rate at which your customer¶s problem can be solved in much less time. Not to forget ±whenever he wants. It can at certain times be more effective than a 24/7call center.

2. Worldwide reach ± Answered in the above note. A 24/7 presence combinedwith the nature of social media (publicly viewable) ± means that anyone,

from anywhere can reach you and vice versa ± and the customer servicerate is increased.3. Quick resolutions ± Again, this is possible due to the rapid availability of

information. The internet makes it very much possible that any newinformation becomes accessible from one point to another point within



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The Second area empowering the New Frontier is Virtualization of Agents.Emergence of Virtual Agents, Virtual Assistants, Home Agents,Mobile Agents -

Anywhere, Anyone, AnytimeThe availability and popularity of freelance remote agents has dramaticallychanged the landscape. This is truly paving the way for 24/7, anytime, hasanywhere outsourcing.

How many of you have your profiles on Odesk, Elance or another virtual agentmanagement, hiring platform today?

The agent located from anywhere in the world can get in touch with customerslocated anywhere in the world.

Alpine access currently has XXXX agents working remotely as home agents.



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While India and Philippines are popular destinations for contact center outsourcing. Colombia offers proximity and capability that can be very

attractive to companies looking to outsource ± given the infrastructure, humanresources, technology and telecommunications links, if you are on-site or working from home, you¶ve got a great opportunity to compete in this globalsector.



What empowers the landscape even more is something called SIP SessionInitiation Protocol (SIP) ± developed in 1 99 6 this worked in tandem with IP and

can be used to organize and manage video, streaming, instant messaging,social media connections all virtually and globally, as this is the standard for communications. Companies like AVAYA and CISCO are creating productsand services, through Unified Communications platforms that connectconversations and collaboration across different communities ± customers,suppliers, workgroups and communities This is all real-time information andaccess based on past data, current status and user preferences.

User defined experiences, using social media, phone, chat, collaboration,

video, conferencing, enables individuals to deliver their content through thedevice and network of their choice. So it really does not matter what deviceyou use, applications and communication services regardless of location or network.This means that communications between groups within and outside anorganization are greatly enhanced as boundaries between groups fall away toallow for deeper levels of collaboration from inter-enterprise messaging andfederated presence to communication enabled processes to streamlineoperations between customers and suppliers.



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So here we are - the ability to order, read, communicate and connect, virtually,anywhere, anytime, anyhow with anything. Is it happening?



Yes, Mobility is happening at an ever increasing pace. We are connectingeverywhere, with devices like the Blackberry, iPhone and now the iPad

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The iPhone has been the #1 game change helping to drive the consumer spending on the internet.

As many as one out of every three offline purchases was precipitated by anonline search ± more people use the iPhoneSearch can influence an incremental 3 times the dollar value of e-commercetransactions by reaching consumers who shop in traditional channelsThose who search up to 10 times annually spend an average of $1,78 9 onlineThose who searched 31+ times spent an average of $2, 9 43 onlineAs you might expect, off-line purchasing volumes went up as well with thenumber of online searches a consumer made in a year.

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The iPad is the next game changer, along with the so many other internetdevices, connection capabilities, that will change the face of communicaitonand connection globally. With 3G and 4G technology, Skype, videoconferencing, CRM capabilities, social media connections individuals arefreeer and more impowered then ever before. As a call center

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All of this means empowerment to consumers and the need to build amultichannel operation that supports consumers, anywhere, anytim, anyhow.It¶s an opportunity and should be your mandate to invest in your operation tobetter understand what is needed in the global market.

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Regardless of the channl to suppor the customers needs and requirements.k

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All these emerging technologies make it easier for not just the contact center to communicate with their clients and prospects, but also make it all the moreconvenient for the clients/prospects to read, understand and know more abouttheir service provider/vendor.

This is a huge advantage



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This ensures, in higher rates of customer retention, enables you tocommunicate, identify issues more quickly, shorter response times,understand the client needs



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This ensures, in higher rates of customer retention,



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Customer Service, Tech Support, Sales and Corporate Demands for Price,Performance, Experience and Expectations have Evolved.

So keeping up with the trend these emerging technologies, applications andtrends will only help meeting the expectations gracefully!



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For service providers looking to developing a solid marketing program isessential. The classic case of the shoemakers

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New Frontier 1.0