10 to Move Your Contact Center to the Cloud

Cloud Contact Center Software

10 Reasons to Move your Contact Center to the Cloud

Richard Dumas/ Director, Product & Solution Marketing

• Complicated Technology Stack– ACD– Dialer– IVR– WFM– Reporting– Home Grown Apps– Carriers

2 Company Confidential

Contact Centers Today: Complicated, Costly & Inflexible


Costly to Operate

• Requires a huge investment

– Build your own data center

– Invest more as you grow

– Separate Systems

– Duplicate Functionality

– Idle Reps

– Hire an army to maintain it

– Take all of the risk

Only 14% of enterprise software deployments rated “very successful” by I.T.*


*Consumption Economics

• More Control

• Greater Flexibility

• Higher Productivity

• Better Connect Rates

• Higher Customer Satisfaction


Contact center managers imagined…


Contact Centers Move to the Cloud

*DMG Consulting


Cloud Contact Center Adoption

*DMG Consulting


Why are so many making the move?

• No hardware, software or infrastructure

• Get a full featured contact center solution

• Focus on contact center, not the hardware


Reason #1: No Hardware

• Deploy in as little as 48 hours

• Simple admin tools let you change on the fly

• Professional services help you get started

quickly

• 24/7 support ensures your contact center

runs smoothly


Reason #2: Fast Deployment

• Issues

– On premise software/hardware not agile

– Challenges supporting changes from 10

departments

– Needed to integrate with Salesforce

• Results

– Turned on POC in 2 days

– Increased productivity w/Click-to-Call

– Ability to add seats as needed

– Departments able to make changes


Example: Citrix

Marc FlaumSenior Architect

Citrix

• Agents located anywhere around the world

• Just need a headset, computer and internet

connection

• Combine multiple physical centers into one

virtual contact center

• Gain access to a larger pool of agents

• Improve agent satisfaction and productivity


Reason #3: Agents Anywhere

• No more messy, expensive upgrades

• No upgrade surprises when products EOL’d

• Access to the latest and most advanced features

as soon as they become available


Reason #4: Automatic Upgrades

• Easily integrate with other cloud applications

• Improved agent productivity

• Access to customer information & call lists stored

in CRM

• Integrated reporting

• Click-to-Dial


Reason #5: Easy Integrations


Example: Salesforce Integration

Demo

• Add or remove agent seats & phone lines at

any time

• Make changes in a matter of hours

• No need to guess at peak capacity

• No need to purchase unneeded resources


Reason #6: Scale on Demand

• Issues:– Needed secure solution to handle tens of thousands

of calls during disasters

• Results:

– Handled 90,000 calls during hurricane Sandy

– Able to quickly add staff

– Able to outsource to partners

– Used IVR to route calls related to health

problems

– Used automated messages for 35,000 calls

related to disaster SNAP/Food program


Example: New Jersey 2-1-1

• Cloud vendors provide:– Dedicated teams and best practices

– Regular security audits

– Economies of scales because they support many

virtual contact centers


Reason #7: Security

• Subscription model allows you to pay for only

the agents who are using the system

• Easily add seats and phone lines

• No need to invest in hardware & software –

no risk


Reason #8: Pay as You Grow

• No need to source and manage hardware &

software from multiple (on-premise) vendors

• Local, long distance, 800 phone numbers

come bundled with complete contact center

solution


Reason #9: One vendor, one easy package

• Non technical users can set up and manage

• No need to rely on I.T. to make changes

• No need to rely on expensive consulting and

services teams


Reason #10: Control Your Own Destiny

1. No Hardware

2. Fast Deployment

3. Agents Anywhere

4. Automatic Upgrades

5. Easy Integrations

6. Scale On Demand

7. Security

8. Pay as You Grow

9. One Vendor, One Easy Package

10. Control Your Own Destiny


10 Reasons Recap:

Cloud Contact Centers are ALL we do

Experience: The Five9 Advantage

1800+ customers

3 billion+ calls a year

Over 200 CRM integration

deployments

24/7 Follow the sun NOC


Five9 Products?

• Most deployments in the industry

• High customer retention rate

• Deploy in days

• Intuitive interface

• Turn on a dime

• Integrations and customizations

• True blended CC

• No annual contract


Why Five9?

Increased Business Agility• Expand agent pool… work from home• Ramp up and down… leveraging the flexibility of the cloud• Pay as you grow… flexible subscription-based pricing• Track KPI’s and changing business needs… workforce analytics

Improved Customer Satisfaction• Streamlined customer engagements… leading CTI,

ACD• Increased CSAT metrics… leading IVR, CTI, ACD• Connect customers to the right agent… leading

ACD

More Productive Agents• Improve outbound campaigns… predictive dialer• Accelerated On-boarding… intuitive agent interface• Zero downtime… dynamically adjust inbound & outbound agents

Five9 Delivers

• Upcoming Locations:– Dallas- 9/11– Atlanta- 9/17– Orlando- 9/18

• Register today: http://www.five9.com/about/events• Agenda:

– 9:00 Keynote: The Multi-Cloud Contact Center as a Corporate Asset Sheila McGee-Smith, President, McGee-Smith Analytics

– 9:45 The Cloud Contact Center Advantage Mayur Anadkat and Richard Dumas, Director of Product Marketing, Five9

– 10:15 Empower Your Agents to Engage Your Customers Mark Howe, Regional Director, Bluewolf

– 10:45 Real-World Cloud Contact Center Success Matt Zemon, President & CEO, American Support

Five9 Cloud Revolution Roadshows

Thank you for

attending!


For more information:

Call us: 800-553-8159

Email us: [email protected]