20 reasons to host your contact centre in the cloud · •bottom line: cloud contact centre will...

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20 Reasons to host your contact centre in the cloud Brian Galvin – Chief Science Officer


Significantly enhance the contact centre experience by:

Providing insight through analytics that allows effective decision making and continuous improvement

Improving call centre experience for the customer, agent and company

Delivering enterprise-grade software + services from the cloud

Making call centre technology available simply and cost effectively to all businesses

Our Vision


• Company – Private and Venture funding

– ContactWorld platform launched 2006

– > 97% customer retention rate since 2006

• Core operations – Purpose-built true cloud architecture

– Performance, availability, security are in our operational DNA

• Customer base – 100+ customers

– 250 Call centres in 16 countries

– 3,000+ Agents

NewVoiceMedia Quick Facts

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Investment

• Reason 1 – Setup new contact centre in

weeks not months

• Reason 2 – Avoid upfront capital costs

• Reason 3 – Reduce ongoing

management costs

Means fewer £s for new purchases




Managing Complexity

• Reason 4 – Get the latest contact centre technology

CRM Server

IVR

Call Centre

Infomart

Outbound Dialer

CTI Server

Speech Analytics

Call Logger

Media Server

ACD

WFM Server

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Scale with Flexibility

• Reason 5 – Support multiple sites and

countries at no extra cost

• Reason 6 – Cope with fluctuating demand

• Reason 7 – Grow your contact centre as you

grow



Maximise Efficiency

• Reason 8 – Talk to customers in their

own language

• Reason 9 – Maximise agent availability

• Reason 10 – Improve agent recruitment,

retention and availability



Availability and Compliance

• Reason 11 – Worry-free operations

• Reason 12 – Securely process credit card

payments with full PCI compliance



Avoid Disaster

• Reason 13 – Take snow storms, floods

and train strikes in your stride

• Reason 14 – Ensure disaster recovery



Management, Integration & Support

• Reason 15 – Simplify system

management and changes

• Reason 16 – Get free 24/7 support

• Reason 17 – Integrate with Salesforce

CRM



Engage Your Customers

• Reason 18 – Faster dispute resolution

• Reason 19 – Reduce abandon rate

• Reason 20 – Improve customer service



Summary

• Bottom Line: Cloud contact centre will improve your life:

– Your customers will be happier

– Your executives will be happier

– Your agents will be happier

– And you will beat your budget

• But wait, there’s more!

– You will be more responsive to business changes, more agile, and less stressed

20 reasons to host your contact centre in the cloud · •bottom line: cloud contact centre will...

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