If Unified Communications and cloud contact centers are a decade old, then what’s so new about them? Art Schoeller Vice President and Principal Analyst

Service Manager

Customers

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The Age of The Customer shaped by social media

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Customer Experience Is Driving Shareholder Value

October 2013 “Technology Management In The Age Of The Customer”

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Talking to an agent still ranks very high

How old are UC and cloud contact center?

Purchase of hosted contact center vendor Ineto

January 20th, 2004

Launch of Live Communications Server

December 29th, 2003

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Source:April 2013 “TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013”

Contact center technology maturity

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But does this look like a contact center suite?

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Source: November 2012 “Unified Communications And Collaboration Is Poised For Growth As Demand Rises”

The evolution of the SaaS value proposition

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Take a step back and think about the journey that customers expect to have with your company

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Most of the time this journey is fractured. Why?

Legacy applications drive hybrid configurations

Cloud Contact Center

Verizon IVR in the Cloud

CRM in the Cloud

Salesforce

Unified Agent Desktop Jacada

Premise Based Billing Application Homegrown

Premise Based WFM Application NICE/IEX

Why consider cloud contact center

›Seasonality ›Distributed contact center ›BPO management ›Wrest control from IT……but ›Agility ›Simplification of infrastructure

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Change Management

“If it’s still running slap a patch on it.”

CAN BE DIFFICULT

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Contact center deployment models

0% 5% 10% 15% 20% 25% 30% 35% 40%

Don't know

Public cloud (as a service accessed over theInternet)

Cloud-type as a service (shared infrastructure)

Outsourced (provider decides)

Hosted off premises (dedicated infrastructure)

Self provisioned and self managed

On-premises managed service (CPE based)

FutureNow

Base: 633 contact center decision-makers with 20+ employees and 50+ seat contact center Source: Forrsights Networks And Telecommunications Survey, Q1 2013

In the future, how do you think your firm would prefer to manage or deploy it's contact center technology? Today, how does your firm primarily manage or deploy its contact center technology?

Presence

Single-user identify

Integrated desktop

Common user experience

Simplified

Management

SIP support

Unified Communications – a definition

Unified conferencing

Audio, Web, video, text

Unified

messaging

Mobility Integrated calling

“Out of the box” Integration to collaboration

API’s and toolkits

IP Telephony / VoIP

Unified Communications Adoption Continues To Expand

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Cisco leads due to IP Telephony – Microsoft will gain

Source: Forrsights Networks And Telecommunications Survey, Q1 2013

Today, which technology vendor(s) does your firm use for unified communications?

4% 6%

1% 1% 1% 2% 2% 3% 3%

4% 6% 7%

9% 10% 11% 11%

16% 16%

26% 59%

Don't knowOther

Critical Links/EdgeboxAastra (previously…

Ringio8x8

LG EricssonMitel Networks

ShoreTelNovell

SiemensNEC

OraclePolycom

Alcatel-LucentGoogleAvaya

IBMMicrosoft (Lync)Cisco Systems

Base: 648 Telecom decision-makers who are piloting or implementing UC

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Microsoft with Lync 2013 hits the enterprise voice inflection point

Source: Forrsights Networks And Telecommunications Survey, Q1 2013

In 24 months, how do you expect your firm will deploy Microsoft Lync in relation to its IP-PBX environment?

47%

25%

14%

14% To supplement our IP-PBXes

To replace our IP-PBXes

We have no plans to use Microsoft Lyncenterprise voice capabilities

Don't know

Base: 166 Telecom decision-makers who are piloting or implemented UC using Microsoft Lync

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“Conflating” UC and contact center

› The old PBX / ACD debate still lives! › It’s better to have one telephony infrastructure › The promise of SME’s being available to increase FCR via IM › Shared presence information of customers / callers › Using UC applications (e.g. Microsoft Lync) for contact center › Vendor posturing

› But….the benefits that can be derived are › Entire enterprise is on the same presence server › Shared dial plan and directory › UC collaboration tools can be used for agent training / coaching

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Learning more about Customer Experience

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Thank you Art Schoeller aschoeller@forrester.com