The Death of Software in the Call Center

A 100% cloud based approach

There is a prerequisite for success for cloud based contact centers.

There is a method to realizing the ROI…to the “visions of sugarplums dancing in your heads”.

Its not what you think…it isn't software, or infrastructure. They influence it – but don’t or can’t unlock the optimal ROI.

The journey to the end of your on premise software

What’s the most important factor?

ROI? Cost Reduction? Growth/Scale/Capacity?

Why is it important for me to move to the Cloud from OnPremise?

…one view

You have no choice

All meaningful innovation will be delivered via cloud.

Fear this. If nothing else, be motivated by it.

You have 24 months at best.

Because you’re going to have to embrace it. By force.

Do Cloud solutions eliminate cost and complexity, inherently?

It appears that way today…there will be more options, not fewer.

That spells complex.

They are just as difficult to implement successfully

No Way.

Cloud based applications are the single best sources of information

innovation, aren't they?

CRM technologies have innovated and improved at amazing rates

Telephony has become less expensive, more reliable, and of higher quality.

Multi-channel solutions have created value, not destroyed them

Finally, some truth

Its not easy

It’s the right thing to do

I have to do it anyway

…so what’s the obstacle?

So, to Cloud in the Contact Center…

The obstacle to call center success with cloud

technology

Cloud based Contact Center apps are better than ever

We’ve never had more solutions

We’ve never had better solutions

Innovation is hitting our industry faster than any one else

Its true, and that’s part of the problem

Contact Centers have never had so MANY “good choices”

CRM, Telephony, Call Recording, Marketing Automation, Dialers, Softphones, Supply Chain, Accounting, Language Solutions, Chat, SMS Servers, Vertical Plug-ins, Ticket Trackers, BI,…OMG.

And more of em actually “work” than ever before.

This overabundance of solutions….WILL GET WORSE, AND WILL OUTPACE CONSOLIDATION

Which leads to the problem

OK – so “cloud” is not THAT easy…but what’s the root problem

u

Layers of duct tape, bailing wire, glue…because we gave him pressure, without giving him money.

It works

Its all in his head

In the Call Center…IS = Integration Sins

The old world

Luckily the technology industry has a solution for the wiring challenges

The new world

Its not much better

How we the IT industry suggest we fix it

We’ve not been very good at it in the Call Center – because we have never been afforded the time or money

We have more to integrate not less. Cloud = more integration!

The sockets are nice and clean…but we have to wire it up….and the voltage and currents don’t always match

So its Integration.

SOLVING THE PROBLEM

Lets characterize it first

A lack of integration architecture “aplomb” but tremendous “resourcefulness”

A lack of market ready cloud integration tools

The problems can be aptly characterized by:

The reboot of the IT leader in the Call Center or CIO

Applying the right order/sequence to cloud implementation

Cloud Integration Technology

The solutions

Gartner, Forrester and others predict the demise of the CIO

“By 2017 the CMO will Spend More on IT Than the CIO”

- Gartner Group 2012

CMO, CSO will have a much larger influence on solution selection than CIO.

More good news for CIOs

The CIO will be the

Cloud

Integration

Owner

The Call Center CIO: Adapt or Die

Focus on CRM first

Spend the time on an integration architecture

Invest in a cloud integration platform Not your publishers platform…

What the new CIO must do

Telephony is the heart of a call center You will not survive very long without your

telephony

CRM is the brain You will die without your data**

*** with the exception of highly unintelligent organisms…

CRM First

Invest in cloud to cloud integration technology now.

CASTIron from IBMJitterbitBoomiSnaplogicMule

Pick a Cloud Integration Tool

DisciplineStapler guy must use the integration toolsHe wont like itTough

Open-nessBe wary of overinvesting in a publisher’s integration tools.

Study and StrategyIF you don’t know what a good integration architecture looks like...then learn it…or ASK ME

Use it

I meant, ask Levementum

Cloud Services Firm: CRM eCommerce Marketing Automation, Collaboration and Integration. Specifically Salesforce,

Magento, Pardot/ExactTarget, SugarCRM, and others

Call Center has been or largest horizontal segment for 8 years running.

>150 Call Center customers

Est: 2006 Phoenix, AZ Boston, MA Portland, OR El Paso, TX

Why Ask Me?

Geoffrey MobissonVP of Sales & MarketingLevementum gmobisson@levementum.com 480 320-2520 Twitter: gmobisson LinkedIn:gmobisson Facebook:Levementum

I am

An ending note