8x8 Inc · NASDAQ:EGHT
8x8 — Conference Presentation (June 2013)
46 slides from 8x8's conference presentation, June 2013
Slide 1: Cloud Meets Contact Center: From Zero to Hero in 14 Days!
June 2013 Cloud Meets Contact Center: From Zero to Hero in 14 Days! By Heather J. Donnelly, PMP, HDI & ITIL v2F/v3F Certified HDI Certified Instructor © 2013 NASDAQ-LISTED: EGHT
Slide 2: Meet The Presenter
Meet The Presenter • Heather Donnelly, PMP, brings nearly 30 years of experience specializing in Program/Project Management, as well as Help Desk, Support Center, Contact Center, Call Center and Desktop Support management and operations. • Heather's experience spans Government, Healthcare and Commer
Slide 3: What attendees will learn
What attendees will learn • The benefits of the cloud contact center model • Proven strategies for deploying a cloud contact center in 14 days or less • What kind of ROI to expect from a cloud contact center • How to unite agents in multiple locations into one virtual call center • Case study – EPA’
Slide 4: How Did I Do It?
How Did I Do It? • Task at hand and what led me to my decisions (step by step) • Researching vendors/price quote/feasibility • Implementation plan • Potential roadblocks and overcoming them (greetings recording, etc.) • Go Live & Operations Mode • Success! 4 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 5: Cloud vs. On-Premises
Cloud vs. On-Premises • On Premise installations fail to meet expectations and/or budgets 55% of the time. • Implementation and customization expenses are frequently greater than hardware and software price combined • Lifetime operating and maintenance expenses exceed technology costs over time • Di
Slide 6: Items to consider in your calculations
Items to consider in your calculations • Revenue/Cost per Call or Contact • Skills Based Routing – Improves FCR • CTI/Screen Pop – Reduces Handle Time • Chat/Email – Measure, Track, Respond • IVR – Right Work to Right Resource • Web Callback – Reduce costs, Improve Accuracy • Lost Revenue/Increased
Slide 7: Key Benefits of the Cloud
Key Benefits of the Cloud 7 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 8: Critical Success Factors When Moving to Cloud Contact Center Solutions
Critical Success Factors When Moving to Cloud Contact Center Solutions 8 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 9: Evaluating Cloud Contact Center Solution Providers
Evaluating Cloud Contact Center Solution Providers Consider those “Challenges” • Scalability • Customizability • SecurityTotal Cost of Ownership (TCO) 9 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 10: Contact Centers: Complicated, Costly & Inflexible
Contact Centers: Complicated, Costly & Inflexible 10 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 11: Contact Centers: Complicated, Costly & Inflexible
Contact Centers: Complicated, Costly & Inflexible 11 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 12: Contact Centers: Complicated, Costly & Inflexible
Contact Centers: Complicated, Costly & Inflexible 12 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 13: Managing the Transition
Managing the Transition 13 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 14: Migration to/from the Cloud
Migration to/from the Cloud 14 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 15: Cloud Based Contact Center Alternative to Premises Based
Cloud Based Contact Center Alternative to Premises Based 15 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 16: Contact Center Software in the Cloud
Contact Center Software in the Cloud 16 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 17: Cloud Brings You Agility
Cloud Brings You Agility 17 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 18: Cloud = Higher Customer Satisfaction
Cloud = Higher Customer Satisfaction Your Customers • Leading Technology Your Business • Productive Agents • Business Flexibility • More Sophisticated Service • More Customer Touch Points • More Responsive 18 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 19: A Better Way
A Better Way • Simpler – No IT Involvement Cloud Contact Center – No specialized hardware or software Customer Contact via email, chat, web callback, • Faster to Implement desktop sharing Agent/Supervisor – Days vs. weeks/months Workstations • Cheaper Cloud Data Center – TCO about 25% to 66% less In
Slide 20: Benefits of the Cloud Model
Benefits of the Cloud Model 20 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 21: Reasons to Migrate to the Cloud
Reasons to Migrate to the Cloud • Situations that require companies to consider making the switch: • Business event causes a trigger • Current technology does not have flexibility • Companies have infrastructure to run business; something changes in business; card stack crashes down; some event that
Slide 22: Key Factors to Success
Key Factors to Success • Really define your needs – Organizational (not replicating what you are doing today; how are needs evolving over time?) – Do your homework up front – what is driving you to seeking another solution? – Make certain that you involve I/T or Business Unit (if driven by I/T) so y
Slide 23: Cloud and Integration
Cloud and Integration • How well do cloud solutions work with existing applications (CRM, Analytics, Call Recording, Workforce Management, etc.) – Look for someone that has depth of bench internally – Can support a client of your size and your applications; if custom interfaces have to be designed (
Slide 24: Commitment Time
Commitment Time • If I go with a cloud based solution, how long am I committed for? – Typically for one year; in most cases, monthly agreements are available; good for outsourced call center/seasonal operations with high fluctuation of agents 24 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 25: Home Based Agents
Home Based Agents • How do cloud based systems facilitate the use of home based agents? – Agent location doesn’t matter • Only need high speed internet connection – Easy integration – Flexibility – Virtual desktop (agent will always have latest upgrades) – Scalability (on-boarded/trained quickly) –
Slide 26: Biggest Drivers to Move
Biggest Drivers to Move • What are biggest drivers for moving customer interactions to a cloud based service? – Biggest reason is that there is one piece of infrastructure that is ‘aging out’ where mfg. is not providing support; practical motivation for moving to cloud platform – Benefits of cloud p
Slide 27: Size Threshold Decision
Size Threshold Decision • Is there a size threshold that should make your decision? – Seen it based around # of agent positions rather than call volume – 25-50-75 agent positions; historically you wouldn’t want your 1000 agent call center in the cloud – What are your cloud options? What does it mean
Slide 28: Outbound Notifications
Outbound Notifications • How will multimedia outbound notifications be accommodated with a cloud solution? – Proactive outbound notifications (boosts customer satisfaction) • Let me know when my plane will be delayed • Let me know when my package will be delivered • But only let me know when I want
Slide 29: Chat
Chat • How will ‘click for assistance’ Chat for customer service turn it into a chat session or a live phone call (another tool in your bag of tricks) to help customers • Many cloud solutions have chat capability 29 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 30: Virtual Contact Center Features
Virtual Contact Center Features 30 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 31: Virtual Contact Center Features
Virtual Contact Center Features • Simple web interface, Computer Telephony View an On Demand Video Interface (CTI) • Unlimited IVR • Call / voice queues • Real-time queue management • Real-time monitoring • Historical Reporting • Service level alerts and reporting • Broadcast status and alert messag
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Slide 35: Here's How I Did it!
How to Turn Up a Cloud Based Contact Center in 14 Days or Less Here’s How I Did it! 35 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 36: Timeline – April 1-30
Timeline – April 1-30 • Phone call from client in late March • Exploring options/learning about contract • What technology are we going to use? • Who owns the 800#? How long to port over? • Research cloud based contact center vendors • Who has a CRM/Ticketing system? • How many agents and where? • O
Slide 37: Safe Drinking Water Hotline
Safe Drinking Water Hotline 1-800-426-4791 www.epa.gov/safewater 37 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 38: Step by Step Plan
Step by Step Plan 38 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 39: Step by Step Plan
Step by Step Plan 39 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 40: Tools of My Trade
Tools of My Trade HP Pavilion g7 Laptop Samsung Droid Easy Voice Charge Recorder APP for Android FREE! Me 40 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 41: Safe Drinking Water Hotline
Safe Drinking Water Hotline Plantronics Savi W730 Bria Softphone Wireless Headset and/or EyeBeam Softphone 41 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 42: English to Spanish Voice Translation
English to Spanish Voice Translation http://imtranslator.net/translate-and-speak/ Translated text appears here and is spoken by male or female (you choose voice) Type English Text Here and Hi-light text to select it Press Translate Button 42 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 43: Menu Workflow
Menu Workflow 43 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 44: Success!
Success! • Time to Celebrate at 4:01 PM on Monday, April 30th! • 800 Number successfully ported to cloud based solution! • Several hours of live testing were performed using all menu functions! • SUCCESS! We were ready to open the doors for business at 10:00 AM Tuesday, May 1st! 44 l 8x8 Inc. NASDAQ
Slide 45: Thank You For Attending
Thank You For Attending • What questions do you have? • Please complete your meeting evaluation form 45 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 46: Connect with 8x8
Connect with 8x8 For tips, updates and the latest information. 8x8.com @8x8 facebook.com/8x8Inc google.com/+8x8Inc linkedin.com/company/8x8 1 l 8x8 Inc. NASDAQ-LISTED: EGHT