The Evolving Contact Center and Where It Is Going in the Future

How the cloud, mobility, social media and analytics are forever changing

service delivery

The State of Customer Service

If you’re not confused,

you’re not paying

attention.

The Nexus of Forces

“The easy availability of cloud services, social communities and mobile devices — and the means to consume a wide volume, variety and velocity of information — places a great deal of power in the hands of the average business consumer.”

2013 Top 10 IT Budget Priorities

Cloud

Cloud Growth

21% 23% 16%

14% 14%

12%

13% 13% 14%

0%

10%

20%

30%

40%

50%

60%

Total (N=2,444) North America(N=1,674)

APAC (N=770)

“What are your firm’s plans for adopting as-a-service technologies?”

Planning to implement in thenext 12 months

Implemented, not expanding

Expanding/upgradingimplementation

January 2014 “TechRadar™: Software-As-A-Service, Q1 2014”

Base: Software decisions makers.

Cloud Growth

2.5 3.4

5.7

8.3

2.4 4.0

6.3

10.1

0

5

10

15

...12 months ago? ...today? ...12 months from now? ...two years from now?

“Using your best estimate, how many different software-as-a-service applications did your firm use/is your firm likely to use?”

APAC (N=391) North America (N=1,341)

January 2014 “TechRadar™: Software-As-A-Service, Q1 2014”

Base: Software-decision makers from firms with 20 or more employees that are using SaaS.

19.0% 18.7% 18.4% 17.6%

19.3%

15.6%

17.8%

1.9% 1.8% 1.6% 0.9% -0.4% 0.0% -0.8%

-5.0%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

2012 2013 2014 2015 2016 2017 2018

Contact Center Agent Positions CAGR 2012-2018

Hosted

Premises-based

Global In-House and Outsourced Contact Center Market Forecast: 2013-18, Ovum, 9 August 2013

Cloud Growth - Global

Customer Service and the Cloud Ecosystem

Customer Service and the Cloud Ecosystem

Cloud Impact

Cu

sto

me

r Digital identity shift

Streamlined access

Enhanced services

New types of providers

Bu

sin

es

s

Enhanced collaboration

New services, faster

Greater flexibility

Financial benefits

IT

Central to IT strategy

Priority for other initiatives

Multi and hybrid clouds

Changing roles Im

pa

ct

Mobile

Tablet Fuels Mobile Apps Growth

Forrester Research, Inc. – Mobile Is The New Face Of Engagement, Feb 2012

Mobile apps will grow to $55.7 billion by 2015

Customer Service and the Mobile Employee

Mobility Impact

Cu

sto

me

r NOW access

Self-service oriented

Simple, intuitive experience

Multisensory & multichannel

Bu

sin

es

s

NOW mindset

Brand personified

Cost containment

More intelligent services

IT

New skillsets & disciplines

Multiple device support

Performance expectations

CX governance Im

pa

ct

Social

Social Customer Service

Social Impact

Im

pa

ct

Faster adaptation to applications

Much larger playground

IT

Shift in “ownership” of customer

Engaging to build brand

ambasssadors

Bu

sin

es

s

Customer is more empowered

Easier access to information

Cu

sto

me

r

Analytics

Customer Analytics

Real-time Analytics

Analytics Impact Core Apps and Processes

Cu

sto

me

r

Enhanced experience

Relationship oriented

Bu

sin

es

s

Greater loyalty, retention

Revenue uplift

Competitive edge

IT

Real-time processing

“Big Data”

Contextual awareness

Predictive analysis Im

pa

ct

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