Evaluating Cloud Based Contact Center Providers

inContactThe Power to Put Your Customers First

www.incontact.com | 1.866.965.7227 | [email protected]

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Evaluating a Cloud-Based Contact Center Provider: What You Must Ask

Mark Veyette

SVP / CTO

| S L I D E 3 F o r I n t e r n a l U s e C O N F I D E N T I A L | S L I D E 3

Our Story• Founded in 1987• NYSE: SRT | $265 Million Revenues• Headquarters in Denver, CO• 14 Delivery Centers in U.S., Canada, the

Philippines, Costa Rica, and Honduras• Approximately 9,000 Employees• Expertise in Multi-Industry, Customer

Management & Back-Office Complex and Transactional Support Services

| S L I D E 4 F o r I n t e r n a l U s e

StarTek’s PromiseWe hire, train, and empower our Brand Warriors to fight for our clients’ brands every day.

StarTek Agents–Are our clients’ front line–Protect and promote client brands –Are armed with knowledge–Have a warrior spirit

Overview

| S L I D E 5 F o r I n t e r n a l U s e

• Reduce our price-per-seat cost• Increase the flexibility of our call center(s)• Maintain our agility for our clients• Improve time-to-market• Looking for solutions that allow us to move our fixed costs to variable costs

Challenges

| S L I D E 6 F o r I n t e r n a l U s e

Requirements Vary by Customer

CO

ST

PER

SEA

T

TIME

TO

MARKET

Large TelecomCompany

Mobile / Telecom Company

NUMBER OF SEATS

E-tailer

New Logos

IP Teleco

Requires: Fast implementation Low Cost Out of box feature/functionality Integrations out of box Contact center out of box

Requires: Methodical Implementation High Unit Cost Deep functionality usually one use

applications (e.g.. AVAYA, Verint Integrations between systems Build Contact Center

| S L I D E 7 F o r I n t e r n a l U s e

• Flexibility of licenses to scale up or down• No need to buy equipment• No extra people or staff required• Telecom cost reduction• Robust partner ecosystem• Breadth and depth of features• Ability to integrate with existing system• Reliable & scalable solution

Solution: inContact

| S L I D E 8 F o r I n t e r n a l U s e

• Visit the headquarters– What do you see?– What don’t you see?– What is the caliber of the people you meet with?

• Find out about telecom connectivity and costs• Ask about international presence• Learn about their reliability, scalability and availability • Ask about their partner strategy and ecosystem• Product portfolio

– What is it today and what’s on the roadmap?

Evaluating Cloud Providers?