The Future of Virtual Contact Centers

Cloud Contact Center Software

The Future of Virtual Contact Centers

@RichardDumas, www. richarddumas.com

Richard Dumas, Director Product & Solution Marketing, Five9

The Future of Virtual Contact Centers

The Future of Work

You’ve seen the trends…

#Mobile #Social #Cloud

#Increasingly mobile workforce

Who values the ability to work from home

• Family friendly

• No Commute

• Cost Savings

• Flexibility > 10% raise

At-Home Agent Adoption (U.S.)

55.0%

45.0%At-Home AgentsNo At-Home Agents

*National Association of Call Centers

#Impact of social media

Why Social?

UAL baggage handlers destroyed Dave Carroll’s $3,500 Taylor guitarCarroll fought UAL for a year trying to get compensation

So Dan turned to

Consumers want to use their channel of choice

And would move to a competitor who offers it

Social is driving the need for higher quality and the tools to respond more effectively

#Shift to the cloud

*DMG Consulting15

Contact Centers Move to the Cloud

16

Cloud Contact Center Adoption

Many businesses use a distributed model

Automattic37SignalsGenuitecGitHubKalypso LPMCF Technology SolutionsProofHQTreehouseCopybloggerYouNeedABudgetStackExchange

MySQL GrantStreetSoftwareMillMozilla10upArt & Logic AsmallOrangeLullaBot AppendTo UniversalMind Basho

New Companies Established Companies

AetnaAccenture

AT&ACignaCisco

DeloitteFedExIBMIntel

McKessonUnited Health

While some are bringing employees back to the office

So why are some so successful while others can’t seem to make it work?

• The right people• The right motivation• The right incentives• The right process• The right technology

Now I’d like to tell you a story

About a company with…

• 100% At-Home Agents

• Source the BEST Agents

• Amazing Retention

• Higher Quality

• High Revenue per Call

• High Customer Satisfaction

The Men Behind NexRepFounders: Teddy Liaw, John Stewart, Patrick Mckenna

Not the real John Stewart

They had a great idea

• Build a virtual contact center

• Provide inbound & outbound call services

• Hire the best talent without geographic limitations

• Use agents who are already customers of clients

• Control costs by delivering services on-demand

Challenges:

• Rapid deployment of services

• Scaling based on client demand

• Flexibility to pay as contracts are signed

• Recruiting, Training, Managing &

Retaining Agents

• Call routing to skilled, remote agents

• Remote supervision

But how to succeed with existing technology?

• Upfront hardware/software costs

• Slow deployment

• Long upgrade cycles

• Perpetual licenses

• Maintenance costs

• Can’t scale on-demand

• Pay in advance

• Agents tied to physical contact centers

The second great idea!

Use the Cloud:• Pay as you go• No capital expense• No hardware or software $$ • Automatic upgrades• Deploy in days or weeks• Scale up or down as needed• Focus on customer experience• No hidden fees• No maintenance• Agents anywhere

NexRep Success

According to CEO Teddy Liaw, “With Five9, we have literally been doubling our year-over-year revenue.”

NexRep delivers 30+% more revenue per call opportunity than competitors

90% retention rate for agents who stay over 1 month

How did they do it?

1) NexRep Signs a New Customer

2) NexRep Recruits At-Home Agents Across US

3) Five9 Provisions New Agent Seats

4) NexRep Sets Up Customer Campaigns

4) NexRep Sets Up Customer Campaigns

Add Agents

Create Skill Groups

Upload Lists

Create Call Flows

4) Agents Login From Home

• Place Outbound Calls• Take Inbound Calls• Get Coaching from

Supervisors• Disposition Calls• Upsell & Cross Sell

5) Supervisors Monitor & Coach from Home

NexRep’s Secrets to Success

1. Hire qualified, motivated agents2. Focus on certification and skills3. Coaching & communication is critical4. Create clear performance expectations5. Design proper incentives6. Record 100% of calls7. Created a virtual community8. Choose a solid technical foundation

The Leader in Cloud Contact Center

12 years of cloud contact center experience

500+ employees

1,900+ customers (5 continents)

30,000+ concurrent seats

3bn+ calls per year

~50% CAGR (2008 – 2012)

Annual Revenue

Five9’s Comprehensive SolutionMatches every interaction with the appropriate resource

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Five9 SoCoCare

Social Engagement for Customer Care

• Filters & prioritizes social posts• Eliminates non-actionable posts

from agent queues • Arms agents with tools to

enhance productivity & solve problems

• Provides advanced social reporting, analytics & KPI capabilities

How Five9 SoCoCare Works

Cluster

Priority

Auto-disposition

1. NLP – SPAM Elimination

2. NLP – Sentiment, Cluster, Trending Topic

3. Business Rules

4. Route to Agent

5. Interaction

6. Analytics

Tag

The Future of Virtual Contact Centers Empowers You To…

Hire The Best Boost Retention

Reduce Absenteeism Cut Costs

Improve Productivity Improve Quality