Hosted Contact Center
Quick Guide
4/2/15
Hosted Contact Center
Customers Business
Challenges
Need to support multi-channel contacts – not just phone calls
On premises contact center solution at end-of-life
New premises based solution is costly to implement
Want an easy to manage and modify platform
Integration of contact center with voice network
Hosted Contact Service
Description
Hosted Contact Center is a cloud based solution that includes
the voice platform to help you deliver great service to your
customers, regardless of staff location or type of contact;
email, chat, web or phone.
Value Proposition
Improve Customer Experiences:
with you on the channels that serve them best so you can
Let your customers connect
deliver great service to your customers.
Improve Staff Effectiveness:
Route customers to the right
persons quicker regardless of location. Easy to manage and
modify to quickly ramp up new hires. Staff can be located
anywhere.
Affordable:
No CAPEX and all features included in the base
prices.
Vertical Positioning
Retail:
Support inbound sales and customer service to ensure
that no sales opportunities are missed and the customer
experience is exceptional.
66% of consumers switched brand or business due to
poor customer service
82% of consumers who switched, said the brand could
have done something to stop them
52% consumers utilize 3 or 4 channels to connect: email,
chat, web, or phone
Healthcare:
Ensure that your patients questions are routed
correctly and their questions are answered swiftly.
Financial Services:
Ensure that your clients’ requests are routed
correctly and acted upon quickly.
Hosted Contact Center – Benefits
Improve Customer Experience - Stay Connected with Your Customers
• 52% consumers utilize 3 or 4 channels to connect: email, chat, web, phone or social media. • Utilize queuing so higher priority customers get routed quicker to the right persons • Engage in more intelligent customer conversations with CRM integration
• Deploy IVR functionality to enable callers to self-route to get to their answers faster
Improve Support Staff Effectiveness
• Route customers or internal teams to support persons with the right skills • Connect to the right person on the first attempt and reduce wait times
• Deploy support people in multiple locations or from home offices to extend business hours • Managers can listen to conversations to coach and improve performance
• Evaluate and improve staff effectiveness by listening to conversations and call recordings
Simple to Manage
• Take the headaches out of managing complex technology
• Managers are able to setup new and remote users and train contact center persons • Easy to manage the platform, requires no IT staff to make rapid changes
Reduce Costs
• Cloud-based solution and requires no capital investments in hardware or software • Requires no specialized IT staff support.
Technology to Meet Business Goals
• New features and upgrades automatically made by EarthLink
• Leverage new capabilities to improve staff effectiveness and customer experience
Guarantee Reliability and Quality
• Built in Disaster Recovery with cloud-based platform
• Hosted Contact Center is integrated with EarthLink voice platform for end-to-end SLAs for availability and voice quality
• Network reliability to keep your Contact Center running with an availability SLA of 99.999% • Voice quality SLA of 4.0 MOS to ensure the best possible customer experience
Hosted Contact Center Key Features
Multichannel support – 52% of customers want to contact you via 3 or 4 channels, including email, chat, web, phone or social media. Be ready to provide a consistent and integrated solution regardless of how they choose to contact you.
Routing – skill based routing, routing across any geography, enabling at home workers, which is great for retention, work-life balance, labor, arbitrage, and reduced facilities cost and even business continuity. Multiple offices can operate seamlessly for tremendous economies of scale and the ability to deliver consistent service across all locations.
Queuing - ability to hold calls or stack interactions based on the order they came in or based on priority of caller.
Reporting – metrics to help manage and staff Call Center and evaluate effectiveness. To help Contact center Managers answer these questions:
• I need reports I understand to pass to my executives
• I need to know what kind of service I'm giving to my customers
• I need to know for a fact I've got the right number of staff, not too many or too few
• I need to know I'm getting all calls and all voicemails and that we're answering and responding • I need to know who is doing a great job and who needs coaching and closer management
• I need better metrics, to manage the team, prove our team's value and provide the info that my bosses boss wants...
Recording - Quality assurance, improved training methods and protecting the business from litigation and “he said-she said” disputes.
CRM Integration - provide information to the agent about the caller to support the staff person in assisting the caller.
IVR Functionality – enable callers to route themselves to the appropriate staff person, i.e. speech recognition or touchtone
Target New Logos – Hosted Contact Center
• Business that have an existing contact center solution that is obsolete or at End-of-life • Businesses that are looking for a cloud based contact center solution
• Businesses that need to support multiple channels on an integrated platform: phone, web, email, chat • Businesses in the retail, healthcare and financial services verticals
Targeting Customers
Best Target Customers Opportunities and why
Hosted Voice, SIP Trunking, PRI and Business Line Customers
These customers already have the required underlying EarthLink voice network, adding Hosted Contact
Center becomes a value added option
No new CAPEX required and no new access circuits required so installation can happen quickly
Supports other locations and home workers that are not on EarthLink voice services
Target Individuals & Why this Solution
1) CALL CENTER OPERATIONSa. GET THINGS DONE: Provides the technology and team to take the day-to-day work of managing the contact center solution off your plate, so you can focus on your staff.
b. GET SETUP & CHANGE QUICKLY: Easy to use contact center management system, so ramp up time is the quickest and your team produces results immediately.
c. MEASURE SUCCESS: Make it easy to get reports & business intelligence on your contact center and even the entire business, for actionable information for you and your executive team about your staff and customers. 2) BUDGET HOLDER
a. EASY TO BUDGET: Need a solution that is pay as you go, with no costly upgrades means no surprises on your invoice?
b. GENERATE HIGH ROI: The lowest total cost of ownership because the setup, equipment, support and team for day-to-day management is included in the service. Nothing to buy, no expensive IT staff and exactly right number of contact center agents on payroll.
c. ELIMINATE FINANCIAL RISK - An enterprise-class contact center solution that does not require hardware purchases or term commitments. Don’t tie up valuable capital.
3) IT TEAM
a. ENABLE IT TO FOCUS ON PRIORITIES: Your IT team is busy, and have their own strategic objectives, select a solution that is in line with that and not another headache for them.
b. ACCOUNTABILITY: IT departments need "one-throat-to-choke" accountability for everything relating to the contact center system. Hosted Contact Center provides exactly that.
c. ACCESS TO NEW FEATURES: IT teams can provide leading edge features to their contact center stakeholders, to enable new capabilities for the business, today and tomorrow
Probing Questions – Hosted Contact Center
• Do you have an ACD (Automated Call Distribution) or Contact Center solution in place today?
If Yes:
• How does your current solution meet your expectations of the following criterion? • How does it enable multi-channel contacts – phone, web, email, and chat? • How does it deliver the quality experience to completely satisfy your customers? • How does your provider guarantee the uptime and quality of your solution? • Does it provide all the reporting metrics you need?
• How does it provide the CRM integration you need?
• How easy is it to manage for your call center operations team? • How much support does your IT team need to support your solution? • How does your solution support multiple call centers and home workers?
• When did you implement your current solution and when do you anticipate it will reach end-of-life? • Would you classify your current solution as premises-based or cloud-based?
If No:
• How do you provide customer support today without a Contact Center solution? • How do you measure missed sales opportunities without a contact solution? • Do you know who many sales opportunities you might be missing today? • Are your customers satisfied with the customer support you provide?
• Have you considered a contact solution before, and why have you not deployed one?
• Do you think it would be too expensive? Have you compared a cloud-based solution to a premises-based solution?
• What happens today when a customer is unable to contact you and get rapid resolution?
• What is your business continuity plan to keep your current solution running in the event of an outage? • How do your provide support on a 24x7 basis?
• What kinds of reports do you have to track your effectiveness in dealing with customer service • How do you determine the optimal staffing levels for your team handling inbound contacts?
Targeting by C-Level
C-Level Challenges
Hosted Contact Center
- Key value proposition
CEO
•
Increase revenues Never missing a sales opportunityCIO
Business Continuity
•
Reduce costs Accessible from any Internet connection
Auto-rerouting capabilities
Cloud-based – no OPEX or CAPEX
CTO/VP Store Ops
Improve customer experience
Never miss a customer interaction
Let your customers choose how to interact
CFO
Minimize CAPEX & OPEX
Cloud-based – no OPEX or CAPEX
CMO
Improve customer experience
•
Build Brand loyalty•
Never miss a customer sales or support callCompetitive Advantages
Features
EarthLink
Premises Based
(Shortel, Mitel,
Aspect, Genesys,
Interactive
Intelligence)
CLEC/LEC
(Windstream,
Centurylink,
ATT, Verizon)
Cloud/Software
(Five 9s, In
Contact, Simpli
CT)
Local Support Team
Supports Multi-Channel
Supports Remote Users
IVR Functionality
Work Force Management
CRM Integration
Social Media
Line State Monitoring
Call Recording
Reporting
Supervisor Capabilities
Administrator Dashboard
Business Rules
Hosted Contact Center MUST be purchased in conjunction with an EarthLink Voice service: Hosted Voice, SIP Trunking, PRI or Business Lines.
Hosted Contact Center cannot cross multiple Metaswitches. If a customer is geographically diverse across multiple Metaswitches then they will have to be provisioned to Dallas.
Customer Service & Support
Punch list items for first 5 days post installation: 844 251 2386 (Only relevant for Hosted Voice customers with HCC) Ongoing MAC customer care: 877 737 5249
EarthLink Scope of Responsibilities
EarthLink will work with the customer to create a framework for their Hosted Contact Center solution. Including the set up the main numbers to be routed to the solution.
If the customer is ordering Premium or Platinum agents then EarthLink will work with the customer to determine the IVR set up.
Customer Scope of Responsibilities
Customer is responsible for working with the EarthLink team to provide information during the order and installation process. During training EarthLink will provide the information to the customer on how to set up their solution so that the customer is able to build and configure their individual solution themselves. Agents, queues, supervisors, and skill sets are some
