Making the Business Case for Moving your Contact Center to the Cloud – Interactive Intelligence

Making the Business Case for Moving your Contact Center to the Cloud INTERACTIVE INTELLIGENCE" Deliberately Innovative • Get up and running FASTER • Lower upfront COSTS Why Start in the Cloud? FLEXIBILITY advantage • Reduced IT REQUIREMENTS • TRY & BUY option TRUE FALSE Words of wisdom OR You don't need to sacrifice functionality by = total control moving to the cloud. Customers should define their needs and find a cloud contact center Premises-based FALSE: the business can make changes in a timely and comprehensive manner in the cloud with access to the same level of control as a premises- %3D vendor that meets those functionality needs. Cloud-based = NO control based solution. Cloud to the rescue! How a cloud deployment supports business continuity and aids in disaster recovery. 1. Geographically dispersed and redundant data centers 2. Enables dispersed workforce to get online quickly 3. Set up alternative sites fast when disaster strikes Hybrid Deployment Ease of integration with other systems (premises or cloud) Transition to cloud at your pace Free-up IT for other priorities Try out advanced features Increase agility How secure am l? Cloud customers should look at three areas when evaluating security and compliance: 1. Corporate (SOX, ISO 9001, JITC) 2. Cloud services (SSAE-16 SOC II Type II, PCI) 3. Data center (co-located within hardened, highly certified data centers) Optimal Customer Service 5. Customer Centricity Cloud helps Linking data to improve effectiveness and reduce efforts 4. Cross-channel integration differentiate Access to the latest channel features, tailoring to customers' engagement preferences 3. Engaging in new channels the customer Reassigning resources to focus on innovation, staged migration of applications to cloud, delivering efficient customer services experience' 2. Internal Strategy Moving from CapEx to OpEx cost model, selecting core modules to migrate and developing a roadmap 1. Costs Click here to listen to the full web event recording 1: Source: Ovum, 2013 2: Source: Interactive Intelligence, Web Event: Making the Business Case for Moving Your Contact Center to the Cloud, 2013 Differentiation Baseline