Call Center Technology: Loss From Legacy

LOSS FROM LEGACY In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty. Traditional TDM and PBX-based infrastructures are being eclipsed by IP solutions (SIP) that offer more, yet cost less. This infographic highlights the main issues caused by the loss from the maintenance of legacy infrastructure. THE LEGACY INFRASTRUCTURE CHALLENGE "For the first 200 seats IT/telco departments are limited in their ability to increase efficiencies, reduce costs, and raise productivity. deployed on SIP, Groupama calculated that it saved €800k compared to a traditional infrastructure." BUSINESS EFFICIENCY LOSS FINANCIAL LOSS VENDOR LOCK-IN INCREASED COSTS Without an open, standards-based infrastructure, compulsory purchases of siloed solutions from proprietary vendors are unavoidable. %24 Traditional PBX and ACDcentered architectures are costly to operate, maintain, and upgrade. SIP offers a 100% software solution, with incredible hardware efficiency through virtualization. € PRODUCTIVITY LOSS LIMITED CAPABILITY Without a SIP-based, VoIP customer service environment, legacy contact center services remain siloed and more costly to manage. EFFICIENCY LSS WASTED IT ADMIN TIME Without a comprehensive solution covering multiple contact center sites and multi-channel interactions, IT support cannot be optimized. SIMPLIFY INFRASTRUCTURE By moving to SIP, enterprises can consolidate contact center infrastructures, streamline operational management, reduce costs, and avoid being locked in to a single vendor with a proprietary offering. "By migrating from TDM to IP, MirKnigi lowered operating costs, decreased lost calls, improved resource management and achieved a 95% first call resolution rate. THE LEGACY OPERATIONS CHALLENGE Contact centers cannot address the productivity and HR issues that prevent them meeting QoS targets. HR LOSS LOW SEAT UTILIZATION Without a virtual contact center and centralized agent pool, the utilization of agents at multiple sites, and across business units cannot be optimized. BUSINESS EFFICIENCY LSS POOR DR CAPABILITY Without a distributed data center architecture spanning multiple regions, business continuity and disaster recovery are unreliable at best. SLOW PRODUCTIVITY LOSS INEFFICIENT CALL ROUTING Without a centralized EFFICIENCY LOSS SILOED BUSINESS OPERATIONS platform, call routing can be slow, imited to delivering calls to agents within the site where the infrastructure is Without a centralized, SIP-based infrastructure deployed. Adding, changing or moving agents also requires much higher OPEX. streamlining Contact Center and voice software into data center processes, operations are siloed and IT operational efficiency is lovw. VIRTUALIZE SERVICE Through SIP Virtualization, enterprises can transform customer service with streamlined and centralized management, capitalize on business opportunities afforded by cloud-based hosted / Saas operations, and efficiently give their customers direct access to the right resource within the contact center, back office, in branch offices, or even on their mobile phones. "By virtualizing contact center operations with all calls routed from a single queue, ZON realized a 10% cost saving and a 30 second reduction in average inbound call handling times. THE LEGACY SERVICE CHALLENGE Today's customers expect the ability to reach intelligent, empowered employees that can solve their problems, even if those employees aren't agents. CUSTOMER LOYALTY LOSS RESOLUTION RATES Without intelligent routing that delivers calls, regardless of location or underlying infrastructure, customer issues are not resolved immediately. CUSTOMER EXPERIENCE LOSS NON-DIFFERENTIATED SERVICE Without multi-channel, SIP-based interactions such as video, mobile and Skype, customers are limited to voice-only calls. EFFICIENCY LOSS LIMITED ACCESS TO DOMAIN EXPERTS Without Unified Communications and SIP extending customer service across the enterprise, customers cannot easily connect to domain experts. CUSTOMER EXPERIENCE LOSS REPEAT INTERACTIONS Without quick identification and authentication, customers suffer unnecessary repeated inquiry and delay. INNOVATE Genesys SIP Server supports voice, IM, and Video natively, in a single, industry proven, 100% software platform. With Genesys SIP, enterprises can increase operational efficiency and lower TCO, while also delivering innovative customer services like video to enrich conversations, enhance differentiation and loyalty, and ultimately boost First Call Resolution. Genesys