1. Session Title • Session 510
Cloud Meets Contact Center: From Zero to Hero in 14 Days!
By Heather J. Donnelly, PMP, HDI & ITIL v2F/v3F Certified
HDI Certified Instructor

2. Meet The Presenter
• Heather Donnelly, PMP, brings nearly 30 years
of experience specializing in Program/Project
Management, as well as Help Desk, Support
Center, Contact Center, Call Center and Desktop
Support management and operations
• A PMI-PMP Certified Project Manager, Shipley
Proposal Consultant and Help Desk Subject
Matter Expert, Heather's experience spans
Government, Healthcare and Commercial work.
Holds HDI and STI Certifications as a Director,
Manager, Team Lead, Analyst and Knowledge
Manager as well as ITIL Foundations
Certifications in both Version 2 and Version 3
• Certified Instructor for HDI

3. What attendees will learn
• The benefits of the cloud contact center
model
• Proven strategies for deploying a cloud
contact center in 14 days or less
• What kind of ROI to expect from a cloud
contact center
• How to unite agents in multiple locations
into one virtual call center
• Case study – EPA’s Safe Drinking Water
Hotline

4. How Did I Do It?
• Task at hand and what led me to my decisions
(step by step)
• Researching vendors/price quote/feasibility
• Implementation plan
• Potential roadblocks and overcoming them
(greetings recording, etc.)
• Go Live & Operations Mode
• Success!

5. Poll Question
What type of Contact Center are you using
today?
A. Premises Based Solution from major vendors
such as Cisco, Avaya, Interactive, etc.
B. Premises Based Solution for other vendors
C. Hosted Contact Center Vendor
D. None

6. Poll Answer

7. Cloud vs. On-Premises
• On Premise installations fail to
meet expectations and/or budgets
55% of the time.
• Implementation and
customization expenses are
frequently greater than hardware
and software price combined
• Lifetime operating and
maintenance expenses exceed
technology costs over time
• Difficult to maintain, modify, and
upgrade without throwing more
money at your solution
• Must plan scheduled downtimes
in advance for maintenance, etc.
• Not easily scalable

8. Contact Center ROI
• Items to consider in your calculations
– Revenue/Cost per Call or Contact
– Skills Based Routing – Improves FCR
– CTI/Screen Pop – Reduces Handle Time
– Chat/Email – Measure, Track, Respond
– IVR – Right Work to Right Resource
– Web Callback – Reduce costs, Improve Accuracy
– Lost Revenue/Increased Customer Sat – Abandoned Calls and
Contacts
– Call Recording – Quality Assurance
– SLAs – Performance vs. Competition
– Remote Workforce – Benefits of Home Agents/Retention
– Ability to: Optimize Staff, Quality Monitoring, Improve Training,
Track Agent Performance and Availability, Cradle to Grave
Reporting, Just in Time Metrics
– Customize on the fly

9. Key Benefits of the Cloud

10. Critical Success Factors When Moving
to Cloud Contact Center Solutions

11. Evaluating Cloud Contact
Center Solution Providers
• Consider those ‘Challenges’
– Scalability
– Customizability
– Security
– Total Cost of Ownership (TCO)

12. Contact Centers: Complicated,
Costly & Inflexible

13. Contact Centers: Complicated,
Costly & Inflexible

14. Contact Centers: Complicated,
Costly & Inflexible

15. Managing the Transition

16. Migration to/from the Cloud

17. Cloud Based Contact Center
Alternative to Premises Based

18. Contact Center Software in the Cloud

19. Cloud Brings You Agility

20. Cloud = Higher Customer Satisfaction
Your Customers • Leading Your Business
Technology
• Productive
Agents
• Business
Flexibility
• More
Sophisticated
Service
• More
Customer
Touch Points
• More
Responsive

21. A Better Way
• Simpler Cloud Contact Center
– No IT Involvement Customer Contact via
– No specialized hardware or email, chat, web callback,
desktop sharing
software Agent/Supervisor
• Faster to Implement Workstations
Cloud Data
– Days vs. Weeks/Months Center
• Cheaper Internet or
Private
– TCO about 25% to 66% less then on IP Network
premises solutions Internet
• Nimbler
– Agents may be provisioned in
minutes – anywhere Public Telephone
Network
VoIP, Standard
Phone or Computer
• Powerful Public Telephone
– Rapid time-to-value Network
– Easy to use and administer
– Higher customer satisfaction
– 100% Uptime!

22. Benefits of the Cloud Model

23. Reasons to Migrate to the Cloud
– Situations that require companies to consider
making the switch
• Business even causes a trigger
• Current technology does not have flexibility
– Companies have infrastructure to run business;
something changes in business; card stack crashes
down; some event that causes you need to seek
new opportunity; product reliability
• Known cost structure

24. Key Factors to Success
• Really define your needs
– Organizational (not replicating what you are doing today;
how are needs evolving over time?)
– Do your homework up front – what is driving you to
seeking another solution?
– Make certain that you involve I/T or Business Unit (if
driven by I/T) so you have all stakeholders invested in
solution
– Needs are documented and considered early on (you don’t want
I/T to find out too late and throw a monkey wrench into it; bring
them in early to the project
• Not with platform itself but it becomes infighting within business units
themselves
• Fail to recognize the importance of I/T in the evaluation equation
• Make certain that provider you choose has I/T skills to supplement

25. Cloud and Integration
• How well do cloud solutions work with existing
applications (CRM, Analytics, Call Recording,
Workforce Management, etc.)
– Look for someone that has depth of bench internally
– Can support a client of your size and your
applications; if custom interfaces have to be designed
(custom systems/home grown) what it will cost and
how that will affect decision
– Does provider have actual experience with
integrations? References? Systems outside of their
hosted/cloud solutions they provide

26. Commitment Tine
• If I go with a cloud based solution, how long
am I committed for?
– Typically for one year; in most cases, monthly
agreements are available; good for outsourced call
center/seasonal operations with high fluctuation
of agents

27. Home Based Agents
• How do cloud based systems facilitate the use of
home based agents?
– Agent location doesn’t matter
• Only need high speed internet connection
– Easy integration
– Flexibility
– Virtual desktop (agent will always have latest
upgrades)
– Scalability (on-boarded/trained quickly)
– Training can be done online; chat, email, tier tutoring

28. Biggest Drivers to Move
• What are biggest drivers for moving customer
interactions to a cloud based service?
– Biggest reason is that there is one piece of
infrastructure that is ‘aging out’ where mfg. is not
providing support; practical motivation for moving to
cloud platform
– Benefits of cloud platform are very obvious; proven
over studies and actual use; scalability; pricing, cost
efficiency; proven over time;
– Will this integrate with _______? What if it doesn’t
work with the IVR we just put in? The CRM? Complex
integrations w/o rollbacks (from vendor)

29. Size Threshold Decision
• Is there a size threshold that should make your
decision?
– Seen it based around # of agent positions rather than
call volume
– 25-50-75 agent positions; historically you wouldn’t
want your 1000 agent call center in the cloud
– What are your cloud options? What does it mean to
their organization? Does that mean that everyone
ends up in the cloud? NO
– There is a private cloud option; trending 100-200-300
agent call center is growing towards the cloud

30. Outbound Notifications
• How will multimedia outbound notifications be
accommodated with a cloud solution?
– Proactive outbound notifications (boosts customer
satisfaction)
• Let me know when my plane will be delayed
• Let me know when my package will be delivered
• But only let me know when I want to know and how I want
to know
– Pay by transaction rather than by the minute
– How do you handle an outbound transaction that
turns into an inbound transaction w/o loss of service
or information (effectiveness)

31. Chat
• How will ‘click for assistance’ Chat for
customer service turn it into a chat session or
a live phone call (another tool in your bag of
tricks) to help customers
• Many cloud solutions have chat capability

32. Poll Question

33. Answers

45. Agent Monitoring

46. CRM/Ticketing Screen Layout

47. Adding Fields on the Fly

48. Historical Reports

55. How to Turn Up a Cloud Based
Contact Center in 14 Days or Less
Here’s How I Did it!

56. Timeline – April 1-30
• Phone call from client in late March
• Exploring options/learning about contract
• What technology are we going to use?
• Who owns the 800#? How long to port over?
• Research cloud based contact center vendors
• Who has a CRM/Ticketing system?
• How many agents and where?
• Obtain/Test Headsets
• Work flow/menus
• 11th hour crisis with voice recording
• Agent Training (Customer Service Skills)
• Agent Training (Safe Drinking Water Hotline & App)
• Subject Matter Expert Escalation Process
• Reports: monthly, quarterly, annually

57. Safe Drinking Water Hotline
• 1-800-426-4791 www.epa.gov/safewater

58. Step by Step Plan

59. Step by Step Plan

60. Tools of My Trade
HP Pavilion g7
Laptop
Easy Voice
Samsung Droid
Recorder APP for
Charge
Android – FREE!

61. Safe Drinking Water Hotline
Plantronics Savi W730
Wireless Headset
EyeBeam Softphone

62. English to Spanish Voice Translation
http://imtranslator.net/translate-and-speak/
Translated text appears here and is spoken
by male or female (you choose voice)
Type English Text Here and
Hi-light text to select it
Press Translate Button

63. Menu Workflow

64. Burning the Midnight Oil

65. Success!
• Time to Celebrate at 4:01
PM on Monday, April 30th!
• 800 Number successfully
ported to cloud based
solution
• Several hours of live testing
were performed using all
menu functions
• We were ready to go for
10:00 AM May 1st!

66. Thank You For Attending
• What Questions Do you Have?
• Please complete your meeting evaluation
form