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Contact Center 
Trends 
Sigal Russin, CISO 
Senior Analyst at STKI 
sigalr@stki.info
What are you getting: 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
2 
1 2 3 4 
5 6
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
Cloud Status 
3 
Source: information week
Business Benefits 
Decreased 
capital 
expense 
Lower 
total cost 
of 
ownership 
Sigal Russin’s work/ Copyright@2014 
Improved 
business 
agility 
flexible 
scaling 
Do not remove source or attribution from any slide, graph or portion of graph 
4
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
5 
* In percent
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
6
Cloud Contact Center Concerns 
• Security – authentication, back-up, e encryption and secure 
user/password processes, regulation. 
• Performance- quality, availability, inconsistency, bandwidth 
available and latency, Send critical signals such as SIP, XML, CTI . 
• Resilience and Business Continuity- back–up or mirrored 
location, recovery and resilience. 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
7
Performance & Security 
• Time out intervals 
• Distributed denial of service 
• Data theft 
• Trial and error break in 
• Bank cards fraud 
• caller ID attack against system (CLI spoofing) 
• Voice biometric attack 
• Telephone Switch attack 
• Phishing Attack – man in the middle 
• OS compromise 
Source: https://www.brighttalk.com/webcast/288/31879 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
8
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
Vendor 
selection 
• Performance 
• Resilience 
• Capability 
• Freedom 
• Hosting center 
Voice quality of 
VoIP 
• VoIP quality and 
performance 
• Dedicated 
connections 
• Prioritise your voice 
over data traffic 
Security 
• Policies and 
procedures 
• Hosting 
environment 
• Network 
design and 
access 
Don’t Forget! 
9
Insights from Customer Roundtable UC 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
10 
Maintaining the current UC infrastructure is complicated because many 
vendors are involved 
Different organizational cultures can lead to failure or success in UC 
projects 
LYNC market share is very strong in Israel because most of the 
organizations Microsoft based. But what about IPTEL with LYNC? 
Cross organization projects that can optimize work and 
change organizational culture
Evolution of channel strategy 
The customer experiences and interacts with a 
brand (not channels). Company operations defined 
in terms of “services” not in terms of “channels”. 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
Single 
Channel 
Multi 
Channel 
Cross 
Channel 
Omni 
Channel 
Several channels, with a possibility to switch between them (But 
the company needs to work very hard to enable this type of 
switching). 
Several channels, customer experiences each channel as independent. Silos of 
data (sometimes combined via DW). The company’s business operations for each 
channel are separate. 
One main channel for interactions 
11
Channels – new ones on top (not instead!) of old ones 
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
Source: STKI 2013 
Customers 
continue 
to use 
same old 
channels 
But are also 
staring to use 
(additional) 
new ones 
Source: Forrester 12
Sigal Russin’s work/ Copyright@2014 
Do not remove source or attribution from any slide, graph or portion of graph 
Thank You! 
Sigalr@stki.info

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activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 

contact center trends 2014

  • 1. Contact Center Trends Sigal Russin, CISO Senior Analyst at STKI sigalr@stki.info
  • 2. What are you getting: Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 2 1 2 3 4 5 6
  • 3. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 3 Source: information week
  • 4. Business Benefits Decreased capital expense Lower total cost of ownership Sigal Russin’s work/ Copyright@2014 Improved business agility flexible scaling Do not remove source or attribution from any slide, graph or portion of graph 4
  • 5. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 5 * In percent
  • 6. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 6
  • 7. Cloud Contact Center Concerns • Security – authentication, back-up, e encryption and secure user/password processes, regulation. • Performance- quality, availability, inconsistency, bandwidth available and latency, Send critical signals such as SIP, XML, CTI . • Resilience and Business Continuity- back–up or mirrored location, recovery and resilience. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 7
  • 8. Performance & Security • Time out intervals • Distributed denial of service • Data theft • Trial and error break in • Bank cards fraud • caller ID attack against system (CLI spoofing) • Voice biometric attack • Telephone Switch attack • Phishing Attack – man in the middle • OS compromise Source: https://www.brighttalk.com/webcast/288/31879 Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 8
  • 9. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Vendor selection • Performance • Resilience • Capability • Freedom • Hosting center Voice quality of VoIP • VoIP quality and performance • Dedicated connections • Prioritise your voice over data traffic Security • Policies and procedures • Hosting environment • Network design and access Don’t Forget! 9
  • 10. Insights from Customer Roundtable UC Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 10 Maintaining the current UC infrastructure is complicated because many vendors are involved Different organizational cultures can lead to failure or success in UC projects LYNC market share is very strong in Israel because most of the organizations Microsoft based. But what about IPTEL with LYNC? Cross organization projects that can optimize work and change organizational culture
  • 11. Evolution of channel strategy The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Single Channel Multi Channel Cross Channel Omni Channel Several channels, with a possibility to switch between them (But the company needs to work very hard to enable this type of switching). Several channels, customer experiences each channel as independent. Silos of data (sometimes combined via DW). The company’s business operations for each channel are separate. One main channel for interactions 11
  • 12. Channels – new ones on top (not instead!) of old ones Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Source: STKI 2013 Customers continue to use same old channels But are also staring to use (additional) new ones Source: Forrester 12
  • 13. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Thank You! Sigalr@stki.info

Hinweis der Redaktion

  1. 2012 only 8% of these call centers are currently using cloud computing services זריזות תהליכים עסקיים, עלות נמוכה יותר פר שירות, מוריד את עלויות השקעת הארגון בתשתית, גדילה וצמיחה או הקטנה בהתאם- גמישות
  2. ארגון מסורתי מול ארגון הייטק
  3. תחום הערוצים בארגונים: ערוץ אחד מוקד טלפוני וארגונים עברו לשלב שני של מולטי ערוצים כל ערוץ הוא בפני עצמו- מוקד טלפוני, קיוסיקים ואין הרבה קשר בינהם מי שתומך בערוצים מאד מופרדים בארגון אנשי הקשר- כך ארגונים מבינים שיש לאחד את הקשר השלב CROSS צריך להחחיל בערוץ אחד ואז להמשיך בערוץ אחר- הולך מאד מלאכותי וקשה מאד אין טיפול רב מערכתי בערוצים השלב האחרון לא מרגישים ערוצים- ערוץ אחד גדול והלקוח מרגיש באופן שקוף מכל מקום ולהמשיך שקוף הארגון צריך להיבנות כשירותים- בקשת פתיחת הלוואה, פיתחת חשבון לא משנה מאיפה צורכים את השירותים יש מחלקה אחת שמסתכלת על חווית לקוח רוחבית ארגונים לא גדלו ככה, לקוחות שלנו מצפים לשלב האחרון ומקדימים אותנו בצעד אחד
  4. תמיד מוסיפים ערוצים חדשים ולא מחליף ערוצים ישנים לא כמו שהיינו מצפים כמו בצד שמאל פורסטר וימין צד שלנו יצא דומה! מוקד טלפוני 72% מכלל הלקוחות לארגון זה החלק העיקרי ושנים ככה פורסטר מראה ערוצים חדשים כמו צאט עלו מ2009 ל2012 עדיין המוקד נשאר על 73% ולא נוטשים מוקד טלפוני לדוגמה טיסה לחול- המון באינטרנט אך שיחה סופית תהיה בטלפון אולי זמן השיחה ניתן להוריד, המוקד לא ישתנה ויש לו כוח ניתן למכור יותר ולשווק דרכו טוב ערוצים דיגיטליים ללקוח אך לא מחליף ערוצים ישנים במקום חיסכון בעלויות במולטי ערוצים צריך להיות העלאת שביעות רצון לקוחות ושירות טוב יותר