What to look for in a cloud contact center solution.

1. VoltDelta
Cloud Contact Center & Voice Self-Service Solutions

2. 2
Contact Center Channel Preference
Telephone
(Live Agent)
70.6%
Fax 2.2%
Text Chat 2.1%
Other 2.0%
SMS 0.7%
Social Media 1.6%
Letter 1.7%
Source : Contact Babel - The U.S Contact Center Decision-Makers' Guide - 2013
 Telephone remains as
dominant form of
preferred
communication
 Multichannel contact
appears to be
accelerating
 Many Contact Centers
also support Email

3. 3
Common Contact Center Challenges
 Multichannel Communications
– Lack of integration between channels impacts customer care
 Multiple vendors with Legacy Systems
– “Evolution” by adding channels (and vendors) over time
– Legacy system forklift upgrades and/or End or Life systems
– Reporting disparities
 Capital Intensive
– Hardware installation, maintenance upgrades
 Complex Integration
– Computer Telephony + Networking (SIP) to backend systems
 Scalability and Reliability
– Loss of service especially during seasonal and unexpected spike call
conditions.

4. 4
Cloud Contact Center Components
Multichannel
Skills-based
Routing
Remote Agents
Whisper
Personalization
Agent
Observation
ACD
Call + Agent
Screen
Recording
Virtual Queues
Agent Desktop
CTI
Reporting & Management
Platform
Process
Analytics
WFM
Dialer
VoiceXML
Applications
ASR/TTS
IVR
HR
Order Entry
Help Desk
ERP
User Data
CRM
Systems Core Applications
Voice Email Fax Chat SMS Co-Browse Social
Media

5. 5
What is a Virtual Contact Center?
Hosted in the “Cloud”
 Automatic Call Distribution (ACD)
– Intelligent Call Routing
 Central Management/Control
– Queues
– Call Monitoring
– Agent Assist
 Agents “Anywhere”
 Redundant & Secure
 Scale for Call Spikes (Vendor Specific)
Virtual
Contact
Center

6. 6
Cloud Contact Center Infrastructure

7. 7
Cloud Contact Center Value
Loyalty
Phone
eMail
Web
Social
Retention
– Strengthen Relationships with multi-channel
experience
– Boost confidence through carrier grade reliability
– Increase Conversion
– Up-sell for increased Order Value
Acquisition
– Answer every call regardless of call volume
– Build Brand Loyalty from “dial tone to social media”

8. 8
 Moving from premise to
hosted contact center
results in a 51% savings
over 3 years
 Greater business agility
 Consistent experiences
across t channels are
more likely to encourage
satisfied and loyal
customers
Frost & Sullivan Study
Cloud Contact Center Efficiency

9. 9
What Does “Agents Anywhere” Mean?
 Communication only requires a
Network (VoIP) or a Telephony
(TDM) Connection
 Extremely Rapid Deployment
 Calls are distributed automatically
– Intelligent call routing
 Usually no agent hardware
– Frequently browser based
 Central supervision potentially
across wide geographies

10. 10
Why "Agents Anywhere”?
 Geographic Agility
 Do not have to link agents with
switching equipment in Contact
Centers
 Ability to staff agents in regions
where needed
 Locate where qualified agents can
be more easily recruited
 Locate in Regions where costs are
reduced
 Home agents
 Reduce costs for agent, technology, support and physical
infrastructure

11. 11
Traditional Benefits of a Cloud Contact Center
 Operational Expense
– Pay per use vs. Capital Expense
 Scalability
– Instantly react to call spikes (vendor specific)
 Rapid Deployment
– No on-site hardware
 Expertise & Enhancements
– Take advantage of outsourced engineering, network management and
ongoing support
 Rapid Deployment
– An existing on demand infrastructure speeds deployment
 Legacy System solution
– Eliminate multiple vendor systems for agent support
Virtual
Contact
Center

12. 12
The “New” Cloud Contact Center Benefits
 Multichannel Communications
– Integrate voice, messaging, IVR, chat, etc.
 CRM Enrichment
– Auto-populate screens with inbound calls
 Personalization
– Intelligent call routing based on customer profiles
 Agent Integrated Voice Self-Service
– Call recording to agent on transfer to avoid repeat questions
 Outbound Reach with Inbound Response
– Proactive contact with an ability to respond with a speech-enabled dialog

13. 13
Cloud Contact Center Core Components

14. 14
Core Components: ACD & Central Mgmt
 Intelligent Call Distribution
– Send calls to agents based on location, availability, skills, etc.
 Queue Monitoring and Management
– Real-time call tracking with ability to reassign calls.
 Agent Availability and Performance
– Centrally track agent presence and call handling.
 Real-time Assistance
– Monitor calls with ability to “break-in” to assist agents.
 Central Reporting
– Graphical dashboard to monitor Key Performance Indicators (KPI’s).

15. 15
Core Components: Speech Recognition
 Engaging Voice Self-Service
– Prompts + accurate recognition encourage use & reuse.
 Instantly Answer Every Call
– No waiting for an available agent.
 Large Grammar Dialogs
– More complex interactions are possible.
 Voice User Interface Creativity
– Guidance for more rapid automated call resolution + innovative error
correction.
 Automation + Agents
– Easy transfer to agents upon request with “whisper’ call recording to
reduce asked for repeated data.

16. 16
Core Components: Call Recording
 Voice of the Customer Evidence
– Share audio files with customer care & senior management.
 Agent Training
– Offer actual good and poor examples of audio interactions.
 Caller Satisfaction
– Use call recording to provide agents with a “heads-up” upon transfer.
 Call Recording Across Every Transfer
– Capture the complete caller experience as a single entity including
speech recognition and transfers to agents and between agents.
 Call + Agent Screen Recording
– Link what an agents see on screen with recorded caller interactions to
pinpoint issue such as lack of agent information.

17. 17
Core Components: Inbound & Outbound
 Inbound Agents & Automation
– Answer calls with agents, speech recognition or a combination.
 Proactive Outbound Dialing
– Automated outbound calling with throttling to match agent availability.
 Outbound Speech Recognition
– Proactive outreach with speech recognition.
 Inbound to Outbound Automation/Agents
– Convert outbound calls to inbound speech dialogs or agent interactions.
 Inbound/Outbound Scalability
– Capacity to answer inbound call traffic simultaneously with outbound
calling campaigns.

18. 18
Core Components: Scalability & Reliability
 Telephony & VoIP Access
– Answer calls with agents, speech recognition or a combination.
 Scalability for Call Spikes
– Automated outbound calling with throttling to match agent availability.
 SIP integration to Back-end Systems
– Multi-protocol integration to databases and other systems.
 Redundancy
– Dual site capacity for failover and spike traffic handling.
 Network Operations Center
– 7x24 network monitoring and management with proactive analysis.

19. 19
Added Components: Agent Desktop / CRM
 Contact Data to Agent Screens
– Immediately pre-populate screens with caller detail.
 Agent Access to Intelligence & Knowledge Base
– Present agents with information possibly “personalized” for each caller.
 Multi-Channel Solution
– Integrate calls with chat, email, social media and other forms of contact.
 Rapid Call Completion
– Drive more quickly to call resolution via intelligence presented to the
agent.
 Data Immediately Accessible
– Call detail becomes available to all channels and the organization.

20. 20
Cloud Contact Center Answers
 Multi-channel Communications
– Integration between channels enables virtual contact centers to allow
customers & prospects to chose their contact of choice without capital
expense for additional hardware.
 No Problem with Multiple Vendors & Legacy Systems
– Resolve managing multiple systems and legacy challenges by taking
advantage of hosted systems that do not require forklift upgrade costs to
stay current.
 More Efficient
– Operational Expense vs. Capital Expense.
 Integration Assistance
– Hosted vendor assistance with linking your systems fortified with a unified
virtual contact architecture speeds integration and promotes uptime.
 Reliable and Scalable (vendor specific)
– Scale for unexpected call volume with hosted solutions.

21. 21
VoltDelta
Cloud Contact Center and IVR Solutions:
Differentiators

22. 22
VoltDelta’s Customer Experience Platform
 Hosted Core Customer Care Components
– Virtual Contact Center, IVR, Call Recording

23. 23
Uniquely Converged VoltDelta Platform
 Virtual Contact Center, IVR, Call Recording
– These core components take advantage of VoltDelta Technology, not
3rd party vendors. As a result:
 Superior customer care via multi-channel integration.
 Cost efficiency (reduced number of 3rd party vendors)
[Many vendors require 3rd party vendors for at least 1 of these components]
 Automation to Agent Caller Experience
– WhisperTel technology utilizes call recording to provide agents with a
word or phrase “heads-up” if transferred from speech recognition.
[3rd party call recording used by many vendors make it difficult to integrate call
recording across channels]
 Inbound and Outbound
– Convert an outbound call to an inbound voice self-service
[Many other vendors cannot easily integrate inbound & outbound due to
deployment of disparate systems, frequently from 3rd party sources]

24. 24
Uniquely Scalable & Reliable
 More than 2 Billion Calls Annually
– VoltDelta’s telephony & networking infrastructure currently handles
more than 2 Billion calls/year in North America with 99.99% reliability.
 Systems in place that support massive call volume.
[Possibly no other virtual contact center vendor in North America supports this call
volume magnitude ]
 Exceptional Call Spike Uptime
– Proven ability to dynamically scale for seasonal & unexpected traffic
[Many virtual contact center vendors struggle with unpredictable call volume
challenges]
 Telephony Grade Performance
– Decades of VoltDelta communications service to carriers and other
telephony providers fortify a robust communications infrastructure.
[Many other virtual contact center vendors have evolved their systems over time
and may struggle when even smaller contact centers encounter high call
volume ]

25. 25
Remarkably Effective Call Recording
 VoltDelta Call Recording Technology
– Does not require a 3rd party vendor for call + agent screen recording
[Most other virtual contact center vendors partner for call recording]
 Captures Entire Experience Through Every Transfer
– Can see transfer points in user interface and track entire call.
[Some virtual contact center vendors can only record within each channel]
 Automation to Agent Customer Experience
– A word or phrase recording can be presented to agents upon transfer
from a VoltDelta speech recognition application .
[This is not commonly supported by most vendors. Also, some other vendors
struggle with recording responses AND prompts in a speech recognition dialog]

26. 26
Patent-Pending Speech Recognition
 VoltDelta CrystalWAVE technology
– Utilizes multiple simultaneous grammars with context sensitivity.
[Enhances standard speech recognition engine performance for large grammars]
 More Accurate Especially for Large Grammars
– Exceptionally effective in disambiguating like sounding words.
[Complex dialogs with product names, streets, etc. are challenging for many
vendors without the benefit of CrystalWAVE]
 Reduced Tuning
– Costly ongoing tuning is minimized with CrystalWAVE
[Cost benefits over time for large grammars can be significant compared to other
vendors]

27. 27
VoltDelta CRM – Oracle/RightNow
 Computer Telephony + Multi-Channel
– Calls + chat, email, and Social Media to the agent’s desktop.
[Computer Telephony powers the Oracle RightNow CX agent desktop]
 Universal Contact Queue
– Prioritizes calls over email & chat incident presentation.
[Some CRM systems may only present some channel of contact without
precedence of importance]
 Integrated VoltDelta Media Bar on Agent Desktop
– Provides agents with consult to supervisor, agent transfer & more.
[Few Virtual Contact Center vendors provide an integrated software solution to
CRM, allowing agents to use a familiar interface with enhanced telephony
features]

28. 28
 A team approach dedicated to your support
 Industry leading experience
 Based on relationship
 Managers focused on your success
 7x24x365
 Proactive outreach
 Incident tracking & auditing
 Broad geographic coverage
Customer Support

29. 29
 Layers of Defense
 Team of Certified Security Professionals
 PCI Compliant
 High Availability Security
 Decades of Experience
Security
Layers of Defense

30. 30
Conclusion
 Evaluate Virtual Contact Center Solutions
– Benefits include enhanced customer care, business agility and
cost savings.
 Understand Virtual Contact Center Components
– Take advantage of technology to route calls with intelligence
and speech to enhance satisfaction and encourage loyalty.
 Review Virtual Contact Center Vendors
– Pay particular attention to experience, security, and resources
that support scalability and reliability .

31. 31
About VoltDelta
 Virtual Contact Center & Voice Self-Service Solutions
 Data Centers and Customer Care applications within
and beyond North America
 More than 2 Billion calls/year at 99.99% reliability
 Multichannel solutions with CRM integration

32. 32
Contact VoltDelta
 www.VoltDelta.com
 info@VoltDelta.com
 twitter.com/voltdelta news
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