The document is a report from DMG Consulting that examines top contact center initiatives and trends for 2014. Some of the key findings include: - Improving agent productivity and increasing self-service were the top priorities for both companies currently using cloud-based systems and those planning to adopt them. - Voice, email, and web chat were the most common channels currently supported, though many companies planned to add social media channels in the next 18 months. - Cost savings, scalability, and disaster recovery were the main drivers for purchasing cloud-based solutions, while security, reliability and customization were the biggest concerns. - Vendor responsiveness to change requests and an inability to perform custom integrations or

1. Customer-Focused Strategy, Operations & Technology
Cloud-Based Contact Center Infrastructure
Benchmark Findings
November 2013

2. Top Contact Center Initiatives Planned
for 2014
Answer Options
Improve agent productivity
Increase use of self-service
Add new channels
Reduce cost of service
Enhance reporting/analytics
Achieve consistency of service across channels
Build a voice of the customer program
Add Web chat
Implement at-home agent program
Implement a social customer care program
Address regulatory and compliance requirements
Other
Rank for companies
that currently host
1
2
3
4
5
6
7
8
9
10
11
12
Rank for companies that
plan to host
1
3
4
2
2
8
6
7
5
8
9
8
Note:
Other: CTI integration, globalization or "follow the sun" support, and achieving a high-availability environment
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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3. Cloud-Based Systems Currently in Use
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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4. Channels Currently Supported:
Premise vs. Cloud
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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5. Channels Planned in the Next 18 Months
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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6. Social Media Channels Used for
Customer Service
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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7. Reasons for Purchasing a CloudBased Solution
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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8. Biggest Concerns About Purchasing a
Cloud-Based Contact Center Solution
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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9. Top Challenges Dealing with your
Cloud-Based Contact Center Vendors
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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10. Satisfaction Levels with Cloud-Based Contact
Center Vendors
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC
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11. Satisfaction Levels with CloudBased Contact Center Solutions
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC
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12. When are you planning to implement a
cloud-based system or application in
your contact center?
Source: DMG Consulting LLC, October 2013
© 2013 DMG Consulting LLC
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13. Who is Using Cloud-Based Systems in
Customer Service or Contact Center?
Source: DMG Consulting LLC, September 2013
© 2013 DMG Consulting LLC
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14. Thank You!
6 Crestwood Drive, West Orange, NJ 07052
tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | donna.fluss@dmgconsult.com
© 2013 DMG Consulting LLC
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15. Geoff Mina:
CEO & Co-Founder of Connect First
Geoff is the primary architect of the Connect First platform. He has taken the product
through four generations in an insatiable desire to develop the most full-featured,
highly scalable, fault tolerant and secure cloud-based contact center solution on the
market.
Previously he was a senior level
software engineer at Prosodie
Interactive where he managed a
team of developers responsible for
deploying and managing a speechenabled VoiceXML platform for
Pfizer Pharmaceuticals Inc. Prior
to Prosodie Interactive, Geoff was
involved in building secure
enterprise grade e-commerce
software for Mountain Media, a
provider of e-commerce and
content management systems.
© 2013 DMG Consulting LLC
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16. Reliable
Scalability
Agile
Integration
In-House
Customer Care
Our key strength is
service reliability,
performance and
scalability.
Each unique
environment demands
a unique approach to
integration.
Customer satisfaction
is the primary focus at
Connect First.
© 2013 DMG Consulting LLC
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17. Top Challenges Dealing with
Cloud Based Contact Center
Vendors
·
Platform reliability
·
Responsiveness to change requests
·
Inability to perform custom integrations
·
Inability to integrate with 3rd party applications
·
Scalability
·
Customer service and support
© 2013 DMG Consulting LLC
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18. Thank You!
Learn more about the call center industry and 2014 trends by visiting the
Connect First Resource Library
www.ConnectFirst.com
© 2013 DMG Consulting LLC
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