The Evolving Contact Center and Where It Is Going in the Future How the cloud, mobility, social media and analytics are forever changing service delivery The State of Customer Service If you’re not confused, you’re not paying attention. The Nexus of Forces “The easy availability of cloud services, social communities and mobile devices — and the means to consume a wide volume, variety and velocity of information — places a great deal of power in the hands of the average business consumer.” 2013 Top 10 IT Budget Priorities Cloud Cloud Growth “What are your firm’s plans for adopting as-a-service technologies?” 60% 50% 40% 30% 20% 10% 13% 13% 14% 14% 21% 23% Total (N=2,444) North America (N=1,674) 14% 12% 16% 0% APAC (N=770) Base: Software decisions makers. January 2014 “TechRadar™: Software-As-A-Service, Q1 2014” Planning to implement in the next 12 months Implemented, not expanding Expanding/upgrading implementation Cloud Growth “Using your best estimate, how many different software-as-a-service applications did your firm use/is your firm likely to use?” APAC (N=391) North America (N=1,341) 15 10 5 8.3 2.5 2.4 3.4 4.0 5.7 10.1 6.3 0 ...12 months ago? ...today? ...12 months from now? ...two years from now? Base: Software-decision makers from firms with 20 or more employees that are using SaaS. January 2014 “TechRadar™: Software-As-A-Service, Q1 2014” Cloud Growth - Global Contact Center Agent Positions CAGR 2012-2018 25.0% 20.0% 19.0% 18.7% 18.4% 19.3% 17.8% 17.6% 15.6% 15.0% Hosted 10.0% Premises-based 5.0% 1.9% 1.8% 1.6% 0.9% -0.4% 0.0% -0.8% 0.0% 2012 2013 2014 2015 2016 -5.0% Global In-House and Outsourced Contact Center Market Forecast: 2013-18, Ovum, 9 August 2013 2017 2018 Customer Service and the Cloud Ecosystem Customer Service and the Cloud Ecosystem Customer Business Enhanced collaboration New services, faster Greater flexibility Financial benefits Central to IT strategy Priority for other initiatives Multi and hybrid clouds Changing roles Impa ct Digital identity shift Streamlined access Enhanced services New types of providers IT Cloud Impact Mobile Tablet Fuels Mobile Apps Growth Mobile apps will grow to $55.7 billion by 2015 Forrester Research, Inc. – Mobile Is The New Face Of Engagement, Feb 2012 Customer Service and the Mobile Employee Customer Business NOW mindset Brand personified Cost containment More intelligent services New skillsets & disciplines Multiple device support Performance expectations CX governance Impa ct NOW access Self-service oriented Simple, intuitive experience Multisensory & multichannel IT Mobility Impact Social Social Customer Service Customer Business Shift in “ownership” of customer Engaging to build brand ambasssadors Faster adaptation to applications Much larger playground Impa ct Customer is more empowered Easier access to information IT Social Impact Analytics Customer Analytics Real-time Analytics Customer Business Greater loyalty, retention Revenue uplift Competitive edge Real-time processing “Big Data” Contextual awareness Predictive analysis Impa ct Enhanced experience Relationship oriented IT Analytics Impact Core Apps and Processes Interactive Intelligence Inc. Deliberately Innovative www.inin.com