Contact Center Market Update

Transcription

1 Contact Center Market Update Sheila McGee-Smith President & Principal Analyst November 11, 2008 VoiceCon San Francisco 2008

2 Key Questions Will new players like Microsoft and IBM be successful using Unified Communications as their entry point into the contact center market? What role should SIP play in planning for nextgeneration contact centers? Which vendors are winning and which are losing in the contact center market battles? What are the vendors' relative strengths and weaknesses? How do they compare on price? What new features and functions are becoming available? What new developments can we expect from the vendors in the coming 12 months, and how should this affect your current procurement plans?

3 The Shifting Role of Contact Centers Relevance of Contact Center in the Unified Communications World Next-Gen Social Networking and Collaboration Communicationsenabling Business Processes Vendor Update

4 Unified Communications The purpose of UC is to improve the efficiency of interactions in personal and collaborative communications by providing An integrated solution for asynchronous and synchronous collaboration Rules for adjusting personal reachability (presence) UC is more a concept than a technology

5 What s Missing? Team Workspaces Document & Files Calendaring Video Conferencing Business/ Workflow Applications Unified Communications Tightly integrated communications applications Web/Data Conferencing Instant Messaging Audio Conferencing Presence & Availability Telephone/PBX Mobility

6 Unified Communications and the Contact Center Leveraging rich presence information to better utilize enterprise resources Experts Excess capacity Not just off hook and on hook Talking to customer In training

7 Transforming Business Process with Expert Advisor Cisco Unified Contact Center Enterprise Cisco Unified Presence Contact Center Agent selected based on caller requirements As needed, Agent invokes the automated Expert Advisor option to reach across the Enterprise Presence-enabled knowledge workers become Expert Advisors Enables first-call resolution higher service levels 2007 Cisco Systems, Inc. All rights reserved. 7

8 Video Agent Vertical Applications Healthcare Remote consultation Finance Branch office experts Retail High-end electronics sales Administration 3 lobby attendants manage 10 buildings

9 The Shifting Role of Contact Centers Relevance of Contact Center in the Unified Communications World Next-Gen Social Networking and Collaboration Communicationsenabling Business Processes Vendor Update

10 Power Shift: Seller to Buyer Pervasiveness of broadband Internet delivers product and competitive information in real-time Agents must be prepared to respond in real-time Customers using new communications tools: Facebook, Second Life Increasingly expect these to be available from companies they do business with

11 Second Life Since it began hosting the likes of Adidas, Dell, Reuters and Toyota, Second Life has become technology's equivalent of India or China - everyone needs an office and a strategy involving it to keep their shareholders happy The virtual world could become the first point of contact between companies and customers and could transform the whole experience. Business Week, April 2007

12 What is Second Life? Launched in 2003, Second Life is the largest virtual world Tens of millions of square meters of virtual lands More than 13 million registered users (or residents ) A thriving economy Residents exist in-world through personal avatars spending Linden Dollars Avatars spend time in locations (or islands ) that have been created for Education Socializing Entertainment Commerce Second Life has enabled VoIP feature that lets users speak to one another

13 Virtual Adidas Store Sells Second Life Shoes Shopping on Second Life

14 The Retail Sector in Second Life Initiatives focus on creating a link between real world and virtual world activity, using the 3D environment to bring residents closer to their brand experience Collision Handler Contains the preferences and history of the Avatar Teleport an Agent to the Customer

15 September 2008 Facebook 100 million active users 200K join every day 50% use it daily Business Uses Engage Customers Promotions, contests, events Drive Web Traffic Viral Marketing: ilike 20 million people share music tastes, playlists and learn about new artists and concerts

16 Click2Message for Facebook Facebook Widget application Allows any friend to call you on any number you choose Maintains the privacy of your phone number Works with any US phone number today

17 Exploring the Implications Avaya Cisco Nortel Interactive Intelligence

18 The Shifting Role of Contact Centers Relevance of Contact Center in the Unified Communications World Next-Gen Social Networking and Collaboration Communicationsenabling Business Processes Vendor Update

19 Communication-enabled Business Processes Business systems that are able to directly integrate with communication systems and networks CEBPs can be initiated by a person CEBPs can be initiated by an application CEBPs are expected to automate communication processes, accelerate decision making and provide faster responses to customer requests e.g. in sales, customer support or in a contact center

20 Where is CEBP important? In these Business Processes Supply Chain Management Quality Control Applications Product Recalls Enterprise Resource Planning Financial Systems Transportation & Logistics Apps With Event Triggers Exception alerts Trend monitoring Thresholds surpassed User invoked In Process Intensive verticals Financial & Manufacturing are the lead adopters Strong interest in Healthcare, Education, IT, Transportation 20

21 Evolution of Communication From infrastructure to application VoIP Business Optimized Communications Network Convergence IP Telephony Communications Convergence Unified Communications (SIP) Business Application Convergence Communications Enabled Applications Network Consolidation Multimedia Applications Consistent Experience User Initiated Event Initiated TCO & Virtualization Anywhere Anytime Any Device Person/Group Productivity Simplicity & Effectiveness Business Productivity Converged Data Network Value Business Optimized Network

22 Business Process Routing Report Accident Fax information Process claim Schedule appraisal Complete processing Call for status Escalate issue Notification of resolution In/B call Fax BPR Out/B call BPR In/B call In/B call SMS Customer Interaction Management Platform Appraisal Outsourcer Call Center Self Service All rights reserved 2006, Genesys Telecommunications Laboratories, Inc.

23 The Shifting Role of Contact Centers Relevance of Contact Center in the Unified Communications World Next-Gen Social Networking and Collaboration Communications -enabling Business Processes Vendor Update

24 Aspect Software Strengths First to aggressively deliver a UC + CC message Microsoft and TellMe Relationships Weaknesses Struggling with migration of some legacy Aspect and Rockwell customers

25 Avaya Strengths Global market share leader Renewed focus on Contact Center solutions Challenges Has been resting on its market share laurels a little too long Still working to create unified administration, reporting and routing design across multiple components for large enterprise All eyes on new contact center management

26 Strengths Cisco Systems Unified Contact Center Express Continues to mature, adding sophisticated features like integrated and presence Cisco Voice Portal Benefited from acquisition of Audium Challenges One year later, Latigent re-named Cisco Unified Intelligence Suite but still looks like a bolt-on, not an integrated solution Contact center always seems to be a step behind other Cisco advances Example: No Webex Connect for contact center anytime soon

27 Strengths Strong marketing Genesys Dynamic Contact Center and intelligent Customer Front Door Growing story as soft ACD on top of IP PBXs or homegrown SIP Server Business Process Routing Over 100 customers using Genesys routing engine for noncontact center work Challenges High end, PSO-intensive set of solutions Long term viability of parent Alcatel-Lucent s Enterprise business

28 intelligent Customer Front Door All rights reserved 2005, Genesys Telecommunications Laboratories, Inc.

29 Interactive Intelligence Strengths SIP architectural enhancements with Media Server allow for greater scalability $100 million in revenues in 2007, taking them out of the realm of niche player Continuing portfolio expansion with speech analytics and survey capabilities Challenges Driving Name Recognition

30 Nortel Strengths Intelligent Communications Portal Service Creation Environment unites design of self and assisted service with coming Nortel Contact Center 7.0 Close relationships with Nortel and IBM Challenges Microsoft s growing relationship with Aspect Software in contact center and self service New predictive outbound capability now delivered by competitor, Siemens

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32 Intervoice Strengths IPCC designed from the ground up as SIP solution Strong base with self service solutions Challenges Remaining a viable technology delivery organization within BPO-focused Convergys

33 Siemens Enterprise Communications Strengths OpenScape Contact Center delivered as application on OpenScape Unified Communications Server New predictive outbound and speech analytics capabilities as a result of Gores Group roll-up with SER Solutions Challenges Execution

34 OpenScape Unified Communications Suite A comprehensive software and services portfolio OpenScale Service Management OpenScale Integration Services CEBP Microsoft Ecosystem CEBP IBM Ecosystem CEBP Other Line of Business Apps CEBP Vertical Industry Apps Security and more OpenSOA OpenScape Applications OpenScape Voice* OpenScape Video OpenScape Messaging OpenScape UC Application OpenScape Mobility OpenScape Contact Center and more Software Foundation SIP Session Control OpenScape Unified Communications Server Aggregated Presence QoS Management Session Detail Reporting Admin. & Licensing Availability Management and more Page , Siemens Enterprise Communications. All rights reserved

35 The Difference between Contact Centers and UC (or CEBP or Collaboration, etc.) Contact centers have been around for almost 40 years Contact Centers are included in 30-50% of enterprise communications implementations Everybody is pretty clear about how contact centers are defined or what is included The ROI for a contact center is pretty straightforward Contact centers are not a fad