Workforce Optimization In The Cloud

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2 Introduction Though contact center applications that manage real-time interactions have been available as a cloud service for more than 20 years, the pace of software-as-a-service (SaaS) adoption in contact centers lags behind that of other parts of the enterprise. 1 Whether due to complicated infrastructure integrations, security concerns, or worries about service disruptions, contact center decision-makers are hesitant to move to SaaS models as their primary deployments. In the meantime, contact centers are dealing with heavier contact volumes year over year. To manage this growth, contact center decision-makers increasingly need robust, flexible workforce optimization (WFO) solutions that can scale easily along with the organization. In March 2016, OpenText Qfiniti commissioned Forrester Consulting to evaluate trends and behaviors around workforce management as it applies to contact center technology. Forrester tested the hypothesis that many organizations want to take advantage of the benefits of cloud deployments of contact center solutions but still have apprehensions when it comes to moving workforce optimization to the cloud. 38% 17% 45% 1,000-1,499 1,500-1,999 2,000+ Where do you work? 101 contact center decisionmakers from the US How many contact center employees work for your company? What is your role? All respondents are director level or above with responsibility for vulnerability management.

3 Workforce Optimization Solutions Help To Drive Customer Experience And Manage Growth Despite the growth of self-service and peer-to-peer channels, many customers continue to choose to engage with contact center agents, leading to higher contact center volumes year over year. Our study evaluated contact centers that already have 1,000-plus representatives, and we found that 59% of these companies expect their number of seats to increase by at least 5% in the next year. Contact center interactions have a significant impact on the organization s overall relationship with customers, and the data produced by these interactions is important to customer experience analytics. 2 And because self-service solves the easy problems, the agents are handling more difficult problems. Workforce optimization tools are critical to ensure high-quality, efficient interactions and improve the overall customer experience, which is a key strategic imperative in the age of the customer. Organizations are upgrading a wide range of WFO functions in the next year. Among the top are performance management, quality monitoring, and speech analytics.

4 1 2 3 Contact Centers Require Scalability And Flexible Costs... Our survey asked respondents to rank the top three benefits they are seeking when investing in workforce optimization solutions. We found that behind the leading response of improved quality through targeted evaluation and performance analysis, many of the top-rated benefits such as flexible pricing, scalability, predictable costs, and easy management are all typically associated with cloud solutions.

5 Yet Cloud Adoption Lags Despite the fact that contact center decision-makers are most interested in these cloud-like benefits, Forrester s data shows that only 5% of respondents use SaaS for their primary contact center technology deployments, and this isn t projected to rise significantly in the next provisioning cycle. Many contact centers have best-of-breed approaches to contact center technologies. They use disparate applications with longer life cycles, leading to integration concerns and vendor lock-in that contributes to the lack of SaaS adoption. 3

6 1 2 3 Security Concerns Persist Notwithstanding the work that SaaS vendors have put into meeting the stringent security and compliance requirements of today s enterprises, many contact center decision-makers still are wary. Security and compliance concerns remain the top roadblocks to deploying workforce optimization in the cloud. Other concerns include service/workflow interruptions, reliability/performance concerns, and lack of integration. Contact center managers are worried that their well-developed workforce optimization tools and processes may be disrupted with a move to new systems. Therefore, they would rather implement solutions that require a minimum level of retooling and retraining. Finally, some decision-makers fear that cloud solutions are feature-limited versions of their on-premises solutions. Those looking to upgrade their workforce optimization therefore need solutions that are sufficiently robust.

7 Contact Center Pros Are More Comfortable With Managed Services So, how do contact centers go about getting scalability and flexibility that will support their growing workforce without making a full jump to the cloud? A hybrid solution involving managed services may be the answer. Third-party-managed, on-premises devices are already the secondmost popular contact center technology deployment, adopted as a primary solution by 31% of respondents. Organizations can obtain the security peace of mind that comes from dedicated infrastructure while also gaining flexibility for the business, high performance, and lower capital expenses. They can also get the added benefit of access to third-party expertise, which both frees up internal resources and helps decision-makers keep up with evolving channels and customer demands. Hybrid cloud solutions reduce the friction between businesses need to serve evolving customer needs while also maintaining security, governance, and operational control. 4

8 Conclusion A managed services approach allows companies to get the cost and resource elasticity of cloud without introducing new risks and challenges such as feature-limited products or unsecure cloud infrastructure. Deriving the same benefits of cloud without the associated risks and fears may allow companies to effectively serve more demanding customers in an efficient manner. METHODOLOGY In this study, Forrester conducted an online survey of 101 director-level and above decision-makers at US enterprises with at least 1,000 contact center employees. Respondents have direct responsibility for or influence over their company s vulnerability management strategies. Respondents were offered a small incentive for their participation in the survey. ENDNOTES 1 Source: Is It Time To Move Your Contact Center To The Cloud? Forrester Research, Inc., June 1, Source: Market Overview: Workforce Optimization Solutions, Forrester Research, Inc., November 24, Source: Is It Time To Move Your Contact Center To The Cloud? Forrester Research, Inc., June 1, Source: Vendor Landscape: Hybrid Cloud Management Solutions, Forrester Research, Inc., October 22, ABOUT FORRESTER CONSULTING Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester s Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit forrester.com/consulting. 2016, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to forrester.com. [1-ZO807M] Project Director Mark Brozek Sr. Market Impact Consultant Contributing Research Forrester Application Development & Delivery Research Team