The Aging Premises-Based Ecosystem:
Demystifying UCaaS and CCaaS Cloud Delivery Models
Dennis Weikle, PPT Solutions
It’s no secret that cloud technology is redefining how businesses operate. With legacy phone systems and on-premises infrastructures rapidly aging and the competitive Customer Experience landscape continually evolving, organizations of all shapes and sizes are pursuing more innovative and cost-efficient ways to modernize their operational ecosystems. Cloud delivery models like UCaaS (Unified Communications as a Service) combined with CCaaS (Contact Center as a Service) have revolutionized how organizations think about their operational infrastructures. Whether it is quick and efficient scalability, reducing dependence on internal IT, rapid adoption, critical security features or increased flexibility, cloud technology can provide a wide array of solutions that minimize downtime, maximize ROI and create the means to deliver efficient and enhanced customer experiences. Understanding the benefits of a cloud migration and its potential to transform the most critical components of an operation can be a major factor in determining if the move is the right one for your organization.
To Cloud or Not to Cloud? The Answer is Clear
The harsh reality is legacy contact centers and communications systems have not aged gracefully, and as time passes, the drawbacks of not migrating to a cloud solution can far outweigh the advantages of an on-prem environment. Reduced agility, lack of business intelligence and limited operational tools will be the fate of companies that do not consider the benefits a cloud solution brings. The end result of an unadaptable legacy infrastructure is often a poor customer experience which can be devastating to a business as customers’ preferences change. The right cloud migration will provide a robust set of tools that will optimize an IT ecosystem and enhance the overall customer experience at any stage of the customer engagement lifecycle.
While there are clear advantages to cloud technology migrations, pitfalls may exist leading up to a migration that can impact costs. Research has shown that proper preparation before beginning a migration can save 16% to 25% of total migration costs1. Without pre-migration benchmarking, cloud migrations can result in parallel environments running far longer than expected. An experienced implementation partner is vital to executing a successful and cost controlled cloud migration.
of organizations have at least one application, or a portion of their computing infrastructure already in the cloud – 17% plan to do so within the next 12 months.2
of survey respondents report that improving customer support or services is a top driver of investment in cloud solutions.2
- Pay-as-you-go and only for what you need
- Eliminate upfront costs and expensive upgrades for your contact center
- Meet SLA goals with scalable cloud technology
Improved Agent Efficiency
- Intuitive interface empowers agents to handle customer data across various channels, resolving inquiries with greater precision
- Efficient routing matches customers with the most qualified agents for optimal customer experiences
- On-demand nature of cloud solutions allows for true scalability
Wide Range of Contact Center Operations Solutions
- Workforce Gamification
- WFM Optimization
- Call Recording
- Speech and Text Analytics
- Call Distribution and Queue Management
- Cloud solutions are highly cost-efficient and reduce significant upfront spend
- Allows contact centers to integrate platforms and lower costs by using a pay-as-you-go consumption model
- Provides companies the flexibility of securing sensitive data in a private cloud while storing fewer sensitive data in a public cloud at a reduced cost
- Cloud solutions typically offer stronger disaster recovery functions than on-premises solutions2
Enhanced Customer Experiences
- With WFM optimization tools and a companies’ ability to staff skilled agents around the world 24×7, wait times decrease and customer friction diminishes
- Customer engagement preferences are changing with increased interest and acceptance of digital interactions (AI, Social Media, SMS); cloud solutions enable companies to streamline the integration of seamless omnichannel engagement options with more personalized experiences
Enhanced Experiences with Cloud Technology Integrations
With a newly heightened awareness around cloud technologies, organizations are taking the time to explore the advantages of UCaaS and CCaaS solutions. Where unified communications and contact center solutions were previously considered to be two distinct systems, cloud technology enables the two to work together to create a primed customer and employee experience platform.
What is CCaaS and UCaaS?
CCaaS (Contact Center as a Service)
A combination of cloud-based telephony and contact center operations optimization including:
- Workforce Management
- Speech Analytics
- Call Routing
- Workforce Gamification
UCaaS (Unified Communications as a Service)
Integration of communication mediums into cloud-based omnichannel touch points, eliminating dialogue gaps. Increasing productivity and reducing customer friction. Integration points include phone service, video conferencing, team messaging, chat, SMS, fax, along with any other communication tools.
With customer expectations changing at light speed and as new and improved communication channels continue to emerge, the ideal cloud-based delivery model empowers organizations to add value to the customer journey at every touchpoint. Visionary Customer Experience brands are embracing UCaaS/CCaaS migrations as a means to break product and price commoditization and convert customers into loyal brand influencers.
There are many compelling reasons to consider a UCaaS/CCaaS migration, and while the thought of taking that first step may seem daunting, our broad experience with cloud technology solutions ensures seamless integration and enhanced customer engagement journeys. We can help you discover what is needed to evolve and transform your business with cloud-based migration solutions. Contact PPT Solutions today to learn more about how we can help.
“Brands are paying closer attention to customer engagement preferences and how they drive satisfaction. A cloud-based environment offers a diverse and substantial suite of tools that empowers businesses to adapt at a pace that was unimaginable just a decade ago.”
Customer Engagement Optimization: PPT Solutions’ Approach to Operational Savings and Enhanced Experiences
One of the world’s largest money transfer services providers was experiencing an increased contact rate per financial transaction and a dramatic increase of executive escalations stemming from the lack of a holistic customer care strategy. Their 13 global contact centers supporting customers across 200+ countries were fragmented and operating on multiple platforms that resulted in complex call routing, less than optimal use of self-service options and an unsustainable growth support model. Operational challenges in the area of workforce management along with an unbalanced organizational structure led to stifled attempts in KPI performance improvement and ease of doing business. The operations required a new strategy centered around the needs of the consumer and workforce with a focus on reducing friction and establishing clear competitor differentiation.
People, Process & Technology
It was clear that a full-scale customer experience and contact center strategy redesign would be necessary to make process and technology enhancements. Powered by PPT Solutions, a multi-faceted approach would be integral in this 18-month long initiative evolving how the company operates and services today’s consumer. The initiative commenced with a comprehensive assessment of the current state, impacts to the customer journey and identification of potential operational savings. There were three major areas of focus that would lead the money transfer provider on a transformational path to increased employee satisfaction and optimized consumer engagement:
- Technology Integration and Call Engagement Strategies
As PPT Solutions began its evaluation of the technology within the global customer care organization, it was quickly realized that the infrastructure consisted of very basic functionality and underdeveloped reporting. In evaluating the client’s technology infrastructure and IVR platform, there were significant opportunities in call routing, call containment and queuing distribution. This evaluation uncovered an astounding 78% of transfer volume could be mitigated by restructuring the IVR flow and data collection methodology.PPT Solutions implemented a solution that consisted of a cloud migration and call engagement strategy. Technology has changed the way contact center leaders measure success and cloud migration technology is changing the contact center ecosystem with expanded options and a more stabilized infrastructure. The global care operations cloud migration led to 20% annualized savings on multi-million-dollar technology costs and increased employee engagement. It also added a suite of tools not previously available including:
- Speech analytics
- Consolidated and seamless reporting (internal as well as vendors)
- Centralized call recording
- Workforce gamification
- Global Organizational Structure
Through close examination of the global customer care organization via extensive personnel interviews and data gathering, there were substantial gaps in the alignment of key roles and processes against the needs of the operation. The immediate opportunities driving this project phase focused on vendor management and leadership roles. The unbalance in leadership and lack of resources in vendor management created confusion and the need for more direction in day-to-day operations. A clear organizational structure redesign was presented with recommendations and operational playbooks that outlined processes and deliverables by function - relying less on tribal knowledge and streamlining the customer care operations management.
- Workforce Management Technology and Processes
In PPT Solutions’ evaluation of the Workforce Management organization, actions were historically driven by demand, supply and events. Workforce management software was only operational in a limited number of global locations and the call forecasting process was plagued with the dreaded “forecast by spreadsheet” rigmarole that was antiquated and cumbersome for a corporation of this size. PPT Solutions recognized the need to drive a solution that empowers the WFM organization in proactively managing staff utilization, reducing call queues and, in turn, creating a less restrictive environment for the employee. A new cloud-based WFM platform was introduced that seamlessly distributed data and streamlined intraday management, demand planning and capacity planning across both internal and vendor locations. This new platform empowered the operations to manage workforce utilization proactively and reduced customer engagement conflicts, leading to a 40% increase in forecasting accuracy, reduced hold times and mitigation of agent “burn-out.” As an added measure to ensure ongoing operational consistency, a WFM playbook was developed outlining core processes and guidelines ensuring uniform practices across the global operation.
PPT Solutions’ driving principles and solutions centered around People, Process and Technology has led the money transfer operations towards unprecedented results. Through this comprehensive technology and customer care strategy solution, cost savings can now be reallocated towards continued improvements and customer experience fine-tuning.
- 20% higher cost savings than initially projected
- 40% improvement in volume forecast accuracy resulting in augmented staff utilization and reduced contact wait/hold times
- 50% reduction in executive escalations
- Enhanced alignment with key vendors reducing executive escalations by over 50%
- Improved operational cadence, communication and collaboration between cross-functional departments
- 30% AHT Improvement
- Cost savings reallocation into continuous improvement and ongoing customer experience fine-tuning
2. 2018 IDG Cloud Computing Study