©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Contact Centre Evolved –

Proactive Engagement and Software as a Service

(SaaS)

Presented by: Luke Behrmann

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Where did we come from and where are we going?

An African mobile phone success story

The impact of mobility is clear…

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

The cloud is the keyThe contact centre is evolving - many organisations are unable or not willing to invest capital into the contact centre technologies.

How do we overcome the challenge and reduce costs and provide access to technology on an operating expenditure model?

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Co-hosted

Hosted

Software as a Service

What is the cloud?

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Automation

Qualifying the call before engaging the expensive resource.

How can proactive contact methodologies save investments in human capital?

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Automation – a success story

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Pre- developed - customizationWhat is the application-based model for automated services and how does this save money?

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Applications:

Collections

Surveys

Verification

Medical authorisations

Appointment reminders

Welcome calls

Examples of applications, rapid application deployment and subscription models

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

RAD

What is it?

How does it fit our requirements?

Rapid Application Deployment

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Why subscribe?

Transactional billing

Subscription Models

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

According to Forrester’s 2014 customer service trends:• Customers demand omni-channel service• Customers expect outbound notifications• 67% of customers use web self-service

knowledge to get help

• 29% of enterprises planning to invest in proactive communications in next 12 months

• Organizations will be seeking help around domain expertise and compliance regulations

• Customer service organizations are adopting SaaS solutions for agility

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Omni-channel and context sensitive routing leveraging cloud-based solution.

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

1. Losing your customers as your competition is

overtaking you

2. Becoming slower and slower to adapt to new

emerging channels (Twitter, Facebook, WhatsApp, …)

as you cannot keep up

3. Wasting money as On-premise deployments cannot

stay cost-efficient

4. Headcount needed for more sophisticated tasks are

used for outbound campaigns that can be automated

without sacrificing customer experience

5. Missing an opportunity to involve your customers in

improving your business

If you do not embrace outbound communications, Omni-channel engagement, proactive self-service, the SaaS model, you risk…

©2013 Ocular Technologies (Pty) Ltd. All rights reserved rev: Mar 2013

Thank you.To recap•How to reduce capital expenditure and time spent implementing contact centre technologies.•What automation is available to optimise process flow in the organisation and allowing reduction or redeployment of head count.•How an application based model will optimise investment in technology•How do customers want to engage, how do we manage that expectation and meet or exceed it.