Companies of all sizes can benefit from hosted contact center solutions. This presentation explains how hosted solutions are easily provisioned and maintained, provide an appealing alternative to the inflexibility of premise solutions, and allow enterprises to take advantage of cutting-edge technologies without maximum investment. View this presentation to learn the benefits of the cloud-based contact center concept and the major differentiators for hosted contact center architectures.

1. WHY MOVING YOUR CONTACT CENTER
TO THE CLOUD IS THE WAY TO GO
For more information please visit our website: www.usan.com
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2. MEET THE PRESENTERS
Harry Miller Tad Thompson
Chief Operating Officer Senior Director of Enterprise Sales
USAN, Inc. USAN, Inc.
For more information please visit our website: www.usan.com

3. TODAY WE WILL
EXPLORE:
‣ The changing contact center industry
‣ Who can benefit from a cloud based solution
‣ What are the Benefits of The Cloud
‣ Is The Cloud right for you?
For more information please visit our website: www.usan.com

4. THE CHANGING
CONTACT CENTER INDUSTRY
With technology advancement comes new development
For more information please visit our website: www.usan.com

5. NEW FEATURES AND CAPABILITIES
‣ Diverse infrastructures
‣ New channels
‣ New technology
‣ Training
For more information please visit our website: www.usan.com

6. NEW WAYS OF DOING BUSINESS
‣ Unifying dispersed agents
‣ Enhanced management tools
‣ Reduced costs and increased
productivity
‣ Utilize new sales and service
channels
For more information please visit our website: www.usan.com

7. HOSTED IS BECOMING
TOP OF MIND
“ [Hosted] Seat counts grew by 26.3%
between 2008 and 2009, and by an
even more impressive 42.4% between
2009 and 2010. DMG predicts the
hosted contact center infrastructure
market will grow by 25%, 20%, 18% and
18% each year from 2011 to 2014,
respectively.
DMG Consulting 2001
2012 Hosted Contact Center
Infrastructure Market Report
For more information please visit our website: www.usan.com

8. WHO BENEFITS FROM
THE CLOUD?
The best candidates are:
• Rapidly growing companies
• Enterprises grown through acquisitions
• Business with capital constraints
• Organizations with multi-site centers
• Requirements for work at home agents
• Variable demand needs
• Small/Medium companies needing
advanced services
For more information please visit our website: www.usan.com

9. CLOUD vs. PREMISE
For more information please visit our website: www.usan.com

10. COST
CLOUD PREMISE-BASED
Pay as you go / per transaction Pay before you use
Shift from CAPEX to OPEX Focus on CAPEX
Reduced operating expense Steady operating expense
Eliminate end of life concerns End of life remains a concern
Access to new technologies New technologies must be purchased
TCO is favorable TCO is debatable
For more information please visit our website: www.usan.com

11. SCALABILITY
CLOUD PREMISE-BASED
Business owners continue to determine
functionality requirements Functionality determined by vendor
Access to additional resources and best practices Paid access to resource and best practices
Common management and reporting Proprietary reporting
Facilitates knowledge and personnel transfer
between business units
For more information please visit our website: www.usan.com

12. FLEXIBLE TECHNOLOGY
INTEGRATION
CLOUD PREMISE-BASED
Access to new and comprehensive functionality Access to enhancements is expensive and time-
without investing a lot of time and money consuming (potential down-time)
Network technology and provider options Limited technology and provider options
Utilize hosting provider, enterprise and other third
Self-reliant on existing resources
party resources
For more information please visit our website: www.usan.com

13. FLEXIBLE TECHNOLOGY
INTEGRATION
True
Myth Some hosted vendors have
Hosted Solutions are trouble with this
NOT flexible for
integrations
False
Some hosted vendors have
trouble with this
For more information please visit our website: www.usan.com

14. RELIABILITY
CLOUD PREMISE-BASED
Geographically dispersed systems and Redundancy possible but with additional purchases
redundancy strategy and investments
Deep security infrastructure Limited to existing capabilities
Single point of contact for trouble resolution Self-reliant on in-house expertise or vendor support
Capacity and network management Limited to existing availability
For more information please visit our website: www.usan.com

15. CARRIER NEUTRALITY
CLOUD PREMISE-BASED
More effective capacity planning and trouble
management processes Limited to existing infrastructure
Redundancy and survivability delivered at
carrier-grade standards when connected to a Limited to existing infrastructure
provider’s multi-node platform
Ensure adequate capacity for contacts on
Limited to existing infrastructure
their networks
For more information please visit our website: www.usan.com

16. VOIP/TDM
Whatever protocol works best for your business
‣ Legacy TDM
‣ VoIP
‣ Multiple types of Compression
For more information please visit our website: www.usan.com

17. DEMONSTRABLE ROI
‣ Research projects ROIs of 20 to
50% depending on individual
business environments
‣ USAN analyzes existing call
center infrastructure to create
a custom cost comparison and
projected ROI
For more information please visit our website: www.usan.com

18. IS THE CLOUD RIGHT FOR YOU?
Ask yourself:
• Is our premise-based solution
still meeting our needs?
• Do we need more flexibility?
• Do we need additional
capabilities?
• Do we have the expertise to
leverage new technologies and
contact channels?
For more information please visit our website: www.usan.com

19. WHY MOVING YOUR CONTACT CENTER
TO THE CLOUD IS THE WAY TO GO
QUESTIONS
3080 Northwoods Circle
Norcross, GA 30071
+1 770.409.2441 for Sales
www.usan.com | sales@usan.com
For more information please visit our website: www.usan.com