CONTACT CENTER TRENDS 2014

1. Contact CenterTrends
Sigal Russin, CISO
Senior Analyst at STKI
sigalr@stki.info

2. Sigal Russin’swork/ Copyright@2014
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What are you getting:
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123456

3. Sigal Russin’swork/ Copyright@2014
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Cloud Status
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Source: information week

4. Sigal Russin’swork/ Copyright@2014
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Business Benefits
Improved business agility
Lower total cost of ownership
Decreased capital expense
flexible scaling
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5. Sigal Russin’swork/ Copyright@2014
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* In percent

6. Sigal Russin’swork/ Copyright@2014
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7. Sigal Russin’swork/ Copyright@2014
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Cloud Contact Center Concerns
•Security–authentication, back-up, e encryption and secure user/password processes, regulation.
•Performance-quality, availability, inconsistency, bandwidth available and latency, Send critical signals such as SIP, XML, CTI .
•Resilience and Business Continuity-back–up or mirrored location, recovery and resilience.
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8. Sigal Russin’swork/ Copyright@2014
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Performance & Security
•Time out intervals
•Distributed denial of service
•Data theft
•Trial and error break in
•Bank cards fraud
•caller ID attack against system (CLI spoofing)
•Voice biometric attack
•Telephone Switch attack
•Phishing Attack –man in the middle
•OS compromise
Source: https://www.brighttalk.com/webcast/288/31879
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9. Sigal Russin’swork/ Copyright@2014
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Vendor selection
•Performance
•Resilience
•Capability
•Freedom
•Hosting center
Voice quality of VoIP
•VoIP quality and performance
•Dedicated connections
•Prioritiseyour voice over data traffic
Security
•Policies and procedures
•Hosting environment
•Network design and access
Don’t Forget!
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10. Sigal Russin’swork/ Copyright@2014
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Insights from Customer Roundtable UC
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Maintaining the current UC infrastructure is complicatedbecause many vendors are involved
Different organizational culturescan lead to failure or success in UC projects
LYNC market share is very strong in Israel because most of the organizations Microsoft based. But what about IPTEL with LYNC?
Cross organization projects that can optimize work and changeorganizational culture

11. Sigal Russin’swork/ Copyright@2014
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Evolution of channel strategy
Single
Channel
Multi
Channel
Cross
Channel
Omni
Channel
Several channels, with a possibility to switch between them (But the company needs to work very hard to enable this type of switching).
The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”.
Several channels, customer experiences each channel as independent. Silos of data (sometimes combined via DW). The company’s business operations for each channel are separate.
One main channel for interactions
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12. Sigal Russin’swork/ Copyright@2014
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Source: STKI 2013
Channels –new ones on top(not instead!) of old ones
Customers continue to use same old channels
But are also staring to use (additional) new ones
Source: Forrester 12

13. Sigal Russin’swork/ Copyright@2014
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Thank You!
Sigalr@stki.info