Tested Strategies for Greenfield Cloud Deployments.

Rich with the opportunity to avoid common pitfalls, a new cloud contact center deployment can be designed specifically for the agility and advantages only a “born in the cloud” solution with pure SaaS toolkits can offer. Enterprises planning a greenfield strategy have a unique opportunity to leapfrog the competition, build something that better empowers agents, brings a unified customer journey that delights more customers, and ultimately drives measurable business outcomes with a built-in success management program.

Tools of the last generation were difficult to implement and expensive to obtain–these on-premise deployments stalled and even after installation, the configuration complexities induced massive headaches. These barriers made the solutions attainable only for the largest enterprise contact centers with deep pockets and resources. Pure SaaS tools have emerged now for the enterprise contact center space that levels the playing field, enabling both small and large greenfield cloud contact centers to deploy capabilities previously only accessible by the largest contact centers; now these best-in-class tools are available at a per seat ticket price and no minimum investment required to started.

Whether you start with 100, 1000, or 100,000 agents, a fresh start with the right tools and a modern set of vendors can allow you to achieve what only the largest contact centers could achieve just a decade ago, and with little to no professional services required to get started.

This case study features real-world greenfield deployments that our customers have achieved spanning multiple industries and scales. Reviewing the benefits shared across these vastly different deployment scenarios speaks to the rich landscape of opportunity available.

The following three greenfield cloud customer deployments are drastically different in industry and scale, however, they each share in results achieved. A situation overview for each:

Digital-first, with day one value: A new digital-first bank in competition with large, traditional banks sought to establish a competitive advantage by delivering transformative customer experience for a 500-agent contact center launch. To create a harmonious customer experience, they deployed a full suite of capabilities in the cloud that would allow them to have a full picture of the customer journey from day one. They combined Survey Dynamix, Genesys Cloud, and Salesforce CRM, all supported and integrated by SuccessKPI to unify analytics with a single source of truth of the customer journey. This fabric of analytics enabled the bank to see and manage journeys across channels and to reconcile agent conversation sentiment and actions recorded in the CRM in the context of customer outcomes and survey inputs.

Advanced CX for emerging contact center: A 20 contact center had a new executive take lead and immediately wanted to simplify the contact center’s workflows by replacing legacy era set of systems with new tools that would not require technical staff. Moreover, they saw the value of AI/ML in providing a competitive advantage in their ability to position for customer focus. They brought enterprise-level thinking to the table and acquired a suite of next-generation tools to deliver a better experience for customers and agents alike. They knew they needed to take the pulse of the customer and understand their full multi-channel journey through integration of survey data, chat, voice, and email. The USAN Contact Suite based on Amazon Connect and SuccessKPI were selected to deliver on this vision. Completely up and running within four weeks, the ease of deployment was a headline in their project. The deployment included custom reporting, real-time and historical analytics, custom QM scorecards, and a robust AI/ML-based speech and text analytics program.

Orchestra of technology and transactions at massive scale: A large scale, 20,000-agent contact center uncovered the need to implement a greenfield solution due to a national emergency addressed by a large federal government agency that required SMS, voice, and intelligent virtual assistants in one platform. A concert of vendors and reporting solutions brought vastly different reporting systems and structures. Cloud systems were integrated spanning from Twilio chat, Interactions IVA, Genesys Cloud, Microsoft Dynamics, Workday HR systems and more. SuccessKPI ingested, normalized and tracked individual conversations and processes across SMS, IVA, and live phone calls in order to provide a 360-degree view across channels. Key insights were derived through exploring cross-channel analysis and splicing insights by factors like demographics and geography.

Five primary benefits shared by greenfield cloud customer deployments:

1 Multi-channel analysis and action becomes reality 

Omnichannel has earned a reputation for being more theory than reality. Though the value of a holistic CX journey is undisputed, technology has typically failed to make executing that practice a reality. Particularly with today’s evolving environments, including a variety of channels that contain both structured and unstructured data, the complexity is significant and the paths to solutions have been limited in past projects.

SuccessKPI’s Insight and Action platform makes solving this multi-channel conundrum finally possible and approachable with immediate time to value.

A true 360 view of the customer is required and possible. Enter a platform that is vendor agnostic, that can leverage the power of a rich BI-layer and data lake that can bring structure and unity so contact centers can leverage historical and real-time information across any data source– all within one unified framework.

Many contact centers struggle to even move from voice to chat, but when you start with a modern, vendor agnostic conversation analytics platform with multi-channel reporting capabilities that exist out-of-the box, you unlock unlimited potential. Designed specifically for this multi-channel requirement, the reporting brings all your channels into one view.

“We not only had a real time pulse about caller sentiment, but we easily setup automated actions based on topic and sentiment to drive improvements to Customer Experience.”
HEAD OF CUSTOMER EXPERIENCE, DIGITAL FIRST BANK

2 AI-Based speech analytics bring immediate value through action

Previous generation tools required you to create grammar sets and rules and a seemingly endless amount of other manual setups before the tool would provide value. This barrier to value set these tools up to fail their potential due to lack of resources, or only reach their value through significant time investment.

With a modern AI transcription approach for speech to text, your keywords and phrases are detected immediately using a topic library shared in the cloud. You no longer have to spend weeks and months waiting for the speech science team to deploy your first use cases. Topic libraries shared in the cloud offer a quick start. And custom topics can be built by day-to-day uses using point and click easy-to-use interfaces.

Across all three customer examples highlighted above, the contact centers leveraged SuccessKPI’s AI-powered speech and sentiment analytics engines to deliver an immediate view of what was being said in customer inquiries, and sentiment engines helped decode what was felt across disparate transaction types. The AI engine enabled reporting on the aggregate view of customer conversations and with filters possible by topics, themes, actions, sentiment, and third-party data inputs. Whether 10, 500, or 20,000 agents are in your center, immediate activation coupled with powerful automation enabled by SuccessKPI’s Playbook BuilderTM put analysis into action.

3 Putting employee experience at the forefront with fair and scalable quality management

Quality management (QM) was once a laborious and unattainable project for the contact center. With contact centers fielding even millions of calls a day, QM quickly becomes unscalable for humans. Due to the time and expense, most enterprises end up only reviewing a fraction of their calls as low as <1 percent.

With SuccessKPI, QM is made easy, automated, and scales at the flip of a switch to as many as 100 percent of calls. It is tightly integrated with reporting and with the robust speech analytics layer. Automation, process management tools, a 360-degree view and machine learning are brought together in concert to capture a more comprehensive view of the team.

“Agents used to get very generic feedback. Now they get real, actionable help.”
TERRY LANG, EDCOR, DIRECTOR, CUSTOMER EXPERIENCE

For manual scoring, automated transcripts are presented with agent screen views and live call recordings annotated with visual cues. The call recording player features topics, sentiment, overtalk, silence, hold time, and other actions to give a fast snapshot of each interaction.

The AI engine not only flags topics, sentiment, and filters calls, it does it in real time. Quickly scored calls with fully configurable scorecards are easily completed with a pull-down menus and radio buttons. Speed is bolstered by AI-powered autofill. Process management tools keep scorecards moving with prompts for starting and views on completed, submitted, and coached. Agent scorecard views allow you to share not only the score but the actual call with the agent including footnotes of your feedback. Feedback sessions and coaching are logged for future analysis and compliance needs. Reviewing calls at scale creates a better working environment for agents where they previously may have been or felt unfairly judged based on a small fraction of work.

To complete the understanding of contact center performance, all automated and manual QM score details flow into the data warehouse with row-level detail, powering 360 reviews across all staff and data points relevant to the business. Having a powerful QM tool that is fully integrated and fully imbued with AI, search, and visual cues directly saves supervisor time and enhance their ability to do more work, so that they can complete it more fluidly and create a superior environment that empowers your supervisors and agents to improve customer experience.

Such powerful QM capabilities drive higher compliance, reduce cost, increase coverage, and ensure quality feedback makes its way to your agent populations at any scale.

The results speak volumes: One large-scale customer experienced a 30 percent reduction in staffing costs for quality management and supervision.

4 Sometimes you get more than you bargained for

With a greenfield deployment, it is natural to start by replicating on-prem reports and functions to reach parity. Without the ability to better analyze your data, you don’t always know what you want next. With the power of a proper BI tool, your management team can design the reports they need from scratch. And live data discovery can allow your analysts to draw their own conclusions by integrating data across QM, Speech analytics, contact center data, HR systems, and CRM inputs. Data can be customized into any number of views for real-time and historical reporting and analysis. Custom reporting with holistic and integrated data sources allows you to evaluate business processes and outcomes like never before.

5 No more queues with IT

With a modern platform deployment approach, you don’t need to wait on IT. In the past you would have to wait on IT or Data Analysts to combine data sets and sources, taking months to get answers to questions that demand real-time answers. When you deploy pure SaaS analytics with open APIs, you can leverage information across tools immediately without waiting for IT to create data sets and combine them. For example, if you have a SaaS CRM and a SaaS survey system such as Salesforce or Survey Dynamics, their APIs can send extracts which can be immediately consumed in the data layer and combined with the other datasets to get a more complete view of your business. With the power of BI in a business user-friendly platform, contact center executives now have immediate access to view, understand and, use the data to drive strategy.

SuccessKPI’s customers have experienced immediate value with rapid deployments and activation of insights across actions in business processes.

Day one value: Born in the cloud, the digital first bank was poised to quickly get value from their greenfield deployment. They integrated surveys and speech analytics on day one!

Four-week deployment: Completely up and running within four weeks, the emerging education industry contact center noted the ease of deployment as a key success.

Anything is possible: A large scale, 20,000-agent deployment was up and running in 8 weeks with 360-degree view across channels.

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This case study features three real-world greenfield deployments that our customers have achieved spanning multiple industries and scale.

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