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Customer Personas
CIO Up to 40% say IT doesn’t meet current needs and nearly
80% say current systems won’t meet future needs
23% drop in direct
ownership models 2015 Global Contact Center Benchmarking Summary Report
34% of contact Common Concerns • Empower the Business (provide the best tools)
centres are planning • Reduce Complexity
for a hosted solution • Security and Scalability
• High Availability/Reliability/Redundancy
Business Value • Easy to Deploy and Manage
• Hosted
• Omni-channel
Leading Questions • How easy is it to scale your solution today, e.g. seasonal
fluctuations?
• Is your existing solution delivering what the business needs?
• What plans do you have in place to meet future customer and
business needs?
Typical Objections • Security – in the Cloud
• QoS guarantees when delivered across the WAN
• Risk -Having all your eggs in one basket; migration; support
