Scale or FailLeveraging Cloud Delivered Desktops to Grow Your Contact Center Rapidly

Presented by:Brian ReddenDoug DekerBrady Ranum

November 16, 2016

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Company Overview & Recent Milestones Background & Introductions Contact Center State of the State

─ Maintaining Competitiveness in an Evolving Space The Answer is in the Cloud Key Use Cases & Benefits for Contact Centers/BPOs BPO Case Study Q&A

Agenda & Participant Reminders

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Introductions

Brian ReddenCEO

Call Center Optimization Group

Doug DekerPresident

Call Center Optimization Group

Brady Ranum Vice President of Product & Strategy

Dizzion

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Who is Dizzion? Founded in 2011 in Denver, CO, we are solely focused on

end user computing Dizzion is helping companies gain greater control over

their data while providing employees the flexibility to work from any device, anywhere

We have mid-size to enterprise level customers across the world representing various industries including business process outsourcing, healthcare, technology, financial services and insurance

We are changing the way the world works!

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Who is CCOG? Founded in 2015 in Frisco, Texas

CCOG aids businesses with their contact center operations and customer experience

Vast experience enables us to quickly evaluate companies’ current capabilities and systems and construct a detailed course of action to get businesses running optimally more quickly

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Contact Center State of the State

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Increasing Customer & Consumer Demand

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The Customer is Still King!

Customer expectations are higher than evero By 2020, customer experience will overtake price and

product as the key brand differentiatoro 75% of customers believe it takes too long to reach a

live agent (Harris)

Downstream pressures for service providerso Ability to scale up quicklyo Cost control and optimizationo Innovating through technologyo Easy to do business witho More productivity per agent

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Data Safety is a Growing Concern Consumers and customers alike are demanding greater

levels of securityo Payment card data, personally identifiable information (PII),

health records, and more

Evolving compliance standards (PCI, HIPAA) In the U.S., the average cost of a data breach was $6.53M

in 2015

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Evolving Competition for Providers

Legacy tools, systems Aging equipment Geographically dispersed

workforce Traditional brick and

mortar presence

“Born in the cloud” Faster to adopt new

technology Smaller “mom and pop”

providers Easier than ever to startup

Large Providers Small Providers

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The Impact of Seasonality

Seasonality is a huge driver and growth opportunity o Retail season: Winter holidays and misc. holidays such as

Mother’s Day, Valentine’s Dayo Health insurance open enrollmento Tax seasono Promotional campaignso Short-term contracts for quick revenue

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Obstacles to Scaling Quickly Optimizing in-house IT resources/legacy solutions Managing a work-at-home staff or third party contractors Endpoint security concerns Time required to hire, provision and fully train staff in

various locations

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What Does Your Competition Know?

The answer is in the cloud!

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Cloud Technology/SaaS-based Approaches Drive Business Agility:o OPEX vs. CAPEXo Decision Making Speedo Increased Collaborationo Flexibility

Taking Advantage of the Cloud

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Virtual Desktops Can Enable Business

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Improved End User Management

SECURE COMPANY DATAOver 100 user controls to regulate users’ ability to transfer data. Multiple layers of security.

DEVICE AGNOSTICAccess via desktops, laptops,tablets, thin/zero clients andeven smart phones. Ideal for BYOD and Work@Home programs.

CENTRALIZED MANAGEMENTRapid user provisioning andmodifications in minutes, not days. Automated operatingsystem and application updates and patches.

USER EXPERIENCE CUSTOMIZATIONPersistent or concurrent desktop configurations. Can be customized according to role, group or campaign.

PREDICTABLE MONTHLY COSTShift OPEX to CAPEX and gain ability to quickly add/remove desktops to meet business needs.

APP INTEGRATIONSoftphone telephony integration and 720p video compatibility.

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Over 100 access control attributes provide the ability to restrict access to systems, applications and data by user type.

Security standards can be implemented and maintained much more easily – can be controlled at the active directory level

More Control & Security

Control Attribute Examples: Control User Administrative Rights Deny printing (local, network, screen) File and Folder redirection Shut off USB access Turn off copy and paste Control User and Computer GPOs (group policy objects)

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Meet PCI & HIPAA compliance requirements Work@Home, BYOD, third party contractors and remote

employees pose a huge compliance risk. Better control attributes that are easier to deploy help control all situations.

Solutions with a PCI ROC and HIPAA LOA handle much of the compliance heavy lifting

Easily Solve for Compliance Standards

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Server provisioning Storage Network configuration Load balancing Patching and updates Backup/disaster recovery Monitoring Hardware break-fix

Focus on Innovation, Not Support

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Emerging Use Cases for Contact Centers & BPOs

WORK AT HOMEExpand hiring pool outside of geographical constraints. Reduce exposure with greater security.

M&A INTEGRATIONMaintain productivity while unifying disparate workforces, applications and systems.

COMPLIANCEExpand reach and service more customers by meeting standards such as PCI DSS and HIPAA HiTech.

BYOD INITIATIVESDeliver a consistent experience regardless of device and avoid hardware costs.

THIRD-PARTY CONTRACTORSProvide critical applications while securing sensitive data and corporate IP.

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Value for Contact Centers & BPOs

IT Optimization“Support calls

down 85%”

Work @ HomeSecuring remote

agents

Training Rooms“I don’t have to reimage daily”

PC RefreshesExtended the

life/avoid refresh

Boot Time“Reduced agent

login time by 6.5 minutes 2x a day”

Power Savings“Saving us $17K

a month”

Agent TurnsAgents supporting multiple clients on the same device

Moves/Adds/Changes

Stay ahead of business demand

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BPO with Global IT and Agent Operations 22% reduction in monthly cost per desktop/agent 18% increase in agent efficiency A $300K two-year budget reduction Significant increase in ability to handle overflow and

seasonal requirements Increased flexibility for training space through near-

instantaneous reimaging of training desktops.

BPO Case Study

Confidential and Proprietary | Copyright Dizzion, Inc.

Question & Answer

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