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7To learn more, go to:

www.TeleTech.com

Contact Centers

THE TOP

Premise-Based cloudwhen comparing considerations

versus

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Research overall contact center spend in the cloud versus from peers.

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Get a complete breakdown of the operational costs differences, as well as the cost benefits between cloud versus premise-based.

3

Breakdown Get

ROI

the

on

2

4

Opex EXAMINE

CapexVERSUS

One of the greatest financial advantages of shifting to a cloud contact center is the benefit realized by shifting from capital expenditures (capex) for software servers, etc. to an operating expenditures (opex) model.

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TeleTech research reveals an 8-to-22 percent improvement in FCR rates when using a cloud contact center.

(FCR)

LowerFirst ContactResolution Rates

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Cloud platforms enables the ability to send customers to the agents who offer the right set of skills to resolve their issues, resulting in increased customer satisfaction and lower customer abandon rates.

Customer

Rates

ContactAbandon

Flatten5

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According to Aberdeen Group, cloud contact centers experience less downtime (2.4 hours versus 3.7 hours per year) than companies that rely on a hodgepodge of heavily patched legacy systems.

Uptime

BusinessImpact

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TeleTech’s research finds that most companies realize a 3 percent to 5 percent reduction in IT headcount by moving to the cloud.

IT Reduction

RESOURCES

IN

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www.TeleTech.com

To learn more, go to:

www.TeleTech.com