Tell us about your organization and role, and provide details about your environment. This information will be used to prepare a customized analysis that will help you better understand the financial impact and benefits of Windstream Enterprise.
Select the solution (or solutions) you are interested in. When complete, select the arrow to advance to the next page.
Unified Communications Details
Provide us with some information about your company/organization so we can understand your UC requirements better and provide accurate and detailed savings calculations. Tell us about your employee mix and salary. The salary is a fully loaded salary and is already scaled based on the industry you selected.
Fill in the number of locations you currently have, both main and branch office sites.
Also, tell us about your current usage with your current Unified Communications system. This will allow us to compare the Windstream Enterprise UC solution versus your current system.
Contact Center Details
Provide us with some information about your company/organization so we can understand your contact center requirements better and provide accurate and detailed savings calculations. Tell us how many agents are employed, their daily hours of work and salary. The salary is a fully loaded salary and is already scaled based on the industry you selected.
Tell us about the needs you have for a contact center in the cloud and your current customer details.
Unified Communications Challenges
Select your current unified communications challenges, to focus the analysis on what matters to you most. You must select an answer for all challenges. When finished select the see how you compare button to see how you priorities compare to those of your peers. You may flip back and forth to view the comparisons and change your answers. When you are finished, select the arrow on the right to continue.
Contact Center Challenges
Select your current contact center challenges, to focus the analysis on what matters to you most. You must select an answer for all challenges. When finished select the see how you compare button to see how you priorities compare to those of your peers. You may flip back and forth to view the comparisons and change your answers. When you are finished, select the arrow on the right to continue.
Potential Business Value from WindStream UCaaS
You can explore all savings opportunities with this analysis tool. All sections are selected automatically based on the areas of interest that you selected and the top and high priorities from the assessment questions.
You can turn off sections by clicking on the checkbox for each section.
Tap or click the icon to read about each savings opportunity and learn more about the value of specific Windstream Enterprise solutions. As you explore each opportunity, your potential benefits will be tallied automatically when you return to this benefits summary page.
When you are finished exploring each section, click on the right arrow to see your benefits summary and calculate your ROI.
Potential Business Value from WindStream CCaaS
You can explore all savings opportunities with this analysis tool. All sections are selected automatically based on the areas of interest that you selected and the top and high priorities from the assessment questions.
You can turn off sections by clicking on the checkbox for each section.
Tap or click the icon to read about each savings opportunity and learn more about the value of specific Windstream Enterprise solutions. As you explore each opportunity, your potential benefits will be tallied automatically when you return to this benefits summary page.
When you are finished exploring each section, click on the right arrow to see your benefits summary and calculate your ROI.
UC Schematic
UC Schematic
CC Schematic
CC Schematic
Business Value from Windstream Enterprise
This page shows the total of all the benefits of the Windstream Enterprise solution. If you selected both UCaaS and CCaaS, use the button at the bottom to see the totals for both solutions.
The benefit realization schedule allows you to specify a rollout plan or a delayed benefit realization.
Investment and ROI
Companies often require an estimate of Return on Investment (ROI), Net Present Value (NPV), and Payback Period for projects that require a capital investment. This page provides an estimate of these numbers based on your input.
All values in the investment table default to $0. Override each value with information about your project to see Your ROI.
Definitions
Return on Investment is a performance measure used to evaluate the efficiency of an investment. ROI measures the amount of return on an investment relative to the investment’s cost. To calculate ROI, the benefit (or return) of an investment is divided by the cost of the investment, and the result is expressed as a percentage or a ratio.
Net Present Value (NPV)is the difference between the present value of cash inflows and the present value of cash outflows. NPV is used in capital budgeting to analyze the profitability of a projected investment or project.
The payback period is the length of time required to recover the cost of an investment. The payback period of a given investment or project is an important determinant of whether to undertake the position or project, as longer payback periods are typically not desirable for investment positions.
Windstream Enterprise CCaaS helps Empereon Marketing capitalize on new business opportunities
For Empereon Marketing, a leading provider of end-to-end contact center services, delivering consistently great customer experiences on behalf of their Fortune 500 clients is paramount to success. To confidently pursue strategic and time-sensitive opportunities, Empereon needed a contact center solution that could ensure flexibility, reliability and cost efficiencies—now and in the future.
Windstream Enterprise Contact Center as a Service Helps Start-up Healthcare Insurance Provider Compete with Giants
Community Health Options is a new kind of healthcare insurance company—a nonprofit, member-driven “Consumer Operated and Oriented Plan” (CO-OP) that provides comprehensive health insurance benefits to individuals, families and businesses. Operating in Maine and New Hampshire, Community Health Options provides affordable, high-quality health benefits to their 82,000 members.
UCaaS Helps Propel Leading School District to New Heights
Nestled within Kannapolis, NC, and encompassing parts of Cabarrus and Rowan counties, Kannapolis City Schools (KCS) is made up of nine schools, two administrative buildings, 447 employees and 5,500 students. KCS is one of North Carolina’s leading school districts, featuring a highly acclaimed Science, Technology, Engineering and Math (STEM) Academy, partnerships with the NC Research Campus, an innovative online learning program and highly effective teachers who have earned state and national recognition.
Windstream Enterprise moves an enterprise-class contact center to the cloud for a major energy services provider
As one of the largest retail providers of electric, natural gas and home services in North America—with its parent company based in Europe—a major energy services provider processed approximately 1.3 million calls per month for sales and customer service. The Company views every call as an opportunity, either to win a new client, or provide great customer service, and has set a goal of first call resolution as a top priority. To deliver on its goal, it came to Windstream Enterprise for an advanced contact center solution. A long-standing relationship and multiple successes deploying Windstream Enterprise network services with City Communications secured the motivation to move forward.
The Masiello Group is Propelling Growth & Connectivity with UCaaS
Headquartered in Keene, New Hampshire, The Masiello Group is a Better Homes and Gardens real estate company with more than 30 locations throughout New England. The Masiello Group, which is celebrating 50 years of business, has become known as the region’s leader in all areas related to the buying and selling of real estate by establishing a great reputation with services and relationships that bring ease, value and comfort to each customer’s real estate experience.
Throughout your interaction with this analysis tool we have been saving your responses and the results of your calculations.
Please click on “Email Report" on this page to have a personalized report sent directly to your email address.
Focus on the core business vs. technology
Every day is an adventure in the business world and managing technology to support that adventure is a fulltime effort. Enterprises are wanting to do more, but are struggling to free up technology resources to do so, as so much time is spent maintaining and supporting legacy systems.
Many organizations we meet with are eager to take the burden of maintenance contracts, software upgrades and technology refreshes off of their staff so they can move these precious resources to more strategic business initiatives and compete even better in the marketplace.
Research indicates that:
Over 77% of annual IT spending is dedicated to “day to day management”, leaving an inadequate budget for innovation (IDC)
18% - the average turnover rate in the US (Compdata)
Only a quarter of CIOs (27%) said senior executives view IT as contributing to strategic business goals (Demonstrating Business Value Report, Service Desk Institute)
On average it costs 30% of annual salary to recruit and train a typical IT team member (AmericanProgress.org)
The impact of IT talent shortages on the business: 9% cited delayed IT projects, 48% cited poor-quality IT projects, and 33% cited missed revenue opportunities (Information Week)
Off load chores from IT and enable them to attend to more critical issues
Free-up IT resources to do more to satisfy business needs, while enabling tighter alignment with business strategies
Not worry about losing certified IT staff, having to hire and replace, ramp up time
Acquire and deploy newer technology confidently, and without burden
Help the businesses grow without time and resource intensive IT build outs.
"UCaaS solutions address these pain points head-on, as the service provider support team does the heavy lifting in terms of back-end deployment and ongoing solution management. " - (Frost & Sullivan)
Unified Communications as a Service (UCaaS) from Windstream Enterprise is a robust, sophisticated solution on a single unified platform hosted in an enterprise-class data center and accessible through the cloud. This customized offering empowers you to focus on your core business goals, eliminate the maintenance and support of communications infrastructure, while we manage your communications needs.
With Windstream Enterprise, you’ll get the latest technology right now without the hassles involved in the upgrade of a premises-based system, reducing the upgrade and new site / acquisition burden on your staff.
Windstream Enterprise can help reallocate precious technology resources to more strategic initiatives, and help to reduce stress on the IT team, helping improve working conditions, reduce staff turnover and avoid the need replacements. As resources are reallocated from managing your UC solution, you regain the productivity of these resources, providing more strategic capabilities, and help to reduce staff turnover and replacement (by reducing mundane system maintenance and administration).
Focus on the core business vs. technology
This calculator shows you how your it labor costs to manage, administer and support your current communication and collaboration system, and the potential benefits to reallocate these resources to more productive and strategic tasks.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Manage uncertainty in budgets & Costs
Your legacy communications system is likely costing you more each year than it should, requiring capital expenditures whenever the system needs to expand or when the solution needs to be replaced.
When you want to add new features to your legacy communication system, or an upgrade is required, a capital outlay must be made (as well as significant labor and resources to effect the change). As you replace legacy system, another on-premise system will require a significant capital investment, and over time, cost 15 to 20% more in total cost of ownership when compared to a cloud based solution.
The funding for these projects can be lengthy and taxing. And because of the "fixed" nature of on-premise communications and infrastructure, you have to guess at the future capacity. Get it wrong and you overbuy and over provision, or underestimate needs and have to go back for more capital budget. Moreover, once the technology is purchased, the company is stuck with it – despite technology advancements or changes in company needs and growth.
Research indicates that:
64% of respondents seek UCaaS to help better fit budgets, which favors OPEX to CAPEX (Frost & Sullivan)
61% indicate that the cost of hosted communications is more predictable (Frost & Sullivan)
Transform the traditional CAPEX intensive model to a ‘pay-as-you-grow’ model
Help control capital expenditures, increase productivity and manage operational expenses
Leverage an OPEX alternative rather than a CAPEX spend to acquire and deploy new technology
Free up capital to support business growth Initiatives and smooth out cash outlays
Avoid the budgeting process needed to allocate and justify extensive capital investments
Move to a predictable cost model, where you know precisely what it costs for additional sites and users
Reduce the total cost of communications.
Windstream Enterprise delivers with managed services to assure better compliance capabilities to all call centers, sites and all agents, including:
Call recording - Recording and archiving calls to provide proof of regulatory compliance, ability to evaluate agent behaviors and provide timely feedback and support
Speech analytics
Screen capture
PCI compliance - insert pauses, inability for the agent to see credit card numbers.
Manage uncertainty in budgets & Costs
This calculator calculates the cost for on-premise UC solution compared to the cost of Windstream Enterprise UCaaS, quantifying the displacement cost opportunity and savings with UCaaS.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Keep the business running and productive
Your communication and collaboration is vital to the business, and must be up and running 24x7 and performing well in order to keep the business running. Unfortunately, many on-premise based solutions experience more downtime and quality of service (QoS) issues than they should.
Research indicates that:
There are 1.6 hours of downtime experienced each week for 59% of the Fortune 500 (D&B)
$181,000 is the average business cost impact for each downtime hour (Aberdeen Group)
$27 billion in revenue loss just in the US from downtime events (Information Week)
A typical organization with 99.9% availability in their legacy communication solution, almost 1 hour of downtime each month (8 hours per year). Applying the average downtime cost of $181k per hour, the typical downtime risks are over $1.5M a year, and is likely higher for most enterprise communication solutions.
Gain extensive infrastructure/application protection
Achieve both equipment and network support
Have attainable and assured SLAs & QoS, especially for the critical network
With Windstream Enterprise UCaaS you can leverages astate-of-the-art, fully redundant IP network, ensuring the highest quality of services:
Utilizes a carrier-grade network with MPLS capabilities
Provides improved QoS for real-time applications, increasing reliability, security and uptime
Utilizes best-in-class, resilient, geo-redundant and highly-secure data centers
Delivers SLAs that provide 99.99% application layer uptime
Offers 24 x 7 remote and onsite monitoring and support
Optimizes performance and scalability to adjust bandwidth speeds as business needs change.
Provides DR by placing UCaaS in a protected data center environment bringing application integrity and minimizing risk
Keep the business running and productive
This calculator shows the current availability and the cost of downtime of an on-premise solution, with the anticipated availability improvements and downtime loss avoidance with Windstream Enterprise UCaaS.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Improve collaboration and productivity
If you are like most organizations, it seems like your teams; collaborations are less than streamlined. The pressure is on to respond faster to inquiries and make business decisions quicker, all to meet ever increasing customer demands and maintain a stellar customer experience.
Research indicates that:
The organization invests $61,829 in salary and $77,904 in fully loaded compensation per average employee (Simply Hired / Alinean)
The typical knowledge worker spends around 80% of their time in meetings or answering colleagues' requests, leaving little time for all the critical work they must complete on their own. (Economist)
The apportionment of collaborative work is often extremely lopsided. In most cases, 20% to 35% of value-added collaborations come from only 3% to 5% of employees. (HBR)
How are your legacy communication solutions helping to improve collaboration for all team members and increase the productivity of your key knowledge workers?
A typical user wastes precious work time trying to reach, communicate and collaborate with teammates. Streamlining and enriching the communication and collaboration process could help improve the number of workers collaborating, while at the same time, reducing wasted time trying to connect and collaborate with the right people.
Deliver transformative capabilities through enhanced collaboration and communication in the cloud
Enable better collaboration and communication across all users and all sites with integrated chat, web and voice conferencing, unified messaging
Delivering the full communication and collaboration experience to mobile users and field workers
Windstream Enterprise UCaaS delivers with:
Enterprise voice
Presence
Single number reach
Directory
Chat
Unified messaging
Soft phone client for desktop, laptop or mobile
Mobility
Audio and Web Conferencing with collaboration
3rd party application integration (like SFDC, Lync, Google Apps)
Improve collaboration and productivity
This calculator shows the improved collaboration and productivity from new features available with UCaaS. Please fill out the percentage of workers that would benefit from the Windstream Enterprise UCaaS features.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Enable new work styles and the new workforce
The new workforce is digitally native, more mobile, work outside of normal business hours and are more geographically dispersed. Unfortunately, your legacy communication solutions may not be keeping up with the demands of this new workforce.
Research indicates that:
Half of the U.S. workforce is now a millennial and digitally native. By 2025 millennials will become 75 percent of the global workforce. (Forbes)
A recent forecast from IDC expects mobile workers will account for 72% of the U.S. workforce by 2020 (IDC)
Telecommuting for work climbs to 37%, with the average worker telecommuting two days per month with 46% of telecommuters doing so during the workday (Gallup)
The percentage of information workers working away from the office at least a few times a month —whether it be from home or while traveling or commuting — is up more than 60% in just three years. (Forrester)
53% of information users use their own personal devices for work (Forrester)
77% of respondents indicate that UCaaS can substantially help the organization to better support a mobile workforce (Frost & Sullivan)
65% indicate UCaaS will help to integrate multiple, geographically dispersed locations economically (Frost & Sullivan)
Failing to keep up means that you will have a harder time recruiting and retaining the talent you need to grow and succeed.
It is vital to support new work styles and a new workforce, or pay the consequences:
an average turnover rate growing to 18.1% (Compdata)
35% percent of the nearly 40,000 employers surveyed globally saying that they are having difficulties finding staff with the right skills (Manpower Group)
More than half (54%) of employers believing their recruiting difficulties will have a high or medium impact on their ability to meet client needs. (Manpower Group)
Have a newer more modern communication and collaboration solution, with the features you new workforce and work styles demand
Have access to continuous upgrades and improvements, without having to perform costly updates and upgrades.
Try out new features before you buy, and commit quickly / painlessly to the users who need these features the most
Easily implement and deploy integrated and new communication and collaboration applications.
Windstream Enterprise delivers with:
Desktop Sharing
Screen sharing and Annotation
Voice and video conferencing
Messaging and Presence- a reflection of consumer messaging / chat
WebRTC - web vs. client = using native browser as a phone, not having to deploy a soft or a hard phone
BYOD
Consistent user experience - once trained, common environment to work in across all users and devices
With a better managed communication and collaboration service, especially one that has cutting edge features today, continuously improves and allows you to try out and add new features on an on-going basis, you will better meet the needs of the more mobile, remote, digitally native workforce, helping to better retain your existing workforce, and provide cutting edge tools to recruit a new generation more effectively.
Enable new work styles and the new workforce
This calculators shows the cost reductions associated with employee turnover.
The current rate and cost of employee turnover, and with UCaaS, better enabling new flexible, dynamic, mobile and app driven work styles to better retain and attract a new workforce. This can help reduce turnover and lower the cost on replacements (should they be needed). This includes: Desktop Sharing, Screen sharing and Annotation, Voice and video conferencing, Messaging and Presence- a reflection of consumer messaging / chat, WebRTC - web vs. client equal using native browser as a phone, not having to deploy a soft or a hard phone, BYOD and Consistent user experience - once trained, common environment to work in across all users and devices.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Increase speed of scale, economically
Change is accelerating for most business.
For some, your organization may be seeking growth through acquisition, new market development, or securing new customer contracts. While growth is good, you, your employees and customers can be impacted negatively, with either antiquated equipment or disparate systems from a variety of equipment providers, and the complexity of adapting legacy systems across multiple sites and expanding geographies.
For others, your industry is changing, being reshaped by digital, driving changes in your sites and strategies, which may be delayed and constrained by your legacy communications.
Research indicates that:
33% of the top 20 market leaders will be disrupted by competitors leveraging Digital Transformation (IoT, Mobile, Social & Big Data) by 2018 (IDC Predictions)
68% rate time to market as a key business differentiator (Coleman Parkes Research)
Organizations can get a 5-20% increase in business value to the organization via faster time to market (CSO Magazine)
Two-thirds of the most innovative companies say innovation is a competitive necessity compared with 19% among the least innovative. And innovative companies are growing at a much faster rate: 62.2% vs 20.7% over the next five years (PWC)
63% of business leaders agree that the cloud can make their entire organization more business agile and responsive - McKinsey Report "Protecting Information in the Cloud"
Up to 80% of IT budgets are tied up in routine maintenance. Cloud frees up IT executives to think and act strategically - Joe McKendrick, Forbes "5 Benefits of Cloud Computing You'r Not Likely to See in a Brochure"
70% of organizations who deployed a premise based UC are considering a migration to the cloud (SOURCE? - from PPT)
With legacy communication solutions, you are constrained from making quick adjustments in response to the changing business demands, delaying the launch of new project / product teams, absorbing a new acquisition, adding a new branch, addressing a promising new territory, or opening a new office or business location.
With on-premise, custom deployments, there is a significant amount of equipment to purchase and configure, a big burden on the IT resources. It is slow to deal with multiple vendors and POs, stage, handle DOAs, setup, configure, test and deploy every time the business adds a site, absorbs an acquisition or adds user groups. As users are added, or in some cases dropped, legacy systems mean you are stuck with the capacity and paying for the infrastructure and licenses, even if they are not being used.
Have a newer more modern communication and collaboration solution, with the features you new workforce and work styles demand
Have access to continuous upgrades and improvements, without having to perform costly updates and upgrades.
Try out new features before you buy, and commit quickly / painlessly to the users who need these features the most
Easily implement and deploy integrated and new communication and collaboration applications.
Windstream Enterprise delivers with:
Desktop Sharing
Screen sharing and Annotation
Voice and video conferencing
Messaging and Presence- a reflection of consumer messaging / chat
WebRTC - web vs. client = using native browser as a phone, not having to deploy a soft or a hard phone
BYOD
Consistent user experience - once trained, common environment to work in across all users and devices
With a better managed communication and collaboration service, especially one that has cutting edge features today, continuously improves and allows you to try out and add new features on an on-going basis, you will better meet the needs of the more mobile, remote, digitally native workforce, helping to better retain your existing workforce, and provide cutting edge tools to recruit a new generation more effectively.
Increase speed of scale, economically
This calculators shows the potential financial impact of deploying branch office/sites faster than an on-premise solution.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Better align contact center workers
Legacy call center systems often constrain your ability to manage agent and workflow processes, limiting your agents ability to perform and not providing the flexibility you need to deliver the right customer experience at the right cost.
Research indicates that:
The average call center representative has a salary of $20,705 - $38,528, and a fully burdened cost to the business of $26,000 to $49,000 (Payscale | Alinean)
The average team size is 13 agents (Dimension Data 2016)
Resource-related costs account for 61.2% of the full operating budget for the contact center (Dimension Data 2016)
Contact centers incur $1.57 million each year due to sub-par agent productivity (assuming a 300-seat contact center) (Aberdeen 5)
An inbound agent will spend 70.4% of his/her scheduled work day handling customer transactions. (Dimension Data)
A further 12.1% is spent ‘waiting’ and available for work (Dimension Data)
Agents spend 15% of their time seeking relevant data, needing to browse at least 3 different applications until they find the right content (Aberdeen Group)
85.4% of role profiles are defined and 80.0% competency profiles are aligned to the actual role (Dimension Data 2016)
Over half of teams (51.4%) assisting customers on digital channels have no workforce management targets in place, with inefficiencies directly impacting the bottom line (Dimension Data 2016)
Although most contact centers aim to improve agent productivity, only 21% of companies achieve this goal (Aberdeen Group)
34.9% of contact centers are still without WFM systems, while 36.7% operate without knowledge management systems and 46.4% run without agent analytics systems (Dimension Data 2016)
37% of attrition occurs within the first 6 months of service (Dimension Data)
For new agents and replacements, excluding induction, phone agents need 10.1 weeks to reach full competence, while Assisted-service agents need 9.9 weeks (DImension Data 2016)
Optimize operational performance and reducing costs by managing agent and workflow processes
Ability to bring in contract center workers without regard to location - eg. different locations, home workers
Intelligent Call Routing: Automatically directs customers to the most appropriate agent, enhancing the customer experience
Optimized Call Flows to improve agent performance and customer experience
Consolidate disparate call center systems at various sites to eliminate non-standard systems and capabilities
Handle contact center closures easily, for example snow day coverage
Provide workers across distributed sites and locations into a cohesive agent pool
Central access to call center applications across all sites and agents
More easily pool skill sets for first contact resolution / higher efficiency
Windstream Enterprise delivers with a centralized contact center applications made available via the cloud, across the Windstream network, including the ability to:
Use customer contact data to direct customers to the right channel
Optimize skills based routing
Streamline workflows to balance agent support and demand in order to minimize customer frustration and improve utilization rates
Regular forecasts on the volume of customer case requests
Real-time analysis of customer behavioral data to enable better customer support and service activities
Access to relevant data and real time decision making guidance
Better align contact center workers
This calculator shows the productivity improvement of your contact center workers provided by Windstream Enterprise CCaaS with centralized contact center applications made available via the cloud.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Make regulatory compliance easier and reduce risks
It is often difficult to assure that your contact center is meeting industry compliance regulations cost effectively and with low risk.
Research indicates that:
69% of firms are expecting regulators to publish even more information in the coming year, with 26% expecting significantly more (Thomson Reuters)
Average cost of compliance is $3.5 million for a typical organization (Ponemon)
The average cost for organizations that experience non-compliance related problems is nearly $9.4 million (Ponemon)
86.2% of social media and 79.6% of web chat operations don't automate their planning, tracking, and monitoring adherence (Dimension Data)
What if you could better meet industry compliance regulations and reduce exposure more easily in all sites and across all agents from a centralized managed solution.
Windstream Enterprise delivers with managed services to assure better compliance capabilities to all call centers, sites and all agents, including:
Call recording - Recording and archiving calls to provide proof of regulatory compliance, ability to evaluate agent behaviors and provide timely feedback and support
Speech analytics
Screen capture
PCI compliance - insert pauses, inability for the agent to see credit card numbers.
Make regulatory compliance easier and reduce risks
This calculator shows the cost of regulatory compliance risk and the opportunity to reduce that risk with managed services to assure better compliance capabilities to all call centers, sites and all agents.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Flexibility to meet changing call center business requirements
You want to add a new capability, but your legacy system are costly and constrained, with limited new feature availability, limited integrations, and expensive buy / implement periods in order to enable new functions and capabilities.
Research indicates that:
39.9% say digital systems fail current needs, 41.9% of analytic systems not meeting existing requirements (Dimension Data 2016)
Nearly 80% say current systems won’t meet future needs (Dimension Data)
Average of 9 channels for most by 2017 (Dimension Data 2016)
Mobile app offerings up 61% from 2015 (Dimension Data 2015)
Plans for video chat deployments will see almost a third of contact centres gain this capability (Dimension Data 2016)
Other automated services, incorporating the Internet of Things and proactive automation, will establish a new generation of services available to an increasingly connected and digitally aligned customer market. (Dimension Data 2016)
Digital volumes account for over 42% of all interactions, and are on track to overtake voice by the end of the year (DImension Data 2016)
Phone transactions handled by contact centres fell another 12%, but traffic increases were recorded across almost every digital channel (Dimension Data 2016)
Smart apps are indicated to grow to 54% by 2016, Web chat will more than double to 70%, and Social media is already at 43% (Dimension Data)
Digital channels will drive proactive outbound activity, pre-empting customer needs and reducing costs — 31.0% of respondents have capability now, but this is set to rise to 57.2% by the end of 2016. Proactive automation already comes in third, behind phone and email, for initiating contact on service enquiry updates (17.2%), sales and marketing (21.1%), and default notifications (24.0%). (Dimension Data 2016)
Omnichannel Integration capability set to triple from 22.4% to 74.6% in next two years (Dimension Data 2016)
Proactive automation capability set to rise to 57.2% in next year (Dimension Data 2016)
80.9% of calls are routed via IVR systems, 48.1% pass zero information to agent when customers drop out of self-service (Dimension Data 2016)
60.5% planning for a move to the cloud, with just 23.1% to retain technology on premise (Dimension Data 2016)
What if you could leverage a cloud solution to deliver contact center solutions more cost effectively, with the ability to more quickly pilot or implement new applications and features more rapidly.
Windstream Enterprise delivers a managed service with the ability to:
Cost effectively pilot or implement turnkey applications rapidly, without having to purchase and standup (post call surveys, IVR)
Easily access and enable capabilities across all sites and agents: License on a per user basis, rolling it out to those who need it on a pay as you grow model
Deliver on-demand customized applications based on business needs for the agents
Easily implementing and adding off the shelf applications (eg. credit card activation).
Flexibility to meet changing call center business requirements
This calculator shows how you can leverage the cloud to significantly save over your legacy contact center solution, particularly infrastructure (and related costs) and agent licensing, while at the same time dramatically improving the agility to experiment with and leverage new solutions quickly and cost effectively.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Respond to changes
This calculator shows the cost of change on your legacy system which is costly, constrained and has limited new feature availability. Leveraging the Windstream Enterprise cloud solution to dliever contact center solutions reduces the time it takes to repsond to changes.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Increase visibility to make better business decisions
Your managers, business leaders and executives all need the right metrics and analytics to make good business decisions, however, too often the contact center team focuses on call center specific metrics.
Traditionally the metrics and analytics have been focused on the call center itself, yet the decisions go far beyond just this one-line of the business: requiring marketing and sales engagement on whether meeting customer goals, C-level on how to grow and change to meet financial targets. The next generation of analytics need to advance well beyond call center centric intelligence, enabling the organization better link the impact of CX back to sales revenues, cost reduction, customer loyalty, and employee engagement.
Research indicates that:
50.2% rank analytics as #1 factor to reshape the industry in the next 5 years, but almost 80% currently have no big data capability (Dimension Data 2016)
Only 15% of businesses say that they are truly in tune with their customers and prospects (Aberdeen Group)
46.4% currently run without agent analytics systems (DImension Data 2016)
89.4% measure the quality on phone interactions versus 49.6% on digital interactions, and less again (37.3%) on back office functions (Dimension Data 2016)
Measurement of cost and time per interaction is widely neglected on digital channels: 83.0% track it for phone, but only 66.4% for web chat and 59.2% for em ail(Dimension Data 2016)
Only 34.6% of business analysis systems are integrated across the company (Dimension Data 2016)
48% of businesses struggle from lack of integration across enterprise systems (Aberdeen )
Only 22.4% enjoy full collaboration with the wider enterprise to optimize process design (Dimension Data 2016)
49.3% don’t share customer intelligence outside of the contact center (Dimension Data 2016)
44% of agents aren’t being prompted to identify sales opportunities and only 10% have automated systems in place as majority rely on manual process (Dimension Data)
Only 42.6% can compare sales revenues by contact channel, with tracking of conversion rates even lower at 35.2% (DImension Data 2016)
79.4% of organizations still have no big picture view of interactions across service channels (Dimension Data 2016)
Only 34.2% use analytics to personalize solutions and services and a paltry 23.0% can provide a customized CX based upon user profile/analytics (Dimension Data 2016)
72.3% of organizations that are blind to the decision making stages of customers using their services. This directly impacts revenue and profit opportunities. (DImension Data 2016)
58% of contact centers must process data captured through at least 8 channels, and 48% of customer care executives don't have visibility into the entire customer journey (Aberdeen )
Improve call resolution time and improve all touch points
Get inside the call to understand issues and share success dialogues
Capture customer feedback and needs to shape products and services and address needs more quickly and effectively
Assure your call center is optimized to improve the customer journey and capture more revenue opportunities
Automate follow-up and voice of customer surveys to get feedback and drive further interactions and success.
Windstream Enterprise delivers with
Real time and historical performance reporting
Automating service level management for an agent with industry proven algorithms - autopilot for the environment
Provide metrics on all touch points for the customer journey
Ability to generate business centric customizable reports, to better distill, communicate, analyze and act upon metrics and intelligence
Speech analytics, sampling calls to understand issues, improve coaching, address issues and better service customers
Voice of customer (VoC) surveys to capture feedback and act upon it.
Increase visibility to make better business decisions
This calculator shows the cost of gathering intelligence for business decisions can be reduced by utilizing real time and historical data and automation delivered by Windstream Enterprise.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Meet SLA requirements
You have agreements in place with internal / external customers that require you to answer contacts in certain time frames and meet other performance requirements. Miss the metrics and you may be facing SLA penalties.
Research indicates that:
67.8% forecast an uplift in overall interactions, putting even more demand on the contact center over the next 12 months (Dimension Data 2016)
89.4% measure the quality on phone interactions versus 49.6% on digital interactions, less again (37.3%) on back office functions (Dimension Data 2016)
77.3% is the current first call resolution (FCR) on voice contacts, while 68.6% is the FCR of interactions handled via assisted-service channels (Dimension Data 2016)
The average performance: 76.2% of calls answered within 20 seconds, 6.5% of calls will be abandoned, 14.9% of calls get transferred (Dimension Data 2016)
What if you could assure SLAs are met through better visibility and workload optimization, availability and system performance?
Windstream Enterprise delivers, providing you with the ability to:
Attain real-time visibility into the state of the queues and key contact center performance metrics
Improve call flow optimization
Gain real-time ability to move agent resources to address changing workloads and identified shortcomings (i.e.. weather issues)
Assure the resilience and performance of the call center network, system and applications.
Meet SLA requirements
With non-optimized agent productivity and workflows, and unreliable systems, you may be failing to meet your SLA goals, and incurring penalties as a result. This calculator shows the savings Windstream Enterprise delivers with real-time visibility, improved call flow, and real-time ability to move resources where needed to reduce the impact of SLA issues.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Enhance the customer experience (CX) and journey
Your customers expect to interact with you in the manner they prefer, requiring you to support more channels with expertise. Enterprises that can’t deliver service using the right channel and a great contact center experience risk losing customers and revenue.
Research indicates that:
Some four in five organizations recognize CX – and the contact center – as a competitive differentiator. (Dimension Data 2016)
Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one (HBR 2014)
12-15% of a business’s most loyal customers contribute 55-70% of the company’s total sales (The Center for Retail Management at Northwestern University / crmTrends - 2015)
82.5% of companies recognize CX as a competitive differentiator (Dimension Data 2016)
77.5% recognize CX as the most important strategic performance measure (Dimension Data 2016)
Customer journey mapping has emerged as a top five-year trend, alongside analytics, that will reshape the industry. (Dimension Data 2016)
Just 36.4% can track a customer journey that spans multiple channels (Dimension Data 2016)
Just 17.4% can locate problem hot spots that impact CX (Dimension Data 2016)
Resource libraries to improve the quality of responses
Database dips and screen pops
Post call surveys
Enhance the customer experience (CX) and journey
This calculators shows the cost of losing customers because you can't deliver service that provides the right channels the customer expects and a great contact center experience. Windstream Enterprise delivers with centralized, managed service experience capabilities across all contact centers, sites and agents.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Add and expand your contact centers to address new markets and new business opportunities
To address new business opportunities, you want to expand your contact center, adding new sites and agent groups, however, your legacy contact center systems are constraining your ability to do so quickly.
Research indicates that:
33% of the top 20 market leaders will be disrupted by competitors leveraging Digital Transformation (IoT, Mobile, Social & Big Data) by 2018 (IDC Predictions)
68% rate time to market as a key business differentiator (Coleman Parkes Research)
Organizations can get a 5-20% increase in business value to the organization via faster time to market (CSO Magazine)
Two-thirds of the most innovative companies say innovation is a competitive necessity compared with 19% among the least innovative. And innovative companies are growing at a much faster rate: 62.2% vs 20.7% over the next five years (PWC) This appeared before.
Implement an agile contact center by leveraging the cloud to add agents and sites more quickly
Stand up / stand down a new business / product or service quickly
Address new markets and business opportunities
Flexibly support the geographic locations you need?
Windstream Enterprise delivers the agile contact center, with:
Pay-as-you-go model enabled by a cloud-based contact center
The ability to activate and de-activate licenses as demand changes
Expert management of the CCaaS platform to keep it current and secure
On-demand adjustability of bandwidth and contact center capacity through a single point of contact
Maximized security offered by Windstream Enterprise MPLS for highly secure and reliable network capacity
Add and expand your contact centers to address new markets and new business opportunities
This calculator compares the stand-up costs for contact center expansion and how they can be reduced with Windstream Enterprise agile contact center.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Time to market for contact center expansion
This calculators shows how with Windstream Enterprise agile contact center, the time it takes to stand up a new contact center is reduced, allowing you into the market faster.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Adjust to seasonal and other dynamic demands
Your business is not linear, with seasonal peaks and valleys and dynamic changes in demand. For example:
Research indicates that:
You might have a contact center that is needed for only certain times during the year, and at other times it hibernates.
You may need to stand up a temporary call center for a product / service launch or other one time launch or campaign need
Sometimes you can't predict demand easily, and have to scale up or down quickly to meet demand spikes or slowdowns
Sometimes you need to augment an existing call center with partners, but need to share the resources and systems, and this can be difficult with traditional systems.
What if you could avoid establishing the sites and infrastructure for the peak, and eliminate being stuck with expense for the rest of the year. This means you could just pay for what you need when you need it versus carrying the infrastructure, licensing costs and support / management on-going.
What if you could increase flexibility even further, so during a slow-down or seasonal lull, when you might not need all the full features of your call center you could flexibly enable just what you need.
Windstream Enterprise delivers to better meet dynamic demands with
Standard architectures to quickly setup a site / contract center to quickly bring applications and agents on-line
Pay-as-you-go model enabled by a cloud-based contact center
The ability to activate and de-activate licenses and features as demand changes
Pay the "daily peak average across a month" (including factoring in weekend and 24 hours) versus licensing to specific agents (Avaya-powered only)
Adjust to seasonal and other dynamic demands
This calculator shows how Windstream Enterprise delivers to better meet dynamic demands with the ability to activate and de-activate licenses and features a demand changes.
Use the sliders to adjust your expected benefits. Anything that is highlighted in green and underlines is editable to make the calculator tailored to your exact costs. The majority of the current values were entered on the UCaaS details page in the beginning of the tool.
Create report
Complete the form below and this report will be sent to:
About
This tool was developed by Alinean, a third party consultant.
Alinean ValueStory v7.0 Copyright 2001-, All rights reserved.
Provide us with some information to begin the assessment and properly personalize the analysis to your specific company/organization.
Tell us about yourself
Your role in the organization
(Select all that apply)
What Windstream Enterprise solution(s) are you interested in?
Tell us about your organization
Provide us with some information to begin the assessment and properly personalize the analysis to your specific company/organization.
Number of employees
Main office workers*
Branch office workers*
Home office workers*
Mobile office workers*
Total
Average fully loaded salary for these employees
Expected annual growth in number of employees
* At least one entry required
Number of locations
Main business sites*
Branch office sites (in total)*
* At least one entry required
Current usage
What is your current Unified Communications (UC) system?
Number of users who access audio/web conferencing (concurrently)
Number of IT staff FTEs administering and managing your current communication and collaboration system and infrastructure
Avg. fully loaded salary for IT team members
Could you use, but don't currently provide, 24x7 support?
Contact Center
Tell us about your contact center so we can better understand your requirements.
Number of agents*
Average contact center hours per week
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Total hours per week
* Required Fields
Contact center weeks per year
Average agents concurrently active
Average number of agents concurrently active
Average fully loaded salary for these agents
In the cloud will your contact center have a need for (select all that apply):
Call recording
Speech analytics
Screen capture
IVR/self-service
Workforce scheduling
Multi-channel (chat, email, social, etc.)
Current number of customers*
Current customer turnover
Average cost per lost customer
Number of call center locations*
* Required Fields
Your Unified Communications challenges
Indicate how much priority you place on the following Unified Communications challenges and see how you compare to your peers. Your selection of Top and High priority will focus the analysis on highest priority areas.
None
Low
Medium
High
Top
Accelerate the move to the cloud
Focus resources on the core business vs. technology
None
Low
Medium
High
Top
Manage uncertainty in budgets & costs (CAPEX to OPEX)
None
Low
Medium
High
Top
Keep the business running and productive
None
Low
Medium
High
Top
Advance the business
Improve collaboration and productivity
None
Low
Medium
High
Top
Enable new work styles and the new workforce
None
Low
Medium
High
Top
Grow the business
Increase speed of scale, economically
None
Low
Medium
High
Top
Your Unified Communication challenges
Your priority Unified Communication challenge selections, and how you compare to your peers, with the comparison including the percentage of peers who selected Top and High priority for each challenge.
Your selection
Percentage of peers selecting Top and High priorities
Accelerate the move to the cloud
Focus resources on the core business vs. technology
Manage uncertainty in budget & costs (CAPEX to OPEX)
Keep the business running and productive
Advance the business
Improve collaboration and productivity
Enable new work styles and the new workforce
Grow the business
Increase speed of scale, economically
Your contact center challenges
Provide your priority contact center challenges and see how you compare to your peers. Your selection of Top and High priority will focus the analysis just on those areas of highest priority.
None
Low
Medium
High
Top
Advance the business
Better align contact center workers
None
Low
Medium
High
Top
Make regulatory compliance easier and reduce risks
None
Low
Medium
High
Top
Flexibility to meet changing call center business requirements
None
Low
Medium
High
Top
Respond to changes
None
Low
Medium
High
Top
Increase visibility to make better business decisions
None
Low
Medium
High
Top
Meet SLA requirements
None
Low
Medium
High
Top
Grow the business
Enhance the customer experience (CX) and journey
None
Low
Medium
High
Top
Add and expand your contact centers to address new markets and new business opportunities
None
Low
Medium
High
Top
Time to market for contact center expansion
None
Low
Medium
High
Top
Adjust to seasonal and other dynamic demands
None
Low
Medium
High
Top
Your contact center challenges
Your priority contact center challenges selections and how you compare to your peers, with the comparison indicating the percentage of peers who selected Top and High priority for each challenge.
Your selection
Percentage of peers selecting Top and High priorities
Advance the business
Better align contact center workers
Make regulatory compliance easier and reduce risks
Flexibility to meet changing call center business requirements
Respond to changes
Increase visibility to make better business decisions
Meet SLA requirements
Grow the business
Enhance the customer experience (CX) journey
Add and expand to your contact centers to address new markets and new business opportunities
Time to market for contact center expansion
Adjust to seasonal and other dynamic demands
Your potential business value from Windstream Enterprise UCaaS
Based on the information you provided, the estimated potential annual business value you could achieve with Windstream Enterprise UCaaS. Click to explore each challenge and fine-tune the assumptions to further personalize your business value analysis.
Business objectives
Accelerate the move to the cloud
Advance the business
Grow the business
POTENTIAL ANNUAL BUSINESS VALUE
Accelerate the move to the cloud
Focus resources on the core business vs. technology
Annual savings
Manage uncertainty in budgets & costs (CAPEX to OPEX)
Annual savings
Keep the business running and productive
Annual savings
Advance the business
Improved collaboration and productivity
Annual savings
Enable new work styles and the new workforce
Annual business value
Grow the business
Increase speed of scale, economically
Annual business value
Your potential business value from Windstream Enterprise CCaaS
Based on the information you provided, the estimated potential annual business value you could achieve with Windstream Enterprise CCaaS. Click to explore each challenge and fine-tune the assumptions to further personalize your business value analysis.
Business objectives
Advance the business
Grow the business
POTENTIAL ANNUAL BUSINESS VALUE
Advance the business
Better align contact center workers
Annual savings
Make regulatory compliance easier and reduce risks
Annual risk avodiance
Flexibility to meet changing call center business requirements
Annual business value
Increase visibility to make better business decisions
Annual risk avoidance
Grow the business
Meet SLA requirements
Annual business value
Enhance the customer experience (CX) and journey
Annual business value
Add and expand your contact centers to address new markets and new business opportunities
Annual business value
Adjust to seasonal and other dynamic demands
Annual business value
Empereon Marketing adopts cost-effective solution with Windstream
"I love that Windstream is essentially financing our growth with its ‘pay-as-you-grow' cloud-based OPEX solution," McRoberts added. "We love the ability to scale quickly and to use Windstream resources rather than have to build our own infrastructure. In many ways, Windstream has become an extension of my internal IT department, and without them we would not have been able to meet the aggressive ramp-up timelines required by some of our newest customers."
Bryan McRoberts,
Chief Information Officer
Challenge:
Empereon Marketing realized that its call center growth model needed to change if it wanted to keep up with the company's fast-moving clients.
Solution:
Empereon Marketing selected Windstream's CCaaS solution because it allows Empereon to only pay for those services the company is utilizing. Additionally, Windstream has the ability to offer both the cloud-based CCaaS solution and the underlying MPLS transport services at all of Empereon's locations ranging from Arizona to Pennsylvania. Additiona lly, the transition to Windstream's cloud-based services was simple and seamless for Empereon employees.
Results:
Windstream's CCaaS delivers cost-effective, flexible, scalable cloud-based contact center solutions. As a hosted service, CCaaS allows customers to keep pace with rapidly changing technologies and applications without up-front CAPEX costs. It also allows customers such as Empereon to create custom analytics reports to analyze interactions across multiple channels, providing data for more informed business decisions.
Empereon Marketing adopts cost-effective solution with Windstream
"I love that Windstream is essentially financing our growth with its ‘pay-as-you-grow' cloud-based OPEX solution," McRoberts added. "We love the ability to scale quickly and to use Windstream resources rather than have to build our own infrastructure. In many ways, Windstream has become an extension of my internal IT department, and without them we would not have been able to meet the aggressive ramp-up timelines required by some of our newest customers."
Bryan McRoberts,
Chief Information Officer
Challenge:
Empereon Marketing realized that its call center growth model needed to change if it wanted to keep up with the company's fast-moving clients.
Solution:
Empereon Marketing selected Windstream's CCaaS solution because it allows Empereon to only pay for those services the company is utilizing. Additionally, Windstream has the ability to offer both the cloud-based CCaaS solution and the underlying MPLS transport services at all of Empereon's locations ranging from Arizona to Pennsylvania. Additiona lly, the transition to Windstream's cloud-based services was simple and seamless for Empereon employees.
Results:
Windstream's CCaaS delivers cost-effective, flexible, scalable cloud-based contact center solutions. As a hosted service, CCaaS allows customers to keep pace with rapidly changing technologies and applications without up-front CAPEX costs. It also allows customers such as Empereon to create custom analytics reports to analyze interactions across multiple channels, providing data for more informed business decisions.
Unified Communications business value from Windstream Enterprise
The benefits you can realize over time with Windstream Enterprise UCaaS.
Accelerate the move to the cloud
Year 1
Year 2
Year 3
Year 4
Year 5
Focus resources on the core business vs. technology
Year 1
Year 2
Year 3
Year 4
Year 5
Manage uncertainty in budgets & costs (CapEx to OpEx)
Year 1
Year 2
Year 3
Year 4
Year 5
Keep the business running and productive
Year 1
Year 2
Year 3
Year 4
Year 5
Advance the business
Year 1
Year 2
Year 3
Year 4
Year 5
Improve collaboration and productivity
Year 1
Year 2
Year 3
Year 4
Year 5
Enable new work styles and the new workforce
Year 1
Year 2
Year 3
Year 4
Year 5
Grow the business
Year 1
Year 2
Year 3
Year 4
Year 5
Increase speed of scale, economically
Year 1
Year 2
Year 3
Year 4
Year 5
Year 1
Year 2
Year 3
Year 4
Year 5
Total UCaaS business value benefits
Year 1
Year 2
Year 3
Year 4
Year 5
Realization schedule
Year 1
Year 2
Year 3
Year 4
Year 5
Total Benefits (5 years)
Contact Center business value from Windstream Enterprise
The benefits you can realize over time with Windstream Enterprise CCaaS.
Advance the business
Year 1
Year 2
Year 3
Year 4
Year 5
Better align contact center workers
Year 1
Year 2
Year 3
Year 4
Year 5
Make regulatory compliance easier and reduce risks
Year 1
Year 2
Year 3
Year 4
Year 5
Flexibility to meet changing call center business requirements
Year 1
Year 2
Year 3
Year 4
Year 5
Increase visbility to make better business decisions
Year 1
Year 2
Year 3
Year 4
Year 5
Grow the business
Year 1
Year 2
Year 3
Year 4
Year 5
Meet SLA requirements
Year 1
Year 2
Year 3
Year 4
Year 5
Enhance the customer experience (CX) and journey
Year 1
Year 2
Year 3
Year 4
Year 5
Add and expand your contact centers to address new markets and new business oppportunities
Year 1
Year 2
Year 3
Year 4
Year 5
Adjust to seasonal and other dynamic demands
Year 1
Year 2
Year 3
Year 4
Year 5
Year 1
Year 2
Year 3
Year 4
Year 5
Total CCaaS business value benefits
Year 1
Year 2
Year 3
Year 4
Year 5
Realization schedule
Year 1
Year 2
Year 3
Year 4
Year 5
Total benefits (5 years)
Success story: Empereon Marketing
Windstream Enterprise CCaaS helps Empereon Marketing capitalize on new business opportunities
The challenge
Empereon Marketing realized that its call center growth model needed to change if it wanted to keep up with the company's fast-moving clients.
The result
CCaaS from Windstream Enterprise delivers cost-effective, flexible, scalable cloud-based contact center solutions. As a hosted service, CCaaS allows customers to keep pace with rapidly changing technologies and applications without up-front CAPEX costs. It also allows customers such as Empereon to create custom analytics reports to analyze interactions across multiple channels, providing data for more informed business decisions.
The solution
Empereon Marketing selected CCaaS from Windstream Enterprise solution because it allows Empereon to only pay for those services the company is utilizing. Additionally, Windstream Enteprise has the ability to offer both the cloud-based CCaaS and the underlying MPLS transport services at all of Empereon's locations, ranging from Arizona to Pennsylvania. Finally, the transition to Windstream Enterprise cloud-based services was simple and seamless for Empereon employees.
Testimonial
"I love that Windstream Enterprise is essentially financing our growth with its ‘pay-as-you-grow' cloud-based OPEX solution. We love the ability to scale quickly and to use Windstream Enterprise resources rather than have to build our own infrastructure. In many ways, Windstream Enterprise has become an extension of my internal IT department, and without them we would not have been able to meet the aggressive ramp-up timelines required by some of our newest customers."
Bryan McRoberts, Chief Information Officer, Empereon Marketing
CCaaS from Windstream Enterprise helps start-up healthcare insurance provider compete with giants
The challenge
Community Health Options is a start-up healthcare insurance provider. Going from zero to 82,000 members in 18 short months meant that the organization had no IT infrastructure and had to build their systems from the ground up—quickly. In short, the challenge for Community Health Options was to implement an IT infrastructure that could be as flexible and scalable as Community Health Options itself. Adding to the challenge, healthcare insurance is a seasonal business. Having the ability to scale up for periods of peak customer interaction is important, as is the ability to react to changing customer behavior.
The result
Today, Community Health Options is operating more efficiently and effectively as a result of their decision to implement the Windstream Enterprise CCaaS solution. The organization successfully competes against some of the largest health insurance providers in the country and has grown to 170 full-time employees. Additionally, Community Health Options expects to see cost savings from their decision to select Windstream Enterprise, and they have already seen efficiency benefits from freeing their IT staff up to handle more strategic business issues.
The solution
Community Health Options explored a number of different options and providers as they sought to build the communications and network system that could help them compete. After reviewing several options, the organization selected Contact Center as a Service (CCaaS) from Windstream Enterprise because their cloud-based architecture could give Community Health Options the flexibility to scale up and down to meet their business needs more effectively. Additionally, CCaaS gave Community Health Options the reliable connectivity they needed with the ability to quickly and easily manage their allocation of contact center agents and queues to offer the best customer service possible.
Testimonial
"We appreciate that we can use administrative tools to easily change call tree routing. If we see we’re getting a spike in a specific type of call, we can automatically reconfigure specific agents into that queue to add support and reduce wait times. Or, if we have a new issue that we haven’t experienced before, we can set up an entirely new tree route instantly."
Will Kilbreth, Chief Information Officer, Community Health Options
UCaaS helps propel leading school district to new heights
The challenge
Kannapolis City Schools (KCS) faced the ongoing challenge of meeting the needs of today’s modern schooling environment while adhering to budget constraints. KCS relies heavily on interschool connectivity in order to deliver the highest caliber of education and a safe environment. KCS was using outdated communications equipment that often left their administrators and teachers with inconsistent connectivity, coupled with the difficulty of finding replacement parts. The KCS IT team was increasingly frustrated with having to manage multiple phone lines for the district’s fax, Internet and phone services and was receiving multiple bills from different providers.
The result
KCS has a renewed confidence in their communications capabilities thanks to their customized UCaaS solution from Windstream Enterprise. The KCS IT team can trust that Windstream Enterprise will manage their voice solutions, so the school district can focus on preparing their students for the future at a cost that fits into it’s budget.
The solution
Since UCaaS is a managed service, Windstream Enterprise experts now provide around-the-clock support so that KCS’ IT team can focus on other technology initiatives outside of communications. The cloud-based Windstream Enterprise UCaaS solution has unique features that are ideal for an educational setting. The solution is designed to keep pace with changing technologies, providing the ability to acquire new technology and deliver on-demand UC resources and applications to students and teachers.
Testimonial
"The Windstream Enterprise UCaaS solution has improved communication and collaboration immensely for our entire school system. Essentially, all of our schools and offices are able to operate as if they are in one location with the help of our UCaaS solution. Best of all, this solution and all of its benefits comes to us at a lower cost than our previous solution, allowing us to invest more in the education of our students."
Brenda McCombs, Director of Instructional Technology, KCS
Windstream Enterprise moves an enterprise-class contact center to the cloud for a major energy services provider
The challenge
For two years, the company tried to address several key challenges to transform the way they interacted with their customers, including a multi-tenant virtual contact center deployment. But their aging contact center—as well as a poor newer contact center in a cloud implementation—held them back. The deployment lacked the flexibility of adding new applications, integrating with back office systems and scaling to fluctuating needs. Since not all of the incoming calls could be identified and routed to the appropriate customer service representative, each one was handled the same—without any intelligent call routing. Additionally, regulatory bodies mandated that all contact center conversations be recorded.
The result
By bringing inbound customer calls to a favorable resolution within IVR, along with reduced handle times, the company is able to save $2 million a year and redirect it towards the business. The new CCaaS solution allows them to think about future plans such as customer segmentation, which will take first call resolution to the next level. The strategic nature of the added components of the ecosystem, such as email, chat, SMS and social media, will allow the company to communicate with their customers in the manner each customer prefers.
The solution
By replacing the company’s aging contact center infrastructure and failing cloud service with a dedicated, cloud-based CCaaS solution, the company could now leverage a single-tenant environment. The solution includes a customer self-service IVR, computer telephony integration and capabilities that help agents identify callers to provide personalized service. The solution also comes with quality assurance—as call monitoring and recording—to enable regulatory compliance.
Testimonial
"The platform developed by Windstream Enterprise has done more than solve a business problem; it has created opportunity. We can’t expand without the right platform. This one, created by Windstream Enterprise and City Communications, is it."
The Masiello Group is propelling growth & connectivity with UCaaS
The challenge
As a real estate company with a large footprint, The Masiello Group had a mission to streamline their communications on a single, unified platform. The company had previously used different service providers and solutions in each of their offices without any continuity in service. This created challenges not only for employees, but also for the overworked IT staff tasked with managing each office’s needs without the luxury of always being on location.
The result
The Masiello Group has gained a competitive advantage in their market with robust communications solutions that meet their needs and beyond. The Masiello Group now has the capability to provide the latest tools to their employees to help them increase productivity and efficiency. Additionally, The Masiello Group’s overworked IT department can now focus on the company’s daily needs and future growth without worrying about connectivity.
The solution
Windstream Enterprise provided The Masiello Group with a customized UCaaS solution with ample bandwidth feeding the company’s main office and a network of more than 30 locations. With UCaaS from Windstream Enterprise, The Masiello Group was able to unify all of their communications with a robust solution that integrated their voice, multimedia, unified messaging, presence management, mobility and other services onto a single unified platform in the cloud. And with many of their employees on the road, UCaaS features such as advanced mobility and video allowed them to connect with customers and coworkers just as they would in a physical office.
Testimonial
"With the winning team from Windstream Enterprise present at our planning table, The Masiello Group is confident we can support future organizational growth with ease."
Learn more about what's driving IT decisions today
Unified Communications as a Service (UCaaS) from Windstream Enterprise is a robust, sophisticated solution on a single unified platform hosted in an enterprise-class data center and accessible through the cloud. This customized offering empowers you to focus on your core business goals and eliminate the maintenance and support of communications infrastructure while we manage your communications needs.
Did you know...
is the average turnover rate in the U.S.
(Compdata)
of annual IT spending is dedicated to "day to day management", leaving an inadequate budget for innovation
(IDC)
of CIOs said senior executives view IT as contributing to strategic business goals
(Service Desk Institute)
of the average annual salary is spent on recruiting and training a typical IT team member
(AmericanProgress.org)
How Windstream Enterprise can help
Latest technology
Gives immediate access to the latest technology without all the hassles of an upgrade
Reallocated resources
Helps reallocate precious technology resources to more strategic initiatives, reducing stress on the IT team and improving working conditions
Regained productivity
As resources are reallocated from managing your UC solution, you regain the productivity of these resources, providing more strategic capabilities and less staff turnover and replacement
Your IT labor costs to manage, administer and support your current communication and collaboration system, and the potential benefits to reallocate these resources to more productive and strategic tasks.
On-premises
Benefits
Windstream Enterprise
Number of IT team members managing and supporting the communication and collaboration systems and infrastructure
On-premises
Benefits
Windstream Enterprise
Average fully loaded salary for these IT members
On-premises
Windstream Enterprise
Total IT UTC management, administration and support costs
On-premises
Benefits
Windstream Enterprise
Additional staff to provide 24x7 support (which Windstream Enterprise UCaaS provides)
On-premises
Benefits
Windstream Enterprise
Average fully loaded salary for these IT team members
On-premises
Windstream Enterprise
Total 24x7 UC support costs
On-premises
Benefits
Windstream Enterprise
IT FTEs
On-premises
Benefits
Windstream Enterprise
Total resource costs
On-premises
Benefits
Windstream Enterprise
Annual IT FTE reallocation opportunity
Annual labor cost reallocation opportunity
Total network administration costs for WAN
Your legacy communications system is likely costing you more each year than it should, requiring capital expenditures whenever the system needs to expand or when the solution needs to be replaced.
Did you know...
of respondents seek UCaaS to help better fit budgets, which favors OPEX to CAPEX
(Frost & Sullivan)
indicate that the cost of hosted communications is more predictable
(Frost & Sullivan)
How Windstream Enterprise can help
Predictable cost model
Delivers per-use, per-license type with predictable cost model over the period of the contract
Single-tenant model
Delivered under a single-tenant model with voicemails and database dedicated to you as a customer
Lower cost of ownership
Eliminates the need for CAPEX investments in on-premises systems and supporting infrastructure, removing up-front investments, achieving much faster payback and saving 15 to 20% in total cost of ownership (TCO)
The cost for an on-premises UC solution compared to the cost of Windstream Enterprise UCaaS, quantifying the displacement cost opportunity and savings with UCaaS.
Displacement costs
On-premises
Benefits
Windstream Enterprise
Number of users
On-Premise
Benefits
Windstream Enterprise
Cost per use for legacy system
On-Premise
Benefits
Windstream Enterprise
Total costs
On-Premise
Benefits
Windstream Enterprise
Number of locations
On-Premise
Benefits
Windstream Enterprise
Cost for initial location
On-Premise
Benefits
Windstream Enterprise
Cost for additional locations
On-Premise
Benefits
Windstream Enterprise
Total number of locations
On-Premise
Benefits
Windstream Enterprise
Number of users conferencing
On-Premise
Benefits
Windstream Enterprise
Cost per month per user
On-Premise
Benefits
Windstream Enterprise
Total annual costs
On-Premise
Benefits
Windstream Enterprise
Total annual risk avoidance
On-Premise
Benefits
Windstream Enterprise
Annual displacement savings
Total annual displacement
Your communication and collaboration systems are vital to your business, and must be up and running 24x7 and performing well in order to keep the business running. Unfortunately, many on-premises solutions experience more downtime and quality of service (QoS) issues than they should.
Did you know...
of downtime experienced each week for 59% of the Fortune 500
(D&B)
is the average business cost impact for each downtime hour
(Aberdeen Group)
in revenue loss just in the U.S. from downtime events
(Information Week)
How Windstream Enterprise can help
Highest-quality services
State-of-the-art, fully redundant IP network ensures the highest quality of services
Risk avoidance
Advances your communication and collaboration availability, reduces disaster recovery (DR) risks and provides quicker recovery and assured QoS performance
Current availability and the cost of downtime, with the anticipated availability improvements and downtime loss avoidance with UCaaS from Windstream Enterprise.
On-premises
Benefits
Windstream Enterprise
Availability
On-premises
Benefits
Windstream Enterprise
Operating hours
Days per week
On-premises
Windstream Enterprise
Hours per day
On-premises
Windstream Enterprise
Weeks per year
On-premises
Windstream Enterprise
Total operating hours
On-premises
Windstream Enterprise
Downtime per year
On-premises
Benefits
Windstream Enterprise
Cost per downtime hour
On-premises
Windstream Enterprise
Total annual downtime costs
On-premises
Benefits
Windstream Enterprise
Annual downtime hours avoidance
Annual downtime costs avoidance
Total annual downtime costs
If you are like most organizations, collaborations between your teams aren’t very streamlined. The pressure is on to respond faster to inquiries and make business decisions quicker, all to meet ever-increasing customer demands and maintain a stellar customer experience.
Did you know...
is the average fully loaded compensation per employee
(Simply Hired / Alinean)
of knowledge workers' time is spent in meetings or answering colleagues' requests, leaving little time for all the critical work they must complete on their own
(Economist)
of value-added collaborations come from only 3-5% of employees
(HBR)
How Windstream Enterprise can help
3%-4%
Increased worker productivity through enhanced collaboration tools, especially for improving first contact reach
4%-5%
Reduction in travel expenses via a universal connectivity platform between employees (GEP)
3%-4%
Improvement of communication and collaboration productivity with a yield of $2,300 to $3,100 per knowledge worker each year
Improved collaboration and productivity from new features available with UCaaS.
Additional users who will get the features and productivity improvement with UCaaS (beyond what you have today)
UCaaS features
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Enterprise voice
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Presence
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Single-number reach
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Directory
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Chat
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Unified messaging
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Soft phone client for desktop, laptop or mobile
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Mobility
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Audio and web conferencing with collaboration
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Third-party application integration (e.g. SFDC, Lync, Google Apps)
Office workers
Branch office workers
Home office workers
Mobile workers
Estimated productivity improvement
Number of employees
Office workers
Branch office workers
Home office workers
Mobile workers
Average hours worked per year
Office workers
Branch office workers
Home office workers
Mobile workers
Productivity improvement from features
Office workers
Branch office workers
Home office workers
Mobile workers
Hours of productivity improvement per employee
Office workers
Branch office workers
Home office workers
Mobile workers
Total hours of productivity
Office workers
Branch office workers
Home office workers
Mobile workers
Average fully loaded cost per employee per hour
Office workers
Branch office workers
Home office workers
Mobile workers
Total improvement from features
Office workers
Branch office workers
Home office workers
Mobile workers
Total FTEs of productivity improvement
Annual productivity improvement
The new workforce is digitally native, more mobile and more geographically dispersed, and works outside of normal business hours.
Did you know...
of the U.S. workforce is now a millennial and digitally native
(Forbes)
of the U.S. workforce will be mobile by 2020
(IDC)
of respondents indicate that UCaaS can substantially help their organization to better support a mobile workforce
(Frost & Sullivan)
indicate UCaaS will help to integrate multiple geographically dispersed locations economically
(Frost & Sullivan)
How Windstream Enterprise can help
Consistent user experience
Once trained, users get a common environment across all devices
Cutting-edge features
A managed communication and collaboration service that comes with cutting-edge features to better meet the needs of a more mobile, remote, digitally native workforce
UCaaS enables new flexible, dynamic, mobile and app-driven work styles to better retain and attract a new workforce. This can help reduce turnover and lower the cost on replacements (should they be needed). Features include desktop sharing, screen sharing and annotation, voice and video conferencing, WebRTC, BYOD and a consistent user experience.
On-premises
Benefits
Windstream Enterprise
Total number of employees
On-premises
Benefits
Windstream Enterprise
Turnover rate
On-premises
Benefits
Windstream Enterprise
Turnover
On-premises
Benefits
Windstream Enterprise
Average cost per replacement
On-premises
Benefits
Windstream Enterprise
Total turnover cost per year
On-premises
Benefits
Windstream Enterprise
Annual employee turnover avoidance
Annual employee turnover cost avoidance
Total annual turnover costs
Your organization may be seeking growth through acquisition, through new market development or by securing new customer contracts. While growth is good, you, your employees and your customers can be impacted negatively by antiquated equipment or disparate systems from a variety of equipment providers, along with the complexity of adapting legacy systems across multiple sites and expanding geographies.
For other organizations, your industry is being reshaped by digital technology, which drives changes in your sites and strategies that can be delayed and constrained by your legacy communications.
Did you know...
of the top 20 market leaders will be disrupted by competitors leveraging digital transformation
(IDC Predictions)
of businesses rate time to market as a key business differentiator
(Coleman Parkes Research)
of IT budgets are tied up in routine maintenance
(Forbes)
of organizations who deployed a premises-based UC are considering a migration to the cloud
(Windstream Enterprise)
How Windstream Enterprise can help
Centralized applications
Delivers with centralized applications and licensing as a managed service
Quick deployment
Deploy licenses and additional capacity quickly to bring up additional departments, teams and locations
Accelerated setup
Windstream Enterprise delivers with centralized contact center applications, made available via the cloud, across the Windstream Enterprise network
With Windstream Enterprise you can:
Deploy licenses and additional capacity quickly to bring up additional departments, teams and locations
Pay as you add users, groups and sites
Deploy using soft phones (so you don't even need headsets)
Pay the "daily peak average of users across a month" (including factoring in weekend and 24-hours) versus licensing to specific employees, better handling changes in sites, employee populations and shifts (Avaya-powered only)
On-premises
Benefits
Windstream Enterprise
Number of new office/ branch sites added a year
On-premises
Benefits
Windstream Enterprise
Time to market for additions (in months)
On-premises
Benefits
Windstream Enterprise
Total time to market months per year
On-premises
Benefits
Windstream Enterprise
Average margin opportunity cost per month of delay
On-premises
Benefits
Windstream Enterprise
Total time to market opportunity cost per year
On-premises
Benefits
Windstream Enterprise
Time to market savings per year (months)
Annual time to market opportunity recovery
Total annual time to market opportunity cost
Legacy call center systems often constrain your ability to manage agent and workflow processes, limiting your agents’ ability to perform and deliver the right customer experience at the right cost.
Did you know...
of contact centers are still without workforce management (WFM) systems
(Dimension Data)
of attrition occurs within the first 6 months of service
(Dimension Data)
of the full operating budget for the contact center is resource-related costs
(Dimension Data)
of teams assisting customers on digital channels have no workforce management targets in place, with inefficiencies directly impacting the bottom line
(Dimension Data)
How Windstream Enterprise can help
Centralized contact center
Windstream Enterprise delivers with centralized contact center applications, made available via the cloud, across the Windstream Enterprise network
Balanced agent support
Streamline workflows to balance agent support and demand in order to minimize customer frustration and improve utilization rates
Better customer support
Create regular forecasts on the volume of customer case requests with real-time analysis of customer behavioral data to enable better customer support and service activities
Your contact center agents' annual cost and the productivity improvement provided by CCaaS from Windstream Enterprise with centralized contact center applications made available via the cloud.
Number of contact center agents
Average fully loaded salary for agents
Current annual agent cost
Proposed productivity improvement with CCaaS
Equivalant number of contact center agents
Reallocation/productivity value to organization
Agent FTE opportunity
Agent productivity value
It’s often difficult to ensure that your contact center is meeting industry compliance regulations cost-effectively and with low risk.
Did you know...
of firms are expecting regulators to publish even more information in the coming year, with 26% expecting significantly more
(Thomson Reuters)
is the average cost of compliance for a typical organization
(Ponemon)
is the average cost for organizations that experience non-compliance related problems
(Ponemon)
of social media and 79.6% of web chat operations don't automate their planning, tracking and monitoring adherence
(Dimension Data)
How Windstream Enterprise can help
Windstream Enterprise delivers with managed services to assure better compliance capabilities to all call centers, sites and agents including:
Call recording
Recording and archiving calls to provide proof of regulatory compliance, ability to evaluate agent behavior and timely feedback and support
PCI compliance
Insert pauses, inability for the agent to see credit card numbers
The cost of regulatory compliance risk and the opportunity to reduce that risk with managed services to assure better compliance capabilities to all call centers, sites and agents.
On-premises
Benefits
Windstream Enterprise
Risk of a regulatory compliance issue occurring over next 12 months
On-premises
Benefits
Windstream Enterprise
Average cost of dealing with a compliance issue
On-premises
Benefits
Windstream Enterprise
Total annual compliance risk avoidance
On-premises
Benefits
Windstream Enterprise
Annual value of compliance risk avoidance
Total annual cost of dealing with compliance issues
You want to add a new capability, but your legacy systems are costly and constrained, with limited new feature availability, limited integrations, and expensive buy/implement periods to enable new functions and capabilities.
Did you know...
of companies say digital systems fail current needs, with 41.9% of analytic systems not meeting existing requirements
(Dimension Data)
of companies say current systems won’t meet future needs
(Dimension Data)
of all interactions are digital, and digital interactions are on track to overtake voice by the end of the year
(Dimension Data)
of calls are routed via IVR systems and 48.1% pass zero information to agents when customers drop out of self-service
(Dimension Data)
of companies are planning to move to the cloud, with just 23.1% planning to retain technology on-premises
(Dimension Data)
How Windstream Enterprise can help
Easy implementation
Cost-effectively pilot or implement turnkey applications rapidly, without having to purchase and set up (post-call surveys, IVR)
Pay-as-you-grow model
Easily access and enable capabilities across all sites and agents on a per-user basis, rolling it out to those who need it on a pay-as-you-grow model
On-demand, customized applications
Deliver on-demand, customized applications based on business needs for the agents
Leverage the cloud to significantly save over your legacy contact center solution, particularly infrastructure (and related costs) and agent licensing, while at the same time dramatically improving your agility to experiment with and leverage new solutions quickly and cost-effectively.
Displacement costs
On-premises
Benefits
Windstream Enterprise
Number of call center locations
On-premises
Windstream Enterprise
Legacy system cost per call center location
On-premises
Benefits
Windstream Enterprise
Total legacy system cost per location
On-premises
Windstream Enterprise
Number of call center agents
On-premises
Windstream Enterprise
Legacy hardware cost per agent
On-premises
Benefits
Windstream Enterprise
Total call center agent cost for legacy hardware
On-premises
Windstream Enterprise
Total annual displacement costs
On-premises
Benefits
Windstream Enterprise
Annual displacement savings
Total annual displacement costs
Your legacy system is constrained and has limited new feature availability, making changes costly. Leveraging the Windstream Enterprise cloud solution to deliver contact center solutions reduces the time it takes to respond to changes.
On-premises
Benefits
Windstream Enterprise
Number of changes a year (new features, reconfigurations)
On-premises
Windstream Enterprise
Average person-hours per change
On-premises
Benefits
Windstream Enterprise
Total person-hours per year
On-premises
Benefits
Windstream Enterprise
Average fully loaded salary rate for changes (per hour)
On-premises
Windstream Enterprise
Total change costs per year
On-premises
Benefits
Windstream Enterprise
Person-hour savings per year
Annual change cost savings
Total annual change costs
Your managers, business leaders and executives all need the right metrics and analytics to make good business decisions. However, too often the contact center team focuses on call-center-specific metrics.
Traditionally the metrics and analytics have been focused on the call center itself, yet the decisions go far beyond just this one line of the business: marketing and sales engagement need to decide whether they're meeting customer goals and C-level executives need to determine how to grow and change to meet financial targets. The next generation of analytics needs to advance well beyond call-center-centric intelligence, enabling the organization to better link the impact of customer experience back to sales revenues, cost reduction, customer loyalty and employee engagement.
Did you know...
of companies rank analytics as the #1 factor to reshape their industry in the next 5 years, but almost 80% currently have no big data capability
(Dimension Data)
of businesses say that they are truly in tune with their customers and prospects
(Aberdeen Group)
of companies currently run without agent analytics systems
(Dimension Data)
of agents aren’t being prompted to identify sales opportunities, and only 10% have automated systems in place, as the majority rely on manual processes
(Dimension Data)
of organizations still have no big picture view of interactions across service channels
(Dimension Data)
How Windstream Enterprise can help
Automated service management
Automating service-level management for an agent with industry-proven algorithms—autopilot for the environment
Real-time performance reporting
Real-time and historical performance reporting that provides metrics on all touch points for the customer journey, including voice of customer (VoC) surveys to capture feedback and act on it
Customizable report generation
Ability to generate business-centric, customizable reports to better distill, communicate, analyze and act upon metrics and intelligence—including speech analytics and sampling calls to improve coaching, address issues and better service customers
The cost of gathering intelligence for business decisions can be reduced by utilizing real-time and historical data and automation delivered by Windstream Enterprise.
On-premises
Benefits
Windstream Enterprise
Person-hours each month spent gathering data and developing reports
On-premises
Benefits
Windstream Enterprise
Person-hours per year
On-premises
Benefits
Windstream Enterprise
Average fully loaded salary rate for reporting and analytics (per hour)
On-premises
Windstream Enterprise
Total reporting and analytics labor cost
On-premises
Benefits
Windstream Enterprise
Person-hour savings per year
Annual reporting and analytics savings
Total annual reporting and analytics labor costs
You have agreements in place with customers that require you to answer contacts in certain time frames and meet other performance requirements. If you miss the metrics you may face SLA penalties.
Did you know...
forecast an uplift in overall interactions, putting even more demand on the contact center over the next 12 months
(Dimension Data)
measure the quality on phone interactions versus 49.6% on digital interactions and less again (37.3%) on back office functions
(Dimension Data)
is the current first call resolution (FCR) rate for voice contacts, while 68.6% is the FCR on interactions handled via assisted-service channels
(Dimension Data)
How Windstream Enterprise can help
Optimized call flow
Attain real-time visibility into the state of the queues and key contact center performance metrics to improve call flow optimization
Real-time updates
Gain real-time ability to move agent resources to address changing workloads and identified shortcomings (i.e. weather issues)
Guaranteed performance
Ensure the resilience and performance of the call center network, system and applications
With non-optimized agent productivity and workflows and unreliable systems, you may be failing to meet your SLA goals and incurring penalties as a result. Windstream Enterprise delivers real-time visibility, improved call flow and real-time ability to move resources where needed to reduce the impact of SLA issues.
On-premises
Benefits
Windstream Enterprise
Number of SLA issues per year
On-premises
Benefits
Windstream Enterprise
Average cost per SLA issue (fines, penalties, etc.)
On-premises
Benefits
Windstream Enterprise
Total SLA violation costs per year
On-premises
Benefits
Windstream Enterprise
Annual SLA violation savings
Total annual SLA violation costs
Your customers expect to interact with you in the manner they prefer, requiring you to support more channels with expertise. Enterprises that can’t deliver service using the right channel and a great contact center experience risk losing customers and revenue.
Did you know...
of a business’s most loyal customers contribute 55-70% of the company’s total sales
(The Center for Retail Management at Northwestern University/crmTrends)
of companies recognize CX as a competitive differentiator
(Dimension Data)
recognize CX as the most important strategic performance measure
(Dimension Data)
of organizations can track a customer journey that spans multiple channels
(Dimension Data)
of organizations can locate problem hot spots that impact CX
(Dimension Data)
How Windstream Enterprise can help
Windstream Enterprise delivers with centralized, managed service experience capabilities across all contact centers, sites and agents including:
Resource libraries to improve the quality of responses
Database dips and screen pops
Post-call surveys
If you can't deliver service that provides the channels your customers expect and a great contact center experience, you risk losing them. Windstream Enterprise delivers with centralized, managed service experience capabilities across all contact centers, sites and agents.
On-premises
Benefits
Windstream Enterprise
Number of customers
On-premises
Windstream Enterprise
Customer attrition rate
On-premises
Benefits
Windstream Enterprise
Number of customers lost each year
On-premises
Benefits
Windstream Enterprise
Cost per lost customer
On-premises
Windstream Enterprise
Total annual turnover costs
On-premises
Benefits
Windstream Enterprise
Additional retained customers each year
Annual turnover loss recovery
Total annual turnover costs
To address new business opportunities, you want to expand your contact center, adding new sites and agent groups. However, your legacy contact center systems are constraining your ability to expand quickly.
Did you know...
of the top 20 market leaders will be disrupted by competitors leveraging digital transformation (IoT, mobile, social and big data) by 2018
(IDC Predictions)
rate time to market as a key business differentiator
(Coleman Parkes Research)
Organizations can get a 5-20% increase in business value via faster time to market
(CSO Magazine)
of the most innovative companies say innovation is a competitive necessity, compared with 19% among the least innovative. Innovative companies are growing at a much faster rate: 62.2% vs 20.7% over the next five years
(PWC)
How Windstream Enterprise can help
Flexible licensing
A pay-as-you-go model enabled by a cloud-based contact center with the ability to activate and deactivate licenses as demand changes
Scalable bandwidth
On-demand adjustability of bandwidth and contact center capacity through a single point of contact
Secure and reliable
Maximized security offered by MPLS for highly secure and reliable network capacity
Stand-up costs for contact center expansion can be reduced with the agile Windstream Enterprise contact center.
On-premises
Benefits
Windstream Enterprise
Number of new markets/opportunities a year
On-premises
Windstream Enterprise
Average person-hours per stand-up
On-premises
Benefits
Windstream Enterprise
Total hours per year
On-premises
Benefits
Windstream Enterprise
Average fully loaded salary rate for stand-up team
On-premises
Windstream Enterprise
Total new market/opportunity stand-up costs per year
On-premises
Benefits
Windstream Enterprise
Person-hour savings per year
Annual stand-up cost savings
Total annual new market/opportunity stand-up costs
With the agile Windstream Enterprise contact center, the time it takes to stand up a new contact center is reduced, allowing you into the market faster.
On-premises
Benefits
Windstream Enterprise
Number of new markets/opportunities a year
On-premises
Windstream Enterprise
Time to market for contact center expansion (in months)
On-premises
Benefits
Windstream Enterprise
Total time to market months per year
On-premises
Benefits
Windstream Enterprise
Average margin opportunity cost per month of delay
On-premises
Benefits
Total time to market opportunity cost per year
On-premises
Benefits
Windstream Enterprise
Time to market savings per year (months)
Annual time to market opportunity recovery
Total annual time to market opportunity cost
Your business is non-linear, with seasonal peaks and valleys and dynamic changes in demand. For example:
You might have a contact center that is only needed during certain times of the year and hibernates at other times
You may need to set up a temporary call center for a product/service launch or other, one-time launch or campaign need
You can't always predict demand easily and need the ability to scale up or down quickly to meet spikes or slowdowns
Sometimes you need to augment an existing call center with partners but have to share the resources and systems—which can be difficult with traditional systems
Did you know...
of contact centers cite unpredictable customer traffic as one of the leading challenges in managing their agent workforce
(Aberdeen Group)
growth in mobile app offerings since 2015
(Dimension Data)
How Windstream Enterprise can help
Quick setup
Standard architectures to quickly set up a site/contact center and quickly bring applications and agents online
Daily peak average
Pay the “daily peak average across a month”—including factoring in weekend and 24-hours—versus licensing to specific agents (Avaya-powered only)
Windstream Enterprise delivers to better meet dynamic demands with the ability to activate and deactivate licenses and features as demand changes.