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.

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.

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.

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.

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.

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.

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

CC Schematic

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.

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.

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.

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.

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.

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.

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.

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.

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.

• 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).

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.

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.

• 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.

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.

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.

• 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

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.

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.

• 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)

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.

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.

• 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.

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.

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.

• 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.

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.

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.

• 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

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.

It is often difficult to assure that your contact center is meeting industry compliance regulations cost effectively and with low risk.

• 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.

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.

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.

• 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).

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.

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.

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.

• 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.

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.

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.

• 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.

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.

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.

• 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)

• Enable customers to interact with the organization using their preferred method—phone, email, chat, etc.
• Keep technology current
• Give businesses the flexibility to meet changing customer contact patterns
• Gain a competitive edge with a responsive contact center
• Retain customers and maximize revenues with improved customer experience and journey

Windstream Enterprise delivers with centralized, managed service experience capabilities across all contact centers, sites and agents including:

• IVR / self-service applications
• Call-back assist / virtual queue
• Announce expected wait times
• Multi-channel services (web chat, collaborative browsing, email)
• Social media content management
• Resource libraries to improve the quality of responses
• Database dips and screen pops
• Post call surveys

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.

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.

• 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

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.

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.

Your business is not linear, with seasonal peaks and valleys and dynamic changes in demand. For example:

• 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)

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.