Monday, September 10, 2012

Re-imagining the Contact Center?

We saw how Xilinx improved their business operations after they centralized their operations to support Cisco in ‘Demand Forecasting and Inventory Management in the Supply Chain- Caselet 02” by eliminating intermediate distributors as the single-point source of contact for its customers. But what about hiring that contact center for all your customer service needs? In this blog entry, we’ll look at how sourcing a contact center might not be so bad for a growing enterprise in the age of cloud computing, and where the job is where you are and the client is stationary.    

LiveOps, a self described ‘contact center cloud’, provides a cloud-based Contact Center for coordinating communications with customers, field sales people, remote staff, partner organizations, etc. LiveOps also provides business users with real-time visibility and control across remote and traditional contact centers – enabling rapid to drive better business results.[1]
This model could keep communications open for clients and the goal that their client’s needs are their priority. Could Xilinx have avoided Cisco’s backlog of orders if this contact center was in place? According to the model, Xilinx would have been alerted early and reacted to Cisco appropriately.

Xilinx centralized their communications operations support and enhanced the ongoing changes of their client’s supply chain management. With LiveOps, the communications demand from clients is packaged in a cloud computing service. According to LiveOps, more than 200 companies around the world, including, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps' technology to enable effective multichannel, social and mobile interactions with their customers.[2] Although LiveOps boasts as much as reducing up to 92% in operational costs[3], I am interested to know the cost-benefit analysis of LiveOps as opposed to in-house contact center. But if 200+ companies chose them, some cost savings measures must be in place (for the time being).


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