Assure Contact Center Experiences for Your Customers With ThousandEyes

Assure Contact Center Experiences for Your Customers With ThousandEyes

1. Assuring Contact Center Experiences with ThousandEyes

2. Featured speakers Ian Waters EMEA Marketing Director Manuel Di Lenardo Technical Solutions Architect

3. 3 Before we begin… If you have any questions, please type them in the Questions window. If you have any audio problems, please chat us for help. A recording of this presentation will be sent to you in a few days.

4. Agenda The State of the Today’s Contact Centers The Challenge ThousandEyes Demo Q&A

5. Of customers say they would switch brands due to poor customer service 95 % 1 in 3 Customers will abandon a brand after a single negative experience Customers come first

6. Proactive communications Empathetic human engagement Fast and easy self-service Customer expectations

7. But every customer is different Time JOURNEY Bot In-person Web / App Email Live Chat Video Phone Phone Email Live Chat Phone

8. Of contact center agents are working from home 87% Contact centers are evolving 18% CAGR for cloud-based contact centers 2024 to 2033

9. Visibility and control is shrinking External dependencies are exponentially growing Network Internet Cloud SaaS + API Home Office App Stack Contact Center SaaS

10. Management paradigm IT Assets You Don’t Control IT Assets You Control Escalate ? Evidence Find Fix has shifted

11. See , understand , and improve contact center experiences everywhere  

12. Digital Experience Assurance Assure end-to-end digital experience over any network End-to-end visibility AI-driven intelligence Closed-loop operations Any user to any app,  over every network. Proactive insights in the context of what matters – user experience . Recommend and execute actions  across connected ecosystem. Branch/Campus Home Cloud/App Internet

13. Assuring your customer experiences Empower your contact center agents whether at home, on site, or anywhere else with hybrid work. Effective remote agents Your Apps Your People Your Infrastructure Assure the uptime of the contact center platforms and tools your teams use daily to chat, click, call, or video. Cloud contact center applications In-office branch monitoring Ensure your agents can have maximum performance onsite, by assuring your physical infrastructure.

14. Globally distributed agents installed and managed by ThousandEyes in 200+ cities around the world. Cloud Agents Lightweight software-based agents easily installed on your own network, in data centers , branch offices and VPCs. Enterprise Agents Lightweight Agent and Browser-based plugins installed on end-user laptops and desktops. Endpoint Agents ISP | Broadband | Cloud Provider Cisco | VMware | Docker Apple | Microsoft | RoomOS

15. Sample Contact Center Architecture Branch Office Internet Data Center Remote User AWS Region Amazon Connect Remote User Direct Connect Amazon Connect Contact Control Panel (CCP) Most likely in CRM

16. ThousandEyes Agent Placement Branch Office Internet Monitor branch and remote users to Amazon Connect. Data Center Remote User AWS Region Enterprise Agent Cloud Agent Endpoint Agent Amazon Connect Remote User Direct Connect

17. 17 DEMO

18. Empowering every digital experience Your Apps Customer Workforce Your People Enterprise Your Infrastructure Deliver stellar digital experiences to users Keep workers connected and enjoying seamless app performance Optimize and sustain the flow of your digital supply chain

19. Next steps and Q&A Learn more Free trial Demo Subscribe www.thousandeyes.com/blog/ Tune in to the Internet Report Podcast www.youtube.com/@theinternetreport_official Sign up for a free trial: www.thousandeyes.com/signup/ Request a demo: www.thousandeyes.com/request-demo

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