for 2020 Business want to Simplify (Especially their technology) - - PowerPoint PPT Presentation

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for 2020 Business want to Simplify (Especially their technology) - - PowerPoint PPT Presentation

Mar 22, 2023 216 likes •441 views

5 Predictions for 2020 Business want to Simplify (Especially their technology) PRESENTATION TITLE VONAGE CONFIDENTIAL 2 VONAGE CONFIDENTIAL 3 Keeping up with the Joneses Changing customer needs has created a changing world for CRM

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5 Predictions for 2020

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SLIDE 2

VONAGE CONFIDENTIAL

Business want to Simplify

(Especially their technology)

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PRESENTATION TITLE

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SLIDE 3

VONAGE CONFIDENTIAL

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SLIDE 4

VONAGE CONFIDENTIAL

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Keeping up with the Joneses

  • Changing customer needs has

created a changing world for Customer Experience

  • Businesses have been running to

keep up with the newest tech

  • A drip feed of innovation meant no

single vision

  • Globalisation has multiplied this

problem

Commerce ChatBot Contact Centre CALL RECORDING CRM Analytics OMNICHANNEL Mobile Apps APIs WFM Back Office Phone VIDEO

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SLIDE 5

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Commerce ChatBot Contact Centre CALL RECORDING CRM Analytics OMNICHANNEL Mobile Apps APIs WFM Back Office Phone VIDEO

Markets consolidation

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SLIDE 6

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Both the bricks and the completed houses

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VONAGE CONFIDENTIAL

AI will go mainstream

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PRESENTATION TITLE

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SLIDE 8

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AI Layer

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SLIDE 9

VONAGE CONFIDENTIAL

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VONAGE CONFIDENTIAL

Customers will move away from ‘disruptive’ companies

(and stick with the ones making it easy to do business with)

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PRESENTATION TITLE

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VONAGE CONFIDENTIAL

People want you to be easy to do business with

They do not care if you are a disruptor

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VONAGE CONFIDENTIAL

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VONAGE CONFIDENTIAL

The ‘Gig economy’ makes its mark on Customer Experience

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PRESENTATION TITLE

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VONAGE CONFIDENTIAL

Evolution of the Flexible worker Technology business case

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All on premise meant no flexible workers

20 Years Ago 15 Years Ago

Expensive IT customisation Cloud Add-ons

  • r specialist

Services Cloud Services make home working BAU It’s no longer about the technology -

10 Years Ago 5 Years Ago Now - into 2020

It is no longer a technology business case. It is a question of People

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VONAGE CONFIDENTIAL

For the business : For the people

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VONAGE CONFIDENTIAL

Security becomes a priority

(as it should be!)

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PRESENTATION TITLE

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VONAGE CONFIDENTIAL

“The reason everyone avoided the cloud 20 years ago, is exactly why they are moving to cloud now”

Tod Neilsen - CEO FinancialForce

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VONAGE CONFIDENTIAL

Security is more than just DPA now

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PCI Payments GDPR and Data Protection Two Factor Authentication

PRESENTATION TITLE

HIPAA

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VONAGE CONFIDENTIAL

END

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VONAGE CONFIDENTIAL

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