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

5 Predictions for 2020

Business want to Simplify (Especially their technology) PRESENTATION TITLE VONAGE CONFIDENTIAL 2

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Keeping up with the Joneses • Changing customer needs has created a changing world for CRM Contact Centre Commerce CALL RECORDING Customer Experience • Businesses have been running to keep up with the newest tech OMNICHANNEL Analytics ChatBot Mobile Apps • A drip feed of innovation meant no single vision • Globalisation has multiplied this VIDEO APIs WFM Back Office Phone problem VONAGE CONFIDENTIAL 4

Markets consolidation Contact Centre Commerce CALL RECORDING CRM OMNICHANNEL Analytics ChatBot Mobile Apps APIs VIDEO WFM Back Office Phone 5

Both the bricks and the completed houses 6

AI will go mainstream PRESENTATION TITLE VONAGE CONFIDENTIAL 7

AI Layer 8

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Customers will move away from ‘disruptive’ companies (and stick with the ones making it easy to do business with) PRESENTATION TITLE VONAGE CONFIDENTIAL 10

People want you to be easy to do business with They do not care if you are a disruptor VONAGE CONFIDENTIAL 11

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The ‘Gig economy’ makes its mark on Customer Experience PRESENTATION TITLE VONAGE CONFIDENTIAL 13

Evolution of the Flexible worker Technology business case Now - into 2020 5 Years It’s no longer Ago about the technology - 10 Years Cloud Services Ago make home working BAU 15 Years Ago Cloud Add-ons or specialist 20 Years Services Ago Expensive IT customisation It is no longer a technology All on premise meant no business case. It is a flexible question of People workers VONAGE CONFIDENTIAL 14

For the business : For the people VONAGE CONFIDENTIAL 15

Security becomes a priority (as it should be!) PRESENTATION TITLE VONAGE CONFIDENTIAL 16

Tod Neilsen - CEO FinancialForce “The reason everyone avoided the cloud 20 years ago, is exactly why they are moving to cloud now” VONAGE CONFIDENTIAL 17

Security is more than just DPA now PCI Payments HIPAA GDPR and Data Two Factor Protection Authentication PRESENTATION TITLE VONAGE CONFIDENTIAL 18

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