Richard Hall - CTO

2023 EMEA Webex CC Technical Summit

 WHO
are BrightCloud Group?
WHO ARE WE?
• A Partner focused Cisco Contact Centre Specialist

• Formed in 2011 to help partners with Cisco Contact Centre

• From the very very big (AT&T, Insurance 12,000 seat CC)…..

• …..To the really quite small (5 seats)

• There is a world outside Cisco and Solutions +

• From Sales to BAU and everything in between: We are here to help you win,
deliver and support your customers

• A full-stack partner for Cisco Contact Centre – On prem and Cloud

• We are not the cloud police…

• We are The Partner’s Partner

OUR CLOUD JOURNEY – YOUR CLOUD JOURNEY

We have filled the gaps along

BrightCloud Group started on the the way
WxCC (CJP) path in 2019

Experience from CJP to WxCC

V1 and on to V2 The challenges we have faced, you
will face also…
THE FIVE
Cs
5 KEY CHALLENGES YOU WILL FACE …
that we can help you with
Credibility and Confidence

Customer Expectations

Connectivity

Coaching andAdoption

Competitive Landscape and Cost

CREDIBILITY and CONFIDENCE
• Our Cloud credentials have been hard won
• We deployed 3 customers into WxCC in less than 2 weeks in 2020
• By the end of 2022 we had deployed approximately 1 /3 of all WxCCs in EMEA
• We already have WxCC with MS Teams
• We have a 300 seat CC going going together with a 6,000 seat MS Teams direct routing
deployment and another Teams deployment in the next 2 weeks.
• We had the first wallboard solution AND first call recording archiving solution into WxCC in 2020
• We had WxCC integrated into WxC in 2020
CUSTOMER EXPECTATIONS
Things have changed and are continuing to change
• Customers realise CX is key to their competitive advantage – business outcomes
• But you will need to cover multiple technologies
• Customers want everything (even if they don’t)
• ‘How do I best use digital channels for maximum customer engagement?’
• ‘What is a customer journey?’
• ‘Can I have a POC?’ – Buy and Try (current) Making it a success – Get 3 years
• ‘What is a digital assistant?’
• ‘How do I use AI?’
• ‘How do I look after my Agents?’
• ‘How soon can this go live?
… . This is alongside the traditional
• How fast can you move?’
• How do I run my contact centre?
• ‘What is overage?’
• KPI reporting
• How can I easily enable my supervisors to have
control?
CONNECTIVITY
• MS Teams. It’s a thing. Quite a large thing apparently.
• We have partner focused Direct routing options. Fully multi-tenanted
• On prem telephony – the boat anchor.
• This isn’t going away. Call Manager anyone?
• As well as WxC and WebRTC (cough cough) as well as other cloud services
• PCI Compliance over.
• There is no ‘one size fits all’ any more
• Hybrid is going to be a recurring theme. How about blending all of the above,
with RTMS?
• We have flexible SIP options that will help with any model.
• BCSquared – The BrightCloud Cloud.
COACHING AND ADOPTION
• Customers expect to deploy at pace
• The large monolithic design/deploy methods have largely given way to
more agile/iterative approaches
• Customers expect the whole range of products to be covered with
inclusive training
• We have deployment and training methods and content to cover this new
world of adoption
• TIME TO VALUE is CRITICAL
COMPETITIVE LANDSCAPE & COST
• The Landscape is much bigger than it used to be
• How do you compete against AWS, 8x8, RC, Talkdesk, Genesys, et al.?
• Customers are seeing these platforms and in part, they are setting expectations
• Adjunct Products
• Digital, Telephony, Wallboard, QM, et al
• How do they fit? What does the journey look like from a customer perspective?
• Per agent per month street price, with support, PSTN, call rec, wallboard et al.
• You need to have the right products and services, packaged in the right way
RECAP
• This is not the same as CCX/CCE
• The bar has been raised
• Use us to accelerate your success
• We can guide you around the bumps in the road
• Let us take the uncertainty out of your first deployments
• Let us make your voyage of discovery via the Panama canal rather than Cape Horn
• Use us a little or a lot, we don’t mind, but there will be somewhere we can help make a
difference to you and your customers
• We can help make you competitive
RECAP – Fixing YOUR problems
✓ Call Recording across platforms (Teams, WxCC, WxC, CUCM et al) with a SINGLE interface.
✓ Absolutely, since 2020.

✓ A low cost, easy to use Wallboard, deployed seamlessly from the cloud
✓ We’ve had this for years.

✓ Import into the address book (from Teams…)

✓ We are deploying this today.

✓ Custom App for ready/not ready

✓ We can build that.

✓ Battlecards / competitive info.

✓ We compete against all of the main competitors ALL THE TIME
SPECIAL OFFER (1)
Direct Routing
• Teams Direct Routing free for 1 year.
• For the first 1 0 partners that sign up
• Up to 1 0 users/DDIs*
• Can be customer or GT use
• *Telecoms conditions will apply.
SPECIAL OFFER (2)
BUY and Try
Accelerated POC
• 3 users for a year*
• 3 days of deployment FoC
• Support included FoC
• Call Recording, Wallboard and Teams
Direct Routing included
• Limited Offer. Be quick.
• *Webex CC B&T subscription needed.
• **Telecoms conditions will apply.
… .. And lastly, the Meta Quest leaderboard

Name Company Score

Florian Lacina K Business 61438
Lars Jensen Paaboel Atea 59678
Jan Ruhle Bucher Suter 40395
Gerry O'Rourke Eircom 38796