Solid Rock Consulting

Welcome to Solid Insights

June 2023

Foreword from Juanita Coley, CEO, Solid Rock Consulting 

Hello and welcome! 

The business world is ever-evolving, and at Solid Rock Consulting, we’re committed to growing and evolving alongside it. It is my pleasure to bring to you another edition of Solid Insights, where we keep you informed about the advancements and trends that continue to shape our exciting journey in the CCaaS and WFM industries. 

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Industry News! 

Five9 Records Stellar Revenue Growth: A Deep Dive Analysis 

In a significant stride, cloud contact center provider Five9 has registered a record-setting performance for the first quarter of 2023. The firm announced a whopping $218.4 million revenue, which marks a remarkable 20% growth year-over-year. These figures are more than just numbers; they underscore a pivotal shift in the industry landscape, signaling increased trust and adoption of Contact Center as a Service (CCaaS) solutions across a myriad of industries. 

Five9’s journey to this landmark success is fundamentally rooted in their unwavering commitment to delivering cutting-edge cloud solutions. The firm’s focus on innovation, coupled with an intuitive understanding of the rapidly evolving digital landscape, has played a crucial role in its rise as an industry leader. 

The company’s revenue growth also reflects broader industry trends. Over the past few years, businesses worldwide have increasingly recognized the benefits of moving their contact center operations to the cloud. CCaaS solutions, such as those offered by Five9, provide organizations with enhanced flexibility, scalability, and resilience, making them particularly attractive in a business environment increasingly marked by uncertainty and change. 

Further, as businesses grapple with the challenges of digital transformation, CCaaS solutions offer a lifeline. They provide a means to seamlessly integrate various digital channels, streamline customer interactions, and harness data-driven insights to enhance customer experience. In this context, Five9’s robust solutions have emerged as the gold standard for businesses aiming to stay ahead of the curve. 

Five9’s significant year-over-year growth also points to a deepening trust in cloud-based solutions. As more businesses witness the transformative potential of CCaaS firsthand, we expect the momentum towards these solutions to continue. Five9, with its comprehensive suite of tools and commitment to innovation, is ideally positioned to lead this charge. 

We believe that Five9’s stellar performance in Q1 2023 is not just a win for the company but a testament to the vitality and resilience of the CCaaS industry. As we move forward, we anticipate a continued uptick in the adoption of CCaaS solutions, driving growth and innovation in this exciting industry. At Solid Rock Consulting, we remain committed to helping businesses navigate this landscape and leverage CCaaS solutions to their fullest potential.

Contact our team today to learn how we can help your business flourish.

Sylebra Capital: Strategic Investment in RingCentral and 8×8 – An Analysis 

In the world of financial investments, actions speak louder than words. Recently, activist investment firm Sylebra Capital took out significant stakes in RingCentral and 8×8, a move that signals not just confidence in these two companies but also underlines the buoyant growth and untapped potential of the CCaaS and WFM sectors. 

RingCentral and 8×8 have been steadily carving out a niche in the industry with their trailblazing performance and innovative solutions. Both companies are celebrated for their commitment to harnessing the power of cloud technology to deliver top-notch customer experiences, and their impressive trajectory has made them coveted investment choices. 

The vote of confidence from Sylebra Capital is expected to catalyze further growth for RingCentral and 8×8. As both companies continue to innovate and expand, the infusion of capital will likely provide a boost to their ongoing initiatives and allow them to further solidify their position in the market. 

More broadly, Sylebra Capital’s strategic investment is also an endorsement of the CCaaS and WFM sectors’ flourishing growth and promising future. In the current digital era, the need for effective, seamless, and customer-centric communication and workforce management solutions is more pressing than ever. The CCaaS and WFM sectors are well-poised to address these needs, and the influx of investment signifies a robust faith in the future of these industries. 

Furthermore, Sylebra Capital’s move sets an exciting precedent for the industry. It’s a clear indication that investors are waking up to the immense potential inherent in the CCaaS and WFM sectors. This can potentially lead to more investments, partnerships, and collaborations in the future, fostering a vibrant ecosystem conducive to continued innovation and growth. 

In essence, Sylebra Capital’s strategic stakes in RingCentral and 8×8 can be seen as a harbinger of prosperous times ahead for the CCaaS and WFM industries. For businesses looking to navigate this dynamic landscape, the time to act is now. At Solid Rock Consulting, we’re ready to help you leverage the exciting opportunities that lie ahead in these burgeoning sectors. Speak to one of our experts today to explore these possibilities for your business! 

Solid Insights – In-depth 

This month’s in-depth article focuses on a question that we still hear a lot about, namely the relationship between CCaaS and WFM and how they convergeEnjoy the article and plase share your thoughts with us! 

The Convergence of CX and WFM Journeys: Shaping the Future of Contact Center Operations 

In the cosmos of customer service and operations management, the customer experience (CX) journey and the workforce management (WFM) journey form two integral celestial bodies. Both of them, unique in their roles, are interconnected and instrumental in fostering customer satisfaction, ensuring operational efficiency, and driving business growth. Let’s delve deeper into these two journeys and understand how they intersect within the realm of the contact center. 

The Orbit of the Customer Experience (CX) Journey 

The customer experience journey, simply put, is a comprehensive timeline of all interactions a customer has with a business. This journey begins at the very first touchpoint – it could be an advertisement viewed on television, a visit to the company website, or an encounter on social media. This journey continues, encompassing the purchase, the use of the product or service, and even post-purchase interactions. It’s a voyage characterized by critical moments of truth, where customer impressions about a brand are formed, influenced, and reinforced. 

In this cosmic CX journey, the contact center operates like a star, offering light and warmth to the revolving planets of various customer interactions. The contact center serves as the primary channel for direct communication between customers and the business. This is the epicenter where queries are answered, issues are resolved, and a relationship between customers and the brand is cemented. It is, in many ways, the nucleus of the customer experience journey. 

With the evolution of technology and the advent of CCaaS (Contact Center as a Service), contact centers have metamorphosed from simple call handling facilities into omnichannel hubs. These hubs are capable of engaging customers across multiple platforms, ranging from traditional voice calls to emails, chat interfaces, and even social media platforms. This omnichannel capability not only improves the customer experience but also fosters seamless, personalized interactions that pave the way for customer loyalty and satisfaction. 

The Workforce Management (WFM) Journey: Charting the Operational Course 

If the customer experience journey is the fuel that propels customer satisfaction, the Workforce Management (WFM) journey is the engine that ensures operational efficiency within the contact center. This journey involves a continuous cycle of accurately forecasting, carefully scheduling, efficiently managing, and thoroughly analyzing staff performance to make sure that the right people, with the right skills, are available at the right time. 

An effectively executed WFM journey begins with a comprehensive understanding of the business’s requirements and customer expectations. By analyzing historical data and discerning trends, an accurate forecast of contact volumes across diverse channels is developed. This forecast then steers the scheduling process, ensuring that staffing levels align seamlessly with anticipated customer contact volumes. 

Once the schedules are put into effect, real-time management becomes crucial. This involves continuously monitoring contact volumes and staff performance and making necessary adjustments to ensure service levels are consistently maintained. 

The final phase of the WFM journey is analysis and reporting. This stage involves a meticulous review of performance metrics, identification of areas that require improvement, and making data-driven decisions to enhance productivity and efficiency. 

Interstellar Intersection: The CX and WFM Journeys 

The CX and WFM journeys, while distinct, share a symbiotic relationship. A well-managed WFM journey ensures that the contact center is effectively staffed to handle customer contacts, which directly influences the quality of the customer experience journey. Conversely, a positive customer experience can lead to increased customer contacts, requiring effective workforce management to maintain high service levels. 

At Solid Rock Consulting, we understand the intricacies of these interconnected journeys. We guide businesses in navigating the labyrinth of contact center operations, helping them enhance their customer experience journey and optimize their WFM processes. Through our expert advice and innovative strategies, we help businesses connect the dots between CX, WFM, and contact center operations, thereby setting the stage for operational excellence and superior customer satisfaction. 

The Role of Contact Centers in Nurturing the CX Journey 

Digital transformation has changed the way that customers interact with businesses, through a multitude of channels, expecting swift responses and resolutions to their concerns. As a result, contact centers have a crucial role in shaping the CX journey. Their ability to provide prompt, personalized, and effective responses can significantly enhance a customer’s perception of a business. 

Contact centers are no longer limited to providing reactive support. Instead, they have become proactive, offering advice and assistance to customers before issues escalate. This transition has been facilitated by the advent of CCaaS solutions that provide the tools necessary for contact centers to deliver a consistent and high-quality customer experience across multiple channels. 

CCaaS offers a range of tools that allow for the monitoring and management of all customer interactions, from voice calls and emails to chats and social media messages. These tools help to ensure that no customer query is overlooked and that customers receive a consistent experience regardless of the communication channel they choose. 

Aligning WFM to Business Objectives 

Effective WFM is about having the right people with the right skills available at the right time to meet customer needs. It involves strategic planning, meticulous forecasting, and efficient scheduling, all of which contribute to the smooth operation of a contact center. 

When implemented correctly, WFM can help contact centers reduce costs, improve service levels, and increase customer satisfaction. It does this by ensuring that staff are used efficiently, reducing the likelihood of overstaffing or understaffing, which can negatively impact service levels and customer satisfaction. 

The CX and WFM journeys are more than just processes within the contact center. They represent a company’s commitment to providing the best possible experience to its customers while ensuring that its operations are run efficiently and effectively. 

At Solid Rock Consulting, we understand the complexities of these interconnected journeys. We provide expert advice and innovative strategies that help businesses navigate the intricacies of contact center operations, enhancing both the CX and WFM journeys. 

If you’re ready to elevate your CX and WFM journeys, do not hesitate. Contact us at Solid Rock Consulting today, and let us guide you towards contact center success. 

Solid Rock Events and Webinars: 

***FREE Verint Training Webinars***

Solid Rock Consulting are offering FREE Verint Training in the form of Webinar virtual Lunch and Learns.  Each free webinar will deep dive into a specific area of the Verint platform and give attendees the opportunity to ask questions of the SRC experts.  The dates are as follows: 

Our team will be traveling across the US and may be in your city – why not arrange an individual consultation with Juanita or one of the Solid Rock team? 

Coming up this month are some exciting events that I will be speaking atThese include: 

6/5/23 – 6/9/23

NICE Interactions, NY

6/12/23 – 6/15/23

Verint Engage, Vegas

Early Bird Discount

Register with our code SolidRock_795 to receive an early bird discount! 

As we conclude this month’s Solid Insights, I want to express my deep appreciation for your continued engagement and support. We are here for you, ready to provide the best consultation and support for your business. 

Stay tuned for our July edition, and remember, we’re always just a click away. Let’s continue on this journey together, navigating the exciting landscapes of CCaaS and WFM. 

Here’s to a productive month ahead! 

Juanita Coley

CEO, Solid Rock Consulting 

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