SEAMLESS CLOUD MIGRATION FROM THE OLD TO THE NEW

Cloud Contact Center as a Service (CCaaS) Provider

Conduit Global Drives Digital Transformation across

Xerox’s European and North American Footprint

through its Cloud Omnichannel CX100 Customer

Experience Management Platform.

Operational Inefficiencies Each contact centre deployment required localised management, configuration and the licensing necessary to enable the business call flows associated with each ACD. Where the same call flow was required on several switches, duplication of configuration meant significant inefficiencies and the consumption of excess staff cycles for replication and support.

Through the life cycle of the contact centre platforms, repeated upgrades were required across the entire estate, which introduced significant support burdens through task repetition and led to regular downtime during maintenance. Due to the absence of local survivability, the operation constantly disrupted business continuity and had a negative impact on the customer experience.

Xerox has a long-standing international reputation for outstanding service and support. Intelligence is built into their

copier and printer elements to provide alerts for various events such as servicing, toner and errors. On receiving

such an alert, the end user responds, which sends a request for assistance to the Xerox contact centre. With an

extensive number of field devices to support across Europe and North America, alerts and responses can be

frequent and variable. Xerox relies on Conduit Global and its highly resilient, scalable CX100 omnichannel cloud

contact centre platform to maintain impeccable customer service standards while driving down annual costs and

increasing efficiency through appropriate contact centre routing.

Platform Flexibility When a new functionality was introduced in a single location, it couldn’t be utilised with ease throughout the footprint. The result was a divergent set of numerous localised solutions with different release levels and a variety of features and capabilities. This necessitated duplicative effort and extra costs to deliver the technology across each location.

Sprawling Footprint As its industry matured and grew, Xerox’s associated telephony and contact centre footprint underwent commensurate growth to support increased interactions with its customers. Based on legacy Time Division Multiplexor (TDM) telephony switches, globally-deployed within strategic geographical regions to support its consumer base, a dispersed technology footprint can quickly accumulate and evolve into a disparate set of infrastructures across several locations. Traffic was routed between dispersed nodes via PSTN that introduced expensive routing plans to remote nodes requiring expensive, local, in region, on-premise facilities and resources for infrastructure support. The result was a disparate infrastructure with different software release levels.

CHALLENGE

Future Proofing Constantly changing and rapidly-evolving customer interaction requirements, coupled with the birth of the omnichannel digital consumer, stifled the ability of the Xerox legacy platform to achieve its digital transformation aspirations.

Vendor SupportFollowing a decision forced by the end-of-life and support status of its telephony footprint, Xerox faced a multi-million-dollar outlay to ensure they remained current and addressed their vendors’ support concerns.

Xerox moves to the cloud with Conduit Global

12 Languages54 CountriesMulti-Million-Dollar Savings

Consolidation Migration to Conduit Global’s cloud has enabled Xerox to satisfy their end-of-life challenges and realise significant cost savings by consolidating its global infrastructure and reducing operational complexity.

Technology Obsolescence Insurance CX100 has helped Xerox sunset its legacy TDM telephony estate and migrate to a centralised solution. The company no longer has to outlay significant capital for future platform upgrades. Xerox will have access to future upgrades and innovations with zero downtime maintenance windows, thanks to Conduit Global’s elastic cloud subscription model.

Digital Transformation With the seamless transition to the CX100 cloud model, Conduit Global delivered the framework to introduce new channels, enabling digital transformation at a progressive pace aligned with Xerox’s engagement strategies. This framework also enables Xerox to leverage and expose new dynamic call flows, including Internet of Things (IoT). The company can now drive interactions based on external conditions or measurements and offer exciting new feature sets.

Predictable and Streamlined Cost Model CX100 has streamlined Xerox’s topology and made it possible for the company to re-utilise its costly real estate. Eliminating the distributed model and introducing SIP as a transit methodology has reduced costs. With a monthly consumption model, Xerox can predict its costs and expand or reduce them as business demands. The company has also been relieved of excess, unused license capacity and the financial burden of ownership.

Agent Efficiencies With skills-based routing, Xerox can multi-skill its agents to handle numerous varieties of interaction, driving greater efficiency and increased productivity. Centralised call flow management and dynamic up-skilling dovetail with the multiple operations Xerox supports.

Single Vendor Approach CCaaS delivery has helped Xerox reduce its vendor base. Conduit Global controls everything for Xerox: the numbering dial plan, IP transit, IVR development and platform and call flow management through to end voice delivery, all within Xerox’s various technical facilities.

Rapid/Agile Deployment The ability to scope and deliver varying contact centre solutions in a streamlined and agile manner enables Xerox to locate other segments of its business within the cloud quickly and efficiently.

Complex Integration Simplified Agent efficiencies have increased exponentially thanks to the integration of speech-enabled IVR applications with 3rd party database platforms that provide device recognition and validation. This also gives Xerox CTI enablement of both industry-standard and home-gown CRM applications.

SolutionIn 2012 Xerox opted to outsource their contact centre platform in Europe to Conduit Global with the deployment of a privately-managed Cloud Contact Centre as a Service (CCaaS) solution. The CX100 omnichannel Customer Experience Management Platform (CX100) leverages the capabilities and features of best-of-breed software partners. Housed within Conduit Global’s elastic cloud, CX100 is a best-in-class multivendor stack that delivers interaction management and enhanced technologies to support more than 50 countries in 12 different languages. CX100 enabled the displacement of legacy platforms, saving Xerox significant capital outlay while introducing new speech-enabled technologies, consolidation and streamlining of technology platforms. The platform also eliminated support burdens; the entire package is complemented by a tailored set of professional and “white glove” managed services for seamless migration to the cloud.

The successful operation and delivery of the Conduit Global cloud customer engagement solution, combined with six years of consistent engagement with Conduit Global, inspired Xerox to expand the platform in North America. Conduit Global’s team undertook a deep-dive analysis: the result was a full solution design that addresses all of Xerox’s customer interaction challenges. During this data-gathering phase, Conduit Global extracted the legacy call flows and associated logic, streamlined them wherever possible and seamlessly transitioned them onto the CX100 cloud instance. The team worked through the implementation and transition phases, leading to UAT, early adoption and a successful phased roll out.

BENEFITS

Challenges

• Geographically-diverse data centres

• Cisco-powered backbone

• Carrier diverse: optimised for time-sensitive traffic

• Built for elasticity

• Speech-enabled IVR

• Complimentary application suite

• Avaya contact centre suite

• Unified omnichannel view

• Agent desktop with softphone

• Flexible, future-proof solution – omnichannel availability, enriched functionality

• Channel deflection through self-service IVR, reduced burden on Xerox staff

• Agent efficiencies

• Streamlined call delivery, modernised call flows

• Calls routed more appropriately first time – improved voice recognition and routing

• Customer service performance indicators maintained or improved

• Simple to add new devices to the network

A Successful Partnership “We’re excited to partner with Xerox on this digital transformation journey,” said Conduit Global’s CEO, Michael Graham. “The CX100 cloud platform is a feature-rich, highly-scalable and flexible Omnichannel solution that gives Xerox a foundation for delivering highly optimized and innovative customer interactions.

“With Conduit Global CCaaS solutions, our customers can outsource their entire communications infrastructure to us, which means they can focus on their core businesses while we expertly manage their infrastructure and all related services at un-paralleled levels,” Graham added.

About XeroxXerox Corporation is a technology leader that innovates the way the world communicates, connects and works. We understand what’s at the heart of sharing information and all of the forms it can take. We embrace the integration of paper and digital, the increasing requirement for mobility and the need for seamless integration between work and personal worlds. Every day, our innovative print technologies and intelligent work solutions help people communicate and work better. Discover more at https://www.xerox.com/ and follow us on Twitter at @Xerox.

About Conduit GlobalA pioneer in cloud Contact Centre as a Service (CCaaS) solutions and Business Process Outsourcing (BPO), Conduit Global is transforming customer engagement in the digital era. We operate an award-winning omnichannel customer engagement platform built on industry-leading technologies designed for resiliency and scalability. CX 100, our global CCaaS platform, supports enterprises of all sizes in private and/or public cloud environments, enabling digital transformation and driving innovation through emerging technologies, including AI, analytics, IoT and NLU. With more than 25 years’ experience planning, deploying and managing contact centres, our consulting, professional and managed services turn our clients’ complex customer engagements into powerful connections. We employ over 3,000 customer experience professionals in eight countries to optimise live customer interactions and solve problems for businesses 24/7 with urgency and care. Find out what we can do for your organisation at www.conduitglobal.com.

Keywords: Xerox, Conduit Global, Contact Center as a Service, CX100 Cloud Platform, Managed services, IVR ,Internet of Things, Automation

SummaryXerox’s aging and dispersed customer engagement platform was stifling digital engagement and innovation. With Conduit Global’s Cloud CCaaS solution and our team of experts, Xerox embarked on a transformational digital journey. We truly collaborated with the company, analysing their core problems and scoping a solution to address their present and future needs, delivering everything against core milestones, achieving measurable goals and remaining within budget. Conduit Global’s omnichannel CCaaS platform has put Xerox in a great position, now and going forward, by enabling the realisation of digital transformation strategies and creating a controlled cost structure.

• Disparate worldwide infrastructure sprawl

• Operational complexities

Value Created Solution Highlights

• Platform Inefficiencies

• High TCO

• Legacy platform stifling innovation and growth

• Significant capital outlay to upgrade