1. Making the Business Case for WebRTC

2. What’s Inside:  This PowerPoint template will walk you through putting together the numbers you need to make a business case for WebRTC in your organization  The accompanying Excel Calculator is designed for simplicity:  It befits a feasibility-level study; more complex analyses would require a more robust model  It is based on cash flow, not P&L  It has no macros  All data and assumptions are to be entered on one tab, the other tabs are for display only

3. Show Current State 1. Input current state data  Simply enter in values in the green boxes  The fields in yellow will be calculated by the model

4. Show Project Costs 2. Enter the project costs and discount rate  Estimate costs based on prior experience, market scan, or vendors’ indicative pricing  Discount rate can be usually obtained from CFO group

5. Show Target State 3. Enter in target state benefits by year  It is best to start with the last year, then back into how much of that benefit you’re likely to achieve by the end of each intervening year

6. Customize the Presentation 4. Customize the PowerPoint to fit your needs  Review the numbers in your completed Excel spreadsheet then cut and paste the exhibits into this PowerPoint presentation  Follow the format of presenting the current state, project costs, target state and investment analysis

7. Document Risks And Soft Benefits 5a. Include risks of implementing WebRTC  Some communication cost benefits might be realized without the WebRTC project  Labor costs reduced through quicker first call resolution might be offset by increased hourly costs 5b. Include soft benefits of WebRTC  Improved security  Improved employee collaboration within the contact center and throughout the organization  Improved customer service via richer user experience and more frequent first-call resolution

8. Make it Work 6. If you don’t like the answer, just change the assumptions  You can always go back and change:  Target state reduction projections and the forecast speed to attainment  The discount rate you’ll receive Created by William Freedman @ITCaseMaker & Tom’s IT Pro @TomsITPro