genesys voice platform - fkii · genesys voice platform overview ivr for the future. 3. voice...

Genesys Voice PlatformGenesys Voice Platform

Chong-Soo Mooncsmoon@genesyslab.com

Chong-Soo Mooncsmoon@genesyslab.com

2

Agenda

Voice Market Overview

Customer Challenges

New “IVR” Model

Genesys Voice Platform Overview

IVR for The Future

3

Voice Industry Evolution

Voice industry is huge – Over 1.5 billion phones in 2002– Over $500 billion worldwide market

Phones limited to voice communicationsIncreased customer expectations

– eCommerce• Instant access to information

– Mobility• Speech-driven self-service

Genesys’ unique vision and technology transformsthe phone into an information tool

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5

Service more important than product

Nirvana89%

32% 78%

GoodService

PoorService

Problemswith product

No problems with product

Source: Purdue University, Re-purchase probability

6

7

The Enterprise Balancing Act

Provide superior customer support

Reduce costs,maximize resources

and increase efficiency

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Contact Center Challenges

Improve customer satisfaction– Anytime, anywhere, anyhow access– Focused applications and friendly experience

Improve efficiency while controlling costs– Blend self-service and assisted services

Enhance agent productivity & satisfaction– Reduce repetitive tasks and inappropriate routes

Reduce complexity of infrastructure– Integrate disparate systems using open standards– Reduce total cost of ownership of infrastructure

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Enterprise Dilemma

Islands of proprietary technology– Difficult to manage and integrate– Limited functionality and flexibility– Risk of obsolescence

Redundant investments in voice and web infrastructure

Customer Data

Back Office Data

Business Logic

Call Center

Web, email, chat

CTI

ACDDialer

PBX

Voicemail

IVR

Agents

TDM/IPTDM/IP

InternetInternet

ENTERPRISE

High total cost of ownershipLimited customer satisfaction

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Breaking the IVR Barrier

Standards adoption – VoiceXML, CCXML, etc.– Re-use of web business rules, logic, and integrations– Maximize CRM investment – Multi-sourcing for lower cost– Reduced cost of maintenance

Convergence of data and voice – Simplified management – Better utilization of deployed assets

Advances in speech technology – Rapid app dev and deployment leveraging open standards– Reduced cost of development– Personalized information access and delivery

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New “IVR” Model

Interactive Routing

Voice-enabled Web

ContentBusiness

Productivity

Speech-enabled Self-

service

BusinessApplications

Open ApplicationDevelopment Environment

OperatingSystems

Hardware

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Genesys Voice Platform

Leading next generation self-service platformSoftware solution based on open standards Single platform for multiple call center needsBroadest technology choices for customerOnly distributed IVR solution in the marketSuperior integration with Genesys SuiteOnly solution that supports overflow to networkProvides seamless bridge to future architectures

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Genesys Addresses Pain Points of Legacy IVRs

Standard-based solution– Reduces TCO– Provides consistent experience– Supports ASR without

forklift upgrades – Blends self and assisted service

Standard Web Application Server– Separates business logic from

infrastructure– Reduces complexity of

infrastructure– Leverages web resources

including developers, tools, logic, etc.

– Facilitates independent application development

MediaMediaresourcesresources

VoiceXML Interpreter

TelephonyTelephonyplatformplatform

InternetApplicationApplication

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Genesys Voice Platform Strengths

Choice– Flexible deployment options– Speech vendor integration

Consistency– Unification of voice and web– Single point of configuration and management

Control– Integrated Reporting – Development tools

Key Theme: Expanding Customer Choice

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Unification of Voice and Web

Genesys Voice Platform

Customer Data

VXMLTTS & ASR

AWeb Application

DevelopersCustomer

HTML

The IVR Application Environment is now Web-centric

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Genesys Voice Platform

Web Application Developers

Customer Data

VXML

ReportingConfiguration Studio

TTS & ASR

A

Genesys Voice Platform

Customer

Voice Self-Service Solutions

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Distributed Application ManagementGVP Network Edition

Carriers and Managed Services

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Centralized Application Management

FrameworkPBX

PSTN/IPPBX

GVP

Web Server

GVP Mgmt

LAN/WAN

CorporateSystems

GVP Mgmt

CorporateSystems

Web Server

GVP Enterprise Edition

Multi-Site Enterprises

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GVP ConnectivityCarrier Network

Web Application & GVP Mgmt

GVPGVP

GVP

GVP Network EditionISDN, T1, E1 & VoIP

Enterprise

GVPWeb Application

& GVP Mgmt

GVPWeb Application

& GVP Mgmt

GVPWeb Application

& GVP MgmtGVP Enterprise Edition

ISDN, T1, E1 VoIP Planned

PBXGenesys Suite

PBX

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Flexible Deployment Options

GVP Standalone Creates Opportunity for Genesys Suite

PBX Link

GVP SE

GVPGVP SE

PBX

Switch Capability

Genesys Suite

GVP EE

PBX

PBX

Direct PBX Rapid Install Genesys Suite

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Speech Vendor Integration

Leveraging Emerging Standards & Offering Vendor Choice

GVP

Cal

l Man

ager

TTSTTS

Voic

eXM

L In

terp

rete

r

ASRASRMRCPMRCP

Web ServerVXML

Speech Modules

20 Languages

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Development Tools

GVP Developer Edition

GVP in a box

Studio Development and Demo Tool

ScanSoft Voice Recognition and Text-to-Speech Enabled

Fully operational system with 4 ports of VoIP

Usable on a laptop or desktop system

Valuable Applications created by Genesys Marketing Support

Assisting Sales and Developers

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For the future IN Model

• Framework• Universal Routing• Outbound Contact• Reporting & Analytics• Configuration

UsersIN

Branch Offices

IP PBX

‘traditional’PBX

TServer

Contact Center Sites

VoIP GWVoIP GW

NetworkParkingIP IVR

IVR

GenesysIP Contact Center

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For the future Full IP

• Framework• Universal Routing• Outbound Contact• Reporting & Analytics• Configuration

Users SoftSwitch

Branch Offices

NetworkParkingIP IVR

IP PBX

IP (QoS)Network

‘traditional’PBX

VoIP GW

TServer

Contact Center Sites

VoIP GWVoIP GW Genesys

IP Contact Center

Thank You!Thank You!