first contact - repo.devave.comsfb_nathan.pdf · source: gartner customer 360 summit presentation...
TRANSCRIPT
Collaboration
Identity
Cloud
Lif
ecy
cle S
erv
ices
Connectivity Devices
Customer
Experience
Unified
Communications
Ap
plic
atio
ns
Infr
astr
uctu
reP
latf
orm
s
Hybrid On-Premise
Busin
ess P
rod
uctivity
The insurance claim
6/3 – Problem7/3 – Insurance claim11/3 – Claims adjuster29/3 – Cleaner booked12/4 – Cleaner arrives22/4 – Cleaner waitingfor authority26/4 – Builder arrives
What’s missing?
Workflow / Process automation & optimisationWorkforce managementEfficient & Effective CommunicationsFailed to recognise an unsatisfied customerApplication of analytics for context
The Omni-Channel Enterprise
ChatVoiceVideo
Conferencing
EmailWorkflow automation
SocialMachine Learning
AnalyticsCRM
Workforce Management
Better Together
Integrated front office & back office
Rapid engagement of Subject Matter Expertise
Broader range of interaction channels
Channel escalation
Genesys & Skype for Business
Johan Bruce – Manager, Solutions ConsultingHendrik Coetzee – Solutions Consultant
Business Edition
On-Premises/Hosted
Up to 300 Seats
+Full Context Routing
Proactive Web EngagementCallback
Advanced Analytics & ReportingWFO - WFM & QM
Agent Scripting
Email, Chat , Inbound & Outbound Voice
Enterprise Edition
On-Premises/Hosted
Unlimited Seats
Business Edition Features+
Advanced Routing
Cross-Channel Data Services
Work Item Routing
Custom Analytics
Advanced Management
Advanced Customization
& Integration
Genesys Platform Editions
Gartner Asked 400 CEOs Which Five Technology-Enabled Capabilities Will Be the Most Important Areas of Investment to Improve Their Businesses Over the Next Five Years?
Source: Gartner Customer 360 Summit Presentation –
What is the Customer Experience – Sept 2015,
Customer Experience Matters
Incorrect classification of calls, and routing to agents with minimal skill set were the biggest drivers of poor NPS results.
0
2
4
6
8
10
0 200 400 600 800
Zero Call Transfers
0
2
4
6
8
10
0 200 400 600 800
1 Call Transfer
0
5
10
0 200 400 600 800
2 or More Transfers
NPS NPS
NPS
Seconds Seconds
Seconds
Avg 8.8 NPS score
Avg 5.6 NPS score
Avg 3.1 NPS score
The Relationship Between NPS and Transfers
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.Video
Retail Store
Text
Solution - Omnichannel Engagement
Voice IVR
Website
Mobile App
Contact Center
Branch
Back Office
Social
System of Engagement
System of Engagement
Customer Journey Management
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Interaction &Work Item Routing
WorkforceOptimization
LifecycleMonitoring &
Analytics
Self & AssistedService
OmnichannelContext
PersonalizedOrchestration
1 2 3
An Integrated Approach
Leads
Opportunities
Cases
System of Engagement System of Record
System of Engagement
Unification Layer
The Experience Economy: Shift from Products to Experiences
• 89% of retailers plan to compete on CX in the near future – NRF 2015
• CX is a differentiator for 82.5% of businesses – DD Benchmark Report 2016
Commodity$
Product$$
Experience$$$$
Move from random to designed journeys
Designed JourneyRandom Journey
EmotionalCurve
Great customer journeys create loyal customers, who spend more and recommend you to their friends
Business Edition 3 key factors for success
A Packaged Offer ! Lifecycle Management ! A Market Leader !
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Standardized DeploymentDelivery Methodology in 30 days or less
WEEK 1
WEEK 2
WEEK 3
WEEK 4
Session with the customer to review prerequisites and gather requirements to customize the templates
Partner or Genesys Professional Services deploy the preinstalled server, finalize configuration and test the solution on customer environment
End to end testing and user acceptance testing is performed with the customer
The Business Edition is ready for customers. Five days of onsite support is provided to assist customer in the first days of production
Business Edition
On-Premises/Hosted
Up to 300 Seats
+Full Context Routing
Proactive Web EngagementCallback
Advanced Analytics & ReportingWFO - WFM & QM
Agent Scripting
Email, Chat , Inbound & Outbound Voice
Enterprise Edition
On-Premises/Hosted
Unlimited Seats
Business Edition Features+
Advanced Routing
Cross-Channel Data Services
Work Item Routing
Custom Analytics
Advanced Management
Advanced Customization
& Integration
Genesys Platform Editions
Rapid Time To Value
Genesys CareImplementation Operational
Genesys UniversityBeginner Advanced
Genesys and Partner ConsultingPre-Sale After-Sale
Standard Provisioning
Options
On-Premise
StandardConfigurations
Base Package
Optional Packages
+
Standard Requirements
Hosted
Why We Are Here Today
The power of
Best-in-Class Contact Center
joins with
Best-in-Class Unified Communications
for a best-in-classOmnichannel customer experience
Genesys & Skype for BusinessTake Customer Experience to the Next Level
Future-proof your investments by consolidating best-of-breed software infrastructures
Engage consistently and seamlessly across all touch points, channels and interactions
Deliver low effort and personalized omnichannel customer experiences
What does this mean?
• Customer can connect to a contact center via Lync/Skypeo IM, voice, or video
o Same routing, to same agent pools, as other channels
• Robust media interoperabilityo Effortless transition between IM, voice, video
• Presence and collaboration across the enterprise
• Fully integrated with Genesys Workspace omnichannel desktop• Reporting on Lync/Skype channels
What’s Different with the Genesys Integration?
Enable customer conversations with rich collaboration
Mobile
Kiosks
TV, GamingSkype
CustomerChannels
Business to Business
Web
Manage Customer Journeys across Touch pointsby Virtualizing your workforce
Front-office Agent
Home Agent
MobileWorkers
EmployeeDesktops
BranchOffice
BackOffice
Feature Roadmap
Integrated Infrastructure
Voice
Contact Center
PSTN recording
Internal Helpdesk
Expert Consult
Digital CX
IM, video, voice
KioskSkype
(consumer)Skype on the Web
Skype on Mobiles
Branch office
Available Partial Available Next