leverage crm & enterprise apps with genesys
TRANSCRIPT
LORI NORMAN[ASUG INSTALLATION MEMBER
MEMBER SINCE: 2004
GLENN WINTER[ASUG INSTALLATION MEMBER
MEMBER SINCE: 1998
DIANE MOREHOUSE[INDUSTRY SIG PROGRAM CHAIR
MEMBER SINCE: 2001
]Leverage CRM & Enterprise Apps withGenesys Business Process Routing
Karin RittenbergGenesys
Tom LeddyAndrew Corporation
A Commscope Company
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Real Experience. Real Advantage. 2
Current Enterprise Business ApplicationsHow Genesys Can HelpBusiness Process RoutingAndrew CorporationQ & A
Agenda
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Current Enterprise Business Applications
BackOffice
ERP/BPM
FrontOffice
CRM/Portal
Overcomes B/O and F/O separation
CustomerInteraction
Management
ISV and Genesys to overcome Enterprise to Customer
separation
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Leverage our enterprise app investment
• Leverage customer access
• Gain margin
• Decrease operational cost
• Drive profit by cross selling
And they want it to be
• Fast direct but customized
• Secure and reliable
• A product
Customers told Genesys work with Oracle, Microsoft and SAP to:
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Why Do Traditional Apps Fall Short?
� They often cover segments of processes, not end-to-end process (people, systems, geographies, departments….)
� Business processes within them are are implicit – making it hard to identify the process problems, and change quickly
� Traditional applications are very IT and code-heavy, limiting the role of the business user in driving change
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How Genesys Can Help-It’s as Easy as ABC� Analytics � Business Process Management� Communication and CRM
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A: Analytics
� Analytics� Contact center analytics into enterprise analytics
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B: BPR
� Business Process Routing� Route to the right person through the right communications
channel� Optimizing resources & work processing
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Reduced Operational CostsN
umbe
r of
Cal
ls
07:00 Time18:00
Daily traffic distribution
Available Resources
CustomersWaiting in
Queue
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Better Visibility – of Resource & Work QueuesN
umbe
r of
Inte
ract
ions
Queue
Real-Time Interaction Volume
Contact center Verification Branch 1Approval Branch 2
Work Item
Work Process
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C: Communication and CRM
� Transform CRM with Advanced Communication� Enable Enterprise Apps with Voice & Speech
� Eg. Benefit enrollment via voice� 360 degree view of customer
� Eg. Front- & Back-office integration
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C: Extending CRM with G plus
Gplus Adapter & G plus work items option
Genesys Customer Interaction Management
SAP, Siebel, PeopleSoft, Microsoft
(work items, tasks)
Pre-packaged Integration
� Routing
� Agent Desktop
� Interaction History
� Configuration Synch
� Statistics
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GlobalMarketing
Global Service and Support & Global IT
Global Field Organization
ConsultingBusiness Solution Groups
Manufacturing Industries
� SolutionManagement
� ApplicationDevelopment
ServiceIndustries
� SolutionManagement
� ApplicationDevelopment
Financial & Public Services
� SolutionManagement
� ApplicationDevelopment
Application Platform & Architecture
Finance & Admini-stration
Human Resources
Office of the CEO
Global Comm.Corp. Consulting
Internal AuditGlobal IP
Technology Platform*Solution Management
Genesys impacts all of the Enterprise
Genesys
Genesys
Genesys
Genesys
GenesysGenesys
Genesys Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
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A Few Examples� Global Telecom Company:
Streamlining BillingSaving $9 Million
� Leading Provider of Student Loans:Streamlined Loan ApprovalSaving $4.4 Million
� Global Financial Services Company: Managing Trade ExceptionsSaving $1 Million, 50% staff reassignment
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Proven Success
“Genesys’ commitment to working with complementary application providers offers businesses a ’real-wor ld’ approach that delivers more complete solutions.”
META Group
600 G+ Customers Worldwide
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Benefits� Improve customer experience
� Personalize customer service. Automatically attach customer data with every call and transfer.
� Complete 360-degree view of the customer for better first contact resolution
� Intelligent voice self service for faster results; proactive customer notification for better responsiveness
� Real-time, integrated routing of all media types for consistent service delivery
� Increase business agility to respond to business needs and market opportunities� Real-time, business process management integrated with
mission critical applications for faster and smarter business decision making
� Open standard, Web-services enabled interoperability to dynamically optimize business processes and work flow across and outside the enterprise
� SOA-based foundation and composite applications leverage existing communication resources to create new business value
� Extend enterprise applications to any devices, anywhere,
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Benefits (2)
� Increase information visibility for smarter business decisions � Reporting and analytics integration for better management
insights and improved collaboration� Complete end-to-end, blended data and interactions
activities reporting for critical analysis and better decision making across the enterprise
� Lower total cost of ownership� Pre-packaged, out-of-the box integration boxes
implementation risks and high costs� Open standards solution leverages existing infrastructure, is
hardware agnostics and eliminates vendor lock-in
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Andrew CorporationA CommScope Company
� Tom Leddy – Senior Developer – Extended SAP Solutions� Technical lead for CIC Project
� Responsible for BSP Development� System Configuration� Middleware Management� CTI Integration� BASIS work� Security
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� A global designer, manufacturer, and supplier of communications equipment, services, and systems
� Total sales in 2007 over $4.3 Billion� Operates in over 120 Countries� No. of employees = 17,000� Sales done through direct sales to
OEMs, Carriers, also through distribution channels.
� Customer service and support through six Contact Centers worldwide.
� Types of customer service and support issues –� quotes, � order management� complaints
Andrew CorporationA CommScope Company
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Technology Environment
� Avaya S8700� SAP
� ERP R/3 Version 4.6c� CRM 5.0� Mobile Sales� Interaction Center Web Client� BW
� Microsoft Exchange� Lotus Domino� RightFax
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CRM Implementation
� Began with version 4.0 in 2004� Initially we used Mobile Sales for forecasting, opportunity
and contact management.� We upgraded to version 5.0 and implemented Interaction
Center Web Client in Q1 2008� We’re planning to upgrade to CRM 2007 by the end of Q1
2009
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Business Challenges
� Information Sharing – users need better access to information about other agents’ interactions with customers
� Need to optimize customer service and support to meet company metrics
Voice E-mailFax
� First call resolution. Route all interactions, including faxes from RightFax and Microsoft Exchange Server emails to the right resource.
� Provide improved visibility to agent activities.
� Provide more reliable data for resource allocation metrics, based on measured workload on a daily, weekly and monthly basis.
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Solution Overview
Genesys� Customer Interaction
Management platform� Inbound Voice� Gplus adapter and
Gplus Work Items Option for SAP
� Gplus adapter for SAP data access
R/3 CRM
BW
Mobile Client
CIC Web Client
PBX(Avaya)
InteractionMgmt
(Genesys)
Exchange Server (email)
RightFax (fax
server)
MW
MWMW
MW
Mobile App Studio
BSP/ABAP/JAVA
ITS
Legend� MW = SAP Middleware� BW = Business Warehouse� ITS = Internet Transaction
Server� BSP/ABAP/JAVA =
Programming Platforms� R/3 = SAP ERP System� CRM = Customer Relationship
Management� CIC = Customer Interaction
Center
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Implementation� No impact on existing operations
(transparent to customers)� Implementation took about 12 months
overall� 4 Months for the Genesys / CTI
portion to be set up.� Genesys partner onsite throughout
implementation� Better solution design� Effective knowledge transfer
� Change Management� Customer Service
Representatives now have to process all interactions including emails through IC Web Client
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Fax and Email Routing
� Fax number is put into the subject line of an email� Genesys passes fax number or email address to a
custom function module in SAP� SAP returns username of customer’s agent for routing� Routed to generic group if no record found
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� Push scenario (for now)� We didn’t want agents to be cherry picking the easy emails� After we went live, we determined that this wasn’t the best
solution� As part of our CRM 2007 upgrade we’ll be switching to a pull
scenario� Multiple Logins
� IC web client only allows one interaction at a time.� This is not acceptable for the way our business runs (agents need
to be able to answer the phone while replying to an email).� We solved this by creating a second login for users that’s
specifically for emails� The issue with this is that we now have to pay for two Genesys
licenses� Outgoing Emails
� Extensive work with SAP support to resolve issues involving
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Order and Quote management
� Still handled in R/3� Because we’re on version 4.6c, we use the BOR object to
pass data back and forth� Orders and Quotes are entered in the ERP system and
then linked to the activity clipboard in an interaction record.
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Customizations� Custom Inbox Searches By PO Number And Sales Number� Sub-reason field on Interaction Records� Business Partner notes in Identify Account screen� Ability to copy Interaction Record notes to the Windows clipboard� End Complete button added to the toolbar to automatically close interactions
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Rollout
� Application was rolled out to the users on 4/14/2008� The rollout went very smooth. Most issues were minimal
and got resolved within the first 48 hours.� Issues that have come up since the initial rollout
� Functional issues� Call routing issues� Genesys services needing to be restarted� Outbound email issues
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Benefits� Efficiency – Blended Agents (Media)
� Unified routing of all interactions –voice, email, fax
� Better resource allocation� First Call Resolution
� Improved by routing customers to their assigned agents,regardless of interaction type
� Fewer transfers, quicker resolution
Efficiency/Reduced Costs
Customer Experience
Management
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Benefits (cont’d)
� Customer Experience� Always routed to assigned agent,
regardless of interaction type
� Customers do not have to remember assigned agent
� – system automatically routes� Management & Visibility
� Measurement of all activities� Workload by day, week, month
� Agent Satisfaction� Improved as work is measured
accurately and workloadis appropriately assigned and balanced
Efficiency/Reduced Costs
Customer Experience
Management
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Genesys Solutions Used
� Inbound Voice CIM� Multimedia Routing For Emails And Faxes� Sap G+ Multichannel Adapter� SAP Data Access G+ Adapter
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Why Genesys
� Business Process Routing capabilities� Thorough detailed response to RFP� Ease of integration with SAP� Certifications with SAP
� Ecosystem partner – Mediu
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Lessons Learned
� Having a third party (Mediu) was very useful when it came to dealing with issues between Genesys and SAP � Issues resolved quickly� Amount of finger pointing was reduced
� Do not wait until the last minute to start work on reporting� Push scenario for emails eliminates “cherry picking” but
creates other issues for users that are less desirable
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Future Plans
� CRM 2007 upgrade is currently underway� Spain Rollout of IC Webclient set to begin after the
upgrade is complete� Evaluation of additional functionality within the existing
application is underway by our field services group.