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SELF-SERVICE: OWN THE EDGE BEYOND THE IVR

Alex Zolotar Rodney Hassard

Product Manager, Genesys Solution Lead, Genesys

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PROVEN SELF-SERVICE ON TRADITIONAL CHANNELS

Better Self-Service

• Increased self-service by 100%• Improved NPS from 5.7 to 6.3• ROI less than 12 months

Personalization & MicroApps

More Insight

• Fine tune business processes• Increased ID&V & Self-Service• ROI less than 12 months

Customer Journey Reporting

Faster Time to Market

• Respond to consumers faster• Increase productivity• ROI less than 6 months

Intuitive Control Centre

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CUSTOMER ENGAGEMENT IS CHANGING

Face to Face

Agent

IVR

SINGLE CHANNEL

TwitterFace to

Face

Kiosk

Facebook

Chat

SMSAgentTablet

Web

Mobile

IVR

OMNICHANNELOMNICHANNEL

Customer engagement options in the 1990s Customer engagement options today

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OLD TECHNOLOGY DOES NOT HELP CX OR COST

◉ Technology silos

◉ Functional silos

◉ Inflexible development tools

◉ Old systems difficult to integrate

◉ Low level technical skills required

◉ Poor reporting / visibility

TwitterFace to

Face

Kiosk

Facebook

Chat

SMSAgentTablet

Web

Mobile

IVR

OMNICHANNELOMNICHANNEL

Customer engagement options today Key challenges

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VOLUME OF SERVICE INTERACTIONSHANDLED

Customer engagement maturity model

Voiceself-service

Visual IVRWeb self-service

ChatSMSMicroApps

Multi-modalMessaging as service

Text AnalyticsNatural Language

Intelligent AgentArtificial intelligence

Internet of ThingsSelf-healing systems

ONE ENGINE, MULTIPLE PRESENTATIONS / PERSONAS

INTERACTIONS WILL INCREASE

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WHAT DOES THE INDUSTRY WANT?

Organisations are looking at customer engagement self-service… they are not thinking in silos any more.

• Personalization

• Calls can utilize self-service, assisted service, or virtual agents

• Complement omnichannelstrategy

• IVR refresh

• Require ability to make changes quickly

• Currently lack reporting & insights

• Virtual Agent capability from IVR and web

• Improve first time resolution through better routing

• Increase self-service by better guiding customers to the most appropriate service (voice and digital)

• Provide comprehensive MIS reporting

• Improve the overall CX

New self-service requirements consist of:

• Personalized IVR• Natural language understanding on voice• Virtual Assistant on digital with AI – before moving to voice• Virtual Assistant on voice – before moving to digital• Messenger Bot

Contact centers even starting to look at things like Amazon Echo to enable customers to “set up an appointment”.

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TwitterFace to

Face

Kiosk

Facebook

Chat

SMSAgentTablet

Web

Mobile

IVR

OMNICHANNEL SELF-SERVICE

SERVICE AUTOMATION IS THE KEY

Machine

Human

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GENESYS APP AUTOMATION PLATFORM

INBOUND

OUTBOUND

DIGITAL

SELF-SERVICE

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YOUR SERVICE AUTOMATION PLATFORM

Presentation Layer

Integration Layer

Analytics & Reporting

MicroApps Layer

ID & VBalance Enquiry

Bill PayOrder Status

PIN Change

Fair Usage Survey …

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WHY AUTOMATION PLATFORM – DIFFERENTIATORS

Out-of-the-box personalization Build & deploy omnichannelonce across all channels

Robust analytics

More control of the CX Rapid deployment & reduced project risk with Micro Apps

Native integration

Native storing of

data and 3rd

party CRM integration

Seamless CX across voice

& digital channels

Data visualization

shows customer journeys

Inuitivedrag-and-

drop interface for

on-going changes

80+ pre-built &

custom Micro Apps

Native integration to routing

and employee

engagement

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WHAT DO THE ANALYSTS RECOMMEND?

1. Companies must offer coordinated self-service channels to meet a customers expectation for service – bridge digital and voice

2. Companies must offer true omnichannelexperiences – pass context between all channels

3. Companies must design omnichannelexperiences – by having visibility to refine them

4. Companies must keep a close pulse on evolving customer requirements – by responding quickly to new channels and customer demands

The Case For OmnichannelSelf-Service How Empowering Customers Across Channels Enables Organizations To Succeed In The Age Of The Customer

ForresterOctober 2016

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IMPROVE YOUR CX & BUSINESS PERFORMANCE

Increase self-service on web

with Virtual Assistants to

improve routing and self-service

Increase self-service on voice

by leveragingVisual IVR,

Personalization and NLU

capabilities

Reduce chat agent AHT & cost

with MicroApps to support a blended

CX

Reduce cost to serve & App fatigue

with Bots on messaging platforms

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DEMO #1 – PAY A BILL - FACEBOOK BOT WITH NLU

Features

◉ Text analytics

◉ Payment Capture

◉ Option for callback

◉ Immediate updates

Benefits

◉ Improve CX

◉ Increase deflection

◉ Reduce AHT

◉ Reduce agent chat time

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DEMO #2 – PAY A BILL – VIRTUAL ASSISTANT ON WEB

Features

◉ Same callflow as Facebook

◉ Text analytics

◉ Payment Capture

◉ Option for callback

◉ Immediate updates

Benefits

◉ Improve CX

◉ Increase deflection

◉ Reduce AHT

◉ Reduce agent chat time

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DEMO #3 – PAY A BILL – CHAT

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DEMO #4 – PAY A BILL – VOICE

Features

◉ Same callflow as Facebook & web but presented on Voice

◉ Personalization and/or NLU

◉ PCI PA-DSS Payment Capture

◉ Option for callback

◉ Immediate updates

Benefits

◉ Improve CX

◉ Increase deflection

◉ Reduce AHT

◉ Reduce agent chat time

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PUTTING IT ALL TOGETHER

◉ Vodafone Solution video https://youtu.be/rTYlhxCuAOk

◉ Vodafone Corporate video https://youtu.be/UtWlUU6XdBg

Talk to us about doing a Service Automation Discovery Workshop and our SMART Maturity Model to bring you world class CX

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THREE KEY TAKEAWAYS

1. Customer engagement is changing, people are starting on digital channels and transitioning to voice for complex queries

2. Focusing on digital without voice will lead to a disconnected CX

3. Genesys App Automation Platform will provide an omnichannel self-service solution that enables:● Continual CX improvement

● Automation and operational efficiency savings

● A scalable and intelligent platform for future self-service trends

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Find out more @ www.genesys.com.

158% ROI Over Five Years

Payback in 12.8 Months

$20M+ Reduction in Infrastructure Costs

$7600+ NPV Per Agent License

HOW CAN GENESYS HELP YOU?

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BACKUP VIDEOS

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INCREASE SELF-SERVICE ON VOICE

…by leveraging multimodal

capabilities using…

Visual IVR

Key Benefits

◉ Improve CX

◉ Reduce AHT and cost

◉ Improve FTR

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INCREASE CALL DEFLECTION & FTR

Key Benefits

◉ Personalize & Improve CX

◉ Deflect more calls

◉ Improve FTR

… on digital channels using...

Virtual Assistants, NLP, AI etc

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INCREASE CALL DEFLECTION & FTR

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REDUCE INTERNAL TRANSFERS & AHT

Key Benefits

◉ Reduce Agent chat time

◉ Provide seamless CX

◉ Reduce AHT and cost

◉ Improve FTR

◉ Provide over 80 Microapps

◉ Provide PCI PA-DSS secure payments

…by giving agents the ability to

push…

MicroApps(early adopter)

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REDUCE CHAT TIME & AHT

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CAPTURE YOUR AUDIENCE

Key Benefits

◉ Improve CX through seamless channel transition

◉ Reduce AHT and cost

◉ Improve FTR

… and reduce cost to serve & app

fatigueby using bots on…

Facebook Bot