delivering value through insights genesys product management deep dive into insights and advisor...

Delivering Value Through InsightsGenesys Product Management Deep Dive into Insights and Advisor

Teddy Rusli, Sue Harkreader, and Craig CovingtonG-Force Seattle

3 3 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Drama

THE COMPANY has a renewed focus on increasing revenue during sales interactions while maintaining differentiated customer service for each customer segment. But like all good plans…. Lets’ see how our intrepid trio Save the World from Bad Customer Service using Genesys Performance Management.

CC Manager Analyst Boss-man

4 4 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

5 5 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Saving the World from Bad Customer Service with Genesys Performance Management

GPM brings information together, provides relevant answers, and empowers users to act.

Insights provides strategic and detailed answers to historical performance

Advisor provides real-time visibility and management of complex operations

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

7 7 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Advisor – Brings Data Together

• Across multiple contact centers and lines of business.

• Across voice, email and chat.

• In 8.1.1, Frontline Advisor added• Hierarchy stored in Configuration Server for centralized administration

• Additional time profiles for a broad spectrum of intraday views

• Coming in 2012: •Role Based Access across Advisor suite.

• Load balancing across multiple Stat Servers.

8 8 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Advisor – Provides Useful Answers

• Root cause analysis.

• Recent trends. In 8.1.1 added:• Option to show 2 metrics in a chart to look for relationships.

• Upper and lower bound options for thresholds.

• Correlation with workforce management plans.

• Coming: Consolidation of Workforce Advisor with Contact Center Advisor.

9 9 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Advisor – Empowers Users to Act

• Re-skill (or logoff) agents.

• Record actions to learn from past choices.

• Take answers with you with Mobile Edition. Now supports:

• iPhone, Blackberry, Android, iPad devices

• Most of what Contact Center Advisor delivers…in your hands

• Coming in 2012: logging of administrative changes (what and who).

10 10 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Interactive Insights – Bring Data Together

Comprehensive Reporting and Analytics - All Media Types Voice Chat Email SMS Social Media 3rd Party Media

Unified and Normalized Metrics

Coming Next:

Bring WFM (workforce management) data so that you can easily compare scheduled and actual

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Interactive Insights - Useful with Business Context 4 Out-Of-The-Box

Dimensions2 Out-Of-The-Box

Measures

10 Tenant (Contact Center) Dimensions

10 Agent Dimensions

Satisfaction #Revenue #CustomerSegment

ServiceType

ServiceSub-Type

BusinessResult

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

UserDefined

AgentClass

Agent Skill #1 Etc Etc EtcCustomer

StateBusiness

UnitProduct

LineSpecificProduct

Demo-graphic

BusinessUnit

ProductLine

SpecificProduct

Demo-graphic

CustomerState

AreaCode

AdChannel Etc Etc Etc

Interaction

What else? CustomerID

InteractionID

Time Stamp

To (DNS)

AgentTeam

Agent NameFrom Etc

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Interactive Insights – Empower Users

Ad-hoc analyticsAutomated report distributionRole based security

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Coming Next:• Richer Visualization: dashboard• Access to all devices: mobile,

tablet

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Stat Server II – Refresh of Stat Server architecture with 3 main goals

Consistency across Time

• Internal consistency improvements with ICON via shared logic and metric definitions

• Option to wait for delayed events

Consistency across Applications

• Media agnostic• Measure applications

directly (not java extensions) which gives full power of Stat Server to all applications

Scale, including high availability

• Distributed and take advantage of multi-core processor environments.

Stat Server II 8.1 is now Restricted Availability, focused on the consistency goals.

• eServices/iWD only, Microsoft only, ideally < 1000 agents, CCPulse+.• Runs side by side with Stat Server so no risk to routing or other clients.

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Today Tomorrow

Reporting , ad-hoc analytics, and real-time displays

Interactive dashboards, business-centric visualizations, & advanced analytics

Comprehensive multi-channel coverage Cross-channel optimization

Business-centric understanding of front and back office events

Proactive supervision of the customer experience across departments

Real-time answers on smart-phones All answers anywhere: desks, smart-phones, and tablets

Genesys Performance Management Future

ConceptConcept

& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!

Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.

Customer feedback surveys will be sent to you online later…

Follow ME @Convo_Craig, @SueHarkreader, @t_with_r