genesys & skype for business - repo.devave.comsfb_johan+hendrik.pdf · gartner asked 400 ceos...
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Genesys&SkypeforBusiness
JohanBruce– Manager,SolutionsConsultingHendrikCoetzee– SolutionsConsultant
2 Confidential and Proprietary
BusinessEdition
On-Premises/Hosted
Up to 300 Seats
+FullContext Routing
Proactive WebEngagementCallback
Advanced Analytics &ReportingWFO- WFM&QM
Agent Scripting
Email,Chat ,Inbound &Outbound Voice
EnterpriseEdition
On-Premises/Hosted
Unlimited SeatsBusiness Edition Features
+Advanced Routing
Cross-Channel DataServices
Work ItemRouting
Custom Analytics
Advanced Management
Advanced Customization
&Integration
GenesysPlatformEditions
3 Confidential and Proprietary
GartnerAsked400CEOsWhichFiveTechnology-EnabledCapabilitiesWillBetheMostImportantAreasofInvestmenttoImproveTheirBusinessesOvertheNextFiveYears?
Source: Gartner Customer 360 Summit Presentation –What is the Customer Experience – Sept 2015,
CustomerExperienceMatters
4 Confidential and Proprietary
Incorrectclassificationofcalls,androuting toagentswithminimalskillsetwerethebiggestdriversofpoorNPSresults.
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10
0 200 400 600 800
ZeroCallTransfers
0
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4
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10
0 200 400 600 800
1CallTransfer
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10
0 200 400 600 800
2orMoreTransfers
NPS NPS
NPS
Seconds Seconds
Seconds
Avg8.8NPSscoreAvg5.6NPSscore
Avg3.1NPSscore
TheRelationshipBetweenNPSandTransfers
5 Confidential and Proprietary
DigitalEngagementIsExploding
2000s 2016
DigitalAdoption
CustomerSatisfaction/Experience
6 Confidential and Proprietary©2015,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.Video
RetailStore
Text
Solution- OmnichannelEngagement
Voice IVR
Website
Mobile App
Contact Center
Branch
BackOffice
Social
SystemofEngagement
7 Confidential and Proprietary
SystemofEngagement
CustomerJourneyManagement
©2015,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
Interaction &Work ItemRouting
WorkforceOptimization
LifecycleMonitoring &Analytics
Self&AssistedService
OmnichannelContext
PersonalizedOrchestration
1 2 3
8 Confidential and Proprietary
AnIntegratedApproach
Leads
Opportunities
Cases
SystemofEngagement SystemofRecord
SystemofEngagement
UnificationLayer
9 Confidential and Proprietary
TheExperienceEconomy:ShiftfromProductstoExperiences
• 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$$
Experience$$$$
10 Confidential and Proprietary
MovefromrandomtodesignedjourneysDesignedJourneyRandomJourney
EmotionalCurve
Greatcustomer journeyscreate loyalcustomers,whospendmoreandrecommendyoutotheir friends
11 Confidential and Proprietary
Gbank/omni channeldemo
12 Confidential and Proprietary
BusinessEdition3keyfactorsforsuccess
APackagedOffer! LifecycleManagement ! AMarket Leader!
©2012,Genesys Telecommunications Laboratories, Inc.All rightsreserved.
13 Confidential and Proprietary
StandardizedDeploymentDeliveryMethodologyin30daysorless
WEEK1
WEEK2
WEEK3
WEEK4
Sessionwiththecustomertoreviewprerequisitesandgatherrequirementstocustomizethetemplates
PartnerorGenesysProfessionalServicesdeploythepreinstalledserver, finalizeconfigurationandtest thesolutiononcustomerenvironment
Endtoendtestinganduseracceptance testingisperformedwiththecustomer
TheBusinessEditionisreadyforcustomers.Fivedaysofonsitesupportisprovidedtoassistcustomerinthefirstdaysofproduction
14 Confidential and Proprietary
BusinessEdition
On-Premises/Hosted
Up to 300 Seats
+FullContext Routing
Proactive WebEngagementCallback
Advanced Analytics &ReportingWFO- WFM&QM
Agent Scripting
Email,Chat ,Inbound &Outbound Voice
EnterpriseEdition
On-Premises/Hosted
Unlimited SeatsBusiness Edition Features
+Advanced Routing
Cross-Channel DataServices
Work ItemRouting
Custom Analytics
Advanced Management
Advanced Customization
&Integration
GenesysPlatformEditions
15 Confidential and Proprietary
RapidTimeToValueGenesys Care
Implementation Operational
Genesys UniversityBeginner Advanced
Genesys or Partner ConsultingPre-Sale After-Sale
StandardProvisioning
Options
On-Premise
StandardConfigurations
BasePackage
OptionalPackages
+
StandardRequirements
Hosted
16 Confidential and Proprietary
WhyWeAreHereToday
The power of
Best-in-Class Contact Center
joins with
Best-in-Class Unified Communications
for a best-in-classOmnichannel customer experience
17 Confidential and Proprietary
Best-in-Class Unified Communications Best-in-Class Contact Center
18 Confidential and Proprietary
Genesys&SkypeforBusinessTakeCustomerExperience totheNextLevel
Future-proofyourinvestmentsbyconsolidatingbest-of-breedsoftwareinfrastructures
Engageconsistentlyandseamlesslyacrossalltouchpoints,channelsandinteractions
Deliverloweffortandpersonalizedomnichannelcustomerexperiences
19 Confidential and Proprietary
GenesyshasanativeintegrationtoSkypeviaUCMA
What’sDifferentwiththeGenesysIntegration?
20 Confidential and Proprietary
Whatdoesthismean?
• CustomercanconnecttoacontactcenterviaLync/Skypeo IM,voice,orvideoo Samerouting,tosameagentpools,asotherchannels
• Robustmediainteroperabilityo EffortlesstransitionbetweenIM,voice,video
• Presenceandcollaborationacrosstheenterprise• FullyintegratedwithGenesysWorkspaceomnichannel desktop• ReportingonLync/Skype channels
What’sDifferentwiththeGenesysIntegration?
21 Confidential and Proprietary
Enablecustomerconversationswithrichcollaboration
Mobile
Kiosks
TV,Gaming Skype
CustomerChannels
BusinesstoBusiness
Web
22 Confidential and Proprietary
ManageCustomerJourneysacrossTouchpointsbyVirtualizingyourworkforce
Front-officeAgent
HomeAgent
MobileWorkers
EmployeeDesktops
BranchOffice Back
Office
23 Confidential and Proprietary
S4Bdemo
www.genesys.com