omnicanalidad: retos y tendencias del servicio al …€¦ · genesys confidential and proprietary...
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@SoftlineLatam
OMNICANALIDAD: RETOS Y TENDENCIAS DEL SERVICIO AL CLIENTE EN TIEMPOS DE REDES SOCIALES Y MENSAJERÍA INSTANTÁNEA
#SoftlineWebinars
Ricardo PardoUCaaS ManagerSoftline Latinoamérica
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ConfidentialandProprietary272727
NOMOFOBIA
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3Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
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68% de los clientes utilizan al menos 3 canales- Ovum
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5Genesys confidential
and proprietary
information.
81%Are less about
friendly service
and more about
FAST service
72%Want to
purchase and
be served via a
mobile app or
web
8 of 10Are using
multiple
channels to get
issues resolved
72%Expect a
seamless
cross- channel
experience
Millennials wants to
serve themselves
Using multiple channels, sometimes
simultaneously
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NACIDAS en la era DIGITAL
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Qué pasa con los tradicionales 01800 ??
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Aplicaciones de Audio y Video Gratiuitas ??
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NextGen CX: Omnichannel Engagement
9
CALL CENTERAssisted service
Self-service
Channels
Customer journey need to be consistently orchestrated
CONTACT CENTER
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Contact Center Infrastructure
Process Automation
Workforce Engagement
Commu
& Collaboration
CRM Marketing & Commerce
Journey Management & Analytics
CRM Customer
Engagement
Digital & Mobile
Engagement
Virtual Assistance &
Machine Learning
Engagement Digital
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11
Volumen de llamadas
Plataforma agentes
Capacidad perdida agentes
Clientes frustrados
Optimización de la Productividad
Vo
lum
en
/ Tr
áfi
coIn
tera
ccio
nes
Tiempo
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12
Vo
lum
en
/ Tr
áfi
coIn
tera
ccio
nes
Tiempo
Optimización de la Productividad
Priorización /
Enrutamiento
Inteligente
Auto Servicio
Enrutar a otros
Canales
Ofrecemos CallBack
Devolución de
contactos
Campañas Outbound
Cross / Up Selling
Capacitación
E-mail /
Chat / Social
Media
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Not All Clouds Are Created Equal
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Mass interlinked software
Complex annual upgrades
Multiple points of failure
Additional data center capacity
Independent microservices
Continuous innovation
No single point of failure
Built to Scale
Monolithic Cloud Architecture
True Cloud Architecture
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PureCloudContact Center
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Serve your customers through any channel
✓ Inbound/Outbound Voice
✓ Web Chat
✓ Social Media
✓ Fax
16Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Omni-channel Routing
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PureCloudContact Center
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Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 18
2.8BSmartphones
in 2016
1.2BApps on iTunes
6KTweets
Per second
2.1BSocial Media Users in 2016
The Pace of Digital Change can be intimidating!But we’re here to help.
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The Channel Challenge
Is it a seamless experience?
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Not All Clouds Are Created Equal
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PureCloud–A Platform for Change
✓ Resilient Micro-service Architecture
✓ Scalable and Available
✓ Enterprise-Grade Security Built-in
✓ Continuous Innovation
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Serve your customers through any channel
✓ Inbound/Outbound Voice
✓ Web Chat
✓ Social Media
✓ Fax
22Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Omni-channel Routing
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Co-Browsing
✓ Guide online purchases and reduce shopping cart abandons
✓ Show specific product or service information
✓ Assist with completing and submitting web forms
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Speech Enabled IVR
Fully Integrated IVR
✓ Speech is built-in!
✓ Inbound and outbound call flows
✓ Record prompts
✓ Play recorded messages
✓ Data dips and screen pops
✓ Callback from queue
✓ Text-to-speech
✓ Employee directory
24Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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Use our Outbound Dialing for✓ Preview
✓ Progressive
✓ Power
✓ Predictive
✓ Campaign and list management
✓ Rule sets and wrap-up codes
✓ Blending (inbound/outbound)
✓ Graphical scripting
Telemarketing & Sales
Verification
Appointment Reminders
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Performance & Analytics
Real-time Supervisor
• Agents, Queues, & Interactions
• Quality metrics and evaluations
• Mobile application
Agent Dashboard
• Performance
• Time management & schedule
• Evaluations
Reports
• Pre-defined and customized reports
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Real-time Performance
27Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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Workforce Optimization
Recording QualityManagement
Workforce Management
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Recording & Quality Management
• Ad-hoc recording
• Real-time monitoring
• Search to locate interactions
• Stereo recording
• Annotate a recording
• Evaluations
• Performance feedback
• Calibration for scoring consistency
• Interaction storage
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Workforce Management
The right staff,
At the right time,
At the right place.
Forecasting
Adherence
Scheduling
Monitoring
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Give your agents a consolidated view
Built-in Intergration✓ CRM Integration
✓ Data Dip
✓ Object Routing
✓ Screen Pops
31Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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PureCloud Open Architecture
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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PureCloud Voice
✓ Internet based telephony service
✓ Voice Points-of-Presence (PoP)
with Reliability and Security
✓ Pricing based per minute
✓ Flexible payment
✓ Available now
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For Agents
✓ Unified Interface
✓ Telephony
✓ Omni-channel
✓ Integration
✓ Agent Experts
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For Supervisors
✓ Unified Interface Web browser or installed desktop interface
✓ Supervisor Dashboard Real-time performance for queues, agents, interactions, channels
✓ Real-time Interaction Monitoring Observe interactions in progress and evaluate
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For Administrators
✓ Designed for self-administration
✓ Create and manage call flows
✓ Queue administration
✓ Add agents and skills
✓ Roles and permissions
✓ Manage directory information
✓ Manage DIDs and extensions
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For Customers
✓ Frictionless experience
✓ No need to repeat information
✓ Any channel, on any device
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Omni-channel Routing
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 38
Get your customer to the right resource, at the right time
✓ Skills Based Routing
✓ Bulls Eye Routing
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Why PureCloud?The choice is simple
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40Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from http://www.genesys.com.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or it’s affiliates in the U.S. and international, and is used herein with permission. All rights reserved.
October 2015May 2016
Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
May 2017
A recognized leader nine times in a row
Gartner placed Genesys highest amongst all vendors in the 2017 “Magic Quadrant for
Contact Center Infrastructure, Worldwide,” making Genesys the undisputed leader in
ability to execute and completeness of vision.
Genesys Is Proud To Be A Gartner Leader For The 9th Consecutive Year!
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Why PureCloud Contact Center?
41Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Simple Pricing True Cloud Architecture Feature Rich Solution
Fast Deployment Amazon Web Services All-in-one Solution
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Integraciones a CRM son claves.
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PARA CONSULTORÍA Y COTIZACIONES
#SoftlineWebinars
¡Gracias!
Ricardo PardoUCaaS ManagerSoftline Latinoamérica