contact center buying decision - three things to consider

Contact Center Buying Decision: THREE Things to Consider

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

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Presenter

Keith PearceVice President, Solution MarketingGenesys@pistolprce

#CUSTSERV At The Expense of the PBX?

Enterprise Telephony Has Trumped #CUSTSERV

The Days Of ‘Good Enough’ Are Gone

Non-Disruptive Approach Can Accelerate #CUSTSERV Innovation

1. Separate Your #CUSTSERV & Enterprise Telephony Requirements

Self-Service Isn’t The Silver Bullet

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

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Who Provides Hands-On Customer Service?

Contact Center

Back Office

Branch

Outsourcers

2. Create Alignment Between Your Service

Channels & Departments

Flexible Deployment Opportunities

A cost-effective and reliable enterprise class solution without the Capex

Remove the 15-22% infrastructure recurring maintenance barrier

Move beyond the contact center and engage the company in customer service

Scale up or down in response to changing business conditions and companies growth

Aggregate disparate channels into 1 customer conversation

3. Build A Flexible, Non-Disruptive, Non-

Proprietary #CUSTSERV Strategy

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

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Customer Interaction Management from Genesys

InteractionManagement Case

Management

Employee Desktop or Mobile App

Interaction &Case Routing

InteractionAnalytics

CustomerRecord

WorkforceOptimization

OperationalIntegration

Voice

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

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A Seamless Conversation Across Channels

Web

Contact Center

Mobile

In Person

Social

Navigation

Talk

Chat Question

Verification

Expertise

Talk

Consultation

Tweet

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

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Build Enterprise Alignment in #CUSTSERV

Connect all departments & business partners to one common platform

Have all employees sit in one virtual pool of resources

Have an Enterprise view on Availability & Skills

Conclusion & Key Takeaways

1. Stop Making Your Customers Victims Of Your PBX Vendor

2. Channel & Company Alignment On Who Deals With The Customer When Is Critical

3. Watch Out For The Proprietary Trap As You Build New Go-To-Market Requirements For #CUSTSERV Apps & Platforms

For more information, please visitwww.genesys.com

Email us:

enterprise.programs@genesys.com

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

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

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Thank You for participating!

For more information, please visitwww.genesys.com

Email us:

enterprise.programs@genesys.com