omnicanalidad: retos y tendencias del servicio al …€¦ · genesys confidential and proprietary...

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OMNICANALIDAD: RETOS Y TENDENCIAS DEL SERVICIO AL CLIENTE EN TIEMPOS DE REDES SOCIALES Y MENSAJERÍA INSTANTÁNEA

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Ricardo PardoUCaaS ManagerSoftline Latinoamérica

ConfidentialandProprietary272727

NOMOFOBIA

3Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

68% de los clientes utilizan al menos 3 canales- Ovum

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

NACIDAS en la era DIGITAL

Qué pasa con los tradicionales 01800 ??

Aplicaciones de Audio y Video Gratiuitas ??

NextGen CX: Omnichannel Engagement

9

CALL CENTERAssisted service

Self-service

Channels

Customer journey need to be consistently orchestrated

CONTACT CENTER

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

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

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

Not All Clouds Are Created Equal

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

PureCloudContact Center

Serve your customers through any channel

✓ Inbound/Outbound Voice

✓ Email

✓ Web Chat

✓ Social Media

✓ Fax

16Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Omni-channel Routing

PureCloudContact Center

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.

The Channel Challenge

Is it a seamless experience?

Not All Clouds Are Created Equal

PureCloud–A Platform for Change

✓ Resilient Micro-service Architecture

✓ Scalable and Available

✓ Enterprise-Grade Security Built-in

✓ Continuous Innovation

Serve your customers through any channel

✓ Inbound/Outbound Voice

✓ Email

✓ Web Chat

✓ Social Media

✓ Fax

22Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Omni-channel Routing

Co-Browsing

✓ Guide online purchases and reduce shopping cart abandons

✓ Show specific product or service information

✓ Assist with completing and submitting web forms

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 23

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.

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

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

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 26

Real-time Performance

27Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Workforce Optimization

Recording QualityManagement

Workforce Management

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

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 29

Workforce Management

The right staff,

At the right time,

At the right place.

Forecasting

Adherence

Scheduling

Monitoring

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.

PureCloud Open Architecture

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

PureCloud Voice

✓ Internet based telephony service

✓ Voice Points-of-Presence (PoP)

with Reliability and Security

✓ Pricing based per minute

✓ Flexible payment

✓ Available now

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 33

For Agents

✓ Unified Interface

✓ Telephony

✓ Omni-channel

✓ Integration

✓ Agent Experts

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 34

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

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 35

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

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 36

For Customers

✓ Frictionless experience

✓ No need to repeat information

✓ Any channel, on any device

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 37

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

Why PureCloud?The choice is simple

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!

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

Integraciones a CRM son claves.

PARA CONSULTORÍA Y COTIZACIONES

info.latinoamerica@softline.com

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¡Gracias!

Ricardo PardoUCaaS ManagerSoftline Latinoamérica