cloud based 1 to 1 customer engagement - introducing genesys cloud
TRANSCRIPT
Cloud Based 1-to-1 Customer EngagementIntroducing Genesys Cloud
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Max Ball Director of Solution Marketing
Genesys
Brian BischoffVP Global Offer Management
Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
The Challenge: 1-to-1 Conversation
One Company One CustomerOne Conversation
• Functional silos drive efficiency and productivity in enterprises• Customers don’t understand silos. They use multiple touch points and devices• Has your company made it easier to deliver effectiveness as “one company”?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Creating a 1-to-1 Business Environment
CloudOn-Premise Hybrid
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
What Have Experts Said About Cloud?
1. “60 percent of respondents increasing their budget in SaaS/public cloud within the next two years”
2. “Cloud contact center options can fit the needs of large-scale enterprises and shouldn’t solely be looked at as a solution relegated to smaller firms of 100 agents or fewer”
3. The CFO and CIO are now asking- why not cloud?
1. Gartner 3/2013- CRM will drive enterprise software spend2. Forrester – 2012
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Cloud: It’s Not Just an IT Decision
Summary: A new report has revealed that decisions around cloud are increasingly being made by people outside of IT departments (460 respondents)
45%Business Units
44%IT
11%3rd Parties
http://www.zdnet.com/uk/cloud-decisions-are-no-longer-in-the-it-departments-hands-the-suits-have-taken-over-7000008141/
Conclusion: Be prepared to investigate and review Cloud for Contact Center
•“Cloud decisions are no longer in the IT department's hands - the suits have taken over”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Introducing Genesys Cloud: Enabling 1-to-1 Business
Cloud
Solutions On-Demand Partner Cloud Platform On-Demand
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Genesys Partners Deliver Cloud Solutions Globally
• 28 Cloud Partners providing Solutions:
• 15 Countries
• Largest global network of Contact Center Cloud Partners
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Genesys Adds Cloud Depth and Capabilities
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
• Three new acquisitions in < a year
• Now > 2000 customers being served by cloud
• Over $ 135M in Revenue
• Extreme focus and know how
*Includes SoundBite revenue
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
What Did Genesys Announce in June?Genesys Platform on Demand
• A Cloud Contact Center Solution utilizing core Genesys solutions (routing, G8 leading suite, integrations, scalable, cloud hardened)
• Built and operated by Genesys for enterprises (typically 100-5000 seats) in US and UK
• Enterprises can now deploy on site as today, in our secure Cloud or in a Hybrid Cloud model
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
What About “Cloud” and Contact Centers?
• US companies have been using “Cloud” based IVR solutions for > decade.
• Small Contact Center (example < 100 agents) emerged in approximately 2007. Growing 5X market rate
• Genesys Cloud partners have seen increased success in more complex solutions- typically 100-500 agents
• 2012 emerged as the year > 500 agents/ports decisions were made for the “Cloud”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Cloud Contact Center Impacts to Business
Driver
• Reduced IT costs relating to maintenance, support and upgrades.
Benefit
• High impact and often minimum criteria to consider project
Impact
• Access to latest technologies
• Reduce project backlog and enable more application delivery
• More value to the business users/ units
• Multi-site and remote agents provisioning
• Flexibility of agent pool and
cost reduction .• Flexibility for expansion/
contraction and proper migration
• Single view of the customer- One to One
• Virtualized and optimize disparate solutions
• Architect the environment for user facing applications
1
2
3
4
• Cost savings (Lower TCO)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
How Should Your Business Utilize Cloud for Contact Center?
•Its your
choice
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Genesys Platform on Demand Delivers
Smart - Genesys Cloud Contact Center:• Best practices “built in” through templates and
applications• Deliver caller data to any agent anywhere
Personal – The intelligent Customer Front Door:• One to One Tools and best practices for personalized
customer experiences• Agents know who is calling and CONTEXT• Reporting and management tools to monitor and improve
Flexible – Hybrid deployment and other options:• Intermix on premises and Cloud capabilities• Integration and connectivity flexibility
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
Smart
• A complete solution• Voice, Desktop, Reporting, etc..
• Out of the box• Minimize complexity• Use or best practices based
tools and operational model• Choose the services you need
and add as you grow
• Or Custom• Create unique contact center
solutions
Store/Branch
Contact CenterExperts
Back office
Home agents
Web
Chat
Letters
FaxSMS
VideoMobile
Voice
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
FlexibleHybrid deployment options:
Genesys Local Control Option• Migrate your existing ACD to a virtual
multichannel contact center in the cloud
• New software capabilities, or new agents are incrementally added in the cloud − not administered at every location
• Retain complete control of your voice network by delivering calls to your locations as you do today
• Utilize your existing assets (example: call recording) and migrate functionality to the cloud at your own pace
Media Services
CLOUD
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Personal: One to One Hybrid deployment options
Intelligent Customer Front Door iCFD ™• Personalize your self service experience
• Deliver calls, caller data, and improved caller experience to any agent − anywhere
• Retain control of your applications and changes or have Genesys provide updates
• Gain enhanced Enterprise control and reporting through our web-based user interfaces
iCFD
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Genesys Cloud - Its About Choice
Bringing Choice and new opportunities to your business•Enabling the journey to one-to-one customer interactions
Your Choice of
Cloud Services
Solutions from the Leader in Customer
Experience
Your Choice of
Cloud Service Model
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
Next Steps
Learn more about the Genesys Cloud at: http://www.genesys.com/products/genesys-cloud/overview.aspx
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
Max BallBrian Bischoff
Thank You for participating!For more information on Genesys Cloud, go to:
http://www.genesys.com/products/genesys-cloud/overview.aspx
Email us: [email protected]