contact center buying decision - three things to consider
TRANSCRIPT
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
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Ask the Expert!
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Checkout Our Blogs
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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More information on Genesyslab.com
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