critical requirements for building a future-ready contact center
TRANSCRIPT
BEST PRACTICE WEBINAR
Critical Requirements for Building a Future-Ready Contact Center
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Speakers
Bill MitchellDirector of Product
Management, Genesys
Kay PhelpsSenior Manager of Product
Marketing, Genesys@KayPhelpsTweets
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Agenda
• Five critical requirements
• How to address them
• Key stakeholders
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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1. Deliver an Omni-Channel Experience
“Hello, Mr. Smith. Did we answer all your questions during our web chat this afternoon?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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2. Virtualize Your Resources
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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To:
3. Centralize Work Distribution
From:
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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However, the problemcan be invisible
4. Manage Off-Line Work
The workload is often overwhelming
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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5. Optimize Your Workforce
To:
• Agent retention
• Coach and train
• Speech analytics
• Cost containment
Go beyond forecasting, scheduling, adherence, and recording
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Critical Requirements for Building a Future-Ready Contact Center
1. Go omni-channel
2. Virtualize resources
3. Centralize work distribution
4. Manage off-line work
5. Optimize workforce
1.That’s a LOT to juggle!
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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What’s Next? And How Will I Support It?
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Consider Alternatives
•“Enterprises should get ready for flexible multichannel operations by ensuring their ACD does not hold them back.
•The existing upgrade paths from legacyPBX and ACD suppliers make it difficult for buyers to contemplate the future on their own terms. But there are real alternatives in the marketplace that can put the power back in the hands of the enterprise.”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Replace Infrastructure??!!!
Meeting Critical Requirements:Transformation Journey
Virtualization
Standardization
Consolidation
Disparateplatforms &applications
Optimization
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Standardization
… and rising TCO
•“It’s 25% less expensive to work with Open Standards than vendor-specific solutions.” – Gartner
Avoid vendor lock-in
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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IT Manager Perspective: SIMPLIFY Infrastructure
Solution: SIP Standardization, Open Platform
•Typical pain points:
• Forklift upgrades & migrations
• Cross-dependencies
• Geographical & team silos
• Proprietary vendor lock-in
• Closed applications and desktops
• Slow functional & technical evolutions
• Limited delegation to business users
• High TCO, high maintenance costs…
• …without business benefits
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Single
Platform
Consolidation
• Reduce costs and overhead with consolidated SIP deployment
• Improve reliability with geo-redundancy
• All channels in one (unified queue)
• Business Rules drive all routing
• Single user & skill administration
• Blending of Interactions
• One source for statistics & reports
• Enables all customer interactions to be captured and analyzed
Benefits of Consolidated Contact Center Suite
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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CIO Perspective: Consolidate Software into the Data Center
•IT strategic plan for enterprise software
• Hardware independence (servers, OS, virtualization)
• Storage independence (DBMS, SAN)
• High Availability & Disaster Recovery
• Centralized deployment with zero premise foot-print
• Network integration support (trunking, hosting, IN, IMS…)
• Security compliance
• and ultimately… TCO reduction & IT agility
Solution: Full standard software deployment
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Virtualization of the Workforce
Remote Workers
Back Office Workers Contact Center
Outsourcers
Data Network /Internet
PSTNSIP-enabled
Customer Experience Platform
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Contact Center Director Perspective: Virtualize Resources
•Maximize my operation:
• Use best available agent
• Ensure location independence
• Hire the best with Home Agents
• Route overflow to back-office
• Use SMEs for tough cases
• Ensure completion of off-line tasks
• Overflow to outsourcers
• Unify reporting and analytics
Solution: Virtualization Across the Enterprise
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Optimization of the Customer Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Contact Center VP/Chief Customer Officer Perspective:Deliver Best-in-Class Service
Focus on:• Providing a customer experience competitors can’t match• Customer acquisition and retention• Profitability
Solution: Unified Solution for Optimized Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Deliver low effort, personalized and dependable customer experiences
Engage consistently and seamlessly across all touchpoints, channels and interactions
Maximize revenue and loyalty while minimizing churn and cost
The Bottom Line: Infrastructure is Critical to Optimized Customer Journey
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Cloud Hybrid On-Premises
Genesys Customer Experience Platform
Store/Branch
Directto Expert
BackOffice
ContactCenter
MarketingPromotion
MobileAppWebsiteVoice IVR Social
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Proven Outcomes In All Industries
BANKS34 of Top 50
Airlines Utilities
INSURANCE12 of Top 30
TELCO13 of Top 20
AUTOMOTIVE10 of Top 20
UTILITIES11 of Top 20
AIRLINES3 of Top 5
Government
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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