enterprise-wide customer service with microsoft lync and genesys smart link
TRANSCRIPT
February 2013 | 1
Enterprise-wide Customer Service with Microsoft Lync and Genesys Smart Link
February 2013 | 2
Presenters
Deepak DuttaStrategic Business Director,
IP VirtualizationGenesys
Jason GardnerDirector
Microsoft AllianceGenesys
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Agenda
• Enterprise Wide Customer Service
• MS Lync and Genesys Smart Link Overview
• Microsoft Lync-based Contact Center Powered by Genesys
• What is a Casual Contact Center?
• Demos and Q&A
Enterprise Wide Customer Service
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Poor Customer Service = Big Loss to Business
Source: Genesys Research & Ovum
Survey of 8,800 consumers across key industries in 16 major industrialized countries
$ 338.5 B
…Loss to Business
Greatest satisfier = Competent people to assist
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Competent People? Who and Where?
Agent@ Contact Center
Expert@ Back Office
Sales@ Branch Office
Field Specialist@ Home Office
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Presence UC Client
Presence
Contact Centers Enterprise Locations
Genesys leverages Unified Communications to deliver superior and cost effective customer service
Smart Link
Customer gets to the best possible resourcewithin or beyond the contact center
Existing contact center infrastructures
Genesys Routing
Smart Link Infrastructure
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PSTN
PBX
VoIP case
Enterprise in Customer Service
EnterpriseContact Center
PSTN
SIP/PSTN GW
MS LyncGenesys SIP
GenesysSmart Link
Presence,IM
Interaction previews,
Call controlIM to
enterpriseUC
UC
Supported UC Platforms: 1) MS Lync, 2) MS OCS, 3) IBM SameTime
Genesys routing & presence
PLMN
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Use Case: Personal Bankers Group
Customer• Important Northern European bank• 9 countries, 11M customers• 20,000 employees, 1,357 branches• 2,000 agents, 15 locations, 69M calls/y
Solution• Migration Nortel ACD to SIP• Migration NICE to Genesys QM• Products: SIP, GVP, GQM, multimedia,
Smart Link with Lync
Needs• Nortel & NICE End of Live• Intelligent customer front door • Centralized solution for cost reduction,
and higher resiliency• Routing to 300+ Personal bankers
Benefits• Project rollout in 2012 and 2013• Enhanced customer experience• Costs reduction• IT agility
Demo – Smart Link in the Enterprise
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
February 2013 | 11
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Microsoft Lync
Work AnywhereLync allows users to communicate securely and stay connected with colleagues and customers, from virtually wherever they chose to work.
Lync Across DevicesUsers can switch among devices as they choose based on their needs. Lync offers familiar and consistent user experience across PC, phone, browser and tablets.
Connected ExperiencesLync connects millions of people, their communications and the applications they use every day - together. Multiparty HD video conferencing brings life and expression to Lync Meetings.
Simpler to ManageLync is a dependable platform for all real-time communications. A single system reduces complexity in Enterprise IT.
Deployment FlexibilityLync lets you reach your vision of unified communications – on your timeline following your blueprint
Enterprise-readyUnified Communications Platform
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Why Genesys and Microsoft Lync
Microsoft Certified Contact Center Solution• http://technet.microsoft.com/en-us/lync/hh972
602.aspx
Deployment Flexibility• Integration with existing PBX environment• SIP integration to Lync System to extend
contact center to rest of enterprise• On premise or Cloud
Scalable Solution Set• Social media, mobile devices
Microsoft Lync based Contact Center
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CONNECT MEAcross Channels
Federated Enterprises
Web
Mobile
Kiosks
Extend Customer Service Across Channels and Devices
Home Social
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Front-office Agent
BranchOffice
Home Agent
HELP MEwith Empowered
People
Extend Customer Service to the Enterprise
MobileWorkers
BackOffice
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Genesys – Lync Integration: the Full Power of Genesys
Genesys Lync
Contact Center
ACD & CTI services
Lync agents & supervisors
Expert & remote agents
Any agent desktop*
Presence, Voice, IMVideo**, collab**
Multimedia: email,
workflow, social…Parking &
Qualification
Advanced IVR
Outbound
Quality monitoring
Workforce management
Real-time & Historical reporting
(*) Q2 2013: CRM & SDK desktop(**) video & collab in Q1 2014
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Uniform quality of service
IT Perspective: Simplification and Centralization
Genesys CIM
RoutingStatistiquesReporting
Qualification ContextScreen pop
CTI
Desktop
CTI
TServer
PBX
IP
SIP remote
SIP
SIP Server
MGW
Intelligent Network
NTS
CTI-lessPSTN
Minimized premise foot-print
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Custom Desktop or CRM
Best fit with agent’s productivity needs: formal or informal agentMinimized footprint on the desktop
Agent Perspective: Desktop Flexibility
G+ Connector or SDKOpen integration
Feature-rich
UC ClientGenesys Desktop
Smart LinkUnified interface
Multimedia & Presence
No footprint
Interaction WorkspaceCustomizable
Not intrusive
Fast deployment
Demo – Lync Voice in the Contact Center
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
February 2013 | 20
Use Case: For-profit Education
Old Situation• Service desk gets students call• Manual transfer to advisor’s desk• Hunt for a free advisor• Campus by campus – separate PBXs
and infrastructure
Benefits• Live in 2012• Enhanced customer experience• Big productivity gains
Customer• Leading For-profit Education company
in the US• Several dozens campuses• 1,200 advisors, very busy during
recruiting drives
Solution• Use Genesys Smart Link from a central location• Integration with dozens of different PBXs
(via T-Server)• Automate the presence and transfer function,
in conjunction with Microsoft Lync
February 2013 | 21
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Genesys Differentiators
Full-featured integration
Enterprise customer server unique value proposition
Only Genesys can support heterogeneous voice deployment
Genesys & Microsoft portfolio
Certified Lync Contact Center application
Joined Genesys & MSFT partner ecosystem
Market footprint & credibility
MS Lync as Simple Contact Center
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“ Casual Contact Center ”
“Informal Contact Center”Genesys solutions and capabilities applied to enterprise internal services & practices
•Ex: pharmacists/experts, loan officers/associates/…, account executives (high-value customers – insurance, bank, ….), professors/assistants
Leverage Lync Client•Primary goal: leverage Presence and Lync client•Secondary goal: leverage Lync Enterprise Voice
Offer is based on Smart Link solution and related pre-requisites
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For more information, please visit
www.genesys.comEmail us:
QnA: Ask the Experts!
Deepak Dutta Jason Gardner
February 2013 | 25
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
More Resources
http://www.genesys.com/products/genesys-smart-link/overview.aspx
Thank You for participating!
For more information, please visitwww.genesys.com/products
Email us:
Backup
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
February 2013 | 28
Smart Link @ CC Agents
Help
Aggregated Presence
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Smart Link Look and Feel for Knowledge Workers
Integrated with UC client Web toast for interaction preview and call control IM through UCclient, or through a browser window
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Smart Link @ Knowledge Workers
Telephone rings, and
pop-up adds call control commands
Knowledge worker clicks on “Accept”
Zero Footprint: No additional software necessary on the enterprise desktop
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How Does that Work?
SIP signaling bridged
via SIP Server
Customer initiates a call
to the Contact Center
Caller is connected to Media Server
for Qualification & Music
Queuing the call
With Skill & Agent based routing
When Agent is identified, call is transferred via Mediation Server
Interaction Workspace toolbarCan be expanded or minimizedInteraction Workspace toolbarCan be expanded or minimized
• Interaction pop-up window with case data and actions
• 3rd Party Call Control on Lync Enterprise Voice call
• Interaction pop-up window with case data and actions
• 3rd Party Call Control on Lync Enterprise Voice call
Customer’s call is connected to the
Windows Lync client
Customer’s call is connected to the
Windows Lync client
Interaction toast with case data and ability to
Accept/Reject
Interaction toast with case data and ability to
Accept/Reject
February 2013 | 32
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Genesys – Lync Integration: the Full Power of Genesys
Genesys Lync
Contact Center
ACD & CTI services
Lync agents & supervisors
Expert & remote agents
Any agent desktop*
Presence, Voice, IMVideo**, collab**
Multimedia: email,
workflow, social…Parking &
Qualification
Advanced IVR
Outbound
Quality monitoring
Workforce management
Real-time & Historical reporting
(*) Q2 2013: CRM & SDK desktop(**) video & collab in Q1 2014