Genesys Business ConsultingSTRATEGIC TRANSFORMATION SERVICE

BUSINESS SOLUTION BROCHURE

BUSINESS SOLUTION BROCHURE

Genesys Business Consulting / page 2

You’ve been asked to develop a 1-3 year “roadmap”, and now you have some big questions to address... • WhatarethebestpracticesIshouldbeconsideringinbuildingastrategyfocusedon

differentiated customer experience?

• HowcanIbreakdownthewallsofeachlineofbusinessandbuildamoreunified,customer-centric enterprise?

• HowcanItransitiontoamulti-channelcustomercarecenterthatwillhandleallofmycustomerinteractionsincludingemail,chat,mobile,andsocialmedia?

• WherecanIcutcostswhilestilldriving revenueandsupportingthecompany’sgrowth?

• HowdoIdesignandevolvetoaninfrastructurethatwilltakeadvantageoftheserap-idlychangingnew technologies?

• HowdoIprioritizeallofthesepotentialprojects?

• Whatisthebusinessvalueandreturn on investment?

...wheredoIbegin?

Wehavetheanswers.GenesysBusinessConsultinghastheexpertiseandexperiencetohelpyouattaintheanswerstothesequestionsandultimatelyenableyoutogaingreatercompetitiveadvantagebytransforminghowyouinteractwithyourcustomers.

Workingwithover3,500customersworldwideacrossawiderangeofindustries,ourconsultantshearandaddressthesedifficultquestionswithexecutiveseveryday.Here’show we do it.

TheStrategicTransformationService(STS)TheStrategicTransformationServiceprovidedbyGenesysBusinessConsultingemploysaprovenmethodologytoassesswhereyouareandbuildanROI-basedroadmaptowhereyouwanttogo.Itisanin-depth,businesstransformationassess-mentthatalignssalesandserviceprocesses,resources,andtechnologywithbusinessgoalsandobjectivesoftheorganization.

Solution Assessment

StrategicTransformation

InvestmentAssurance

Workshop

Rapid Business Assessment

An in-depth, business transformation assessment that aligns processes, resources, and technology with business goals and objectives of the organization.

3 - 8 Days Onsite,4 - 8 Weeks Total

Detailed strategic plan with tactical, recommendations and benchmarking against the capability maturity model.

Main DeliverableDurationService Description

A preliminary evaluation to produce an executable business transformation plan aligning processes, resources, and technology with your business goals and objectives.

2 - 3 Days Onsite,3 - 4 Weeks Total

High-level strategic plan with tactical, executable recommendations.

A solution-specific evaluation and business case analysis to gain an understanding of key business and operational challenges that impact desired outcomes.

2 - 3 Days Onsite,3 - 4 Weeks Total

Solution-specific business case with tactical, executable recommendations.

A baseline analysis of key value drivers at the beginning of an implementation, with follow-ups during and post implementation to measure success in relation to the original baseline.

Intermittentthroughout the project

Support in validation of anticipated ROI

An interactive educational session designed to distill knowledge regarding a sales and service best practices.

4

Practices

StrategicTransformation

OurResources

12-25 years of experience in customer experience management of sales and service operations.

Service Description

An in-depth, business transformation assessment that aligns sales and service processes, resources, and technology with business goals and objectives of the organization.

Duration

Main Deliverable

DeliverableFormat

3 -8 Days Onsite,4 - 8 Weeks Total

Detailed strategic plan with tactical, executable recommendations benchmarking against the capability maturity model.

Report and PowerPoint presentation

YourResources

Executive Sponsor, Business Liaison, Strategic Leadership Team, Call Center Sr.Management, Frontline Management, Agents, Workforce/QM teams, Reporting Analysts, IT

Strategic Transformation Service Fast Facts

“Genesys Business Consulting took the time to really understand our busi-ness realities and as a result was able to createalogicalandapplicableroadmap,rather than a pie in the sky strategy that wecouldn’tuse.”- Stream Energy

Our Methodology

• Assess the Current State:Weidentifyexistingresourcesandtechnol-ogytoprovideabaselineforfutureimprovementsanddiscoverbusi-ness opportunities. During the assessment, Business Consultants gather detailedoperationaldata,analyzetheoverallimpact,andmakesugges-tionstoimprovecontactcenterefficienciesandcustomerexperience.The assessment takes earlier deployment issues and existing invest-mentsintoconsiderationandrecommendscorrectivecoursesofaction.

• Determine the Ideal State:Successrequiresvisionanddefinedsolu-tionsforthefuture.Lookingatyourbusinessfromaholisticvantagepoint,wedefineandvalidatetheidealendstatebasedonyourbusi-nessstrategiesandindustrybestpractices.Wealsoreviewareassuchasrevenuegrowthandcosttoimplement.

• Analyze Gaps and Identify Solutions:Uponidentifyingtheexistingandidealstateofthecontactcenterwedevelopagapanalysistodeterminethestepsrequiredtoclosethegaps.Weleveragematu-ritymodelsbasedon16differentdimensionsacrosspeople,process,technology,andstrategytocreateafeasibilityanalysisforalltheidentifiedopportunities.Thisanalysisincludesbothshort-termandlong-term goals.

• Build a Transformational Roadmap and Financial Justification: The transformationalroadmap,brokendownintotechnology,people,pro-cess,strategyandinvestment,isthemainmechanismforcommunicat-ingthestepstofillthegapareasandbuildabridgefromthecurrenttodesiredstate.ItisaphasedROI-basedplanthatoutlinesourrecom-mendationstogetyoufromyourcurrentstatetoyouridealstate.Thiscomprehensivebusinesscasesummarizestherecommendedsolu-tionsandprovidesfinancialjustificationforeveryrecommendation.Therecommendationsproceedthroughprogressivephasesthatarebasedonbudget,payback,andorganizationalimpact.

BUSINESS SOLUTION BROCHURE

Genesys Business Consulting / page 3

ASSESS THECURRENT STATE

Assessment of Strategy,People, Process, andTechnology

DETERMINE THEIDEAL END STATE

Define and validate theideal end state based onbusiness strategies

ANALYZE GAPS

Identify the currentgaps and recommendopportunities

BUILD ATRANFORMATIONAL

ROADMAP

A comprehensive businesscase summarizing therecommended solutions

“Ofallthevendorsweworkwith, you seem to be the only one who really understands our business and knows how to help us go in the right direction.”-VicePresident, SoftwareSolutions

Post-SecondaryEducationCompany

BUSINESS SOLUTION BROCHURE

Genesys Business Consulting / page 4

2011103415v.1-10/11-US

Corporate HeadquartersGenesys 2001 Junipero Serra Blvd. Daly City, CA 94014 USA

Worldwide Inquiries: Tel: +1 650 466 1100 Fax: +1 650 466 1260 E-mail: info@genesyslab.com www.genesyslab.com

Genesys is the world’s leading provider of customer service and contact center software — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

For more information visit: www.genesyslab.com, or call +1 888 GENESYS.

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2012 Genesys Telecommunications Laboratories, Inc. All rights reserved.

The Result

Table of Contents

Executive Summary...................................................................................................................1

Background..............................................................................................................................2

Overview..................................................................................................................................2

Current Condition......................................................................................................................6

Contact Center Maturity...........................................................................................................20

Assessment Results.................................................................................................................21

Customer Engagement............................................................................................................25

Evolution of Customer Service..................................................................................................25

Understanding Value................................................................................................................26

What Customers Want.............................................................................................................28

What Agents Want..................................................................................................................29

What the Company Wants.......................................................................................................30

Meeting the Challege: Dynamic Customer Engagement.............................................................32

Workforce Optimization...........................................................................................................34

Reporting Results...................................................................................................................34

Conclusion.............................................................................................................................35

Target Operating Model..........................................................................................................36

Recommendations..................................................................................................................63

Measure................................................................................................................................64

Segmenting Customers...........................................................................................................64

Segmenting Agents................................................................................................................64

Deployment Phases................................................................................................................65

Financial Implications.............................................................................................................66

Appendiz A: Task List..............................................................................................................67

Appendix B: Technology..........................................................................................................70

Appendix C: Benchmark Results..............................................................................................71

Y1Q1 Y1Q2 Y1Q3 Y1Q4 Y2Q1 Y2Q2 Y2Q3 Y2Q4 Y3Q1 Y3Q2 Y3Q3 Y3Q4

Contact Center Evolution

Capacity Planning

Dual-Monitors (QM)

Expansion (TCS, PPS, other)

VOIP Enablement (Admin Traffic to Cisco)

Interim TDM Trunking

SIP Trunking

PBX Expansion

Witness Replacement

Consumer Migration

Mobility IVR Upgrade

Thin Client

CCS Outbound

Unified Data Source

Enterprise IVR Redesign

Enterprise IVR Redesign

WFM

Virtual Hold

Sustainable Call Routing(does not Include Virtual Hold)

Single Enterprise IVR platform

Ent. Chat & Social Media Support

Single Softphone

Consumer Mobility Migration Genesys Migrations

Outbound & Compliance / AHA

Call Monitoring Tools

Nice QM – 100% Call Recording

Multimedia Routing

Apropos to Genesys

Transformation complete; begin maintenance mode

Legend

Infrastructure

Application

Business Driven

Admin

Other initiatives

2012 initiatives

From current state...

To a clear roadmap you can execute on.

Milestones?

What’s the

benefit?

Where’s

the low

hanging

fruit?

So….all these are starting at the same time?

All take full year?

What are we tryingto accomplish?

For what?

?

?

CRAWL PHASE

Establish

WALK PHASE

Build

RUN PHASE

Enhance

In the Crawl Phase, the short-term objectives are to create the core operating environment as a foundation to build upon.

As we enter the Walk Phase, we will leverage the core operating environment to extract even greater value.

In the Run Phase, we add modules that optimize resource utilization and drive further revenue.

KEY SOLUTIONS

1: CTI/Desktop

2: Routing

3: Reporting

1: Task Management

2: Customer Front Door

3: Quality Management

1: Workforce Optimization

2: Outbound

3: Proactive Contact

TIMEFRAME

• Jan - May 2012 • Jan - Dec 2012 • Jan - June 2013

BENEFITS

• FTE savings

• Increased revenue

• FTE savings

• Organic growth through enhanced

customer experience

• FTE savings

• Increased revenue

ROI

5Year Net Benefit

5Year ROI

Payback

$17,011,180

422%

8 Months

5Year Net Benefit

5Year ROI

Payback

$13,021,550

389%

10 Months

5Year Net Benefit

5Year ROI

Payback

$12,516,760

322%

11 Months

Detaile

d Report

As your trusted advisor, Genesys Business Consultingprovidesacomprehensiveenterprisestrategicroadmaptoansweryourbigquestions.TheStrategicTransformationServiceprovidesyouwithallthedetailsyouneedtoknowinordertomakeaninformeddecisiononwhattodonextandwhy.Theresultisaplantocapturemorecompetitiveadvantagewithdifferentiatedcustomerservice,whileenhancingefficienciestomanage more with less.

FormoreinformationaboutGenesysBusinessConsulting,contactyoursalesrepresentative or visit us at http://www.genesyslab.com/services/strategic_consulting