genesys voice platform - fkii · genesys voice platform overview ivr for the future. 3. voice...
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Genesys Voice PlatformGenesys Voice Platform
Chong-Soo [email protected]
Chong-Soo [email protected]
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Agenda
Voice Market Overview
Customer Challenges
New “IVR” Model
Genesys Voice Platform Overview
IVR for The Future
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Voice Industry Evolution
Voice industry is huge – Over 1.5 billion phones in 2002– Over $500 billion worldwide market
Phones limited to voice communicationsIncreased customer expectations
– eCommerce• Instant access to information
– Mobility• Speech-driven self-service
Genesys’ unique vision and technology transformsthe phone into an information tool
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5
Service more important than product
Nirvana89%
32% 78%
GoodService
PoorService
Problemswith product
No problems with product
Source: Purdue University, Re-purchase probability
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7
The Enterprise Balancing Act
Provide superior customer support
Reduce costs,maximize resources
and increase efficiency
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Contact Center Challenges
Improve customer satisfaction– Anytime, anywhere, anyhow access– Focused applications and friendly experience
Improve efficiency while controlling costs– Blend self-service and assisted services
Enhance agent productivity & satisfaction– Reduce repetitive tasks and inappropriate routes
Reduce complexity of infrastructure– Integrate disparate systems using open standards– Reduce total cost of ownership of infrastructure
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Enterprise Dilemma
Islands of proprietary technology– Difficult to manage and integrate– Limited functionality and flexibility– Risk of obsolescence
Redundant investments in voice and web infrastructure
Customer Data
Back Office Data
Business Logic
Call Center
Web, email, chat
CTI
ACDDialer
PBX
Voicemail
IVR
Agents
TDM/IPTDM/IP
InternetInternet
ENTERPRISE
High total cost of ownershipLimited customer satisfaction
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Breaking the IVR Barrier
Standards adoption – VoiceXML, CCXML, etc.– Re-use of web business rules, logic, and integrations– Maximize CRM investment – Multi-sourcing for lower cost– Reduced cost of maintenance
Convergence of data and voice – Simplified management – Better utilization of deployed assets
Advances in speech technology – Rapid app dev and deployment leveraging open standards– Reduced cost of development– Personalized information access and delivery
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New “IVR” Model
Interactive Routing
Voice-enabled Web
ContentBusiness
Productivity
Speech-enabled Self-
service
BusinessApplications
Open ApplicationDevelopment Environment
OperatingSystems
Hardware
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Genesys Voice Platform
Leading next generation self-service platformSoftware solution based on open standards Single platform for multiple call center needsBroadest technology choices for customerOnly distributed IVR solution in the marketSuperior integration with Genesys SuiteOnly solution that supports overflow to networkProvides seamless bridge to future architectures
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Genesys Addresses Pain Points of Legacy IVRs
Standard-based solution– Reduces TCO– Provides consistent experience– Supports ASR without
forklift upgrades – Blends self and assisted service
Standard Web Application Server– Separates business logic from
infrastructure– Reduces complexity of
infrastructure– Leverages web resources
including developers, tools, logic, etc.
– Facilitates independent application development
MediaMediaresourcesresources
VoiceXML Interpreter
TelephonyTelephonyplatformplatform
InternetApplicationApplication
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Genesys Voice Platform Strengths
Choice– Flexible deployment options– Speech vendor integration
Consistency– Unification of voice and web– Single point of configuration and management
Control– Integrated Reporting – Development tools
Key Theme: Expanding Customer Choice
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Unification of Voice and Web
Genesys Voice Platform
Customer Data
VXMLTTS & ASR
AWeb Application
DevelopersCustomer
HTML
The IVR Application Environment is now Web-centric
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Genesys Voice Platform
Web Application Developers
Customer Data
VXML
ReportingConfiguration Studio
TTS & ASR
A
Genesys Voice Platform
Customer
Voice Self-Service Solutions
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Distributed Application ManagementGVP Network Edition
Carriers and Managed Services
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Centralized Application Management
FrameworkPBX
PSTN/IPPBX
GVP
Web Server
GVP Mgmt
LAN/WAN
CorporateSystems
GVP Mgmt
CorporateSystems
Web Server
GVP Enterprise Edition
Multi-Site Enterprises
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GVP ConnectivityCarrier Network
Web Application & GVP Mgmt
GVPGVP
GVP
GVP Network EditionISDN, T1, E1 & VoIP
Enterprise
GVPWeb Application
& GVP Mgmt
GVPWeb Application
& GVP Mgmt
GVPWeb Application
& GVP MgmtGVP Enterprise Edition
ISDN, T1, E1 VoIP Planned
PBXGenesys Suite
PBX
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Flexible Deployment Options
GVP Standalone Creates Opportunity for Genesys Suite
PBX Link
GVP SE
GVPGVP SE
PBX
Switch Capability
Genesys Suite
GVP EE
PBX
PBX
Direct PBX Rapid Install Genesys Suite
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Speech Vendor Integration
Leveraging Emerging Standards & Offering Vendor Choice
GVP
Cal
l Man
ager
TTSTTS
Voic
eXM
L In
terp
rete
r
ASRASRMRCPMRCP
Web ServerVXML
Speech Modules
20 Languages
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Development Tools
GVP Developer Edition
GVP in a box
Studio Development and Demo Tool
ScanSoft Voice Recognition and Text-to-Speech Enabled
Fully operational system with 4 ports of VoIP
Usable on a laptop or desktop system
Valuable Applications created by Genesys Marketing Support
Assisting Sales and Developers
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For the future IN Model
• Framework• Universal Routing• Outbound Contact• Reporting & Analytics• Configuration
UsersIN
Branch Offices
IP PBX
‘traditional’PBX
TServer
Contact Center Sites
VoIP GWVoIP GW
NetworkParkingIP IVR
IVR
GenesysIP Contact Center
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For the future Full IP
• Framework• Universal Routing• Outbound Contact• Reporting & Analytics• Configuration
Users SoftSwitch
Branch Offices
NetworkParkingIP IVR
IP PBX
IP (QoS)Network
‘traditional’PBX
VoIP GW
TServer
Contact Center Sites
VoIP GWVoIP GW Genesys
IP Contact Center
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