not all cx platforms are created equal

Not All CX Platforms are Created Equal

• Delivering consistent omnichannel customer experiences drives better business results.

• A key requirement is to be consistent across all customer touchpoints across the entire customer journey.

• This can only be achieved through implementing a Customer Experience Platform that governs all customer touchpoints.

If you are looking to drive loyalty, it is all about creating personalized, memorable customer experiences

Great CX Better Business Results

© 2015, Genesys. All rights reserved.

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Importance of a Customer Experience Platform

Customer Expectations Company NeedsPersonalized 1-to-1 Experience

Touchpoint and Channel Options

Low Effort

Effective Self-Service Options

Ongoing Proactive Communications

Capable & Informed Agents

Customer Loyalty

Improve Sales

Improve NPS

Reduce Churn

SLA Adherence

Employee Satisfaction

Lowest Operating Cost

Self-Service Containment


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Simultaneous IT and CX Transformation Underway

IT

CX


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• Contextual routing

• Journey focus

• Omnichannel and Multimodal

• Personalized and proactive

• CX & Outcome focused

• Omnichannel WFO

• Speech/Text Analytics

• Journey Analytics & Insights

• Manages Work Items w/ SLAs

Customer Experience Center

• Skills based routing

• Interaction focus

• Siloed Multi-channel

• Some personalization

• Utilization focused

• Siloed WFO

• Manual Quality Mgmt

• Channel Reporting

• Cust interactions only

Contact Center

Customer Experience Evolution

Call Center

Self-ServiceReach

Human-Assisted Reach

Characteristics • Queue based

• Interaction focus

• Single channel

• Low personalization

• Utilization focused

• Basic planning

• Call monitoring

• ACD Reporting

• Cust interactions only

Fragmented Silos Omnichannel CX


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5 Criteria to Select a Modern CX Platform

1. Pick a recognized leader in the contact center industry

2. One platform for all touch points & workforce optimization

3. Deliver true omnichannel experiences

4. Enable SLA management across all channels & workflow queues

5. Support deployment for Cloud, Hybrid and Premise


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Poll Question – Status…

•At what point are you in the customer experience transformation? (pick one)

Not looking at Customer Experience at allDefining our Customer Experience strategyDefining our Customer Experience requirementsActively talking to our current vendors


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1) Contact Center Leader

* Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

As of May 2014

Gartner Magic Quadrant for Contact Center Infrastructure, 6 Years in a Row


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2) One PlatformManage all Customer Touchpoints

Store/Branch

Direct toExpert

BackOffice

ContactCenter

MarketingPromotion

MobileAppWebsiteVoice IVR Social


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2) One PlatformOptimize Work Distribution and the Workforce

Front Office

Back Office

WorkforceOptimization

WorkDistribution


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Workforce Optimization Applications

WorkforceManagement

InteractionAnalytics

CustomerSurvey

InteractionRecording

PerformanceManagement

TrainingManager

Skills Assessor

EmployeeCoaching

QualityManagement

InteractiveInsights

UserAdministration User Skills StatisticsInteraction

Meta DataRouting

Common Platform Services

2) One PlatformAll the WFO Capabilities from a Single Vendor


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Branch ContactCenterMobile AppWebsite Back Office

Companies focused on the end-to-end journey perform better

Customer Satisfaction

20%

Revenue Growth

10 to 15%

Lower Costto Serve

15 to 20%

3) Omnichannel Customer ExperienceEnable Personalized, Omnichannel Journeys

Purchase JourneyOnboarding Journey

Account Change Journey

Renewal and Repurchase JourneyProblem Resolution Journey


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3) Omnichannel Customer ExperienceJourney Orchestration > Interaction Routing

Time Delay

BillShipOrderConsider

Runtime SCXMLState Engine

EventSource

External Systems

Next BestAction

Resume Journey

Analytics

State &Context

Suspend & Persist

StateSuspend & Persist

State


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On-BoardingJourney First BillProvisionWelcomeSign Up

Deliver the Optimal Low-Effort Experience and Shape Customer BehaviorFrequent Proactive Notifications Reduce Interactions and Customer Effort

Website

MobileApp

ContactCenter

Branch

Directto Expert

BackOffice

3) Omnichannel Customer ExperienceOptimal Customer Journey Re-Design


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4) SLA AdherenceAcross all Channels and CRM Workflow Queues

InsuranceClaim

Agile Business Rules

Continuous Reprioritization

Employee Skills & State

Real Time Dashboard

Historical Performance

Forecasting and Scheduling

Customer Interactions

ActivationOrder

SupportTicket

SalesLead

BillingQuestion

ActivationOrder

SupportTicket

Skill A

Skill B

Skill C

Work Items

AGENT TIME-40min


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5) Flexible DeploymentCloud, Hybrid or Premise

Pure Cloud

Customer Premise

Carrier

Customer Premise

Hybrid Cloud

Carrier

Customer Premise

Local Telephony

Carrier

On Premises

Customer Premise


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5) Flexible DeploymentOne Platform w/ Editions Available for Businesses of All Sizes

On-Premises/Hybrid/Cloud

Up to 1,000 SeatsPremier Edition Features

+Full Context Routing

Proactive Web Engagement

Advanced Analytics & Reporting

WFO - WFM & QM

Agent Scripting

Local Telephony Connect

Hybrid Deployment

Local Storage of Media

On-Premises Integration+

On-Premises Appliance (for Business Edition Only)

On-Premises/Hybrid/Cloud

Unlimited SeatsBusiness Edition Features

+Advanced Routing

Cross-Channel Data Services

Work Item Routing

Custom Analytics

Advanced Management

Advanced Customization & Integration

Cloud

Up to 250 Seats

Inbound & Outbound Multi-Channel

IVRSkill-based routing w/Proficiency

Proactive NotificationsSurveys

Business Intelligence AnalyticsInteraction Recording

Agent Monitoring & CoachingSpeech & Text Analytics

MobileSocial

CRM Desktop Integration


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Not All CX Platforms are Created Equal

not all cx platforms are created equal

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