RIP Call Centers of Old

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2 RIP Call Centers of Old It's Time to Bury that Old Infrastructure Adriana Defina Alberto Pasi EMEA Senior Business Consultant EMEA Strategic Solutions - Inbound

3 You ve got to start with the customer experience and work backwards to the technology Steve Jobs Worldwide Developers Conference 1997

4 Business Transformation & Customer Experience Designing and starting up a customer-experience transformation

5 Business Transformation & Customer Experience The Digital Transformation of Customer Services, Our Point of View Market is Changing New Capabilities need to address Customer Services New Service Model to Address the Change

6 Business Transformation & Customer Experience DIGITAL DISCONNECT IN CUSTOMER ENGAGEMENT Companies need to rebalance digital and traditional investments to drive growth. FRANCE SPAIN UK IRELAND #1 Put the human and physical elements back into customer services: The focus should be on delivering satisfying, integrated customer experiences not just methods of interaction. #2 Make it easy for customers to switch channels to get the experiences they want: Make sure customers can fluidly move from digital to human interaction to get the outcomes they desire. #3 Root out toxicity: Identify the most difficult customer experiences across all channels and use them to guide your investment strategy.

7 Customer Service Business Transformation Automation Assisted Resources Voice of Customer Transform the Front Door Transform the Client Conversation Transform Resources Transform the Voice of Customer From traditional IVR to Omnichannel Automated BI From Siloed channels to one single Human Touch Digital Conversation From many tools to one omnichannel workplace. From survey s to what customers are talking cross channels. Analytics Transform the Agility From reactive to proadictive

8 Business Transformation in the customer LifeCycle Transform the Client Conversation Transform Resources Feel & Compare Products Select Place an Order Chase Order BUY Marketing and Sales Transform the Agility Renew/ Expand Retain & Win-back Disconnect Leaving OWN Support and Renewal Promote Promotion Offer Transform the Agility Breakdown Damage Maintain Transform the Client Conversation Receive and Setup Get Support Research Products Interesting! Find Out More! Learn to Use Product Transform the Voice of Customer Transform the Front Door Transform the Client Conversation Transform Resources

9 Pr o m oti on Of fer Mapping Journey into Customer Lifecycle NEED RESEARCH PURCHASE RECEIVE CONSUME RE-NEW ATTRACT make the web / mobile content easy to consume Nurture Social & Communities CAPTURE LEAD Understand customer s behavior and offer a help Self Support (AI, BOT, Knowledge) Human touch Proactive help CONVERT LEAD bring right person (skill) into the conversation Empower the agent and expert DELIVERY Address Change Re-Scheduling Update Notification Shipment delay USE Commercial needs Technical needs Replacement Need Notification ID&V LEAVE OR STAY NPS survey Proactive Notification Predictive Behavior

10 Mapping Use Case into Journey Proactive Reach Contact Back Connect to right resource Identify and Validate Monitor Social/mobile/Web Personalized Self Service Case to Trigger Back Office Context Need & research Purchase & Receive Consume & renew Scheduling and reach out back Find the Expert Knowledge Support Offer Human touch support Finalize Proactive Notification BackOffice Task Automation

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12 What keep you up!!! My Voice is rock solid but complex to manage. How can I add omnichannel as well? If I swap my ACD what will happen to all the connected application? I m in a continuous evolution. I cannot freeze everything just for a migration It was a pain to make my actual solution deliver what I want. Starting again? Can I simply add new channel form different solutions? New Desktop, to Reporting, new WFO, to much to handle Why should I invest again in ACD or replace it? How long will take to get everyone up to speed? Cost tend to Grow up, what I bought it not what I ll get. unpredictability I run my business on an EOL not going forward technology

13 Let s Cluster all these questions HOW WHAT WHY WHERE

14 WHY Should I do it?

15 Is your solution ready? Can you deliver a TRUE omnichannel solution? Does your platform provide tools to increase business agility, improve insight, and reduce time to market? Can you monitor and report realtime on business value rather than operational metrics only? Are you required to redeploy routing, reporting, and desktop integration to evolve our digital transformation? Are your certain your vendor will continue to invest in future innovation? Are they dedicated to customer engagement? Can you more with the same or even less?

16 Quote for Customers We ve created a virtualized, multi-channel contact center environment. As we fly to new destinations, we immediately connect those destinations into our virtual contact center." Business Agility Karen Bell-Wright Senior Vice President, Retail and Contact Centers Worldwide We wanted to evolve our infrastructure into a next-generation system that could be quickly adapted to address the changing customer landscape. TCO & Business Agility Guido Roda Head of Information Technology, FASTWEB In the past we had to maintain our PBX system. We needed Nortel engineers to service the equipment. Today we manage all our maintenance in house and the cost has fallen by 30%... the measures enabled by our adoption of Genesys have saved us 3 million Euro TCO per annum. Gerry Cools Sales Strategy and Development Manager, Belgacom We want to deliver a consistent customer experience in every channel, at any store, and with any product to meet the needs of today s demanding customers." Integrated Omnichannel Juan Pablo Sanfuentes Corporate Contact Center Manager We regard this new platform as a key component of our strategy to become a powerful, cutting edge, and Integrated Omnichannel particularly customer-friendly multichannel bank. Winfried Roithmeier Department Head for Central Functions Ticketmaster s contact center was in need of a complete technology EOL ACD overhaul, replacement eliminating separate ACDs that were nearing end-of-life, at capacity, & TCO expensive to maintain and becoming cumbersome to delivering world-class service to our fans. Eilzabeth Gotto SVP, Global Contact Center Technology, TIcketmaster

17 WHAT Should I do it

18 Visualize the Path Team Alignment Like for Like? Knowledge & training

19 Quote for Customers We wanted to give customers a choice of channels, we sought to ensure that the same agent could handle a customer interaction even when We it crossed needed channels, to stop and we wanted to make sure that we achieved first and rethink because contact issue resolution. CSAT was falling. Michael Kim Director of Support Services rip & replace a global Avaya platform (2,400 seats, don t x sites) underestimate and switch-over existing applications the without exec training impacting need the business. show the benefit Patrice Tanguay Division Manager - Telecommunications Agent Adapt quickly

20 HOW Is best to do it

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22 All the way goes to Rome define you path Centralize ID&V Add Self Service Provide Business Operation Tools Move Agent form ACD to Genesys by Services Move Outsourcers Full Parallel in the Cloud Move by Country Move by Journery Move by Traffic Genesys on Genesys Full integrated Omnchannel Back Office - Branch Genesys on ACD Omnichannel

23 WHERE Should I start

24 GENESYS PUREBRIDGE PROGRAM

25 PureBridge Assessment

26 Step by Step Guidance Implementation Best Practices Rapid Time to Value Benefit Benchmarks

27 Orchestrating Smart Use Cases Delivering Journey

28 Why Genesys - END-TO-END Solutions Automation and Personalized Self Services Customer Engagement Employee Engagement Business Optimization Digital ACD replacement Recording & Speech Analytics Video

29 WHAT NEXT

30 NEXT STEPS TO OMNICHANNEL AT CX17: Introduction to SMART use cases Step by Step Guidance Implementation Best Practices Rapid Time to Value Benefit Benchmarks WHEN YOU ARE BACK AT THE OFFICE Ask for your personalized PureBridge assessment

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