Genesys Business Process Routing

Transcription

1 Genesys Business Process Routing Bringing Contact Center Efficiency to Non-Voice Interactions (Work Items, Faxes, Documents) <Presenter> <Date>

2 Agenda 2 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

3 Business Challenge: Interactions and Resources 3 Metrics: Service Average Level Process (80/20), Time, AHT, Number Utilization, of instances/day, Adherence, etc. Chat Voice Fax Work Item Web White Mail Resources Interactions Contact Back Office Center ExpertHome Branch Office Outsourced Mobile Functional AgentsExperts Department A Self Service Automated Services Proactive Notification

4 Business requirements driving change 4 Silos Media Single Queuing Queue & Business Business Value Prioritization Value Prioritization Fax/ SMS Tasks/ Web Forms Follow- Ups s $ Business Process: Follow-Up Task or Diary Customer Value: H Activity Value: 5 Prio: 50 BP SLA: 2880 min $ $ Business Process: Address Change Customer Value L Activity Value:15 Prio: 25 BP SLA: 1440 min Business Process: Tariff Change Activity Value: 20 Prio: 1 Customer Value M BP SLA: 120 min Business Process: Order Customer Value H Activity Value: 80 Prio: 1 BP SLA: 120 min Calls In E- Mails Follow Ups Fax/ SMS/ letter Tasks/ Web Forms Calls In Non Calls Business requirements driving change from silos to business-value driven routing

5 Agenda 5 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

6 Solution Overview 6 Voice Chat Fax Work Item Web White Mail Business-value driven, state-aware routing Resource optimization BPM/Workflow/Manual Business Process WorkBin Management Process Customer Interaction Management Platform Expanded Visibility Front Pool Office of Agents Resources for any interaction or Back work Office item Experts

7 Dynamic Enterprise 7 Volume No transparency & regularity on Quality of Service Wasted service representative resources Wasted opportunities to enhance customer relationship and increase customer value Time

8 Dynamic Enterprise 8 Volume OPTIMIZE Route calls to back-office RESOURCE MGMT YIELD MGMT TRAFFIC MGMT Process and work items Time

9 Agenda 9 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

10 Benefit: Resource Optimization, Decrease Operational Costs 10 Daily traffic distribution Number of Calls Customers Waiting in Queue Available Resources 07:00 Time 18:00

11 Benefit: Consistent Customer Experience 11 Customer Voice SMS Web Documents Work Item Business Contact center Outsourced Back Office Branch Office Proactive Notification Home Expert Mobile Self Service

12 Benefit: Better Customer Insight 12 Real-Time Interaction Volume Number of Interactions Voice Documents Work Item Web Form 1 Form 2 Interaction Type

13 Benefit: Better Visibility and Management 13 Real-Time Interaction Volume Number of Interactions Contact center Outsourced Verification Approval Branch 1 Branch 2 Branch 2 Queue

14 Benefits Summary 14 Decrease operational costs Deliver consistent customer experience Increase employee satisfaction Improve visibility and management

15 Agenda 15 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

16 Use Cases 16 Across All Industries New account opening & account update Document approvals Bill payment and presentment Customer care Airlines Ticketing Banking Credit card disputes Offload non-real-time tasks to backoffice Govt. Case Management Permits Approvals Health Care Insurance claim Underwriting Insurance Underwriting process Claims process Mortgage Lending Loan approval Retail Telecom Supply chain process Service provisioning

17 Routing in an Insurance Claim 17 Report Accident Fax information Process claim Schedule appraisal Complete processing Call for status Escalate issue Notification of resolution In/B call Fax Task Out/B call Task In/B call In/B call SMS Genesys Customer Interaction Management Platform $ $$$$ $$$ $$ $ Processor Appraisal Supervisor Call Centre Self Service

18 Agenda 18 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

19 Technical Overview 19 Existing Task Management Systems Genesys Resources Work Flow WebService API Custom Apps, CRM Voice Open Media Segmentation Prioritization Escalation $ $ Routing URS Universal Routing Server Queuing Ixn Interaction Server Real-Time Contact Center Internal Resources Back Office Branch External Resources SMS, Virtual Tasks $ Stat Genesys Stats Server Back Office Outsourced Capture Process Queuing, Prioritization Routing and Real-time Task Flow

20 A Family of Solutions How we get there 20 Business Process Routing 3 rd Party workflow Integration 3 rd Party work items Microsoft, Siebel ( ) CRM workflow Gplus work items option Customer Interaction Management Custom integration Pre-packaged integration

21 Reporting 3 rd Party Media Real-Time (CCPulse+) Real-Time Templates are available with the following data: 21 Agent (Resource) Template (Agent, Agent Group, Place, Place Group) Total Number Offered Accepted Rejected Terminated Transferred Timed out Finished Processing Current Number In Processing Time Total Processing Time Average Processing Time Queue Template Total Number Entered Moved Stopped Current Number In Queue Waiting Processing In Processing Maximum Interactions Minimum Interactions General Template (Tenant) Total Number Entered Transferred Current Number Maximum Interactions Minimum Interactions Waiting Processing In Processing

22 Reporting - 3rd Party Media Historical Data Metrics (CCA) 22 Historical Reports can be built with the following data metrics: Agent (Resource) Metrics (Agent, Agent Group, Place, Place Group) Total Number Offered Accepted Rejected Terminated Transferred Timed out Finished Processing Time Total Processing Time Queue Metrics* Total Number Entered Moved Stopped General Metrics* (Tenant) Total Number Entered Transferred * Metrics may be segmented by media type, but cannot be filtered

23 Custom Reporting - 3rd Party Media 23 Custom real-time and historical data metrics and reports may be developed Genesys Professional Services will need to fully understand reporting requirements in order to provide a detailed quote

24 Agenda 24 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

25 Deutsche Telekom Customer Service - challenges 25 Saturated market, no-frills providers challenging Objectives: Service is the only sustainable advantage Required for customers: - Increased service levels - Faster problem-solving - Better self-service solutions Required by T-Mobile - Streamlined to focus on customer segments - Business process optimization - Adapt agents skills to work-blending

26 Deutsche Telekom Customer Service - solution 26 Solution monitors extended group of agents and experts and intelligently routes work items such as digitized forms and work items from Workflow system

27 Deutsche Telekom Customer Service - benefits 27 Traffic Without Business Process Routing Front/back office siloed interactions routed by type No routing of business process items (forms, mail) With Business Process Routing All items blended and routed by a common platform Sophisticated routing strategies for all interactions Front/back office resources separated Resources virtualized and blended increase svc. level Cost focus managing different silos Managed reports in silos front and back office Balance profit, cost and cust. satisfaction Complete visibility with endto-end reporting

28 Agenda 28 Business Challenges Solution Benefits Use Cases Technical Overview Customer Success Story Summary

29 Business Challenges Analysts View: Gartner on Year 2007 Priorities 29

30 Gartner on Genesys 30

31 Summary Business Process Routing enables Business-value driven routing Intelligent, state-aware routing Resource Optimization Visibility across front and back office 31 BPR makes a difference!

32 Thank You! 32

33 Additional Slides 33 Not used

34 Demonstration - Roles 34 John, Field Agent Monique, Customer Service Rep Lisa, Claims Adjustor Steve, Claims Supervisor

35 Demonstration Process with Genesys 35

36 Demonstration Genesys Agent Desktop at Monique s desk 36

37 Custom Integration 37 3 rd Party Software ( server, fax server, workflow, etc.) 3 rd Party work items integration Genesys Customer Interaction Management Custom Integration Routing Agent Desktop Interaction History Configuration Synch Statistics

38 Pre-packaged Integration 38 SAP, Siebel, PeopleSoft, Microsoft (work items, tasks) Gplus Adapter & Gplus work items option Genesys Customer Interaction Management Pre-packaged Integration Routing Agent Desktop Interaction History Configuration Synch Statistics

39 Business Challenges Analysts View: Yankee Group 39