Company Overview Presentation. July 2012

Transcription

1 Company Overview Presentation July 2012

2 Today s Customer Experience Defines Your Brand! I never loved the company as much as I did at that moment. 2

3 Customer Service is Increasing in Impact Only 1 in 4 contact center experiences are good ones Companies are struggling to deliver a good experience 3

4 Customer Service is Increasing in Impact Only 20% of companies support mobile apps Companies are struggling to deliver a good experience 4

5 Customer Service is Increasing in Impact Only 1 in 3 companies respond to Tweets about customer service Companies are struggling to deliver a good experience 5

6 Are You Delivering What You Promised? Brand Promise $500 Billion Advertising Brand Execution $10 Billion Customer Service 6

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8 We Are Genesys Customer experience solutions Contact Centers & IVR Web, Social and Mobile Customer Service Analytics & Workforce Optimization Back Office Business consulting & services Global presence with 1,800 employees Partner ecosystem 8

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10 CX is Complex Source: Virgin Media and Forrester Research, Inc.

11 Genesys Brings it Together with Conversations INSIGHTS CHANNELS social mobile web contact center CONVERSATIONS PLATFORM PEOPLE branch office knowledge worker back office contact center agents 11

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13 Use Case: CX Platform Transformation Genesys provides user-friendly tools that make it easy for business users to make changes to the solution and the way it supports the business, so we no longer need programmers and technical specialists to do that. FERNANDO FONSECA, CUSTOMER CARE TECHNICAL MANAGER Business Need Improve quality of service to subscribers Standardized platform across all sites Implement a completely new IT infrastructure, including a virtualized contact center to routed customers to any location Where they are today SIP platform across 8 locations Virtual CC 2,000 agents handle 50,000 calls/day 400 outbound agents Where they are going Expand into new territories Increase service offerings 13

14 Use Case: Cross Channel Customer Service Business Need Address growing need to monitor and connect with customer over social media Leverage existing platform and resources We can effectively handle the growing numbers of social media queries. A posting on a website may be only part of an interaction, so it is important that we have a highly integrated approach that allows us to uniformly handle all interactions. EBEN DREYER SOLUTION DEVELOPMENT MANAGER Where they are today Flexible platform 16 millions calls/month Cross-channel agents handle non-voice - chat, SMS, web call-back, . Largest social media following among South African companies Where they are going Integration of Twitter and Facebook Agents seamlessly move across channels 14

15 Use Case: Self-Service & Customer Front Door Business Need Process a rising inquiries and applications Reduce routine inquiries for caseworkers Lower DHS office visits. "Genesys has proved to be a good partner for establishing a viable solution. They were responsive to the timeframe, are very supportive, and deliver excellent professional services. TESS LAYMAN DIRECTOR OF LEVERAGED SERVICES DEPARTMENT OF HUMAN SERVICES STATE OF MICHIGAN, USA Where they are today Automated application & status process Completed half million phone calls in 13 months no agent required Agents have more time for complex cases Where they are going All self-service apps on single platform Extend services to new agencies Child Care, Energy Assistance 15

16 Use Case: Workforce Optimization Business Need Real improvements to quality of service New channels that work for the customer Increase sales and deliver cost savings through staff optimization Genesys provides us with flexible building blocks that we can easily put together in new and innovative ways to create features that allow us to be more competitive. PHILIPPE VAYSSAC CUSTOMER MANAGER Where they are today 30 percent increase in sales Increased agent efficiency by 20%, saving $ 3.9 million per year Minute-by-minute workload forecasting and staff management iphone app Groupama toujours là Where they are going Extending to cross-channel conversations 16

17 Recognized Leader Magic Quadrant and Market Scope 2012 Global Leader in Contact Center Infrastructure MQ 2011 Contact Center Marketshare: Top 3 Worldwide 2011 Contact Center Marketshare: #1 W. Europe Vendor Evaluation 2012 Large Contact Center Solutions: 4 stars Award Winner 2012 APAC Contact Center Vendor of the Year Forrester Wave 2009 Premise-based IVRs and Voice Portals: Leader Decision Matrix 2009 Selecting IP Contact Center: Market Leader 2009 Selecting IVR Provider: Market Leader 17

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19 Call to Action