Maximizing Your Investment. Charles Godfrey Global Solution Services Director

Transcription

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2 Maximizing Your Investment Charles Godfrey Global Solution Services Director

3 !"#$%&'()%#%&*++(,(-$*#$(&%./)$'0(,%(12(,*(-.(%+((3%3*4(5

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5 A new plan for delivering premium CX! Prescriptive use cases " Tailored services 5 # Flexible subscription

6 With you all the way Set strategy Get ready PLAN DEPLOY EVOLVE USE Evolve & Maximize Value Adopt & support

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8 Please download the presentation! Register for the webinar Living the Cloud life On-premises! Check out the infographic A New Journey to Becoming a CX Expert

9 Genesys Use Case selection

10 ! Work with Genesys to create a prescriptive design! Built from proven use cases! See faster time-to-value

11 PureSuccess Guide

12 ! Choose PureSuccess Guide, the medium-touch service package! Includes instructor-led training and live consultations! For those who want to learn how to do this themselves

13 Contract begins

14 ! Choose a subscription for cloud or on-premises! Start at a lower cost of entry! Enjoy the flexibility to burst and remix licenses

15 Genesys Advisor

16 ! Meet with your Advisor whose job is to understand your needs! Build a Customer Success Plan! Get advice for consuming your PureSuccess package and tokens

17 Get ready services

18 ! Use training and change management services! Prepare your business from a business & technical perspective! Included in PureSuccess Guide

19 Go live!

20 ! Accelerate your deployment thanks to automation! Leverage proven use cases for efficiency and stability! Realize faster time-to-value

21 Customer Care

22 ! Build a relationship with Customer Care to ensure steady operations! Acquaint yourself with expert tools and resources! Maintain a smooth experience for your customers

23 Seasonal event

24 ! Use a burst of temporary licenses to get through a spike in activity! Dynamically flex to meet demand! Keep your base commitment down to handle average use, not maximum

25 Genesys Advisor

26 ! Meet with your Advisor whose job is to understand your needs! Build a Customer Success Plan! Get advice for consuming your PureSuccess package and tokens

27 Fine tuning and value realization

28 ! Use the Platform Progression Review to simplify workflows and increase stability! Use the Realization Advisory to identify gaps impacting key performance indicators! Included in PureSuccess Guide

29 Remix

30 ! Remix license use to align with changing customer behavior! Exchange license value to avoid shelfware! Extend value and return on investment

31 New capabilities

32 ! Implement a new set of use cases to evolve your capabilities! Enhance the experience of your customers! Achieve new business objectives

33 Genesys Advisor

34 ! Meet with your Advisor whose job is to understand your needs! Build a Customer Success Plan! Get advice for consuming your PureSuccess package and tokens

35 Consultative engagement

36 ! Spend tokens on the CX Transformation Advisory! Get a tailored roadmap supported by a financial business case to achieve your outcome! Available from the PureSuccess Catalog

37 Investigation

38 ! Look into a new set of Genesys Use Cases to implement as a result of the consultation! Think towards achieving new goals! Future-proof your plan

39 Certification

40 ! Use the Training & Certification Bundle to certify more employees! Grow your in-house CX team! Included in PureSuccess Guide

41 Skills Development

42 ! Use elearning modules to refresh skills and train new hires! Increase awareness of new features and functionality! Included in all PureSuccess packages

43 Genesys Advisor

44 ! Attend an Executive Business Review for a C-level update! Review objectives and deliverables! Strategize for the months ahead

45 Configuration changes

46 ! Spend tokens for a Customer Care specialist to perform moves, adds, changes, and deletes to your system! Keep your system up to date! Available from the PureSuccess Catalog

47 Seasonal event

48 ! Use a burst of temporary licenses to get through a spike in activity! Dynamically flex to meet demand! Keep your base commitment down to handle average use, not maximum

49 Community engagement

50 ! Contribute your growing expertise to the Genesys Community! Receive feedback on your ideas! Stay connected to your peers and to Genesys

51 Special event

52 ! Spend tokens on Special Event Support! Receive assistance with an event that requires changes to your system! Available from the PureSuccess Catalog

53 New capabilities

54 ! Implement a new set of use cases to evolve your capabilities! Enhance the experience of your customers! Achieve new business objectives

55 PureSuccess Equip

56 ! Your proficiency has evolved!! Switch to PureSuccess Equip! Get expert tools, knowledge, and materials so you can do this yourself

57 Genesys Advisor

58 ! Meet with your Advisor whose job is to understand your needs! Build a Customer Success Plan! Get advice for consuming your PureSuccess package and tokens

59 Financial calculations

60 ! Spend tokens on a Financial Calculator Review Session with a Genesys expert! Ensure your ROI projections are solid! Available from the PureSuccess Catalog

61 Certification

62 ! Use the Training & Certification Bundle to certify more employees! Grow your in-house CX team! Included in PureSuccess Guide

63 Skills training

64 ! Spend tokens on an instructor-led course to grow your skills! Enhance the ability of your supervisors to manage agent performance! Available from the PureSuccess Catalog

65 Seasonal event

66 ! Use a burst of temporary licenses to get through a spike in activity! Dynamically flex to meet demand! Keep your base commitment down to handle average use, not maximum

67 Expert achievement!

68 ! You cultivated in-house experience and built a solid CX team! Exercise improved self-sufficiency! Drive strategic change from within

69 Contract renewal

70 ! Remix license use to align with changing customer behavior! Exchange license value to avoid shelfware! Extend value and return on investment

71 New capabilities

72 ! Implement a new set of Genesys Use Cases to address new needs! Continuously evolve your capabilities! Move in the direction of your in-house CX experts!

73 Thank You!