Genesys 8: To the Future, and Beyond! Liz Osborn, Senior Director, Product

Transcription

1 Genesys 8: To the Future, and Beyond! Liz Osborn, Senior Director, Product

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3 Right Experience, Right Channel, Right Time

4 Excellent customer experiences are good for business Total annual revenue impact (in USD millions) Retailers Health Insurance Banks CC providers Insurance Airlines Wireless Svc Prov Hotels ,300 1,400 Source: Forrester Research, Q4 2011

5 Source: Forrester Customer Experience Index, 2011 & , Genesys Telecommunications Laboratories, Inc. All rights reserved. 5

6 Shift in customer service channel preferences Change 1% Twitter 19% Screen share 25% SMS text Chat Web Self svc Phone live agent 20% 19% 37% 55% 54% 55% 60% 69% 68% Source: Forrester Research,

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8 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 8

9 Mobile App Phone IVR Text Chat Web Social Media ACD Consumer Banking Business Accounts Credit Card Sales 9

10 Inbound Mobile Text Work Social Phone App item IVR Chat Media Outbound Web Proactive Contact Genesys CIM Platform Centralized Role Based Control Conversation Management

11 What s New, What s Cool in

12 Genesys 8 Suite: Platform Interaction Workspace Genesys Voice Portal (GVP) Hosted Provider Edition Genesys SIP CC Genesys CIM Universal SDK s Genesys SIP Server Gplus Adapters Administrator Extensions

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14 Genesys Administrator Extension Pre-Defined Template Support Conditional Variables Granular Role Based Parameter Control for Business User Integrated Audio Resource Management

15 Genesys SIP Contact Center ACD CC-PBX Simplify CC Infrastructure No CC-PBX or ACD required! 100% software IT friendly solution Virtualize Customer Services Virtualize CC operation Intelligent routing Unified mgmt & reporting Innovate for Growth Open & standards-based Foster service innovations Investment protection 15

16 Genesys Solution Up to 1000 agents Premise-based PBX-less Best-in-class TCO Genesys Best Practices included 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

17 Looking Ahead: Platform IP Telephony Functions Simplified Installation, Configuration, Migration & Customization Emphasis on Lowering TCO Simplified Administration & Operations Capabilities 18

18 Channels and Conversation Conversation Manager Genesys Rules System Context Services

19 Conversation Manager: Genesys Rules System

20 G8 Suite: Channels Web Customer Service Proactive Notification Outbound Voice icfd Inbound Voice Mobile Engagement Social Engagement

21 Web Engagement Track relevant customer activity on your web site Take action with customer in real time or at a later date Use business rules to trigger action Activity Value Products

22 Genesys Mobile Engagement Genesys links mobility to customer service Offer single-touch escalation to service from a mobile app Sustain accurate context between channels Know preferences and history to personalize the experience Enabling companies to differentiate their brand 23

23 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. 24

24 Looking Ahead: Channels

25 Genesys 8 Suite: People Genesys WFM Skills Assessor UC Connect Training Manager Genesys WFO iwd

26 intelligent Workload Distribution (iwd) Manage Workload Manage Workforce Manage Performance Increased utilization of workforce and better SLA adherence Proactive management of knowledge in the organization Continuous improvements with informed insights

27 Looking Ahead: People Speech Analytics Mobile agent, supervisor, administration, operations and knowledge worker applications Extended and adapted WFO algorithms into the enterprise

28 Genesys 8 Suite: Insights Advisor Interactive Insights Info Mart

29 Advisor: A Real-Time Management Solution Brings data together Real-time visibility across multiple operations & channels, Personalized by user Enterprise-wide visibility of complex operations Provides useful answers Business context, Root-cause analysis, Correlation with WFM plans Faster awareness of operational deviation Take action Re-skill agents, Record actions, Take your answers with you Understand and correct problems in real-time Contact Center Advisor-Mobile Edition

30 Looking Ahead: Insights Web based, real time, thin client reporting tool Interactive dashboards Common metadata layer Conversation Reports All answers anywhere Path and trend analytics Immersive visualization

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32 Today Mobile Engagement PBX Less CC UI consolidation Rules Multi Media IWS System requirements Tomorrow Web Engagement Knowledge Supervisor Workspace UI evolution GAX SIP PBX enhancements Mobile across channels Beyond Speech analytics Predictive analytics Path & trend analytics Phase 1 common data model WFO app integration

33 Genesys Performance Management Vision

34 Knowledge Management Vision??? Genesys Knowledge??? Web Communities Mobile Contact Center Social Media Back Office Consumer-facing channels & applications Communities IVR Enterprise-facing channels & applications Phone Mobile 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

35 Genesys 8 Brings it Together with Conversations INSIGHTS CHANNELS social mobile web contact center CONVERSATIONS PLATFORM PEOPLE branch office knowledge worker back office contact center agents 38

36 Follow & follow G-Force and Genesys on Twitter at #GFemea for the latest news and updates! Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals. Customer feedback surveys will be sent to you online later