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Customer Engagement Challenges
◦ Velocity of Change
◦ Balancing Priorities & Budgets
◦ Disparate, Aging Infrastructure
◦ Evolving Customer Expectations
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Started out simple enough
ACDEmail
Web Chat
Fax
Outbound Dialing
PBX/Dialtone
Quality Management
Reporting
Social Interactions
Voicemail
Dashboards
IVRVirtual Hold
TextCTI/Screen Pop
Workforce Mgmt
Speech Rec
Recording
Grew to be complex, disjointed
ACD
Web ChatFax
Outbound Dialing
PBX/Dialtone
Quality Management
Reporting
Social Interactions
Voicemail
DashboardsIVR
Virtual Hold
Text
CTI/Screen Pop
Workforce Mgmt
Speech Rec
Recording
Customer Channels
Phone
Web Chat
Web / Co-Browse
SMS
Social Media
Mobile
Contact CentreResources
In house agents
Outsourced Agents
Work at home Agents
Experts
Self Service
PureCloudContact Center
Call Recording / Screen Recording Realtime Monitoring
Quality Management Workforce Management
Data and Analytics
Performance
Integrations
Journey Mapping Object Routing
Webhooks Screen Pop CRM WFM
Data Dips / Web Services Salesforce Zendesk
Blended
Inbound and
Outbound
Blended
Inbound and
Outbound
I need to know that this technology will help me achieve my business outcomes
Achieve Business Outcomes
Genesys Use CasesMinimize risk, reduce effort, and realize your desired business outcomes
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o Focused on business outcomes
o Predictable, repeatable success
o Leverage global best practices
o Future-proof plan
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The benefits of defined use cases
o Clearly defined scope
o Reduced project time, effort, and cost
o Faster time to value, learnings, and growth
o Reduced risk
I want a trusted partner to help me be successful
across all stages of my journey.
Ensure Success
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Your journey doesn’t end at the purchase order
BuyPlan Deploy Use Evolve
Genesys PureSuccess
Typical Vendor Services
Traditional Vendor Services leave you on your own at key points in your CX journey
Genesys PureSuccess is designed to provide you support for every phase of your journey
I need help! I want an
expert by my side
I can do itmyself.
Get me started, and I’ll take it from there.
Level of assistance needed
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PureSuccess offers to fit your needs
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Provides flexibility with a la carte services when you need them
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Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
