First Contact

Collaboration

Identity

Cloud

Lif

ecy

cle S

erv

ices

Connectivity Devices

Customer

Experience

Unified

Communications

Ap

plic

atio

ns

Infr

astr

uctu

reP

latf

orm

s

Hybrid On-Premise

Busin

ess P

rod

uctivity

The insurance claim

6/3 – Problem7/3 – Insurance claim11/3 – Claims adjuster29/3 – Cleaner booked12/4 – Cleaner arrives22/4 – Cleaner waitingfor authority26/4 – Builder arrives

The toll company

What’s missing?

Workflow / Process automation & optimisationWorkforce managementEfficient & Effective CommunicationsFailed to recognise an unsatisfied customerApplication of analytics for context

The Omni-Channel Enterprise

The Omni-Channel Enterprise

ChatVoiceVideo

Conferencing

EmailWorkflow automation

SocialMachine Learning

AnalyticsCRM

Workforce Management

Skype for Business Demo

Better Together

Integrated front office & back office

Rapid engagement of Subject Matter Expertise

Broader range of interaction channels

Channel escalation

Genesys & Skype for Business

Johan Bruce – Manager, Solutions ConsultingHendrik Coetzee – Solutions Consultant

Business Edition

On-Premises/Hosted

Up to 300 Seats

+Full Context Routing

Proactive Web EngagementCallback

Advanced Analytics & ReportingWFO - WFM & QM

Agent Scripting

Email, Chat , Inbound & Outbound Voice

Enterprise Edition

On-Premises/Hosted

Unlimited Seats

Business Edition Features+

Advanced Routing

Cross-Channel Data Services

Work Item Routing

Custom Analytics

Advanced Management

Advanced Customization

& Integration

Genesys Platform Editions

Gartner Asked 400 CEOs Which Five Technology-Enabled Capabilities Will Be the Most Important Areas of Investment to Improve Their Businesses Over the Next Five Years?

Source: Gartner Customer 360 Summit Presentation –

What is the Customer Experience – Sept 2015,

Customer Experience Matters

Incorrect classification of calls, and routing to agents with minimal skill set were the biggest drivers of poor NPS results.

0

2

4

6

8

10

0 200 400 600 800

Zero Call Transfers

0

2

4

6

8

10

0 200 400 600 800

1 Call Transfer

0

5

10

0 200 400 600 800

2 or More Transfers

NPS NPS

NPS

Seconds Seconds

Seconds

Avg 8.8 NPS score

Avg 5.6 NPS score

Avg 3.1 NPS score

The Relationship Between NPS and Transfers

Digital Engagement Is Exploding

2000s 2016

Digital Adoption

Customer Satisfaction/Experience

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.Video

Retail Store

Text

Solution - Omnichannel Engagement

Voice IVR

Website

Mobile App

Contact Center

Branch

Back Office

Social

System of Engagement

System of Engagement

Customer Journey Management

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Interaction &Work Item Routing

WorkforceOptimization

LifecycleMonitoring &

Analytics

Self & AssistedService

OmnichannelContext

PersonalizedOrchestration

1 2 3

An Integrated Approach

Leads

Opportunities

Cases

System of Engagement System of Record

System of Engagement

Unification Layer

The Experience Economy: Shift from Products to Experiences

• 89% of retailers plan to compete on CX in the near future – NRF 2015

• CX is a differentiator for 82.5% of businesses – DD Benchmark Report 2016

Commodity$

Product$$

Experience$$$$

Move from random to designed journeys

Designed JourneyRandom Journey

EmotionalCurve

Great customer journeys create loyal customers, who spend more and recommend you to their friends

Demonstration

Business Edition 3 key factors for success

A Packaged Offer ! Lifecycle Management ! A Market Leader !

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

Standardized DeploymentDelivery Methodology in 30 days or less

WEEK 1

WEEK 2

WEEK 3

WEEK 4

Session with the customer to review prerequisites and gather requirements to customize the templates

Partner or Genesys Professional Services deploy the preinstalled server, finalize configuration and test the solution on customer environment

End to end testing and user acceptance testing is performed with the customer

The Business Edition is ready for customers. Five days of onsite support is provided to assist customer in the first days of production

Business Edition

On-Premises/Hosted

Up to 300 Seats

+Full Context Routing

Proactive Web EngagementCallback

Advanced Analytics & ReportingWFO - WFM & QM

Agent Scripting

Email, Chat , Inbound & Outbound Voice

Enterprise Edition

On-Premises/Hosted

Unlimited Seats

Business Edition Features+

Advanced Routing

Cross-Channel Data Services

Work Item Routing

Custom Analytics

Advanced Management

Advanced Customization

& Integration

Genesys Platform Editions

Rapid Time To Value

Genesys CareImplementation Operational

Genesys UniversityBeginner Advanced

Genesys and Partner ConsultingPre-Sale After-Sale

Standard Provisioning

Options

On-Premise

StandardConfigurations

Base Package

Optional Packages

+

Standard Requirements

Hosted

Why We Are Here Today

The power of

Best-in-Class Contact Center

joins with

Best-in-Class Unified Communications

for a best-in-classOmnichannel customer experience

Best-in-Class Unified

CommunicationsBest-in-Class Contact Center

Genesys & Skype for BusinessTake Customer Experience to the Next Level

Future-proof your investments by consolidating best-of-breed software infrastructures

Engage consistently and seamlessly across all touch points, channels and interactions

Deliver low effort and personalized omnichannel customer experiences

Genesys has a native integration to Skype via UCMA

What’s Different with the Genesys Integration?

What does this mean?

• Customer can connect to a contact center via Lync/Skypeo IM, voice, or video

o Same routing, to same agent pools, as other channels

• Robust media interoperabilityo Effortless transition between IM, voice, video

• Presence and collaboration across the enterprise

• Fully integrated with Genesys Workspace omnichannel desktop• Reporting on Lync/Skype channels

What’s Different with the Genesys Integration?

Enable customer conversations with rich collaboration

Mobile

Kiosks

TV, GamingSkype

CustomerChannels

Business to Business

Web

Manage Customer Journeys across Touch pointsby Virtualizing your workforce

Front-office Agent

Home Agent

MobileWorkers

EmployeeDesktops

BranchOffice

BackOffice

Feature Roadmap

Integrated Infrastructure

Voice

Contact Center

PSTN recording

Internal Helpdesk

Expert Consult

Digital CX

IM, video, voice

KioskSkype

(consumer)Skype on the Web

Skype on Mobiles

Branch office

Available Partial Available Next