Getting Started with IoTKentis GopallaGenesys

Andy HoenigBosh Services Solution

50 Billion

11 Trillion

WHAT’S

NEXT ?

Anatomy of the Internet of Things

Things Data Analytics Action

Anatomy of the Internet of Things

Things Sensors Gateway

SenseTransmit

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TransmitEdge computing

Data Ingestion

Register/Monitor

IoT Platform

DeviceManagement

Real-time EventManagement

Data StorageManagement

GenesysPlatform

Augmented Intelligence

Analytics

Case Management/

System of Records

Transmit

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What’s in it for you ?

• Provide Augmented Customer Experience

• Connecting Employees and increase Employee Engagement

• Optimize your Operations

How IoT is impacting businesses in APAC?

>70% – IoT enables them to influence their customer

buying/engagement decisions

>35% – very high impact on customer satisfaction

enhancement

>35% – high impact on increasing employee productivity

33% – high impact on increased operational efficiency and

brand equity

Source: Frost & Sullivan 2016 IoT-Enabled Customer Experience (CX) ReportN=479

IoT Empowers Happier Employees, Happier Customers

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ARKINGPAndy Hoenig Bosch Service Solutions

Bosch Secure Truck Parking

Reservation Welcome and

ServicesAccess Control

Invoice

Identification by

License plate

QR code

Magnetic stripe

DIGITAL CUSTOMER JOURNEY

IT Infrastructure Elements

LPR System

Gate Control

PARCS(e.g.SkiData)

PoS Systems

Bosch Brokering

Bosch Booking

customer datapayment

SVN Vehicle Network

reportingsupplier data

Bosch IoT Cloud

SAP Hana Cloud

APP

WEB

3rd party channels

Genesys

Navigation, Digital Tachograph and Booking Engine

Agent interface - SO IT portfolio

• Systems

Genesys (UCP standard for 28 sites)

• Functionality

Omnichannel (Call, E-Mail, Social Media, Web Chat)

Comprehensive reporting (real-time, historic)

Interactive recording

Universal routing

Surveys

Co Browse

Agent Scripting *

Basic Quality Management

Mobile Service Apps *

Speech and text analytic *

Screen recording

Visual assistant *

WebRTC (Voice / Video) *

Skype for Business integration *

iWD (intelligent Workload Distribution) *

Web based customer survey

Full Quality Management Module *

Agent front-end - Genesys Omnichannel Desktop

Call

Ag

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t n

ote

s

Co

nta

ct h

isto

ryC

hat

* WIP / not implemented yet

Unified Communication Platform – Utilization

Monitoring The Designated Parking Area

Camera position

Entry point Camera position

(Bosch cameras with LPR)

Traffic flow

Traffic flow

Secure / Overnight area

• Phase 1:• Occupancy monitoring & Parking Spot availability

• Monitoring entry and exit of designated parking area

• LPR in / out through Bosch cameras & integrated LPR software (real time data feeds & video )

• Phase 2:• Individual spot reservation / Bosch booking platform / monetizing option

• Secure parking bays

NA Pilot site for leading truck stop operator

Planning your execution

• Business Objectives,

Pain Points, Use Case

• Experience, Revenue,

Efficiency

• Expected Outcome

and Benefits

• New Revenue

Streams

• Operational

Efficiencies

• Cost to Deliver

• Start small, start fast

• Scale out

• Build a maturity model

with use cases

Define Problem Statement Compute ROI Invest in Phases

Business Steps to provide differentiated experience

Consistent Defined DifferentiatedRandom

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Connect IoT Interactions to right resources

Optimize agent utilization for IoT interactions

Personalized & Value based Routing

Effective Identification & Validation of Interactions

Personalized Interactions

Enable Schedule-based routing

Proactive Contact based on Customer Context and Journey

Increase NPS while Managing Urgent Interactions

CURRENTSTATE

IDEALSTATE

We help customers release value fast by recommending 4 sprints of 8 business steps.Each business steps brings an incremental benefit and lead to overall efficiency increase.

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Key Take Aways

• More Bang for your bucks!• Genesys has more opportunities to generate business value

• Find the best business step with SMART

• Time to connect • Visit our Booths – See your CX Maturty & Projected Benefits

• Plan your SMART CX workshop & Use-Cases to success

Thank you

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ARKINGP