MOVING TO THE CLOUD WITH PURECONNECTMimi Nguyen, Sr. Director Product Management, Genesys

Tom Shallon, Global Solutions Architect, Genesys

Tanya Eglinton, Head of Contact Centre Operations, nib

TO GO CLOUD OR NOT TO GO…

CLOUD ADOPTION DIRECTION

PURECONNECT CLOUD

WHY CLOUD?

S

ACCELERATE GROWTH

REDUCE TCO

Deliver better business

outcomes faster

Maintain and reduce bottom

line

WHY NOT CLOUD?

SECURITY BREACHES

LOSS OF FLEXIBILITY

LOSS OF CONTROL

LOW CUSTOMIZATION

REDUCED INTEGRATION

ONE SIZE FITS ME?

FEAR OF

SO HOW CAN PURECONNECT CLOUD HELP?

GREW TO BE COMPLEX AND DISJOINTED

REDUCE YOUR TCO WITH ALL-IN-ONE

TURN ON FEATURES WITH A LICENSE

AVAILABILITY & SECURITY

Toronto Montreal

SydneyMelbourne

DenverIndianapolis

FrankfurtSlough

TokyoKita-Kyusu

NOC

NOC

HIPAA COMPLIANT ◉ PCI DSS ◉ JITC HARDENED ◉ SAFE HARBOR PRIVACY SHIELD ◉ ISO 27001 ◉ ISO 9001 ◉ SARBOX ◉ SOC2 TYPE II ◉ JAPAN PRIVACY MARK ◉ GCLOUD 8 ◉ FIPPA ◉ PIPEDA ◉ ……

WE’RE PROVEN

vv

CONTINUOUS IMPROVEMENT

6 HR app installs reduced to 15 minutes

> 30M Minutes per Month

300+ CLOUD CUSTOMERS

90K+ SEATS

> 18,000 Processed MACs & Changes53.8M Calls

Processed

PCI ROC

2016

Tanya EglintonHead of Contact Centre Operations

13

Who is nib?

We exist to help people access and

afford healthcare when and where

needed.

• nib has over 1,000 employees in all parts of the globe

• Our markets include:

• Australian Residents Health Insurance

• New Zealand Residents Health Insurance

• International Workers and Students Health

Insurance

• Travel Insurance

• International Health Insurance (expat global

health cover)

• nib Options

• Our Contact Centre:

• Operates in four locations (Newcastle,

Gosford, Manila and work from home)

• Features seven managers, 23 team leaders

and over 200 consultants

• Has over two million interactions per year by

voice, chat, email, SMS and social media

14

Before

Driver for change:

nib’s need for a reliable, flexible and

scalable frontline telephony solution

that met the future needs of our

organic growth across the nib Group

Our business divisions (arhi, NZ, IVCC,

nib Options, Claims and WN Group) were

all working on silo telephony platforms

Heavily customised

Unstable Costly and inflexible licencing

Voice, chat and email were all siloed

workflow and on varied operating systems

15

After

Licence Scalability & Flexibility

The ability to quickly and easily scale to meet customer demand without large, ongoing licence acquisition costs.

Stable and highly available platform

Capable of up or down scale without creating failures or quality issues. In year 1 the stability of our new system reduced technical down time by more then 4 FTE.

Improved outbound dialling technology

In year 1 answering machine detection has freed up over 5 FTE in capacity and given back 9,000 hours of capacity where an agent is not speaking to an machine.

Blended workflow distribution

Delivery of ALL customer interactions to the appropriately skilled agent in an intelligent order through ONE system.

HYBRID & PRIVATE CLOUD

BENEFITSSCALABLEFrom 100 agents to over 1000Minimal footprint can grow with business

FLEXIBLE3 deployment models

Many standard integrationsHighly customizable

Dedicated instance per customer

SECUREMultiple levels of certification

Encryption of traffic 24/7 NOC

INTERNET ONLY

Route voice and application traffic over the Internet

Utilizes TLS/SRTP

Low bandwidth requirements

Quick spin up time

Limited feature set

REMOTE CONTROL

Minimize equipment required on premises

Leave hassle of telco lines and equipment to service

provider

Easily handle remote sites and remote agents

LOCAL CONTROLKeep voice traffic on your

network

Store recordings locally

Keep taking calls even if the WAN becomes

unavailable

A LOOK AHEAD

WEB INTERFACES

GLOBAL SMS AVAILABILITY

JITC AND FEDRAMP

VOICE BIOMETRICS

DIGITAL & MESSENGING

OMNICHANNEL ORCHESTRATION

RAPID PROVISIONING &

UPGRADES

NEW WEB INTERFACES

Fully Blended DesktopModern InterfaceSupervisor Views

Embedded Analyticswith Native WebRTC

NEW ANALYTICS

TOOLS

Analytics DashboardsData Access Layers &

APIs

DIGITAL & OMNI -

CHANNEL

Social Media HandlingGlobal SMS Coverage (Cloud)Digital Outbound Campaigns

App Automation PlatformFacebook Messenger Bot

IMPROVED SELF-SERVICE

Visual IVROmnichannel Routing

Fraud Detection

READYINTERACTIONCONNECT

BASICOUTBOUNDSCRIPTING

IN

ADDITIONALREAL-TIMEQUEUEVIEWS

DATAEXTRACTOR

VOICEMAILSUPPORTFORCIC4SF

WEBRTCFORCIC4SF

INPROGRESSINTERACTIONCONNECT

SCREENRECORDING

OPTIMIZERALERTS

REAL-TIMEDASHBOARDS

GAAPINTEGRATION

GENESYSSMSBROKERINTEGRATION

WINDOWS2016SUPPORT

NEXTINTERACTIONCONNECT

CUSTOMBUTTONS

CLIENTTEMPLATES

ALERTMANAGEMENT

IVRREPORTINGVISUALIZATIONS

IMPROVEDDIGITALANALYTICS

(DATACOLLECTION)+DATAACCESSLAYER&APIS

NATIVEWEBRTC

SOCIALMEDIAHANDLING

CONTACTRECORD&JOURNEYTOUCHPOINTDESIGN

AND MORE!

CALL TO ACTION

Check out the Pavilion!

Interested in moving to the cloud? Reach out to your AE to put together an evaluation or migration plan.

Connect with us on LinkedIn

THANK YOU!