1 to 1 Customer Service - Build a Dynamic Contact Center Routing Strategy

1-to-1 Customer Service Best Practice #6:Build a Dynamic Contact Center Routing Strategy

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Presenters

Michael CarpenterSolution Architect

Genesys

Lizanne KaiserSr. Principal Business Consultant

Genesys


Overview – 3 Key Questions

1. What’s the problem??• Stability without Agility

2. What’s the solution?• Build controlled flexibility into your

customer service strategy

3. What’s the best approach?• The New Normal: The only constant is change


Stability – A ‘Must Have’!!!

NOC

Rock Solid

SLAs

5-9s

No Downtime

0 Outages

Monitoring

Alerts

Escalation

High Availability Disaster Recovery

Business Continuity

Managed Services

Cloud

Outsourcer

Stability

ReliabilityDependability

Accountability

StrongRedundancy

Powerful

Contingency

Overflow

Backup


Stability – But at What Cost??

“3-to-9 months?!? To make one

little change??”

“3-to-9 months?!? To make one

little change??”“It’s not as simple

as you think….”“It’s not as simple

as you think….”

“But our business needs will have changed by then. This update won’t even be

relevant by that point!”

“But our business needs will have changed by then. This update won’t even be

relevant by that point!”

“You want it to be stable, don’t you??”“You want it to be

stable, don’t you??”

Business

Technology


Business

Technology

What’s the Problem??

“Can I get some Agility with that

Stability?”

“Can I get some Agility with that

Stability?”

“That depends…. Exactly what parts do you want to change? And to what extent do you need to vary it?”

“That depends…. Exactly what parts do you want to change? And to what extent do you need to vary it?”


Business

The Solution: Controlled Flexibility

Technology

“We need to agree in advance what the business can and can’t change.

And we need to build and test everything ahead of time so the

system remains stable.”

“We need to agree in advance what the business can and can’t change.

And we need to build and test everything ahead of time so the

system remains stable.”

“We need to track and monitor who changed what.

And we need a review process before changes go live.”

“We need to track and monitor who changed what.

And we need a review process before changes go live.”


Genesys Conversation Manager

Makes context from across data systems and channels readily accessible

Allows business to create timely differentiated customer experiences independent of channels

Track

Share

Understand theConversation

Control

Speed

Take Action

Context Services Rules System


Rules-Based Solutions

Genesys Framework Role Based Access

Genesys RulesEngine

Routing LogicGVP App

Genesys Rules

Authoring Tool

Attached Data

Associate

Manager

CustomerAge: 45 CD: $5,000

Skills

Genesys RulesDevelopment

ToolDeveloper

REST Interface


Conversation Manager Meets Unique Users’ Needs

Business needs ability to…Directly make changes to customer service experience.



Business needs ability to…View and manage certain customer service strategies through a Business User Interface written in plain language (not code).



Conditions Actions

Business needs ability to…Edit or create business rules through modular Conditions and Actions (if… then…).



Business needs ability to…Define parameters within limits (pick lists, values, ranges).



Business needs ability to…Manage business rules across channels (voice + digital).



Business needs ability to…Create test sets to validate rules.



Business needs ability to…Schedule deployments of rules.



Business needs ability to…Track and monitor changes (who changed what).



Business needs ability to…Report on results.



• Directly make changes to customer service experience.• View and manage certain customer service strategies through a

Business User Interface written in plain language (not code).• Edit or create business rules through modular Conditions and Actions (if…

then…).• Define parameters within limits (pick lists, values, ranges).• Manage business rules across channels (voice + digital).• Create test sets to validate the behavior of rules.• Schedule deployments of rules.• Track and monitor changes (who changed what).• Report on results.

Business needs ability to…


Technology needs ability to…

Conversation Manager meets unique users’ needs

Develop core customer service capabilities as they do today (IVR, Routing, Screen-pop, Reporting, Digital channels, etc.).



Take business logic that is normally embedded in application code (e.g. VXML or SCXML applications) and externalize it (across channels).




Examples of Actions [Then] Set Priority to… [Then] Increase Priority by… [Then] Reprioritize after… [Then] Request agent skill…

Examples of Conditions [If] Channel is… [If] Product is… [If] Priority is… [If] Task is overdue…

Create a library of business rule templates (Conditions and Actions) written in plain language (not code)




Constrain pick-lists, values, or ranges the Business User can enter.




Test individual elements (‘facts’) used within rule templates.




Administer who has access to which rules (role-based permission).




Review updates, control deployments, and roll back changes.




• Develop core customer service capabilities as they do today (IVR, Routing, Screen-pop, Reporting, Digital channels, etc.).

• Take business logic that is normally embedded in application code (e.g. VXML or SCXML applications) and externalize it (across channels).

• Create a library of business rule templates (Conditions and Actions) written in plain language (not code).

• Constrain pick-lists, values, or ranges the Business User can enter.• Test individual elements (‘facts’) used within rule templates.• Administer who has access to which rules (role-based permission).• Review updates, control deployments, and roll back changes.



What’s the Best Approach?

The Only Constant is Change

The New Normal


Business Rules Lifecycle

Rules Development Tool

• Development• Publishing

Template Rules Authoring Tool

• Authoring• Validation• Deployment• Auditing

Package Rules Engine

• Validation• Evaluation

Develop

Author

Validate

Deploy

Audit

Execute


Champion / Challenger

Which rule is best?

Which rule is best?

Champion:Existing

Rule

Champion:Existing

Rule

Challenger: Updated /New Rule

Challenger: Updated /New Rule

Deploy both &

compare

Deploy both &

compare

Select winner;

Becomes next

Champion

Select winner;

Becomes next

Champion


Business

Technology

80/20 Rule

“Is this going to cover all of the changes

we need to make?”

“Is this going to cover all of the changes

we need to make?”

“Not everything, but it will give you more flexibility than you have today.

If you need to make changes on a frequent or predictable basis, we can add those into your business rules.”

“Not everything, but it will give you more flexibility than you have today.

If you need to make changes on a frequent or predictable basis, we can add those into your business rules.”


Key Takeaways

Drive a better customer

experience

Connect conversations

across channels

Utilize resources

more efficiently

Increase business agility

Ensure system stability Reduce TCO

Enable continuous

improvement

Centrally manage

business rules

Improve Business-IT

collaboration


Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

[email protected]

Michael CarpenterLizanne Kaiser

http://www.genesyslab.com/

mailto:[email protected]




Upcoming and On Demand Webinars

Upcoming WebinarSix Sigma: 8 Types of “waste” in Customer ServiceWednesday July 10

On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value

One-to-One Customer Service Best Practice #2:One-to-One Routing

http://w.on24.com/r.htm?e=607829&s=1&k=51ADD2890581A096C252BF42454447E2&partnerref=web

http://w.on24.com/r.htm?e=607829&s=1&k=51ADD2890581A096C252BF42454447E2&partnerref=web

http://w.on24.com/r.htm?e=610893&s=1&k=4E078FEDAD54F70476FBC6E7D6558905&partnerref=web

http://w.on24.com/r.htm?e=610893&s=1&k=4E078FEDAD54F70476FBC6E7D6558905&partnerref=web

Thank You for participating!For more information, please visit

www.genesys.com

Email us: [email protected]

http://www.genesyslab.com/


