Key Technologies to Ultra Modernize Your Contact Center in 2014 [Webinar]

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Key Technologies to Ultra Modernize Your Contact Center in 2014•Webinar

www.genesys.comwww.genesys.com

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Presenters

Andrew MaguirePrincipal ConsultantHigh Beam Consulting

Richard McCrossanStrategic Business Director, Digital ChannelsGenesys


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Agenda

• A Retro Look Back to an Effortless Future

• Market / Business Drivers for Modernization

• Building Your Contact Center for the 21st Century

• Technologies to Drive Effortless Engagements

• Creating Effortless Customer Experiences

• Summary


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A Retro Look Back At an Effortless Future


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To Ultra Modernize your Contact Center, it is recommended to have the following:

• Replaced legacy ACD with a SIP-enabled IP Contact Center

• IP architecture to simplify the addition of new channels

• Virtualization of resources across the customer service chain

• Automation of work tasks and resource optimization (WFO)

A voice/data convergence project creates an ideal opportunity to produce a highly efficient and optimized data network capable of running all voice and data across an enterprise

Contact Center Modernization Prerequisites


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Top Drivers for Modernizing the Contact Center•Why Improve CX?

The top three reasons why businesses proactively manage and invest in customer experience are:

1. Improve customer retention(42 %)

2. Improve customer satisfaction(33 %)

3. Increase cross-selling and up-selling (32 %)

Addressing each of these reasons can positively impact bottom line revenue

Improve Customer Satisfaction

33%ImproveCustomer Retention

42%

Improve Cross-selling and Up-selling

32%

Source: Aberdeen


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• In Store, Face-to-Face Engagement – Baby Boomers

• Voice Engagement – Gen X

• IVR Engagement – Gen Y

• Web Engagement – Gen Z

• Remote, Face-to-Face Engagement

Evolution of Customer Engagement Progress? The Process of Engagement Comes Full Circle


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The 21st Century Consumer

$963 Billion Worldwide retail web

sales in 2013

1.52 Billion

Facebook Users in

2014

74%Use More

Than 3 Channels

87%Of World

Population are Mobile Subscribers

25.4%Engage in

online shopping

via mobile

1 Billion Smart

Phones by 2016

19.4%CAGR

80%Businesses

suffering revenue loss by not supporting

customer service on mobile

devices


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For the Business• Increased Churn• Lower Revenue• Employee Turnover• Under Utilization of

Key Resources• Higher Cost to Serve

For the Customer• Disjointed Touchpoints

and Channels• High Customer Effort• Impersonal• Ineffective Self-service• Poor Agent Suitability• No Proactivity

Today’s CX Challenges

Self-service failings, long hold times, repeating information, transfers, missed promises and unnecessary repeat interactions

Experience

Less likely to repurchase, recommend or stayCustomer Result


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Customer Experience Maturity Model

Time

Feat

ure

Siloed Touchpoints and Channels

Multivendor technology infrastructure managing channels of interaction in contact center and across departments

FCR is low due to sub optimal agent assignment

Fragmented analytics giving partial views

Self-service not effective leading to channel switching

Common Situation

Improved self-service Optimal Agent Routing Agent Scripting FCR improvement Speech analytics for

voice-centric contact centers

Comprehensive single view analytics

Workforce Optimization enacted

TouchpointCX Optimization

Multi-Channel CX Touchpoint

Addition of multiple channels to same touchpoint

Consistent, seamless experience across channels

Customer context shared across channels

Agent with blended channel work schedules

Multi-skilling; cross-training of agents

Soft channel switching without loss of context

Self-service context passed to agents

Journey Optimization

Journey redesign for optimal results

Streamlined journeys leveraging proactice notifications andl live communications

Journey-specific experiences delivered across touchpoints including

Workforce blending of workday as appropriate

Optimizing the Customer Journey


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Contact Centers Lack The Customer ViewpointLimited Range of Remedial / Supportive Customer

Interactions• Agents are typically silo’d or

“pooled” resources that have little or no real time knowledge of the customers they interact with

• Agents have no ability to interact cooperatively with a customer

• Manual assistance can take additional time depending on issue complexity


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• Know the history of where and when customers have been previously engaged

• Interact cooperatively with the content customers view- in real time

• Integrate multiple channels into the agent desktop to streamline workflow and reduce churn

• Mask sensitive data for increased security and compliance

Propel Your Contact Center to the Next LevelOrganizations That Provide Better Customer Experiences...


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Building Your Contact Center for the 21st CenturyTechnologies to Ultra Modernize Your Contact Center and Elevate Your Customer Experience to the Next Level

• Mobile Engagement

• Proactive Web Engagement

• Co-Browse

• WebRTC Service


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Improving The “Always On” Customer ExperienceWorld of Consumers Increasingly Present on Mobile Devices• Landlines gradually disappearing;

PCs losing share in favor of mobile

• First edition mobile apps typically limited to ecommerce and/or simple voice connections

• Typical mobile communications chat, email, voice – usually lack context and security

• Failed cross-channel customer experiences reduce loyalty, satisfaction, increased churn


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Mobile Engagement

PRODUCT DEMO


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Mobile EngagementCX Enable Mobile Applications With Contact Center Services

• Meet customers where they are always ‘on’ and present, through mobile interactions

• Mobile apps integrated with full Genesys Contact Center capabilities

• Customers proactively notified when a qualified agent is available

• Lower effort, mobile CX induces 88% of customers to increase spend, 94% to repurchase


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Gaining Knowledge of Every InteractionUsing Your Customers Web History to Provide Better CX• Provide agents with complete contextual customer

information to improve efficiency and conversion rates

• Capture snapshot’s of activity - not just for Web interactions, but for all interactions across all channels used by the customer

• Identify when Agent interventionis most likely to succeed

• Match customers with the rightAgent to improve conversion rates

• Give customers the choice of personalinteraction across every channel – including chat, voice, SMS, voice or video


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PRODUCT DEMO

Proactive Web Engagement


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Proactive Web Engagement CX Enabled Websites to Drive Personalized Interactions

Routes customer to the best skilled agent, not just to a queue

Combines behavioral & contextual data to drive decisions – truly targeted proactive engagement

Truly cross-channel

Business level tools and controls over rules for when, who and how to engage


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Using Internet Voice and VideoUniversal, Remote, Face To Face Communications

• Integration of Internet voice or video solutions cost effective

• Reduces the number of toll-free phone calls and drives down telephony costs

• Must download and install Third Party application before interaction can take place

• Not seamless – adds complexity

• Poor customer satisfaction and a potential loss of business


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PRODUCT DEMO

WebRTC Service


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WebRTC ServiceCX Enabled Face to Face Communication For The Contact

Center• Click-through voice and video calls directly from the Web

• Software-only, standards-based, zero footprint integration—no plug-ins, downloads or installs

• Contextual user data can beassociated with WebRTC calls

• TCO reduction from replacing costly dedicated 800# lines

• Easy deployment with zero disruption to existing customer service operation


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Removing The Guesswork From Customer ServiceConversations Are Blind.• Customer frustration can

increase due to complex website navigation or purchasing process leads to abandonment

• Lack of visibility into what the customer sees increases call handling times

• Verbal walkthrough by Agent requires good communication skills and experience


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PRODUCT DEMO

Co-Browse


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Co-BrowseCX Enabled Agent Assistance. See Problems. Show Solutions.

• Personalized assistance customers need or help to complete a purchase

• Help purchasing online while coaching about a products’ value proposition

• Walk customers through complex Web formso Tax Filing, Mortgage, or Bank Loan Forms

• Alleviate potential compliance violations


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www.store.apple.com/uk/specialists

Creating Effortless Customer Experiences


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Genesys is a leading provider of customer experience and contact center solutions. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office. Genesys helps customers power optimal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interactions.

Key Takeaways• Three facets for great CX -

mobile, proactive and personalized human touch

• A mobile strategy with the enablement of Contact Center centric services is a MUST

• You can create effortless customer experiences using technology available TODAY


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Q&A - Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

[email protected]

Andrew Maguire Richard McCrossan


http://www.genesys.com/

mailto:[email protected]

mailto:[email protected]

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Upcoming and On Demand WebinarsUpcoming and On Demand Webinars

•Upcoming Webinars

Crashes, Disasters, Failures, Disruptions—Business Continuity in the Cloud•February 19, 2014

Unleash the Power of Customer Experience•February 26, 2014

•On Demand Webinars•The Next Big Customer Experience Trend: 1 to 1 Engagement


http://go.genesys.com/2014_02_19_Q1_NA_LW_CLOUD_BusinessContinuity_Webinar_Registration.html?cid=701U0000000VPcQ

http://go.genesys.com/2014_02_19_Q1_NA_LW_CLOUD_BusinessContinuity_Webinar_Registration.html?cid=701U0000000VPcQ

http://go.genesys.com/NA_W_LW_UnleashPowerOfCX_registrationpage.html

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Technology

Key Technologies to Ultra Modernize Your Contact Center in 2014 [Webinar]