Post on 09-Jan-2017
1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
CONTACT CENTER MANAGERS’ ROADMAP TO THE FUTURE IN THE CLOUD
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EMBRACING THE FUTURE OF CUSTOMER ENGAGEMENT Letting go of the past
Legacy contact center thinking & technologies
4
Empowered Customers
are Demanding Targeted Contextual Interactions
Beyond “Traditional” Service
Always Connected Customers
In-Bound versus
Out-bound
‘Things’ as customers
Massive Growth in Customer Data
Changed Sales
Processes
Social Networks “Trusted Source”
Self Educating Customers -B2B & B2C
5.5%
34.8%
31.2%
18.9%
9.6%
Random Projects Nascent Culture Change Linking Internal Processes and CX
Aligned Experiences Enterprisewide Strategic AdvantageLoss of customer
goodwill, negative public communication, and
competitive vulnerability
Positive customer responses;; 5-10% of customer touch points
provide direct customer feedback
100% of customer-facing employees on CX training path;; 100%
consistency in customer touch points
Employees perform to customer metrics;;
partners and suppliers trained as advocates;; 40% of business
processes pertain to CX
CX metrics drive broader corporate business metrics;; 80-100% of corporate, supplier, and partner
processes aligned to CX
IDC CX MaturityScape Benchmark
Source – IDC CX MaturityScape Benchmark Survey, Feb 2016
777
Mobility is mandatory …as is Social, Web chat, other new channels demanded by customers Skype for Business, Unified Communications enabling VOIP,
messaging, presence, video New channels are changing customer engagement
– and the life of the agent How will the Contact Center be different in 5 years?
CHANGING CHANNELS: TRENDS
IDC Research -‐ Top IoT Drivers
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Which of the following areas have been identified as significant drivers of your organization's Internet of Things initiatives over the next 12 to 24 months?
Source : IDC Global Technology and Industry Research Organization IT Survey, 2015, N=3566
19%
12%
15%
18%
24%
24%
25%
26%
38%
39%
None of the above
Access to information we previously didn't have
Better supply chain management and logistics
Competitive differentiation
IT optimization / modernization
Product and/or service improvement and innovation
Customer acquisition and/or retention
Bus Proc efficiency/ops optim and control
Better customer service and support
Lower operational costs
RISE OF THE MACHINES
Automated, contextual, personalized, flexible, intuitive, responsive, self-learning, cognitive, predictive, time independent, . . .
Major Cyberattack Knocks Twitter, Paypal, Spotify OfflineNot Yet Clear Who Is Responsible For Attach, But FBI Is InvestigatingThomson Reuters Posted Oct 21, 2016 9:53 AM ET | Last Updated Oct 21, 2016 5:39 PM ET
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ANALYTICS ENABLE ANTICIPATION Anticipating customer needs starts with personalization Analyze interactions, engagement, journeys Predictive analytics to drive decisions, routing Workforce automation to improve efficiency and quality
Training & Coaching
Planning & ForecastingScheduling
OMNICHANNEL OMNICHANNELFRONT-‐OFFICEEMPLOYEES
MIDDLE-‐OFFICEEMPLOYEES
BACK-‐OFFICEEMPLOYEES
CUSTOMERSWorkforceManagement
DEMAND SUPPLY
INTERACTIONSRouting
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CLOUD GROWTH HAS REACHED CRITICAL MASS
Market growth – the critical mass of Cloud
Public cloud infrastructure has reached significant maturity level Genesys utilizing Amazon for global scalability, disaster recovery
2015–2020 Revenue ($M) with Growth (%)($M) (%)
15,143.9 15,214.5 15,200.6 14,969.8 14,476.9 13,952.4
14,164.5 16,869.6 19,87… 23,100.1 26,641.1 30,280.3
Total:29,308
Total:44,233
-5
-3
-1
1
3
5
7
9
11
05,000
10,00015,00020,00025,00030,00035,00040,00045,00050,000
2015 2016 2017 2018 2019 2020
On-premise/Other Public Cloud Total growth (%)
Selected Segment Growth Rate
On-premise CAGR -1.6 Public Cloud CAGR 16.4
TotalMarketCAGR8.6%
Transition to Cloud – Worldwide Total CRM Applications Software Forecast
Cloud and On-premises growth: Customer Service and Contact Center Markets
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
2016 2017 2018 2019 2020
Contact Center Cloud Contact Center On-Premises
Customer Service Cloud Customer Service On-Premises
Agility and Flexibility –Keys to Modern Customer Handling
WHAT WAS
§ Passive consumers at arm’s length
§ One-way, one-channel, structured, controlled, one source of truth
§ Your brand was what you said
§ Rigid architectures build in lowest common denominator
§ Data gave you an advantage
§ It’s was all about you.
WHAT IS NOW
§ Active participants
§ Many-to-many, unstructured, multi-channel, many sources of truth
§ Your brand is what you do
§ Flexible, scalable architectures
§ Insight and context gives you an advantage
§ It’s all about them.
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CHOOSING THE RIGHT CLOUD VENDOR:
1. Financial stability and historical strength2. Global coordinated platform and universal queue, offering single view of the business3. Security and high availability through worldwide platform like AWS4. Scalable cloud architecture with provisions for data isolation as desired5. Roadmap to support mobile-‐first initiatives, the social spectrum, IoT, and new voice
applications like Skype for Business
191919
CUSTOMERENGAGEMENT
EMPLOYEEENGAGEMENT
BUSINESSOPTIMIZATION
InboundOutboundDigital
Self-‐Service
Omnichannel DesktopWorkforceOptimization
AnalyticsIntegration
Global QueueEnterprise-‐class ScalabilitySecurity & Compliance
Geo-‐redundant Disaster Recovery
BEST-‐OF-‐SUITE CAPABILITIES
Organizations moving toBest of Suite in the cloud
2020
WHAT’S NEXT? -‐ 3 QUESTIONS TO ASK
IT’S TIME TO START YOUR MOVE TO THE CLOUD: Where are your customers today?
Where aren’t you?
Are outdated or end-‐of-‐life technologies keeping you from meeting customer demands for engagement?
Are new capabilities or locations needed which require greater flexibility and fast time to implementation?
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WHERE TO FIND OUT MORE
Download the White PaperContact Center Managers’ Roadmap
to the Future in the Cloud
Download the Tip SheetTips for Evaluating and Choosing the Right
Contact Center Solution in the Cloud
Download the eBookContact Center Economics and the Cloud
Move to the Cloud with Confidence