Post on 24-Jul-2020
1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
CUSTOMER EXPERIENCE WITH OMNICHANNEL ENGAGEMENTPresented by Regis MaceDirector Genesys Solutions Consulting for Benelux, Nordics & BalticsRegis.Mace@genesys.com
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THE FUTURE IS CONSTANT CHANGE
3
2020
TRENDS
Technology causes massive
change in allbusiness verticals
Artificial Intelligence will be on the move: the
singularity
Video & Augmented reality are a normal part
of CX
We will have 35 billion IOT
equipped devices
Cognitive computing: Big Data & Machine learning
creating new innovation
UBER-ization of society, down to
the Agent
Consumers own, manage & monetize
their data: ‘Block Chain’
99% of all conversations
start online
Multimodal CX is the norm seamless
between self & assisted
Micro personalization and advanced
biometrics based authentication
New speech baseddevice paradigms:
wearable, proximity & sensors
Messaging based channels will
overtake Voice volume wise
CX will be delivered mostly from the
Cloud
DATA is the new currency, CX the
new differentiator
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STATE OF THE INDUSTRY
16%
2014
2016
75%
EXPECTED INCREASE IN SELF SERVICE IN 2016
CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING
35%
2014
2016
NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS
51%
STILL CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES
The voice channel is becoming a secondary entry point and focuses on more complex queries
The increased usage of channels requires ‘outside in’ omnichannel thinking
Self Service is not about deflecting, but about attracting
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LOOKING AT TODAY...
DID YOU MAKE CX PROGRESS IN YOUR INDUSTRY?
IS YOUR HUMAN CAPITAL EMPOWERED AND ENGAGED?
IS THE CUSTOMER REALLY NUMBER ONE?
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◉ Inconsistent and impersonal experiences
◉ High effort required to find resolution
◉ No predictability of outcomes
◉ Inside-out channel design, separation of voice and digital channels
◉ Having to repeat information
EXCEPTIONAL CX RELATIONSHIPS ARE RARE
“I CAN’T SEE MY CUSTOMERS THROUGH MY CHANNELS”
Merijn te Booij, 1999
7© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.Confidential and Proprietary7
AS ARE ENGAGED EMPLOYEES
◉ Increasingly complex tasks as easier ones are automated
◉ Unable to find information or frustration due to lack of system-based support
◉ Unfair distribution of work
◉ Dealing with customers’ polarized emotions
Result: poor workforce performance and high turnover
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WHILE OPERATING COST KEEP INCREASING
◉ High hiring and training cost
◉ Inefficient operations
◉ Fragmentation through point solutions
◉ Degraded customer experience, agent performance
◉ Increasing operational expense
◉ Multiple organizational silos across marketing, sales and service
◉ No real transparency outside the front office
◉ Disconnected Point of Sales
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FRUSTRATED CUSTOMERS UNENGAGED EMPLOYEES MONEY DOWN THE DRAIN
◉ Inconsistent and impersonal experiences
◉ High effort required to find resolution
◉ No predictability of outcomes◉ Separation of voice and digital
channels◉ Have to repeat information
◉ Increasingly complex tasks as easier ones are automated
◉ Unable to find information or frustration due to lack of system-based support
◉ Unfair distribution of work◉ Resulting in poor workforce
performance and high turnover
◉ High hiring and training cost◉ Operations remain inefficient◉ Fragmentation through point solutions
degrades customer experience, agent performance and increases operational expense
◉ Multiple organizational silos across marketing, sales, and service
TODAY’S STANDARD
Mobile
IVR/Contact Center
Personal
Web
SocialStarting on the web
Talks
Chat
Transfer
Social Media
Tweet
IVR/Mobil
Questions
Agent has no visibility in the journey
Agent: Limited information about the customer experience
Repeat
information
Different answers
depending
on channel
Difference in
service level
depending on
channel and day
Trademark
perceived
differently
Driving
cost
Do not treat your customers in silos!
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STATE OF THE INDUSTRY
16%
2014
2016
75%
EXPECTED INCREASE IN SELF SERVICE IN 2016
CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING
35%
2014
2016
NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS
51%
STILL CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES
The voice channel is becoming a secondary entry point and focuses on more complex queries
The increased usage of channels requires ‘outside in’ omnichannel thinking
Self Service is not about deflecting, but about attracting2000s 2016
Digital channels
Customer satisfaction/experience
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SO?
DID WE MAKE CX PROGRESS IN OUR INDUSTRY?
IS OUR HUMAN CAPITAL EMPOWERED AND ENGAGED?
IS THE CUSTOMER REALLY NUMBER ONE?
NOT REALLY
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IN THE AGE OF THE CONSUMER, THE CUSTOMER IS KING
NOT ONLY THAT,
THEY EXPECT
NOTHING ELSE
TODAY
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THE NEXT CX REVOLUTION IS HAPPENING NOW
CUSTOMER MOMENT ERA1900-2000
CUSTOMER EXPERIENCE ERA2000-2015
CUSTOMER RELATIONSHIP ERANOW
CX VALUE GAP
+52%-40%
THE COST OF DOING NOTHING THE BENEFIT OF ACTION
5 YEARS5 YEARS
LOWER PROFITSNO MINDSHAREDECREASING MARKET SHAREINCREASING ACQUISITION COSTGROWING CHURN
GROWING PROFITSMIND- & APP SHAREINCREASING MARKET SHARELOWER ACQUISITION COSTLOW CHURN
92%
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WHAT IF YOU COULD…
CREATE EXCEPTIONAL RELATIONSHIPS WITH YOUR CUSTOMERS
MAKE YOUR EMPLOYEES THE CEO OF EVERY MOMENT
ALWAYS BE ON TO USE INNOVATION FOR DIFFERENTIATION
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YOU CANTHE GENESYS CUSTOMER EXPERIENCE PLATFORM
DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS
EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY
RUN YOUR BUSINESS AS A SMART BUSINESS
CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION
202020
Route each interaction to the best resource possible
Deliver personalized, predictable, and proactive experiences
Support all channels – voice and digital – across your entire enterprise
Virtualization: Monitor and manage your global operations
Empower with a single omnichannel desktop
Proactively monitor and engage on your website or mobile application
Meet and predict customer commitments in real time
Consistently manage your workforce across all channels
GENESYS OMNICHANNEL ENGAGEMENT
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SEAMLESS AND CONSISTENT CUSTOMER EXPERIENCE THROUGH OVERALL ORCHESTRATION
Universal Queue
Routed tothe right agent
at the right time.
80% - 20 sec
3 hours
1 hour
6 hours
2 min
• SLA Management across the customer journey• Make intelligent decisions based on context• Offer variety of work to your workforce• Single desktop to increase efficiency• Access to customer information and knowledge
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MANAGE CUSTOMER LIFECYCLES
LIFE EVENT
POWERED BY THE
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Targeted at touching people witha focus on conversations between employees and consumers. Attention to personalization, real-time decisioning. Designed to be unstructured and adaptive to change.
Analytical information derived from system of record sources including
behavioral and other third-party data. Designed to be highly scalable.
Targeted at employees and processes. Focused on recording
transactions and accounting data as part of primary business processes.
Designed around status, object-oriented and slow to change.
GREAT CX NEEDS A SYSTEM OF SYSTEMS
SYSTEM OF RECORD
SYSTEM OF INSIGHTS
SYSTEM OF ENGAGEMENT
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THE GENESYS CUSTOMER EXPERIENCE PLATFORM FOCUS
CUSTOMER ENGAGEMENT EMPLOYEE ENGAGEMENT BUSINESS OPTIMIZATION
DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS
EMPOWER YOUR STAFF TO BE THE TOUR GUIDE OF YOUR CUSTOMER’S JOURNEY
RUN YOUR BUSINESS AS A SMART BUSINESS
BACK OFFICE & BRANCH INTEGRATIONMULTIMEDIA COMMUNICATIONSWORKLOAD MANAGEMENTOMNICHANNEL ANALYTICSCOMPLIANCEWEB SERVICES
WORKFORCE OPTIMIZATIONOMNICHANNEL AGENT WORKSPACEAGENT KNOWLEDGE
OMNICHANNEL ORCHESTRATIONSELF-SERVICE MICRO APPLICATIONSDIGITAL AUTOMATIONPROACTIVE & PREDICTIVE MATCHINGHYPER-PERSONALIZATIONNOTIFICATION SERVICES
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POWERS ALL CLOUD AND PREMISES SOLUTIONS
◉ THE BROADEST SUITE OF ENGAGEMENT CAPABILITIES
◉ IN CLOUD, ON-PREMISES OR IN HYBRID MODE OF BOTH, DEPENDING ON YOUR PREFERENCE
◉ NO LIMITS: ALMOST 25 BILLION ENGAGEMENTS PER YEAR ORIGINATING FROM 170 COUNTRIES
◉ ONE SOFTWARE CODE BASE FOR SMALL & LARGE, FOR ON-PREMISES & CLOUD WITH CLOSE TO A 1000 PATENTS
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GENESYS IS A LEADER IN CONTACT CENTER INFRA
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ABOUT GENESYS
8 OUT OF 8YEARS THE MARKET LEADER
NUMBER 1 CLOUD CX VENDOR
GLOBALLY
CLOSE TO 25 BILLION
ENGAGEMENTS EVERY YEAR
3,000ENGAGED & PASSIONATE EMPLOYEES
INNOVATOR MORE THAN
1,000 PATENTS
MORE THAN 95%
CUSTOMER RETENTION
4,700CUSTOMERS IN
120 COUNTRIES
CREATOR OF THE #1 CX PLATFORM
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HOW DO WE MEASURE SUCCESS?
9% Increase in first call resolution and +8% NPS
@TELSTRA
Back office productivity increased 34%
@VODAFONE GROUP
@GROUPAMA
30% Increase in sales & 20% agent efficiency gains
95% Self-service & 10% CSAT improvements
@DNB@ONLYINMICHIGAN
Reduced call volumes by 45%
8-Day reduction in delinquent accounts
@NAB
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GENESYS @ VODAFONE
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WHAT DO CUSTOMERS SAY?
“With a cloud contact center model from Genesys, we’ve been able to reduce maintenance and management expense, while meeting our global disaster recovery and business continuity requirements.”
LEE CONGDONCIO
“As mobile banking channels get busier, we’re moving from telephony-based responses to digital self-service and, with Genesys, we can accurately reconfigure our resources to match changing demand."
MARTIN KEDBACKHEAD OF BUSINESS DEVELOPMENT& SUPPORT
“There’s no comparison when it comes to Genesys. With greater efficiencies, we can empower our workforce to support customers across multiple touch points seamlessly."
N. RAVISHANKERCIO
4,700 CUSTOMERS IN 120 COUNTRIES, MANAGING MORE THAN24 BILLION CUSTOMER ENGAGEMENTS EVERY YEAR
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WHAT DO CUSTOMERS SAY?
“When I arrived on the scene I found there was no real-time oversight of workloads, volumes, or customer service. The obvious answer was to look at the problems from a business rather than an IT perspective.”
CHRISTELLE LEGRIXHEAD OF INSURANCE SERVICES
“Genesys provides us with flexible building blocks that we can easily put together in new and innovative ways to create features that allow us to be more competitive.”
PHILIPPE VAYSSACCHIEF INNOVATION OFFICER
“The Genesys Framework IVR offered the business functionality with as little need for IT involvement as possible. The platform also easily supported our desire to standardize all our existing IVR building blocks.”
BERT BOESVELDARCHITECT CC INFRA
4,700 CUSTOMERS IN 120 COUNTRIES, MANAGING MORE THAN24 BILLION CUSTOMER ENGAGEMENTS EVERY YEAR
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GENESYS IS SMART BUSINESS
ACCORDING TO THE FORRESTER TOTAL ECONOMIC IMPACT STUDY, ENTERPRISES USING THE GENESYS CX PLATFORM ACHIEVE:
158% ROI Over Five Years
Payback in 12.8 Months
$20M+ Reduction in Infrastructure Costs
$7600+ NPV Per Agent License
◉ 30% improvement in ecommerce conversions
◉ 50% reduction in customer abandonment
◉ 12.5% improvement in agent handle time
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GENESYS PARTNER EIT
Customer list on Genesys:• Infomedia 1588 • Bitė Lietuva• Gjensidige Lithuania and Latvia• The Lithuanian Department of Statistics• National Health Insurance Fund under the Ministry of Health (VLK)• State Social Insurance Fund Board Under the Ministry of Social Security and Labour (SODRA)
• AB Šiaulių bankas• State Enterprise Regitra• UADB Compensa Vienna Insurance Group• The Lithuanian Department of Statistics
20 years experience in Contact Center solutions
Genesys partner since January 2008
Selling, deploying and supporting Genesys portfolio in
Lithuania, Latvia and Estonia
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USE THE GENESYS ENGAGEMENT ENGINE
Seamless omnichannel orchestration for new and existing channels
Best of breed workforce optimization and journey analytics
Hyper-personalization and digital automation for marketing, sales and services
Multimedia communications for contact center, back office, branch and any other knowledge worker
From small to large – on-premises, hybrid architectures and next-generation global cloud network
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MEET US AT GENESYS BOOTH FOR MORE INFORMATION
37© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
THANK YOU