ROMA13-14 MAGGIO 2015

Paolo BergaminiCX Enabling The Back Office

@berga2punto0

COMPLEXITY

Large & complex operations challenged by...

* 4V Described as Operation Management Dimensions by Iryna McDonald (Tutor of FTC Kaplan 2008)

You can do ANYTHING,

… but not EVERYTHING.”

• Work Orchestration • Universal Queue • Smart Reprioritization • Push to Skill • Resource Sharing • Interaction Blending • Fair load-balancing • SLA Adherence

Deliver CX

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.‹#›

Manual work-item distribution without Genesys

CRM

BPM

WF

WWW

Customers Channels Systems Queues Resource Groups Supervisors

N:N N:N N:N N:N N:1

Queues Resource GroupsSupervisors

N:N1:N

Decentral (First In First Out) or No prioritization (Cherry Picking)

Central one-time prioritization (Most Urgent First)

…

Sup

ervi

sors

to M

anag

e R

esou

rces

Supervisors to M

anage Q

ueues

PULL Method “Get Next” Method

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.‹#›

Automated work distribution with Genesys

CRM

BPM

WF

WWW

Customers Channels SystemsCentralized

Queue Resources Supervisors

N:N N:N N:1 1:1 N:1

PUSH Method with Fair Load-Balancing PUSH Method with Interaction Blending

Sup

ervi

sors

to M

anag

e K

PIs

Supervisors to M

anage Custom

er Experience

Universal Queue Resources Supervisors

1:1 N:N

Interactions

N:1

iWD MANAGER

…

Continuous Reprioritization (Most Important First)

Continuous Reprioritization (Most Valued First)

iWD MANAGER

P P

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.‹#›

MULTI-CHANNEL / MULTI-FORMAT AUTO CAPTURE

1

PUSH MODE BASED WORK DISTIBUTION

2

PATTERN SEARCH SUPPORTED AUTO CLASSIFICATION

3

SKILL BASED ROUTING4

HISTORIC REPORTS REALTIME INSIGHTS

8

STANDARD RESPONSE

LIBRARY7

ATTACHED DATA & DATA LOOKUP 6

AUTO RELEASE BY TRIGGER

5

DYNAMIC BLENDING 9

SEARCH

TRANSFER

COMPLETE

REPORT

WAIT

PULL

CLASSIFY

HOLD

AHT

CAPTURE

Enterprise Workload Management supports the lifecycle

CRM BPM MDBWFS LMSCMS

Work-Item Capture

Continuous Reprioritization

Front Office AgentBack

Office Advisor

Sales Rep Supervisor / Manager

Knowledge Worker Branch Office

Worker

S&

PUSH

PUSH

PUSH

PUSH

PUSH PUSHUNIVERSAL QUEUE

Capture Adapters

Source Systems

Genesys Journey Management

Genesys Amalytics

Outsourcers

PUSH

Home Workers

PUSH PU

SH

Sales

Orchestrate all work-items across the enterprise with the same platform

Enterprise Workload Distribution Reporting

ROMA13-14 MAGGIO 2015

Thank you!