1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

CONTACT CENTER MANAGERS’ ROADMAP TO THE FUTURE IN THE CLOUD

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AGENDA

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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

3rd Platform – Transformed Experiences

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

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THE THING ABOUT IOT–IT’S COMING SOONER THAN YOU THINK

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

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THE WORLD’S LEADING CUSTOMER EXPERIENCE COMPANY

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CLOUD DRIVES SIMPLICITY

1: freedom from complexity

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

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ENGAGE WITH GENESYS!

Email us at: enterprise.programs@genesys.com

Tweet with us: @Genesys, #Gwebinar@Genesys_Brasil, @Genesys_LATAM, @GenesysJapan, @GenesysDACH, @GenesysFrance, @Genesys_IT, @Genesys_ME, @GenesysTurkey