Genesys Redefining the Agent Desktop for an Omnichannel Customer Experience
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Redefining the Agent Desktop for an Omnichannel Customer Experience Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side. Thank You for Joining Today’s Webinar w/Live Demo
Transcript of Genesys Redefining the Agent Desktop for an Omnichannel Customer Experience
Redefining the Agent Desktop for an Omnichannel Customer Experience
Quick logistics check:
Please make sure your laptop / PC speakers are un-muted.
You may enlarge the slides by dragging the bottom right corner of the slide window.
You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” window on the right side.
Thank You for Joining Today’s Webinar w/Live Demo
Webinar w/LIVE DEMO
Redefining the Agent Desktop for an Omnichannel Customer Experience
© 2015, Genesys. All rights reserved.
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Speakers
Rick PhungSr. Product Manager
Genesys
Kay PhelpsSenior Manager of Product
Marketing, Genesys
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Why We Are Here Today
of adults say that valuing their time is THE most important thing a company can do to provide good customer service
Forrester Research “Consumer Expectations For Customer Service
Don’t Match What Companies Deliver” Kate Leggett, March 3, 2015
77%
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Multi-channel Engagement is Not Enough
Customers engage over multiple channels, pausing and resuming them over time.
To realize true Omnichannel engagement requires:
• Multimodality
• Orchestration
• Journey Management
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Today’s Agenda
•Challenges
•Answers
•See it in Action
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Challenges
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Customer Pain Points
Source: Accenture 2013 Global Customer Pulse Survey
Contact Multiple Times – 74%
Wasted Time on Hold – 69%
Repeating Information – 66%
Clueless Agents – 64%
Missed Promises – 64%
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Trying to Juggle your Customer’s Needs
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Agent Pain PointsRequesting
Customer Info
Lack of History
Irritated Customers
Limited Real-time Feedback
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Supervisor Pain Points
Managing a Large Team
Training New Agents
Handling Shifting Priorities
Ensuring a Quality CX
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Answers
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Omnichannel Desktop Answers Customers’ Needs
Agent is informed
Agent knows me
Immediate answers
No repeat contacts
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Omnichannel Desktop Answers Agents’ Needs
Full customer history
Omnichannel desktop
Information at fingertips
Real-time feedback
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Omnichannel Desktop Answers Supervisors’ Needs
Monitoring & coaching
Broadcast messages
Intuitive Interface
QA review, approve
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The Impact of an Omnichannel Desktop
Proven cost reductions
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Quantifiable Benefits of an Omnichannel Desktop
Infrastructure Details
Agent’s fully loaded wage
Monthly number of interactions (Voice, Digital, etc.)
Estimated Improvement
Percentage of interactions for which enhanced context would apply
Estimate time saved per interaction (in seconds)
Estimated Impact
Estimated agent interaction volume to benefit from enhanced context
Total labor cost saved by enhanced contextual data
$ 50,000
500,000
25%
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$ 125,000
$ 36,725
Potential Annual Value forReduction of Handle Time Due to Enhanced Contextual Data
$440,705
Potential Benefit CalculatorsDigital Engagement Center
Live Demo:Genesys Omnichannel Desktop
See It in Action
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Omnichannel Desktop
Interaction Preview, Customer Profile, History, and Notes with full visibility of the interaction during the entire life cycle
Context of past interactions
View or edit notes
Customer/account snapshot
Select interaction, expand for full detail
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Omnichannel Desktop – Co-browse & Push Content
Co-browsing: multimodal push of pertinent web page to customer
Web page pushed
Co-browsing –Push URL
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Omnichannel Desktop – View Web History
View history of customer’s web browsing activities
Web pages visited by customers
Show selected page
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Omnichannel Desktop – Journey Dashboard
Steps in Customer Journey
Timeline of Customer Journey
View important steps in the customer journey
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Omnichannel Desktop – CRM Integration
Embed CRM system to enable agent to drive all apps within single desktop
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Omnichannel Desktop – Knowledge Center
Proactive agent recommendations, pre-integrated with agent desktop
Agents search common knowledge
database
Proactively push knowledge
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Why We Came Today
•73% say faster resolution = better customer experience
•AND
•57% say customer experience = revenue growth
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Key Takeaways
Customers live in a multimodal world –need to enrich each experience
To deliver a complete experience, agents must have insight into ALL channels – digital and voice
To deliver great CX, must shift from individual customer interactions to a journey view
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Key Requirements of an Omnichannel Desktop
• Single interface to manage your customer’s journey across all channels
• Real-time, two-way omnichannel interactions
• Agent scripting
• Customer insight and history
• Knowledge embedded
• Immediate access to supervisors and subject matter experts
• One-touch access to common tasks
• Easy integrations
• Embedded supervisory functions
• Web-based capability
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Cloud Hybrid On-Premises
Genesys Customer Experience Platform
Store/Branch
Directto Expert
BackOffice
ContactCenter
MarketingPromotion
MobileAppWebsiteVoice IVR Social
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Why Genesys…
Single, IntegratedPlatform
Broadest and deepest integrated CX platform available in three editions with one to unlimited scalability and appropriate ease of use
OmnichannelMultimodal Self-Service
Contextual self-service across simultaneous channels providing either visual assistance to IVR using web pages or voice guidance of a web page
Omnichannel JourneyOrchestration &
Management
Design, orchestrate, monitor & continuously tune consistent, seamless, personalized and journey-specific experiences across all touchpoints, channels and interactions using stateful orchestration
Journey Analytics360 degree view and analysis of the full customer journey including all interactions, supporting operations and workforce behaviors
Website Event Monitoring & Proactive
Engagement
Website event monitoring to trigger proactive customer engagement or contextual webpage flows for self-service or assisted service scenarios
Real time OmnichannelSLA Management
Manage the SLAs in real time across channels ensuring CX consistency as well as priority for high value interactions while guaranteeing omnichannel SLA adherence
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Ask the Experts
For more information, please visit
www.genesys.com
Rick PhungKay Phelps
Thank You!
For more information www.genesys.com
Email: [email protected]
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