Getting Huge Return on a SMART CX Strategy · Standard SIP / IP based infrastructure . Increased...
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Transcript of Getting Huge Return on a SMART CX Strategy · Standard SIP / IP based infrastructure . Increased...
Getting Huge Return on a SMART CX StrategyChristian KleinPrincipal Strategic Business Consultant EMEA
John ChunPrincipal Value Consultant
There is much more behind the scenes …
Business Case Calculation
Business Case
a 462 seats Contact Center(287 year-round and 175 seasonal in Q4 only)
moved from Nortel to Genesys Engage Platform
achieved a total saving over five years of
$26 million
Payback within: 3.84 Months
Benefits
Agent Productivity +27%
30 fewer FTE agents
SLAfrom 80/30 to 99/2
NPS +60%
Abandon Rate
- 85% to <0.4%
ASA- 93% from 22 sec.
to 2 sec.
AHTfrom 8.9 min.to 7.0 min.
Easier and more flexible up- and down scaling for seasonal agents
Agent labor costs savings over2.6 Mio. $ per year
Success Story
WHEN DO YOU NEED 1. Contact Center Modernization
(upgrading your contact center infrastructure by new capabilities)
2. Move from On-Premise to Cloud
3. Move between the product lines• Pure Cloud
• Pure Connect
• Pure Engage
Business Case
?
Business Case Essentials 1. Consider all the right factors based
on strategy.
2. Understand and fully account for baseline costs.
3. Completely account for the costs of the new contact center technology solution.
4. Clearly define benefits (efficiency, revenue and customer experience)
5. Execute on the savings you project.
6. Follow through to assess results after implementation.
ESTIMATED COSTS
(baseline and new)
• Setup, Implementation, Migration
• Software licenses
• Hardware
• Professional Services
• Connectivity
• Training
• Organizational Changes
One Time Costs (OTC)
Recurring Costs (Cost Drivers)
Tangible
Nontangible
• Maintenance and Training
• Operations, MACs(Internal, SaaS, Managed Services)
• IT costs to support the contact center: facilities, power, air conditioning, security measures, and the required IT resources.
• Change- and Vendor Management
• Periodic Event Costs (for patches, upgrades, hardware refresh, decommissioning and disposal of hardware)
Tangible Recurring Costs
Tangible
• Downsize / Upsize of functional modules (# agents, # locations)
• Future costs for update/upgrade of Customizations
• Costs of doing no regular upgrade / update
• Cost of Not-Running (System SLA)
Nontangible Costs
Nontangible
Cost of Not-Running (System Availability)Calculation Base:Agent Cost / hour =30 €Working hours / day = 10Working days / week = 6Working hours / year = 52
Agents
SLADowntime
Min / Year 50 100 250 500 1000
97,5% 13.140 117.000 € 234.000 € 585.000 € 1.170.000 € 2.340.000 €
98% 10.512 93.600 € 187.200 € 468.000 € 936.000 € 1.872.000 €
99% 5.256 46.800 € 93.600 € 234.000 € 468.000 € 936.000 €
99,5% 2.628 23.400 € 46.800 € 117.000 € 234.000 € 468.000 €
99,9% 526 4.680 € 9.360 € 23.400 € 46.800 € 93.600 €
99,99% 53 468 € 936 € 2.340 € 4.680 € 9.360 €
EXPECTED BENEFITS
(Examples)
Improved EfficiencyExperience
FCR AHT
SPEECHANALYTICS
Search
Categorization
Automatic Discovery
Knowledge ManagementOmniChannel Desktop
Virtual & Omni Channel Contact Center
Two-digits percentage increase of Agent Utilization is possible
webchat
call
CLO
SE T
HE
GA
P
Front Office Back Office
IWD (Intelligent Workload Distribution)
DCM (Dynamic Case Management)
Lower Infrastructure Costs
Up to 300 € savings per agent
by shifting your Contact Center infrastructure onto a software-based platform
Standard SIP / IP based infrastructure
Increased Revenue
CustomerRetention
from 33%to 89% *1
Omnichannel Customer Engagement
YOYRevenue
from 3.4%to 9.5%*1
*1 Aberdeen Group Inc.*2 per customer
YOY CostDecrease *2
from 0.2%to 7.5%*1
Greater contextualAwareness
WHO WHAT
WHEREWHEN
HOW
Intelligent Routing
We can much better tune and adapt our
Technology to support your Business
TECHNOLOGY
≠
TECHNOLOGY
We need to prove it
BUT
R O IRisk Of Inaction
SMART Use Case
CX Challenge
DemoUse Case Benefits Calculators and Benchmarks
Demo
• GenesysBenefits.com
• Username – SMART
• Password – Genesys2017
Demo
Services and Resources at a Glance
BenchmarkROI Models TCO Models
We can assist you with Financial Justifications, Analytics and Benchmark by offering assisted services and self-services tools
Calculators
Benefit Benchmarks
Every benchmark maps back to SMART use cases.
URL: http://genesysbenefits.com/Username: smartPassword: Genesys2017
Next Steps To Increasing Value
Today or TomorrowOR TOMORROW◉ CX Challenge◉ Genesysbenefits.com◉ Visit our booths
When You Are Back at the Office
◉ Ask your Genesys AE about Business Consulting and FAST
