LORI NORMAN[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2004

GLENN WINTER[ASUG INSTALLATION MEMBER

MEMBER SINCE: 1998

DIANE MOREHOUSE[INDUSTRY SIG PROGRAM CHAIR

MEMBER SINCE: 2001

]Leverage CRM & Enterprise Apps withGenesys Business Process RoutingKarin Rittenberg

Genesys

Tom LeddyAndrew Corporation

A Commscope Company

[Real Experience. Real Advantage. 2

Current Enterprise Business ApplicationsHow Genesys Can HelpBusiness Process RoutingAndrew CorporationQ & A

Agenda

[Real Experience. Real Advantage. 3

Current Enterprise Business Applications

BackOffice

ERP/BPM

FrontOffice

CRM/Portal

Overcomes B/O and F/O separation

CustomerInteraction

Management

ISV and Genesys to overcome Enterprise to Customer

separation

[Real Experience. Real Advantage. 4

Leverage our enterprise app investment

Leverage customer access Gain margin Decrease operational cost Drive profit by cross selling

And they want it to be Fast direct but customized Secure and reliable A product

Customers told Genesys work with Oracle, Microsoft and SAP to:

[Real Experience. Real Advantage. 5

Why Do Traditional Apps Fall Short?

They often cover segments of processes, not end-to-end process (people, systems, geographies, departments.)

Business processes within them are are implicit making it hard to identify the process problems, and change quickly

Traditional applications are very IT and code-heavy, limiting the role of the business user in driving change

[Real Experience. Real Advantage. 6

How Genesys Can Help-Its as Easy as ABC Analytics Business Process Management Communication and CRM

[Real Experience. Real Advantage. 7

A: Analytics

Analytics Contact center analytics into enterprise analytics

[Real Experience. Real Advantage. 8

B: BPR

Business Process Routing Route to the right person through the right communications

channel Optimizing resources & work processing

[Real Experience. Real Advantage. 9

Reduced Operational CostsN

u

m

b

e

r

o

f

C

a

l

l

s

07:00 Time 18:00

Daily traffic distribution

Available Resources

CustomersWaiting in

Queue

[Real Experience. Real Advantage. 10

Better Visibility of Resource & Work QueuesN

u

m

b

e

r

o

f

I

n

t

e

r

a

c

t

i

o

n

s

Queue

Real-Time Interaction Volume

Contact center Verification Branch 1Approval Branch 2

Work Item

Work Process

[Real Experience. Real Advantage. 11

C: Communication and CRM

Transform CRM with Advanced Communication Enable Enterprise Apps with Voice & Speech

Eg. Benefit enrollment via voice 360 degree view of customer

Eg. Front- & Back-office integration

[Real Experience. Real Advantage. 12

C: Extending CRM with Gplus

Gplus Adapter & Gplus work items option

Genesys Customer Interaction Management

SAP, Siebel, PeopleSoft, Microsoft

(work items, tasks)

Pre-packaged Integration Routing Agent Desktop Interaction History Configuration Synch Statistics

[Real Experience. Real Advantage. 13

GlobalMarketing

Global Service and Support & Global IT

Global Field Organization

ConsultingBusiness Solution Groups

Manufacturing Industries Solution

Management Application

Development

ServiceIndustries Solution

Management Application

Development

Financial & Public Services Solution

Management Application

Development

Application Platform & Architecture

Finance & Admini-stration

Human Resources

Office of the CEO

Global Comm.Corp. Consulting

Internal AuditGlobal IP

Technology Platform*Solution Management

Genesys impacts all of the Enterprise

Genesys

Genesys

Genesys

Genesys

GenesysGenesys

Genesys Genesys

Genesys

Genesys

Genesys

Genesys

Genesys

Genesys

[Real Experience. Real Advantage. 14

A Few Examples Global Telecom Company:

Streamlining BillingSaving $9 Million

Leading Provider of Student Loans:Streamlined Loan ApprovalSaving $4.4 Million

Global Financial Services Company: Managing Trade ExceptionsSaving $1 Million, 50% staff reassignment

[Real Experience. Real Advantage. 15

Proven Success

Genesys commitment to working with complementary application providers offers businesses a real-world approach that delivers more complete solutions.

META Group

600 G+ Customers Worldwide

[Real Experience. Real Advantage. 16

Benefits Improve customer experience

Personalize customer service. Automatically attach customer data with every call and transfer.

Complete 360-degree view of the customer for better first contact resolution

Intelligent voice self service for faster results; proactive customer notification for better responsiveness

Real-time, integrated routing of all media types for consistent service delivery

Increase business agility to respond to business needs and market opportunities Real-time, business process management integrated with

mission critical applications for faster and smarter business decision making

Open standard, Web-services enabled interoperability to dynamically optimize business processes and work flow across and outside the enterprise

SOA-based foundation and composite applications leverage existing communication resources to create new business value

Extend enterprise applications to any devices, anywhere,

[Real Experience. Real Advantage. 17

Benefits (2) Increase information visibility for smarter business

decisions Reporting and analytics integration for better management

insights and improved collaboration Complete end-to-end, blended data and interactions

activities reporting for critical analysis and better decision making across the enterprise

Lower total cost of ownership Pre-packaged, out-of-the box integration boxes

implementation risks and high costs Open standards solution leverages existing infrastructure, is

hardware agnostics and eliminates vendor lock-in

[Real Experience. Real Advantage. 18

Andrew CorporationA CommScope Company

Tom Leddy Senior Developer Extended SAP Solutions Technical lead for CIC Project

Responsible for BSP Development System Configuration Middleware Management CTI Integration BASIS work Security

[Real Experience. Real Advantage. 19

A global designer, manufacturer, and supplier of communications equipment, services, and systems

Total sales in 2007 over $4.3 Billion Operates in over 120 Countries No. of employees = 17,000 Sales done through direct sales to

OEMs, Carriers, also through distribution channels.

Customer service and support through six Contact Centers worldwide.

Types of customer service and support issues quotes, order management complaints

Andrew CorporationA CommScope Company

[Real Experience. Real Advantage. 20

Technology Environment

Avaya S8700 SAP

ERP R/3 Version 4.6c CRM 5.0 Mobile Sales Interaction Center Web Client BW

Microsoft Exchange Lotus Domino RightFax

[Real Experience. Real Advantage. 21

CRM Implementation

Began with version 4.0 in 2004 Initially we used Mobile Sales for forecasting, opportunity

and contact management. We upgraded to version 5.0 and implemented Interaction

Center Web Client in Q1 2008 Were planning to upgrade to CRM 2007 by the end of Q1

2009

[Real Experience. Real Advantage. 22

Business Challenges

Information Sharing users need better access to information about other agents interactions with customers

Need to optimize customer service and support to meet company metrics

Voice E-mailFax

First call resolution. Route all interactions, including faxes from RightFax and Microsoft Exchange Server emails to the right resource.

Provide improved visibility to agent activities.

Provide more reliable data for resource allocation metrics, based on measured workload on a daily, weekly and monthly basis.

[Real Experience. Real Advantage. 23

Solution Overview

Genesys Customer Interaction

Management platform Inbound Voice Gplus adapter and

Gplus Work Items Option for SAP

Gplus adapter for SAP data access

R/3 CRM

BW

Mobile Client

CIC Web Client

PBX(Avaya)

InteractionMgmt

(Genesys)

Exchange Server (email)

RightFax (fax

server)

MW

MWMW

MW

Mobile App Studio

BSP/ABAP/JAVA

ITS

Legend MW = SAP Middleware BW = Business Warehouse ITS = Internet Transaction

Server BSP/ABAP/JAVA =

Programming Platforms R/3 = SAP ERP System CRM = Customer Relationship

Management CIC = Customer Interaction

Center

[Real Experience. Real Advantage. 24

Implementation No impact on existing operations

(transparent to customers) Implementation took about 12 months

overall 4 Months for the Genesys / CTI

portion to be set up. Genesys partner onsite throughout

implementation Better solution design Effective knowledge transfer

Change Management Customer Service

Representatives now have to process all interactions including emails through IC Web Client

[Real Experience. Real Advantage. 25

Fax and Email Routing

Fax number is put into the subject line of an email Genesys passes fax number or email address to a

custom function module in SAP SAP returns username of customers agent for routing Routed to generic group if no record found

[Real Experience. Real Advantage. 26

Email

Push scenario (for now) We didnt want agents to be cherry picking the easy emails After we went live, we determined that this wasnt the best

solution As part of our CRM 2007 upgrade well be switching to a pull

scenario Multiple Logins

IC web client only allows one interaction at a time. This is not acceptable for the way our business runs (agents need

to be able to answer the phone while replying to an email). We solved this by creating a second login for users thats

specifically for emails The issue with this is that we now have to pay for two Genesys

licenses Outgoing Emails

Extensive work with SAP support to resolve issues involving

[Real Experience. Real Advantage. 27

Order and Quote management

Still handled in R/3 Because were on version 4.6c, we use the BOR object to

pass data back and forth Orders and Quotes are entered in the ERP system and

then linked to the activity clipboard in an interaction record.

[Real Experience. Real Advantage. 28

Customizations Custom Inbox Searches By PO Number And Sales Number Sub-reason field on Interaction Records Business Partner notes in Identify Account screen Ability to copy Interaction Record notes to the Windows clipboard End Complete button added to the toolbar to automatically close interactions

[Real Experience. Real Advantage. 29

Rollout

Application was rolled out to the users on 4/14/2008 The rollout went very smooth. Most issues were minimal

and got resolved within the first 48 hours. Issues that have come up since the initial rollout

Functional issues Call routing issues Genesys services needing to be restarted Outbound email issues

[Real Experience. Real Advantage. 30

Benefits Efficiency Blended Agents (Media)

Unified routing of all interactions voice, email, fax

Better resource allocation First Call Resolution

Improved by routing customers to their assigned agents,regardless of interaction type

Fewer transfers, quicker resolution

Efficiency/Reduced CostsCustomer Experience

Management

[Real Experience. Real Advantage. 31

Benefits (contd)

Customer Experience Always routed to assigned agent,

regardless of interaction type

Customers do not have to remember assigned agent

system automatically routes Management & Visibility

Measurement of all activities Workload by day, week, month

Agent Satisfaction Improved as work is measured

accurately and workloadis appropriately assigned and balanced

Efficiency/Reduced CostsCustomer Experience

Management

[Real Experience. Real Advantage. 32

Genesys Solutions Used

Inbound Voice CIM Multimedia Routing For Emails And Faxes Sap G+ Multichannel Adapter SAP Data Access G+ Adapter

[Real Experience. Real Advantage. 33

Why Genesys

Business Process Routing capabilities Thorough detailed response to RFP Ease of integration with SAP Certifications with SAP

Ecosystem partner Mediu

[Real Experience. Real Advantage. 34

Lessons Learned

Having a third party (Mediu) was very useful when it came to dealing with issues between Genesys and SAP Issues resolved quickly Amount of finger pointing was reduced

Do not wait until the last minute to start work on reporting Push scenario for emails eliminates cherry picking but

creates other issues for users that are less desirable

[Real Experience. Real Advantage. 35

Future Plans

CRM 2007 upgrade is currently underway Spain Rollout of IC Webclient set to begin after the

upgrade is complete Evaluation of additional functionality within the existing

application is underway by our field services group.

[Real Experience. Real Advantage. 36

Questions

Questions?

[Real Experience. Real Advantage. 37

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