Mobile: A New Conversation

Mayur Anadkat @anadkat

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The stage has been set…

1. Explosive growth in consumer adoption of smart devices

2. Companies struggle cutting through the clutter

3. No customer engagement

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Mobile

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Our message

Mobile applications need to become a true engagement channel

Summary

Genesys Mobile Engagement

• Harness the power of mobility for customer engagement

• Connect mobile to customer service

• Transform transactional mobile applications to conversational

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Transforming Transactional Apps to Mobile Conversations

Contact Us

VS

Genesys Mobile

Engagement

Connect Me Help Me Remember Me

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Mobile App Innovations

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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I got into an accident…

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

What if… connect

me

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I need some pants…

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

What if… help me

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I’m thinking of changing my plan…

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

What if… remember me

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Genesys Mobile Engagement

• Provides access to service with a press of a button

• Unleashes the power of context, location, history, and preferences

• Redefines the customer experience on smart phones

Connect Me Help Me Remember Me

Conversation Manager and Web Engagement

Darryl Addington

Channel Independent Conversation Management

With Conversation Manager

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Application Development

Runtime

Business Rules

Context and Data

Conversation Management

Genesys 8 was designed to help you manage the customer conversation:

• Single execution environment

• Business Level Control

• Customer Context

New Components

• Orchestration Server

• Composer

• Conversation Manager

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“Customers expect us to know, and we DO

know, we simply haven’t packaged the

data to know.” Bank Executive

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customer conversation

Partial Transaction

Data

Transaction Value

Active Marketing Campaigns

Action Flags

Conversation Manager - The right data at the moment of contact

Incomplete transaction – especially related to sales

Information that you want to take action on. Next steps in a complex process, a new sales campaign, etc.

Value of the customer and value of the transaction. Is it related to tech support or related to product sales?

Cross sell

Available to the systems that interact with customers.

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Conversation Manager: Rules System

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Control user experience independently of channel

Control Traffic Flow

Manually or automatically change customer treatments

Easily respond to changing customer communication issues

Conversation Manager Today

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Conversation Manager Use Cases for Telcos Customer Effort Score

Event Type Events Weighting Score

1st Call 1 1 1

Email 1 3 3

2nd Call 1 3 3

1st Transfer 1 2 2

2nd Transfer 1 4 4

3rd Transfer 1 8 8

Long ‘On-hold’ time 1 3 3

TOTAL 7 24

Study from Harvard Business

Review Customer Effort

http://hbr.org/2010/07/stop-

trying-to-delight-your-

customers

•Two key findings: delighting customers

doesn’t build loyalty; reducing their

effort—the work they must do to get

their problem solved—does.

•Second, acting deliberately on this

insight can help improve customer

service, reduce customer service costs,

and decrease customer churn.

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Customer Effort Score

TV

Broadband

Voice

1

2

Sales

Support

Billing

Other

Common Tips

Service

Other

Mobile

Login

3 4

5

6 7

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Company Effort and Customer Effort

There is a correlation between company effort and customer effort

When a customer breaks through to humans they take more time to fix than if the process was smooth to

begin with

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Company Effort

Customer Effort

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Conversation Manager

Customer loyalty: lower customer effort

Proactive and reactive selling opportunities

Control over Contact Center operations

Business Efficiency: intelligent use of customer information

Web Engagement

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Web Engagement Use Web Behavior to Target

For many consumers, the web is the starting point for many types of interactions

•Largely anonymous

•No way to correlate customer info

•No way to create dynamic experience

•No way to take action based on customer behavior

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Track web usage and engage

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Track relevant customer activity on

your web site

Take action with customer in real time

or at a later date

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Use rules to determine actionable behavior

Use business rules to determine actionability

• Activity • Value • Products • Etc. ____________

Trigger action based on simple or sophisticated

rules

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Web Engagement

Targeting Q3 of 2012.

Speak to us after session and ask for a demo

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Learn more…

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

WEB ENGAGEMENT

Targeting Q3 of 2012.

Speak to us after session and ask for a demo

CONVERSATION MANAGER

Come by the booth

Speak to your Account Executive

MOBILE ENGAGEMENT

Questions?

Thank you

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Customer feedback surveys will be sent to you online later…

Follow ME @Anadkat @AddDarryl