1. All Rights Reserved © Alcatel-Lucent 2010 1 |Genesys IWD 2010 Genesys intelligent Workload Distribution Obtaining The Visibility Your Back- Office Never Had Before

2. All Rights Reserved © Alcatel-Lucent 2010 2 | Presentation Title | 2010 Service Delivery Optimization The importance of meeting customer expectations is clear… 70% Consumers said they had ended a relationship due to poor customer service alone. Ovum and Genesys Research $370 Annual value of a lost customer relationship Ovum and Genesys Research (Australian Dollars)

3. All Rights Reserved © Alcatel-Lucent 2010 3 | Presentation Title | 2010 Service Delivery Optimization …and across the entire organization 70% Of operational budget that is represented by direct and indirect salary costs Genesys Research

4. All Rights Reserved © Alcatel-Lucent 2010 4 | Presentation Title | 2010 Service Delivery Optimization Requires an enterprise view, including resources in the back-office… 3:1 3 back-office workers for every contact center agent, involved in service delivery Genesys Research 28% Of back-office worker’s time that is considered unproductive Genesys Research; Basex Research Report “Information Overload” 2008

5. All Rights Reserved © Alcatel-Lucent 2010 5 | Presentation Title | 2010 Service Delivery Optimization Key Issues that exist in organizations… Human Latency  Employees set the pace of work  Employees manage the priorities  Even with automation, there are exceptions Lack of Business Agility  New process starts as short-term solution that remains  Inability to respond to market opportunities, or threats  Within and across departments, and brands Limited Insights  Resource and Work  Accuracy and objectivity through “self reported” data  Prevents continuous improvement Customer Frustration  Inability to deliver to customer expectation  Often results in repeat contacts “where is my order?”  Lost customer / Impairs Up-sell

6. All Rights Reserved © Alcatel-Lucent 2010 6 | Presentation Title | 2010 Service Delivery Optimization Key Trends… Customer Centricity  Every employee becomes customer-facing  Front office and back office distinctions erased  All decisions weigh the impact on customer experience Service Objective Focus  Differentiate tasks based on value, regardless of channel  Dynamic value calculations on changing conditions  Right First Time, matching work to skill Increased Visibility  Real-time monitoring of work and resources  Reporting end-to-end  Enables a culture of continuous improvement

7. All Rights Reserved © Alcatel-Lucent 2010 7 | Presentation Title | 2010 Dynamic Customer Engagement Unify the conversation with customers across channels Leverage resources across the extended enterprise Build an open infrastructure to support customers Optimize customer service delivery Get visibility into business performance

8. All Rights Reserved © Alcatel-Lucent 2010 8 | Presentation Title | 2010 Service Delivery Optimization Unify the conversation with customers across channels Leverage resources across the extended enterprise Build an open infrastructure to support customers Optimize customer service delivery Get visibility into business performance

9. All Rights Reserved © Alcatel-Lucent 2010 9 | Presentation Title | 2010 Service Delivery Optimisation Performance Be efficient in getting work done, and effective in choosing the right work Performance Be efficient in getting work done, and effective in choosing the right work Quality Ensure work completed is done so according to customer and company expectations Quality Ensure work completed is done so according to customer and company expectations Transparency Be accountable for achieving shared goals and objectives at individual and team level Transparency Be accountable for achieving shared goals and objectives at individual and team level Customer Centricity Service Objective Focus Increased Visibility

10. All Rights Reserved © Alcatel-Lucent 2010 10 | Presentation Title | 2010 Process Incoming requests CRM, BPM, & Business Applications Manual selection of tasks across many workbins Tasks assigned to workbins by supervisors Today, work is allocated manually, prone to cherry picking, and results inefficient operations

11. All Rights Reserved © Alcatel-Lucent 2010 11 | Presentation Title | 2010 CRM, BPM, & Business Applications Prioritized Global Task List based on Business SLAs Automatic work allocation across departments Process Incoming requests Genesys iWD automatically prioritizes and distributes work to right skilled resource

12. All Rights Reserved © Alcatel-Lucent 2010 12 | Presentation Title | 2010 Genesys intelligent Workload Distribution  Transforms work distribution from a manual and inefficient model…to a prioritized global task list,  Distributes work automatically, to the right skilled and available resource across the enterprise,  Provides visibility into operational performance, ensuring the right business outcome

13. All Rights Reserved © Alcatel-Lucent 2010 13 | Presentation Title | 2010 Genesys iWD – Key Capabilities Capture Tasks from multiple sources and creating a “global task list” Report SLA adherence, performance, utilization, backlog and other metrics Calculate Task priorities using SLA defined by business users Distribute Most important tasks to the right resource at the right time Manage Task backlog, resources, skills, and SLAs

14. All Rights Reserved © Alcatel-Lucent 2010 14 | Presentation Title | 2010 Genesys iWD: Calculate  Define Business SLAs using business rules using intuitive user interface  Automatically monitors tasks against SLAs; adjusts to ensure SLA Adherence

15. All Rights Reserved © Alcatel-Lucent 2010 15 | Presentation Title | 2010 Genesys iWD: Distribute  Leverages the resource/skill awareness in Genesys CIM  Proactive assignment to the right resource (push or pull)  Manage across physical or logical locations – front-office, back-office, home agent, outsourcing partners, etc. External Resources Outsourcers Partners Internal Resources Expert Contact Centre Back Office

16. All Rights Reserved © Alcatel-Lucent 2010 16 | Presentation Title | 2010 Genesys iWD: Manage  Tasks in backlog, priorities and SLAs  Resources across schedule, skills, adherence

17. All Rights Reserved © Alcatel-Lucent 2010 17 | Presentation Title | 2010 Genesys iWD: Reporting  Comprehensive set of task-based statistics  Provides valuable insights into business performance  Compare against key performance indicators defined by business users  Leverage task backlog information for improved workforce planning 17 | Genesys iWD

18. All Rights Reserved © Alcatel-Lucent 2010 18 | Presentation Title | 2010 Service Delivery Optimization –Case Studies Performance Be efficient in getting work done, and effective in choosing the right work Performance Be efficient in getting work done, and effective in choosing the right work Transparency Be accountable for achieving shared goals and objectives at individual and team level Transparency Be accountable for achieving shared goals and objectives at individual and team level Quality Ensure work completed is done so according to customer and company expectations Quality Ensure work completed is done so according to customer and company expectations

19. All Rights Reserved © Alcatel-Lucent 2010 19 | Presentation Title | 2010 Service Delivery Optimization – International Case Studies Transparency Be accountable for achieving shared goals and objectives at individual and team level Transparency Be accountable for achieving shared goals and objectives at individual and team level Overview: Largest Telco in Australia Product Connect responsible for provisioning adds, moves, and changes for residential and business phone service Challenges: Manual task distribution Cost from penalties if due dates were not met Lack of visibility into task backlogs and worker performance Results: Dynamic prioritization of wok orders based on customer order number, due date and time 15% increase of average number of tasks handled per day Optimized pull – five prioritized jobs for each worker to pull from Real-time statistics and historical reporting Overview: Largest Telco in Australia Product Connect responsible for provisioning adds, moves, and changes for residential and business phone service Challenges: Manual task distribution Cost from penalties if due dates were not met Lack of visibility into task backlogs and worker performance Results: Dynamic prioritization of wok orders based on customer order number, due date and time 15% increase of average number of tasks handled per day Optimized pull – five prioritized jobs for each worker to pull from Real-time statistics and historical reporting Proactively routing increases efficiency and effectiveness Quality Ensure work completed is done so according to customer and company expectations Quality Ensure work completed is done so according to customer and company expectations Performance Be efficient in getting work done, and effective in choosing the right work Performance Be efficient in getting work done, and effective in choosing the right work

20. All Rights Reserved © Alcatel-Lucent 2010 20 | Presentation Title | 2010 Service Delivery Optimization - International Case Studies Performance Be efficient in getting work done, and effective in choosing the right work Performance Be efficient in getting work done, and effective in choosing the right work Overview: Leading German insurance provider 9 million customers; 8,700 employees (3,500 in back-office) Challenges: Faster response to customer requests, reduction of backlog Fair and equitable distribution while maximizing SLA Results: Fair Workload distribution – clarity on who does when, how many Users can see all assigned work, but can only pick highest priority Workers have desktop view on task and call SLA performance Team sense of accountability towards goals and outcomes Overview: Leading German insurance provider 9 million customers; 8,700 employees (3,500 in back-office) Challenges: Faster response to customer requests, reduction of backlog Fair and equitable distribution while maximizing SLA Results: Fair Workload distribution – clarity on who does when, how many Users can see all assigned work, but can only pick highest priority Workers have desktop view on task and call SLA performance Team sense of accountability towards goals and outcomes Fair workload distribution provides clarity and accountability Quality Ensure work completed is done so according to customer and company expectations Quality Ensure work completed is done so according to customer and company expectations Transparency Be accountable for achieving shared goals and objectives at individual and team level Transparency Be accountable for achieving shared goals and objectives at individual and team level

21. All Rights Reserved © Alcatel-Lucent 2010 21 | Presentation Title | 2010 Roadmap to Future Business Models Developing a roadmap is critical to evolve to an optimized enterprise  Nil to Limited Visibility of 1.Demand 2.Staff  Silos, Non-virtual Operation  Channel/Work-bin Oriented Distribution  Volume Driven Planning & Scheduling  User Driven Reporting  Real-time Presence of; 1.Demand 2.Staff  Centralized Work List  Workgroup Routing  Task Value Prioritization  Informed Planning & Scheduling  Reliable Reporting Metrics Time Benefit Silo Operation Presence & Visibility Consolidating Performing Optimized  Full Virtualization (Enterprise Service Delivery Platform)  Blended Realtime and Non-realtime Interactions  Pay for Performance Outcomes (Outsourcer or Internal KPI)  Leverage Spare Capacity (Blended Workgroups)  Multi-skilling; Cross-training of Staff  Differential Service; Prioritization  Schedule Adherance  KPI Alignment  Partial Virtualization (Shared Services Model)  Skill Competency Routing  Automated Optimization  Enterprise Segmentation Alignment  Work and Schedule Adherence ? ?

22. All Rights Reserved © Alcatel-Lucent 2010 22 | Presentation Title | 2010 Our Approach - iWD Rapid Business Assessment Genesys Business Consulting has developed a specific service offering called the iWD Rapid Business Assessment (RBA).

23. All Rights Reserved © Alcatel-Lucent 2010 23 | Presentation Title | 2010 Evaluation of this session A

24. All Rights Reserved © Alcatel-Lucent 2010 24 | Presentation Title | 2010 Evaluation of this session  Please take 2 minutes to fill out the evaluation form, distributed to you by the speaker  Please fill out as title of this presentation: « iWD »  Submit the form when leaving the room or put it in one of the boxes that you find everywhere in the venue THANK YOU

25. All Rights Reserved © Alcatel-Lucent 2010 25 | Presentation Title | 2010 Service Delivery Optimisation Performance Be efficient in getting work done, and effective in choosing the right work Performance Be efficient in getting work done, and effective in choosing the right work Quality Ensure work completed is done so according to customer and company expectations Quality Ensure work completed is done so according to customer and company expectations Transparency Be accountable for achieving shared goals and objectives at individual and team level Transparency Be accountable for achieving shared goals and objectives at individual and team level Customer Centricity Service Objective Focus Increased Visibility