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Product Sales Training Genesys Sales Academy

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1 Product Sales Training Genesys Sales Academy
Olav Wilke Genesys Sales Academy - EMEA

2 Agenda day 1 - afternoon 13.00 Welcome & Introduction
13.30 An Introduction to Genesys Interaction Management Who is Genesys ? The value of Interaction Management Summary of Genesys Solutions Genesys market position 14.45 Break 15.00 The Customer Interaction Management Platform (CIM Platform) CIM Platform Interaction Routing 16.15 Demonstration Time - CIM Platform & Inbound Voice 16.45 End of day 1

3 Agenda day 2 9:30 Genesys IP Contact Center
10.45 Demonstration Time – IP Contact Center 11.00 Break 11.15 Genesys Voice Platform 12.15 Demonstration Time – Genesys Voice Platform 12.30 Lunch 13.30 Genesys Multimedia Solutions & Internet Interactions Open Media 14.15 Integration Products Genesys Agent & Supervisor Desktop G-Plus CRM Integration 15.00 Break 15.15 Demonstration Time - , Agent & Supervisor Desktop 16.15 Exercise: Business Value Proposition – introduction End of Day 2

4 Agenda day 3 9.30 How Genesys Works – High level architecture
10.30 Genesys University Overview 11.00 Break 11.15 Genesys Outbound Voice & Scripting 11.45 Genesys Workforce Management 12.15 Genesys Infomart 12.30 Lunch 13.30 Exercise: Business Value Proposition - review 14.00 The Genesys 7 Pricing Model 14.15 How to qualify a Genesys Opportunity 14.30 Break 14.45 Genesys Competiton 15.30 Useful resources from Genesys 15.45 Recap Geneys Product Training End of Day 3

5 Who is Genesys?

6 Welcome to Genesys Founded 1990, SF USA
Today 45 offices WW Today 1100 empl WW Leading Contact Center solutions provider for improving Contact Center Operation 100% applications focus 3000+ customers Subsidiary of Alcatel, 2000 At Genesys, we deliver software for call centers that is designed to eliminate customer frustration and create great customer service experiences. Genesys is 100% focused on software for call centers and with that focus comes our philosophy. With Genesys, better interactions create better business. And better interactions also create strong reputations and better brand, giving companies and unfair competitive advantage. Let me show you what we mean by this.

7 World Class Customers Healthcare Travel Utilities Retail
Blue Cross Blue Shield Kaiser GlaxoSmithKline Medco Healhcare WellPoint Air Canada Lufthansa Travelocity United Airlines NiSource Oklahoma Gas & Electric PWN Tampa Electric Company TXU 1-800-FLOWERS.COM Columbia House Hollywood Video Home Shopping Network Sears Manufacturing Telecom Financial Services Government BMW Ford General Electric Hyundai MG Rover Group PepsiAmericas Pirelli AT&T Wireless British Telecom Deutsche Telecom Qwest Telstra Verizon Vodafone ABN AMRO Bank of America Barclays Korea First Bank Merrill Lynch Swiss Life Visa General Services Administration National Park Service New York City 311 US Department of Justice US Mint States of AZ, CO, FL, KS, MI, OR, TX, VA, WA, WS

8 The Value of Interaction Management

9 Improve Customer Service

10 Value of Interaction Management
FINDINGS OF A GLOBAL SURVEY 76% of consumers will use a company’s product or service again based on a positive call center experience. 85% stated they would stop doing business with a company based on a poor call center experience. Notes: A global survey of consumers around the world. Demonstrates how important the customer experience is in getting and keeping customers Frustrated customers leave… taking Loyalty, Revenue, and Market Share with them. OTHER STATISTICS from the survey: Genesys Global Consumer Survey, June 2003 56% stated good customer service has the greatest impact on customer loyalty 80% stated call centers representatives have significant or major influence their opinion of a company Impact on Customer loyalty: 85% stated they would stop doing business with a company based on a poor call center experience 56% stated they have stopped doing business with a company based on a poor call center experience

11 Ingredients of Good Service
Fast answers First call resolution Personalized service Live support and self help Multi channel SC Fast answers: 30 – 60 seconds 1st call: longer handling time is ok, as long as the answer is there, no repetition of information, etc. Personalized: example … Live support and self help: example …

12 Reduce Operational Costs
©2003 Genesys Telecommunications Laboratories, Inc.

13 The Contact Center budget
The main cost within a contact center’s budget is the agent Representing 60% of the overall budget Average cost of a Full Time Equivalent (FTE): EUR (Benelux) Cost of agents in a 100 seat contact center: EUR Yearly Operational Contact Center Budget 60%-70% 15%-25% 10%-15% 5%-10% Hiring Firing Salary Training

14 A Genesys Business Case …
Let’s assume we increase productivity with 10% -> this represents EUR per FTE per year CTI screen-pop only already provides 10% increase in productivity !! You can buy a lot more Genesys for EUR !! Our customers confirm that Genesys improves productivity around 20% - 40%, representing savings of EUR EUR per FTE per year … Operational Contact Center Budget 60%-70% 15%-25% 10%-15% 5%-10% Hiring Firing Salary Training

15 Balance Customer Value With Cost of Service
The answer is surprisingly simple: Good Service! ©2003 Genesys Telecommunications Laboratories, Inc.

16 Matching Service to Value
Top 20% customers = 80% revenues & 100% profits 20% 5% to 30% of customers have potential for growth Who is going which direction? Cost of acquiring a customer = 6x cost of up-selling How do you deliver profitable service? Bottom 10%

17 Profitability & Segmentation Enterprise Value
Revenue/ Customer Value Service Level Profit Potential Customers

18 Profitability & Segmentation Enterprise Value
Established Service Level Revenue/ Customer Value Service Level Profit Potential Customers

19 Profitability & Segmentation Enterprise Value
Established Service Level Revenue/ Customer Value Service Level Profit Potential Excessive Cost Customers

20 Profitability & Segmentation Enterprise Value
Revenue/ Customer Value Service Level Excessive Cost Customers Profit Potential Established Service Level At Risk Revenue

21 Profitability & Segmentation Enterprise Value
Tiered Service Levels Revenue/ Customer Value Service Level Customers Platinum Gold Bronze “Segmentation is the key to personalizing customer interactions and getting back loyalty in return.” Peppers and Rogers

22 Who is visiting your shop...

23 Nordea Background Formed by Finland’s Merita Bank and Sweden’s Nordbanken 12 contact centres across Sweden, Finland and Denmark Over 1,000 agents 120,000 inbound and 1,000 outbound calls per day, 1,200 s per day Deploys Genesys CIM Platform, Inbound Voice and solutions

24 Nordea - cont’d ROI 20% decrease in misrouted calls
Occupancy improved from 51% to 61% Able to increase the amount of time spent actually talking to customers by 24%, while only increasing agent numbers by 15% On first day of implementation, took 25% more calls due to better utilization of agents Breakeven period - 7 months!

25 Nordea - cont’d “Since we started using Genesys, we have seen each and every call center handle more calls with the same number of staff as before.” “We made the investment, and now we are seeing the return on our investment. We are able to handle our customers better now. That’s the biggest benefit so far with Genesys. We’ve been able to reduce our costs and of course that is the basis for all sound business.” Martin Karlsson, Vice President, Channel Integration and CTI Nordea – Electronic Banking

26 Summary of Genesys Solutions

27 Genesys Value Proposition
BETTER INTERACTIONS. BETTER BUSINESS. Genesys contact center software empowers enterprises to achieve business objectives by bridging the gap between customer interactions, employees and customer information. Interactions Integration Insight Genesys - Mention our value proposition. We tie the people, interactions, and information together through a software suite. This suite has specific contact center applications for managing interactions, driving integration of people and business processes, and gleaning insight for better business.

28 Genesys helps to… Manage Customer Interactions throughout the enterprise telephone, , documents, Web, SMS, … integrated self- and assisted-service re-active and pro-active interactions Integrate information, customer data, and business applications to optimize business and communication processes to leverage existing hardware, software investments and standards Understand customers and contact center operations to optimize service and reduce operational cost balance customer value with quality/cost of service provide real-time information, analysis, and action Let’s take a closer look at these three areas . . .

29 Moving from disjointed Interactions, People & Information…
CRM ERP Other Data Stores Call - Outbound Outsourcer SMS Agent Supervisor Branch E -mail This picture illustrates the concepts of disjointed interactions. For example, outbound or inbound telephone calls can be sent or received anywhere around the world and typically occur in a disjointed manner. The same can be said for other interactions such as s, text messages from mobile phones, websites, speech self-service systems, documents, and so on. Similarly if you look at human resources – people – these resources can be disjointed in handling interactions. People can respond to interactions in the call center as a contact center agent, as a supervisor, as an offsite specialist/expert who is not part of the contact center (like a tax expert), and people can even be not only out of the country but even outside your enterprise as an outsourced resource. Finally, Information resides throughout the enterprise about your customers – information that is not leveraged to provide interactions. This includes CRM systems, ERP systems, or other data stores, databases or data warehouses. Calls - Inbound Web Speech Specialist

30 … to software that ties everything together
Interactions Other Data Stores Call - Outbound Outsourcer SMS Agent Supervisor People Branch ERP E -mail To reach the business imperatives discussed a moment ago what is needed is software that ties everything together . . . Information Calls - Inbound Web Speech Specialist CRM

31 Interaction Management today...
Enterprise Interaction Management Contact Center 1st click makes Contact Center appear 2nd click makes Enterprise Interaction Management appear Need 2 extra clicks to move to next slide and stop animation Branches Mid offices Outsourcing Agents Self Service Marketing Service Experts

32 Genesys Enterprise Interaction Management
Business Process Routing Customer Interaction Management 1st click makes Customer Interaction Management & Business Process Routing appear 2nd click shows all departments tied together Branches Mid offices Outsourcing Agents Self Service Marketing Service Experts

33 Genesys Solutions Overview
Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

34 CIM Platform Customer Interaction Products Integration Products
KEY ELEMENTS Optimized distribution of all customer interactions Optimized workflow of non real-time interactions Consolidated Real time / & Historical reporting Centralized Functional & Technical application maintenance Single point of integration to PBX, IVR, OS, DBMS, etc. Provides Multi-site & Redundant deployment Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

35 Customer Interaction Products
KEY ELEMENTS Provide tools to handle media interactions… …either with or without agent intervention Easy addition of ‘customer defined’ interactions Take advantage of consolidated routing and reporting features of the CIM Platform Interaction products can be selected based on contact center needs Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

36 Integration Products Customer Interaction Products
KEY ELEMENTS Out-of-the-box Desktop applications for Front & Back Office employees Out-of-the-box integration with Business Management Solutions (Siebel, SAP, Peoplesoft and Microsoft) Rich set of interfaces to integrate with e.g. custom CRM / desktop applications custom Reporting / Wallboard applications Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

37 Insight Products Customer Interaction Products Integration Products
KEY ELEMENTS Accurate workload forecasting for all customer interactions Optimized scheduling of agents Optimized control on agent Exercise and productivity Information mart that provides consolidated data for in depth analytics Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

38 Genesys Customer Services
Just like you do, Genesys takes its customer service very seriously. Our offering of business consulting services prior to implementation, professional services to deliver the implementation, training to ensure your people are educated, and technical support to address any issues that may arise. Genesys ensures your success across the planning, implementation, operation and evolution of your call center. ©2003 Genesys Telecommunications Laboratories, Inc.

39 Genesys Market Position

40 Leader in Multi-Channel Interaction Management

41 Proven with Industry Leaders
The #1 market leader in each of 25 different industries uses Genesys. 10 of 10 Top telecommunications companies use Genesys Top 2 Top automakers use Genesys 3 of 5 Top airlines use Genesys Fortune 1000 3 of 5 Top banks use Genesys 3 of 5 Top computer companies use Genesys 3 of 5 Top utilities companies use Genesys 4 of 5 Top healthcare companies use Genesys 5 of 10 Top securities companies use Genesys 5 of 10 Top insurance companies use Genesys

42 Genesys Market Position
Top position in Gartners Magic Quadrant for Contact Center Infrastructure !

43 Genesys Market Position
Top position in Gartners Magic Quadrant for IVR solutions !

44 FOCUS !! Why Market Leader ? Best in Breed Contact Center Solutions
Provide both Enterprise & MidMarket solutions Leverage existing investment (infrastructure) Provide standardized integration Worldwide Partnerships & Support FOCUS !! ©2003 Genesys Telecommunications Laboratories, Inc.

45 Break

46 Agenda day 1 - afternoon 13.00 Welcome & Introduction
13.30 An Introduction to Genesys Interaction Management Who is Genesys ? The value of Interaction Management Summary of Genesys Solutions Genesys market position 14.45 Break 15.00 The Customer Interaction Management Platform (CIM Platform) CIM Platform Interaction Routing 16.15 Demonstration Time - CIM Platform & Inbound Voice 16.45 End of day 1

47 The Customer Interaction Management Platform

48 Customer Interaction Management
Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

49 CIM Platform Customer Interaction Products Integration Products
KEY ELEMENTS Optimized distribution of all customer interactions Optimized workflow of non real-time interactions Consolidated Real time / & Historical reporting Centralized Functional & Technical application maintenance Single point of integration to PBX, IVR, OS, DBMS, etc. Provides Multi-site & Redundant deployment Customer Interaction Products Inbound Voice Outbound Voice Self-Service Web Chat Open Media Customer Interaction Management Platform Agent Desktop Expert Contact G plus Adapters SDK Workforce Management Supervisor Desktop Infomart Integration Products Insight Products

50 The Genesys CIM Platform
Network Voice Inbound Open Media Web Media (chat) Outbound Preview Media Interactions Interaction Management (Routing Real-Time & Non-Real-Time Interactions) CIM Platform Reporting Framework

51 Framework: Configuration Services
Centralized Configuration Enterprise-wide repository of contact center configuration Share configuration information across all Genesys solutions Single point of entry Consistent information sharing Changes are effective immediately

52 Framework: Management Services
Solution operation & maintenance Centralized Application Startup Application Monitoring Config & Management Audit Trail Application Logging Customizable Alarm Signaling Automatic Fault Management

53 Framework: Integration Services
                                      

54 Reporting Services

55 Reporting ccPulse+ Real Time Contact Center Statistics
Supervisor or Agent desktop display Real-time and historic ccAnalyzer – Historical Contact Center Statistics Data mart with Brio reporting system Web access Schedule and reports Unique Selling Points Consolidated (!) and Consistent (!) information for All Interactions (!) Ability to report on Business Result versus ‘Call Statistics’ e.g. ‘revenue per call’ versus ‘call duration’

56 CC Pulse+ Real Time Operational Reporting
Contact Center Statistics ánd Business Statistics Consistent for All Media Inbound & Outbound Trigger alarms and alerts Easy creation of templates and customized statistics View on Historical Statistics

57 CC Analyzer Historical Operational Reporting
Report on Contact Center Statistics ánd Business Statistics Consistent for All Media Inbound & Outbound Canned Reports provided per Solution Easy creation of Customized Reports Flexible Distribution of Reports (print, web, ) Open Statistics Datamart Uses Brio Enterprise

58 Interaction Routing

59 Top Customer Expectations
Give me access … choice …be responsive Know who I am and my value as a customer Don’t make me repeat information/go over account history again Don’t transfer me around Don’t give me inaccurate or inconsistent information Tell me what to expect Meet your commitments Keep your promises Do it right the first time Follow up Talking Points: On Access and Responsiveness Customers Want Multiple channels of access (telephone, , Internet, etc.) 24x7 operations One-stop shopping Appropriate service level and response time standards Easy to use IVR and Web-based self service capabilities The ability to reach an agent when needed Definitions of responsiveness and promptness are also evolving. Consider response times, which have seen significant upward revisions in the last 18 to 24 months - from several days to within hours in many organizations. In fact, some organizations are staffing for contacts like phone calls and handling them as they arrive. Source: Vanguard Communications

60 Pain: The Value of Who’s Calling?”
Can’t find my account? I’ve only been a customer for the last 13 years! And I just spent $900 with you on the millennium freezer last week! I’m sorry sir. Can you give me your ID number again? I’ll see if I can find your information. Calling is in parenthesis because we could say, don’t know who’s ing, chatting etc., depending on the transition to multimedia.

61 Solution: Data-Driven Routing
Interactions routed based on database information such as: Customer name Language Account level such as gold, silver, bronze ID of last agent handled the customer Status: good standing, overdue, trouble ticket, high risk Supports relational database management systems Further Talking Points: Also referred to as data driven or data directed routing… Simply put, using customer information to direct where calls should go. Leveraging customer data in order to make intelligent routing decisions is central to universal queue/routing concept…. URS can also access data from mainframe and nonrelational databases by using the Customer Server application.

62 Database-Driven Routing
Database Wizard Look up customer’s profile Create business rules for cross selling that align with inbound campaigns Talking Points: So instead of: This gold club customer having to wait and give his contact info again the agent not knowing this history of this Gold Club member or that he bought a very high ticket item just last week They greet him within 20 seconds, ask him how his fridge is, and answer his questions, he’s happy and Amenable to being up sold regarding an extended warranty service (more revenue, happy customer) The contact center is strategic, customers are happy Send to agent whose skills are not just service provider but a “service consultant” who can offer new services such as extended service warranties on millennium

63 Attached Data Attached data is extra information associated with an interaction such as: Account number Customer name Preferred language Provides screen pop info to agent desktop Ability to transfer customer data with a call Business data for routing decisions You can take out a moment here to talk about the benefits of attached data if you like at this point in the presentation. Talking Points: What helps facilitate the previous customer experience is not only that the customer could be identified and routed according based on database driven information, but that this information could be attached and sent along with the interaction at the agent’s finger tips when answering the interaction. (this function is part of Framework capability facilitating Computer/Telephone Integration) CTI – integration of the telephone system with the data environment – agent desktop, databases, business applications CTI – leverages customer centric data info and to route calls Where does attached data come from? IVR Strategy can attach data Agent can attach data at the agent desktop Attached data is via key value pairs Key: Account Value: Key: Name Value: Ms. Bozeman Key: Language Value: Russian Key: Balance Value: 5,993.32 Screen pop is the simultaneous delivery of voice call and data screen to the desktop. Can be accomplished via direct call delivery, transfer or conference in both single and multi-site environments

64 Pain: No Way to Segment Customers & Differentiate Service
What am I? Chopped liver? Please hold for the next available customer service representative. All agents are currently busy helping customers.” IVR Recording More like caviar …Aunt Clara’s current holdings with this FS company exceeds $1.2 MILLION Talking Points: Customer Segmentation: Treating differently … who waits … for how long … sent to what agent skill set … based on data about customer. Research indicates that 10% of customers bring in 95% of profits at banks for example. You want to keep this 10% segment very happy while identifying the next “most growable” segment and work to get them into more profitable segments.

65 Solution: Service Level Routing
Clara would never go to IVR as top 10% client; she’s handled by her own consultant or the best skilled Platinum Agent available within 20 seconds Service Level Routing The Enterprise Routing solution can route interactions based on a specified service level for different service types or customer segments, enabling routing strategies to be aligned with contact center performance metrics. The solution automatically adjusts the size of the assigned agent group according to agent skill levels in order to meet service level goals and real-time contact center traffic. Service Level are specified as 80% 20sec: Skills required for answering calls are defined as: 1) Criticality of the skill 2) Skill level E.g. Critical: High Level of English Preferable: Medium level of Insurance Claims Routing provides segmentation objects for easy strategy development. These objects represent decisions based on certain criteria.

66 Pain: No Way to Personalize Service
“Do I really have to repeat the entire history of this issue yet again? Can’t I just speak to the last agent I spoke with yesterday? Or can’t you just access and review my records?” “Please tell me your account number? And I’m sorry but I will need you tell me from the beginning background information in order to assist you.” Customer Contact Center Agent Agents don’t have an efficient way to deal with customers; inability to provide access to qualified agents robs center of productivity; no way of offering personalized service.”

67 Solution: Last Agent/Relationship Based Routing
Look up last agent handling the call Send call to agent if available Otherwise send call to group of agents with similar skills Child Support Agency Customer Example 2200 agents across 16 sites in Australia Australian government agency responsible for implementing national reforms for child support including registration, collection and enforcement of court orders and court registered agreements Personalization and Customer Segmentation for Effectiveness and Efficiency Who gets the call is determined by the internal record of the client’s case status, thus CSA focuses on using case records housed in a homegrown CRM system called X for customer segmentation and has created business rules for the following: CSA focuses on long-term case management with a dedicated case owner managing all aspects of the case. CSA also provides what they term medium-term issue management with a dedicated issue manager dealing with all current issues and then relinquishing the case into a pool and short-term issue management where the issue can be resolved either during the call or within hours. Team-level, client ownership is also used to manage work when there is no ongoing issue/case management. In many cases, clients are moved to a case or issue management as a result of CSA business analysis of their case. CHILD SUPPORT AGENCY OF AUSTRALIA: This customer segments traffic in such a way to allow them to implement practices such agent issue ownership – music to a customer’s ears – in that who ever handles that call, they own the consequences of that call, however long it takes to resolve the issues. This practice is achieved by marking client records to indicate agent ownership which can last for several months in some instances and the client owner is responsible for any case issues during this period, not just those which prompted the call. Where a long-term case owner is needed, the client may well be handed over to a new owner, but in most cases, clients with have continuity with that initial agent until issues are resolved. Able to grow case growth while not growing call growth = Efficiency Offers Holistic approach to client management

68 Last Agent/Relationship-based
Customers routed to specific agent such as last agent who helped or personal agent for high value customers Improves agent efficiency and customer satisfaction Allows enterprises to better understand agent customer needs Agent efficiency is improved because they have information about the customer, have an ongoing dialogue/relationship with them and can handle the customer’s request efficiently and in most cases provide a “one and done or first call resolution experience.” Customer Example Utilizing Last Agent/Relationship-based routing: Child Support Agency in Australia 2200 centers across 16 sites in Australia Last Agent/Relationship-Based Routing The Enterprise Routing solution can deliver interactions to a specific agent such as the last agent who helped the customer or the personal agent of the customer. Routing customers to specific agents based on the agent-customer relationship not only improves agent efficiency and customer satisfaction, but also allows enterprises to better understand their customers’ needs.

69 Pain: Inconsistent Service Across Channels
Customer: “How come it takes two days for you to answer ? I’d contact you via the web more often if I got the same kind of service. Sometimes I wonder if you are the same company?” Contact Center: Different groups handle different channels Requires separate routing strategies, business rules No way to provide consistent customer service, sales or marketing or best utilize agent resources. Customer: “How come it takes two days for you to answer ? I’d contact you via the web more often if I got the same kind of service. Sometimes I wonder if you are the same company?” Contact Center: Different groups handle different channels Requires separate routing strategies, business rules No way to provide consistent customer service, sales or marketing or best utilize agent resources. Customer: “How come it takes two days for you to answer ? I’d contact you via the web more often if I got the same kind of service. Sometimes I wonder if you are the same company?” Contact Center: Different groups handle different channels Requires separate routing strategies, business rules No way to provide consistent customer service, sales or marketing or best utilize agent resources. Talking Points: In response to the proliferation of , many companies have set up or web service for customers, however customer experience has been poor to no response.

70 Solution: Multimedia Routing
One strategy for all media types. Enables consistent application of business rules for customers across all touch points. Key Point to Emphasize: Consistent application of business rules means consistent service delivery regardless of channel. And integration with CRM Multimedia routing – enables the blended contact center Routing strategies can control automatic receipts and replies according to analysis rules, which are trained to respond specifically to your customer base. Multimedia Routing With the Genesys solution, companies have the ability to manage an integrated contact center with both voice and Internet-based interactions. The solution seamlessly integrates voice, , and Web channels; chat, VoIP, Web call-back, and Web collaboration to create a central, Internet-ready contact center. Same group of agents can handle , chat, voice, web call back…. Concurrent sessions of different medias e.g 2 chat, 1

71 Pain: Underutilized Agents & Constrained IT/Telco Resources
Telco Tom: Whatever …. If I could just find a way to administer this stuff in one place and could see real-time traffic across all sites and make changes dynamically Marilyn the Manager: Our Spanish speaking agents in our San Antonio site are underutilized. Business Bob: We could do follow-the-sun routing, San Antonio could handle Spanish speaking Gold customers from Florida … my service issues go away!

72 Solution: Multisite Routing
Routing across a virtual contact center Multiple sites and all available agent resources serve as one virtual contact center Interactions routed according to business criteria/best available, regardless of location Reduced admin expenses Increases workforce flexibility Talking Points: Routing Across a Virtual Contact Center The solution enables companies to treat their multiple contact center sites and all available agent resources as one virtual contact center, which reduces administrative expenses and increases workforce flexibility. Interactions are routed according to a company’s business criteria to the agent best qualified to handle the customer, regardless of location. Routing from the Carrier Network For those businesses wishing to implement routing strategies directly from the carrier network, the Enterprise Routing solution can be seamlessly integrated with the Genesys Network Routing solution. Customer Examples: …need single infrastructure….treat multiple sties as one virtual call center for administration, call handling, and staff management…. ….offer modular addition…. ….Axtel ….dynamic changes to strategy…..not static percentage distribution only update every 15 mins…… …...HSN Maximize resource utilization Treat multiple sites as one virtual call center for administration, call handling, and staff management. Maximize routing precision, lower transfer rate and dropped call Real-time traffic visibility any sites, any skills and individual agent helps to determine shortest queue length and wait time Dynamic changes to routing strategy instantaneously affect all sites

73 Virtual Contact Center Routing
Treat multiple sites as one virtual call center for administration, call handling, and staff management Dynamic changes to strategy instantaneously affect all sites Real-time visibility of all sites

74 More Pain … Developing and managing complex routing strategies is too complex and resource intensive Penalizing customers with longer total call times because of transfer/collaboration needs inherent in a particular business No way to balance out understaffed and overstaffed virtual queues Over servicing one customer segment and under servicing other segments Reporting data is too cost-center centric rather than profit-center centric, no way of knowing how I’m really servicing various customer segments

75 Solution: Business Priority Routing What Is It?
New routing algorithm Automatically balances overall service objectives Avoids over servicing one segment at the risk of under servicing others Greatly improves the chance that all interactions are handled within their assigned service levels objectives A set of capabilities to achieve the best service level by prioritizing and selecting the interaction with the greatest risk to the service objective set for a particular customer segment Simplify strategy writing and planning Customers not penalized by longer wait times because of transfer/collaboration needs Eliminate worse wait time up front by considering “what-if” scenarios Auto prioritize interactions to avoid over servicing premier customers while under servicing others

76 Business Priority Routing How does it work?
The Matrix selects interaction of highest risk in a two dimensional manner: Within VQ always select interaction with highest priority within same priority according to the age of interaction Across multiple VQs select interaction according to one of the configurable criteria Highest assigned priority number Longest relative wait time such as wait time in queue, age of interaction, what-if wait time* Greatest Service objective risk factor** DSL queue 1 Residential service queue Toll free service queue 2 1 2 * What-if wait time is the time interaction might potentially need to wait further if this routing opportunity is missed ** Service objective risk factor is a weighted value of relative wait time to service objective of the interaction

77 Age of Interaction Routing
Interaction is inserted into queue based on its age* Interaction has been transferred around many queues/departments still maintain its relative queue position Avoid start waiting from the bottom all over again Phone order queue 10:20 AM: Transfer to billing department for credit approval 10:10 AM: Call to order vacation package 3 1 Interaction is inserted into queue according to its age 4 10:18 AM: Call to inquire invoice/billing details Age of interaction works best for voice interaction since its age is based on timestamp at the time the interaction enter a route point. For in ICS, every time when the is pushed back to backend queue in MSTserver the original timestamp will be lost. The timestamp is “re-issued” by the strategy (via function SetInteractionAge) when the same re-enter the route point. As a result, the true age of the is not preserved. Billing queue 2 * Age of interaction is the time accumulated since interaction was known. Age of interaction currently works best for voice interaction. See notes section for detail.

78 What-if Wait Time Routing
Interaction is selected by evaluating a “what-if” scenario i.e. how much longer the wait would be if this routing opportunity is missed Interaction with the longest what-if* wait time is routed first Balancing routing priority in overstaffed and understaffed queue Toll free service queue Toll free service Group with 30 agents Predicted wait time=1 min What-if wait time = 5+1=6 min Overstaffed queue 10:12AM: Call to order new toll free service 1 Wait 5 min 10:17 AM: Shared Agent available 3 Residential service queue Residential service Group with 5 agents *What-if wait time is the time interaction might potentially need to wait further if this routing opportunity is missed (current wait time plus the additional **predicted wait time if another competing interaction is routed instead) **Predicted wait time is the average speed of distribution. Calculated as: Predicted wait time = ExspectedWaitTime/#of interactions in queue. ExspectedWaitTime provides an estimate for the waiting time of the last call that has come to a queue (see StatServer User Guide for details). Understaffed queue 10:15 AM: Call to order new residential phone line 2 Routing favors the worst what-if wait time 4 Wait 2 min Predicted wait time=6 min What-if wait time = 2+6 = 8 min

79 Service Objective Routing
Select interaction with the highest risk of missing its service objective Interactions with different service objective from different customer segment have a fair chance of being addressed within acceptable Service Objective DSL queue Service objective = 12 hours Risk factor in service objective=3/12=0.25 9:15:00 AM: to order DSL for small business 1 DSL service Group Wait 3 hours 3 12:15:00 AM: Agent available Residential service queue Residential service Group 12:14:50 AM: Call to order new residential phone line 2 Wait 10 sec Route based on highest risk in service objective 4 Service objective = 20 sec Risk factor in service objective=10/20=0.5

80 Benefits of Tuning Factors
Factor/Condition Best For? Age of Interaction (7.0) Time-stamps interactions Contact centers with a high number of interactions requiring transfer or collaboration due to business process needs. What-if Wait Time (7.0) What if scenarios Contact centers with unevenly staffed (understaffed & overstaffed) queues. Service Objective Risk Factor (7.0) Automates prioritization Contact centers that segment customers & have different types of service objectives. Automates prioritization of customer servicing Priority (existing in 6.5) Prioritize by giving value Existing feature used to segment customers; for 7.0; needed/used only when necessary for overriding purposes

81 Genesys Routing Unique Selling Points
Routing of interactions of all media, among multiple sites, for both inbound and outbound interactions Optimized routing based on Customer profile Optimized routing based on Agent profile Optimized routing based on Service Objectives Optimized routing based on Business Priority Age of interaction What-if wait time Service objective risk factor Easy creation and maintenance of routing rules Control on routing by contact center management So what is Business Priority Routing Set of Capabilities That Enable a Contact Center To Achieve Higher Service Level Really Allows An Organization to Take Skills-Based Routing to the next level To oversimplify --- Router can now take in consideration many more variables in order to make the best routing decision based on customer needs and available resources Highest routing priority is determined based on looking at interactions with the greatest risk to their particular service level based on how they are segmented, I.e. gold, silver, etc.

82 Genesys Universal Routing Routing Management Tools
Ability to monitor interactions in real-time as interactions traverse the branches Single step testing Attached data reflects logic variables

83 Case Study: Company Overview (Quelle AG)
One of largest European mail-order enterprices Over 110 subsidiaries in 13 countries Part of Karstadt Quelle Issues over 27 Million catalogues per season Sales Channels: Mail Order (mail/fax), Contact Center, IVR, Internet, CD ROM, Interactive TV Contact Center (historical) 75 call centers spread accrosss Germany 2000 agents answering over 30 Million calls per year Objectives Redefinition of business processes Reduction of numbers of dispersed call centers Improvement of customer service quality Improvement of accessibility More market presence via new communication media

84 Case Study: Solutions Siemens Hicom’s with Flextrouting and CSTA
Genesys CIM Platform Genesys Inbound Voice & Network Voice Genesys and Outbound Voice CTI integration with existing Quelle business application

85 Case Study: 1st Phase Reduction to 7x ‘Power Centers’ in Germany, 1x 24h center in Denmark and 1x 2nd line center Reduction to 1650 agents handling the same amount of 30 Million calls per Year (17,5% reduction) Efficiency improvement due to: Caller & Topic identification and screen-pop Call&screen transfer Skills Based Routing 2nd Phase Integration with Public Network to create true Virtual Contact Center Integration of Workflow Management and Reporting Integration of Interactive Voice Response Use of response and Outbound Campaing management

86 Optimized Distribution of Contacts 15%-35% Efficiency Improvement

87 CIM Platform Reporting Interaction Routing
Demonstration CIM Platform Reporting Interaction Routing

88 “See You Tomorrow”


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