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”