delivering value through insights genesys product management deep dive into insights and advisor...
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Delivering Value Through InsightsGenesys Product Management Deep Dive into Insights and Advisor
Teddy Rusli, Sue Harkreader, and Craig CovingtonG-Force Seattle
3 3 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Drama
THE COMPANY has a renewed focus on increasing revenue during sales interactions while maintaining differentiated customer service for each customer segment. But like all good plans…. Lets’ see how our intrepid trio Save the World from Bad Customer Service using Genesys Performance Management.
CC Manager Analyst Boss-man
4 4 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
5 5 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Saving the World from Bad Customer Service with Genesys Performance Management
GPM brings information together, provides relevant answers, and empowers users to act.
Insights provides strategic and detailed answers to historical performance
Advisor provides real-time visibility and management of complex operations
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
7 7 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Brings Data Together
• Across multiple contact centers and lines of business.
• Across voice, email and chat.
• In 8.1.1, Frontline Advisor added• Hierarchy stored in Configuration Server for centralized administration
• Additional time profiles for a broad spectrum of intraday views
• Coming in 2012: •Role Based Access across Advisor suite.
• Load balancing across multiple Stat Servers.
8 8 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Provides Useful Answers
• Root cause analysis.
• Recent trends. In 8.1.1 added:• Option to show 2 metrics in a chart to look for relationships.
• Upper and lower bound options for thresholds.
• Correlation with workforce management plans.
• Coming: Consolidation of Workforce Advisor with Contact Center Advisor.
9 9 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Empowers Users to Act
• Re-skill (or logoff) agents.
• Record actions to learn from past choices.
• Take answers with you with Mobile Edition. Now supports:
• iPhone, Blackberry, Android, iPad devices
• Most of what Contact Center Advisor delivers…in your hands
• Coming in 2012: logging of administrative changes (what and who).
10 10 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Interactive Insights – Bring Data Together
Comprehensive Reporting and Analytics - All Media Types Voice Chat Email SMS Social Media 3rd Party Media
Unified and Normalized Metrics
Coming Next:
Bring WFM (workforce management) data so that you can easily compare scheduled and actual
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Interactive Insights - Useful with Business Context 4 Out-Of-The-Box
Dimensions2 Out-Of-The-Box
Measures
10 Tenant (Contact Center) Dimensions
10 Agent Dimensions
Satisfaction #Revenue #CustomerSegment
ServiceType
ServiceSub-Type
BusinessResult
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
UserDefined
AgentClass
Agent Skill #1 Etc Etc EtcCustomer
StateBusiness
UnitProduct
LineSpecificProduct
Demo-graphic
BusinessUnit
ProductLine
SpecificProduct
Demo-graphic
CustomerState
AreaCode
AdChannel Etc Etc Etc
Interaction
What else? CustomerID
InteractionID
Time Stamp
To (DNS)
AgentTeam
Agent NameFrom Etc
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Interactive Insights – Empower Users
Ad-hoc analyticsAutomated report distributionRole based security
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Coming Next:• Richer Visualization: dashboard• Access to all devices: mobile,
tablet
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Stat Server II – Refresh of Stat Server architecture with 3 main goals
Consistency across Time
• Internal consistency improvements with ICON via shared logic and metric definitions
• Option to wait for delayed events
Consistency across Applications
• Media agnostic• Measure applications
directly (not java extensions) which gives full power of Stat Server to all applications
Scale, including high availability
• Distributed and take advantage of multi-core processor environments.
Stat Server II 8.1 is now Restricted Availability, focused on the consistency goals.
• eServices/iWD only, Microsoft only, ideally < 1000 agents, CCPulse+.• Runs side by side with Stat Server so no risk to routing or other clients.
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Today Tomorrow
Reporting , ad-hoc analytics, and real-time displays
Interactive dashboards, business-centric visualizations, & advanced analytics
Comprehensive multi-channel coverage Cross-channel optimization
Business-centric understanding of front and back office events
Proactive supervision of the customer experience across departments
Real-time answers on smart-phones All answers anywhere: desks, smart-phones, and tablets
Genesys Performance Management Future
ConceptConcept
& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!
Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.
Customer feedback surveys will be sent to you online later…
Follow ME @Convo_Craig, @SueHarkreader, @t_with_r