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iWDPartnerPlaybook
Welcome to the iWD Partner Playbook, full of information and tools you need to increase your sales of the profitable Genesys intelligent Workload Distribution solution.
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The OppOrTuniTy
•TheBusinessProblem•MarketOpportunity•TargetAudience
The SoluTion•Overview•ValueProposition•ProductDetails•Features/Advantages•TechnicalSpecifications•CompetitiveInformation•DifferentiatingtheValue
of iWD• iWDResults•SolutionResources
The Sale•Prospecting:KeyPainPoints/HowiWDcanHelp
•LeadGeneration•TheSalesProcess•PricingandDelivery•SalesResources
implemenTaTion• Implementationwith ProfessionalServices
• ImplementationResources
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iWDPartner Playbook
iWDPartnerPlaybook
INDEX | NEXT
The Business Problem
TheOppOrTuniTy
The Back-Office prOBlemMostcustomerserviceworkersareoutsidethecontactcenter.Foreveryagenttherearethreeback-officeworkersfulfillingservicerequests.But,arecentpollshowsthatbackofficeworkersareunproductive17minutesofeveryhour.Withsalaryconsuming70%ofoperatingexpenses,youneedtogetmorefromthesehighlypaidexperts.
Service Delivery iSSueShuman latency
•Employeessetthepace,managingworkpriorities•Exceptionsmustbemanagedquickly
lack of Business agility•Short-termprocesssolutionsbecomepermanent•Can’trespondtoopportunities/threats•Nocoordinationacrossdepartments/brands
limited insights•Limitedresourceandworkloadinsight preventsimprovement
•“Self-reported”accuracyandobjectivity
customer frustration/loss•Unmetexpectations•Repeatedstatusupdatecontacts
©2012 Genesys Telecommunications Laboratories, inc. All rights reserved.
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iWDPartnerPlaybook
Tip: Over70%ofiWDopportunitiesare
greaterthan500seats.
iWDisalreadyinusebynearly70customersworldwide.Itis difficult to calculate the possible market, but the fact that therearethreeback-officeworkersforeveryfront-officeworkermakethisasizableopportunity.
existing customers. Everyday,Genesysmanagestwomillioncontactcenteragents,whoaresupportedbysixmillionback-officeworkers.EachoftheseseatsrepresentsanopportunityforiWDtomanageworkitems,after-callworkand other tasks.
new customers. Non-Genesyscustomersrepresentasignificant opportunity to penetrate accounts that are leveraginganothercontactcenterinfrastructuresolution.
Market Opportunity
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TheOppOrTuniTy
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iWDPartnerPlaybook
Back Office. TypicallymanagedbyworkfloworBusinessProcessManagementSystems(BPM).Alargerseatopportunitythanfrontoffice, withlongersalescycles.
front-Office contact center. Needtodoofflineworkduringnon-peaktimes,whichisnotvisibletoschedulingsolutions.Genesysisa knownentity.
markets.
• Insurance,Banking/FinancialServices,Communications,Government•Ordermanagementandfulfillmentsystems,orderentry,billing, provisioning,exceptionhandling
•Customerservicereturns,refunds,customerretention,customer satisfaction, complaints
•Technicalsupporttroubleticket,workforceoptimization,fieldservice•Companieswith200+back-officeworkers•High-volumeprocessingoftasksfrommultiplesystems•OwnersofstandardCRMapplications•Accounting,IT,HumanResources
people. Headsofcustomercare,headsofoperations,customerservicepersonnelandlineofbusinessownerschallengedtomanagetask backlogs,meetservicelevelagreements,reporttomanagementor reducetimetovalue.
Target Audience
TheOppOrTuniTy
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iWDPartnerPlaybook
Genesys intelligent Workload Distribution (iWD)isabusinessapplicationthatdynamicallyprioritizesthedistributionofworktaskstothepeo-ple best suited to handle them.
BuiltonthepowerfulandprovenGenesysCustomerInteractionManagement(CIM)platform,GenesysiWDprovidesout-of-the-boxfunctionalitydesigned specifically for business users that integrates resources, contact center capabilities, and internal business processes.
Itworksinconcertwithexistingenterprisesoft-wareapplicationssuchasERP,BPMandCRM,aswellashomegrownlegacysystems,tocreatea single,globaltasklistwhichissortedbasedon businessvalue.
GenesysiWDquicklydeliversbusinessbenefitsaswellasshortertimetomarket,lowerprojectrisk,andincreasedleveloffunctionality.
Overview
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The SOLuTiOn
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iWDPartnerPlaybook
Optimizingservicedeliveryrequiresthemosteffective(accomplishes therightthings)andefficient(getsthemostfromemployees)operation. GenesysiWDdeliversthesebenefitsinfivekeyareas:
increase performance across the enterprise. Managetasksfromall channelsandsystemswithsingle,prioritizedtasklist;withdynamic skills-basedrouting,presence-awareiWDproactivelydistributestasksto therightavailableresource.
adhere to internal service level objectives. Managetasksbasedontheirservicelevelandbusinessvalue.
increase visibility into operational performance and compliance. Gainreal-timeandhistoricalinsightintobusinessperformancewithacomprehensivesetofprocessesandtask-basedstatistics.
increase agility throughout the enterprise. RespondtomarketopportunitiesorcompetitivethreatsbyempoweringbusinessuserswiththehighlyconfigurableiWDenvironmenttocollectrelevantinsights,withoutrequiringanITproject.
investment protection. iWDenhancesexistingsystems,withoutreplacementandwithminimaltraining.
Value Proposition
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The SOLuTiOn
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iWDPartnerPlaybook
GenesysiWDenableseffectivemanagementofcustomerservice resourcesandbusinessprocessesacrosstheenterprise.Major functional areas include:
capTure — Capturestasksfromenterpriseworksourcesthroughasetofout-of-the-box‘CaptureAdapters,’includingWebService,XMLfile, and database adapters.
calculaTe —Allowsbusinessuserstodefinepriorities,SLAs,andothertaskattributesthroughanintuitiveinterface.
DiSTriBuTe — WorkswiththeGenesysCIMPlatformtodistributetasks to the resource best suited to handle them, at any location.
manaGe — Enablesteamleaders,managers,andbusinessanalyststoviewdataatvariouslevelsofbusinesscontext,seethestatusofandtakeactiononallworkitemsacrosstheenterprise.
repOrT — Providesvaluablebusinessperformanceinsightswith arichDataMartrepository.ViewdatathroughGenesysCCPulse+,GenesysInteractiveInsightsoracustomer-suppliedbusinessintelligencetool.BusinessuserscanconfigureKPIsandcompareperformanceovertime.
Product Details
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The SOLuTiOn
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iWDPartnerPlaybook Key Features/Advantages
feaTure aDvanTaGe
IntegrationwithexistingBPM,workflow,CRM,andotherthird-partysystems
Out-of-the-boxadaptersandstandardWebinterfacescaptureworkfromexistingenvironments.
Rapidimplementation Tasksaremanagedagainstaflexiblebusinessconfigurationwith organizationalcontext,towhichbusinessuserscaneasilyadd departments or processes.
Improvedefficiency Proactivetaskdistributionandmanagementincreasesresourceutilization.OperationsManagersandTeamLeadscanviewcapturedtasks,hold, resume, cancel, and modify task attributes.
ServiceLevelAgreementadherence Rulesensurethattasksarecompletedaccordingtotheuser-definedSLA,orderingtheglobaltasklistbyimportance,basedonbusinessvalue. Tasksareautomaticallyre-assessedthroughouttheirlife,ensuringthemost important top the list.
Increasedoperationalvisibility Acomprehensivesetoftask-basedstatisticsprovidesreal-timeand historicalinsightintobusinessperformanceanduser-definedkeyperfor-mance indicators.
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The SOLuTiOn
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iWDPartnerPlaybook
Toseethemostrecentandcompletelistofsupportedoperatingsystems,applicationservers,databases,andwebbrowsers,aswellasproductscompatiblewithiWDpleaserefertotheGenesysSupportedOperatingEnvironmentReferenceManualandGenesysInteroperabilityGuide.
finD Them here:GenesysTechnicalSupportWebsite
Technical Specifications
Tip:iWDproductdocumentationisavailableontheproductCDandtheTechnicalSupportWebSite
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The SOLuTiOn
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iWDPartnerPlaybook
Take the Quiz
Competitive Information
See iWD cOmpareD TO Specific cOmpeTiTOrS**LogintoPartnerXchangeExtranetrequired. [email protected].
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GenesysiWDcomplementssystems/applicationsacrosstheenterprise,includingBusinessProcessManagementSuites(BPMS)andWorkflowSystems,CustomerRelationshipManagement(CRM),andhomegrownapplications.But,thesecanalsobecompetitorsorcustomersmaythinktheyalreadyprovideiWDfunctionality.
BPMSautomateback-officeprocesses.ExamplesincludePegasystemsSmartBPMSuite,OracleBPMSuite,SoftwareAGwebMethodsBPMS,IBMBPMS(includesFileNet),LombardiiProcessCRMmanagesandautomatescustomercontactbusinessprocesses.CRMvendorsinclude:SAP,OracleSiebel,MicrosoftDynamicsCRM,Salesforce.com
HomegrownsystemsareBPMSorCRMcreatedbyinternalIT.Typically,custom offerings are costly to deploy and maintain.
key weaknesses of these three systems
•Expensivetobuild/deploy;veryhighTCO•Notask/resourcemanagementacrossprocesses•Manualprioritization;can’tprioritizeallworkitemsfrom
multiple systems•Nodetailedtask/resourcereporting•Businessuserscan’tmakechanges•Noresourcestateawareness
The SOLuTiOn
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iWDPartnerPlaybook
OnlyGenesysiWDletsusersquicklydefineprioritiesandSLA’sbasedoneachtask’sbusinessvalue:
• iWDdistributestasksonlytoworkerswhoarecurrentlyavailable(presence)
•WorkisassignedSLA’sbasedontype,process,product,businessvalue,etc.
•Workersareassignedindividualskillsandproficiencies,basedontrainingandexperience;workisonlydistributedtoworkerswiththeassignedskillandproficiency
• Incaseofbacklog,coreteamoverload,orinabilitytomeetSLA’s,workcanbeautomaticallydistributedtoworkerswith“lesser”skill/proficiencylevels
•BusinessuserscanconfigureprioritizationandSLA’s,increasing business agility
•Astheduedateapproaches,taskprioritydynamicallyincreasestoensureSLA’s
•Workis‘proactivelydistributedratherthan‘cherrypicked’;itemsarecompletedintheCRM/Enterprisesystemwithminimalworkerimpact
Differentiating the Value of iWD
See hOW TO Sell against specific features of other
Enterprisesystems*
*LogintoPartnerXchangeExtranetrequired. [email protected].
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The SOLuTiOn
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iWDPartnerPlaybook
Take the Quiz
iWD Results
GeneSyS iWD imprOveS:
•Operational efficiency: Customershaverealizeda30%averagehandlingtimereduction,20%productivityincrease,15%customersatisfactionimprovement
• performance: AcustomerwithSiebelCRMnearlydoubledaveragetransactionsperworkerfrom20to37
•Completion rate:Distributingtherighttasktosomeonewiththerightskills/proficiencyreducesreferrals
•handle time visibility by transaction type:Visibilityimprovescoachingandtraining,reducesbehavioralissues
•real-time adherence for all work:Everyoneisloggedintothesystem,improvingscheduleadherence
•reduced call volumes:SLA’sfornon-phoneworkreducecustomer update calls
•employee morale:Replacinghonor-basedsystemswithproactiveskills-andpresence-baseddistributionenablesfairerworkdistribution
•Occupancy:Blendingphoneandnon-phonetasksleveragesalargerworkerpool,enablesautomaticdistributionofnon-phonetasksduringavailabletimes
•Automatic operation:Nomoremanuallymovingworkersbetweenphonesandnon-phoneworktomanagespikes,foraflexible,agileorganization
The SOLuTiOn
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iWDPartnerPlaybook Solution Resources
• iWD resources(brochures,video,whitepapers,casestudies)• iWD resources on Xchange*(presentations,release announcements,professionalservicesdocumentation)
Don’t see what you need? [email protected].
Sales Training* (free, online):
• IntroductiontoGenesysProducts• GenesysiWD
presales Training and certification program*:PresalescertificationcoursesaretargetedatSalesEngineers,SolutionsEngineers,andArchitects.Thecoursesincludeacombinationofbusinessandclassroom/virtualclassroommodules.Uponcompletionoftraining,delegatesmaytakeacertificationexamthatcountstowardyourcompany's compliancewiththeGenesysPartnerProgramrequirements.
•iWDSolution8BusinessPresalesModule•iWDSolution8TechnicalPresalesModule
*LogintoPartnerXchangeExtranetrequired. [email protected].
The SOLuTiOn
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iWDPartnerPlaybook
key pain pOinTS fOr iWD OppOrTuniTieS:
•Workerssetthepaceofwork,manageprioritiesandoftenwasteupto5%oftheirtimetrawlingmultiplelistssearch-ing for the truly critical items
•Manualorlimitedintelligenceusedtodistribute/redistributetasks,causingworkdelays
• InabilitytocontrolorcomplywithSLA’sorSLAactuals withasignificantdegreeofvariability
•Workerscherrypickwork,oftenoverlookingthemostcriticalortime-sensitiveitems
• Inabilitytoreportandtrackperformanceatthetasklevel
Prospecting: How iWD can Help
PROCESS
SOURCES
DISTRIBUTIONLOGIC
RESOURCES
METRICS
Manage
Distribute
Calculate
CaptureReport
iWD
Discovering: How iWD can Help
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The SALe
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iWDPartnerPlaybook Lead Generation
Tip:Toincreaseleadgenerationsuccess,organizeroundtableevents–contactyouraccountrepresentativetohaveGenesysre-sourcesattendyourevent.
*LogintoPartnerXchangeExtranetrequired. [email protected].
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Herearepre-createdcampaignelementsthatyoucanusetogenerateandnurture leads:
•e-mail•Web banners•Copy blocks• iWD electronic Booklet(maincalltoaction).• iWD Articles(forleadnurturing)
Downloadyourcampaignpackage*Th
e SALe
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iWDPartnerPlaybook
TheiWDsalesprocessiscomplex,sopartnerwithGenesystoclosethesale*.Thestagesofthesalescycleare
pre-QualificationBeforeengagingGenesysbusinessconsulting,pleaseensureyouhaveaninternalbusinesssponsoratthecustomerandacompellingcustomerevent.
Learn (Qualification)EngagewithGenesyspracticeleadstoidentifyabusinessopportunityandreceiveSME-levelguidanceregardingbusinesscapabilitiesandadvantagesfortheclient.EveryoneworkstogethertodetermineiftheopportunityshouldmovetotheAssessmentphase. SeemoreaboutLearn
AssessGenesysBusinessConsultingleadstheassessment,leveragingotherrolestogather,analyze,andproducethebusinesscase,ROIanalysis,andexecutivepresentation.SeemoreaboutAssess
purchaseOncethecustomerhasallthecostandproposedbenefitinformationfromtheAssessphase,negotiationsbegintoclosethedeal.
*Checkwithyouraccountrepresentativetoseewhichofthepre-salesservices may be free for your deal.
The Sales Process
The SALe
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iWDPartnerPlaybook
ThesellableitemsforGenesysiWDarelistedbelow.Maintenanceandsupportarepurchasedwiththeproduct andrenewedevery12months.Softwareisdeliveredvia FTPorCD,ifrequested.Thecustomerreceivesthelicense keyviae-mail.
• intelligent Workload Distribution(soldperseat)• intelligent Workload Distribution Lab(soldperlab)• iWD - Back Office(perseat)• iWD - Back Office - Lab(perlab)• iWD - Back Office to CiM-SS upgrade(perseat)• iWD Capture Adapter – JMS(percustomer)• iWD Capture Adapter-WebSphere MQ (percustomer)•3rd party Work items to iWD upgrade(perseat)•3rd party Fax to iWD upgrade (perseat)
SeetheGenesysPricingGuideandQuoteToolfordetails.*
Seethepartnerresourcesavailableat theGenesysTechnicalSupportWebsite
*LogintoPartnerXchangeExtranetrequired. [email protected] for assistance.
Pricing and Delivery
The SALe
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iWDPartnerPlaybook
•Demo image software that runs on your pC – please contact your channel account manager
•lab software environment for demonstration, development and customer service – please contact [email protected]
•RFp tool for partners*
•Training
- Sales Training* (free, online):
•IntroductiontoGenesysProducts•GenesysiWD
- presales Training and certification program*:
PresalescertificationcoursesaretargetedatSalesEngineers,SolutionsEngineers,andArchitects.Thecoursesincludeacombinationofbusinessandclassroom/virtualclassroommodules.Uponcompletionoftraining,delegatesmaytakeacertification examthatcountstowardyourcompany'scompliancewiththeGenesysPartnerProgramrequirements.
•iWDSolution8BusinessPresalesModule•iWDSolution8TechnicalPresalesModule
Don’t see what you need? [email protected].
*LogintoPartnerXcha[email protected].
Sales Resources
The SALe
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iWDPartnerPlaybook
IfyouchoosetoengagewithGenesysProfessionalServices,wecanprovidetheresourcesandexpertisenecessarytoensureasmoothimplementation for you and your customer.
Aspartofthepurchasenegotiationprocess,GenesysProfessionalServices(PS)createsabudgetestimateforimplementation.
Afteracustomerhaspurchasedthelicenses,ifPSisengaged,adetaileddiscoveryphasebegins.Workingaloneorwiththepartner’sSI,thePSteam employs their standard methodology to document and design against thecustomer’sbusinessandtechnicalrequirements.
Theydesignasolutionthatcanbeimplemented,tested,anddeployedinalabandproductionenvironment.
Implementation with Professional Services
learn mOre aboutwhatGenesysProfessionalServicecandofor you and your customer
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The iMpLeMenTATiOn
©2012 Genesys Telecommunications Laboratories, inc. All rights reserved.
iWDPartnerPlaybook
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pOST-SaleS TraininG – Thesecoursesareavailableininstructor-ledclassroomandvirtualformats.Forcoursefeesandclassschedule,contactyourlocalGenesysUniversityrepresentative.
Take the Quiz
Implementation Resources
cOurSe DuraTiOn
iWD8.0:BusinessOperations Tasksaremanagedagainstaflexiblebusinessconfigurationwithorganizationalcontext,towhichbusinessuserscaneasilyadd departments or processes.
Teachesstudenttheskillsnecessaryto performbusinesstaskswithiniWDManager. Fulldescription
iWD8.0:Deployment Instructor-ledClassroom:5days
Instructor-ledVirtualClassroom:34hours
Engagesstudentsinhands-onactivitiesduringwhichtheyinstall,configureandtestiWD. Fulldescription
Don’t see what you need? [email protected].
The iMpLeMenTATiOn
©2012 Genesys Telecommunications Laboratories, inc. All rights reserved.