omnichannel contact center 101: four practical steps to get there!
TRANSCRIPT
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Omnichannel Contact Center 101:Four Practical Steps to Get There!
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2 Confidential and Proprietary.
Digital Engagement is Exploding
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
50%
prefer the phone for more
complex issues
70%
expect web-chat offers while
online
75%
go digital before using voice channels
25%
use more than 4 channels to
consume service
75%
see customer experience as a
differentiator
CX
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3 Confidential and Proprietary.
Digital Engagement is Exploding
Down
In a Row
4 Years
YetCustomer Satisfaction
Has BeenTrending
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4 Confidential and Proprietary.
Pressures On The Traditional Contact Center
Limited Options and Call Centers Flourish
Add E-Mail Support and “Company Brochure” Websites
Siloed Customer Touchpoints Explode and
CX Becomes Problematic
Multiple Channels AvailableWith Little to No Integration
1990’s
2010’s
TODAY
2000’s
Call Center AugmentsBranch/Store
Aspire to Omnichannel
Context ?
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5 Confidential and Proprietary.
Digital Explosion Created Multichannel Touchpoints
StoreExperience
WebExperience
MobileExperience
SocialExperience
PhoneExperience
VideoExperience
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6 Confidential and Proprietary.
Omnichannel Journey Management
Journey Lifecycle Management Journey & Interaction Orchestration
1 2 3
Interaction Multimodality
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7 Confidential and Proprietary.
Customer Interactions - Journeys
© 2015, Genesys l i i
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8 Confidential and Proprietary.
Sales
Contact Center
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Customer Journey Management
Voice IVR
Website
Mobile App
Store/Branch
Back Office
Marketing
Social
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9 Confidential and Proprietary.© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
A System Of Systems Is Required
Leads
Opportunities
Cases
System of Engagement System of Record
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10 Confidential and Proprietary.
Moving From Random To Designed Journeys
Designed JourneyRandom Journey
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Emotional Curve
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11 Confidential and Proprietary.
1. Empower your staff by consolidating channels with a unified desktop
2. Improve Self Service3. Orchestrate Assisted Service4. Monitor & Measure the Journey
Four Practical Steps to an Omnichannel Contact Center
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Empowering your Staff to Deliver Great CX
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13 Confidential and Proprietary.
Journeys Must be Efficient
Customers say valuing their timeis most important thing -- Forrester
• Reduce effort for both customer & agent
• Integrate with legacy systems
• Empower agents with Knowledge Management and productivity tools
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14 Confidential and Proprietary.
Empower Agents With The Omnichannel Desktop
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Journeys
Two-way
Scripting
Insight
Knowledge SME Access Common Tasks
Integrations
Supervisors
Web Access
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15 Confidential and Proprietary.
Empower Agents With The Omnichannel Desktop
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Journeys
Two-way
Scripting
Insight
Knowledge SME Access Common Tasks
Integrations
Supervisors
Web Access
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Improving Self Service Performance
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18 Confidential and Proprietary.
Redefine Self-Service
IVR
Web Self-Service
Mobile Apps
Personalized, Contextual and Multimodal
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19 Confidential and Proprietary.
Multimodal Self-Service Empowers Customers
•Customer dynamically offered visually assisted call to enrich interaction
• Schedule call back time
• Schedule appointments
• Complete & Collect Survey
• Access “How To” Videos
• Push Relevant Information
• In-App Notification
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20 Confidential and Proprietary.
Deliver Personalized Web Experiences
Behavioral Monitoring
Proactive
Proactive and Personalized
Next Best
Action
Website Clickstream
Rules Engine
Customer Context
Key Event
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Orchestrate Assisted Service
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22 Confidential and Proprietary.
Optimize Routing & Meet Service Levels
Universal Queue
80% - 20 sec 6 hours 1 hour2 min 3 hours
Analytics
State & Context
ContinualPrioritization
WorkforceOptimization
StateEngine
Business Rules Engine
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23 Confidential and Proprietary.
Skills Management
Training Workforce Management
Coaching
QualityManagement
Speech and Text Analytics
Interaction and Work
Item Routing
InteractionRecording
Optimize Routing & Meet Service Levels
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24 Confidential and Proprietary.
Creating a Competitive Advantage
Solution• With Genesys Enterprise Workload Management:
• Supervisors centrally manage employee skills for calls and tasks in one platform
• Work is now prioritized on business objectives and the business value of each task
“Agents don’t have to remember, or refer back to, their personal notes to manage their promised follow-ups, or manually set date and time reminders. Genesys Workload Management makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent.”
Michaela PrajslerovaCall Center Manager
Largest Telecom Provider in Slovakia maintained its leading position in the saturated market by improving employee work processes and increasing customer satisfaction.
Results• Solved cases increased by 43%• Gained a clear view of service levels, employee
availability and agent utilization
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25 Confidential and Proprietary.
Case Study: Digital Banking with a Human Face
Challenges• Meet the banking needs of a young, tech-savvy population• Differentiate the customer experience• Improve contact center sales and efficiency
“Agent-assisted video is very popular and a first for Turkish banking in online banking and mobile channels customers can request a video call at a time and place of their choice."
Ender DurukanSenior VP, Contact Centers
Differentiate customer experience with video engagement and social media
SolutionUsing Genesys digital channels, Akbank has turned its internet banking portal into a self-service channel with the option of video sessions – putting a human face on online customer interactions
Results• Direct Banking customer numbers are now doubled after
announcing new video-enabled mobile banking application• Service level is approximately 85%• Abandoned calls ratio is less than 3%
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26 Confidential and Proprietary.
Omnichannel Journey Orchestration
RulesetsEngine
Persisted State &Omnichannel Context
1 2 3
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27 Confidential and Proprietary.
Use Proactive Notifications To Shape The Journey
Orchestrated Notifications
Random With High Effort
Optimally Redesigned
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28 Confidential and Proprietary.
Proactive Alerts to Impacted Customers
Challenge:• Required ability to quickly send a large number of notifications and gauge
customer sentiment towards the program
Voice Text
75%of customers had an improved
outage experience
Large U.S. utility company wanted to deploy notification program to proactively alert and update customers experiencing service interruptions
Solution:• Genesys Outbound Engagement integrated with client’s Outage Management
System to:• Notify thousands of customers per minute via Outbound IVR• Capture personalized update requests including cause and estimated restoral time• Survey customers who received outage alerts• Analyze results, including drill-down sentiment by geography
Results:• 90% listen to the entire outage notification• Reduction in the number of inbound calls• 75% surveyed report they had an improved outage experience
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Monitor and Measure the Journey
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30 Confidential and Proprietary.
Journey Monitoring Brings the Journey to Life
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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31 Confidential and Proprietary.
System Of Engagement
© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Customer
Company
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32 Confidential and Proprietary.
Cloud Hybrid On-Premises
Customer Experience Platform