the network powers customer service

The network powers customer serviceService Provider Day @ G-FORCE 2012 Barcelona

Heinrich Welter, Senior Director Strategic Sales @HeinrichGenesys

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

2

IP Transformation (Consumers)

•IP transformation has become reality for a lot of end customers

• Information and transaction services anywhere and anytime optimized for the used device (internet presence vs. app presence)

• “consumerization drives enterprise expectations”• And drives behaviour change (e.g. Social buying)

• Text/Video chat like Facetime from mobile devices like iPhone and iPad

• Social Media usage across all kind of devices • PC, Tablet, Smartphone, smart TVs, …

• Cloud Services for data storage and real-time data exchange between various personal/family devices

• Disruptive change of traditional service offerings (e.g. apps like myTaxi, net-a-porter, etc.)


3

IP Transformation (Enterprise)

•IP transformation is also taking place in enterprises

• Usage of new forms of operations (Hosted/SaaS)• “Cloudatization generates benefits and opens new

business models”

• IP telephony• Use of new IP channels (e.g. chat, social)• Leveraging of apps (the flip side of the

consumerization)


4

Network

Seamless Services

Carrier Grade scale-

ability & reliabity

Required SDE & SDPs

Cross supplier functio-

nality

Single Point of

Contact for services/ devices

Bridging the GAP

for enterprises

Only Carriers

can make it happen!

• E.g. one carrier cloud instead of various device family/ISV dependent clouds

• E.g. cross country services (data plans, network access etc.)

• E.g. seamless connection of /transfer between interaction channels

IP transformationCarriers have an important role

Network

•The heart of the future transformation resides in the network and strengthens the role of the carriers


5

NGN Networksthe benefits of IP transformation from the networks perspective

The road to full IP transformation of the core networks is long and has some bumps, but huge benefits!

Cost savingsNew services

User Centricity

More costsavings

MobileServices

TrueConversations

Even more cost savings


6

NGN Networksa complex architecture – IMS – is required to achieve the goals

P-CSCF

I-CSCF

S-CSCF MGCF

MGW

MRF(MS)

UE(User Equipment)

HSS

IP Internet OtherPLMN

PSTN

IMS Core

Session Control Layer

Transport Layer

*ISC

BGCFBreakout Gateway Control Function

Signaling GW

ISUP

SS

7

SIP

Sr

SIP SERVER

Stat Server

URS

Reporting

Framework

Config Mgmt

Cx

Diam

eter

Mw

Mw

Mg

Mr

H.248/

MegacoMi

Mj

TDM

WEB APPSERVER

HTTP/

VXML

SIP

+N

ETA

NN

MwIS

C

Presence Server

Location ServerGroup Management ServerService/Applications Layer

GENESYS CONTACT CENTER IMS AS

ISC

App Server with internal SCIM

Sh

ISC


7

NGN Networksattaching components right makes the difference in the solution


8

P-CSCF

I-CSCF

S-CSCF MGCF

MGW

MRF(MS)

UE(User Equipment)

HSS

IP Internet OtherPLMN

PSTN

IMS Core

Session Control Layer

Transport Layer

*ISC

BGCFBreakout Gateway Control Function

Signaling GW

ISUP

SS

7

SIP

Sr

SIP SERVER

Stat Server

URS

Reporting

Framework

Config Mgmt

Cx

Diam

eter

Mw

Mw

Mg

Mr

H.248/

MegacoMi

Mj

TDM

WEB APPSERVER

HTTP/

VXML

SIP

+N

ETA

NN

MwIS

C

Presence Server

Location ServerGroup Management ServerService/Applications Layer

GENESYS CONTACT CENTER IMS AS

ISC

App Server with internal SCIM

Sh

ISC

NGN NetworksAs per Ovum: 50% of $16bn will be spent in Application Services

StrategicPart


9

NGN Networksright connection of Application Servers drives the business case & benefits

Only the Genesys Contact Center Suite can play the role of an Application Server (AS) within an IMS architecture and has proven this through live projectsWith the ISC connection, the Genesys Suite becomes a well integrated component to the core IMS network •Various benefits can be achieved because of that:• Multichannel Conversation• Workforce Virtualization• Flexible Service offerings – especially in combination with

smartphone devices• TCO reduction • Next Level of Hosted/SaaS offerings• IVR working as MRF


10

Benefits of Genesys within IP transformationfor the end customer

•Multichannel Conversations• Customers can start a conversation on any channel and can continue on any

other channel• Reply to an SMS, than Call, change to video etc.

• Having Genesys technology as part of the core network• Every Interaction of the conversation is tracked and conversation information is provided at

real-time to any new interaction of the conversation (Conversation Manager)• Conversation Memory, conversation analytics and other data (e.g. Customer Effort Score) can be

leveraged in real-time to drive interactions in the right way and on the right channel

Interactions Across Channels Conversations Key

Driver Customer Experience

Internet

ContactCenter

Mobile

In Person

Social-sphere

Browse

Agent

Chat Email

iCFD

Specialist

Agent

Check

Twitter


11

Benefits of Genesys within IP transformationfor the customer care organization

•Workforce Virtualization• With the virtualization of the network, all resources attached to the network

are virtually connected

Enterprise hardware/ software services

On premise/hosted or SaaSAs private/public or mixed cloud

(UC Connect enabled)

Home agents have same environment/connectivity as

working in the office

External agents at Outsourcers are usable, stearable and reportable as own agents

Agent locations can be spread across various locations – even cross

countries without usage/reporting/

(speical) costs issues

Mobile workers are connected like working in

the office

ONE multichannel conversatiion with the customer

All channels, not voice

only

Leveraging all

plattform benefits

(like iWD)


12

Benefits of Genesys within IP transformationfor marketing, sales and customer care

Flexible service offerings for smartphones• Genesys Mobile Engagement together with IP networks allows the offering of

next generation flexible service offerings• Customer care is contacted on a data connection with plenty of information about

the customer service request• The customer is still in control about the data to be delivered

• All device supported channels (e.g. SMS, Chat, Call, Video, Social Media, IM) are supported to handle the service request

• Best fit of customer demand and optimal service delivery

Connect Me


13

Benefits of Genesys within IP transformationfor network and IT operations

TCO reduction• Transformed networks and the parameter/rules based approach of Genesys

Administration helps to significantly reduce costs• Business can do daily changes without IT/network people

• Routing decision• Parameter evaluations• Business rules

• Separation layers make sure integrity/functional assurance is given at all timesVarious GUIs/deployment

processesService Delivery

Environment (SDE)

Request

Design

ReviewImple-ment

Test

Deploy

Operate

Configure

Test


14

Benefits of Genesys within IP transformationfor sales and value added services + associated operation & billing

Hosted/SaaS offerings• The Genesys suite connected to an NGN/IP network is ideal for Hosted/SaaS

offerings• For Hosted services:

• Complete separation of platform operations (done by the carrier) and configuration (done by customer)

• Full multichannel assisted and self services• And in addition for SaaS services:

• Seamless network integration makes SaaS platform useable like on premise platform • Full channel integration (phone, video etc.)• Detailed reporting• Billing


15

Benefits of Genesys within IP transformationfor operations saving

Genesys IVR operates in NGN/IP networks also as MRF• IT IVR services and network IVR services can reside on the same platform and

share resources (e.g. ASR/TTS, Service Development and Delivery)• All type of IVR services can be delivered from one platform

• Announcements• DTMF• Simple speech• NLU

• NGN integrated and enhanced versions of traditional services can be rendered from one network component

• Call Completion Services (e.g. wrong number, out of service etc.)• Feature Server functions (e.g. call forward, voicemail etc.)• Mixed channel usages (e.g. social media status on voicemail, SMS notification for

any type of call, enhanced availability messages).

& follow G-Force and Genesys on Twitter at #GForceEMEA 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…

the network powers customer service

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