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Top Five Reasons Your Legacy Call Center’s “End-0f-Life” Doesn’t Mean the End for You

Important Migration Considerations When Modernizing Your

Contact Center to Enable Omnichannel Customer Experience

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Call  Centers  to  Contact  Centers  to  Engagement  Centers

Limited  Options  and  Call  Centers  Flourish

Add  “Company  Brochure”  Websites   and  E-­‐Mail  Support  and  

Siloed  Customer  Touchpoints   Makes  CX  Problematic

Multiple  Channels  Available with  No  Integration  

Call  Center  Augments  Branch/Store

Aspire  to   Managed  Journeys ?

1990’s

2010’s

2000’s

TODAY

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Digital  Engagement  Is  Exploding

2000s 2016

Digital  Adoption

Customer    Satisfaction/  Experience

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Customer  Satisfaction  Issues  

46%prefer  the  

phone  for  more  complex  issues  

America  Express

66%switch  

companies  due  to  poor  service

Accenture

84%last  customer  service  did  not  exceeded  their  expectations  

Harvard  Business  Review  

56%have  to  re-­‐

explain  an  issue  with  customer  

service

Harvard  Business  Review  

58%are  willing  to  

spend  more  with  companies  that  provide  excellent  customer  service    

American  Express

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Reasons  to  Improve  Customer  Experience

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Dated  Technology  Creates  Customer  Experience  Issues

• Disconnected  experiences  • Transfers,  holds  • Repeat  contacts  • Wasted  time  • Increased  frustration  • High  maintenance  and  upgrade  costs  

• Lack  of  innovation   and  omnichannel  vision  

• End-­‐of-­‐life  and  questionable  vendor  future    • Long  term  financial  viability    

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Growing  Pressures  On  IT  Directors  and  Architects

• Complex  omnichannel  business  needs  

• Mission-­‐critical  applications  • Time-­‐consuming,  difficult  upgrades  and  migrations  

• Legacy  technologies  fall  short

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It’s  Time  To  Replace  Legacy  Call  Centers

• Infrastructure  at,  or  reaching  end-­‐of-­‐life  • Migrate  to  a  digital  infrastructure  

• Solutions  not  meeting  business  needs  • Transition  to  a  future-­‐proof  foundation    

• Excessive  Operational  Costs  • Reduce  support  costs  by  consolidating  onto  a  single  system

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Organizational  Readiness  –  Transition  Step  1  

Evaluate  Where  Your  Organization  Is  Today  and  Where  It  Is  Headed  In  the  Future

• Premise,  cloud  or  hybrid  • Omnichannel    • Customer  journey    • Automation  • Distributed  agents  • New  types  of  agents

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Legacy  Systems  and  Integrations  –  Transition  Step  2

Decide  What  Stays  and  What  Goes

• Telecom  infrastructure  (TDM/VoIP)  

• Specialized  back-­‐end  systems  for  CTI  

• Dashboards  for  data  and  reporting  

• CRM—System  of  Record,  System  of  Engagement

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Existing  Contact  Center  Systems  –  Transition  Step  3

Analyze  Multi-­‐Vendor  Vs  Consolidation

• Work  Force  Management  and  Optimization  

• Work  Flow  Management  and  Automation  

• Quality  Management  • Web  Chat  • Call  Recording  • Agent  Desktop

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Employee  Experience  Strategy  –  Transition  Step  4

Plan  How  to  Attract  and  Retain  the  Best  Agents

• Requirement  for  higher  skill  levels    

• New  attitudes  about  work  and  work  environment  

• Cost  of  turnover  • Customer  experience  journey  imperative

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Consumer  Driven  Requirements  –  Transition  Step  5

Plan  Ahead  Plan  to  Support  Consumer  Driven  Requirements

• Video  • Mobile  everywhere  • Social  media    • Real-­‐time  community  • Advanced  self  service  • Knowledge  management

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Omnichannel  Engagement  Center  Approach

Branches

4. OPTIMIZE

ORCHESTRATION  &  ROUTING

Website

Voice

Chat

Mobile

Social

Systems  of  Record

1. COLLECT

ENGAGE  WITH  REAL-­‐TIME  NEXT  BEST  ACTION  

3. ENGAGE

Systems  of  Record

Customer   Engagement   Profile  and  

Journey  HistoryCONTEXT  SERVICES

2. ANALYZE

BUSINESS  RULES Analytics

Actionable  Insights  &  Next  Best  Action  

Predictions

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Routing  WFM

Reporting

Single,  Unified  Engagement  Across  Voice  and  Digital

Customer Journey

Social

Chat

Outbound  Voice

Email

Inbound  Voice

Back  Office

PersonalizedEngagement

• Customer  Intent • Employee  Strengths • Low  Effort  Experience • Target  Outcomes

Right  Experience.   All  the  Channels.   All  the  Time.

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Omnichannel  Comparison

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Deliver  low  effort,  personalized  customer  experiences

Engage  seamlessly  across  all  touchpoints,  channels  and  interactions

Maximize  revenue  and  loyalty  while  minimizing  churn  and  cost

The  Bottom  Line Infrastructure  is  Critical  to  Optimized  Customer  Journey

For  Contact  Centers  of  All  Sizes

On  Demand,  Fast  and  Easy

Cloud

Packaged,  Scalable  Capabilities

Cloud  &  On-­‐Premises

Fully  Customizable

Cloud,  Hybrid,  &  On-­‐Premises

Omnichannel  Engagement  Center

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Focus  and  Success  in  Multiple  Industries

• Banking  • Retail    • Insurance  • Healthcare  • Telecom  • Government  • Utilities  • Travel  and  

Hospitality

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Analyst  Recognition    

•7  Years  Running  Contact  Center  Infrastructure  MQ ✓ Leader  Quadrant ✓ Visionary  Leader

•2015  Leader  in  Contact  Center  Infrastructure  MQ •2014  Challenger  in  Workforce  Optimization  MQ •2014  IVR  Marketscope–Strong  Positive–Best  Score

•2015  Market  Leader,  CC  &  Software  Infrastructure

•2015  Market  Leader,  Multichannel  Cloud  Contact  Center

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“With  a  cloud  contact  center  model  from  Genesys,  we’ve  been  able  to  reduce  maintenance  expense,  while  meeting  our  global  disaster  recovery  and  business  continuity  requirements.”

Lee  Congdon,  CIO,  Red  Hat

Red  Hat Industry  Software Region  Global  

Challenges • Create  true  business  continuity  and  high  availability.   • Connect  regional  contact  center  silos. • Support  rapid  growth. Solution Genesys  Customer  Experience  Platform  established  a  global    voice  queue  for  inbound  calls    providing    a  “follow  the  sun”  solution  to  serve  customers  across  all  global  regions  throughout  the  day  (including  centralized  routing,  reporting,  WFM  and  IVR.)    This  lays  the  foundation  for  future  phases    which  will  drive  additional  operational  visibility  and  functionality  such  as  a  universal  queue  of  customer  interactions  across  all  touch  points  and  channels.

Results • Unmatched  redundancy  for  business  continuity. • Handle  more  volume  with  existing  staff. • Ability  to  take  calls  in  minutes  (instead  of  days)  in  case  of  an  outage. • Improved  customer  service  by  routing  customers  to  qualified  agents  the  first  time.

Global  voice  queue  supporting  a  unified,  virtual  team

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“Our Customers are shifting from voice to digital interactions. Omnichannel innovation gives customers easier ways to do business, like self-service and web chat."

Ender Durukan Senior VP, Contact Centers

Challenges • Meet the banking needs of a young, tech-savvy population • Differentiate the customer experience • Improve contact center sales and efficiency

Solution  Using 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%

AKBANK Industry  Banking Region  EMEA

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