turning business as usual into an #epicwin with genesys ......turning business as usual into an...

Turning business as usual into an #EpicWin with Genesys Social Engagement

Lisa Abbott, Sr. Product Marketing Manager @LRAbbott Pat Mackey, Sr. Product Manager @pmackeysf

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DIGITAL DARWINISM IS THE EVOLUTION OF CONSUMER BEHAVIOR WHEN SOCIETY & TECHNOLOGY EVOLVE FASTER THAN YOU DO.

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Median Age is 28 Worldwide

Two-thirds of Millennials are 21+ with established careers, families and incredible influence

Globally 86% will share their brand preference online

They seek more product information for purchase consideration on average 7.4 times per month

20% attended a brand sponsored event in past 30 days with 65%

purchasing the featured product

Worldwide 25% joined 7 or more brand-sponsored communities online

70% will try a new product and will post a review online to promote the experience

65% disconnected as little as 1 hr per day or less Source: Edelman Digital – Feb 2011

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Monitoring Systems Alone Bring Challenges

• Organizational silos

• Lack of visibility into customer history

• Inability to scale

•Disconnect touch points

• Limited insights shared across the Enterprise

• Poor overall customer experience

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

Dashboards

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Altimeter Group lists Genesys as Social Media Management System in new report.

“Genesys is the “’800-pound gorilla’ is

one of the largest, most established

vendors to emerge in the space, with

over 1,800 employees focused on a

variety of customer support software

offerings. Its ‘Social Engagement

Platform’ has integration with existing

support data from other channels, a

content media library of standard

responses, and an advanced work flow

for multiple lines of business. Unlike

other vendors, it offers on-premise

software for companies that seek

mastery over their data and security.”

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“20% of customer service

interactions will be

via Social Media”

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“It is important that we have a highly integrated

approach that allows us to uniformly handle all

interactions.”

85% of transactions is online, so the

demand for an Online Call

Center with social media, email

and chat was a must

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Capture Messages and

Mentions

Review Content and Associate Business Rules

Distribute to the Right Resource

Handle and Respond using any media type

Business Analytics and Cross Channel Reporting

Genesys Social Engagement

Enables one Conversation with the Customer

Robust Social Media Management System

Demo time

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Now in telephone terms…

Single line Multi-line

Dashboards

ACD with CTI

Genesys Social

Engagement

Monitoring

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Expanding Conversations to the Social sphere

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

Internet

Contact Center

Mobile

In Person

Social- sphere

Browse

Talk

Chat Question

Check

Specialist

Discuss

Check

Tweet

& 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 @LRAbbott , @pmackeysf