Modernize the Multichannel Experience (Customer, Agent, & Supervisor) with PureConnectGeoff CalhounDirector of Product Management

FORUM Credit UnionAndrew Spirrison

Vice President - Retail Delivery

Want to Hear from you

How many channels are you using?

Age of the consumer

16%

2014

2017

75%

EXPECTED INCREASE IN SELF-SERVICE IN 2017

CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING

35%

2014

2017

NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS

51%

STILL, CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES

◉ The voice channel is becoming a secondary entry point and focuses on more complex queries

◉ The increased usage of channels requires ‘outside-in’ omnichannel thinking

◉ Self-service is not about deflecting, but about attracting

77

Trends are impacting lifecycles

Complex, disjointed

ACD

Email

Web ChatFax

Outbound Dialing

PBX/Dialtone

Quality Management

Reporting

Social Interactions

Voicemail

DashboardsIVR

Virtual Hold

Text

CTI/Screen Pop

Workforce Mgmt

Speech Rec

Recording

Single all-in-one platform

Single all-in-one platform

- Unified desktops for your agents, supervisors & administrator

- Single architecture built from the ground up

That’s

PureConnect

Employee engagement

• Call flows, agent skills, move-add-change, omnichannel, outbound, workforce and more…

• Turning-up new channels is a snap – no integration necessary

• Highly configurable & customizable

Single point of ADMINISTRATION for everything

• Social Media

• Video

• Digital for Outbound

• Messenger Apps

• Chat Bots

What’s coming?

• Formed: 1941

• Headquarters: Fishers IN.

• Branches: 13

• Members: 130,000

FORUM Credit Union Background

• Phone

• Web Chat

• Average 16,000 interactions per month

PureConnect Platform Usage

Web ChatPhone

• FTE Reduction

• Working Smarter

Efficiencies Gained

• On-Call Support (high volume periods)

• Remote Agents

Efficiencies Gained

• Emergency Coverage

• Membership Survey Reports

Efficiencies Gained

• Recorded Interactions

• Coaching Opportunities

Efficiencies Gained

WANT TO HEAR FROM YOU

Why did you implement a multi-channel strategy?

Video conference for specialized banking needs....

• Mortgage Sales

• Commercial Lending / Real Estate

• Investments

Future of multi-channel at FORUM??

Next Steps

•Go to the demo booth to see this in action! See all the multi-channel offerings in PureConnect.

•Speak to your Genesys rep or partner about having a discovery workshop to explore how you can implement the PureConnect multi-channel features

TIME FOR QUESTIONS AND ANSWERS