not all customer experience platforms are created equal

Not all Customer Experience Platforms are Created EqualeBook

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CONTENTSPart I From Call Centers to Contact Centers to Omnichannel Engagement Centers

Part II Five Capabilities to Look for in a Customer Experience Platform

1 Proven Customer Experience Leader

2 Single, Workforce-Aware Platform for Work Distribution and Optimization

3 Omnichannel Journey Management to Deliver Exceptional Customer Experience

4 SLA Adherence Across all Engagement Channels

5 Flexibility to Support Cloud, On-Premises, and Hybrid Deployments to Meet Your Unique Requirements

Part III Take Your Customer Experience to the Next Level


RESULTSCX PLATFORM CAPABILITIESOVERVIEW

FROM CALL CENTERS TO CONTACT CENTERS TO OMNICHANNEL ENGAGEMENT CENTERSMost contact center solutions today deploy siloed interaction channels (for example, voice, chat, email, web, mobile, and social) in which each customer interaction is typically managed in isolation. This fragmented approach to customer engagement commonly results in customer frustration and high effort, missed sales opportunities, and reduced operational efficiency.

With digital transformation and customer demands evolving rapidly, choosing the right technology to design and orchestrate your customer engagement is key to delivering on customer expectations while addressing your company needs. Your customers want to minimize duplication of effort and eliminate conflicting messaging and communication. Your goal of delivering a contact center infrastructure (CCI) that keeps them from shopping elsewhere for a better option involves finding a customer experience platform that is head and shoulders above the rest.

An effective customer experience (CX) platform must be proven and workforce-aware. It must also support omnichannel journey management to deliver exceptional customer experience; provide service level agreement (SLA) adherence across all engagement channels (voice and digital); and provide enough flexibility to support cloud, on-premises, and hybrid deployments to meet your unique requirements.

Gartner recommends that IT and business leaders “choose multichannel software suites when selecting contact center solutions and since most vendors also have some workforce optimization capabilities, consider incorporating these as part of your contact center suite.” In addition “plan for tighter integration of CCIs with customer self-service, for a stronger customer engagement experience.”

“Critical Capabilities for Contact Center Infrastructure, Worldwide,” Gartner, 2016.



FIVE CAPABILITIES TO LOOK FOR IN A CUSTOMER EXPERIENCE PLATFORM

CUSTOMER EXPECTATIONS

» Personalized 1-to-1 Experience » Touchpoint and Channel Options » Ongoing Proactive Communications » Effective Self-Service Options » Capable and Informed Agents » Low Effort » Easy Sign-On and Authentication » Detection of All Activities

COMPANY NEEDS

» Improved Sales » Employee Satisfaction » SLA Adherence » Self-Service Containment » Minimal Churn » Lowest Operating Cost » Insight into Customer Activity » Security and Privacy » Consistent Service across Channels

In this eBook, we’re diving deeper into five critical capabilities you’ll need in your customer experience platform to take your customers to the next level of customer engagement.



*Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, May 19, 2016 (formerly listed as Alcatel-Lucent). Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

#1: A PROVEN CUSTOMER EXPERIENCE LEADER

Genesys – A Leader in Gartner MQ for Contact Center Infrastructure, Worldwide*, Eight Years in a Row

Customer experience is critical to your organization. When selecting your platform for customer engagement, choose a partner with a proven track record, a strong vision, and the scale and expertise to partner with your organization to add value at every step.

Genesys has been a leader in the “Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide” for eight years running; further, we believe we demonstrate the most complete vision to help your organization deliver on your business goals.

Why does this matter? You need a CX platform that can deliver and a partner that has a vision for the art of the possible.

Branch Office

Self-Service

Inbound

Outbound

Front Office

Back Office

The Web

Mobile App

WORK DISTRIBUTION

A

SSESS

DISTRIBUTE

ADA

PTEVALUATE

RECEIVE

WORK OPTIMIZATION

PLAN TRAIN

EVAL

UAT

E

ADAPT

DISTRIBUTE



#2: SINGLE, WORKFORCE-AWARE PLATFORM FOR WORK DISTRIBUTION AND OPTIMIZATION

Look for a continuous workforce optimization solution that is seamlessly integrated with routing capabilities, enabling you to obtain both staff management capabilities and your CCI from one vendor.

With more organizations managing a remote and virtual workforce, the need for strong workforce optimization capabilities has never been greater. They will enable you to effectively manage your workforce across all channels, support flexible working hours, remote/virtual agents, and the need to scale your staff up and down dynamically as needed.

A workforce-aware CX platform will:

• Reduce over and understaffing

• Increase influence on schedule

• Guard quality and compliance

• Improve quality management process efficiency

• Provide better use of training budget

• Find “root cause” to improve business processes

• Reduce operational overhead

Gartner’s May 2016 report, Critical Capabilities for Contact Center Infrastructure, Worldwide, added workforce optimization “as a capability since it is becoming increasingly important that this feature set is provided by contact center infrastructure providers.”



#3: OMNICHANNEL JOURNEY MANAGEMENT TO DELIVER EXCEPTIONAL CUSTOMER EXPERIENCE

Companies focused on the end-to-end journey perform better.

Delivering exceptional customer service can be a competitive game changer. Getting to exceptional, however, requires supporting personalized customer journeys consistently across each and every touchpoint, whether self-directed or with an agent.

This paradigm shift to omnichannel (where personalized service is consistently delivered across all channels) is driving a refresh of customer engagement solutions within the contact center and also across the enterprise—including marketing, sales, and service.

Choose a platform that can take you beyond random interactions to defined, orchestrated journeys, while supporting the eventual shift from single-channel, single-department solutions to an enterprise-wide customer engagement solution.

While the transition for most companies will naturally be phased, many key elements are readily achievable today, from ensuring that transitions from self- to assisted service are seamless, to empowering agents with full visibility of the customer’s journey history, to supporting multimodal interactions to reduce customer effort. Genesys can help guide this journey and take the randomness out of it.

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Website Mobile App Contact Center Back Office Branch

Purchase Journey

Onboarding Journey

Account Change Journey

Problem Resolution Journey

Renewal and Repurchase Journey

Customer Interactions

Agile Business Rules

Continuous Reprioritization

Employee Skills & State

Real-Time Dashboard

Historical Performance

Forecasting & Scheduling

Skill A

Skill B

Skill C

Insurance Claim

CRM and Workflow Queues

www

www

Sales Lead BillingQuestion

ActivationOrder

SupportTicket



#4: SLA ADHERENCE ACROSS ALL ENGAGEMENT CHANNELS

SLAs are important because they may be contractual agreements, and they may have regulatory compliance requirements or even trigger financial penalties if not met. A single universal queue is a foundational capability for consistently managing SLAs across all channels—digital, voice, and in-store or branch.

Look for a CX platform that provides a single queue that is continuously reprioritized via agile business rules to ensure that your workforce is utilized optimally, working on the right task at the right time, and managing SLA adherence across your work inventory. Along with the ability to forecast and schedule the workload across all channels and work items, your organization will benefit from real-time dashboards and insight in historical performance.

Genesys

Carrier

Customer Premises

Pure Cloud Hybrid Cloud

Local Telephony On-Premises

Genesys Genesys

Carrier Carrier

Customer Premises Customer Premises

Genesys

Customer Premises

Genesys



#5: FLEXIBILITY TO SUPPORT CLOUD, ON-PREMISES, AND HYBRID DEPLOYMENTS TO MEET YOUR UNIQUE REQUIREMENTS

When it’s time to deploy your contact center solution or extend its capabilities to deliver effortless omnichannel CX, choose a vendor that can tailor the implementation to best address your technical, operational, economic, and regulatory requirements. Given that these requirements will evolve and expand over time as your business grows, look for a proven solution with deployment options across the spectrum from pure cloud to fully on-premises that can scale flexibly to grow with your needs.

With a cloud deployment, the contact center services are entirely located in the cloud, allowing you to deliver secure and scalable best-in-class CX without any infrastructure or compliance responsibilities on your company’s IT department.

With hybrid, the contact center services are optimally distributed between your site and the cloud, allowing for powerful integration options. As a direct extension of your existing contact center applications, the hybrid approach extends an on-premises solution to add new channels into the cloud, scale on-demand to meet seasonal needs, or supplement your on-premises functionality with new services like speech and text analytics.

158% 30% 50% 12.5%

ROI over 5 years Improvement in eCommerce conversions

Reduction in customer abandonment

Improvement in agent handle time

*The Total Economic Impact™ Of The Genesys Omnichannel Engagement Center Solution, a commissioned study conducted by Forrester Consulting, February 2016



TAKE YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL

Whether your goal is to modernize your contact center, increase workforce quality and efficiency, or drive better customer experiences, Genesys offers an open and scalable omnichannel platform that fits efficiently into your existing infrastructure and reduces total cost of ownership.

The economic impact of the Genesys Customer Experience Platform was evaluated in the Forrester Total Economic Impact™ study*, a multi-company cost savings and business value analysis. According to the study, enterprises using the Genesys CX Platform achieve...

$20M+ Reduction in infrastructure and operational cost

$1M+ In increased sales through improved conversion rates both online and with voice agent calls

Watch the 5 Minute Video: Genesys Omnichannel Engagement Center

Calculate your omnichannel engagement ROI in 5 minutes

Request a demo of the Genesys Customer Experience Platform



Does your contact center have what it takes to deliver great CX?

Website: www.genesys.com Contact Us: 1-888-GENESYS

Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the centre of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 25 billion contact centre interactions per year in the cloud and on premises.

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