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