Call Centre Helper Skype and the Contact CentreCall Centre Helper Skype and the Contact Centre ......
Transcript of Call Centre Helper Skype and the Contact CentreCall Centre Helper Skype and the Contact Centre ......
Call Centre Helper
Skype and the Contact Centre
20th March 2014 @ 1.00pm UK time
Guillaume Calot, Strategic Business director – EMEA, Genesys
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Customer Experience
Channels Human-Assisted Touch points
Self-ServiceTouch points
Customer Journeys Customer-Facing Processes
Renew Service
Purchase
Onboarding
Account Change
Problem Resolution
Great CX Requires Managing All Touch points & Channels
Contact Centre
Store/Branch
Back Office
Direct to RepWebsite
Voice IVR
Mobile App
Marketing Promo Contract Renew
Order Entry
Order Fulfillment
Customer Maintenance
Case Resolution
Moments of Truth – Touch point Interactions
CRMCRM ERPERP BPMBPM
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Business to Business
Web communication
Mobile
Kiosks
TV, Gaming PC
Skype & Lync expand customer conversations……across channels and devices
CustomerChannels
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Customer Experience
Skype channels capabilities & benefits
Enterprise
PSTN, IP-PBX, Lync
Directory
Presence
IM
Voice (Skype Connect� Lync)
Video
Collaboration (Web App)
Conference
Voice/Video mail
‘JLink’*
Consumer
Click-to-call
Directory
Presence
IM
Voice
Video
Collaboration
Conference
Voice/Video mail
Web
MSFT roadmap*
Free 0800
Customer ID, call-back
Corporate social presence
Chat to voice/video*
IVR, Inbound, Outbound
Video IVR & Cust. Service
Web to IM/voice/video*
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Front-office Agent
BranchOffice
Home Agent
MobileWorkers
BackOffice
Lync enables enterprise workforce virtualization
EmployeeDesktops
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Contact Centres Branches, Experts, Mobile…
Screen pop and CTI
Routing
Qualification
Transfer withcontext
StatisticsReporting
Resources Virtualization benefits
PERFORMANCE
• Resources optimization• Consolidated view on customer’s experience• Business KPIs• Local delegation
QUALITY OF SERVICE
• Shorter queues• No calls lost• The best skill• First Call resolution• Upsell/Cross-sell
DEMONSTRATION
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Genesys enabled - Skype/Lync Contact Centre
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‘JLync’ preview (Lync 2014 Conference)
•From http://www.lyncconf.com
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Genesys & Microsoft Lync
LYNC
CONTACT CENTRE
FULL FEATURED SOFTWARE-BASED CONTACT CENTRE
� Supports Lync IM&voice + email, social, mobile, web, tasks…
� Inbound, outbound, proactive, IVR, intelligent routing
� Quality management, recording, WFM, reporting & analytics
� Native CRM integration: Dynamics or 3rd parties
� Flexible deployment: premise, hybrid Lync-SIP-PBX, cloud, SaaS
� Proven high scalability and reliability
SMART LINKTM
VIRTUALIZATION
ENTERPRISE-WIDE CUSTOMER SERVICE FOR BRANCHES, BACK-OFFICES…
� High-value & high-touch customer service outside CC
� Lync presence mapping & aggregation
� Interaction preview with attached data
� Intelligent & skill-based routing, smart group distribution
� Zero footprint, any voice connectivity
QUALIFIEDUCOIP PROGRAM – GENESYS OFFICIALLY SUPPORTED FOR LYNC
• Genesys qualified for Lync 2010 & 2013
• http://technet.microsoft.com/en-us/lync/hh972602
ROADMAPNATIVE UCMA ARCHITECTURE ENHANCEMENTS
• Support of video, collaboration, more Skype use-cases
• New integrated desktop
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Questions?
[email protected] Development Executive EMEA+44 1276 457000
[email protected] Business director EMEA
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Where Do You Start?
•Whitepaper & Brochures
•Realizing the Promise of Presence in the Contact Centre
•http://www.genesys.com/about-genesys/resources/realizing-the-promise-of-presence
•Genesys & Microsoft Lync
•http://www.genesys.com/resources/datasheets-and-brochures/genesys-microsoft-lync-voice-integration.pdf
•Genesys Smart Link
•http://www.genesys.com/resources/datasheets-and-brochures/genesys-smart-link.pdf