Omnichannel Contact Center 101: Four Practical Steps to Get There!

Omnichannel Contact Center 101:Four Practical Steps to Get There!

2 Confidential and Proprietary.

Digital Engagement is Exploding

© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.

50%

prefer the phone for more

complex issues

70%

expect web-chat offers while

online

75%

go digital before using voice channels

25%

use more than 4 channels to

consume service

75%

see customer experience as a

differentiator

CX


Digital Engagement is Exploding

Down

In a Row

4 Years

YetCustomer Satisfaction

Has BeenTrending


Pressures On The Traditional Contact Center

Limited Options and Call Centers Flourish

Add E-Mail Support and “Company Brochure” Websites

Siloed Customer Touchpoints Explode and

CX Becomes Problematic

Multiple Channels AvailableWith Little to No Integration

1990’s

2010’s

TODAY

2000’s

Call Center AugmentsBranch/Store

Aspire to Omnichannel

Context ?


Digital Explosion Created Multichannel Touchpoints

StoreExperience

WebExperience

MobileExperience

SocialExperience

PhoneExperience

VideoExperience


Omnichannel Journey Management

Journey Lifecycle Management Journey & Interaction Orchestration

1 2 3

Interaction Multimodality


Customer Interactions - Journeys

© 2015, Genesys l i i


Sales

Contact Center


Customer Journey Management

Voice IVR

Website

Mobile App

Store/Branch

Back Office

Marketing

Social

9 Confidential and Proprietary.© 2015, Genesys Telecommunications Laboratories, Inc. All rights reserved.

A System Of Systems Is Required

Leads

Opportunities

Cases

System of Engagement System of Record


Moving From Random To Designed Journeys

Designed JourneyRandom Journey


Emotional Curve

Presenter

Presentation Notes

2SHOW 02/01 – FEITO. (2SHOW: TROCAR IMAGEM DO CARRO PARA UM BMW OU UMA “SUV” (UM CARRO TIPO SANTA FE, TIGUAN, TOUAREG, CARROS GRANDES PARA COLOCAR A FAMÍLIA INTEIRA...).


1. Empower your staff by consolidating channels with a unified desktop

2. Improve Self Service3. Orchestrate Assisted Service4. Monitor & Measure the Journey

Four Practical Steps to an Omnichannel Contact Center

Empowering your Staff to Deliver Great CX


Journeys Must be Efficient

Customers say valuing their timeis most important thing -- Forrester

• Reduce effort for both customer & agent

• Integrate with legacy systems

• Empower agents with Knowledge Management and productivity tools


Empower Agents With The Omnichannel Desktop


Journeys

Two-way

Scripting

Insight

Knowledge SME Access Common Tasks

Integrations

Supervisors

Web Access

Presenter

Presentation Notes

Single interface to manage your customer’s journey across all channels (digital and voice) and touch points Real-time, two-way omnichannel interactions directed by agent Agent scripting - improve Quality, Efficiency and Compliance by Guiding Your Agents During Customer Interactions Customer insight and history at the agent’s fingertips - access to all previous contacts, web browser history, and Journey history speeds context-sensitive response Knowledge embedded into agent desktop to present answers and recommendations Immediate access to supervisors and subject matter experts facilitates agent response to difficult requests One-touch access to common tasks - to expedite agent’s work and shorten talk time Easy integrations with other applications including CRM systems to ensure all agent tasks are driven from one desktop Embedded supervisory functions - facilitates coaching and quality management Web-based – for accessibility across enterprise


Empower Agents With The Omnichannel Desktop


Journeys

Two-way

Scripting

Insight

Knowledge SME Access Common Tasks

Integrations

Supervisors

Web Access

Presenter

Presentation Notes


Improving Self Service Performance


Redefine Self-Service

IVR

Web Self-Service

Mobile Apps

Personalized, Contextual and Multimodal


Multimodal Self-Service Empowers Customers

•Customer dynamically offered visually assisted call to enrich interaction

• Schedule call back time

• Schedule appointments

• Complete & Collect Survey

• Access “How To” Videos

• Push Relevant Information

• In-App Notification


Deliver Personalized Web Experiences

Behavioral Monitoring

Proactive

Proactive and Personalized

Next Best

Action

Website Clickstream

Rules Engine

Customer Context

Key Event

Orchestrate Assisted Service


Optimize Routing & Meet Service Levels

Universal Queue

80% - 20 sec 6 hours 1 hour2 min 3 hours

Analytics

State & Context

ContinualPrioritization

WorkforceOptimization

StateEngine

Business Rules Engine


Skills Management

Training Workforce Management

Coaching

QualityManagement

Speech and Text Analytics

Interaction and Work

Item Routing

InteractionRecording

Optimize Routing & Meet Service Levels


Creating a Competitive Advantage

Solution• With Genesys Enterprise Workload Management:

• Supervisors centrally manage employee skills for calls and tasks in one platform

• Work is now prioritized on business objectives and the business value of each task

“Agents don’t have to remember, or refer back to, their personal notes to manage their promised follow-ups, or manually set date and time reminders. Genesys Workload Management makes sure we distribute tasks, reminders, and follow-ups at the right time to the appropriate agent.”

Michaela PrajslerovaCall Center Manager

Largest Telecom Provider in Slovakia maintained its leading position in the saturated market by improving employee work processes and increasing customer satisfaction.

Results• Solved cases increased by 43%• Gained a clear view of service levels, employee

availability and agent utilization


Case Study: Digital Banking with a Human Face

Challenges• Meet the banking needs of a young, tech-savvy population• Differentiate the customer experience• Improve contact center sales and efficiency

“Agent-assisted video is very popular and a first for Turkish banking in online banking and mobile channels customers can request a video call at a time and place of their choice."

Ender DurukanSenior VP, Contact Centers

Differentiate customer experience with video engagement and social media

SolutionUsing Genesys digital channels, Akbank has turned its internet banking portal into a self-service channel with the option of video sessions – putting a human face on online customer interactions

Results• Direct Banking customer numbers are now doubled after

announcing new video-enabled mobile banking application• Service level is approximately 85%• Abandoned calls ratio is less than 3%


Omnichannel Journey Orchestration

RulesetsEngine

Persisted State &Omnichannel Context

1 2 3


Use Proactive Notifications To Shape The Journey

Orchestrated Notifications

Random With High Effort

Optimally Redesigned


Proactive Alerts to Impacted Customers

Challenge:• Required ability to quickly send a large number of notifications and gauge

customer sentiment towards the program

Voice Text

75%of customers had an improved

outage experience

Large U.S. utility company wanted to deploy notification program to proactively alert and update customers experiencing service interruptions

Solution:• Genesys Outbound Engagement integrated with client’s Outage Management

System to:• Notify thousands of customers per minute via Outbound IVR• Capture personalized update requests including cause and estimated restoral time• Survey customers who received outage alerts• Analyze results, including drill-down sentiment by geography

Results:• 90% listen to the entire outage notification• Reduction in the number of inbound calls• 75% surveyed report they had an improved outage experience

Presenter

Presentation Notes

Outbound cloud-based deployment. This Genesys client is one of the largest combination natural gas and electric utilities companies in the United States, providing service to approximately 15 million people in northern and central California. They turned to Genesys to implement a cutting-edge outage notification program to proactively alert and update customers experiencing service interruptions. A key requirement was the ability to quickly send a large number of notifications as well as the ability gauge customer sentiment towards the program Genesys Outbound integrated with our client’s Outage Management System so that they could quickly notify thousands of customers per minute via Outbound IVR. The outbound IVR message also asked customers to provide their preferences of follow-up alerts (ie: yes/no; Text/Voice; Daytime/ After Hours updates), including cause and estimated restoral time We also send a follow-up survey to customers who receive outage alerts via Outbound IVR.... Working to expand that to text later in the year. The surveys helped Genesys prove the value in the program and the positive customer sentiment was a key factor in moving past pilot and onto full rollout. Great stats to share: 90% listen to the entire outage notification Reduction in the number of incoming calls 75% surveyed report they had positive opinion of the outage communications So overall, this is a great story of how timely, relevant, and personalized alerts result in not only an improvement in customer satisfaction, but also a reduction in incoming calls from angry or uninformed customers.

Monitor and Measure the Journey


Journey Monitoring Brings the Journey to Life



System Of Engagement


Customer

Company

Presenter

Presentation Notes



Cloud Hybrid On-Premises

Customer Experience Platform

Omnichannel Contact Center 101: Four Practical Steps to Get There!

Technology

Transcript of Omnichannel Contact Center 101: Four Practical Steps to Get There!