Take Back Control of Your Future: A Practical Guide for Your ACD to Omnichannel MigrationGuillaume Calot, Genesys

Frenche Gilbert, Blue Cross-Blue Shield of North Carolina

Chris Madden, Sasktel

Patrice Tanguay, Transat

Once upon a time……in the peaceful world of ACDs

Infrastructure

Routing

Did you see it coming?

Routing

Digital

CX

Branch

BPOs

PBXACD

UC

Cloud

Infrastructure

Routing

Frenche Gilbert

• 7yrs IT/11yrs Call Center• Vendor Manager• Effectively create change and ultimately

serves my internal and external customer• Avid Golfer and Runner

Your Photohere

• Largest Insurer in NC, ACA in all 100 counties

• Strategic CX objectives: Provide more streamline self service CX for our members

• Core Member Strategy and Design• Name of our project is TREX (Telephony

Redeployment Exchange)

• What: Implementation of Genesys PureEngage Cloud Solution(IVR, Call Routing, WFM, Call Recording)

• When: July 31st 2017 end date of deployment

• How: Genesys Call Center for Cloud

Blue Cross-Blue Shield of NC

Background

Genesys project

Mission

Chris Madden

• 10 years at SaskTel, 4 years with CC related experience

• Business Solutions Mgr - CCT• Customer Experience, Production

Support• First time at CX17

• Leading ICT Provider in Saskatchewan• Founded in 1908• “CX First” – Company priority• Working towards complete Genesys

omni-channel environment

• Manage IT resources• No Sev1s in our first implementation

week!

• What: Migrate PBX to SIP-based Contact Center. Complete replacement of entire solution.

• When: Implemented April 23, 2017• How: PureEngage premise TServer to SIP

Server, Genesys PS

Sasktel

Background

Genesys project

Mission

Patrice Tanguay

• +20 years in contact centers• Director – Telecommunications• Managing LAN / WAN / MAN & CC• Formerly President of Avaya Quebec

User Association & Managing member of ININ Canadian user group

• One of the largest international tour operators specializing in holiday travel and active air transportation, accommodation, travel packaging and distribution

• Based in Montreal, 5,000 employees • 50+ destinations in Europe and South

• Wrote the RFP• Visited all manufacturers • Made final recommendation• Return trip from Indy …

• What: replace telephony infrastructure & reduce our maintenance & service costs

• Optimize our customer interaction with new Omnichannel functionalities

• PureConnect premise• RFP December 2014. 1st deployment in

Europe August 2015 until July 2016

Transat

Background

Genesys project

Mission

Ignite Choose Secure Migrate Evaluate

Panel discussion

© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

GENESYS

PUREBRIDGE

PROGRAM

The Genesys PureBridge program

PureBridge is designed to help companies move from legacy to next gen Omnichannel CX

The program is targeted at:Individuals – migrate skills and future proof their careers

Companies – to migrate their CX estate

Accelerate the adoption of, and migration to the Genesys CX Platform

PureBridge Components

TRAINING COMPONENT• Creates expanded

understanding of CX and its applications within an enterprise

• Develops CX advocates who can champion the migration from legacy to Omnichannel CX

ASSESSMENT COMPONENT• Quantifies current state of

company’s CX estate• Provides gap analysis of current

state against desired future state• Creates SMART use cases,

migration options, blueprints, realization benefits

PureBridge Assessment

PureBridge Assessment – Workshop #1

PureBridge Assessment – Workshop #2

Design assessment: migration strategy

Applications4 Use cases

BusinessSolutions

3 Business CustomerEngagement

ACD

2 Delivery modelPremiseNew

Platform

1 CommunicationsEnterprise

CollaborationTelephony

• AT CX17: Introduction to SMART use cases• Step by Step Guidance

• Implementation Best Practices

• Rapid Time to Value

• Benefit Benchmarks

• WHEN YOU ARE BACK AT THE OFFICE• Ask for your personalized PureBridge assessment

NEXT STEPS TO OMNICHANNEL