Take the "Work" Out of Workforce Optimization

Take the Work Out of Workforce Optimization

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2

Today’s Presenters

Eric Tamblyn VP Global Innovations, Genesys

Simon Wright Solution Strategy Director, Workforce Optimization, Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Recent Survey from Strategic Contact, Inc. on WFO

Copyright © 2014, Strategic Contact, Inc. and Contact Center Pipeline


Is this you?

The opportunity to get

more value from WFO

tools is HUGE! It’s time

to revisit and refresh

what you’ve got, while

also making progress

toward what you need.

Centers do have resources

to use WFO tools and should

be able to make strides in

effective use and application

to business needs. Training

may be the secret to

success.

The “traditional” WFO tools

have a strong base. Centers

are eager to pursue more

advanced WFO solutions to

deliver greater value to

the center and the

corporation.

Many centers are ready to

invest in

the triumvirate of

success— people,

process and technology.

Copyright © 2014, Strategic Contact, Inc. and Contact Center Pipeline


Announcing Genesys Guru


Guru + Genesys WFO … the winning team!

+ =

Our Genesys Guru managed services in the

cloud team

Working with your Genesys WFO solutions and

planning/analytics team

CX+

Deliver even more business benefits from your Genesys investment and power better

customer experiences


Overview

For a few thousand $ a month you can get: A multi-million $ investment in expert trained

resources: planners, analysts, consultants

Global shared expertise, best practice & knowledge in your industry

Maximum benefit from your Genesys Workforce Optimization solutions

Lower cost & faster time to full benefit - whilst overcoming the big problem of finding/hiring/training the right expertise

Choose the right package(s) for you to get as little or as much support as you need - when you need it, where you need it


Connected together our Hubs will create the world’s largest global network of Workforce Optimization expertise, best practice & managed services in the cloud...

Genesys Guru for Speech Analysis… data science & analytics in the cloud


Two entry level packages for Analysis

OR

STANDARD PLUS


Two Smart Enablement Packages

$11K pm $20K pm

STANDARD PLUS

12k pm 25k pm


Additional performance package options…

In addition to the two Smart Enablement packages customers can add one or more performance packages:


Guru can change the way you work


CX assessment

Pre-packaged, fixed price interaction analytics solution

No customer resources required – but we need your recording data in the right format, right integrity etc

We upload set amount of recording data (e.g. X million minutes of Y call types over Z months) into Guru cloud analytics solution

We analyze the results and present them back to you

Guru Planning… help when you need it, where you need it


Planning package options


Administration package (example)


Forecasting package


Scheduling package


The Future…


Guru Apps & data science will unlock your CX code


Guru Solution Apps


Interaction recording


Dynamic PoS prompts


Store + CC correlation


In-store ask the expert


Guru “Bridge” support program to help you get started

For a limited time customers can purchase 90-180 days of Genesys Guru to support their new Genesys WFM or

Speech Analytics solution implementation


One-off free assessment

Value $100k

90 day trial Value $50k

www.surveymonkey.com/s/Speech-Analytics

www.surveymonkey.com/s/Genesys-WFM-Guru

A Chance to Have Our Gurus Work For You! FREE!

Fill out one of our surveys and be entered to win!

https://www.surveymonkey.com/s/Speech-Analytics



thank you

Take the "Work" Out of Workforce Optimization

Software

Transcript of Take the "Work" Out of Workforce Optimization