Top Five Reasons Your Legacy Call Center’s “End-Of-Life” Doesn’t Mean the End for You
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Transcript of Top Five Reasons Your Legacy Call Center’s “End-Of-Life” Doesn’t Mean the End for You
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Top Five Reasons Your Legacy Call Center’s “End-0f-Life” Doesn’t Mean the End for You
Important Migration Considerations When Modernizing Your
Contact Center to Enable Omnichannel Customer Experience
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Call Centers to Contact Centers to Engagement Centers
Limited Options and Call Centers Flourish
Add “Company Brochure” Websites and E-‐Mail Support and
Siloed Customer Touchpoints Makes CX Problematic
Multiple Channels Available with No Integration
Call Center Augments Branch/Store
Aspire to Managed Journeys ?
1990’s
2010’s
2000’s
TODAY
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Customer Satisfaction Issues
46%prefer the
phone for more complex issues
America Express
66%switch
companies due to poor service
Accenture
84%last customer service did not exceeded their expectations
Harvard Business Review
56%have to re-‐
explain an issue with customer
service
Harvard Business Review
58%are willing to
spend more with companies that provide excellent customer service
American Express
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Dated Technology Creates Customer Experience Issues
• Disconnected experiences • Transfers, holds • Repeat contacts • Wasted time • Increased frustration • High maintenance and upgrade costs
• Lack of innovation and omnichannel vision
• End-‐of-‐life and questionable vendor future • Long term financial viability
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Growing Pressures On IT Directors and Architects
• Complex omnichannel business needs
• Mission-‐critical applications • Time-‐consuming, difficult upgrades and migrations
• Legacy technologies fall short
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It’s Time To Replace Legacy Call Centers
• Infrastructure at, or reaching end-‐of-‐life • Migrate to a digital infrastructure
• Solutions not meeting business needs • Transition to a future-‐proof foundation
• Excessive Operational Costs • Reduce support costs by consolidating onto a single system
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Organizational Readiness – Transition Step 1
Evaluate Where Your Organization Is Today and Where It Is Headed In the Future
• Premise, cloud or hybrid • Omnichannel • Customer journey • Automation • Distributed agents • New types of agents
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Legacy Systems and Integrations – Transition Step 2
Decide What Stays and What Goes
• Telecom infrastructure (TDM/VoIP)
• Specialized back-‐end systems for CTI
• Dashboards for data and reporting
• CRM—System of Record, System of Engagement
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Existing Contact Center Systems – Transition Step 3
Analyze Multi-‐Vendor Vs Consolidation
• Work Force Management and Optimization
• Work Flow Management and Automation
• Quality Management • Web Chat • Call Recording • Agent Desktop
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Employee Experience Strategy – Transition Step 4
Plan How to Attract and Retain the Best Agents
• Requirement for higher skill levels
• New attitudes about work and work environment
• Cost of turnover • Customer experience journey imperative
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Consumer Driven Requirements – Transition Step 5
Plan Ahead Plan to Support Consumer Driven Requirements
• Video • Mobile everywhere • Social media • Real-‐time community • Advanced self service • Knowledge management
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Omnichannel Engagement Center Approach
Branches
4. OPTIMIZE
ORCHESTRATION & ROUTING
Website
Voice
Chat
Mobile
Social
Systems of Record
1. COLLECT
ENGAGE WITH REAL-‐TIME NEXT BEST ACTION
3. ENGAGE
Systems of Record
Customer Engagement Profile and
Journey HistoryCONTEXT SERVICES
2. ANALYZE
BUSINESS RULES Analytics
Actionable Insights & Next Best Action
Predictions
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Routing WFM
Reporting
Single, Unified Engagement Across Voice and Digital
Customer Journey
Social
Chat
Outbound Voice
Inbound Voice
Back Office
PersonalizedEngagement
• Customer Intent • Employee Strengths • Low Effort Experience • Target Outcomes
Right Experience. All the Channels. All the Time.
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Deliver low effort, personalized customer experiences
Engage seamlessly across all touchpoints, channels and interactions
Maximize revenue and loyalty while minimizing churn and cost
The Bottom Line Infrastructure is Critical to Optimized Customer Journey
For Contact Centers of All Sizes
On Demand, Fast and Easy
Cloud
Packaged, Scalable Capabilities
Cloud & On-‐Premises
Fully Customizable
Cloud, Hybrid, & On-‐Premises
Omnichannel Engagement Center
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Focus and Success in Multiple Industries
• Banking • Retail • Insurance • Healthcare • Telecom • Government • Utilities • Travel and
Hospitality
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Analyst Recognition
•7 Years Running Contact Center Infrastructure MQ ✓ Leader Quadrant ✓ Visionary Leader
•2015 Leader in Contact Center Infrastructure MQ •2014 Challenger in Workforce Optimization MQ •2014 IVR Marketscope–Strong Positive–Best Score
•2015 Market Leader, CC & Software Infrastructure
•2015 Market Leader, Multichannel Cloud Contact Center
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“With a cloud contact center model from Genesys, we’ve been able to reduce maintenance expense, while meeting our global disaster recovery and business continuity requirements.”
Lee Congdon, CIO, Red Hat
Red Hat Industry Software Region Global
Challenges • Create true business continuity and high availability. • Connect regional contact center silos. • Support rapid growth. Solution Genesys Customer Experience Platform established a global voice queue for inbound calls providing a “follow the sun” solution to serve customers across all global regions throughout the day (including centralized routing, reporting, WFM and IVR.) This lays the foundation for future phases which will drive additional operational visibility and functionality such as a universal queue of customer interactions across all touch points and channels.
Results • Unmatched redundancy for business continuity. • Handle more volume with existing staff. • Ability to take calls in minutes (instead of days) in case of an outage. • Improved customer service by routing customers to qualified agents the first time.
Global voice queue supporting a unified, virtual team
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“Our Customers are shifting from voice to digital interactions. Omnichannel innovation gives customers easier ways to do business, like self-service and web chat."
Ender Durukan Senior VP, Contact Centers
Challenges • Meet the banking needs of a young, tech-savvy population • Differentiate the customer experience • Improve contact center sales and efficiency
Solution Using 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%
AKBANK Industry Banking Region EMEA
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