Seamless Cross-Channel Customer Service
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Seamless Cross-Channel Customer Service
Genesys In Action Webinar
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2
Presenters
Dan StoopsSolution Manager
Genesys
Chris EnglandSr. Director Product Marketing
Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
Agenda
• The Cross-Channel CX Challenge• The Opportunity• Delivering a One-to-One Customer Experience• Demo – Genesys LIVE in Action• Key Takeaways• Q&A
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
The Old Days of One-to-One Customer Service
Once upon a time customer service was personalized...
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
The Challenge Today
Non-operational customer insights
Siloed business units
and departments
Discontinuous and impersonal conversations
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Fragmented Customer Experience
•Traditional Model Organizational Centric •New Model Customer Centric
Reta
il Ba
nkin
g
Mor
tgag
e
Full-
Serv
ice
Brok
erag
e
Inve
stm
ent M
anag
emen
t
Hom
e Eq
uity
Cred
it Ca
rdProducts and Channels
Customers get what you can sell them
Checking
Savings
BrokerageMoney Market
Mortgage
Products
Channels
Customers
AgentBrokerAdvisor
Call Center Internet
Mobile
Customers
Customers get what they want
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
The Opportunity
2008 2012
Touch Point Explosion
Cust
omer
Sati
sfac
tion/
Expe
rienc
e
TransformationOpportunity
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8
Customer Effort Matters
•Of customers with low effort will repurchase
CUSTOMER CONTACT COUNCIL R
An excerpt from Shifting the Loyalty Curve
Mitigating Disloyalty by Reducing Customer Effort
96%Of customers who put forth high effort to resolve their issue are more disloyal
88%Of customers with low effort increase spend
94%
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Impact of Customer Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
One-to-One Conversation
One Company One CustomerOne Conversation
• Use customer insights & context to dynamically personalize interactions • Orchestrate customer-facing processes and associated back office work • Deliver a continuous conversation across all touch points and channels
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
One Conversation Across Multiple Channels
Web
Contact Center
Mobile
In Person
Social
Navigation
Talk
Chat Question
Verification
Expertise
Talk
Consultation
Tweet
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Genesys Platform
Delivering a One-to-One Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
Genesys Conversation Manager
E-mail3rd Party
Media
ChatCallback
Co-Browse
SMS/MMS
Captures channel activityUnifies conversation
Captures channel activityUnifies conversation
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14
Demonstration – Blue Sky Airlines
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15
What Did We See?
• Continuous One-to-One Cross Channel Conversation• Tweet - Chat - Web - Mobile - IVR - Agent (email, SMS)• Consistent and Contextual• Progress and Resume across every channel• A differentiated Customer Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16
Takeaways
Cross-channel with Conversation Manager• Works with existing systems including CRM• Business Rules maintained by Business • Enables Information Sharing across Multi-Channels• Lowers Customer Effort• Improves Operational Efficiency
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17
One-to-One Customer Experience Today
Conversation Manager enables you to make it personalized once more...
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18
Ask the Experts!
For more information, please visit
www.genesys.comEmail us:
enterprise.programs@genesys.com
Dan StoopsChris England
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.19
More resources on www.genesys.com
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20
More resources on www.genesys.com
Upcoming and On Demand Webinars
2013 Gartner Magic Quadrant for Contact Center Infrastructure
Forrester Whitepaper: Navigate the Future of Customer Service
Ovum Whitepaper: Prepare Contact Centers for the Future with SIP
Thank You for participating!
For more information, please visitwww.genesys.com/products
Email us:
enterprise.programs@genesys.com
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