Getting Huge Return on a SMART CX Strategy · Standard SIP / IP based infrastructure . Increased Revenue Customer Retention from 33% to 89% *1 Omnichannel Customer Engagement YOY

Getting Huge Return on a SMART CX StrategyChristian KleinPrincipal Strategic Business Consultant EMEA

John ChunPrincipal Value Consultant

There is much more behind the scenes …

Business Case Calculation

Business Case

a 462 seats Contact Center(287 year-round and 175 seasonal in Q4 only)

moved from Nortel to Genesys Engage Platform

achieved a total saving over five years of

$26 million

Payback within: 3.84 Months

Benefits

Agent Productivity +27%

30 fewer FTE agents

SLAfrom 80/30 to 99/2

NPS +60%

Abandon Rate

- 85% to <0.4%

ASA- 93% from 22 sec.

to 2 sec.

AHTfrom 8.9 min.to 7.0 min.

Easier and more flexible up- and down scaling for seasonal agents

Agent labor costs savings over2.6 Mio. $ per year

Success Story

WHEN DO YOU NEED 1. Contact Center Modernization

(upgrading your contact center infrastructure by new capabilities)

2. Move from On-Premise to Cloud

3. Move between the product lines• Pure Cloud

• Pure Connect

• Pure Engage

Business Case

?

Business Case Essentials 1. Consider all the right factors based

on strategy.

2. Understand and fully account for baseline costs.

3. Completely account for the costs of the new contact center technology solution.

4. Clearly define benefits (efficiency, revenue and customer experience)

5. Execute on the savings you project.

6. Follow through to assess results after implementation.

ESTIMATED COSTS

(baseline and new)

• Setup, Implementation, Migration

• Software licenses

• Hardware

• Professional Services

• Connectivity

• Training

• Organizational Changes

One Time Costs (OTC)

Recurring Costs (Cost Drivers)

Tangible

Nontangible

• Maintenance and Training

• Operations, MACs(Internal, SaaS, Managed Services)

• IT costs to support the contact center: facilities, power, air conditioning, security measures, and the required IT resources.

• Change- and Vendor Management

• Periodic Event Costs (for patches, upgrades, hardware refresh, decommissioning and disposal of hardware)

Tangible Recurring Costs

Tangible

• Downsize / Upsize of functional modules (# agents, # locations)

• Future costs for update/upgrade of Customizations

• Costs of doing no regular upgrade / update

• Cost of Not-Running (System SLA)

Nontangible Costs

Nontangible

Cost of Not-Running (System Availability)Calculation Base:Agent Cost / hour =30 €Working hours / day = 10Working days / week = 6Working hours / year = 52

Agents

SLADowntime

Min / Year 50 100 250 500 1000

97,5% 13.140 117.000 € 234.000 € 585.000 € 1.170.000 € 2.340.000 €

98% 10.512 93.600 € 187.200 € 468.000 € 936.000 € 1.872.000 €

99% 5.256 46.800 € 93.600 € 234.000 € 468.000 € 936.000 €

99,5% 2.628 23.400 € 46.800 € 117.000 € 234.000 € 468.000 €

99,9% 526 4.680 € 9.360 € 23.400 € 46.800 € 93.600 €

99,99% 53 468 € 936 € 2.340 € 4.680 € 9.360 €

EXPECTED BENEFITS

(Examples)

Improved EfficiencyExperience

FCR AHT

SPEECHANALYTICS

Search

Categorization

Automatic Discovery

Knowledge ManagementOmniChannel Desktop

Virtual & Omni Channel Contact Center

Two-digits percentage increase of Agent Utilization is possible

webchat

email

call

CLO

SE T

HE

GA

P

Front Office Back Office

IWD (Intelligent Workload Distribution)

DCM (Dynamic Case Management)

Lower Infrastructure Costs

Up to 300 € savings per agent

by shifting your Contact Center infrastructure onto a software-based platform

Standard SIP / IP based infrastructure

Increased Revenue

CustomerRetention

from 33%to 89% *1

Omnichannel Customer Engagement

YOYRevenue

from 3.4%to 9.5%*1

*1 Aberdeen Group Inc.*2 per customer

YOY CostDecrease *2

from 0.2%to 7.5%*1

Greater contextualAwareness

WHO WHAT

WHEREWHEN

HOW

Intelligent Routing

We can much better tune and adapt our

Technology to support your Business

TECHNOLOGY

≠

TECHNOLOGY

We need to prove it

BUT

R O IRisk Of Inaction

SMART Use Case

CX Challenge

DemoUse Case Benefits Calculators and Benchmarks

Demo

• GenesysBenefits.com

• Username – SMART

• Password – Genesys2017

Demo

Services and Resources at a Glance

BenchmarkROI Models TCO Models

We can assist you with Financial Justifications, Analytics and Benchmark by offering assisted services and self-services tools

Calculators

Benefit Benchmarks

Every benchmark maps back to SMART use cases.

URL: http://genesysbenefits.com/Username: smartPassword: Genesys2017

TEI FORRESTER

www.genesys.com/tei-of-genesys

Next Steps To Increasing Value

Today or TomorrowOR TOMORROW◉ CX Challenge◉ Genesysbenefits.com◉ Visit our booths

When You Are Back at the Office

◉ Ask your Genesys AE about Business Consulting and FAST