Seamless Cross-Channel Customer Service

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:

[email protected]

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

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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:

[email protected]