Getting SMART in Where to StartDAMIAN KELLYVP, SMART Center of Excellence

Beginning your journey …Consistent Defined DifferentiatedRandom

• CX same level with each channel• Maintain control of CX with core planning• Focus on KPIs, Quality and Costs• WFM is with tools for specific channels• Quality Management is subjective

• Actively planning CX and integrated cross channel experience

• Using Analytics to drive CX strategy• Measuring CX with NPS, CES, and Quality• WFM is fully integrated cross channels• Quality Management is automated

• Aligning Brand Values and Customer Needs

• Full Omni-Channel & managing customer journeys

• Leverage Analytics for Customer Engagement & Employee Engagement

• Journey based planning based on CX routing and agent competency based scheduling

• Quality management is fully integrated with planning and execution phase

• No consistency in CX• No consistency in channel Interactions• Organizations are in “Crisis” mode• Manual Planning/Scheduling

With you every step of the way

• SMART is unique and global expertise• Business outcome focused

• Accelerating time to value

• SMART is simplicity to empower you• Product and services best practices

• For Business and IT

• SMART is repeatable & predictable success• 40+ use cases

• Consistent – Defined - Differentiated

Let me introduce …

SMART is …

adding value to every customer interaction, whatever the channel

investing in employees to deliver better customer experience

improving business results while improving the customer experience

CUSTOMER ENGAGEMENT

EMPLOYEE ENGAGEMENT

BUSINESS OPTMIZATION

SMART is …

Connecting inbound interactions to the right resources

Skills … not queues

Skills-Based

Routing

Queued Call

Distribution

Target the right

resources

Added calls to

queues

Best available Next available

Direct the work to

the people

Assign the people to

the work

Flexible, extensible,

personalized

Limited, silos,

cumbersome

Vs

The queue-maker’s quandary

Sales

Service

Billing

The queue-maker’s quandary

Sales - English

Sales - Spanish

Service - English

Service - Spanish

Billing - English

Billing - Spanish

The queue-maker’s quandarySales – English - Consumer

Sales – English - Business

Sales – Spanish- Consumer

Sales – Spanish - Business

Service – English - Consumer

Service – English - Business

Service – Spanish- Consumer

Service – Spanish - Business

Billing – English - Consumer

Billing – English - Business

Billing – Spanish- Consumer

Billing – Spanish - Business

Location

The power of skills

ChannelExperience Level

Knowledge

Certification

Authorization

Training

Language

SMART is …

Moving Beyond Cold Calling in Outbound Communications

SMS reminders for replenishments

Many customers responded very positively with feedback such as “OK, thanks for reminding me,” “Thank you very much,” and “Thanks so much!”

Challenges Increase on-time replenishment rates by pre-paid

customers Avoid interruption in service Reduce potential to churn

Solution Send SMS alerts three days before replenishment due date Personalized the message with the customer’s bill date

Results 100% increase in on-time replenishment of pre-paid cards Improve customer satisfaction - > lower churn

Replace manual dialling with IVR

“Genesys has helped the City of Edmonton improve our collections revenue by over $600,000 per year.”

Shafiq IslamCollections Manager, City of Edmonton

Challenges City relies on agents to collect on overdue bills 50-75% of agents’ time is spent on manual call attempts Only 13% of calls reach a live party

Solution Replaced manual dialing with outbound IVR Verify right-parties, soft payment reminder, prompt to

connect Wrong and disconnected numbers excluded

Results 700% increase in contact rates versus manual dialing Significant increase in agent productivity 16% increase in payments collected

Automate simple outbound tasks

Challenge Need to increase activations of credit cards mailed to

consumers

Solution Create a multi-pass outbound IVR strategy for credit card

activations

Results 360% lift in new credit card activations 300% lift in reissued credit card activations

SMART is …

Effectively Identifying and Verifying Customers in IVR

Everything starts with identification

BASELINE IMPROVED OPTIMIZED

◉ Saving seconds on every call

◉ Giving customers the choice to self-serve

◉ The power to personalize on every interaction

Riding the self-service wave

VOLUME OF SERVICE INTERACTIONSHANDLED

2016 2017 2018 2019 2020

Voiceself-service

Visual IVRWeb self-service

ChatSMSMicroApps

Multi-modalMessaging as service

Text AnalyticsNatural Language

Intelligent AgentArtificial intelligence

Internet of ThingsSelf-healing systems

ONE ENGINE, MULTIPLE PRESENTATIONS & PERSONAS

SMART is …

Engaging employees in the improvement of customer experience

Welcome to Workforce Optimization

Interaction

Analytics

Interaction Recording

Workforce Management

Training Manager

Quality

Management

Genesys CX Platform

Reporting and Analytics

Performance DNA

For the record …

RECORD PROTECT ASSURE

COACH ANALYZE UNDERSTAND

Improve agent effectiveness and satisfaction

Gather customer experience insights

Improve sales effectiveness

Eliminate business risks

Understanding customer needs

24

The gateway to understanding

SMART is …

Optimizing agent utilization with planning & scheduling

The power of a plan

Meeting Service Level

Commitments and Improving

KPIs Across Channels

BoostingPerformance

Reducing Costs with

Improved Operational

Efficiency & Control

Tackling Costs

Increasing Employee

Satisfaction and Reducing

Turnover

Improving Productivity

Bye, bye spreadsheets!

The SMART way to success

• CX Maturity Model• To guide you along the right path

• Business use cases• Steps to success

• Architecture Blueprints• Technical assurance you need

“A journey of a thousand miles,

begins with a single step”

千里之行, 始於足下

Laozi, 604-531 BCE

Make your next step a SMART one

• Download the Use Cases• Direct from your CX17 Mobile App

• Take the CX Maturity Challenge• Visit the booth in the Partner Pavilion

• Arrange a Discovery session• Talk to your Account Manager

Thank you.damian.kelly@genesys.com

+44 7792 803031

Twitter: @damianjjk

Where to next

Today at 4.15pm Where

Getting Skills RightWhite River

Ballroom G-H

Is Your Workforce Ready to go OmniChannel? Grand Ballroom 10

Getting Huge Returns on a Smart CX Strategy?White River

Ballroom D

Tomorrow at 11.00am Where

Texting’s Not Just for Teenagers – The Power of Proactive SMS Room 101

Integrated Benefits – The Genesys Recording Ecosystem Grand Ballroom 10