Genesys 8: To the Future, and Beyond!

Liz Osborn, Senior Director, Product Marketing Liz.osborn@genesyslab.com @lizobiker

Right Experience, Right Channel, Right Time

Excellent customer experiences are good for business

1,400

1,300

590

452

307

252

70

31

Hotels

Wireless Svc Prov

Airlines

Insurance

CC providers

Banks

Health Insurance

Retailers

Total annual revenue impact (in USD millions)

Source: Forrester Research, Q4 2011

5 5 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Source: Forrester Customer Experience Index, 2011 & 2010

6 6

Change

68%

60%

54%

37%

20%

25%

19%

69%

55%

55%

19%

1%

Phone live agent

Web Self svc

Email

Chat

SMS text

Screen share

Twitter 2009 2011

Shift in customer service channel preferences

Source: Forrester Research, 2011

7 7

8 8 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

9 9

Phone

Consumer

Banking

ACD

Business

Accounts

Credit Card

Sales

IVR

Chat

Email

Web

Text Mobile App

Social

Media

Conversation Management

Centralized Role Based Control

Chat Work item

Text Mobile

App Inbound Phone IVR Email Web

Proactive Contact

Social Media Outbound

Genesys CIM Platform

11 11

What’s New, What’s Cool in 2012

Genesys 8 Suite: Platform

Hosted Provider Edition

Genesys SIP Server

Genesys CIM

Universal SDK’s

Administrator Extensions

Interaction Workspace

Gplus Adapters Genesys SIP CC

Genesys Voice Portal (GVP)

Pre-Defined Template Support

Conditional Variables

Granular Role Based Parameter Control for Business User

Integrated Audio Resource Management

Genesys Administrator Extension

15 15

Genesys SIP Contact Center

Virtualize Customer Services

• Virtualize CC operation • Intelligent routing • Unified mgmt & reporting

• Open & standards-based • Foster service innovations • Investment protection

Innovate for Growth

• No CC-PBX or ACD required! • 100% software • IT friendly solution

Simplify CC Infrastructure

ACD CC-PBX

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Up to 1000 agents Premise-based PBX-less Best-in-class TCO Genesys Best Practices included

Genesys Solution

18 18

Looking Ahead: Platform

• IP Telephony Functions

•Simplified Installation,

Configuration, Migration &

Customization

•Emphasis on Lowering TCO

•Simplified Administration &

Operations Capabilities

Channels and Conversation

Conversation Manager

Genesys Rules System Context Services

Conversation Manager: Genesys Rules System

G8 Suite: Channels

Inbound Voice

Outbound Voice Proactive

Notification

Web Customer Service

Social Engagement

Mobile Engagement

iCFD

Web Engagement

Track relevant customer activity on

your web site

Take action with customer in real time

or at a later date

Use business rules to trigger action • Activity • Value • Products

23 23

Genesys Mobile Engagement

Genesys links mobility to customer service

• Offer single-touch escalation to service from a mobile app

• Sustain accurate context between channels

• Know preferences and history to personalize the experience

Enabling companies to differentiate their brand

24 24 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Looking Ahead: Channels

Genesys 8 Suite: People

Genesys WFM Training Manager

Skills Assessor

Genesys WFO

UC Connect

iWD

intelligent Workload Distribution (iWD)

Manage Workload Manage Workforce Manage Performance

Increased utilization of

workforce and better

SLA adherence

Continuous

improvements with

informed insights

Proactive management

of knowledge in the

organization

Looking Ahead: People

• Speech Analytics

• Mobile agent, supervisor,

administration, operations and

knowledge worker applications

• Extended and adapted WFO algorithms

into the enterprise

Genesys 8 Suite: Insights

Interactive Insights

Advisor Info Mart

Advisor: A Real-Time Management Solution

Brings data together Real-time visibility across

multiple operations & channels,

Personalized by user

Enterprise-wide visibility of

complex operations

Take action Re-skill agents,

Record actions,

Take your answers with you

Understand and correct

problems in real-time

Provides useful answers Business context,

Root-cause analysis,

Correlation with WFM plans

Faster awareness of

operational deviation

Contact Center Advisor-Mobile Edition

Looking Ahead: Insights

• Web based, real time, thin client

reporting tool

• Interactive dashboards

• Common metadata layer

• Conversation Reports

• All answers anywhere

• Path and trend analytics

• Immersive visualization

33

Web Engagement Knowledge Supervisor Workspace UI evolution GAX SIP PBX enhancements Mobile across channels

Tomorrow Speech analytics Predictive analytics Path & trend analytics Phase 1 common data model WFO app integration

Beyond Mobile Engagement PBX Less CC UI consolidation Rules Multi Media IWS System requirements

Today

Genesys Performance Management Vision

Knowledge Management Vision

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Enterprise-facing channels & applications

Consumer-facing channels & applications

Mobile

Social

Media

Web

Phone

Communities

Mobile

Back Office

Contact Center

Communities

Genesys Knowledge

IVR

?

?

? ?

?

?

38 38

Genesys 8 Brings it Together with Conversations

PLATFORM

INSIGHTS

CHANNELS social

mobile web

contact center

PEOPLE branch office

knowledge worker back office

contact center agents

CONVERSATIONS

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