7 Blueprints to Contact Center Modernization

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Seven Blueprints for Contact Center Moderniza6on • eBook


Blueprints for Contact Center Moderniza6on Series

1.  Replace Your ACD

2.  Add Digital Channels to Enhance CX Quality

3.  Leverage Speech Analy5cs for Quality Management and Compliance

4.  Op5mize Your Contact Center Rou5ng For Improved CX

5.  Virtualize Your Contact Center and Reduce TCO

6.  Safely Navigate Contact Center Compliance

7.  Deliver Op5mal Contact Center Services From The Cloud

Build Your Contact Center for the 21st Century

These Seven Blueprints For Moderniza5on Will Elevate Your Customer Experience to the Next Level


Moving from a call center to a Contact Center

Seven Blueprints to Modernize Your Opera6ons

Many organiza5ons have iden5fied the need to move away from their exis5ng closed, proprietary call center infrastructure to a modern, mul5-‐channel Contact Center that meets the needs of the 21st century customer.

To do this, organiza5ons need to transi5on away from tradi5onal digital switching pla\orms such as ACD and PBX to an IP-‐centric solu5on – which can drive greater business value, improve agent produc5vity, virtualize agent resources, reduce infrastructure costs and, above all – improve the customer experience (CX).

This eBook will help you evaluate seven poten5al areas of Contact Center moderniza5on – based on best prac5ces and industry recommenda5ons – to provide the best return on investment for your business while delivering great customer experiences.


Top Drivers for Modernizing the Contact Center

• Why improve CX? The top three reasons why businesses proac5vely manage and invest in customer experience are:

1.  Improve customer reten5on (42 %)

2.  Improve customer sa5sfac5on (33 %)

3.  Increase cross-‐selling and up-‐selling (32 %)

Addressing each of these reasons can posi5vely impact bocom line revenue

Improve Customer Sa5sfac5on 33%

Improve Customer Reten5on

42% Improve

Cross-‐selling and Up-‐selling 32%

Source: Aberdeen


1. Replace Your ACD

In addi5on to simplifying the addi5on of new channels, replacing your legacy ACD with a SIP-‐enabled IP Contact Center allows organiza5ons to virtualize resources across the customer service chain.

A SIP-‐enabled IP Contact Center solu5on makes IP transforma5on feasible and enables IP ACD services independent of the telephony switching environment.

A voice/data convergence project creates an ideal opportunity to produce a highly efficient and op5mized data network capable of running all voice and data across an enterprise


Today, open standards-‐based SIP/IP solu5ons are rela5vely lower in cost, more feature rich, and highly customizable to meet the stringent business requirements of many company’s and brands today.

Overall companies have seen savings between 25% and 60% when they merge their voice and data networks to SIP.

Contact Centers that have already invested in PBX infrastructure can s5ll leverage the exis5ng Exchange, while also implemen5ng open standards-‐based IP components to introduce innova5ve Contact Center func5onality.

1. Replace Your ACD

Ticketmaster’s contact center was in need of a complete technology overhaul, elimina5ng the separate ACDs that were reaching end-‐of-‐life, at capacity, expensive to maintain and becoming cumbersome to our delivering world-‐class service to our fans. Elizabeth Goco Senior Vice President Global Contact Center Technology

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2. Add Digital Channels to Enhance CX Quality The number of customer interac5on channels has increased drama5cally due to the adop5on of Internet-‐based technologies

When each channel has its own silo, it’s also impossible to provide an excep5onal customer experience across the end to end journey. Agents have to hunt through mul5ple tools to try and find the customer’s history.

Because management and repor5ng are also done in silos, companies don’t get a solid ROI for the money they spend on digital channels.


2. Add Digital Channels to Enhance CX Quality

Siloed repor5ng also makes it difficult for management to get insight into the overall customer experience, understand issues and staff training needs, and have the agility and knowledge to solve them.

Adding new digital channels to your Contact Center opera5ons can be a challenge – but it doesn’t have to be.

The seamless merging of channels using an open standards pla\orm allows businesses to understand the customer journey in greater depth and provide brand consistency and agent efficiency to becer meet the customer need.

We can now manage all our customer interac5ons from one place, no macer which channel the customer uses. We can also migrate customers between channels according to their customer segment, allowing us to reduce costs. Jonathan Ng, Technology Manager for Sales Solu5ons News Limited

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3. Leverage Speech Analy6cs for Quality Management and Compliance

To get a more realis5c view of agent quality and compliance, you would need more staff to manually process and analyze the full volume of interac5ons – greatly increasing your opera5onal cost.

Tradi5onal speech analy5cs solu5ons are onen based on phone5c-‐detec5on engines, which are not accurate enough for successful determina5on of phrases and leads to many misinterpreta5ons, compliance viola5ons and “false-‐posi5ves”.

This inaccuracy results in a lack of ac5onability and increased manual work for your opera5ons and quality teams.

Analyzing customer interac5ons to drive becer business outcomes can be an expensive and 5me-‐consuming task


3. Leverage Speech Analy6cs for Quality Management and Compliance

The adop5on of digital channels puts more emphasis on the requirement to be able to analyze both voice and text oriented interac5ons like email, chat, Twicer and Facebook. Using automated speech and/or text analysis means that compliance or customer sa5sfac5on issues can be detected proac5vely and delays in detec5on greatly reduced.

The detec5on of par5cular phrases is key for automa5cally triggering pre-‐configured workflows that carry out follow-‐on ac5ons with agents, management or customers.

These “event-‐triggered” workflows could address any number of areas including regulatory compliance, customer churn, customer sa5sfac5on and sales, greatly reducing the workload on your QM and compliance teams.

Speech Analy5cs and analy5cs-‐driven coaching helped us significantly improve our First Call Resolu5on rate. Pamela Cook Quality Coach Ceridian Corpora5on

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4. Op6mize Rou6ng For Improved CX Each 5me a customer contacts your organiza5on, you must determine the best possible treatment that matches their intent and value to the organiza5on

You need to balance rou5ng strategies against your business or service level objec5ves, as well as real-‐5me resource availability across both your front and back office opera5ons.

Ul5mately, rou5ng helps your organiza5on reduce opera5ng costs, leverage economies of scale and increase your ability to deliver on service level objec5ves.

When designing the customer experience, a solu5on that allows you to build intelligent business rules into your rou5ng strategies is key to driving a great customer experience and to ensure your organiza5on meets its business goals.


4. Op6mize Rou6ng For Improved CX

With some queue-‐based rou5ng approaches, all agents assigned to a queue are treated with equal weigh5ng – with emphasis on finding the first available agent within the required service level 5meframe. However, queues have some scale and management limita5ons and are not suited for larger organiza5ons with a wide range of agent skills and mul5ple channels.

“Direct to Agent” consistently selects the right agent the first 5me and leverages detailed customer context to route – with con5nuous priori5za5on based on available agents and their associated skill sets.

To meet and exceed key business objec5ves such as first contact resolu5on (FCR), improved comple5on rates or up-‐sell and cross-‐sell scenarios -‐ each customer must be routed to the best available agent the very first 5me.

Thanks to Genesys, we’ve reduced our ‘average speed-‐of-‐answer' by thirty seconds. In our business this is a big deal ― a classic win-‐win, both for the corpora5on and our customers. Thomas Henkel Department head for Contact Center Opera5ons Vodafone

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5. Virtualize Your Contact Center and Reduce TCO

To overcome these challenges, many companies are virtualizing their Contact Centers to take advantage of their distributed and varied workforce.

Unlike legacy call centers where tradi5onal ACD and PBX hardware must be located near the agents who deliver the service, IP Contact Center solu5ons can be consolidated into a data center or private cloud. This can include the front office, back office and branches, in addi5on to outsourced resources.

Ensuring that your business has sufficient Contact Center staff properly trained and posi5oned to handle a wide range of customers across different 5me zones can be challenging


5. Virtualize Your Contact Center and Reduce TCO

The virtualized approach to a Contact Center deployment provides a flexible path to maximize efficiencies and incrementally improve Contact Center performance. This can reflect the ebb and flow of the business and its day-‐to-‐day requirements. Through increased agent u5liza5on, your opera5on scales to handle a higher volume of customer inquiries more efficiently. Your customers realize a becer experience as hold 5mes are reduced or eliminated through virtualiza5on, as becer connec5ons to more resources will op5mize your rou5ng. As an added benefit, virtualiza5on provides a flexible path to maximize efficiencies and incrementally improve overall service level performance – and it also allows you to remove local PBXs and ACDs, further reducing your total cost of ownership (TCO).

Thanks to the Genesys suite, we can offer all of our customers the high levels of service they expect, and the solu5ons have delivered a rapid return on investment. Thomas Henkel Department head for Contact Center Opera5ons Vodafone

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6. Safely Navigate Contact Center Compliance Compliance within the Contact Center is mul5faceted and can span regula5ons for different countries, regions and the industries they serve

From mul5ple Federal, State and specialized Do Not Call requirements, to maintaining the integrity and security of credit card data, protec5ng sensi5ve healthcare informa5on and consumer protec5on legisla5on regulated by the FTC and FCC – compliance can be a daun5ng task.

If your Contact Center does not have wricen processes and procedures, agents properly trained – with requisite monitoring and enforcement – you do not have a compliance program.

Compliance is playing a larger role in Contact Center performance than ever before and fines for viola5ons can be significant. Damage to your brand could be extensive enough to give your compe55on a significant advantage.


6. Safely Navigate Contact Center Compliance

No organiza5on possesses the resources to fully audit their compliance requirements and obliga5ons. When dealing with compliance, heavily regulated businesses must take every customer transac5on seriously to mi5gate risk.

Implemen5ng the right solu5ons will help minimize the exposure to possible viola5ons, in addi5on to providing a best-‐in-‐class customer experience.

Genesys has allowed us to build a highly responsive and fully compliant customer service environment, which is delivering excellent quality of service to our customers. Chris Jones, Finance Director, Welsh Water

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7. Deliver Op6mal Contact Center Services from the Cloud

With sonware-‐driven IP technology, the Contact Center infrastructure, sonware, and applica5ons can be located in a data center – separate from agent loca5ons – as either a hosted, hybrid or on-‐premises solu5on.

This makes it feasible to virtually centralize mul5ple sites across your company or when using outsourced services, effec5vely consolida5ng and managing all of your available resources in one virtual Contact Center.

Contact Center opera5ons from the Cloud increase speed of implementa5on and drama5cally reduce infrastructure costs


7. Deliver Op6mal Contact Center Services from the Cloud

The choice of solu5ons invariably depends upon the size of an organiza5on, the type of data stored (from a regulatory perspec5ve), the number and loca5on of agents, and the different types and volume of customer interac5ons predicted.

Whatever the decision, cloud-‐based Contact Centers increase the speed of adop5on and drama5cally simplify infrastructure requirements, enhancing opera5ons to include branch office expansion, home agents, service hos5ng, outsourcing, high availability, and disaster recovery op5ons.

We were saving a minimal amount a couple of years ago. Now we’re well into a million dollars of annual savings per brand. John DiBrango Channel Management and Governance Director AstraZeneca

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Genesys is a leading provider of mul5-‐channel customer experience and contact center solu5ons. With over 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interac5ons every day across the contact center and back office. Genesys helps customers power op5mal customer experiences that deliver consistent, seamless and personalized experiences across all touchpoints, channels and interac5ons.

Each of these seven recommenda5ons to modernize your Contact Center will help speed implementa5on when adding new channels, rou5ng customers becer to improve FCR and managing your virtual team of resources wherever they may be located. Understanding customer interac5ons in depth will allow you to make informed decisions and enhance the customer experience.

Combined, they will allow you to design and implement a con5nual process of improvement to op5mize the workforce with regards to quality and compliance, reduce costs and streamline the overall customer journey.

Date post:	09-Jan-2017
Category:	Technology
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