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Call Centre Helper Skype and the Contact Centre 20 th March 2014 @ 1.00pm UK time Guillaume Calot, Strategic Business director – EMEA, Genesys
Call Centre Helper
Skype and the Contact Centre
20th March 2014 @ 1.00pm UK time
Guillaume Calot, Strategic Business director – EMEA, Genesys
© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Customer Experience
Channels Human-Assisted Touch points
Self-ServiceTouch points
Customer Journeys Customer-Facing Processes
Renew Service
Purchase
Onboarding
Account Change
Problem Resolution
Great CX Requires Managing All Touch points & Channels
Contact Centre
Store/Branch
Back Office
Direct to RepWebsite
Voice IVR
Mobile App
Marketing Promo Contract Renew
Order Entry
Order Fulfillment
Customer Maintenance
Case Resolution
Moments of Truth – Touch point Interactions
CRMCRM ERPERP BPMBPM
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4
Business to Business
Web communication
Mobile
Kiosks
TV, Gaming PC
Skype & Lync expand customer conversations……across channels and devices
CustomerChannels
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5
Customer Experience
Skype channels capabilities & benefits
Enterprise
PSTN, IP-PBX, Lync
Directory
Presence
IM
Voice (Skype Connect� Lync)
Video
Collaboration (Web App)
Conference
Voice/Video mail
‘JLink’*
Consumer
Click-to-call
Directory
Presence
IM
Voice
Video
Collaboration
Conference
Voice/Video mail
Web
MSFT roadmap*
Free 0800
Customer ID, call-back
Corporate social presence
Chat to voice/video*
IVR, Inbound, Outbound
Video IVR & Cust. Service
Web to IM/voice/video*
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6
Front-office Agent
BranchOffice
Home Agent
MobileWorkers
BackOffice
Lync enables enterprise workforce virtualization
EmployeeDesktops
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7
Contact Centres Branches, Experts, Mobile…
Screen pop and CTI
Routing
Qualification
Transfer withcontext
StatisticsReporting
Resources Virtualization benefits
PERFORMANCE
• Resources optimization• Consolidated view on customer’s experience• Business KPIs• Local delegation
QUALITY OF SERVICE
• Shorter queues• No calls lost• The best skill• First Call resolution• Upsell/Cross-sell
DEMONSTRATION
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9
Genesys enabled - Skype/Lync Contact Centre
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10
‘JLync’ preview (Lync 2014 Conference)
•From http://www.lyncconf.com
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11
Genesys & Microsoft Lync
LYNC
CONTACT CENTRE
FULL FEATURED SOFTWARE-BASED CONTACT CENTRE
� Supports Lync IM&voice + email, social, mobile, web, tasks…
� Inbound, outbound, proactive, IVR, intelligent routing
� Quality management, recording, WFM, reporting & analytics
� Native CRM integration: Dynamics or 3rd parties
� Flexible deployment: premise, hybrid Lync-SIP-PBX, cloud, SaaS
� Proven high scalability and reliability
SMART LINKTM
VIRTUALIZATION
ENTERPRISE-WIDE CUSTOMER SERVICE FOR BRANCHES, BACK-OFFICES…
� High-value & high-touch customer service outside CC
� Lync presence mapping & aggregation
� Interaction preview with attached data
� Intelligent & skill-based routing, smart group distribution
� Zero footprint, any voice connectivity
QUALIFIEDUCOIP PROGRAM – GENESYS OFFICIALLY SUPPORTED FOR LYNC
• Genesys qualified for Lync 2010 & 2013
• http://technet.microsoft.com/en-us/lync/hh972602
ROADMAPNATIVE UCMA ARCHITECTURE ENHANCEMENTS
• Support of video, collaboration, more Skype use-cases
• New integrated desktop
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12
Questions?
[email protected] Development Executive EMEA+44 1276 457000
[email protected] Business director EMEA
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13
Where Do You Start?
•Whitepaper & Brochures
•Realizing the Promise of Presence in the Contact Centre
•http://www.genesys.com/about-genesys/resources/realizing-the-promise-of-presence
•Genesys & Microsoft Lync
•http://www.genesys.com/resources/datasheets-and-brochures/genesys-microsoft-lync-voice-integration.pdf
•Genesys Smart Link
•http://www.genesys.com/resources/datasheets-and-brochures/genesys-smart-link.pdf
