Date post: | 07-Jul-2018 |
Category: |
Documents |
Upload: | trinhkhanh |
View: | 214 times |
Download: | 0 times |
2 2
The stage has been set…
1. Explosive growth in consumer adoption of smart devices
2. Companies struggle cutting through the clutter
3. No customer engagement
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Summary
Genesys Mobile Engagement
• Harness the power of mobility for customer engagement
• Connect mobile to customer service
• Transform transactional mobile applications to conversational
6 6
Transforming Transactional Apps to Mobile Conversations
Contact Us
VS
Genesys Mobile
Engagement
Connect Me Help Me Remember Me
7 7
Mobile App Innovations
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
8 8
I got into an accident…
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
What if… connect
me
9 9
I need some pants…
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
What if… help me
10 10
I’m thinking of changing my plan…
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
What if… remember me
11 11 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Genesys Mobile Engagement
• Provides access to service with a press of a button
• Unleashes the power of context, location, history, and preferences
• Redefines the customer experience on smart phones
Connect Me Help Me Remember Me
14 14
Application Development
Runtime
Business Rules
Context and Data
Conversation Management
Genesys 8 was designed to help you manage the customer conversation:
• Single execution environment
• Business Level Control
• Customer Context
New Components
• Orchestration Server
• Composer
• Conversation Manager
16 16
“Customers expect us to know, and we DO
know, we simply haven’t packaged the
data to know.” Bank Executive
17 17
customer conversation
Partial Transaction
Data
Transaction Value
Active Marketing Campaigns
Action Flags
Conversation Manager - The right data at the moment of contact
Incomplete transaction – especially related to sales
Information that you want to take action on. Next steps in a complex process, a new sales campaign, etc.
Value of the customer and value of the transaction. Is it related to tech support or related to product sales?
Cross sell
Available to the systems that interact with customers.
18 18
Conversation Manager: Rules System
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Control user experience independently of channel
Control Traffic Flow
Manually or automatically change customer treatments
Easily respond to changing customer communication issues
20 20
Conversation Manager Use Cases for Telcos Customer Effort Score
Event Type Events Weighting Score
1st Call 1 1 1
Email 1 3 3
2nd Call 1 3 3
1st Transfer 1 2 2
2nd Transfer 1 4 4
3rd Transfer 1 8 8
Long ‘On-hold’ time 1 3 3
TOTAL 7 24
Study from Harvard Business
Review Customer Effort
http://hbr.org/2010/07/stop-
trying-to-delight-your-
customers
•Two key findings: delighting customers
doesn’t build loyalty; reducing their
effort—the work they must do to get
their problem solved—does.
•Second, acting deliberately on this
insight can help improve customer
service, reduce customer service costs,
and decrease customer churn.
21 21
Customer Effort Score
TV
Broadband
Voice
1
2
Sales
Support
Billing
Other
Common Tips
Service
Other
Mobile
Login
3 4
5
6 7
22 22
Company Effort and Customer Effort
There is a correlation between company effort and customer effort
When a customer breaks through to humans they take more time to fix than if the process was smooth to
begin with
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Company Effort
Customer Effort
23 23
Conversation Manager
Customer loyalty: lower customer effort
Proactive and reactive selling opportunities
Control over Contact Center operations
Business Efficiency: intelligent use of customer information
25 25
Web Engagement Use Web Behavior to Target
For many consumers, the web is the starting point for many types of interactions
•Largely anonymous
•No way to correlate customer info
•No way to create dynamic experience
•No way to take action based on customer behavior
26 26
Track web usage and engage
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Track relevant customer activity on
your web site
Take action with customer in real time
or at a later date
27 27
Use rules to determine actionable behavior
Use business rules to determine actionability
• Activity • Value • Products • Etc. ____________
Trigger action based on simple or sophisticated
rules
28 28
Web Engagement
Targeting Q3 of 2012.
Speak to us after session and ask for a demo
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
29 29
Learn more…
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
WEB ENGAGEMENT
Targeting Q3 of 2012.
Speak to us after session and ask for a demo
CONVERSATION MANAGER
Come by the booth
Speak to your Account Executive
MOBILE ENGAGEMENT
& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!
Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.
Customer feedback surveys will be sent to you online later…
Follow ME @Anadkat @AddDarryl