© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2
Today’s Presenters
Eric Tamblyn VP Global Innovations, Genesys
Simon Wright Solution Strategy Director, Workforce Optimization, Genesys
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Recent Survey from Strategic Contact, Inc. on WFO
Copyright © 2014, Strategic Contact, Inc. and Contact Center Pipeline
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Is this you?
The opportunity to get
more value from WFO
tools is HUGE! It’s time
to revisit and refresh
what you’ve got, while
also making progress
toward what you need.
Centers do have resources
to use WFO tools and should
be able to make strides in
effective use and application
to business needs. Training
may be the secret to
success.
The “traditional” WFO tools
have a strong base. Centers
are eager to pursue more
advanced WFO solutions to
deliver greater value to
the center and the
corporation.
Many centers are ready to
invest in
the triumvirate of
success— people,
process and technology.
Copyright © 2014, Strategic Contact, Inc. and Contact Center Pipeline
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Guru + Genesys WFO … the winning team!
+ =
Our Genesys Guru managed services in the
cloud team
Working with your Genesys WFO solutions and
planning/analytics team
CX+
Deliver even more business benefits from your Genesys investment and power better
customer experiences
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Overview
For a few thousand $ a month you can get: A multi-million $ investment in expert trained
resources: planners, analysts, consultants
Global shared expertise, best practice & knowledge in your industry
Maximum benefit from your Genesys Workforce Optimization solutions
Lower cost & faster time to full benefit - whilst overcoming the big problem of finding/hiring/training the right expertise
Choose the right package(s) for you to get as little or as much support as you need - when you need it, where you need it
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Connected together our Hubs will create the world’s largest global network of Workforce Optimization expertise, best practice & managed services in the cloud...
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Two entry level packages for Analysis
OR
STANDARD PLUS
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Two Smart Enablement Packages
$11K pm $20K pm
STANDARD PLUS
12k pm 25k pm
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Additional performance package options…
In addition to the two Smart Enablement packages customers can add one or more performance packages:
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Guru can change the way you work
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
CX assessment
Pre-packaged, fixed price interaction analytics solution
No customer resources required – but we need your recording data in the right format, right integrity etc
We upload set amount of recording data (e.g. X million minutes of Y call types over Z months) into Guru cloud analytics solution
We analyze the results and present them back to you
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Administration package (example)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Guru Apps & data science will unlock your CX code
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Guru “Bridge” support program to help you get started
For a limited time customers can purchase 90-180 days of Genesys Guru to support their new Genesys WFM or
Speech Analytics solution implementation
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
One-off free assessment
Value $100k
90 day trial Value $50k
www.surveymonkey.com/s/Speech-Analytics
www.surveymonkey.com/s/Genesys-WFM-Guru
A Chance to Have Our Gurus Work For You! FREE!
Fill out one of our surveys and be entered to win!