Take Back Control of Your Future: A Practical Guide for Your ACD to Omnichannel MigrationGuillaume Calot, Genesys
Frenche Gilbert, Blue Cross-Blue Shield of North Carolina
Chris Madden, Sasktel
Patrice Tanguay, Transat
Once upon a time……in the peaceful world of ACDs
Infrastructure
Routing
Did you see it coming?
Routing
Digital
CX
Branch
BPOs
PBXACD
UC
Cloud
Infrastructure
Routing
Frenche Gilbert
• 7yrs IT/11yrs Call Center• Vendor Manager• Effectively create change and ultimately
serves my internal and external customer• Avid Golfer and Runner
Your Photohere
• Largest Insurer in NC, ACA in all 100 counties
• Strategic CX objectives: Provide more streamline self service CX for our members
• Core Member Strategy and Design• Name of our project is TREX (Telephony
Redeployment Exchange)
• What: Implementation of Genesys PureEngage Cloud Solution(IVR, Call Routing, WFM, Call Recording)
• When: July 31st 2017 end date of deployment
• How: Genesys Call Center for Cloud
Blue Cross-Blue Shield of NC
Background
Genesys project
Mission
Chris Madden
• 10 years at SaskTel, 4 years with CC related experience
• Business Solutions Mgr - CCT• Customer Experience, Production
Support• First time at CX17
• Leading ICT Provider in Saskatchewan• Founded in 1908• “CX First” – Company priority• Working towards complete Genesys
omni-channel environment
• Manage IT resources• No Sev1s in our first implementation
week!
• What: Migrate PBX to SIP-based Contact Center. Complete replacement of entire solution.
• When: Implemented April 23, 2017• How: PureEngage premise TServer to SIP
Server, Genesys PS
Sasktel
Background
Genesys project
Mission
Patrice Tanguay
• +20 years in contact centers• Director – Telecommunications• Managing LAN / WAN / MAN & CC• Formerly President of Avaya Quebec
User Association & Managing member of ININ Canadian user group
• One of the largest international tour operators specializing in holiday travel and active air transportation, accommodation, travel packaging and distribution
• Based in Montreal, 5,000 employees • 50+ destinations in Europe and South
• Wrote the RFP• Visited all manufacturers • Made final recommendation• Return trip from Indy …
• What: replace telephony infrastructure & reduce our maintenance & service costs
• Optimize our customer interaction with new Omnichannel functionalities
• PureConnect premise• RFP December 2014. 1st deployment in
Europe August 2015 until July 2016
Transat
Background
Genesys project
Mission
Ignite Choose Secure Migrate Evaluate
Panel discussion
© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
GENESYS
PUREBRIDGE
PROGRAM
The Genesys PureBridge program
PureBridge is designed to help companies move from legacy to next gen Omnichannel CX
The program is targeted at:Individuals – migrate skills and future proof their careers
Companies – to migrate their CX estate
Accelerate the adoption of, and migration to the Genesys CX Platform
PureBridge Components
TRAINING COMPONENT• Creates expanded
understanding of CX and its applications within an enterprise
• Develops CX advocates who can champion the migration from legacy to Omnichannel CX
ASSESSMENT COMPONENT• Quantifies current state of
company’s CX estate• Provides gap analysis of current
state against desired future state• Creates SMART use cases,
migration options, blueprints, realization benefits
PureBridge Assessment
PureBridge Assessment – Workshop #1
PureBridge Assessment – Workshop #2
Design assessment: migration strategy
Applications4 Use cases
BusinessSolutions
3 Business CustomerEngagement
ACD
2 Delivery modelPremiseNew
Platform
1 CommunicationsEnterprise
CollaborationTelephony
• AT CX17: Introduction to SMART use cases• Step by Step Guidance
• Implementation Best Practices
• Rapid Time to Value
• Benefit Benchmarks
• WHEN YOU ARE BACK AT THE OFFICE• Ask for your personalized PureBridge assessment
NEXT STEPS TO OMNICHANNEL