1-to-1 Customer Service Best Practice #4:Integrate Workforce Management with Contact Center Routing

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2

Presenters

Thomas Tritten II Solution Architect

Genesys

Bradley Baumunk Solution Lead

Workforce Management Genesys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3

Agenda

• Introduction

• Contact Center Management Operational Challenges

• Genesys Workforce Management

• Live Demo

• Q&A

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4

Operational Objectives

Efficiency&

Cost

Employee Satisfaction

CustomerSatisfaction

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5

The Customer Experience Challenge

•Customers interact with companies over multiple channels•Complex business processes span multiple touch points•Conversations are cross channel

Back Office

Service &Support

Sales

Marketing

Channel Chaos Reigns

CustomerAnalytics

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6

Four-Year Customer Service Channel Shifts

Source: Yankee Group and Others 2008 2012

Phone with or without IVR

Web Self-service

IVR

Email

Chat

45%

15%

15%

18%

6%

67%

12%

4%

15%

2%

22% decrease in telephony channel

But overall increase of total number of interactions

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7

The Customer Experience Opportunity

2008 2012

Touch Point Explosion

Cust

omer

Sati

sfac

tion/

Expe

rienc

e

TransformationOpportunity

Decline in Customer Satisfaction

Introducing Genesys Workforce Management

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9

Genesys Workforce Management

Employee Empowerment

Forecasting Scheduling

Real time Management

Reporting

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10

Genesys Workforce Optimization Product Set

Speech & TextAnalytics / VoC Workforce

Management

HistoricalAnalysis

SkillsAssessor

Recording&

Coaching

Customer EngagementPlatform

Real Time Analytics

CustomerSurveys

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11

WFM & the Customer Engagement Platform

Routing &Distribution Interactions

InteractionAnalytics Outbound

WorkforceManagement

&Optimization

IVR

SIP Communications

Interaction Management

Cases Work Items

Channels Desktop

Customer Engagement Platform

InboundEngagement

Outbound Engagement Self-Service

Back Offi

ce

Genesys Platform

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12

Traditional Routing of Interactions

Voice

SMS

E-mail

Social Media

Work Item

Dis

trib

ution

Rul

es &

Ski

lls Ready

Ready

Ready

Busy

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13

Genesys WFM Value Proposition

Multi Channel EnterpriseWorkforce

Management

Customer Engagement

Platform

Single Administration

Stats for all work items

Enterprise Schedule Adherence

Skill based Scheduling & Workforce Routing

SLA management for all channels & departments

•One database for employee data, skills, groups, contracts, shifts & statistics

•Reduce manual tasks in the Planning Team

•Real Time adherence for all channels, work items and employees

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14

Scheduling Multi Channel shifts

Voice

SMS

E-mail

Social Media

Work Item

Dis

trib

ution

Rul

es &

Ski

lls Ready

Ready

Ready

Busy

Wor

kfor

ce S

ched

ule

09:00 – 10:00 Email10:00 – 12:00 Voice12:00 – 13:00 Break

09:00 – 10:00 Chat10:00 – 10:30 Break10:30 – 13:00 Activation

09:00 – 10:00 Voice10:00 – 10:30 Complaint10:30 – 13:00 Email

09:00 – 10:00 Voice10:00 – 12:30 Outbound12:30 – Shift End

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15

Key Takeaways

• Genesys WFM and Genesys CIM provide the ability to do Workforce Routing out-of-the-box

• Genesys WFM is designed to handle the blended lives of multi-skilled agents

• With integration to Genesys Framework: Genesys WFM can provide out-of-the-box access to Genesys CME information and Genesys Stat server information

DEMO

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17

Ask the Experts!

For more information, please visit

www.genesys.comEmail us:

enterprise.programs@genesys.com

Thomas Tritten II Bradley Baumunk

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18

Upcoming and On Demand Webinars

Best Practices for 1-to-1 Customer Service Series of 6 Webinars1:1 Customer Service Best Practice #5 – Connect the Dots Between Contact Center Metrics and Customer ExperienceJune 19, 2013

On Demand WebinarsOne-to-One Customer Service Best Practice #1: Maximizing Customer Value

One-to-One Customer Service Best Practice #2:One-to-One Routing

Thank You for participating!For more information, please visit

www.genesys.com

Email us: enterprise.programs@genesys.com