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1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
THREE KEYS FOR A SUCCESSFUL MOVE TO A CLOUD CONTACT CENTER
InfoArmor: Transitioning to the Cloud with Premier Edition
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THE IMPACT OF A STATUS QUO CALL CENTERACD SYSTEMS ARE VOICE CENTRIC INVENTED DECADES AGO CHANGES ARE TIME
CONSUMING & COSTLYROADMAP OFTEN LACKS
INNOVATION
IS YOUR OUTDATED CONTACT CENTER STUCK IN THE PAST?
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WHEN YOU HAVE REACHED YOUR BREAKING POINT
◉ Overwhelmed agents◉ Frustrated customers◉ System Downtime◉ Lacking new features◉ Lost opportunities◉ Competition winning
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HOW TO CROSS THE BRIDGE TO A CLOUD CONTACT CENTER
◉ Plan accordingly◉ Realistic, sustainable◉ Target pain points◉ Do your research◉ Embrace the 3 Keys
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UNLOCKING THE THREE KEYS OF SUCCESS
◉ The three keys can be used as a blueprint for success
◉ Not every deployment will be the same
◉ Leverage the Genesys Sales & Customer Success team for guidance
BUSINESS JUSTIFICATION
GO LIVE
ASSESS AND MODIFY
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3.
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KEY #1: CREATE A WINNING BUSINESS JUSTIFICATION
◉ Determine measures of success and growth plan
◉ Evaluate current costs and budget (if any)
◉ Map key pain points to solution with quantifiable business benefits
◉ Pitch at right time
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KEY #2: WHAT TO EXPECT WHEN GOING LIVE
◉ Agents will feel empowered◉ Trends will start tracking◉ Customers will notice improvement ◉ Interface design and control ideal for
business users
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KEY #3: ASSESSMENT & MODIFY AFTER 90 DAYS
◉ Goal alignment assessment
◉ Need for additional add-‐ons or seats
◉ Assess other areas of improvement
◉ Benchmark and adjust where necessary
INFOARMOR: WHAT WE DO
• Information security co that delivers identity, financial and privacy protection for companies • Over 600 employer groups, government agencies and private exchanges, including 49 of the Fortune 500 companies
3 KEY VERTICALS FOR INFOARMOR
Employee Protection Solutions
Providing comprehensive identity protection for
employees.
Advanced Threat IntelligenceThreat intelligence and
investigative services to better secure your valuable assets
and data.
Identity Insights
Branded, customized, best-in-class information
security
“DETECTION IS THE NEW PREVENTION”
CHALLENGES FROM A CALL CENTER PERSPECTIVE
• Provide World Class Service as strategic differentiator• Turnkey solution for implementation, customization and system updates (cloud)• Scalable solution for aggressive growth• Flexibility for individual client needs
WHY WE SELECTED GENESYS PREMIER EDITION
• Reputation• Cloud solution• Platform to support future growth and future initiatives (one stop shop)• Support
PRIMARY USE CASES FOR GENESYS PREMIER EDITION
• IVR/ACD – customized solutions• Comprehensive reporting for agent performance, business insight and forecasting• Automation • VOC Survey• Customer insight – connecting phone and CRM
BENEFITS SINCE WE IMPLEMENTED PREMIER EDITION
• Business insight and planning capabilities• Agent performance • Transparency for C-Level with report subscriptions• Flexibility to accommodate unique client needs• Voice of the Customer• Skills based routing
LESSONS LEARNED THROUGHOUT JOURNEY
1. Make sure to have a clear strategy before deciding and implementing a system. What type of functionality do you want. Think about the future, not just your current needs.
2. Know your resources. We chose cloud because I knew we didn’t have the resources to maintain our own system.
3. Include several departments in the planning process. There may be needs of other departments that you don’t consider when purchasing a telephony system that you wished you would have.
4. No system is perfect. Plan for some challenges as you get up and running.
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LOOKING AHEAD: INFOARMOR HAS PLANNED ADDITIONS
Voice print authentication
Chat/Video chat assessment
Telephony integration for automation / Screen pop
Outbound Dialer to scale business
Co-browse tool for Customer interaction
Workforce Management for Agent adherence
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6 REASONS TO MOVE TO PREMIER EDITION
Embrace Multi-‐channel interactions
Gain insight into CC Operations for actionable
improvement
Reduce Total Cost of Ownership & CAPEX
Empower your Agents and Supervisors with ease
Improve CX with skills-‐based routing & automation
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Leverage the Cloud for rapid deployment & scale
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SUCCESS STORY: INFOARMORKEY BENEFITS:◉ Provides Level 1 PCI Compliance ◉ Customer base doubled without
adding new agents ◉ 85% of calls answers within 20
seconds with optimal staffing levels ◉ Reduced dropped and abandoned
calls and improved SLAs ◉ Enables hour-‐by-‐hour call volume
forecasting Read More here:http://www.genesys.com/resources/success-‐stories/Genesys-‐InfoArmor-‐CS-‐EN.pdf
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SUMMARY: EMBRACE CONTINUOUS IMPROVEMENT
◉ Transition to a Cloud Contact Center can be easier with the right planning and help from Genesys
◉ Leveraging three keys can be blueprint to success
◉ Continuous improvement is vital for contact center happiness!
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WHERE TO FIND OUT MORE
White PaperThree Keys for a Successful
Move to a Cloud Contact Center
VideoGenesys Premier Edition – How to
Create Loyalty with Every Interaction
Signup For a Free TrialExperience Genesys
Premier Edition for Yourself
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