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Getting Started with IoTKentis GopallaGenesys
Andy HoenigBosh Services Solution
50 Billion
11 Trillion
WHAT’S
NEXT ?
Anatomy of the Internet of Things
Things Data Analytics Action
Anatomy of the Internet of Things
Things Sensors Gateway
SenseTransmit
Sen
sor
to G
atew
ay
Pro
toco
l
Gat
eway
to
Inte
rnet
P
roto
col
TransmitEdge computing
Data Ingestion
Register/Monitor
IoT Platform
DeviceManagement
Real-time EventManagement
Data StorageManagement
GenesysPlatform
Augmented Intelligence
Analytics
Case Management/
System of Records
Transmit
Cu
sto
mer
En
gage
men
tEm
plo
yee
En
gage
men
tB
usi
nes
s O
pti
miz
atio
n
What’s in it for you ?
• Provide Augmented Customer Experience
• Connecting Employees and increase Employee Engagement
• Optimize your Operations
How IoT is impacting businesses in APAC?
>70% – IoT enables them to influence their customer
buying/engagement decisions
>35% – very high impact on customer satisfaction
enhancement
>35% – high impact on increasing employee productivity
33% – high impact on increased operational efficiency and
brand equity
Source: Frost & Sullivan 2016 IoT-Enabled Customer Experience (CX) ReportN=479
IoT Empowers Happier Employees, Happier Customers
1
- 11 -
Connected
ARKINGPAndy Hoenig Bosch Service Solutions
Bosch Secure Truck Parking
Reservation Welcome and
ServicesAccess Control
Invoice
Identification by
License plate
QR code
Magnetic stripe
DIGITAL CUSTOMER JOURNEY
IT Infrastructure Elements
LPR System
Gate Control
PARCS(e.g.SkiData)
PoS Systems
Bosch Brokering
Bosch Booking
customer datapayment
SVN Vehicle Network
reportingsupplier data
Bosch IoT Cloud
SAP Hana Cloud
APP
WEB
3rd party channels
Genesys
Navigation, Digital Tachograph and Booking Engine
Agent interface - SO IT portfolio
• Systems
Genesys (UCP standard for 28 sites)
• Functionality
Omnichannel (Call, E-Mail, Social Media, Web Chat)
Comprehensive reporting (real-time, historic)
Interactive recording
Universal routing
Surveys
Co Browse
Agent Scripting *
Basic Quality Management
Mobile Service Apps *
Speech and text analytic *
Screen recording
Visual assistant *
WebRTC (Voice / Video) *
Skype for Business integration *
iWD (intelligent Workload Distribution) *
Web based customer survey
Full Quality Management Module *
Agent front-end - Genesys Omnichannel Desktop
Call
Ag
en
t n
ote
s
Co
nta
ct h
isto
ryC
hat
* WIP / not implemented yet
Unified Communication Platform – Utilization
Monitoring The Designated Parking Area
Camera position
Entry point Camera position
(Bosch cameras with LPR)
Traffic flow
Traffic flow
Secure / Overnight area
• Phase 1:• Occupancy monitoring & Parking Spot availability
• Monitoring entry and exit of designated parking area
• LPR in / out through Bosch cameras & integrated LPR software (real time data feeds & video )
• Phase 2:• Individual spot reservation / Bosch booking platform / monetizing option
• Secure parking bays
NA Pilot site for leading truck stop operator
Planning your execution
• Business Objectives,
Pain Points, Use Case
• Experience, Revenue,
Efficiency
• Expected Outcome
and Benefits
• New Revenue
Streams
• Operational
Efficiencies
• Cost to Deliver
• Start small, start fast
• Scale out
• Build a maturity model
with use cases
Define Problem Statement Compute ROI Invest in Phases
Business Steps to provide differentiated experience
Consistent Defined DifferentiatedRandom
1
2
3
Connect IoT Interactions to right resources
Optimize agent utilization for IoT interactions
Personalized & Value based Routing
Effective Identification & Validation of Interactions
Personalized Interactions
Enable Schedule-based routing
Proactive Contact based on Customer Context and Journey
Increase NPS while Managing Urgent Interactions
CURRENTSTATE
IDEALSTATE
We help customers release value fast by recommending 4 sprints of 8 business steps.Each business steps brings an incremental benefit and lead to overall efficiency increase.
4
Key Take Aways
• More Bang for your bucks!• Genesys has more opportunities to generate business value
• Find the best business step with SMART
• Time to connect • Visit our Booths – See your CX Maturty & Projected Benefits
• Plan your SMART CX workshop & Use-Cases to success
Thank you
Connected
ARKINGP