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1©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
ISITTIMETOMOVEYOURCONTACTCENTERTOTHECLOUD?
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AGENDA◉ What’sthecurrentstateofthecontactcentermarket?◉ Whyiscloudgrowthreachingcriticalmass?
● Whyareon-premisescontactcenterslosingsharetocloud?● What’skeepingsomeorganizationsfrommoving?
◉ Whendoesincreasedbusinessagilitytrumpcostsavings?● WhataresomeoftheTCObenefitsofcloudvs.on-premises?
◉ Howdoesclouddrivegreatersimplification?◉ 3questionstoask—todetermineifnowisthetimetomove.
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CURRENTSTATEOFAFFAIRS◉ ContactCentermarketevolvingintoIntegratedSuitesasaService◉ Customersdemandnewchannelsandconnectedconversations◉ Realbenefitofcloudtoorganizationsoverallothers—isagility◉ Researchconductedforthisnewreport
© 2016 Forrester Research, Inc. Reproduction Prohibited 4
© 2016 Forrester Research, Inc. Reproduction Prohibited 5
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CLOUDGROWTHREACHINGCRITICALMASS
◉ Cloudinahigh-growthphase● Vendorsreporting20%growthrates
● On-premisesgrowthremainsflat● Forresterforecasting22%subscription
growthin2016● ‘Public’cloudinfrastructurelike
Amazonhavereachedsignificantlevelofmaturity
◉ Organizationalconfidenceincloudishigherthaneverbefore
© 2016 Forrester Research, Inc. Reproduction Prohibited 7
© 2016 Forrester Research, Inc. Reproduction Prohibited 8
9©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.
WHAT’SHOLDINGYOUBACK?
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BUSINESSAGILITY◉ IncreasingBusinessAgilityTrumpsCostSavings◉ Agilitydefined
● Improvedflexibilityformorerapidresponses
◉ Morechannels=morehappycustomers◉ Financialagilitymeansseveralthings,including
TCObenefits● Opexvs.Capex● Time-to-valueofnewcapabilities● Immediatescaleupanddowntomeetseasonal,
campaignburstingneeds● Simplicityofmanagement
© 2016 Forrester Research, Inc. Reproduction Prohibited 11
Social
Web
In Person
Phone
Mobile
Customers Are Crossing Engagement Channels
Browse Community
Forum
Browse Facebook
Page
Browse A Company Website
Tweet About A Company
Email A Company
Service Agent
Navigate an IVR On A
SmartphoneReceive Info
Via SMS
Transfer To Service Agent
Visit An In-Store Sales
Agent
© 2016 Forrester Research, Inc. Reproduction Prohibited 12
© 2016 Forrester Research, Inc. Reproduction Prohibited 13
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CLOUDTOTALCOSTOFOWNERSHIP◉ Cloudsuitesarebecomingmorecosteffective
● Morebundlingofcapabilities● Publiccloudinfrastructurehasgottencheaper,richersinceintroduction
◉ Cloudsuitesreducingcomplexmultivendorenvironments● PCI,othercompliancealreadyhandledinthecloud
◉ Hidden,on-premises‘overhead’andopportunitycosts● Projectmanagement,teaminvolvementduringupgradecycles
Greateragility,fasterdeploymentsprovidestrategicandbusinessadvantages:
• Abilitytoburst;scaleupanddowntomeetseasonalneeds• OPEXfundingsometimeseasierthanCAPEX
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CLOUDDRIVINGSIMPLICITY:ACROSSPEOPLE,PROCESSESANDIT
◉ Implementationandconfigurationsimplicity● Deploymentandadaptation—fasterto
turnupandstartusing● Distributedagentsandnewregionseasier
toadd,manage● WhyisintegrationwithCRMandlegacy
systemsofteneasier?● APIsandRESTfulinterfacessimplify
integrationandcustomizations
◉ UX(UserExperience)simplicity◉ Technologyupgrades—continuous
improvements
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CLOUDSIMPLICITYFORAGENTS,SUPERVISORS,MANAGERS
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SUMMARY◉ Cloudcontactcentersin
ahighgrowthphase◉ Lookmoreforagilityand
forcostsavings◉ Cloudisdrivinggreater
simplificationacrosspeople,processesandIT
◉ Inspectwhatyouexpectfromyourcloudcontactcenterprovider
◉ Architectureandroadmapsareimportant
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3QUESTIONSTOASK–TIMETOSTARTYOURMOVE?◉ Areoutdatedorend-of-lifetechnologies
keepingyoufrommeetingcustomerdemandsforengagement?
◉ Doyouneedtoconsolidatemulti-vendoron-premisesinstallationsandmanagement?
◉ Arenewcapabilitiesorlocationsneededwhichrequiregreaterflexibilityandfasttimetoimplementation?
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CHOOSINGTHERIGHTCLOUDVENDORWhattoLookFor:1. Financialstability2. Scalablecloudarchitecturewithprovisionsfordataisolationasdesired3. Secureglobalplatformwithhighavailability4. Successplanstomapresultstoyourbusinessobjectives5. Therightcustomerreferences–yoursize,inyourindustry6. RoadmaptosupportIoT,mobile-first,thesocialspectrum,andnewvoiceapplicationslike
SkypeforBusiness
2020
BEST-OF-SUITECAPABILITIES◉ Inbound Voice◉ OutboundEngagement◉ MultichannelEngagement◉ Self-Service◉ Workforce andQualityManagement Admin BasicIVR Routing Designer Reporting Interaction AgentRecording
Users
Skills
Resources
Multi-Channel
BasicStrategies
RealTime:Pulse
InteractiveInsights
BasicReports
WorkspaceWeb
InboundVoice
Chat
DTMF
RESTfulAPI ToBack-End
VoiceApps
Routing
Full-Time
RESTfulAPIToBack-End
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GENESYSGLOBALFOOTPRINT
WesternCanada
Toronto,ON,Canada
Slough,UK
India
Singapore
Sydney,AUAmsterdam,NLAshburn,VASanJose,CA
222222
www.genesys.com/about-genesys/newsroom/news/genesys-and-microsoft-expand-relationship-to-deliver-world-class-customer-experiencewww.genesys.com/about-genesys/customer-stories/atom-bankwww.genesys.com/about-genesys/customer-stories/red-hatwww.genesys.com/about-genesys/newsroom/news/genesys-cloud-contact-center-solution-selected-by-red-hat-to-transform-custwww.genesys.com/about-genesys/newsroom/news/cartrawler-selects-genesys-to-drive-customer-service-across-the-globe
CUSTOMERSUCCESS
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“GenesysandMicrosoftshareajointvisiontoconnectusersinmorepersonalways.WebelieveGenesysisaleaderinthecontactcenterspaceandtogetherwewilltransformthewaycustomersengage,bothinsideandoutsidethebusinessusingchat,voiceandvideo.”
ZigSerafinCorporateVicePresident,Microsoft
Challenges• Displacedtechnologyhadterriblereportingandanalyticscapabilities.AnychangestotheIVRcausedmultipleproblems.
• BusinessIntelligenceandanalyticswereimportantcomponentsoftheon-demandsolution.
Solution• Oneoftheworld’slargestcontactcentersystemsthatwillextendtheSkypeforBusinessPBX,conferencingandmessagingsystemalreadyuseddailybyapproximately100,000Microsoftemployeesglobally.
• GenesysnowcollaboratingwithMicrosoftonaglobalcloudsolutiontobringnextgenerationcustomerexperiencestocustomers
Results• IntegrationofSkypeforBusinesswiththeGenesysCustomerExperiencePlatformenablescustomersandcompaniestoseamlesslyengagethroughvideo,voiceandinstantmessaging.
• Personalizedone-to-oneengagementisnowapracticalrealityacrosstheentireorganization.Customersconnectedwiththebestsubjectmatterexpertinanydepartmentandlocation.
Industry TechnologySectorRegionNorthAmerica
MICROSOFTCORPORATION
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“WithacloudcontactcentermodelfromGenesys,we’vebeenabletoreducemaintenanceexpense,whilemeetingourglobaldisasterrecoveryandbusinesscontinuityrequirements.”
LeeCongdon,CIO,RedHat
Industry SoftwareRegionGlobal
Challenges• Createtruebusinesscontinuityandhighavailability.• Connectregionalcontactcentersilos.• Supportrapidgrowth.
SolutionGenesysCustomerExperiencePlatformestablishedaglobalvoicequeueforinboundcallsprovidinga“followthesun”solutiontoservecustomersacrossallglobalregionsthroughouttheday(includingcentralizedrouting,reporting,WFMandIVR.)Thislaysthe foundationforfuturephaseswhichwilldriveadditionaloperationalvisibilityandfunctionalitysuchasauniversalqueueofcustomerinteractionsacrossalltouchpointsandchannels.
Results• Unmatchedredundancyforbusinesscontinuity.• Handlemorevolumewithexistingstaff.• Abilitytotakecallsinminutes(insteadofdays)incaseofanoutage.• Improvedcustomerservicebyroutingcustomerstoqualifiedagentsthefirsttime.
Globalvoicequeuesupportingaunified,virtualteam
REDHAT
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RESOURCES◉ ForresterReport:“IncreaseCustomerServiceAgility
WithCloudContactCenters”◉ ForresterTEIStudy:TotalEconomicImpact™
oftheGenesysOmnichannelEngagementCenterSolution
◉ WhitePaper:ContactCenterManagers’RoadmaptotheFutureintheCloud
◉ eBook:ContactCenterEconomicsandtheCloud:MovetotheCloudwithConfidence
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ENGAGEWITHGENESYS!
Emailusat:[email protected]
Tweetwithus:@Genesys, #Gwebinar@Genesys_Brasil,@Genesys_LATAM,@GenesysJapan,@GenesysDACH,@GenesysFrance,@Genesys_IT,@Genesys_ME,@GenesysTurkey
