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IS YOUR OUTDATED CONTACT CENTER STUCK IN THE PAST?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

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A  VIEW  INTO  THE  INFOARMOR  CLOUD  CONTACT  CENTER  JOURNEY

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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GENESYS  CLOUD  CONTACT  CENTERS  CAN  HELP

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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

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Move  to  a  Cloud  Contact  Center

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