Transcript Slide 1

Delivering Value Through Insights
Genesys Product Management Deep Dive into Insights and Advisor
Teddy Rusli, Sue Harkreader, and Craig Covington
G-Force Seattle
Drama
THE COMPANY has a renewed focus on increasing revenue during sales
interactions while maintaining differentiated customer service for each
customer segment. But like all good plans…. Lets’ see how our intrepid trio
Save the World from Bad Customer Service using Genesys Performance
Management.
CC Manager
Analyst
Boss-man
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Saving the World from Bad Customer Service with
Genesys Performance Management
GPM brings information together, provides relevant answers, and empowers
users to act.
Insights provides strategic and detailed answers to historical performance
Advisor provides real-time visibility and management of complex operations
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Brings Data Together
• Across multiple contact centers
and lines of business.
• Across voice, email and chat.
• In 8.1.1, Frontline Advisor added
• Hierarchy stored in
Configuration Server for
centralized administration
• Additional time profiles for a
broad spectrum of intraday
views
• Coming in 2012:
•Role Based Access across
Advisor suite.
• Load balancing across multiple
Stat Servers.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Provides Useful Answers
• Root cause analysis.
• Recent trends. In 8.1.1 added:
• Option to show 2 metrics in a
chart to look for relationships.
• Upper and lower bound
options for thresholds.
• Correlation with workforce
management plans.
• Coming: Consolidation of
Workforce Advisor with Contact
Center Advisor.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Advisor – Empowers Users to Act
• Re-skill (or logoff) agents.
• Record actions to learn from
past choices.
• Take answers with you with
Mobile Edition. Now supports:
• iPhone, Blackberry, Android,
iPad devices
• Most of what Contact Center
Advisor delivers…in your hands
• Coming in 2012: logging of
administrative changes (what and
who).
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Interactive Insights – Bring Data Together
Comprehensive Reporting and Analytics - All Media Types
Voice Chat Email SMS Social Media
3rd Party Media
Unified and Normalized Metrics
Coming Next:
Bring WFM (workforce management) data so that you can easily compare
scheduled and actual
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Interactive Insights - Useful with Business Context
2 Out-Of-The-Box
Measures
Revenue #
Satisfaction #
4 Out-Of-The-Box
Dimensions
Customer
Segment
Service
Type
Service
Sub-Type
Business
Result
10 Tenant (Contact Center) Dimensions
User
Business
Defined
Unit
User
Product
Defined
Line
User
Specific
Defined
Product
User
DemoDefined
graphic
User
Customer
Defined
State
User
Area
Defined
Code
User
Ad
Defined
Channel
User
Etc
Defined
User
Etc
Defined
User
Etc
Defined
User
Business
Defined
Unit
User
Product
Defined
Line
User
Specific
Defined
Product
User
DemoDefined
graphic
User
Customer
Defined
State
User
Agent
Defined
Class
User
Agent
Defined
Skill #1
User
Etc
Defined
User
Etc
Defined
User
Etc
Defined
Interaction
10 Agent Dimensions
What else?
Time
Stamp
Customer
ID
Interaction
ID
From
To
(DNS)
Agent
Team
Agent
Name
Etc
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Interactive Insights – Empower Users
Ad-hoc analytics
Automated report
distribution
Role based security
Coming Next:
•Richer Visualization: dashboard
•Access to all devices: mobile,
tablet
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Stat Server II – Refresh of Stat Server architecture with 3 main goals
Consistency across Time
• Internal consistency
improvements with ICON
via shared logic and
metric definitions
• Option to wait for delayed
events
Consistency across
Applications
• Media agnostic
• Measure applications
directly (not java
extensions) which gives
full power of Stat Server
to all applications
Scale, including high
availability
• Distributed and take
advantage of multi-core
processor environments.
Stat Server II 8.1 is now Restricted Availability, focused on the consistency
goals.
• eServices/iWD only, Microsoft only, ideally < 1000 agents, CCPulse+.
• Runs side by side with Stat Server so no risk to routing or other clients.
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Genesys Performance Management Future
Today
Tomorrow
Reporting , ad-hoc analytics, and real-time
displays
Interactive dashboards, business-centric
visualizations, & advanced analytics
Comprehensive multi-channel coverage
Cross-channel optimization
Business-centric understanding of front and
back office events
Proactive supervision of the customer
experience across departments
Real-time answers on smart-phones
All answers anywhere: desks, smart-phones,
and tablets
Concept
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Follow ME @Convo_Craig, @SueHarkreader, @t_with_r
& follow G-Force and Genesys on Twitter at
#GForceAmer and @Genesyslab for the latest
news and updates!
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connect with colleagues, employees and Genesys
professionals.
Customer feedback surveys will be sent to
you online later…