Call Centre Helper Skype and the Contact Centre
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1 Call Centre Helper Skype and the Contact Centre 20 th March 1.00pm UK time Guillaume Calot, Strategic Business director EMEA, Genesys
2 Great CX Requires Managing All Touch points & Channels Customer Journeys Purchase Self-Service Touch points Voice IVR Customer Experience Channels Human-Assisted Touch points Contact Centre Customer-Facing Processes Order Entry Onboarding Website Direct to Rep Order Fulfillment Account Change Customer Maintenance Problem Resolution Mobile App Back Office Case Resolution Renew Service Marketing Promo Store/Branch Contract Renew CRM ERP BPM Moments of Truth Touch point Interactions 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2
3 3
4 Skype & Lync expand customer conversations across channels and devices Kiosks Business to Business Mobile Customer Channels Web communication TV, Gaming PC 4
5 Skype channels capabilities & benefits Consumer Click-to-call Directory Presence IM Voice Video Collaboration Conference Voice/Video mail Web MSFT roadmap* Customer Experience Free 0800 Customer ID, call-back Corporate social presence Chat to voice/video* IVR, Inbound, Outbound Video IVR & Cust. Service Web to IM/voice/video* Enterprise PSTN, IP-PBX, Lync Directory Presence IM Voice(Skype Connect Lync) Video Collaboration (Web App) Conference Voice/Video mail JLink * 5
6 Lync enables enterprise workforce virtualization Mobile Workers Employee Desktops Front-office Agent Branch Office Home Agent Back Office 6
7 Resources Virtualization benefits PERFORMANCE QUALITY OF SERVICE Resources optimization Consolidated view on customer s experience Business KPIs Local delegation Statistics Reporting Qualification Routing Shorter queues No calls lost The best skill First Call resolution Upsell/Cross-sell Transfer with context Screen pop and CTI Contact Centres Branches, Experts, Mobile 7
8 DEMONSTRATION
9 Genesys enabled - Skype/Lync Contact Centre 9
10 JLync preview (Lync 2014 Conference) From 10
11 Genesys & Microsoft Lync QUALIFIED LYNC CONTACT CENTRE SMART LINK TM VIRTUALIZATION ROADMAP UCOIP PROGRAM GENESYS OFFICIALLY SUPPORTED FOR LYNC Genesys qualified for Lync 2010 & FULL FEATURED SOFTWARE-BASED CONTACT CENTRE Supports Lync IM&voice + , social, mobile, web, tasks Inbound, outbound, proactive, IVR, intelligent routing Quality management, recording, WFM, reporting & analytics Native CRM integration: Dynamics or 3rd parties Flexible deployment: premise, hybrid Lync-SIP-PBX, cloud, SaaS Proven high scalability and reliability ENTERPRISE-WIDE CUSTOMER SERVICE FOR BRANCHES, BACK-OFFICES High-value & high-touch customer service outside CC Lync presence mapping & aggregation Interaction preview with attached data Intelligent & skill-based routing, smart group distribution Zero footprint, any voice connectivity NATIVE UCMA ARCHITECTURE ENHANCEMENTS Support of video, collaboration, more Skype use-cases New integrated desktop 11
12 Questions? Senior Development Executive EMEA Strategic Business director EMEA 12
13 Where Do You Start? Whitepaper & Brochures Realizing the Promise of Presence in the Contact Centre Genesys & Microsoft Lync Genesys Smart Link
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