Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

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1 Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

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3 Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high value customers IBM services align contact centre solutions to business strategy resulting in improved focus and enhanced customer experience Genesys Customer Interaction Management Platform deploys and manages inbound and outbound multimedia traffic Infrastructure based on IBM software, information management and server technologies, designed and integrated by IBM Integrated Communications Services and supported by IBM Global Business Services Contact centre strategy and transformation conducted by IBM Global Business Services Benefits include: - Reduced operational expense - Personalised customer service - Revenue maximisation - Improved customer satisfaction

4 Solutions from Genesys and IBM As customers increase their use of multiple channels to transact business, organisations must find ways to deliver specialised and personalised service across various channels including , chat, phone, text message and even video. To provide appropriate service levels, organisations also need to identify and segment customers based on value and individual needs. This means moving from a product focus to a customer focus. To meet these challenges, Genesys and IBM offer integrated solutions that achieve business outcomes, from developing the business strategy that drives consistent, high quality customer experience through to optimising customer contacts by helping to identify, acquire, develop and retain high-value customers. These best-in-class solutions enhance customer satisfaction with personalised real-time, high-quality self or assisted service across all communication channels the right channel at the right time. The solutions are built on a solid foundation of best-of-breed technologies and industry expertise from both companies, with IBM providing industry-leading innovation, applications, infrastructure, technology and services; and Genesys providing sophisticated 100% software-based contact centre solutions. The joint solutions have proven themselves with hundreds of successful customers across the globe, in industries including banking, insurance, financial markets, telecom, travel, healthcare, utilities and government. The Genesys Customer Interaction Management Platform The Genesys Customer Interaction Management Platform is the core of the Genesys suite and the next evolution in managing customer interactions in the contact centre where customer service is aligned and integrated with overall business processes. Interactions and related activities are automatically captured, processed, routed and reported based on a company s specific business criteria resulting in a universal view of every customer interaction. Voice, and Web, as well as emerging channels such as third-party media or work items, are all funnelled through the Genesys Customer Interaction Management Platform and handled consistently according to defined business processes and strategies. The Customer Interaction Management Platform centralises the creation, administration and management of the interaction process; reports all interactions and activities at both the network and premise levels; and integrates with the broadest range of contact centre infrastructure, routing interactions across single, multiple sites to the most qualified resource available. The Customer Interaction Management Platform directs a universal queue of customer interactions via one of the industry s most flexible and scalable processing engine that has the capacity to route nearly one million calls and more than 40 thousand messages per hour. Enterprises can choose either single or multi-site platform capabilities and can select any combination of interaction options such as: Genesys Inbound Voice Genesys Outbound Genesys Proactive Contact Genesys Genesys Web Media Genesys Business Workflow Genesys Open Media (for any defined third-party custom media)

5 Integrated IBM and Genesys customer contact solution benefits Reduced operational expenses By developing customer treatment strategies that reflect customer value By leveraging self-service to provide customers with: - information, such as account balances and interest rates - transactions, such as bill payments and funds transfers By intelligently routing calls to those with the proper skills By blending multi-channel interactions to improve agent productivity Through broad integration into existing systems, infrastructure and applications The reliability of a proven solution Gartner places Genesys in the leadership quadrant for interactive voice response (IVR) systems and enterprise voice portals (Gartner, February 2008; #G ) Improved customer experience Through designing from the outside-in and offering interactions that meet customer needs Through multiple communication channels ( , Web, phone) with 24x7 availability By routing contacts to the correct resource the first time thereby lowering frustration With robust next-generation voice self-service/ivr and the ability to seamlessly blend self-service with assisted-service Personalised customer access By delivering personalised information across all interaction channels By having customer-specific information available to agents prior to accepting a call or chat By efficiently segmenting customers based on detailed analyses of their interactions Maximised revenue By incorporating sales, marketing and brand drivers to support revenue outcomes Through understanding customer expectations of service and preferences in each channel By segmenting callers based on type, business value, service level or specified need; by routing contacts to the appropriate resource By offering opportunities for cross-selling and up-selling additional products or services

6 The IBM contribution Since 2001, IBM has had a Global Strategic Alliance with Genesys and has even chosen Genesys solutions for worldwide call centres including ibm.com and IBM s Strategic Outsourcing Service Delivery Centres. IBM provides end-to-end contact transformation solutions: business consulting, architecture and design, infrastructure, implementation, deployment, training, support and optimisation. IBM Global Business Services The IBM Global Business Services (GBS) organisation has industry leading expertise in innovative contact centre and customer self-service solutions. IBM GBS helps clients develop contact centre strategies that focus on efficiency and effectiveness in areas that include sales and service centres, determining the most effective use of self service technologies, agent and customer facing processes, enabling technologies, human performance and cross-channel optimisation. Our practitioners also have extensive skills in implementing customer relationship management (CRM) applications such as Siebel and SAP, which can be integrated with the Genesys Customer Interaction Management Platform. IBM Integrated Communications Services Integrated Communications Services (ICS) from IBM focus on designing, implementing and managing your communications and networking environments to optimise them for anytime, anywhere integrated business communications. These services are designed to enable you to support key networking environments and build differentiating advantage through business innovation. Executing on your contact centre strategy, IBM ICS can help to plan, architect, design, implement and operate contact centre infrastructure solutions, leveraging a converged IP-based network. IBM ICS is able to utilise existing legacy infrastructure whilst integrating industry-leading contact centre solutions, with expertise, experience and key strategic alliances with vendors including Genesys. What s more, IBM can deliver contact centre solutions built on rock-solid infrastructure, where Genesys software is integrated and optimised with the IBM WebSphere platform, IBM DB2 and Informix information management software, and IBM server systems.

7 WebSphere For those who wish to evolve the contact centre from a line-of-business (LOB) or silo-driven operation to an enterprise-wide integrated centre, IBM WebSphere infrastructure software and Genesys solutions provide two things: a seamless link between the contact centre and back-end application infrastructures, and a common set of application development tools for both Web and voice interactions. This open standards-based solution allows organisations to leverage a single architecture throughout the enterprise from IT to the contact centre to manage multiple channels of interaction. IBM information management and server platforms Genesys applications are enabled for both IBM DB2 Universal Database and IBM Informix Dynamic Server (IDS). Coupled with lower overall support and maintenance costs, IBM databases can offer outstanding performance with a low total cost of ownership. Furthermore, IBM server platforms coupled with Genesys solutions can offer excellent ROI through increased productivity delivered by Genesys products and the low TCO of IBM server systems. IBM server systems combined with IBM information management platforms can offer unparalleled performance with Genesys applications.

8 Advantages An integrated customer contact solution from IBM and Genesys can help your business increase productivity, improve customer service and satisfaction, reduce operating costs, and gain an excellent return on your investment. For more information To learn more about IBM and Genesys customer contact solutions and other IBM Global Services and IBM Integrated Communications Services capabilities contact your IBM representative, or visit: ibm.com/solutions/genesys ibm.com/services/au/ipcc Copyright IBM Australia Limited 2008 ABN Copyright IBM New Zealand Limited 2008 Copyright IBM Corporation 2008 All Rights Reserved. IBM, WebSphere, DB2, Informix and the IBM Logo are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries or both. Genesys and the Genesys logo are trademarks of Genesys Telecommunications Laboratories, Inc. Other company, product and services marks may be trademarks or services marks of others. Warranty, service and support of non-ibm products are provided directly to you by the manufacturer, supplier and publisher of the product. Subject to any rights which may not be excluded or limited, IBM makes no representations or warranties regarding non-ibm products or services. The information presented is subject to change without notice. Genesys Telecommunications Laboratories, Inc. assumes no responsibility for inaccuracies contained herein. Copyright 2008 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys Genesys Laboratories Australasia Pty Ltd Level 17, 124 Walker Street North Sydney, Nsw South Wales, 2060 GL_10054 M34927