Call Centre Helper Skype and the Contact Centre 20 th March 2014 @ 1.00pm UK time Guillaume Calot, Strategic Business director EMEA, Genesys
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
Skype & Lync expand customer conversations across channels and devices Kiosks Business to Business Mobile Customer Channels Web communication TV, Gaming PC 4
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
Lync enables enterprise workforce virtualization Mobile Workers Employee Desktops Front-office Agent Branch Office Home Agent Back Office 6
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
DEMONSTRATION
Genesys enabled - Skype/Lync Contact Centre 9
JLync preview (Lync 2014 Conference) From http://www.lyncconf.com 10
Genesys & Microsoft Lync QUALIFIED LYNC CONTACT CENTRE SMART LINK TM VIRTUALIZATION ROADMAP UCOIP PROGRAM GENESYS OFFICIALLY SUPPORTED FOR LYNC Genesys qualified for Lync 2010 & 2013 http://technet.microsoft.com/en-us/lync/hh972602 FULL FEATURED SOFTWARE-BASED CONTACT CENTRE Supports Lync IM&voice + email, 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
Questions? Paul.Stephen@Genesys.com Senior Development Executive EMEA +44 1276 457000 Guillaume.Calot@Genesys.com Strategic Business director EMEA 12
Where Do You Start? Whitepaper & Brochures Realizing the Promise of Presence in the Contact Centre Genesys & Microsoft Lync Genesys Smart Link http://www.genesys.com/aboutgenesys/resources/realizing-the-promise-ofpresence http://www.genesys.com/resources/datasheetsand-brochures/genesys-microsoft-lync-voiceintegration.pdf http://www.genesys.com/resources/datasheetsand-brochures/genesys-smart-link.pdf 13