Genesys Company Overview July 2012

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Genesys Company Overview July 2012

  1. 1. Company Overview PresentationJuly 2012
  2. 2. Today’s Customer Experience Defines Your Brand!“ I never loved the company as ”much as I did at that moment. 2 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  3. 3. Customer Service is Increasing in Impact Only 1 in 4 contact center experiences are good onesCompanies are struggling to deliver a good experience 3 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  4. 4. Customer Service is Increasing in Impact Only 20% of companies support mobile appsCompanies are struggling to deliver a good experience 4 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  5. 5. Customer Service is Increasing in Impact Only 1 in 3 companies respond to Tweets about customer serviceCompanies are struggling to deliver a good experience 5 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  6. 6. Are You Delivering What You Promised? Brand Brand Promise Execution $500 $10 Billion Billion Advertising Customer Service 6 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  7. 7. We Are Genesys• Customer experience solutions • Contact Centers & IVR • Web, Social and Mobile Customer Service • Analytics & Workforce Optimization • Back Office• Business consulting & services• Global presence with 1,800 employees• Partner ecosystem 8 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  8. 8. CX is Complex…Source: Virgin Media and Forrester Research, Inc.
  9. 9. Genesys Brings it Together with Conversations INSIGHTS CHANNELS PEOPLE social CONVERSATIONS branch office mobile knowledge worker web back office contact center contact center agents PLATFORM 11 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  10. 10. Use Case: CX Platform Transformation Business Need • Improve quality of service to subscribers • Standardized platform across all sites • Implement a completely new IT infrastructure, including a virtualized “Genesys provides user-friendly contact center to routed customers to any tools that make it easy for business location users to make changes to the solution and the way it supports the Where they are today business, so we no longer need • SIP platform across 8 locations – Virtual CC programmers and technical • 2,000 agents handle 50,000 calls/day specialists to do that.” • 400 outbound agents FERNANDO FONSECA, CUSTOMER CARE Where they are going TECHNICAL MANAGER • Expand into new territories • Increase service offerings 13 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  11. 11. Use Case: Cross Channel Customer Service Business Need • Address growing need to monitor and connect with customer over social media • Leverage existing platform and resources Where they are today“We can effectively handle thegrowing numbers of social media • Flexible platform – 16 millions calls/monthqueries. A posting on a website • Cross-channel agents handle non-voice -may be only part of an interaction, chat, SMS, web call-back, email.so it is important that we have a • Largest social media following amonghighly integrated approach that South African companiesallows us to uniformly handle allinteractions.” Where they are goingEBEN DREYER • Integration of Twitter and FacebookSOLUTION DEVELOPMENT MANAGER • Agents seamlessly move across channels 14 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  12. 12. Use Case: Self-Service & Customer Front Door Business Need • Process a rising inquiries and applications • Reduce routine inquiries for caseworkers • Lower DHS office visits. Where they are today "Genesys has proved to be a good • Automated application & status process partner for establishing a viable solution. They were responsive to • Completed half million phone calls in 13 the timeframe, are very supportive, months – no agent required and deliver excellent professional • Agents have more time for complex cases services.” Where they are going TESS LAYMAN • All self-service apps on single platform DIRECTOR OF LEVERAGED SERVICES • Extend services to new agencies – Child Care, DEPARTMENT OF HUMAN SERVICES Energy Assistance STATE OF MICHIGAN, USA 15 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  13. 13. Use Case: Workforce Optimization Business Need • Real improvements to ‘quality of service’ • New channels that work for the customer • Increase sales and deliver cost savings through staff optimization Where they are today“Genesys provides us with flexible • 30 percent increase in salesbuilding blocks that we can easily • Increased agent efficiency by 20%, savingput together in new and $ 3.9 million per yearinnovative ways to create features • Minute-by-minute workload forecasting andthat allow us to be more staff managementcompetitive.” • iPhone app — Groupama toujours làPHILIPPE VAYSSAC Where they are goingCUSTOMER MANAGER • Extending to cross-channel conversations 16 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  14. 14. Recognized Leader 2012 Global “Leader” in Contact Center Infrastructure MQ Magic Quadrant 2011 Contact Center Marketshare: Top 3 Worldwide and Market Scope 2011 Contact Center Marketshare: #1 W. Europe Vendor 2012 Large Contact Center Solutions: 4 stars Evaluation Award Winner 2012 APAC Contact Center Vendor of the Year Forrester Wave 2009 Premise-based IVRs and Voice Portals: “Leader” Decision 2009 Selecting IP Contact Center: “Market Leader” Matrix 2009 Selecting IVR Provider: “Market Leader” 17 © 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  15. 15. 18© 2012, Genesys Telecommunications Laboratories, Inc. All All rights reserved. © 2012, Genesys Telecommunications Laboratories, Inc. rights reserved.
  16. 16. Call to Action

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