This document summarizes a presentation about leveraging customer relationship management (CRM) and enterprise applications with Genesys Business Process Routing. The presentation discusses how Genesys can help overcome separation between front and back office applications by integrating analytics, business process management, and communication/CRM. It provides examples of customers who improved processes, increased visibility, and reduced costs. The document also summarizes a specific implementation at Andrew Corporation which integrated Genesys, SAP applications and Avaya to improve customer service and support through routing of all interaction types.
Sensiple is a global provider of customer experience solutions with offices in India, Singapore, Omaha, and New Jersey. The document discusses Sensiple's offerings including consulting, managed services, analytics, contact center solutions, and biometrics. It also provides examples of Sensiple's work with clients and highlights their technology competencies.
This document provides information about PT VADS Indonesia, a subsidiary of VADS Berhad, one of Malaysia's leading integrated managed ICT/BPO service providers. It outlines PT VADS' facilities, services, clients, and key performance metrics. It also discusses VADS' vision, mission and the benefits of outsourcing non-core functions to VADS, such as reducing costs, risks and focusing on core competencies. Charts are included showing annual customer satisfaction scores and proposals for reporting, talent management, targeting customers, and establishing a managed service framework.
The Customer Is King. With this in mind, we provide an overview of the value of customer service in terms of real-world business benefits. It outlines an approach to improving customer service through IP call / contact centre technology, which offers distinct advantages.
This document discusses Telegration, a telecom value added solution provider. It outlines why Telegration is different and better than other providers due to its unbiased approach, well-trained support team, and best-in-class providers, processes, and people. The document emphasizes that Telegration takes pride in building close personal relationships and providing top-notch service and support for customers and agents.
InContact is a leading cloud-based contact center company headquartered in Salt Lake City with over 1,000 implementations serving 60,000 agents and handling over 11 billion calls annually. The company provides a powerful, flexible, and customizable platform with unmatched security and reliability. InContact offers expert services including connectivity consulting, business consulting, and professional services to ensure a successful implementation and go-live for customers.
InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
Human Experience Framework is a flexible approach & toolkit to creating a benefits oriented cultural environment and delivery approach based on Human centric design thinking and UCD principles
Sensiple is a global provider of customer experience solutions with offices in India, Singapore, Omaha, and New Jersey. The document discusses Sensiple's offerings including consulting, managed services, analytics, contact center solutions, and biometrics. It also provides examples of Sensiple's work with clients and highlights their technology competencies.
This document provides information about PT VADS Indonesia, a subsidiary of VADS Berhad, one of Malaysia's leading integrated managed ICT/BPO service providers. It outlines PT VADS' facilities, services, clients, and key performance metrics. It also discusses VADS' vision, mission and the benefits of outsourcing non-core functions to VADS, such as reducing costs, risks and focusing on core competencies. Charts are included showing annual customer satisfaction scores and proposals for reporting, talent management, targeting customers, and establishing a managed service framework.
The Customer Is King. With this in mind, we provide an overview of the value of customer service in terms of real-world business benefits. It outlines an approach to improving customer service through IP call / contact centre technology, which offers distinct advantages.
This document discusses Telegration, a telecom value added solution provider. It outlines why Telegration is different and better than other providers due to its unbiased approach, well-trained support team, and best-in-class providers, processes, and people. The document emphasizes that Telegration takes pride in building close personal relationships and providing top-notch service and support for customers and agents.
InContact is a leading cloud-based contact center company headquartered in Salt Lake City with over 1,000 implementations serving 60,000 agents and handling over 11 billion calls annually. The company provides a powerful, flexible, and customizable platform with unmatched security and reliability. InContact offers expert services including connectivity consulting, business consulting, and professional services to ensure a successful implementation and go-live for customers.
InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
Human Experience Framework is a flexible approach & toolkit to creating a benefits oriented cultural environment and delivery approach based on Human centric design thinking and UCD principles
Entering the Next Dimension of Cargo Revenue ManagementJDA Software
Facing a persistent, long-term excess of capacity, airlines are always under pressure to fill their planes with any freight that will fly. But is this the best strategy for a sector where margins are thin even during the best of times? Many industries rely on revenue management to limit cannibalization and help them avoid a race to the bottom. Leading carriers have shown that these techniques work in air cargo as well — yet the adoption rate for this technology remains surprisingly low. In this presentation by Anand Medepalli, Vice President of Industry Strategy for Freight Transportation at JDA Software, you will learn about the latest innovations in revenue management and how air carriers can overcome technical as well as organizational obstacles to successfully deploy automated decision support for their cargo business.
Unified Communications - Collaborative services that deliver greater busines...Exponential_e
Unified Communications - Collaborative services that deliver greater business efficiency
Built on Exponential-e’s fully resilient platform, our UCC offering includes presence, IM, voice, video and collaboration tools - and we believe reflects the next generation in telephony communications.
Recover more people, faster and for less with Recover Anywhere™.
When staff are denied access to their office, a business rightly looks to recover 30-40% of its critical staff first. This hub of key staff can then focus on getting the business back on track as quickly as possible.
However, this needn't mean everyone else has to wait to get back to work. With SunGard Availability Services' Recovery Anywhere™ solution you can recover more people and more departments; faster and more cost-effectively than ever before.
Benefits at a Glance
•Everyone can quickly recover desktops and full telephony capability
•All staff have fully online, secure browser access
•In-bound calls can be redirected to mobiles or home phones so customer service can function as normal and both incoming and outgoing calls are charged to the organisation, as opposed to the employee
•With no need to process personal phone bill expenses post event it's less hassle all round
•No USB dongles or other such physical devices means there's no need to administer, maintain, distribute or collect them.
With Recover Anywhere™ everone has full secure browser access and virtualised desktop and telephony capability, which means less impact on your business - and your customers. For example, ensuring your customer service agents are able to access information and their telephone systems as normal means your customers won't even know there's been an issue.
1) inContact is a cloud contact center provider that has over 1,800 implementations, 85,000 agents, and handles over 10 billion calls annually.
2) The document discusses inContact's secure and reliable cloud platform and their experience serving customers across various industries in reducing costs, scaling operations, and improving customer experiences.
3) Customer testimonials praise inContact's flexibility, features, and expertise in helping companies contain costs, scale easily to meet demands, and leverage a complete contact center platform.
Modern cloud communications provide businesses with scalable and affordable phone systems that support remote work and BYOD trends. Some key benefits of cloud communications include:
1) Improved communications that enable remote work and BYOD while maintaining excellent customer service through features like virtual auto attendants.
2) Scalable services that grow with the business and allow adding or reducing features on demand without long-term commitments or hardware costs.
3) Lower overall costs of up to 40% compared to traditional phone systems which require expensive hardware and line costs.
The document discusses Dell's potential expansion into the large server market. It analyzes both the pros and cons of this move, including that Dell's direct sales model may not succeed for large servers which have different customer requirements. The document also compares Dell's potential costs if it entered this market versus IBM's existing costs, finding Dell could achieve cost reductions from 25-50% through efficiencies like its call center representatives. It concludes by weighing options like outsourcing services to existing partners versus directly competing with IBM, noting tradeoffs to consider regarding customer interface, meeting service level agreements, and maintaining Dell's core competencies.
Managed Print Services Within The Copier IndustryFred Berger
This document discusses managed print services and how they present opportunities and benefits for dealerships, sales representatives, and customers. It outlines how managed print services can actively manage an organization's entire print fleet, processes, and strategy. The presentation notes that customers are looking for partners that can meet their changing demands, and that the landscape of solution providers is changing. It also describes several benefits of managed print services for customers, sales representatives, and dealerships themselves, and provides some keys to success in various areas like executives, sales, service, and operations.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
World Class Call Centres - Strategic Issues.
Slike deck from the internationally acclaimed 2 Day Rod Jones Contact Centre MasterClass seminar. This seminar is aimed at middle to senior management involved in call centres or planning to develop or reengineer a call centre.
All You Need to Know About Managed Print Services InkCycle
The document discusses a webinar on managed print services (MPS) presented by Office Document Consulting Inc. It covers the key benefits of MPS programs, including increased customer retention and profitability. It also discusses assessment strategies, selling MPS, components of a successful MPS program, and remote management software.
Fuji Xerox Singapore is the leading provider of document solutions in Singapore, established in 1965. It offers an unparalleled portfolio of document technologies, services, software, supplies and outsourcing to help customers achieve increased productivity, process efficiency gains, and meet sustainability objectives while reducing costs. Supported by industry leading professionals, Fuji Xerox is committed to innovative document solutions and maximum business uptime for its customers.
Domain Experts in both inbound and outbound Customer Communications and Correspondence to align with your digital strategies.
Delivering solutions across financial services, utilities, transport/logistics and Government.
Compuware Corporation is a 38-year-old company with over $900 million in annual revenue and no long-term debt. It has over 7,100 customers across various industries, including 46 of the top 50 Fortune 500 companies. Compuware offers a variety of IT solutions focused on application performance, quality management, and other areas through its professional services division and products.
Electric Supply Distributor deploys virtual desktops for increased mobility, productivity and business continuity. Revere Electric Supply keeps its remote workers productive with RingCube vDesk which was chosen over VMware View and Citrix XenDesktop.
The document discusses how Newgen Software helped automate loan processing for a leading NBFC in India. The NBFC wanted to improve customer service and efficiency by automating their manual loan application process. Newgen implemented a document management and workflow solution to centralize loan processing. This allowed applications to be submitted and tracked online, increasing productivity and reducing processing times from 130,000 applications per month. The automated solution was later implemented in other countries based on its success in India.
PCS is an IT services company based in Egypt with the vision of becoming the recognized leader in providing IT services and products. Their mission is to provide innovative IT solutions that satisfy clients and bridge the gap between IT and business needs. They offer a range of services including outsourcing, hardware, software, infrastructure solutions and consulting services tailored to clients' specific needs and budgets. PCS aims to maximize clients' return on investment while minimizing impact on their business through personalized solutions and a focus on client value.
The document provides an overview of Mitel's TeleCollaboration Solution. The solution allows geographically dispersed employees, customers, and partners to easily connect and collaborate in real-time through video conferencing. It improves communication and collaboration without travel costs. Key features include high-definition video calling, document sharing, and participation from desktops and mobile devices. The solution aims to improve productivity, decision-making, and responsiveness through enhanced long-distance collaboration.
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
IBM provides integrated managed services that offer a portfolio of IT solutions. These services include infrastructure management, security, service desk support, application management, and more. Customers can choose from on-site, cloud, or hybrid delivery models to meet their business and technical needs. Case studies highlight how IBM helped Firstsource Solutions and Bajaj Allianz implement managed IT infrastructure and disaster recovery services through outsourcing agreements. This improved their IT operations and allowed them to focus more on their core business.
Founded in 1994, Webhomes is a professional leader in ubiquitous website environments & development, software/SaaS development, outsourced IT management & support. Our clients leverage our technology, development and support solutions capabilities to accelerate innovation, organize and transform IT infrastructure, and secure data and identities - from web site to integrated systems, applications & data, to the cloud.
TECHNOLOGY SERVICES
Our comprehensive technology & development solutions help our clients connect with and create new customers in the new social web, expand and optimize collaborative communications, automate business functions, increase work place productivity, reduce business costs & complexity, organize & secure data, & help innovate our client’s products & services.
Entering the Next Dimension of Cargo Revenue ManagementJDA Software
Facing a persistent, long-term excess of capacity, airlines are always under pressure to fill their planes with any freight that will fly. But is this the best strategy for a sector where margins are thin even during the best of times? Many industries rely on revenue management to limit cannibalization and help them avoid a race to the bottom. Leading carriers have shown that these techniques work in air cargo as well — yet the adoption rate for this technology remains surprisingly low. In this presentation by Anand Medepalli, Vice President of Industry Strategy for Freight Transportation at JDA Software, you will learn about the latest innovations in revenue management and how air carriers can overcome technical as well as organizational obstacles to successfully deploy automated decision support for their cargo business.
Unified Communications - Collaborative services that deliver greater busines...Exponential_e
Unified Communications - Collaborative services that deliver greater business efficiency
Built on Exponential-e’s fully resilient platform, our UCC offering includes presence, IM, voice, video and collaboration tools - and we believe reflects the next generation in telephony communications.
Recover more people, faster and for less with Recover Anywhere™.
When staff are denied access to their office, a business rightly looks to recover 30-40% of its critical staff first. This hub of key staff can then focus on getting the business back on track as quickly as possible.
However, this needn't mean everyone else has to wait to get back to work. With SunGard Availability Services' Recovery Anywhere™ solution you can recover more people and more departments; faster and more cost-effectively than ever before.
Benefits at a Glance
•Everyone can quickly recover desktops and full telephony capability
•All staff have fully online, secure browser access
•In-bound calls can be redirected to mobiles or home phones so customer service can function as normal and both incoming and outgoing calls are charged to the organisation, as opposed to the employee
•With no need to process personal phone bill expenses post event it's less hassle all round
•No USB dongles or other such physical devices means there's no need to administer, maintain, distribute or collect them.
With Recover Anywhere™ everone has full secure browser access and virtualised desktop and telephony capability, which means less impact on your business - and your customers. For example, ensuring your customer service agents are able to access information and their telephone systems as normal means your customers won't even know there's been an issue.
1) inContact is a cloud contact center provider that has over 1,800 implementations, 85,000 agents, and handles over 10 billion calls annually.
2) The document discusses inContact's secure and reliable cloud platform and their experience serving customers across various industries in reducing costs, scaling operations, and improving customer experiences.
3) Customer testimonials praise inContact's flexibility, features, and expertise in helping companies contain costs, scale easily to meet demands, and leverage a complete contact center platform.
Modern cloud communications provide businesses with scalable and affordable phone systems that support remote work and BYOD trends. Some key benefits of cloud communications include:
1) Improved communications that enable remote work and BYOD while maintaining excellent customer service through features like virtual auto attendants.
2) Scalable services that grow with the business and allow adding or reducing features on demand without long-term commitments or hardware costs.
3) Lower overall costs of up to 40% compared to traditional phone systems which require expensive hardware and line costs.
The document discusses Dell's potential expansion into the large server market. It analyzes both the pros and cons of this move, including that Dell's direct sales model may not succeed for large servers which have different customer requirements. The document also compares Dell's potential costs if it entered this market versus IBM's existing costs, finding Dell could achieve cost reductions from 25-50% through efficiencies like its call center representatives. It concludes by weighing options like outsourcing services to existing partners versus directly competing with IBM, noting tradeoffs to consider regarding customer interface, meeting service level agreements, and maintaining Dell's core competencies.
Managed Print Services Within The Copier IndustryFred Berger
This document discusses managed print services and how they present opportunities and benefits for dealerships, sales representatives, and customers. It outlines how managed print services can actively manage an organization's entire print fleet, processes, and strategy. The presentation notes that customers are looking for partners that can meet their changing demands, and that the landscape of solution providers is changing. It also describes several benefits of managed print services for customers, sales representatives, and dealerships themselves, and provides some keys to success in various areas like executives, sales, service, and operations.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
World Class Call Centres - Strategic Issues.
Slike deck from the internationally acclaimed 2 Day Rod Jones Contact Centre MasterClass seminar. This seminar is aimed at middle to senior management involved in call centres or planning to develop or reengineer a call centre.
All You Need to Know About Managed Print Services InkCycle
The document discusses a webinar on managed print services (MPS) presented by Office Document Consulting Inc. It covers the key benefits of MPS programs, including increased customer retention and profitability. It also discusses assessment strategies, selling MPS, components of a successful MPS program, and remote management software.
Fuji Xerox Singapore is the leading provider of document solutions in Singapore, established in 1965. It offers an unparalleled portfolio of document technologies, services, software, supplies and outsourcing to help customers achieve increased productivity, process efficiency gains, and meet sustainability objectives while reducing costs. Supported by industry leading professionals, Fuji Xerox is committed to innovative document solutions and maximum business uptime for its customers.
Domain Experts in both inbound and outbound Customer Communications and Correspondence to align with your digital strategies.
Delivering solutions across financial services, utilities, transport/logistics and Government.
Compuware Corporation is a 38-year-old company with over $900 million in annual revenue and no long-term debt. It has over 7,100 customers across various industries, including 46 of the top 50 Fortune 500 companies. Compuware offers a variety of IT solutions focused on application performance, quality management, and other areas through its professional services division and products.
Electric Supply Distributor deploys virtual desktops for increased mobility, productivity and business continuity. Revere Electric Supply keeps its remote workers productive with RingCube vDesk which was chosen over VMware View and Citrix XenDesktop.
The document discusses how Newgen Software helped automate loan processing for a leading NBFC in India. The NBFC wanted to improve customer service and efficiency by automating their manual loan application process. Newgen implemented a document management and workflow solution to centralize loan processing. This allowed applications to be submitted and tracked online, increasing productivity and reducing processing times from 130,000 applications per month. The automated solution was later implemented in other countries based on its success in India.
PCS is an IT services company based in Egypt with the vision of becoming the recognized leader in providing IT services and products. Their mission is to provide innovative IT solutions that satisfy clients and bridge the gap between IT and business needs. They offer a range of services including outsourcing, hardware, software, infrastructure solutions and consulting services tailored to clients' specific needs and budgets. PCS aims to maximize clients' return on investment while minimizing impact on their business through personalized solutions and a focus on client value.
The document provides an overview of Mitel's TeleCollaboration Solution. The solution allows geographically dispersed employees, customers, and partners to easily connect and collaborate in real-time through video conferencing. It improves communication and collaboration without travel costs. Key features include high-definition video calling, document sharing, and participation from desktops and mobile devices. The solution aims to improve productivity, decision-making, and responsiveness through enhanced long-distance collaboration.
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
IBM provides integrated managed services that offer a portfolio of IT solutions. These services include infrastructure management, security, service desk support, application management, and more. Customers can choose from on-site, cloud, or hybrid delivery models to meet their business and technical needs. Case studies highlight how IBM helped Firstsource Solutions and Bajaj Allianz implement managed IT infrastructure and disaster recovery services through outsourcing agreements. This improved their IT operations and allowed them to focus more on their core business.
Founded in 1994, Webhomes is a professional leader in ubiquitous website environments & development, software/SaaS development, outsourced IT management & support. Our clients leverage our technology, development and support solutions capabilities to accelerate innovation, organize and transform IT infrastructure, and secure data and identities - from web site to integrated systems, applications & data, to the cloud.
TECHNOLOGY SERVICES
Our comprehensive technology & development solutions help our clients connect with and create new customers in the new social web, expand and optimize collaborative communications, automate business functions, increase work place productivity, reduce business costs & complexity, organize & secure data, & help innovate our client’s products & services.
William B. Preston is an experienced Executive Project Manager with over 30 years of experience leading complex IT projects at IBM. He has a proven track record of managing global teams and large budgets to deliver projects on time and under budget. His areas of expertise include CRM systems, data management, and Agile development methodologies. He holds certifications in Project Management from IBM and PMI.
This document discusses IBM's MobileFirst portfolio for developing enterprise mobile strategies. It begins with an overview of the opportunities and challenges of mobile enterprise computing. It then outlines IBM's approach to mobile transformation including context-aware apps, systems of engagement, and omni-channel experiences. The rest of the document describes IBM's Worklight mobile application platform for cross-platform development, testing, analytics, and management across the development lifecycle. It provides examples of how geo-location and analytics can transform business processes and customer experiences.
Webhomes, founded in 1994, provides outsourced IT management solutions & support that help our clients create, organize, manage and secure complex IT environments.
Building Your Own Modernization Roadmap - Emmanuel TzinevrakisFresche Solutions
Building Your Own Modernization Roadmap, presented by Emmanuel Tzinevrakis, VP Services at Fresche.
Presentation topics:
■ Value of Your IBM i
■ Business Value Creation
■ Modernization Strategies
■ Planning Your Modernization
■ How to Get Started
The document discusses automating the delivery pipeline for JKE Bank's mortgage application. It describes JKE Bank's hybrid cloud environment and mainframe applications. It then outlines the key aspects of an automated delivery pipeline, including a change management system, development environment, automated testing, quality checks, and versioned deployments.
A top issue with IT service and support organizations today is how to drive greater business
value from SAP solutions. Most often, the degree of value is directly tied to the decisions
business leaders make on which SAP projects, enhancements, and new solutions they will ask
IT to deliver to their organizations. This presentation will dive into today\'s challenges facing
CIOs, technology delivery executives, and IT project managers: How do you balance the
customers\' demands for SAP enhancements against finite technical resources and managing the
IT portfolio? How do you build close, sustainable relationships with business leaders in order to
drive greater influence on the strategic direction of SAP within their operations? What changes
need to be made within IT itself (organizational structure, job roles, skills) in order to move
from an "order-taker" to a valued partner? This presentation will explore the role of the IT
business partner within Day & Zimmermann - the many successes achieved and challenges
faced in influencing the strategic direction of SAP within its businesses. The presentation will
provide detail on how Day & Zimmermann\'s IT business partners work with executive teams,
their sphere of influence on business and IT decision-making, and driving ownership together
with the interpersonal skills, organizational structure, and IT processes required for strategic
alignment between IT and business stakeholders.
The document summarizes a webinar presented by John Girard, CEO of Clickability, and Tom Cignarella, VP of Technical Operations at Clickability. They discuss how a Software as a Service (SaaS) model for web content management can increase efficiency and save companies money compared to on-premise solutions. Clickability's SaaS and Infrastructure as a Service (IaaS) offerings allow customers to minimize costs while increasing publishing capabilities and revenue. The presenters also address questions about control, innovation, security, and the benefits of cloud computing.
This document provides a four-step approach for organizations to transition from a legacy high availability and disaster recovery solution to an always-on platform: 1) Assess and evaluate current processes, applications, and availability requirements to identify gaps; 2) Plan and design the architecture and roadmap by applying guiding principles and considering technology, processes, people, and applications; 3) Implement and test the strategy to ensure services are meeting objectives; 4) Manage and sustain the platform through ongoing monitoring, risk response, compliance management, and performance reporting while reassessing regularly.
Sample Oral deck for proposal PresentationSowmak Bardhan
I have created a sample oral deck so that aspiring sales and presales managers can take a look and understand the framework to build a nice presentation on the solution/product demo to customers.
The document discusses customer relationship management (CRM) tools and options for businesses. It notes that the CRM industry is over $1 trillion and there are over 100,000 independent CRM vendors. CRM aims to track the entire history of a relationship with a customer via multiple interconnected channels. The document also outlines challenges with CRM implementation and options like external providers or web-based/ASP models.
How to Drive Maximum Business Value from IT Investments with the Flow FrameworkTasktop
When organizations connect and measure the impact of their IT investments on the business’ strategy, business and technology leaders are able to partner more effectively and accelerate the delivery of real business value.
But to do so, these teams must be seamlessly aligned throughout the delivery pipeline, able to quickly identify and resolve bottlenecks, and work together to optimize their processes end-to-end. Flow Metrics enable organizations to measure what matters in software delivery, optimizing the flow of business value from ideation to operation and turning IT from a project-oriented cost center to a profit-generating product operating model.
Key Takeaways:
Discover how to align business and IT leaders to optimize value delivery using the Flow Framework™
Learn how to use Flow Metrics to expose bottlenecks and reveal opportunities to improve time-to-market, responsiveness to customers, and quality
Understand how to create a seamless end-to-end flow of business value in large-scale application delivery using Blueprint Storyteller and Tasktop Hub
Home Energy, a renewable energy company in Portugal, needed a CRM and billing system to manage customer relationships but had a very short timeline of only 7 months to become operational. They chose to build the system using OutSystems' agile platform which allowed them to implement the full scope of the project within 18 weeks and go-live on time. The agile approach enabled continuous changes and additions to the system. The system provided a unified view of customers and automated key business processes. It helped Home Energy become the market leader and support over 200,000 customers.
Michael Whalen has over 20 years of experience in information technology and business operations leadership roles. He has a proven track record of successfully deploying enterprise systems on a global scale, reengineering business processes, and managing outsourced services. Currently, he is seeking a new senior management position where he can apply his strategic planning, project management, and operational excellence skills.
This document provides a summary of Ileana Essig's experience and qualifications. She has over 15 years of experience leading complex IT projects and outsourcing engagements at IBM with annual budgets up to $37M and teams of over 700 professionals. She has a track record of consistently exceeding financial and client satisfaction objectives. Her skills include strategic planning, solution delivery, change management, relationship building, and turning around underperforming projects. She has received numerous awards for her work at IBM.
Gridle provides digital experiences, interfaces, and solutions for financial enterprises. They offer UI/UX research and design, development and deployment of solutions using an agile approach, and consultancy in areas like architecture, machine learning, and natural language processing. Some of their offerings include a collaboration suite, contract management system, and learning management system. They aim to streamline workflows, increase productivity and transparency, and optimize performance for their clients.
Devoteam Italia was founded in November 2006 as a startup focused on providing IT service management services. It aims to combine process vision, technological knowledge, and solution delivery to help clients improve their business by making technology infrastructure more efficient. Devoteam provides services like ITIL consulting, application development and management, and outsourcing using tools from partners like BMC Software. It works with clients across industries to implement IT service management best practices.
Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...Cognizant
Many communications, media and technology companies share similar digital objectives. Here are our recommendations for realizing five common digital goals, and a look at a few companies that have succeeded with meeting them.
Similar to Leverage CRM & Enterprise Apps with Genesys (20)
Digital Engineering: Top 5 Imperatives for Communications, Media and Technolo...
Leverage CRM & Enterprise Apps with Genesys
1. LORI NORMAN[
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2004
GLENN WINTER[
ASUG INSTALLATION MEMBER
MEMBER SINCE: 1998
DIANE MOREHOUSE[
INDUSTRY SIG PROGRAM CHAIR
MEMBER SINCE: 2001
]Leverage CRM & Enterprise Apps with
Genesys Business Process Routing
Karin Rittenberg
Genesys
Tom Leddy
Andrew Corporation
A Commscope Company
2. [
Real Experience. Real Advantage. 2
Current Enterprise Business Applications
How Genesys Can Help
Business Process Routing
Andrew Corporation
Q & A
Agenda
3. [
Real Experience. Real Advantage. 3
Current Enterprise Business Applications
Back
Office
ERP/BPM
Front
Office
CRM/Portal
Overcomes
B/O and F/O
separation
Customer
Interaction
Management
ISV and Genesys to overcome
Enterprise to Customer
separation
4. [
Real Experience. Real Advantage. 4
Leverage our enterprise app investment
• Leverage customer access
• Gain margin
• Decrease operational cost
• Drive profit by cross selling
And they want it to be
• Fast direct but customized
• Secure and reliable
• A product
Customers told Genesys work with Oracle, Microsoft and SAP to:
5. [
Real Experience. Real Advantage. 5
Why Do Traditional Apps Fall Short?
They often cover segments of processes, not end-to-end
process (people, systems, geographies, departments….)
Business processes within them are are implicit – making
it hard to identify the process problems, and change
quickly
Traditional applications are very IT and code-heavy,
limiting the role of the business user in driving change
6. [
Real Experience. Real Advantage. 6
How Genesys Can Help-
It’s as Easy as ABC
Analytics
Business Process Management
Communication and CRM
7. [
Real Experience. Real Advantage. 7
A: Analytics
Analytics
Contact center analytics into enterprise analytics
8. [
Real Experience. Real Advantage. 8
B: BPR
Business Process Routing
Route to the right person through the right communications
channel
Optimizing resources & work processing
9. [
Real Experience. Real Advantage. 9
Reduced Operational CostsNumberofCalls
07:00
Time
18:00
Daily traffic distribution
Available
Resources
Customers
Waiting in
Queue
10. [
Real Experience. Real Advantage. 10
Better Visibility – of Resource & Work Queues
NumberofInteractions
Queue
Real-Time Interaction Volume
Contact
center Verification Branch 1Approval Branch 2
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Item
Work
Process
11. [
Real Experience. Real Advantage. 11
C: Communication and CRM
Transform CRM with Advanced Communication
Enable Enterprise Apps with Voice & Speech
Eg. Benefit enrollment via voice
360 degree view of customer
Eg. Front- & Back-office integration
12. [
Real Experience. Real Advantage. 12
C: Extending CRM with Gplus
Gplus Adapter & Gplus work
items option
Genesys Customer Interaction
Management
SAP, Siebel, PeopleSoft,
Microsoft
(work items, tasks)
Pre-packaged Integration
Routing
Agent Desktop
Interaction History
Configuration Synch
Statistics
13. [
Real Experience. Real Advantage. 13
Global
Marketing
Global Service and Support & Global IT
Global Field Organization
ConsultingBusiness Solution Groups
Manufacturing
Industries
Solution
Management
Application
Development
Service
Industries
Solution
Management
Application
Development
Financial &
Public Services
Solution
Management
Application
Development
Application Platform & Architecture
Finance &
Admini-
stration
Human
Resources
Office of
the CEO
Global Comm.
Corp. Consulting
Internal Audit
Global IP
Technology Platform*
Solution Management
Genesys impacts all of the Enterprise
Genesys
Genesys
Genesys
Genesys
GenesysGenesys
Genesys Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
Genesys
14. [
Real Experience. Real Advantage. 14
A Few Examples
Global Telecom Company:
Streamlining Billing
Saving $9 Million
Leading Provider of Student Loans:
Streamlined Loan Approval
Saving $4.4 Million
Global Financial Services Company:
Managing Trade Exceptions
Saving $1 Million, 50% staff
reassignment
15. [
Real Experience. Real Advantage. 15
Proven Success
“Genesys’ commitment to working with complementary
application providers offers businesses a ’real-world’ approach
that delivers more complete solutions.”
META Group
600 G+ Customers Worldwide
16. [
Real Experience. Real Advantage. 16
Benefits
Improve customer experience
Personalize customer service. Automatically attach customer
data with every call and transfer.
Complete 360-degree view of the customer for better first contact
resolution
Intelligent voice self service for faster results; proactive customer
notification for better responsiveness
Real-time, integrated routing of all media types for consistent
service delivery
Increase business agility to respond to business needs and market
opportunities
Real-time, business process management integrated with
mission critical applications for faster and smarter business
decision making
Open standard, Web-services enabled interoperability to
dynamically optimize business processes and work flow across
and outside the enterprise
SOA-based foundation and composite applications leverage
existing communication resources to create new business value
Extend enterprise applications to any devices, anywhere,
17. [
Real Experience. Real Advantage. 17
Benefits (2)
Increase information visibility for smarter business
decisions
Reporting and analytics integration for better management
insights and improved collaboration
Complete end-to-end, blended data and interactions
activities reporting for critical analysis and better decision
making across the enterprise
Lower total cost of ownership
Pre-packaged, out-of-the box integration boxes
implementation risks and high costs
Open standards solution leverages existing infrastructure, is
hardware agnostics and eliminates vendor lock-in
18. [
Real Experience. Real Advantage. 18
Andrew Corporation
A CommScope Company
Tom Leddy – Senior Developer – Extended SAP
Solutions
Technical lead for CIC Project
Responsible for BSP Development
System Configuration
Middleware Management
CTI Integration
BASIS work
Security
19. [
Real Experience. Real Advantage. 19
A global designer, manufacturer, and
supplier of communications equipment,
services, and systems
Total sales in 2007 over $4.3 Billion
Operates in over 120 Countries
No. of employees = 17,000
Sales done through direct sales to
OEMs, Carriers, also through distribution
channels.
Customer service and support through
six Contact Centers worldwide.
Types of customer service and support
issues –
quotes,
order management
complaints
Andrew Corporation
A CommScope Company
20. [
Real Experience. Real Advantage. 20
Technology Environment
Avaya S8700
SAP
ERP R/3 Version 4.6c
CRM 5.0
Mobile Sales
Interaction Center Web Client
BW
Microsoft Exchange
Lotus Domino
RightFax
21. [
Real Experience. Real Advantage. 21
CRM Implementation
Began with version 4.0 in 2004
Initially we used Mobile Sales for forecasting, opportunity
and contact management.
We upgraded to version 5.0 and implemented Interaction
Center Web Client in Q1 2008
We’re planning to upgrade to CRM 2007 by the end of Q1
2009
22. [
Real Experience. Real Advantage. 22
Business Challenges
Information Sharing – users need
better access to information about
other agents’ interactions with
customers
Need to optimize customer service and
support to meet company metrics
Voice E-mailFax
First call resolution. Route all
interactions, including faxes from
RightFax and Microsoft Exchange
Server emails to the right resource.
Provide improved visibility to agent
activities.
Provide more reliable data for
resource allocation metrics, based
on measured workload on a daily,
weekly and monthly basis.
23. [
Real Experience. Real Advantage. 23
Solution Overview
Genesys
Customer Interaction
Management platform
Inbound Voice
Gplus adapter and
Gplus Work Items
Option for SAP
Gplus adapter for SAP
data access
R/3 CRM
BW
Mobile
Client
CIC Web
Client
PBX
(Avaya)
Interaction
Mgmt
(Genesys)
Exchange
Server
(email)
RightFax
(fax
server)
MW
MWMW
MW
Mobile
App Studio
BSP/
ABAP/
JAVA
ITS
Legend
MW = SAP Middleware
BW = Business Warehouse
ITS = Internet Transaction
Server
BSP/ABAP/JAVA =
Programming Platforms
R/3 = SAP ERP System
CRM = Customer Relationship
Management
CIC = Customer Interaction
Center
24. [
Real Experience. Real Advantage. 24
Implementation
No impact on existing operations
(transparent to customers)
Implementation took about 12 months
overall
4 Months for the Genesys / CTI
portion to be set up.
Genesys partner onsite throughout
implementation
Better solution design
Effective knowledge transfer
Change Management
Customer Service
Representatives now have to
process all interactions including
emails through IC Web Client
25. [
Real Experience. Real Advantage. 25
Fax and Email Routing
Fax number is put into the subject line of an email
Genesys passes fax number or email address to a
custom function module in SAP
SAP returns username of customer’s agent for routing
Routed to generic group if no record found
26. [
Real Experience. Real Advantage. 26
Email
Push scenario (for now)
We didn’t want agents to be cherry picking the easy emails
After we went live, we determined that this wasn’t the best
solution
As part of our CRM 2007 upgrade we’ll be switching to a pull
scenario
Multiple Logins
IC web client only allows one interaction at a time.
This is not acceptable for the way our business runs (agents need
to be able to answer the phone while replying to an email).
We solved this by creating a second login for users that’s
specifically for emails
The issue with this is that we now have to pay for two Genesys
licenses
Outgoing Emails
Extensive work with SAP support to resolve issues involving
27. [
Real Experience. Real Advantage. 27
Order and Quote management
Still handled in R/3
Because we’re on version 4.6c, we use the BOR object to
pass data back and forth
Orders and Quotes are entered in the ERP system and
then linked to the activity clipboard in an interaction
record.
28. [
Real Experience. Real Advantage. 28
Customizations
Custom Inbox Searches By PO Number And Sales Number
Sub-reason field on Interaction Records
Business Partner notes in Identify Account screen
Ability to copy Interaction Record notes to the Windows clipboard
End Complete button added to the toolbar to automatically close interactions
29. [
Real Experience. Real Advantage. 29
Rollout
Application was rolled out to the users on 4/14/2008
The rollout went very smooth. Most issues were minimal
and got resolved within the first 48 hours.
Issues that have come up since the initial rollout
Functional issues
Call routing issues
Genesys services needing to be restarted
Outbound email issues
30. [
Real Experience. Real Advantage. 30
Benefits
Efficiency – Blended Agents (Media)
Unified routing of all interactions –
voice, email, fax
Better resource allocation
First Call Resolution
Improved by routing customers to
their assigned agents,
regardless of interaction type
Fewer transfers, quicker resolution
Efficiency/Reduced Costs
Customer Experience
Management
31. [
Real Experience. Real Advantage. 31
Benefits (cont’d)
Customer Experience
Always routed to assigned agent,
regardless
of interaction type
Customers do not have to
remember assigned agent
– system automatically routes
Management & Visibility
Measurement of all activities
Workload by day, week, month
Agent Satisfaction
Improved as work is measured
accurately and workload
is appropriately assigned and
balanced
Efficiency/Reduced Costs
Customer Experience
Management
32. [
Real Experience. Real Advantage. 32
Genesys Solutions Used
Inbound Voice CIM
Multimedia Routing For Emails And Faxes
Sap G+ Multichannel Adapter
SAP Data Access G+ Adapter
33. [
Real Experience. Real Advantage. 33
Why Genesys
Business Process Routing capabilities
Thorough detailed response to RFP
Ease of integration with SAP
Certifications with SAP
Ecosystem partner – Mediu
34. [
Real Experience. Real Advantage. 34
Lessons Learned
Having a third party (Mediu) was very useful when it
came to dealing with issues between Genesys and SAP
Issues resolved quickly
Amount of finger pointing was reduced
Do not wait until the last minute to start work on reporting
Push scenario for emails eliminates “cherry picking” but
creates other issues for users that are less desirable
35. [
Real Experience. Real Advantage. 35
Future Plans
CRM 2007 upgrade is currently underway
Spain Rollout of IC Webclient set to begin after the
upgrade is complete
Evaluation of additional functionality within the existing
application is underway by our field services group.
37. [
Real Experience. Real Advantage. 37
[
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