1. Mul$ple
Channel
Organiza$on
Back
Office
Back
Office
Back
Office
IVR
Call
Centre
Campaigns
Call
Centre
Branch
Call
Centre
Apps
Web
Email
Chat
Call
Centre
Call
Centre
Social
Call
Centre
Silos
by
P&L
responsibility
Zaheer
Gilani,
Sr.
Principal
Business
Consultant,
Genesys

2. Apps
Mul$-­‐Channel
Organiza$on
Call
Centre
Back
Office
IVR
Campaigns
Branch
Social
Web
Email
Chat
Agent
Callback
Co-­‐browse
• Customer
Forums
• CX
Governance
• Customer
Processes
• Design
Consistency
• Branded
Persona
• Informa$on
Consistency
Zaheer
Gilani,
Sr.
Principal
Business
Consultant,
Genesys

3. Cross-­‐Channel
Organiza$on
Call
Centre
Back
Office
Apps
IVR
Campaigns
Branch
Social
Web
Email
Chat
Agent
Callback
Co-­‐browse
• Greater
technical
integra$on
between
channels
and
touch-­‐points
• Cross
Channel
transac$ons
and
interac$ons
across
all
devices
and
modali$es
(voice
&
video)
• Customer
is
able
to
start
and
end
transac$ons
via
cross
channel
and
touch-­‐point
engagements
Zaheer
Gilani,
Sr.
Principal
Business
Consultant,
Genesys

4. Omni-­‐Channel
Organiza$on
Call
Centre
Back
Office
Apps
IVR
Campaigns
Branch
Social
Web
Email
Chat
Callback
Zaheer
Gilani,
Sr.
Principal
Business
Consultant,
Genesys