Download Genesys - Finmedia

Genesys – Business Overview
FINmedia Conference, June 21st 2006
[email protected]
Company Facts
2
 #1 Contact Center and Open IVR Software Provider
 100% contact center software focus
 1,400 employees
 3000+ customers
 Sales in more than 80 countries in 45 offices
 More than 300 partners worldwide
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Proven with Industry Leaders
The #1 market leader in each of 25 different industries uses Genesys
10 of 10
Fortune
1000
3
Top telecommunications companies use
Genesys
TOP 2
Top automakers use Genesys
3 of 5
0
Top airlines use Genesys
3 of 5
0
Top banks use Genesys
3 of 5
0 use Genesys
Top computer companies
3 of 5
Top utilities companies use Genesys
4 of 5
Top healthcare companies use Genesys
5 of 10
Top securities companies use Genesys
5 of 10
Top insurance companies use Genesys
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
World Class Customers
4
Retail
Financial
Services
Telecom
Manufacturing
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Recognized as worldwide leader in CTI
5
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Call Center Directions
6
 Then: call centers were tactical
• Standardize service
• Cost center – not a revenue driver
• Not aligned with business objectives
 Now: call centers are strategic
• Call centers drive new revenues
• No longer isolated silos but integral to business strategy
• Business results are directly linked to customer experience and
efficiency
Drive revenue, reduce costs, and improve quality
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Optimizing Quality, Cost and Revenue
7
Have you had to
choose
one
of
the
What
if
you
With
Genesys
lets
3?
could
Genesys you
you …all
optimize
can…
3?
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Solutions
8
E-mail
Fax
Phone
Mail
Web
Wireless
Voice
Portal
Network
Routing
Business Process
Routing
Workforce
Management
Outbound
Contact
Internet
Contact
Enterprise
Routing
Framework
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Moving from disjointed
Interactions, People & Information…
9
Other Data
Stores
Call Outbound
Outsourcer
SMS
Agent
Supervisor
Branch
ERP
E -mail
Calls Inbound
CRM
Web
Speech
Specialist
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
… to software that ties
everything together
10
Other Data
Stores
Call Outbound
Interactions
Outsourcer
SMS
Agent
Supervisor
Branch
ERP
People
E -mail
Calls Inbound
Information
CRM
Web
Speech
Specialist
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Express – make it simple
11
 Integrated Product Suite
 Centralized Management
PBX
 Intelligent Routing of
Customer Interactions
 Agent Desktop
 E-Mail Management
 Business-Oriented
Historical Reporting
 Real-Time Monitoring
 Voice Processing
 Model Environment
Administrator
Desktop
Supervisor
Desktop
Single Screen/
Application
Agent
Desktop
 Migration for Future Growth
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Gplus adapter for MS CRM 3.0
12
 Dramatically increases productivity of customer care
 Finally supports Media Routing (CRM Email, Preview
Outbound, Work Item routing)
Customer
information
displayed
 Inbound Voice Calls
 Screen Popup, phone control
directly from the application –
new CTI Toolbar and Taskbar
 Automated interaction history
 Single sign-on with Active dir.
 Released on May 10th 2006
Link to related
customer
account
information
displayed
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Sales model and competence
13
 purely indirect in Europe
 SOFTWIN – strategic Genesys partner in Romania
•
•
•
•
great integration skills
wide customer care – oriented portfolio focus
existing references
rapidly growing on the contact center market
 Genesys Professional Services team available in Europe
• to assist with a large projects
• provide “supervision”
• assist our local partners
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Running @ Lufthansa
14
 Who is Lufthansa?
• German airline company
• Funding member of the world’s biggest
airline grouping, the Star Alliance
• 8 contact centers worldwide
• Existing Enterprise Routing over Avaya
Definity G3 PBXs
 Business drivers
• Centrally manage self-service, parking and
routing of calls (Optimize call routing)
• Reduce telecom and infrastructure cost
 Solution: Genesys Voice Platform Network
Edition (300 ports - SIP)
•
Managed service offering from T-Systems)
 Gains
• 20% calls are self-serviced in the network
• Toll bypass as calls are routed from the
network to the premise using IP
VPN/backbone
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Running @ CartaSi
15
 Who is CartaSi?
• Credit card market leader in Italy (7.5
million cardholders)
• Existing Genesys over Avaya
customer
 Business drivers
• Manage growing inbound call
volume by deploying additional
agents
• Increase overall quality of service
 Solution: Genesys IPCC
 Gains
• 16 million calls per year
• 97.5% first call resolution
• 87% of calls answered within 20
seconds
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Genesys Running @ Ministry Of Social
Development
16
 What is MSD?
•
•
Government agency serving
more than one million New
Zealanders for social services
Largest commercial Cisco IP
Telephony implementation in the
world (8,500 IP phones)
 Business Drivers
•
•
Seamlessly migrate their Nortel
DMS-100 based contact center to
IP
Virtualized resources across 5
different locations
 Solution – Genesys IPCC
(Cisco CM)
All rights reserved © 2005, Genesys Telecommunications Laboratories, Inc.
Thank you