According to Forrester, for the first time, the phone channel has been unseated as the preferred communication channel by web self-service. Adoption of digital channels with an emphasis on self-service channels such as web and mobile is exploding as consumers expect relevant and seamless omnichannel customer service. View this slideshare presentation and learn how to embrace the digital transformation to deliver omnichannel customer experiences. Learn more about this topic. Get the eBook: Don't Let Your Contact Center Workforce Become the Walking Dead http://gsys.co/VB8mF

1. Contact Centers Must Go Digital or Die!

2. © 2015 Forrester Research, Inc. Reproduction Prohibited 2
Source: September 12, 2014 “The CIO's Blueprint For Strategy In The Age Of The Customer”, Forrester report
Customers Control The Conversation That They Have
With Businesses

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Source: June 27, 2014 “What drives a profitable customer experience”, Forrester report
Good Customer Experiences Are Good For Business
Retention
loyalty
Enrichment
loyalty
Advocacy
loyalty
The likelihood that a
customer will keep
existing business
with the company
The likelihood that a
customer will buy
additional products
and services from
the company
The likelihood that
a customer will
recommend the
company to
others

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Source: April 20, 2015, “The Customer Experience Index, 2015” Forrester report
Few Businesses Deliver An Outstanding Experience
73%
Very Poor
(0 to 54)
52%
Poor
( 55 to 64)
OK
(65 to 74)
Good
( 75 to 84)
Excellent
( 85+)
26%
1%
19%
2%

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Source: January 20, 2015 “Channel Management Core To Your Customer Service Strategy” Forrester report
Customers Expect Effortless Service
55% will abandon
online purchases if
they can’t find a
quick answer
For 77%, valuing
their time is the
most important
thing a company
can do to provide
good service

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Customers Increasingly Rely On Self-Service
Help or FAQs
on a company
website
Phone
Email
Chat
Twitter

8. 8 Confidential and Proprietary.
Redefine Self-Service
IVR
Web Self-Service
Mobile Apps
Personalized, Contextual and
Multimodal

9. 9 Confidential and Proprietary.
Multimodal Self-Service Empowers Customers
•Customer dynamically offered visually assisted call to enrich interaction
• Schedule call back time
• Schedule appointments
• Complete & Collect Survey
• Access “How To” Videos
• Push Relevant Information
• In-App Notification

10. 10 Confidential and Proprietary.
Case Study: Switzerland’s Leading Telecom
Improves Productivity While Helping Customers More Quickly with Innovative
Self-Service App
“With this app, customers are
more apt to help themselves,
regardless of their location. Self-
service and “mobile first” – that’s
our motto”
Vanna Breda
Head of Interaction Experience and
Innovation Topics
Swisscom Group
Challenges
• Integrate mobile apps with existing customer service and contact
center processes
• Manage customer interactions that span mobile engagement and
other channels
• Improve customer service experience with an innovative portfolio
of attractive and efficient contact opportunities — from chat, to
click-to-call, to new online services
Solution
Replaced traditional IVR with new app’s graphic IVR. Integrating
mobile engagement capabilities provided smartphone users with an
intuitive drop-down menu to directly contact the appropriate agent by
selecting the type of contact they need. App recognizes relevant
topics and displays appropriate answers as the customer navigates
the system.
Results
• Workload reduction up to 125,000 work hours annually
• Improved call center productivity without impacting service quality
• Customers both reach the menu and get help more quickly with
graphical IVR

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27%
33%
45%
2009
(N=4,569)
2012
(N=7,411)
2014
(N=7,522)
“I like having an instant messaging/online chat box appear and ask
if I need help with my online research or purchase”
Base: US online adults (18+); Source: North American Technographics Customer Experience Online Survey, Q4 2009, North American
Technographics Customer Experience Online Survey, Q4 2012 (US), North American Technographics Customer Experience Survey, 2014
Channel Use Changes Year Over Year
Source: Channel Management Core To Your Customer Service Strategy: Jan 20, 2015

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Let’s Dive Into Those Numbers By Age
74%
83%
65%
55%
54%
51%
73%
73%
42%
35%
37%
31%
0% 20% 40% 60% 80% 100%
Conversation with a customer service representative or
agent via telephone
Help or Frequently Asked Questions (FAQs) on a
company's Web site
Online forum or community with other customers (e.g.,
Walmart's Customer Q&A Exchange, Dell's customer
forums, fixya.com)
Using a self-service mobile phone application
Using an online “virtual agent” (an avatar that simulates a
customer service conversation with a live person)
Contacting a company using Twitter
35+ years old*
18-34 years old
Base: US Online Adults (Online Weekly or More) 18-34 years old; *35+ years old
Source: North American Consumer Technographics Customer Life Cycle Survey 2, 2014

13. 13 Confidential and Proprietary.
Case Study: Digital Banking with a Human Face
Challenges
• Meet the banking needs of a young, tech-savvy population
• Differentiate the customer experience
• Improve contact center sales and efficiency
“Agent-assisted video is very
popular and a first for Turkish
banking in online banking and
mobile channels customers can
request a video call at a time and
place of their choice."
Ender Durukan
Senior VP, Contact Centers
Differentiate self-service customer experience with video engagement and
social media
Solution
Using Genesys digital channels, Akbank has turned its internet
banking portal into a self-service channel with the option of video
sessions – putting a human face on online customer interactions
Results
• Direct Banking customer numbers are now doubled after
announcing new video-enabled mobile banking application
• Service level is approximately 85%
• Abandoned calls ratio is less than 3%

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15. 15 Confidential and Proprietary.
Deliver Personalized Web Experiences
Behavioral Monitoring
Proactive
Proactive and Personalized
Next
Best
Action
Website Clickstream
Rules Engine
Customer
Context
Key Event

16. 16 Confidential and Proprietary.
Case Study: Leading Mobile Communications Provider
Genesys Solutions Provide Personalized Omnichannel Customer
Engagement Resulting in 3X Increase in Sales Conversions
“The solutions that Genesys has
helped us develop over the past
13 years have enabled us to
become closer to our
customers, understand them
better and provide them top
class service."
Steve Briggs
Executive Head of Online and
Self-Service
Challenges
• Increase online sales conversions without increasing operational
overhead
• Identify hot leads and proactively engage in a chat with an
omnichannel agent
Solution
Genesys CX Platform including Workforce Optimization, Reporting
and Analytics and Digital Engagement.
Results
• 3X increase in online sales conversions
• Faster time to market
• Reduced cost of sale: using existing people, process and
technology

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Social
Web
In person
Phone
Mobile
Support Customers Through Their End To End Journey
Browse
Community
Forum
Browse
Facebook
page
Browse a
company
website
Tweet about a
company
Email a
company
service agent
Navigate an
IVR on a
smartphone
Receive info
via SMS
Transfer to
service agent
Visit an
In-store sales
agent

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Source: The Boston Globe mobile app
Don’t Forget About Mobility

19. 19 Confidential and Proprietary.
Case Study: Leader in Online Accommodations Reservations
Genesys Digital Engagement Center Supports Building a Next-Generation
Customer Experience Platform Resulting in a NPS 25% Higher Than
Industry Average
“ The mobile capabilities of the
Genesys solution build better
customer experiences and that
is essential to our present
leadership in the marketplace."
Gary Ding
Vice President of Operations
Challenges
• Huge growing number of users
• Rapid business growth
• Users expect to complete orders promptly through mobile app
Solution
Genesys CX Platform including Desktop, Self-Service and Digital
Engagement Center.
Results
• Savings of US$ 10K per month for phone costs
• Significantly improved its customer experience and retention
• Reduced costs and increase productivity through callback
reservations and workforce allocation

20. 20 Confidential and Proprietary.
eLong Mobile App Integrated into Contact Center
“Apologies, all
of our agents
are currently
busy. You are
5th in queue,
would you like
us to call you
back in about 4
minutes?”
Scheduled
Callback,
confirm phone
number and
time: after 15,
30, 45, 60, or
120 minutes.

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Contact Centers Are Not Delivering
Service In Line With Customer
Expectations

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Contact Centers Don’t Often Pay Attention To Best
Practices
Phone
Email
Chat
Twitter
Help/FAQ on a
website
SATISFACTION
CHANNELUSE

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Contact Centers Are Not Keeping Up With
Expectations
Only 45% of
contact
centers use
quality
monitoring
tools
Only 30% of
contact centers
have agents that
can handle
multiple
channels
Only 54%of
contact
centers use
satisfaction
surveys
Only 39% of
contact centers
use CTI to
display customer
information

24. 24 Confidential and Proprietary.
Case Study: Fast Growing Health Insurer
Genesys Solutions Provide for a High Touch, High Tech Omnichannel Customer
Experience Resulting in Overall Multi-channel Satisfaction of 96%
“Genesys Chat has allowed
UPMC to provide a high level of
service to our members and to
push First Contact Resolution to
new heights. Member feedback
utilizing chat is excellent."
Anne Palmerine
AVP of Customer Engagement and
Enrollment Services UPMC Health
PlanResults
• First contact resolution rates improved to 96%
• Increased the delivery of high-touch, proactive customer
experience
• Real-time contact center insight for day-to-day agility
Challenges
• Improve efficiency while maintaining CX, customer segment
generating 25% of business was utilizing 45% of resources
• Differentiate in a complex healthcare market
• Proactively contact members who may not be getting care or
services they need
Solution
Omnichannel capabilities with the Genesys CX Platform. Including
Inbound and Outbound Engagement, single Desktop across channels
including voice, Self-Service IVR, Analytics for actionable insights into
team performance and customer care issues and Digital
Engagement.

25. 25 Confidential and Proprietary.
Customer Experience Platform
Cloud Hybrid On-
Premises
Customer Service & Support
Outbound Sales & MarketingPayment & Collections
Inbound Sales & eCommerce
Store/
Branch
Direct
to Rep
Back
Office
Contact
Center
Marketing
Promotion
Mobile
AppWebsite Social
Self Service In/Outbound Back Office Workforce

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What are you doing about it?

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Evolve Operations By Focusing On Four Dimensions

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Evolve Operations By Focusing On Four Dimensions
o What is your customer
engagement strategy?
o How are you embracing
the self-service shift?

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Evolve Operations By Focusing On Four Dimensions
o Are you investing in
technology to support
digital operations?
o How are you
standardizing content?

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Evolve Operations By Focusing On Four Dimensions
o Does the contact center
own all digital channels?
o How are you
standardizing
processes?

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Evolve Operations By Focusing On Four Dimensions
o How are you recruiting
omnichannel agents?
o Are you cross-training agents?
o How are you scheduling agents?
o How are you compensating
agents?

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Six Steps to an Omnichannel Contact Center Roadmap
1. Leverage your data to align operations with customer
expectations
2. Monitor customer self-service journeys and pass journey
information to agents
3. Empower agents with contextual customer information
4. Invest in a universal queue for omnichannel inquiries
5. Use a universal desktop to standardize agent
experiences
6. Standardize measures of success across channels