Dynamic Customer Experiences

TCA Conference, April 10, 2008 Jeff Wiles - Voice Applications Solutions

Genesys

What do we do?
3

Market Leader
#1 Computer Telephony Integration
- Greater market share than 2 next competitors combined

#1 VXML Voice Portals

- Gartner Leader 4 years in a row - Leader in Open IVR ports shipped

100% open software based solutions

Leading Suite of Customer Interaction Management solutions

Financial stability
Steady growth rate (>20% CAGR)

Industry specific solutions that deliver tangible ROI

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Typical Reasons why Customers Call

5

Have question need answer Need something done order, change address, etc. Need something fixed 15% Have a complaint not happy
0
Source: Benchmark Portal, June 2005

65%

25%

5%
10 20 30 40 50 60 70

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Consumers Still Prefer Telephone/Voice Interactions

6

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What people dont like

7

Percentage of Reason

Respondents
Long hold times Confusing automated menus Too long to answer 63% 50% 27%

Too many rep transfers

System or agent did not have previously entered info Agent lack of knowledge about you Other

21%
19% 12% 8%

Yankee Group 2007

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A Day in the Life of the Contact Center

8

Reduce cross selling Offer call back

Extend CC
Push to IVR

TRAFFIC

Return calls Extract from IVR Increase cross selling Process workflow Process email Cross Sell-opportunity Proactive calls

TIME
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Imagine This Caller Experience!!

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PSTN/IP

IVR gets callers account number. Caller needs to speak with Expert, so opts out.

Asks for account number again. Asks caller to explain reason for call, before transferring to Expert.

PBX

IVR
Waiting in queue. No intelligent routing. No screen pop.

Agent

Customer

Asks for account number yet again. Asks caller to explain reason for call again.

Placed back in queue (end of line). No intelligent routing. No voice or screen transfer.

Expert
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If IVR is Poor: Impact on CTI & Routing

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Callers blame IVR for poor customer service

Callers opt-out early, without providing IVR the correct data for Routing or CTI screen-pop Callers rarely give IVR a 2nd or 3rd chance They quickly figure out how to opt out and once they know, they do so repeatedly
Once damage is done, its done. Get it right the first time!

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If CTI & Routing are poor (or dont exist): Impacts IVR
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Callers still blame the IVR for poor customer service!

Not contact center technology (they dont know what that is)

Lack of intelligent routing decreases, Poor First Call Resolution No screen-pop means agents spend more time re-collecting data already gathered in IVR Erodes self-service automation rates
Callers feel time spent in IVR was wasted and are less likely to use it in future Once damage is done, its done. Get it right the first time!

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Engage Callers with Integrated Self and Agent-Assisted Service

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Self-Service
Customer

Who is the caller ?

Execute specific self-service applications
Customer Database

Agent-assisted service based on integrated rules engine

Business rules routing Support Gold Customer

Sales

Agent- Assisted Service

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Blending Self & Agent-Assisted Service

Business Value
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VSS

Enterprise Routing

Expert Contact

Customers

Self-Service

Agent

Expert

$ 0.3 - 0.5/transaction

$ 2 5/transaction

$ 10 20/transaction

Align services delivered with customer value & needs 1 misrouted call could equal 50+ self-service calls
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Impact of Caller Experience on Business

14

Source: Benchmark Portal, June 2005

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Significance of Self-Service in Delivering Customer Satisfaction

15

47% 29% 19% 4%

Critical

Important

Significant

Insignificant

% of customer service executives

Source: Benchmark Portal (June, 2005)
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How Much Would you Prefer to Use Speech Rather than Touchtone IVR?
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29% 22% 14% 10% 24%

Very highly Highly Prefer prefer

Prefer

No preference

Definitely wouldn't prefer

% of consumers who have used a speech application

Source: Benchmark Portal (June, 2005)
All rights reserved 2005, Genesys Telecommunications Laboratories, Inc.

Speech Enhances Customer Experience

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90% feel Speech adds value.

85% of respondents said Speech is easier than DTMF.

66% of consumers encounter Speech regularly.

Harris Study

A well-crafted speech app is like having your best CSR on duty 24/7

Speech enhances customer experience and increases consumer loyalty.

All rights reserved 2005, Genesys Telecommunications Laboratories, Inc.

This Data Implies the following:

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Majority of calls are for informational purposes

There are significant opportunities for speech-enabled IVR to improve caller experience and reduce costs
How an agent call is handled has a high impact in creating positive or negative company image and brand loyalty Speech-enabled IVR is an important channel to improve caller experience and reduce costs Using speech to gather information to assist agents allows you to get actionable data and your customers like it better!
All rights reserved 2005, Genesys Telecommunications Laboratories, Inc.

Voice Programming Standards Shift

100% 90%
SALT VXML-derived multimodal
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80% 70% 60%

VoiceXML

VXML will dominate the voice environment, due to its flexibility and eventual multimodal capabilities Proprietary languages will maintain some market presence in larger firms requiring programming independence

50%
40% 30%
Proprietary

20% 10% 0% 2002 2003 2004 2005 2006

SALT will not become widespread, despite being backed by Microsoft

2007
(Datamonitor 05/04)

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Commitment to Standards
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Certified for VXML 2.0:

Recommendation (http://www.w3.org/TR/voicexml20/) Candidate Recommendation (http://www.w3.org/TR/2004/PR-voicexml2020040203/)

Moving forward as standards evolve

CCXML Call control VXML 2.1

SIP and H.323 support for VoIP MRCP support for ASR and TTS

VXML extensions for CTI

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Next Generation Self Service Platform

Convergence of Web and Speech
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<claim status>

HTML
<direct deposit advice>

Back office Applications Web Application Server

Claims Number
VXML
claim status

your claim was direct deposited..

Genesys Voice Platform

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Genesys Voice Platform

22

Leverage web architecture for OA&M

Communications Server(s)

Deploy IVR Applications Here

Back Office Applications

ACD/PBX WAN

Development Environment

Web Application Server

PSTN/IP

Voice Portal Manager Voice Application Reporting

Agents

Manage IVR Here

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Genesys Voice Platform

Deployment Flexibility
Live Agents
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Back Office Applications

PBX/ACD

Communications Server

IVR In Network IVR Behind

PSTN/IP

VXML Document

Development Environment

Web Application Server

IVR In-front

CS

WAN

PBX/ACD CS

Voice Portal Manager

Voice Application Reporting

Agents

All and/or in network IVR can be deployed in-front of and/or behind ACD/PBX, rights reserved 2005, Genesys Telecommunications Laboratories, Inc.

So, Why is all this important?

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Reusability
Take advantage of existing Enterprise Applications Reuse Web applications Keep existing business rules within the Enterprise Allow multiple developers to develop at one time

Open Application development

To the extent that applications developed within GVP or for GVP can be reused on other VXML platforms

Existing infrastructure can be used

Web based architecture allows for reuse of data network, web servers, databases and applications. Deployment, maintenance, monitoring and management can use existing web processes.
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Dynamic Customer Experiences

TCA Conference, April 10, 2008 Jeff Wiles - Voice Applications Solutions 503-645-0246 Adam Holden, Northern CA 925-558-2711 David Bellig, Government

916-772-7837