1©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.

ISITTIMETOMOVEYOURCONTACTCENTERTOTHECLOUD?

22

AGENDA◉ What’sthecurrentstateofthecontactcentermarket?◉ Whyiscloudgrowthreachingcriticalmass?

● Whyareon-premisescontactcenterslosingsharetocloud?● What’skeepingsomeorganizationsfrommoving?

◉ Whendoesincreasedbusinessagilitytrumpcostsavings?● WhataresomeoftheTCObenefitsofcloudvs.on-premises?

◉ Howdoesclouddrivegreatersimplification?◉ 3questionstoask—todetermineifnowisthetimetomove.

33

CURRENTSTATEOFAFFAIRS◉ ContactCentermarketevolvingintoIntegratedSuitesasaService◉ Customersdemandnewchannelsandconnectedconversations◉ Realbenefitofcloudtoorganizationsoverallothers—isagility◉ Researchconductedforthisnewreport

© 2016 Forrester Research, Inc. Reproduction Prohibited 4

© 2016 Forrester Research, Inc. Reproduction Prohibited 5

66

CLOUDGROWTHREACHINGCRITICALMASS

◉ Cloudinahigh-growthphase● Vendorsreporting20%growthrates

● On-premisesgrowthremainsflat● Forresterforecasting22%subscription

growthin2016● ‘Public’cloudinfrastructurelike

Amazonhavereachedsignificantlevelofmaturity

◉ Organizationalconfidenceincloudishigherthaneverbefore

© 2016 Forrester Research, Inc. Reproduction Prohibited 7

© 2016 Forrester Research, Inc. Reproduction Prohibited 8

9©2016,GenesysTelecommunicationsLaboratories,Inc.Allrightsreserved.

WHAT’SHOLDINGYOUBACK?

1010

BUSINESSAGILITY◉ IncreasingBusinessAgilityTrumpsCostSavings◉ Agilitydefined

● Improvedflexibilityformorerapidresponses

◉ Morechannels=morehappycustomers◉ Financialagilitymeansseveralthings,including

TCObenefits● Opexvs.Capex● Time-to-valueofnewcapabilities● Immediatescaleupanddowntomeetseasonal,

campaignburstingneeds● Simplicityofmanagement

© 2016 Forrester Research, Inc. Reproduction Prohibited 11

Social

Web

In Person

Phone

Mobile

Customers Are Crossing Engagement Channels

Browse Community

Forum

Browse Facebook

Page

Browse A Company Website

Tweet About A Company

Email A Company

Service Agent

Navigate an IVR On A

SmartphoneReceive Info

Via SMS

Transfer To Service Agent

Visit An In-Store Sales

Agent

© 2016 Forrester Research, Inc. Reproduction Prohibited 12

© 2016 Forrester Research, Inc. Reproduction Prohibited 13

1414

CLOUDTOTALCOSTOFOWNERSHIP◉ Cloudsuitesarebecomingmorecosteffective

● Morebundlingofcapabilities● Publiccloudinfrastructurehasgottencheaper,richersinceintroduction

◉ Cloudsuitesreducingcomplexmultivendorenvironments● PCI,othercompliancealreadyhandledinthecloud

◉ Hidden,on-premises‘overhead’andopportunitycosts● Projectmanagement,teaminvolvementduringupgradecycles

Greateragility,fasterdeploymentsprovidestrategicandbusinessadvantages:

• Abilitytoburst;scaleupanddowntomeetseasonalneeds• OPEXfundingsometimeseasierthanCAPEX

1515

CLOUDDRIVINGSIMPLICITY:ACROSSPEOPLE,PROCESSESANDIT

◉ Implementationandconfigurationsimplicity● Deploymentandadaptation—fasterto

turnupandstartusing● Distributedagentsandnewregionseasier

toadd,manage● WhyisintegrationwithCRMandlegacy

systemsofteneasier?● APIsandRESTfulinterfacessimplify

integrationandcustomizations

◉ UX(UserExperience)simplicity◉ Technologyupgrades—continuous

improvements

1616

CLOUDSIMPLICITYFORAGENTS,SUPERVISORS,MANAGERS

1717

SUMMARY◉ Cloudcontactcentersin

ahighgrowthphase◉ Lookmoreforagilityand

forcostsavings◉ Cloudisdrivinggreater

simplificationacrosspeople,processesandIT

◉ Inspectwhatyouexpectfromyourcloudcontactcenterprovider

◉ Architectureandroadmapsareimportant

1818

3QUESTIONSTOASK–TIMETOSTARTYOURMOVE?◉ Areoutdatedorend-of-lifetechnologies

keepingyoufrommeetingcustomerdemandsforengagement?

◉ Doyouneedtoconsolidatemulti-vendoron-premisesinstallationsandmanagement?

◉ Arenewcapabilitiesorlocationsneededwhichrequiregreaterflexibilityandfasttimetoimplementation?

1919

CHOOSINGTHERIGHTCLOUDVENDORWhattoLookFor:1. Financialstability2. Scalablecloudarchitecturewithprovisionsfordataisolationasdesired3. Secureglobalplatformwithhighavailability4. Successplanstomapresultstoyourbusinessobjectives5. Therightcustomerreferences–yoursize,inyourindustry6. RoadmaptosupportIoT,mobile-first,thesocialspectrum,andnewvoiceapplicationslike

SkypeforBusiness

2020

BEST-OF-SUITECAPABILITIES◉ Inbound Voice◉ OutboundEngagement◉ MultichannelEngagement◉ Self-Service◉ Workforce andQualityManagement Admin BasicIVR Routing Designer Reporting Interaction AgentRecording

Users

Skills

Resources

Multi-Channel

BasicStrategies

RealTime:Pulse

InteractiveInsights

BasicReports

WorkspaceWeb

InboundVoice

Chat

DTMF

RESTfulAPI ToBack-End

Email

VoiceApps

Routing

Full-Time

RESTfulAPIToBack-End

2121

GENESYSGLOBALFOOTPRINT

WesternCanada

Toronto,ON,Canada

Slough,UK

India

Singapore

Sydney,AUAmsterdam,NLAshburn,VASanJose,CA

222222

www.genesys.com/about-genesys/newsroom/news/genesys-and-microsoft-expand-relationship-to-deliver-world-class-customer-experiencewww.genesys.com/about-genesys/customer-stories/atom-bankwww.genesys.com/about-genesys/customer-stories/red-hatwww.genesys.com/about-genesys/newsroom/news/genesys-cloud-contact-center-solution-selected-by-red-hat-to-transform-custwww.genesys.com/about-genesys/newsroom/news/cartrawler-selects-genesys-to-drive-customer-service-across-the-globe

CUSTOMERSUCCESS

23

“GenesysandMicrosoftshareajointvisiontoconnectusersinmorepersonalways.WebelieveGenesysisaleaderinthecontactcenterspaceandtogetherwewilltransformthewaycustomersengage,bothinsideandoutsidethebusinessusingchat,voiceandvideo.”

ZigSerafinCorporateVicePresident,Microsoft

Challenges• Displacedtechnologyhadterriblereportingandanalyticscapabilities.AnychangestotheIVRcausedmultipleproblems.

• BusinessIntelligenceandanalyticswereimportantcomponentsoftheon-demandsolution.

Solution• Oneoftheworld’slargestcontactcentersystemsthatwillextendtheSkypeforBusinessPBX,conferencingandmessagingsystemalreadyuseddailybyapproximately100,000Microsoftemployeesglobally.

• GenesysnowcollaboratingwithMicrosoftonaglobalcloudsolutiontobringnextgenerationcustomerexperiencestocustomers

Results• IntegrationofSkypeforBusinesswiththeGenesysCustomerExperiencePlatformenablescustomersandcompaniestoseamlesslyengagethroughvideo,voiceandinstantmessaging.

• Personalizedone-to-oneengagementisnowapracticalrealityacrosstheentireorganization.Customersconnectedwiththebestsubjectmatterexpertinanydepartmentandlocation.

Industry TechnologySectorRegionNorthAmerica

MICROSOFTCORPORATION

24

“WithacloudcontactcentermodelfromGenesys,we’vebeenabletoreducemaintenanceexpense,whilemeetingourglobaldisasterrecoveryandbusinesscontinuityrequirements.”

LeeCongdon,CIO,RedHat

Industry SoftwareRegionGlobal

Challenges• Createtruebusinesscontinuityandhighavailability.• Connectregionalcontactcentersilos.• Supportrapidgrowth.

SolutionGenesysCustomerExperiencePlatformestablishedaglobalvoicequeueforinboundcallsprovidinga“followthesun”solutiontoservecustomersacrossallglobalregionsthroughouttheday(includingcentralizedrouting,reporting,WFMandIVR.)Thislaysthe foundationforfuturephaseswhichwilldriveadditionaloperationalvisibilityandfunctionalitysuchasauniversalqueueofcustomerinteractionsacrossalltouchpointsandchannels.

Results• Unmatchedredundancyforbusinesscontinuity.• Handlemorevolumewithexistingstaff.• Abilitytotakecallsinminutes(insteadofdays)incaseofanoutage.• Improvedcustomerservicebyroutingcustomerstoqualifiedagentsthefirsttime.

Globalvoicequeuesupportingaunified,virtualteam

REDHAT

2525

RESOURCES◉ ForresterReport:“IncreaseCustomerServiceAgility

WithCloudContactCenters”◉ ForresterTEIStudy:TotalEconomicImpact™

oftheGenesysOmnichannelEngagementCenterSolution

◉ WhitePaper:ContactCenterManagers’RoadmaptotheFutureintheCloud

◉ eBook:ContactCenterEconomicsandtheCloud:MovetotheCloudwithConfidence

2626

ENGAGEWITHGENESYS!

Emailusat:enterprise.programs@genesys.com

Tweetwithus:@Genesys, #Gwebinar@Genesys_Brasil,@Genesys_LATAM,@GenesysJapan,@GenesysDACH,@GenesysFrance,@Genesys_IT,@Genesys_ME,@GenesysTurkey