Post on 09-Jan-2017
accelerate'your'ambition
Dimension'Data’s'2016'Global'Contact'Centre'Benchmarking'Report
20#May#2016
Global#results
The$state$of$the$Omnichannel Contact$Centre
Copyright#©#2016#Dimension#Data#
About#the#2016'Report
6'chapters,#700+'data#points,#80+'result#charts#
1320 companies#from81 countries#globally#contributed#to#this#year’s#research#
Analysis with#contextand#recommendationson#best#practices
16'new#questions#and#existing#survey#expanded#to#include#digital
25 country/regional#highlights#summary#reports
New#for#2016#bespoke'reportbuilder#via#new#website
accelerate'your'ambition 4Copyright#©#2016#Dimension#Data#
20#May#2016
Copyright#©#2016#Dimension#Data#
What’s#included?
Customer'Analyticscustomer#segmentationsingle#view#of#customercustomer#intelligenceservice#determinantsprocess#reIengineeringinternal#SLAs
Contact'centreoperationscustomer#satisfactioncontact#qualitymanagement#informationcontact#statisticscontact#resolutionperformance#management
Workforce'optimisationstaffing#modelstrainingcompetency#managementemployee#engagementhuman#resourcesworkforce#management
Technology'solutionstechnology#trendstechnology#readinessownershipcontact#centre deploymentsapplication#functionalityservice#management
CX'strategy'and'innovationcontact#channelscentre maturitymarket#trendsfinancial#positioninglocation#planningstrategic#performanceinnovation
Digital'servicesselfIservice#capabilityselfIservice#prioritiescustomer#behaviourscontact#statisticsprocess#reviewschannel#development
Copyright#©#2016#Dimension#Data#
The'big'picture…
Copyright#©#2016#Dimension#Data#
Much'more'than'a'contact'centre
TelephoneIbased#CX DigitalIbased#CX
Contact2000s
Channel#migration#for#cost'reduction
Broadeningchannel#access
1990sCallReplacingfaceNtoNfaceProvide#improved#customer'access
2010sMultichannelPart#of#amultiple'channel'experience'Supporting#other'channels'I not#always#first#choice
Omnichannel2016'– 2018
Focused#on#resolving#user#issues#‘inNchannel’
Providing#assisted#support#for#integrated digital#channels
Digital analytics
Technology#enablement
2016N2020sPersonalisation &'proactive'CX
accelerate'your'ambition 8Copyright#©#2016#Dimension#Data#
The'digital'progression…
Telephone
IVR
Automated# services
Web#chat
Social# media# I Facebook,#Twitter,#etc.
Smartphone# application
SMS#text
Video# chat
Service# kiosk#support
Internet#website# (peerItoIpeer# systems)
2006
2015
2016The'digital'revolution'continues
Today,#digital'interactions'account#for#over#42%'of'all'interactions'and#are#on#track#to#overtake'voice by'end'of'the'year
Copyright#©#2016#Dimension#Data#
The'challenge…
accelerate'your'ambition 10Copyright#©#2016#Dimension#Data#
Contact'by'channel:'Actual'split'versus'desired'split'
What' is'your'desired'versus'actual'split'of'customer'interactions'by'channel'grouping?'n#|#1041
42.9
37.3
19.8
Desired
57.7
18.7
23.6
Actual
Contacts'by'phone'drop#again,#by#12%#on#2015
Desired'split'still#some#way#to#go#before#actual#target#numbers#achieved#
accelerate'your'ambition 11Copyright#©#2016#Dimension#Data#
4.3
12.3
15.5
21.1
29.9
31.8
31.8
32.2
34.6
36.5
49.1
Other
Speed# of#change# I can't#keep#up
Access#to#new#technologies# (incl.#hosting# etc.)
Security#risks#and#compliance
Data#analytics#(incl.#big#data)
Interaction# optimisation/automation
Commitment# to#customer# exeprience# as#a#differentiator
Multiskilling/increased# complexity
Changing# user#behaviours# (mobile,#social#etc.)
Migrating#traffic# to#digital
Omnichannel# strategies# (connected# customer# journeys)
Industry'trends'affecting'contact'centre
What'are'the'top'three'industry'trends'affecting'your'CX'capability?n#|#1319
OmnichanneY'Connected'customer'journeys'is'the'#1'factor'affecting'CX'capability'
accelerate'your'ambition 12Copyright#©#2016#Dimension#Data#
1.7
4.2
5.5
7.5
15.9
17.1
19.9
21.6
27.1
37.6
43.8
47.5
50.2
Other
Public#scrutiny#of#service#provision
Service#via#video# on#demand
Enhanced# security#(i.e.# fraud)
Better# training#and# agent# empowerment
Service#via#social#media
Executive# commitment# to# the#customer#experience
Availability/access# to#new#technology
Changing# user#demands/behaviours
Personalised# service#offerings
Digital#channel# service#capability
Integrated# customer# journeys# (i.e.#omnichannel)
Customer#analytics
Innovation'and'emerging'trends
What'are'the'top'three'things'that'will'reshape'the'contact'centre'industry'(and'CX)'during'the'next'five'years?n#|#1319
Analytics'again'voted'top'factor'that'will'reshape'industryPersonalised#service#offerings#fall#right#behind#architecture#capability#as#top#CX#enabler
accelerate'your'ambition 13Copyright#©#2016#Dimension#Data#
Challenges'of'technology'systems
What'are'the'most'common'challenges'faced'as'a'result'of'your'contact'centre'technology'systems?n#|#982
Percentage 2016
Integrating# multiple# technology# systems 61.0
Legacy# systems#inhibit# flexibility/progress (but#can’t# be#replaced) 46.9
Stretch on#resources# (too#many#competing# priorities) 37.8
Securing budget/cost# burdens 37.6
No#common#strategy#(solutions# created# in#silos) 28.7
Lack#of#required# technologies 27.7
Speed# of#change# – technology# can’t# keep#up# with#requirements 27.0
Management# of#multiple#projects/completion# of# implementations# (lesson# learned,# post# install# reviews) 21.2
Maintaining# big#data# view#across#organisation 15.0
Inability# to#define# positive#business# case/evidence# ROI 14.0
Other 7.4
Integration'the'top'inhibitor'to'improving'technology'systemsLegacy#infrastructure#challenges#up#by#23%#and#up#from#5th#to#2nd#top#issue
accelerate'your'ambition 14Copyright#©#2016#Dimension#Data#
34.5
53.6
61.1
63.3
65.1
66.1
74.5
78.5
24.3
26.1
22.4
21.3
21.8
14.3
16.0
13.0
41.2
20.3
16.5
15.4
13.1
19.6
9.5
8.5
Agent# screen#capture
Agent# analytics
Feedback# mechanisms
Knowledge# management
Workforce#management
Voice#and/or# data# logging# (storage# and#retrieval#of#customer#records)
Quality#management
Performance# management
Currently#use Planned Not#planned
Workforce'optimisation'systems'(current'and'planned)
What'systems'are'used'to'enable'workforce'optimisation'in'your'organisation?n#|#999
35%'operate'without'WFM'systems44%#function#without#agent#analytics#tools#–also#top#future#focus
Copyright#©#2016#Dimension#Data#
The'detail…
Copyright#©#2016#Dimension#Data#
Digital'interactions'dominate:'Digital'volumes'handled'by'contact'centres on'track'to'exceed'phone'by'end'of'2016'
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
Growth'in'almost'every'digital'channel,'contrasts#with#12%#shrinkage#of#phone#in#split#of#interactions#handled#by#contact#centre
CX#now#top#reason#for#offering#selfI/assistedIservice#channels#(ahead#of#cost)
But#2#in#3#say#digital#tech#not#meeting#business#needs
accelerate'your'ambition 17Copyright#©#2016#Dimension#Data#
Contacts'handled'by'channel
What’s'the'percentage' split'of'interactions'being' handled' across'the'channels' offered'to'your'customers?n#|#1041
2015 2016
Telephone 65.7 57.7
Email 15.5 15.2
IVR#(touchtone/speech) 8.4 10.0
Internet# website#(incl.#knowledge# portals,# peerItoIpeer# systems#etc.) 4.3 6.0
Web#chat#(including# instant# messaging,# coIbrowse) 1.8 2.6
Social#media#I Facebook,# Twitter,#etc. 1.4 2.1
Service#kiosk#support# (i.e.#branch# walkIins) Not#asked 1.9
Mobile#application# (smartphone,# tablet# apps) 1.2 1.7
SMS#text 1.5 1.6
Automated# services#(e.g.#push# messages,# auto# updates,# etc.) Not#asked 1.0
Video# chat 0.2 0.3
Growth'in'every'digital'channel'contrasts'to'12%'shrinkage'in'telephoneSupports#forecast#that#digital#to#surpass#phone#by#end#of#year
Copyright#©#2016#Dimension#Data#
CX'recognised as'a'clear'differentiator:'it’s#dominating#the#service#revolution#as#organisations#go#beyond….go#digital#or#die
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
83%'recognise CX'as'a'competitive'differentiator
That’s#a#rise#of#30%#since#2012
78%#recognise CX#as#the#most#important#board#level/exco strategic#performance#measure#
77%#can#evidence#cost#saving#benefits#via#improved#CXi#74%#say#it#increases#company#profits/revenues#
Strategy'and'innovation
accelerate'your'ambition 19Copyright#©#2016#Dimension#Data#
4.8
13.0
14.2
19.0
31.4
32.7
33.4
34.6
39.0
77.5
Other
Customer#effort#scores#(ease#of#doing# business)
Transition#to#digital# interactions
Complaint# levels
Productivity# and#cost# to#serve#(incl.#contact# propensity)
Customer#advocacy# or#loyalty#(e.g.#NPS*)
Employee# engagement
Sales#revenue# and# profits
First#contact# resolution# (right#first#time)
Customer#experience
Most'important'strategic'performance'measures
What' are'the'top'three'most'important'strategic'performance'measurements'according'to'your'company’s' board/executive'team?n#|#1319
*Net#Promoter,#NPS#and# Net#Promoter# Score#are#trademarks# of#Satmetrix Systems#Inc.,#Bain#&#Company#and# Fred#Reichheld
CX'again'top'strategic'indicator'of'performanceFocus#on#costs#drops#to#6th spot#as#organisations buyIin#to#benefits#of#CX
accelerate'your'ambition 20Copyright#©#2016#Dimension#Data#
72.4
74.1
75.6
77.0
82.1
Reduction# in#contact# volumes
Increased# company# revenue/profits
Increased# employee# engagement
Reduction# in#costs
Increased# customer# loyalty#(incl.#value)
Improved'customer'experience:'benefits
What' business'benefits'can'your'centre evidence'as'a'result'of'an'improving'customer'experience'capability?'n#|#1319
Over'¾'can'evidence'cost'savings'from'improved'CX76%#say#it#promotes#employee#engagement
accelerate'your'ambition 21Copyright#©#2016#Dimension#Data#
First'contact'resolution'statistics
What' are'your'first'contact'resolution'(FCR)' rates'for'telephone' and' assistedNservice'contacts?n#|#595
2014 2015 2016
Telephone# % 73.1 74.8 77.3
AssistedIservice# % Not#asked 67.9 68.8
FCR'on'voice'contacts'at'highest'in'5'yearsAssistedIservice#resolution#rates#continue#to#lag#behind#telephone
Copyright#©#2016#Dimension#Data#
Connecting'the'customer'journey….by'design:'Seamless CX#across#an#increasing#number#of#channels#has#driven#demand#on#contact#centres#to#create#a#unified#experience
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
Omnichannel #1'top'trend'for'2016
Full#channel#integration#levels#set#to#treble#from#22.4%#to#74.6%#in#next#two#years#
Connected#customer#journeys#and#ease#of#resolution#now#top#focus#as#most#centres look#to#offer#9#or#more#channel#offerings
Customer#journey#mapping#emerging#as#a#top#5#year#trend#alongside#analytics#that#will#reIshape#industry.##For#now#just#17%#can#locate#problem#hotspots
accelerate'your'ambition 23Copyright#©#2016#Dimension#Data#
11.0
31.0
32.6
41.6
44.3
48.1
52.4
68.3
74.1
90.1
97.8
22.7
26.2
11.9
33.8
36.8
22.4
23.7
18.3
9.4
5.8
0.6
66.3
42.8
55.5
24.6
19.0
29.5
24.0
13.3
16.5
4.0
1.6
Video# chat
Other#automated# services#(Internet# of# things,# automated#…
Service#kiosk#support# (i.e.#branch# walkIins)
Mobile#application# (smartphone,# tablet#apps)
Web#chat#(incl.#instant# messaging,# coIbrowse)
SMS#text
Social#media#(Facebook,# Twitter,#etc.)
Website#(incl.#knowledge# portals,#peerItoIpeer# systems,#etc.)
IVR#(touchItone/speech)
Telephone
Now Within#1#year No#plans
Services'supported'by'contact'centre
What' services'can'your'contact' centre'support,' now'and' in'the'future?n#|#1319
Average'of'9'channels'for'most'by'2017Mobile#app#offerings#up#61%Automated#services#emerging#as#dark#horse#game#changer
accelerate'your'ambition 24Copyright#©#2016#Dimension#Data#
30.4
8.5
17.4
27.7
36.4
We#can't# track#the#customer# journey
Other
Blockage# points# in#processes# (that#affect# the#CX)#can#be#located
Key#decision# points#can#be# identified#
Interactions# can#be#tracked#across#multiple#channels
Tracking'customer'journeys
How'well'can'you' track'the'customer'journey'across'your'service'channels?n#|#1229
Just'36%'can'track'a'customer'journey'that'spans'multiple'channelsJust#17%#can#locate#problem#hotspots#that#impact#CX
accelerate'your'ambition 25Copyright#©#2016#Dimension#Data#
7.5
17.9
74.6
19.5
58.1
22.4
Not# integrated
Partially# integrated
Fully#integrated
Now Within#2#years
Omnichannel integration
Which' of'the'following'best'describes'the'level'of'integration'across'your'service'channels?n#|#1305
Over'1/5'design'connected'capability'nowOn#horizon#for#52%Clear#focus#on#progression#towards#full#channel#integration
Copyright#©#2016#Dimension#Data#
Proactive'automation:'Across#the#spread#of#digital#channels#will#drive#proactive#outbound#activity,#preIempting#customer#needs#and#reducing#costs
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
31%'have'capability'now,'it'will'rise'to'57%'by'end'of'year
Proactive#outbound#now#third#behind#phone#and#email#for#initiating#contact#on#complaints#(7%),#service#enquiry#updates#(17%),#sales#and#marketing#(21%)#and#default#notifications#(24%
Internet#of#things#emerges#onto#the#horizon#too,#as#customer#journey#analysis#identifies#opportunity#to#reduce#call#propensity
accelerate'your'ambition 27Copyright#©#2016#Dimension#Data#
81.0
9.1
0.79.2
Digital#selfIservice#will#…
Evolution'of'contact'centre'in'next'two'years
How'will'your'contact'centre'develop'in'the'next'two'years?n#|#1319
76.0
12.1
1.7
10.2
Digital#assisted# (agent#supported)# will#…
67.8
19.5
7.45.3
Overall# interactions#(spanning# all#channels)#
will#…
28.5
29.6
38.8 3.1
Telephone# traffic#(agent#led)#will#…
33.4
35.6
26.84.1
Headcount# employed#will#… Interaction'levels'
continue'to'rise76%#increase#in#digital#agentIassisted#transactionsFTE#requirements#will#increase
accelerate'your'ambition 28Copyright#©#2016#Dimension#Data#
Reasons'for'offering'selfN/assistedNservices
What' are'your'main'reasons'for'offering'selfN/assistedNservice'channels?n#|#1100
Percentage
Improve#customer# experience 73.7
Cost#reduction 67.9
Customer#appetite# for#digital 55.9
Part#of#an#omnichannel strategy# #(creating# seamless#customer# journeys# across#channels) 45.5
Extends# service#coverage# hours 45.4
Improve#sales#opportunity/revenue# generation 24.1
Improve#employee# engagement 19.5
Other 5.3
CX'now'top'factor'driving'digital'channel'presenceCost#pressures#lessen#on#past#years#results
Copyright#©#2016#Dimension#Data#
Analytics'and'service'personalisation:'The#power#of#data#analytics#helping#organisations to#offer#an#enhanced#choice#tailored#to#the#customer#to#deliver#a#more#personalised CX
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
Personalisation of'services'will'be'key'and'enabled'by'analytics'–voted#top#trend#that#will#change#the#industry#in#next#5#years
Yet,#79%#still#have#no#big#picture#view#of#interactions#across#service#channels
Number#preIidentifying#and#segmenting#customers#has#increased#for#3rd consecutive#yeari#channel#prioritisation and#customer#groupings#top#methods#in#play
accelerate'your'ambition 30Copyright#©#2016#Dimension#Data#
Popularity'of'channel'type'by'age'group
Which' contact'channel' is'most'popular'with'the'following'age'groups?n#|#787
Percentage of'centres'that'do'track' channel'popularity'by'age'profile
%#of#N Under#25#years Between# 25#and#34#years
Between# 35#and#54#years
Between# 55#and#70#years Over#70#years
Social media 38.9 13.7 2.2 0.6 0.4
Mobile#application 27.2 23.7 6.3 0.8 0.5
Email 12.2 26.8 32.7 8.8 0.8
Telephone 11.5 18.4 51.7 87.0 93.2
Web#chat 9.4 16.5 6.3 1.1 0.3
Other 0.7 0.9 0.9 1.7 4.7
1st
2nd 3rd 4th
5th
6th
5th 5th6th
2nd 5th
3rd 1st 2nd 2nd 3rd
4th 3rd 1st 1st 1st
5th 4th 3rd 4th
6th 6th 6th 3rd 2nd
Mobile'a'top'3'choice'for'everyone'<55Social#media#top#for#those#under#25i#phone#still#preference#for#35>#(it’s#not#going#away#anytime#soon)
accelerate'your'ambition 31Copyright#©#2016#Dimension#Data#
Top'technology'trends
What' are'the'top'three'technology' trends'as'prioritised'by'your'contact' centre?n#|#983
Percentage 2015 2016
Omnichannel# (frictionless movement# between# channels) 2 1
Technology# consolidation/integration 2 2
Migration#of# traffic# from#voice#to#digital 1 3
Analytics (incl.#big#data) Not asked 4
High#service#availability/business# continuity 7 5
System#and# data# security 8 6
Alternative# technology# models#(hosted,# cloud,# payIasIyouIuse, etc.) 5 7
Proactive# outbound Not#asked 8
Other 11 9
Voice#biometrics 10 10
Video# communications 9 11
Sentiment/emotion# technologies Not#asked 12
Omnichannel'the'top'priority'technology'solutionAnalytics#becoming#top#business#focus,#but#rated#4th priority#for#tech#teamsFocus#is#on#delivering#more#effective#services
Copyright#©#2016#Dimension#Data#
Cloud'and'hybrid'solutions:'Cloud#in#some#form#no#longer#a#discussion.##60%#plan#to#locate#tech#in#cloud.##
SOURCE:#2016# Global# Contact# Centre#Benchmarking# Report
61%'plan'to'locate'their'technology'in'the'cloud
30%#leaning#towards#hybrid#cloudi#23%#a#private#cloud#and#8%#a#shared/public#cloud#solution
In#future,#just#23%#will#own#and#retain#technology#on#premise
accelerate'your'ambition 33Copyright#©#2016#Dimension#Data#
62.2
67.1
72.3
76.2
78.3
78.4
80.2
83.8
84.4
86.5
86.5
88.8
37.8
32.9
27.7
23.8
21.7
21.6
19.8
16.2
15.6
13.5
13.5
11.2
Reduced# your#dependency# on#vendors# and#vendor# roadmaps
Provides#better# security
Enables# compliance# with#enterpriseIwide# IT
Ability# to#test# new#ideas# quickly#(establish#proof#of#…
Better# reliability
Improved# technology# uptime
Allows#us#to#pay#for#only#what#we#use
Reduced# costs
Increased# agility/speed# to#market
Provides#access#to#a#single# integrated# customer#contact#…
Improved# flexibility
Access#to#new#functionality
Agree Disagree
Impact'of'hosted/cloud'technologies'on'the'business
Users'expressing'an'opinion:' 'How' has'the'use'of'hosted/cloud' technologies' affected'your'contact' centre?n#|#370
87%'of'existing'users'highlight'it'provides'access'to'a'single'integrated'customer'platform89%#says#it#enables#access#to#new#functionality
accelerate'your'ambition 34Copyright#©#2016#Dimension#Data#
16.8
17.3
18.2
18.7
22.0
24.2
29.8
31.3
44.4
40.8
59.5
41.4
50.0
58.3
50.5
54.3
38.8
41.9
22.3
39.9
28.0
17.6
19.7
14.4
Knowledge# management# systems
Analytics#systems
Business# support# systems#(HR/Finance#management,# etc.)
Digital#channel# systems
Interaction# optimisation# systems#(WFM/recording#systems,#etc.)
Security#systems#(e.g.# fraud#prevention,# etc.)
Telephony# systems#I automated# (e.g.# IVR)
Telephony# systems#I agent# led# interactions
Meets#current#and# future#needs Meets#current#needs Doesn't#meet#current#needs
How'does'technology'meet'current'and'future'needs?
How'well'do'the'following'infrastructure'items'meet'your'current'and'future'needs?n#|#942
2'in'5'say'digital'systems'fail'current'needs78%#fear#systems#won’t#meet#future#needsi#less#than#½#overall#systems#meet#current#demands
Copyright#©#2016#Dimension#Data#
Top'5'themes'and'emerging'trends'– 2016'Report
Connecting'the'customer'journey…by'design:9#channels#now#the#normi# it’s#driving#omnichannel (connected#customer#journeys)#
Cloud'and'hybrid'solutions:#Cloud#in#some#form#now#longer#a#discussion.##Existing#users#offer#compelling#case#study#evidence
Proactive'automation:'proactive#outbound#activity,#preIempting#customer#needs,#improving#CX
Analytics'and'service'personalisation:'data#analytics#helping#organisations#to#to#deliver#a#more#personalised#CX
CX'recognised as'clear'differentiator:'it’s#dominating#the#service#revolution.#
Copyright#©#2016#Dimension#Data#
DigitalI missing#the#human'
touch
CX'dominates,'digital#volumes#growing,#but#falling# short#of#potential#
Needs#integrated#design,##ownership#and#management
Hybrid'cloud'I making#a#powerful'
impact
Cloud'no'longer'a'decisioni# hybrid#
architectures#changing#IT
Mindset'shift'enabling#access#to#single#connected#
customer#platform
Small'data'analytics#helping#services#go'
personal
Customer'(journey)#analytics'will#
revolutionize' the#future#of CX
Proactive#automation#a#dark#horse#game#changer
The#digital#revolution#is#being#held#backN human'touch'is'missing
User$inputs$to$technology$
requirements$low
Testing$and$approvals$scarce
Design
Consistent$$and$proven$techniques$missing
Objectives$not$aligned
Management
Responsibility$for$the$delivery$of$business$case$
objectives$
Silo$approach$to$channel$mgt.
Ownership
Copyright#©#2016#Dimension#Data#
Further'information…2016#Global#Contact#Centre#Benchmarking#Report#
Contact'us:
www.dimensiondatacx.com
cc.benchmarking@dimensiondata.com
@DiDataCX |##CCBenchmarking
Global#Contact#Centre#Benchmarking#Discussion#GroupDimension#Data#Contact#Centres#Showcase#Page#
38©"2016,"Genesys Telecommunications"Laboratories,"Inc."All"rights"reserved.
GREAT"CUSTOMER"
RELATIONSHIPS"START"
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WHAT"IS"STANDING"IN"THE"WAY"OF"GREAT"RELATIONSHIPS?
◉ Customers,are,frustrated,by,inconsistent,, impersonal,experiences
◉ High,effort,required,to,find,resolution
◉ Poor,workforce,performance,,&,high,turnover
◉ Operational,inefficiencies, lead,to,higher,operating,cost
“I#CAN’T#SEE#MY#CUSTOMERS#THROUGH#THE#MAZE#OF#CHANNELS#I#OFFER”
MULTIPLE,CHANNEL,CONTACT,CENTER
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WHAT"IF"YOU"COULD…
◉ Create,exceptional, relationships,with,your,customers
◉ Make,your,employees, the,champions,of,great,customer,experiences
◉ Always,be,ready,for,change,and,innovate,to,differentiate
41You#Can:,Introducing,the,Genesys,Omnichannel Engagement,Center
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Now,you,can◉ Engage,with,your,customers,to,build,
lasting,relationships
◉ Get,the,best,out,of,your,People
◉ Successfully,execute,your,customer,engagement,strategy
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WORLD’S"#1"CUSTOMER"EXPERIENCE"PLATFORM
◉ Orchestrate and,Route,Journeys◉ Optimize Omnichannel Workforce◉ Meet#Customer#Commitments#with,RealUTime,SLA,Management
◉ Proactively#Monitor#and,engage,web,customers◉ Leverage insights,from CX,&,Journey,Analytics◉ Market#Leader#Gartner#CCI#MQ#– 7,years,running,◉ Proven – 4,700,customers,in,120,countries◉ Deploy#Your#Way#– Cloud,or,Premises
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ACCORDING,TO,THE,FORRESTER,TOTAL,ECONOMIC,IMPACT,STUDY,,ENTERPRISES,USING,THE,GENESYS,CX,PLATFORM,ACHIEVE:
158%"ROI"Over""""
Five"Years
Payback"in"
12.8"Months
$20M+"Reduction"in"
Infrastructure"Costs
$7600+"NPV"Per"
Agent"License
GENESYS"IS"SMART"BUSINESS
◉ 30%" improvement"in"ecommerce"conversions
◉ 50%"reduction"in"customer"abandonment
◉ 12.5%" improvement"in"agent"handle"time
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FOR"MORE"INFORMATION
◉ Watch#the#OnNDemand#WebinarN The#State#of#the#Omnichannel Contact#Center
Featuring*Dimension*Data’s*2016*Global*Contact*Centre*Benchmarking*Report◉ Watch#an#omnichannel demo#◉ Visit#our#website