Genesys CIM Platform Overview

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genesys customer interaction management platform overview Product Information

Transcript of Genesys CIM Platform Overview

Page 1: Genesys CIM Platform Overview

genesys customer interaction management

platform overview

Product Information

Page 2: Genesys CIM Platform Overview

CIM platformKEY ELEMENTS• Optimized distribution of

all customer interactions• Optimized workflow of

multiple interactions from the same customer

• Consolidated Real time / & Historical reporting

• Centralized Functional & Technical application maintenance

• Single point of integration to PBX, IVR, OS, DBMS, etc.

• Provides Multi-site & Redundant deployment

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the genesys CIM platform

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configuration services

Centralized Configuration

• Enterprise-wide repository of contact center and application configuration

• Changes are broadcast immediately

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management services

Ease of Administration

• Start and stop• Application status• Administrative audit trails• Log management• Alarm Signaling• Fault Management

and more…

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interaction services• Contact Center Messaging• Architecture

• Platform Independent• Scalable• Standards-based

• Intelligent Translator• Supports IP Telephony, TDM,

email, chat and more• Media Management

• Interaction Workflow• Knowledge Management• Content Analysis

• Collects and Processes Interaction Data• Interaction Handling and Tracking

GenesysCIM Platform

PBX/ACDIVR

PSTN Internet

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• Configurable User Attached Data Size• Ability to Configure the user attached data from 0 to

64 Kbytes

• Data is associated throughout the life of an interaction regardless of media channel

• All data attachments are linked with an interaction

• Data leveraged by routing and reporting• T-server maintains data regardless of transfers

within a contact center(s)• External Routing• Transfer Connect Service• Network Overflow Manager

attached data

Attached Data

Called From: 4154371100Account#: 556918723

Customer Value: $28,000Customer Type: Photographer

CustomerName: Pat Thompson

Last Transaction: January 9, 2003E-Commerce Order# 5573453199

Agent: Henry DunnShip to: 2001 Junipero Serra Blvd

# Called: 800-555-1234

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statistic services• Stat Server

• State and statistics engine • Pre-defined and custom statistics• Track business data

• Provide data for reporting• Displayed by CCPulse+ and CCAnalyzer

• Provide data for routing• Who is available?• Statistical routing

• Provides media independence• Facilitates mixed ACD environments• Leverages existing infrastructure

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reporting

• CCPulse+• Desktop display of real-time and historic information

• CCAnalyzer• Creates historic database• Delivered with Brio reporting system and 70+ reports• Web access, schedule and email reports

• Unique Selling Points• Consolidated (!) and Consistent (!) information for All Interactions (!)• Ability to report on Business Result as well as Interaction Data

e.g. ‘revenue per call’ and ‘revenue per segment’

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CC Pulse+

• Display Contact Center and Business Statistics

• All Media• Agent states• Display real-time and

historic data• Alarms and alerts• Easy administration• View historical data

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• Report on Contact Center Statistics and Business Statistics

• Consistent for All Media• Inbound & Outbound• Canned Reports provided

per Solution• Easy creation of

Customized Reports• Flexible Distribution of

Reports (print, web, e-mail)

• Open Statistics Datamart• Uses Brio Enterprise

historical operational reporting

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A flexible and comprehensive routing environment that allows companies to route interactions based on real-time statistics,

customer-stored data, and customer-defined business rules for any interaction.

VoiceEmailChatOpen Media Interface

genesys universal routing….delivers . . .

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genesys routing capabilities• Data Driven Routing

• Interactions are routed on database information such as customer name or account level• Skills Based Routing

• Routing based off customer needs and what agent skill set will best suit handling that customer interaction• Service Level Routing

• Routing of interactions based on a specified service level for different service types or customer segments• Last Agent/Relationship Based Routing

• Customers routed to specific agent such as last agent who helped or personal agent for high value customers• Multi-site Routing

• Interactions routed according to business criteria/best available, regardless of location• Business Priority Routing

• A set of capabilities to achieve the best service level by prioritizing and selecting the interaction with the greatest risk to the service objective set for a particular customer segment

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genesys routing capabilities• Virtual Queues

• Allow routing destinations to be grouped together even though they are not physically similar or co-located• Virtual queues are in effect as determined by the strategy or business rules• Virtual queue statistics and reporting duplicate that for traditional queues• All media types supported

• Simulation• Test strategies before deployment• Single-step debug option• Attached data documents all strategy variables

• Scheduling• Automate loading of any strategy• Calendar allows selecting date & time for future loading• No limit to number of strategies that can be scheduled

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CIM platform benefits

• Easy Administration• via Management Console

• Easy Configuration• Enterprise repository• Changes effective immediately

• Real Time Information• Media Independence

• Save costs, use existing equipment

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CIM platform benefits

• Scalability• support thousands of users

• Flexibility• Unparalleled suite-wide functionality to support the most demanding contact centers

• Fast Implementation• All solutions share one common interaction platform

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CIM platform benefits

• Apply the same business routing rules to all interactions• Reduced training needs

• All interactions share common components: • configuration, reporting, routing, management, desktop interfaces

• Reliability• High availability

• Reduced total cost of ownership• (See all of the above)

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from an architecture perspective:• ONE Desktop API

• All interactions and processes

• ONE Configuration DB• All Genesys applications in the enterprise

• ONE Management System• Monitor and manage from a single desktop

• ONE Router• Ultimate blending• Manage all agents• Share business rules

• ONE Reporting System• All solutions• All media types

The platform for your contact center

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questions and answers

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genesys cim platform

thank you !