Leverage CRM & Enterprise Apps with Genesys

LORI NORMAN[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2004

GLENN WINTER[ASUG INSTALLATION MEMBER

MEMBER SINCE: 1998

DIANE MOREHOUSE[INDUSTRY SIG PROGRAM CHAIR

MEMBER SINCE: 2001

]Leverage CRM & Enterprise Apps withGenesys Business Process Routing

Karin RittenbergGenesys

Tom LeddyAndrew Corporation

A Commscope Company

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Real Experience. Real Advantage. 2

Current Enterprise Business ApplicationsHow Genesys Can HelpBusiness Process RoutingAndrew CorporationQ & A

Agenda

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Current Enterprise Business Applications

BackOffice

ERP/BPM

FrontOffice

CRM/Portal

Overcomes B/O and F/O separation

CustomerInteraction

Management

ISV and Genesys to overcome Enterprise to Customer

separation

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Leverage our enterprise app investment

• Leverage customer access

• Gain margin

• Decrease operational cost

• Drive profit by cross selling

And they want it to be

• Fast direct but customized

• Secure and reliable

• A product

Customers told Genesys work with Oracle, Microsoft and SAP to:

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Why Do Traditional Apps Fall Short?

� They often cover segments of processes, not end-to-end process (people, systems, geographies, departments….)

� Business processes within them are are implicit – making it hard to identify the process problems, and change quickly

� Traditional applications are very IT and code-heavy, limiting the role of the business user in driving change

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How Genesys Can Help-It’s as Easy as ABC� Analytics � Business Process Management� Communication and CRM

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A: Analytics

� Analytics� Contact center analytics into enterprise analytics

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B: BPR

� Business Process Routing� Route to the right person through the right communications

channel� Optimizing resources & work processing

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Reduced Operational CostsN

umbe

r of

Cal

ls

07:00 Time18:00

Daily traffic distribution

Available Resources

CustomersWaiting in

Queue

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Better Visibility – of Resource & Work QueuesN

umbe

r of

Inte

ract

ions

Queue

Real-Time Interaction Volume

Contact center Verification Branch 1Approval Branch 2

Work Item

Work Process

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C: Communication and CRM

� Transform CRM with Advanced Communication� Enable Enterprise Apps with Voice & Speech

� Eg. Benefit enrollment via voice� 360 degree view of customer

� Eg. Front- & Back-office integration

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C: Extending CRM with G plus

Gplus Adapter & G plus work items option

Genesys Customer Interaction Management

SAP, Siebel, PeopleSoft, Microsoft

(work items, tasks)

Pre-packaged Integration

� Routing

� Agent Desktop

� Interaction History

� Configuration Synch

� Statistics

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GlobalMarketing

Global Service and Support & Global IT

Global Field Organization

ConsultingBusiness Solution Groups

Manufacturing Industries

� SolutionManagement

� ApplicationDevelopment

ServiceIndustries



Financial & Public Services



Application Platform & Architecture

Finance & Admini-stration

Human Resources

Office of the CEO

Global Comm.Corp. Consulting

Internal AuditGlobal IP

Technology Platform*Solution Management

Genesys impacts all of the Enterprise

Genesys

Genesys

Genesys

Genesys

GenesysGenesys

Genesys Genesys

Genesys

Genesys

Genesys

Genesys

Genesys

Genesys

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A Few Examples� Global Telecom Company:

Streamlining BillingSaving $9 Million

� Leading Provider of Student Loans:Streamlined Loan ApprovalSaving $4.4 Million

� Global Financial Services Company: Managing Trade ExceptionsSaving $1 Million, 50% staff reassignment

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Proven Success

“Genesys’ commitment to working with complementary application providers offers businesses a ’real-wor ld’ approach that delivers more complete solutions.”

META Group

600 G+ Customers Worldwide

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Benefits� Improve customer experience

� Personalize customer service. Automatically attach customer data with every call and transfer.

� Complete 360-degree view of the customer for better first contact resolution

� Intelligent voice self service for faster results; proactive customer notification for better responsiveness

� Real-time, integrated routing of all media types for consistent service delivery

� Increase business agility to respond to business needs and market opportunities� Real-time, business process management integrated with

mission critical applications for faster and smarter business decision making

� Open standard, Web-services enabled interoperability to dynamically optimize business processes and work flow across and outside the enterprise

� SOA-based foundation and composite applications leverage existing communication resources to create new business value

� Extend enterprise applications to any devices, anywhere,

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Benefits (2)

� Increase information visibility for smarter business decisions � Reporting and analytics integration for better management

insights and improved collaboration� Complete end-to-end, blended data and interactions

activities reporting for critical analysis and better decision making across the enterprise

� Lower total cost of ownership� Pre-packaged, out-of-the box integration boxes

implementation risks and high costs� Open standards solution leverages existing infrastructure, is

hardware agnostics and eliminates vendor lock-in

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Andrew CorporationA CommScope Company

� Tom Leddy – Senior Developer – Extended SAP Solutions� Technical lead for CIC Project

� Responsible for BSP Development� System Configuration� Middleware Management� CTI Integration� BASIS work� Security

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� A global designer, manufacturer, and supplier of communications equipment, services, and systems

� Total sales in 2007 over $4.3 Billion� Operates in over 120 Countries� No. of employees = 17,000� Sales done through direct sales to

OEMs, Carriers, also through distribution channels.

� Customer service and support through six Contact Centers worldwide.

� Types of customer service and support issues –� quotes, � order management� complaints

Andrew CorporationA CommScope Company

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Technology Environment

� Avaya S8700� SAP

� ERP R/3 Version 4.6c� CRM 5.0� Mobile Sales� Interaction Center Web Client� BW

� Microsoft Exchange� Lotus Domino� RightFax

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CRM Implementation

� Began with version 4.0 in 2004� Initially we used Mobile Sales for forecasting, opportunity

and contact management.� We upgraded to version 5.0 and implemented Interaction

Center Web Client in Q1 2008� We’re planning to upgrade to CRM 2007 by the end of Q1

2009

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Business Challenges

� Information Sharing – users need better access to information about other agents’ interactions with customers

� Need to optimize customer service and support to meet company metrics

Voice E-mailFax

� First call resolution. Route all interactions, including faxes from RightFax and Microsoft Exchange Server emails to the right resource.

� Provide improved visibility to agent activities.

� Provide more reliable data for resource allocation metrics, based on measured workload on a daily, weekly and monthly basis.

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Solution Overview

Genesys� Customer Interaction

Management platform� Inbound Voice� Gplus adapter and

Gplus Work Items Option for SAP

� Gplus adapter for SAP data access

R/3 CRM

BW

Mobile Client

CIC Web Client

PBX(Avaya)

InteractionMgmt

(Genesys)

Exchange Server (email)

RightFax (fax

server)

MW

MWMW

MW

Mobile App Studio

BSP/ABAP/JAVA

ITS

Legend� MW = SAP Middleware� BW = Business Warehouse� ITS = Internet Transaction

Server� BSP/ABAP/JAVA =

Programming Platforms� R/3 = SAP ERP System� CRM = Customer Relationship

Management� CIC = Customer Interaction

Center

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Implementation� No impact on existing operations

(transparent to customers)� Implementation took about 12 months

overall� 4 Months for the Genesys / CTI

portion to be set up.� Genesys partner onsite throughout

implementation� Better solution design� Effective knowledge transfer

� Change Management� Customer Service

Representatives now have to process all interactions including emails through IC Web Client

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Fax and Email Routing

� Fax number is put into the subject line of an email� Genesys passes fax number or email address to a

custom function module in SAP� SAP returns username of customer’s agent for routing� Routed to generic group if no record found

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Email

� Push scenario (for now)� We didn’t want agents to be cherry picking the easy emails� After we went live, we determined that this wasn’t the best

solution� As part of our CRM 2007 upgrade we’ll be switching to a pull

scenario� Multiple Logins

� IC web client only allows one interaction at a time.� This is not acceptable for the way our business runs (agents need

to be able to answer the phone while replying to an email).� We solved this by creating a second login for users that’s

specifically for emails� The issue with this is that we now have to pay for two Genesys

licenses� Outgoing Emails

� Extensive work with SAP support to resolve issues involving

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Order and Quote management

� Still handled in R/3� Because we’re on version 4.6c, we use the BOR object to

pass data back and forth� Orders and Quotes are entered in the ERP system and

then linked to the activity clipboard in an interaction record.

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Customizations� Custom Inbox Searches By PO Number And Sales Number� Sub-reason field on Interaction Records� Business Partner notes in Identify Account screen� Ability to copy Interaction Record notes to the Windows clipboard� End Complete button added to the toolbar to automatically close interactions

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Rollout

� Application was rolled out to the users on 4/14/2008� The rollout went very smooth. Most issues were minimal

and got resolved within the first 48 hours.� Issues that have come up since the initial rollout

� Functional issues� Call routing issues� Genesys services needing to be restarted� Outbound email issues

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Benefits� Efficiency – Blended Agents (Media)

� Unified routing of all interactions –voice, email, fax

� Better resource allocation� First Call Resolution

� Improved by routing customers to their assigned agents,regardless of interaction type

� Fewer transfers, quicker resolution

Efficiency/Reduced Costs

Customer Experience

Management

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Benefits (cont’d)

� Customer Experience� Always routed to assigned agent,

regardless of interaction type

� Customers do not have to remember assigned agent

� – system automatically routes� Management & Visibility

� Measurement of all activities� Workload by day, week, month

� Agent Satisfaction� Improved as work is measured

accurately and workloadis appropriately assigned and balanced

Efficiency/Reduced Costs

Customer Experience

Management

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Genesys Solutions Used

� Inbound Voice CIM� Multimedia Routing For Emails And Faxes� Sap G+ Multichannel Adapter� SAP Data Access G+ Adapter

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Why Genesys

� Business Process Routing capabilities� Thorough detailed response to RFP� Ease of integration with SAP� Certifications with SAP

� Ecosystem partner – Mediu

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Lessons Learned

� Having a third party (Mediu) was very useful when it came to dealing with issues between Genesys and SAP � Issues resolved quickly� Amount of finger pointing was reduced

� Do not wait until the last minute to start work on reporting� Push scenario for emails eliminates “cherry picking” but

creates other issues for users that are less desirable

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Future Plans

� CRM 2007 upgrade is currently underway� Spain Rollout of IC Webclient set to begin after the

upgrade is complete� Evaluation of additional functionality within the existing

application is underway by our field services group.

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Questions

Questions?

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[

]� Thank you for participating.

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Leverage CRM & Enterprise Apps with Genesys

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