Modernize the Multichannel - Genesys€¦ · Modernize the Multichannel Experience (Customer,...
Transcript of Modernize the Multichannel - Genesys€¦ · Modernize the Multichannel Experience (Customer,...
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Modernize the Multichannel Experience (Customer, Agent, & Supervisor) with PureConnectGeoff CalhounDirector of Product Management
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FORUM Credit UnionAndrew Spirrison
Vice President - Retail Delivery
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Want to Hear from you
How many channels are you using?
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Age of the consumer
16%
2014
2017
75%
EXPECTED INCREASE IN SELF-SERVICE IN 2017
CUSTOMERS THAT ARE ALREADY ONTHE WEB WHEN ENGAGING
35%
2014
2017
NUMBER OF CUSTOMERS THAT USE MORE THAN 4 CHANNELS
51%
STILL, CUSTOMERS PREFER VOICEFOR MORE COMPLEX ISSUES
◉ The voice channel is becoming a secondary entry point and focuses on more complex queries
◉ The increased usage of channels requires ‘outside-in’ omnichannel thinking
◉ Self-service is not about deflecting, but about attracting
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77
Trends are impacting lifecycles
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Complex, disjointed
ACD
Web ChatFax
Outbound Dialing
PBX/Dialtone
Quality Management
Reporting
Social Interactions
Voicemail
DashboardsIVR
Virtual Hold
Text
CTI/Screen Pop
Workforce Mgmt
Speech Rec
Recording
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Single all-in-one platform
Single all-in-one platform
- Unified desktops for your agents, supervisors & administrator
- Single architecture built from the ground up
That’s
PureConnect
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Employee engagement
• Call flows, agent skills, move-add-change, omnichannel, outbound, workforce and more…
• Turning-up new channels is a snap – no integration necessary
• Highly configurable & customizable
Single point of ADMINISTRATION for everything
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• Social Media
• Video
• Digital for Outbound
• Messenger Apps
• Chat Bots
What’s coming?
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• Formed: 1941
• Headquarters: Fishers IN.
• Branches: 13
• Members: 130,000
FORUM Credit Union Background
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• Phone
• Web Chat
• Average 16,000 interactions per month
PureConnect Platform Usage
Web ChatPhone
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• FTE Reduction
• Working Smarter
Efficiencies Gained
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• On-Call Support (high volume periods)
• Remote Agents
Efficiencies Gained
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• Emergency Coverage
• Membership Survey Reports
Efficiencies Gained
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• Recorded Interactions
• Coaching Opportunities
Efficiencies Gained
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WANT TO HEAR FROM YOU
Why did you implement a multi-channel strategy?
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Video conference for specialized banking needs....
• Mortgage Sales
• Commercial Lending / Real Estate
• Investments
Future of multi-channel at FORUM??
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Next Steps
•Go to the demo booth to see this in action! See all the multi-channel offerings in PureConnect.
•Speak to your Genesys rep or partner about having a discovery workshop to explore how you can implement the PureConnect multi-channel features
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TIME FOR QUESTIONS AND ANSWERS
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