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Enterprise Customer Management. Carr Biggerstaff Director, Enterprise Programs. Company Background. Founded 1990; IPO 6/97 442 Employees, 35% in R&D 1996-97 Revenues - ~$35M FY98 Plan = Double FY97 Over 160 Customers 250+ installations, 50,000+ seats Headquarters - San Francisco

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Enterprise Customer Management


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enterprise customer management

Enterprise Customer Management

Carr Biggerstaff

Director, Enterprise Programs

company background
Company Background
  • Founded 1990; IPO 6/97
  • 442 Employees, 35% in R&D
  • 1996-97 Revenues - ~$35M
    • FY98Plan = Double FY97
  • Over 160 Customers
    • 250+ installations, 50,000+ seats
  • Headquarters - San Francisco
    • Atlanta, Boston, Charlotte, Chicago, Dallas, Denver, NY, Seattle...
    • Buenos Aires, Brisbane, London, Moscow, Munich, New Brunswick, Paris, Sydney, Tokyo, Toronto, Vladivostok
  • Complementary Partners
    • Leading System Integrators, Software Vendors and System Vendors
customers come to genesys for more
Customers Come to Genesys for More…

Telecommunications

  • Airtouch Cellular
  • Ameritech
  • Bell Mobility Cellular
  • BellSouth
  • BT
  • MCI
  • New BrunswickTelephone
  • NTT
  • South Africa PTT
  • Sprint
  • Telia
  • Telstra
  • US West

Financial Services

  • ABN AMRO
  • Bank of America
  • Charles Schwab
  • Merrill Lynch
  • NationsBank
  • Sallie Mae
  • T. Rowe Price
  • USAA
  • The VanguardGroup
  • Wells Fargo
  • Westpac
  • Zurich Insurance

Other

  • ADP
  • Circuit City
  • FedEx
  • Fingerhut
  • Gateway 2000
  • Rockwell
  • The SABRE
  • Group
  • Scopus
  • Siebel
  • Sony
  • Xerox
call centers screen pop okay for 1st generation customer mgmt

Coordinated

Delivery!

Call Center

Call Centers & Screen-pop Okay for 1st Generation Customer Mgmt

Customer-

Specific

Customer

Input

CSR

Desktop

Telephony

Front Office

App

CTI

input from customers more needed
Input from Customers - More Needed!
  • Traditional customer management technologies “don’t scale”
    • Too difficult & costly to deploy and operate
  • Need Customer-centric management
    • Agent efficiency not as important as matching each customer to the right agent
    • Customer chooses access method
  • Enterprise architecture required
    • Use all existing customer knowledge
    • Integrate across sites and platforms
    • Use existing infrastructure
genesys mission
Genesys’ Mission:

Deliver a new Customer Mgmt Framework that meets these needs and optimizes every company’s most valuable assets:

Customers and Employees

traditional customer mgmt best case common h w s w

Telephone-

centric

H/W-driven

maintenance

Network

services by site

  • Site-specific:
  • Agents
  • Groups,
  • Queues,
  • Admin
  • Reporting

Too many

proprietary

interfaces

Data not shared between

between apps and sites

Traditional Customer Mgmt - Best Case: Common H/W & S/W

Private Net

Site 1

Site 3

Site 2

App A

App B

CTI

CTI

CTI

genesys software designed for the enterprise

T-Server

T-Server

T-Server

Site 1

Legacy

Siebel

NT - Compaq

(and other std platforms)

Site 3

Genesys - Software Designed for the Enterprise!

I-Router

Site 2

customer mgmt technology designed like an enterprise app
Customer Mgmt Technology Designed Like an Enterprise App!
  • Software only
  • Unified API for application interface
  • NT or Unix server & any desktop
  • Private network not required
  • Single view/point of system administration
    • Services, Agents, Groups, Queues...
  • Single routing authority across sites/apps
  • Customer data-attach for transfer to other sites and systems
  • Comprehensive activity mgmt & reporting
t server
T-Server
  • 15+ PBX/ACDs
    • Aspect, Lucent, Nortel…
  • All IVRs
  • Standard CTI functions
  • Real-time event mgmt & tracking
  • Scalable - 500 TX's/sec on MCI’s network
  • Secure (SSL) and manageable (SNMP)

PBX+

ACD

T-Server

IVR

customer choice of access telephony
Customer Choice of Access = Telephony + ...
  • Multi-site transfers
  • Multi-site event mgmt and reporting
  • Video
  • H.323 (VOIP)
  • Internet
  • Email - Adante built-in!

PBX+

ACD

T-Server

IVR

T-Server

WAN

T-Server

Video-

H.323

Adante-T

POP3-

SMTP

www

interaction router

Siebel...

DB

Interaction Router

Network

(1-800)

PBX+

ACD

T-Server

IVR

T-Server

WAN

Interaction

Router

T-Server

Video-

H.323

Adante-T

POP3-

SMTP

www

interaction router1
Interaction Router
  • Route all types of communications
  • Attach data throughout the life of a transaction
    • Report on complete customer experience
  • Route based on business rules
    • Plus load balancing, queuing, and skills-routing
  • Route to:
    • Agent, groups, queues, virtual queues...
    • Across sites and to remote agents
  • Fully integrated w/ outbound dialing and the Internet
management suite

Siebel...

DB

Management Suite

Configuration

Manager

Network

(1-800)

PBX+

ACD

T-Server

IVR

Pulse/DART

T-Server

WAN

Interaction

Router

T-Server

Video-

H.323

Dynamic!

Adante-T

POP3-

SMTP

www

blending in outbound

Siebel

DB

Blending in Outbound

Configuration

Manager

Network

(1-800)

PBX+

ACD

T-Server

IVR

Pulse/DART

T-Server

WAN

Interaction

Router

T-Server

Video-

H.323

Adante-T

Campaign

Manager

POP3-

SMTP

Web

Option

why genesys
Why Genesys?
  • Customer Mgmt Framework that is:
    • Easier to deploy and operate
    • Integrates with existing platforms
    • Lower TCO
      • Single point of administration & operation
      • Alternatives to expensive VPNs
      • Software solution
    • Easier to expand
    • Advanced software suite
      • Routing, multi-platform, multi-media
      • Inbound, blended, email, Web
why genesys ask our customers
Why Genesys? Ask Our Customers
  • 1600 CSR's integrated across 4 sites in 3 months
    • $10M/year savings
    • Measurable improvement in customer care
  • 5000 CSR's integrated across Australia (50 sites)
    • 1 year rollout using existing systems
  • 16,500 CSR's integrated across 30 sites
    • Goal: Enable value-added products
    • Standardize on a single integration framework
    • Project on time and budget
thanks

Thanks!

www.genesyslab.com