• 1 |Genesys IWD 2010
Genesys intelligent Workload Distribution
All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization
The importance of meeting customer expectations is clear…
• 70%
• Consumers said they had ended a relationship due to poor customer service alone.
• Ovum and Genesys Research
• $370
• Annual value of a lost customer relationship
• Ovum and Genesys Research (Australian Dollars)
• 2 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization
…and across the entire organization
• 70%
• Of operational budget that is represented by direct and indirect salary costs
• Genesys Research
• 3 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization
Requires an enterprise view, including resources in the back-office…
• 3:1
• 3 back-office workers for every contact center agent, involved in service delivery
• Genesys Research
• 28%
• Of back-office worker’s time that is considered unproductive
• Genesys Research; Basex Research Report “Information Overload” 2008
• 4 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization
Key Issues that exist in organizations…
Human
Latency
 Employees set the pace of work
 Employees manage the priorities
 Even with automation, there are exceptions
• Lack of
Business
Agility
Limited
Insights
• Customer
Frustration
 New process starts as short-term solution that remains
 Inability to respond to market opportunities, or threats
 Within and across departments, and brands
 Resource and Work
 Accuracy and objectivity through “self reported” data
 Prevents continuous improvement
 Inability to deliver to customer expectation
 Often results in repeat contacts “where is my order?”
 Lost customer / Impairs Up-sell
• 5 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization
Key Trends…
Customer
Centricity
 Every employee becomes customer-facing
 Front office and back office distinctions erased
 All decisions weigh the impact on customer experience
•
Service
Objective
Focus
Increased
Visibility
 Differentiate tasks based on value, regardless of channel
 Dynamic value calculations on changing conditions
 Right First Time, matching work to skill
 Real-time monitoring of work and resources
 Reporting end-to-end
 Enables a culture of continuous improvement
• 6 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

• Unify the conversation with customers across channels
• Get visibility into business performance
• Leverage resources across the extended enterprise
• Optimize customer service delivery
• Build an open infrastructure to support customers
All Rights Reserved © Alcatel-Lucent 2010 • 7 | Presentation Title | 2010

• Get visibility into business performance
• Unify the conversation with customers across channels
• Leverage resources across the extended enterprise
• Optimize customer service delivery
• Build an open infrastructure to support customers
All Rights Reserved © Alcatel-Lucent 2010 • 8 | Presentation Title | 2010

Performance
Be efficient in getting work done, and effective in choosing the right work
Customer
Centricity
Service
Objective Focus
• Quality
• Ensure work completed is done so according to customer and company expectations
• 9 | Presentation Title | 2010
• Transparency
• Be accountable for achieving shared goals and objectives at individual and team level
Increased
Visibility
All Rights Reserved © Alcatel-Lucent 2010

CRM, BPM, &
Business
Applications
• Incoming requests
Tasks assigned to workbins by supervisors
Manual selection of tasks across many workbins
• Process
• Process
• 10 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD automatically prioritizes and distributes work to right skilled resource
CRM, BPM, &
Business
Applications
• Incoming requests
Prioritized Global Task
List based on Business
SLAs
Automatic work allocation across departments
• Process
• Process
• 11 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys intelligent Workload Distribution
 Transforms work distribution from a manual and inefficient model…to a prioritized global task list,
 Distributes work automatically, to the right skilled and available resource across the enterprise,
 Provides visibility into operational performance, ensuring the right business outcome
• 12 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD – Key Capabilities
• Capture
Tasks from multiple sources and creating a “global task list”
• Calculate
Task priorities using SLA defined by business users
• Distribute
Most important tasks to the right resource at the right time
• Manage
Task backlog, resources, skills, and SLAs
• Report
SLA adherence, performance, utilization, backlog and other metrics
• 13 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD: Calculate
 Define Business SLAs using business rules using intuitive user interface
 Automatically monitors tasks against SLAs; adjusts to ensure SLA Adherence
• 14 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD: Distribute
 Leverages the resource/skill awareness in Genesys CIM
 Proactive assignment to the right resource (push or pull)
 Manage across physical or logical locations – front-office, back-office, home agent, outsourcing partners, etc.
Internal Resources External Resources
Contact Centre
Expert
Back Office
Partners
Outsourcers
• 15 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD: Manage
 Tasks in backlog, priorities and SLAs
 Resources across schedule, skills, adherence
• 16 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Genesys iWD: Reporting
 Comprehensive set of task-based statistics
 Provides valuable insights into business performance
 Compare against key performance indicators defined by business users
 Leverage task backlog information for improved workforce planning
• Tasks by Business Process
(address change, callback requests, complaints, …)
• Tasks By Process and Priority
(chart views)
• Showing tasks by Due
Time, including count of those ‘overdue’
• Showing tasks by task’s
Business Value (ranges: 0-300,
300-500, 500 or higher)
• • 17 | Genesys iWD All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization –Case Studies
• Be efficient in getting work done, and effective in choosing the right work
• Be accountable for achieving shared goals and objectives at individual and team level
• Ensure work completed is done so according to customer and company expectations
All Rights Reserved © Alcatel-Lucent 2010 • 18 | Presentation Title | 2010

Service Delivery Optimization – International Case Studies
Proactively routing increases efficiency and effectiveness
Performance
• Be efficient in getting work done, and effective in choosing the right work
• Transparency
• Be accountable for achieving shared goals and objectives at individual and team level
Quality
• Ensure work completed is done so according to customer and company expectations
•
Overview:
•
• Largest Telco in Australia
Product Connect responsible for provisioning adds, moves, and changes for residential and business phone service
•
•
Challenges:
•
•
Manual task distribution
Cost from penalties if due dates were not met
Lack of visibility into task backlogs and worker performance
•
Results:
•
Dynamic prioritization of wok orders based on customer order number, due date and time
•
• 15% increase of average number of tasks handled per day
Optimized pull – five prioritized jobs for each worker to pull from
•
Real-time statistics and historical reporting
• 19 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Service Delivery Optimization - International Case Studies
Fair workload distribution provides clarity and accountability
Performance
• Be efficient in getting work done, and effective in choosing the right work
• Transparency
• Be accountable for achieving shared goals and objectives at individual and team level
Quality
• Ensure work completed is done so according to customer and company expectations
•
Overview:
•
• Leading German insurance provider
9 million customers; 8,700 employees (3,500 in back-office)
•
Challenges:
• Faster response to customer requests, reduction of backlog
•
Fair and equitable distribution while maximizing SLA
•
Results:
•
• Fair Workload distribution – clarity on who does when, how many
Users can see all assigned work, but can only pick highest priority
•
•
Workers have desktop view on task and call SLA performance
Team sense of accountability towards goals and outcomes
• 20 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Roadmap to Future Business Models
Developing a roadmap is critical to evolve to an optimized enterprise
Silo Operation
 Nil to Limited
Visibility of
1.
Demand
2.
Staff
 Silos, Non-virtual
Operation
 Channel/Work-bin
Oriented
Distribution
 Volume Driven
Planning &
Scheduling
 User Driven
Reporting
Presence &
Visibility
Consolidating
 Real-time
Presence of;
1.
Demand
2.
Staff
 Centralized Work
List
 Workgroup
Routing
 Task Value
Prioritization
 Informed
Planning &
Scheduling
 Reliable
Reporting Metrics
• ?
 Leverage Spare
Capacity (Blended
Workgroups)
 Multi-skilling;
Cross-training of
Staff
 Differential
Service;
Prioritization
 Schedule
Adherance
 KPI Alignment
Performing Optimized
 Partial
Virtualization
(Shared Services
Model)
 Skill Competency
Routing
 Automated
Optimization
 Enterprise
Segmentation
Alignment
 Work and
Schedule
Adherence
 Full Virtualization
(Enterprise Service
Delivery Platform)
 Blended Realtime and Non-realtime
Interactions
 Pay for
Performance
Outcomes
(Outsourcer or
Internal KPI)
• Time
• 21 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Our Approach - iWD Rapid Business Assessment
Genesys Business Consulting has developed a specific service offering called the iWD Rapid Business Assessment (RBA).
• 22 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

• 23 | Presentation Title | 2010
A
All Rights Reserved © Alcatel-Lucent 2010

Evaluation of this session
 Please take 2 minutes to fill out the evaluation form, distributed to you by the speaker
 Please fill out as title of this presentation: « iWD »
 Submit the form when leaving the room or put it in one of the boxes that you find everywhere in the venue
• 24 | Presentation Title | 2010 All Rights Reserved © Alcatel-Lucent 2010

Performance
Be efficient in getting work done, and effective in choosing the right work
Customer
Centricity
•
Service
Objective Focus
• Quality
• Ensure work completed is done so according to customer and company expectations
• 25 | Presentation Title | 2010
• Transparency
• Be accountable for achieving shared goals and objectives at individual and team level
Increased
Visibility
All Rights Reserved © Alcatel-Lucent 2010