The network powers customer service
Service Provider Day @ G-FORCE 2012 Barcelona
Heinrich Welter, Senior Director Strategic Sales
@HeinrichGenesys
IP Transformation (Consumers)
IP transformation has become reality for a
lot of end customers
•
• Text/Video chat like Facetime from mobile devices
like iPhone and iPad
• Social Media usage across all kind of devices
• PC, Tablet, Smartphone, smart TVs, …
• Cloud Services for data storage and real-time data
exchange between various personal/family devices
• Information and transaction services anywhere and
anytime optimized for the used device (internet
presence vs. app presence)
• Disruptive change of traditional service offerings
(e.g. apps like myTaxi, net-a-porter, etc.)
• “consumerization drives enterprise expectations”
• And drives behaviour change (e.g. Social buying)
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
IP Transformation (Enterprise)
IP transformation is also taking place in
enterprises
•
• IP telephony
• Use of new IP channels (e.g. chat, social)
• Leveraging of apps (the flip side of the
consumerization)
• Usage of new forms of operations (Hosted/SaaS)
• “Cloudatization generates benefits and opens new
business models”
3
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
IP transformation
Carriers have an important role
The heart of the future transformation resides in the network and
strengthens the role of the carriers
•
Seamless
Services
Carrier
Grade
scaleability &
reliabity
Only
Carriers
can make it
happen!
Bridging
the GAP
for
enterprises
Network
Network
Single
Point of
Contact for
services/
devices
Required
SDE &
SDPs
Cross
supplier
functionality
• E.g. one carrier cloud instead of various device
family/ISV dependent clouds
• E.g. cross country services (data plans, network
access etc.)
• E.g. seamless connection of /transfer between
interaction channels
4
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
NGN Networks
the benefits of IP transformation from the networks perspective
The road to full IP transformation of the core networks is long and
has some bumps, but huge benefits!
Even more
cost savings
True
Conversations
Mobile
More cost
Services
savings
User
Centricity
Cost savings
New services
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
NGN Networks
a complex architecture – IMS – is required to achieve the goals
Service/Applications Layer
Location Server
Group Management Server
GENESYS
CONTACT CENTER
IMS
AS
URS
Stat Server
Reporting
App Server with
internal SCIM
Framework
Config Mgmt
Presence
Server
ISC
SIP SERVER
WEB APP
SERVER
HSS
IMS Core
Cx
Diameter
Session Control Layer
ISC
I-CSCF
ISC
Sh
Mw
P-CSCF
Signaling
GW
MGCF
S-CSCF
SS7
Transport Layer
UE
(User Equipment)
BGCF
MRF
(MS)
Breakout Gateway Control
Function
IP Internet
MGW
Othe
r
PLM
N
PSTN
6
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
NGN Networks
attaching components right makes the difference in the solution
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
NGN Networks
As per Ovum: 50% of $16bn will be spent in Application Services
Service/Applications Layer
Location Server
Group Management Server
GENESYS
CONTACT CENTER
IMS
AS
URS
Stat Server
Reporting
Strategic
Part
App Server with
internal SCIM
Framework
Config Mgmt
Presence
Server
ISC
SIP SERVER
WEB APP
SERVER
HSS
IMS Core
Cx
Diameter
Session Control Layer
ISC
I-CSCF
ISC
Sh
Mw
P-CSCF
Signaling
GW
MGCF
S-CSCF
SS7
Transport Layer
UE
(User Equipment)
BGCF
MRF
(MS)
Breakout Gateway Control
Function
IP Internet
MGW
Othe
r
PLM
N
PSTN
8
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
NGN Networks
right connection of Application Servers drives the business case & benefits
Only the Genesys Contact Center Suite can play the role
of an Application Server (AS) within an IMS architecture
and has proven this through live projects
With the ISC connection, the Genesys Suite becomes a
well integrated component to the core IMS network
•
Various benefits can be achieved because of that:
• Multichannel Conversation
• Workforce Virtualization
• Flexible Service offerings – especially in combination with
smartphone devices
• TCO reduction
• Next Level of Hosted/SaaS offerings
• IVR working as MRF
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for the end customer
Interactions
•
Across
Channels
Conversations
Key
Driver
Customer Experience
Multichannel Conversations
• Customers can start a conversation on any channel and can continue on any
other channel
• Reply to an SMS, than Call, change to video etc.
• Having Genesys technology as part of the core network
• Every Interaction of the conversation is tracked and conversation information is provided at
real-time to any new interaction of the conversation (Conversation Manager)
• Conversation Memory, conversation analytics and other data (e.g. Customer Effort Score) can
be leveraged in real-time to drive interactions in the right way and on the right channel
Check
Socialsphere
Twitter
Browse
Internet
Chat
Email
Specialist
In Person
Agent
Contact
Center
Agent
10
Mobile
iCFD
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for the customer care organization
•
Workforce Virtualization
• With the virtualization of the network, all resources attached to the network
are virtually connected
Home agents have same
environment/connectivity as
working in the office
Mobile workers
are connected
like working in
the office
Agent locations can be
spread across various
locations – even cross
countries without
usage/reporting/
(speical) costs issues
Leveraging
all
Enterprise hardware/
plattform
software services
benefits
(like iWD) On premise/hosted or SaaS
As private/public or mixed cloud
(UC Connect enabled)
External agents at Outsourcers
are usable, stearable and
reportable as own agents
All
channels,
not voice
only
ONE multichannel conversatiion
with the customer
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for marketing, sales and customer care
Flexible service offerings for smartphones
• Genesys Mobile Engagement together with IP networks allows the offering of
next generation flexible service offerings
• Customer care is contacted on a data connection with plenty of information about
the customer service request
• The customer is still in control about the data to be delivered
• All device supported channels (e.g. SMS, Chat, Call, Video, Social Media, IM) are
supported to handle the service request
• Best fit of customer demand and optimal service delivery
Connect
Me
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for network and IT operations
TCO reduction
• Transformed networks and the parameter/rules based approach of Genesys
Administration helps to significantly reduce costs
Operate
Request
• Business can do daily changes without IT/network people
Deploy
Design
Configure
• Routing decision
Test
• Parameter evaluations
Test
Review
Imple• Business rules
ment
• Separation layers make sure integrity/functional assurance is given at all times
Various GUIs/deployment
Service Delivery
processes
Environment (SDE)
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for sales and value added services + associated operation & billing
Hosted/SaaS offerings
• The Genesys suite connected to an NGN/IP network is ideal for Hosted/SaaS
offerings
• For Hosted services:
• Complete separation of platform operations (done by the carrier) and configuration
(done by customer)
• Full multichannel assisted and self services
• And in addition for SaaS services:
• Seamless network integration makes SaaS platform useable like on premise platform
• Full channel integration (phone, video etc.)
• Detailed reporting
• Billing
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Benefits of Genesys within IP transformation
for operations saving
Genesys IVR operates in NGN/IP networks also as MRF
• IT IVR services and network IVR services can reside on the same platform and
share resources (e.g. ASR/TTS, Service Development and Delivery)
• All type of IVR services can be delivered from one platform
• Announcements
• DTMF
• Simple speech
• NLU
• NGN integrated and enhanced versions of traditional services can be rendered from
one network component
• Call Completion Services (e.g. wrong number, out of service etc.)
• Feature Server functions (e.g. call forward, voicemail etc.)
• Mixed channel usages (e.g. social media status on voicemail, SMS notification for
any type of call, enhanced availability messages).
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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