Delivering Value Through Insights Genesys Product Management Deep Dive into Insights and Advisor Teddy Rusli, Sue Harkreader, and Craig Covington G-Force Seattle

33 Drama THE COMPANY has a renewed focus on increasing revenue during sales interactions while maintaining differentiated customer service for each customer segment. But like all good plans…. Lets’ see how our intrepid trio Save the World from Bad Customer Service using Genesys Performance Management. © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. CC Manager Analyst Boss-man

44 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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66 Saving the World from Bad Customer Service with Genesys Performance Management GPM brings information together, provides relevant answers, and empowers users to act. Insights provides strategic and detailed answers to historical performance Advisor provides real-time visibility and management of complex operations © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

77 Advisor – Brings Data Together © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Across multiple contact centers and lines of business. Across voice, and chat. In 8.1.1, Frontline Advisor added Hierarchy stored in Configuration Server for centralized administration Additional time profiles for a broad spectrum of intraday views Coming in 2012: Role Based Access across Advisor suite. Load balancing across multiple Stat Servers.

88 Advisor – Provides Useful Answers © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Root cause analysis. Recent trends. In added: Option to show 2 metrics in a chart to look for relationships. Upper and lower bound options for thresholds. Correlation with workforce management plans. Coming: Consolidation of Workforce Advisor with Contact Center Advisor.

99 Advisor – Empowers Users to Act © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Re-skill (or logoff) agents. Record actions to learn from past choices. Take answers with you with Mobile Edition. Now supports: iPhone, Blackberry, Android, iPad devices Most of what Contact Center Advisor delivers…in your hands Coming in 2012: logging of administrative changes (what and who).

10 Interactive Insights – Bring Data Together © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Comprehensive Reporting and Analytics - All Media Types Voice Chat SMS Social Media 3 rd Party Media Unified and Normalized Metrics Coming Next: Bring WFM (workforce management) data so that you can easily compare scheduled and actual

11 Interactive Insights - Useful with Business Context 4 Out-Of-The-Box Dimensions 2 Out-Of-The-Box Measures 10 Tenant (Contact Center) Dimensions 10 Agent Dimensions Satisfaction # Revenue # Interaction What else? Customer ID Interaction ID Time Stamp To (DNS) Agent Team Agent Name From Etc

12 Interactive Insights – Empower Users Ad-hoc analytics Automated report distribution Role based security © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved. Coming Next: Richer Visualization: dashboard Access to all devices: mobile, tablet

13 Stat Server II – Refresh of Stat Server architecture with 3 main goals Stat Server II 8.1 is now Restricted Availability, focused on the consistency goals. eServices/iWD only, Microsoft only, ideally < 1000 agents, CCPulse+. Runs side by side with Stat Server so no risk to routing or other clients.

14 TodayTomorrow Reporting, ad-hoc analytics, and real-time displays Interactive dashboards, business-centric visualizations, & advanced analytics Comprehensive multi-channel coverageCross-channel optimization Business-centric understanding of front and back office events Proactive supervision of the customer experience across departments Real-time answers on smart-phonesAll answers anywhere: desks, smart-phones, and tablets Genesys Performance Management Future Concept

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