1. All Rights Reserved © Alcatel-Lucent 2010 1 | Presentation Title | 2010 Eric Tamblyn VP Product Marketing Dynamic Customer Engagement: Leveraging Customer Engagement across Social Media and Voice Channels

2. All Rights Reserved © Alcatel-Lucent 2010 2 | Presentation Title | 2010 80-90%satisfied customers easily leave satisfied “We believe that 80-90% of your satisfied customers can easily leave you if the circumstances are right. Even though they are satisfied, the right offer at the right time can take them away from you. truly engaging customers The only way you combat that is by truly engaging customers.” --Senior Retail Banking Executive Customer ‘Satisfaction’ Isn’t Enough Genesys Research

3. All Rights Reserved © Alcatel-Lucent 2010 3 | Presentation Title | 2010 Customer Engagement and Service as a Competitive Differentiator Internet & supply chain innovations have changed the competitive landscape Internet & supply chain innovations have changed the competitive landscape: Product commoditization Competitive features rapidly replicated Blogs and user sites have empowered consumers Traditional marketing is losing effectiveness Customer engagement with the brand and customer service are key differentiators

4. All Rights Reserved © Alcatel-Lucent 2010 4 | Presentation Title | 2010 Emotional Engagement is the Driver of Growth 4 Satisfaction Loyalty & Advocacy Emotional Engagement Frederick Reichheld “5% more brand champions can increase profits 25-100%” ‘The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value’ - 2005

5. All Rights Reserved © Alcatel-Lucent 2010 5 | Presentation Title | 2010 Customer Engagement: The Way it Used to be at… …the Hotel …the restaurant...recognized you, knows your preferences... …the store...knew exactly what you wanted before you walked in......knew your preferences, and proactively made suggestions...

6. All Rights Reserved © Alcatel-Lucent 2010 6 | Presentation Title | 2010 What is a Customer Engagement Experience?  Ease of contact; short wait times  When I want to – 24/7  Phone, self-service, email, web, chat, SMS  Agents have access to necessary information  The right agent the 1 st time  Consistent experience across all channels  Know who I am  Understand (and cater to) my needs  Use the information you already have about me  Inform me about things that are relevant to me  Offer me products/services relevant to my needs  Add-value proactively

7. All Rights Reserved © Alcatel-Lucent 2010 7 | Presentation Title | 2010 Enterprise Engagement Challenges 7 Store or Branch In the past, customers went to the store, branch or office to buy... Customer Engagement Yardstick

8. All Rights Reserved © Alcatel-Lucent 2010 8 | Presentation Title | 2010 Enterprise Engagement Challenges 8 Store or Branch IVRIVR Contact Center...then IVRs & Contact Centers changed the relationship... Customer Engagement Yardstick

9. All Rights Reserved © Alcatel-Lucent 2010 9 | Presentation Title | 2010 Enterprise Engagement Challenges 9 Store or Branch IVRIVR Contact Center...finally the Web created at-home convenience…. Customer Engagement Yardstick WebsiteWebsite

10. All Rights Reserved © Alcatel-Lucent 2010 10 | Presentation Title | 2010 Enterprise Engagement Challenges 10 Unaware of contact center and Web- activity Unaware of Web and branch- activity Unaware of Contact Center and branch activity Store or Branch IVR Contact Center Website …Unfortunately, these silos disengage the customer…. Customer Engagement Yardstick

11. All Rights Reserved © Alcatel-Lucent 2010 11 | Presentation Title | 2010 Enterprise Engagement Challenges 11 Store/ Branch IVRIVR Contact Center WebsiteWebsite... customers are disengaged... Customer Engagement Yardstick

12. All Rights Reserved © Alcatel-Lucent 2010 12 | Presentation Title | 2010 Creating Customer Engagement Customer Service Store/BranchStore/Branch Contact Centre WebsiteWebsite ExpertsExperts Back office VoiceVoice E-mailE-mail WebWeb ChatChat LettersLetters BillingBilling Direct Mail SMSSMS Home agents BillingBilling Marketing Analytics Lead Management PoliciesPolicies Work Process Work item CRMCRM IVRIVR

13. All Rights Reserved © Alcatel-Lucent 2010 13 | Presentation Title | 2010 Creating Customer Engagement VoiceVoice E-mailE-mailWebWeb ChatChat LettersLetters BillingBilling Direct Mail SMSSMS Customer Service BillingBilling Marketing Analytics Lead Management CRMCRM InteractionsInteractions Performance and Insights Outcomes ProcessesProcesses PoliciesPolicies Work Process Work item Store/BranchStore/Branch Contact Center WebsiteWebsite ExpertsExperts Back office Home agents IVRIVR Resources

14. All Rights Reserved © Alcatel-Lucent 2010 14 | Presentation Title | 2010 14 All rights reserved © 2008, Genesys Telecommunications Laboratories, Inc. Dynamic Customer Engagement Go Beyond Customer Satisfaction… Dynamic Customer Engagement strengthens customer relationships and optimizes business outcomes by proactively engaging customers with the ideal customer service experience through any channel. ” “

15. All Rights Reserved © Alcatel-Lucent 2010 15 | Presentation Title | 2010 Dynamic Customer Engagement Unify the conversation with customers across channels Leverage resources across the extended enterprise Build an open infrastructure to support customers Optimize customer service processes Get visibility into business performance

16. All Rights Reserved © Alcatel-Lucent 2010 16 | Presentation Title | 2010 Unify the conversation with customers across channels Optimize resources across the extended enterprise Engaging through Social Networks

17. All Rights Reserved © Alcatel-Lucent 2010 17 | Presentation Title | 2010 The conversation used to be simple… the enterprise Customer Contact Center In Person

18. All Rights Reserved © Alcatel-Lucent 2010 18 | Presentation Title | 2010 the enterprise Now there’s many channels Customer Contact Center Web In Person Mobile Social Communities

19. All Rights Reserved © Alcatel-Lucent 2010 19 | Presentation Title | 2010 Shifting Relationship Models C C M M R R Traditional 1:1 relationship S S M M R R C C Socially enhanced 1:1:M relationship

20. All Rights Reserved © Alcatel-Lucent 2010 20 | Presentation Title | 2010 Social CRM Powers the Customer Network Businesses only engaged with 1% today Beyond automation Amplifying effect as empowered customers and influencers: Innovate Promote Support Unlocks millions of dollars Turns customers into competitive advantage Online Customer Communities Traditional CRM Social Networks Social CRM

21. All Rights Reserved © Alcatel-Lucent 2010 21 | Presentation Title | 2010 Live assistance is still required John Ragsdale on Intelligent search

22. All Rights Reserved © Alcatel-Lucent 2010 22 | Presentation Title | 2010 … and it increasingly requires experts outside the contact center

23. All Rights Reserved © Alcatel-Lucent 2010 23 | Presentation Title | 2010 People Want to Interact with Their Favorite Brand Source: RWW/Cone Research 93% believe a company should have presence on Social Media sites 47% of adults and 55% of youth want to interact with their favorite brand through 93% believe a company should have presence on Social Media sites 47% of adults and 55% of youth want to interact with their favorite brand through

24. All Rights Reserved © Alcatel-Lucent 2010 24 | Presentation Title | 2010 How are Businesses Employing Social Media?  Marketing/Brand awareness  Create/Improve relationships  Understand customer behavior/preferences  Solve issues or provide guidance  Increase loyalty

25. All Rights Reserved © Alcatel-Lucent 2010 25 | Presentation Title | 2010 Customer service must connect with social communities Customer Customer Service Proactively engage when appropriate Social Media Monitor brand Share and self help

26. All Rights Reserved © Alcatel-Lucent 2010 26 | Presentation Title | 2010 Active Active Passive Passive The Genesys Social Media Strategy Customer Engagement

27. All Rights Reserved © Alcatel-Lucent 2010 27 | Presentation Title | 2010 Evaluation of this session A

28. All Rights Reserved © Alcatel-Lucent 2010 28 | Presentation Title | 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: « Dynamic Customer Engagement »  Submit the form when leaving the room or put it in one of the boxes that you find everywhere in the venue THANK YOU

29. All Rights Reserved © Alcatel-Lucent 2010 29 | Presentation Title | 2010 Thank You