Turning business as usual into an #EpicWin with Genesys Social

Turning business as usual into an #EpicWin
with Genesys Social Engagement
Lisa Abbott, Sr. Product Marketing Manager
Pat Mackey, Sr. Product Manager
@LRAbbott
@pmackeysf
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DIGITAL DARWINISM IS THE EVOLUTION OF
CONSUMER BEHAVIOR WHEN SOCIETY &
TECHNOLOGY EVOLVE FASTER THAN YOU DO.
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Median Age is 28 Worldwide
Two-thirds of Millennials are 21+ with established careers, families and
incredible influence
Globally 86% will share their brand preference online
They seek more product information for purchase consideration on
average 7.4 times per month
20% attended a brand sponsored event in past 30 days with 65%
purchasing the featured product
Worldwide 25% joined 7 or more brand-sponsored communities
online
70% will try a new product and will post a review online to promote
the experience
65% disconnected as little as 1 hr per day or less
Source: Edelman Digital – Feb 2011
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Monitoring Systems Alone Bring Challenges
• Organizational silos
• Lack of visibility into
customer history
• Inability to scale
Dashboards
•Disconnect touch points
• Limited insights shared
across the Enterprise
• Poor overall customer
experience
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Altimeter Group lists Genesys
as Social Media Management
System in new report.
“Genesys is the “’800-pound gorilla’ is
one of the largest, most established
vendors to emerge in the space, with
over 1,800 employees focused on a
variety of customer support software
offerings. Its ‘Social Engagement
Platform’ has integration with existing
support data from other channels, a
content media library of standard
responses, and an advanced work flow
for multiple lines of business. Unlike
other vendors, it offers on-premise
software for companies that seek
mastery over their data and security.”
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“20%
of customer service
interactions will be
via Social Media”
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“It is important that we have a highly integrated
approach that allows us to uniformly handle all
interactions.”
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85%
of transactions is online, so the
demand for an Online Call
Center with social media, email
and chat was a must
Genesys Social Engagement
Robust Social Media Management System
Capture
Messages and
Mentions
Review Content
and Associate
Business Rules
Distribute to
the Right
Resource
Handle and
Respond using
any media type
Business Analytics and Cross Channel Reporting
Enables one Conversation with the Customer
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Demo time
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How do I get a #bluesk…
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Now in telephone terms…
Monitoring
Single line
Multi-line
ACD with CTI
Dashboards
Genesys Social
Engagement
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Expanding Conversations to the Social sphere
Socialsphere
Check
Tweet
Browse
Internet
Chat
Question
Specialist
In Person
Contact
Center
Discuss
Talk
Mobile
Check
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Follow ME @LRAbbott , @pmackeysf
& follow G-Force and Genesys on Twitter at
#GForceAmer and @Genesyslab for the latest
news and updates!
Join the Genesys G-Force Network on LinkedIn to
connect with colleagues, employees and Genesys
professionals.
Customer feedback surveys will be sent to
you online later…