Name of Presenter Date (Format as Month, 2009)

Transcription

Genesys intelligent Workload
Distribution - Overview
Name of Presenter
Dean
Munslow
Date
(Format as Month, 2009)
Strategic Solutions EMEA
5th March 2009
Alcatel-Lucent
Enterprise
Forum
20092009
•1
| Alcatel-Lucent
Enterprise
Forum
All Rights Reserved © Alcatel-Lucent 2009
CxO Challenges
Staff costs accounts for large part of operating expense and staff are typically
under utilized
Demand exceeds Supply… “more work than people”
Human latency increases costs & negatively impacts customer satisfaction
Increase in customer facing channels & systems, multiple work-bins, lists, …
•2 | Alcatel-Lucent Enterprise Forum 2009
Enabling Optimized Service Delivery
Increase employee performance across the enterprise
Adhere to internal service level objectives
Increase visibility into operational performance and compliance
Increase agility throughout the enterprise
The Evolution Towards The “Business View”
Silo “view”
Business View
Media “view”
$
E-Forms
Tasks
$
Calls Out
Business Value
SLA
Priority
White Mail
E-Mails
Calls E-Mails WhiteMail Calls
In
Out
Tasks
E-Forms
Silo view, based on the
systems supporting the
media/channel
Calls
In
Multiple queues for
media with blending –
address contact center
needs only
$
Calls
In
Global
Task List
Business wants to
prioritize and manage
based on “business
value”
Introducing Genesys iWD
Automate the prioritization and distribution of
work tasks to the people best suited for the service delivery
Business
Application
Domain
Service Requests,
Claims, Loan Apps,
…
Genesys iWD
Communication
Domain
Capture
Calculate
Distribute
Voice, VoIP, GVP,
Web Chat, Email…
Genesys CIM
Customer
Service
Resources
Internal or
External
iWD – Core Features
Captures ‘tasks’ from multiple enterprise work sources,
like workflow, claims administration, mortgage origination
Capture
Out-of-the-box Capture Adapters enables quick
integration with minimal effort required
Adapters are bi-directional – not a fire & forget
Calculate
Distribute
Define Business SLA using business rules
Intuitive user interface
Automatically monitors tasks against SLA and adjusts to
ensure SLA Adherence
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.
Genesys iWD – Business User Interface
User interface designed
specifically for the business
user
SLAs defined using business
rules:
Business Value
Due Dates
Task Priority
Configure in minutes versus
hours, or days
Extensive templates to tailor
SLA to business requirements
iWD – Business Context Configuration
Departments
Business Processes
Task Attributes
Customer
Customer
Service
Service
Catalog Request
Complaints
Back-Office
Back-Office
Order
Billing Claims
Cancel Service
Back-Office
Back-Office
Finance
Finance
….
….
….
SLA Details:
Business Calendar, Due Date,
Re-Prioritization, etc …
Reporting Details:
Customer Segment, Product
Type, Process Type, etc …
Performance Details:
SLA Target, Average Worktime, Average Age, Costs per
Tasks , etc ...
….
Key to a successful implementation…
iWD – Business Context Based Reporting
Comprehensive set of task based statistics
Provides valuable insights into business
performance – real-time and historically
Compare against key performance indicators
configured in Genesys iWD by business users.
Leverage task backlog information for
improved work-force planning
Genesys iWD vs. BPM
$$$
Right Task to Right Resource
Resources & Skills
GVP
Client
Resource / Skill Awareness
Proactive Delivery
Process/ Media Blending
Genesys
Service Delivery Optimization
CIM
iWD
Centralized Work Distribution
Real-time Prioritization
Performance Monitoring
Voice
$$$
Business Processes
Doc
BPM
Doc
Task Handling
Business Domain
Doc
BPM
BPM
CRM
CRM
Business Applications (CRM)
Business Process Management (BPM)
Document Management Systems
End to End Process
Intelligent workload distribution of the right tasks, at the right time to the right
resource
iWD – Key Technical Capabilities
Role Base User Interface
Standards Compliant
Single UI, tailored to user role &
permissions
Configuration Focus
No coding required
Multi-Tenancy
Multiple subsidiary enterprises
Service bureau operations
100% standards compliant
Java based – no new ‘skills’
required
High Availability & Scalability
HA included in the base option
Scalability through configuration
Message Transformation
Works with existing enterprise
service bus messages (e.g.: MQ)
Enables rapid deployment
11
freeNet AG
Profile:
- German Internet, Mobile and Fixed telephony
- 1,350 FTE’s in 2 centers, 300 seats
outsourced
- Workload of ~ 150,000 tasks/week
Challenges:
- Work item priority/handling inconsistent per
media
- Manual handling steps
- Low use of automation and ineffective
reporting
- Duplicated activities
Key Results:
•
Improved Customer Satisfaction
of 15%
•
Improved overall productivity 20%
Genesys Solutions:
- Distribution of work load according to skills,
availability and corporate priorities
- Routing to last agent with relevant
information
- Performance on tasks can be monitored and
the outsourced resources optimized
Communications
9 Reduction of QA post
processing effort by 25%
9 Reduction of Agent Idle/Ready
Times by 20 % down to 5 %
Genesys in Action
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Genesys iWD Summary
A business application for dynamically prioritizing the distribution of
work tasks to the people best suited to handle them
Lower cost of ownership via an intuitive business user
interface
Improved ROI using task configuration and tracking
Faster time to market via out-of-the-box adapters
Unique insights through task-based metrics and
extensive historical data model
Minimal time to deployment and project risk
Alcatel-Lucent offers a comprehensive portfolio
OmniGenesys – Over 500 customers
Delivery model
Bundled
(all-in-one)
Target market
Embedded
À la carte
(best-of-breed)
Genesys
suite
Enterprises
(OmniGenesys)
Genesys
Express
Mid-market
Omnitouch
premium
ed.

Sol Melia Hotels & Resorts

Seat Pagine Gialle

Macif Assurances

Barclays

Manchester Unity
Cesky Telecom

Farmacias Fybeca Ecuador
E.CF

IBM

La Poste

Sanitex

Diners Club International

Peugeot

DHL Express