Self Service and the intelligent Customer Front Door™ 2008 Industry Analyst Conference

1. Self Service and the intelligent Customer Front Door™ 2008 Industry Analyst Conference Nicolas De Kouchkovsky, SVP Marketing and Business Development, Genesys September, 2008

2. Agenda • Great innovations in customer service • What is the intelligent Customer Front Door™? • Who is implementing intelligent Customer Front Doors?

3. 1 Great innovations in customer service

4. What is a Great Example of Self-Service Innovation Today? Answer? The Check-in kiosk • Why? • 24/7 • Universal • No wait • Intuitive • Easy access to Agent Service

5. The dreaded IVR What is a Poor Example of Self-Service Innovation Today? Answer?

6. Why? IVR 24/7 Universal No wait Intuitive ? Transition to Live Service

7. Mass protests Mass celebration What if we took away: The check-in kiosk The IVR

8. Where did it all go wrong? IVRs were invented to reduce costs. Kiosks were also invented to reduce cost … but you can be assisted at any time … while you easily get stuck in an IVR

9. 2 What is the intelligent • Customer Front Door™?

10. What does the intelligent Customer Front Door™ do? Context Menu selection Identification

11. Before, with an IVR SelfService LiveService Identification(who?) Selection(what?)

12. After, with an intelligent Customer Front Door™ SelfService Intent+ Desired Outcomes + Rules LiveService Callback Speakerverification Other applications Identification Selection Context

13. iCFD retrieves context and uses rules to manage the experience Calldeflection Manage theexperience • IVR • Next based action based on: • Identification • Selection • iCFD • Next based action based on: • Intent • Desired outcome Context + Rules

14. How is iCFD different? • Goes beyond identification/menu selection • Leverages context (preferences, segment, history, pending issues and so on) to provide likely intent and desired outcomes • Adds rules to define the next best action • Breaks the self-service silo and transforms the experience • Personalizes the experience • Offers relevant options • Selects the most appropriate action

15. iCFD High Level Architecture Datasources iCFD MediaGateway Broker CRM Rules Router Info Mart Billing Real-time Recommendation … SIP server Applicationsmodules Call Steering Speaker Verification Callback GVP Customer Survey Recording …

16. 3 Who is implementing intelligent Customer Front Doors?

17. Market leaders support iCFD iCFD MediaGateway Broker IBM Rules Router Nuance SIP server VirtualHold TuVox GVP Voxify

18. Who has implemented an iCFD solution? • Air France • Consolidated 11 numbers into one short code • 40 second reduction in call duration • Reduced misroutes by 40 percent • Large increase in sales conversions • Telecom New Zealand • Customer satisfaction went from 16 percent in IVR to 60 percent • Huge decrease in zero out rate! • CSR proper identification of request increased from 76 percent to 90 percent • Business plan savings were well ahead of plan • Belgacom • Number of incoming operator handled calls reduced by 1.1 million • Customer satisfaction increased by 10 percent • Revenue-generating capacity increased by 3 percent • Optimized up-selling and cross-selling opportunities

19. Video check-in demo

20. Caller is identified

21. Most relevant option is proposed

22. Check-in

23. Touch tone seat pick-up

24. Upgrade to business? seamless transfer to an agent

25. iCFD busts the self-service silo

26. www.alcatel-lucent.com www.alcatel-lucent.com

27. How different, from data-driven to knowledge-based • Next Best Action • Intent • Desired outcome • Context • History • Pending servicerequests • Last Called agent • Preferences • Segment • And so on • IVR • Identification - “Who” • Selection - “What” Information Knowledge Data