Obtaining The Visibility Your Back-Office Never Had Before

1. Obtaining The Visibility Your Back-Office Never Had Before Genesys intelligent Workload Distribution

2. Service Delivery Optimization • The importance of meeting customer expectations is clear… • 70% • Consumers said they had ended a relationship due to poor customer service alone. • Ovum and Genesys Research • $370 • Annual value of a lost customer relationship • Ovum and Genesys Research (Australian Dollars)

3. Service Delivery Optimization • …and across the entire organization • 70% • Of operational budget that is represented by direct and indirect salary costs • Genesys Research

4. Service Delivery Optimization • Requires an enterprise view, including resources in the back-office… • 3:1 • 3 back-office workers for every contact center agent, involved in service delivery • Genesys Research • 28% • Of back-office worker’s time that is considered unproductive • Genesys Research; Basex Research Report “Information Overload” 2008

5. Service Delivery Optimization • Key Issues that exist in organizations… Human Latency • Employees set the pace of work • Employees manage the priorities • Even with automation, there are exceptions • Lack of Business Agility • New process starts as short-term solution that remains • Inability to respond to market opportunities, or threats • Within and across departments, and brands Limited Insights • Resource and Work • Accuracy and objectivity through “self reported” data • Prevents continuous improvement • Customer Frustration • Inability to deliver to customer expectation • Often results in repeat contacts “where is my order?” • Lost customer / Impairs Up-sell

6. Service Delivery Optimization • Key Trends… Customer Centricity • Every employee becomes customer-facing • Front office and back office distinctions erased • All decisions weigh the impact on customer experience • Service Objective Focus • Differentiate tasks based on value, regardless of channel • Dynamic value calculations on changing conditions • Right First Time, matching work to skill Increased Visibility • Real-time monitoring of work and resources • Reporting end-to-end • Enables a culture of continuous improvement

7. Dynamic Customer Engagement • Unify the conversation with customers across channels • Get visibility into business performance • Insights • Interactions • Leverage resources across the extended enterprise • Optimize customer service delivery • Build an open infrastructure to support customers • Processes • Resources • Infrastructure

8. Service Delivery Optimization • Unify the conversation with customers across channels • Insights • Interactions • Get visibility into business performance • Leverage resources across the extended enterprise • Processes • Resources • Optimize customer service delivery • Infrastructure • Build an open infrastructure to support customers

9. Service Delivery Optimisation Performance Be efficient in getting work done, and effective in choosing the right work Customer Centricity Service Objective Focus • Quality • Ensure work completed is done so according to customer and company expectations • Transparency • Be accountable for achieving shared goals and objectives at individual and team level Increased Visibility

10. Today, work is allocated manually, prone to cherry picking, and results inefficient operations CRM, BPM, & Business Applications Tasks assigned to workbins by supervisors Manual selection of tasks across many workbins • Incoming requests • Process • Process

11. Genesys iWD automatically prioritizes and distributes work to right skilled resource CRM, BPM, & Business Applications Prioritized Global Task List based on Business SLAs Automatic work allocation across departments • Incoming requests • Process • Process

12. Genesys intelligent Workload Distribution • Transforms work distribution from a manual and inefficient model…to a prioritized global task list, • Distributes work automatically, to the right skilled and available resource across the enterprise, • Provides visibility into operational performance, ensuring the right business outcome

13. Genesys iWD – Key Capabilities • Distribute • Capture Most important tasks to the right resource at the right time Tasks from multiple sources and creating a “global task list” • Report SLA adherence, performance, utilization, backlog and other metrics • Calculate • Manage Task priorities using SLA defined by business users Task backlog, resources, skills, and SLAs

14. Genesys iWD: Calculate • Define Business SLAs using business rules using intuitive user interface • Automatically monitors tasks against SLAs; adjusts to ensure SLA Adherence

15. Back Office Partners Contact Centre Outsourcers Expert Genesys iWD: Distribute • 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. Internal Resources External Resources

16. Genesys iWD: Manage • Tasks in backlog, priorities and SLAs • Resources across schedule, skills, adherence

17. Genesys iWD: Reporting • Comprehensive set of task-based statistics • Provides valuable insights into business performance • Compare against key performance indicators defined by business users • Leverage task backlog information for improved workforce planning • Tasks by Business Process (address change, callback requests, complaints, …) • Tasks By Process and Priority (chart views) • Showing tasks by Due Time, including count of those ‘overdue’ • Showing tasks by task’s Business Value (ranges: 0-300, 300-500, 500 or higher)

18. Service Delivery Optimization –Case Studies Performance • Be efficient in getting work done, and effective in choosing the right work • Transparency • Be accountable for achieving shared goals and objectives at individual and team level Quality • Ensure work completed is done so according to customer and company expectations

19. Service Delivery Optimization – International Case Studies Proactively routing increases efficiency and effectiveness Performance • Be efficient in getting work done, and effective in choosing the right work • Overview: • Largest Telco in Australia • Product Connect responsible for provisioning adds, moves, and changes for residential and business phone service • Challenges: • Manual task distribution • Cost from penalties if due dates were not met • Lack of visibility into task backlogs and worker performance • Results: • Dynamic prioritization of wok orders based on customer order number, due date and time • 15% increase of average number of tasks handled per day • Optimized pull – five prioritized jobs for each worker to pull from • Real-time statistics and historical reporting • Transparency • Be accountable for achieving shared goals and objectives at individual and team level Quality • Ensure work completed is done so according to customer and company expectations

20. Service Delivery Optimization - International Case Studies Fair workload distribution provides clarity and accountability Performance • Be efficient in getting work done, and effective in choosing the right work • Overview: • Leading German insurance provider • 9 million customers; 8,700 employees (3,500 in back-office) • Challenges: • Faster response to customer requests, reduction of backlog • Fair and equitable distribution while maximizing SLA • Results: • Fair Workload distribution – clarity on who does when, how many • Users can see all assigned work, but can only pick highest priority • Workers have desktop view on task and call SLA performance • Team sense of accountability towards goals and outcomes • Transparency • Be accountable for achieving shared goals and objectives at individual and team level Quality • Ensure work completed is done so according to customer and company expectations

21. Roadmap to Future Business ModelsDeveloping a roadmap is critical to evolve to an optimized enterprise Silo Operation Optimized Performing Consolidating Presence & Visibility • Nil to Limited Visibility of • Demand • Staff • Silos, Non-virtual Operation • Channel/Work-bin Oriented Distribution • Volume Driven Planning & Scheduling • User Driven Reporting • Real-time Presence of; • Demand • Staff • Centralized Work List • Workgroup Routing • Task Value Prioritization • Informed Planning & Scheduling • Reliable Reporting Metrics • Leverage Spare Capacity (Blended Workgroups) • Multi-skilling; Cross-training of Staff • Differential Service; Prioritization • Schedule Adherance • KPI Alignment • Partial Virtualization (Shared Services Model) • Skill Competency Routing • Automated Optimization • Enterprise Segmentation Alignment • Work and Schedule Adherence • Full Virtualization (Enterprise Service Delivery Platform) • Blended Realtime and Non-realtime Interactions • Pay for Performance Outcomes (Outsourcer or Internal KPI) • ? • Benefit • Time

22. Our Approach - iWD Rapid Business Assessment • Genesys Business Consulting has developed a specific service offering called the iWD Rapid Business Assessment (RBA).

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25. Service Delivery Optimisation Performance Be efficient in getting work done, and effective in choosing the right work Customer Centricity • Service Objective Focus • Quality • Ensure work completed is done so according to customer and company expectations • Transparency • Be accountable for achieving shared goals and objectives at individual and team level Increased Visibility