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Enterprise Customer Management

Enterprise Customer Management. Carr Biggerstaff Director, Enterprise Programs. Company Background. Founded 1990; IPO 6/97 442 Employees, 35% in R&D 1996-97 Revenues - ~$35M FY98 Plan = Double FY97 Over 160 Customers 250+ installations, 50,000+ seats Headquarters - San Francisco

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Enterprise Customer Management

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  1. Enterprise Customer Management Carr Biggerstaff Director, Enterprise Programs

  2. Company Background • Founded 1990; IPO 6/97 • 442 Employees, 35% in R&D • 1996-97 Revenues - ~$35M • FY98Plan = Double FY97 • Over 160 Customers • 250+ installations, 50,000+ seats • Headquarters - San Francisco • Atlanta, Boston, Charlotte, Chicago, Dallas, Denver, NY, Seattle... • Buenos Aires, Brisbane, London, Moscow, Munich, New Brunswick, Paris, Sydney, Tokyo, Toronto, Vladivostok • Complementary Partners • Leading System Integrators, Software Vendors and System Vendors

  3. Customers Come to Genesys for More… Telecommunications • Airtouch Cellular • Ameritech • Bell Mobility Cellular • BellSouth • BT • MCI • New BrunswickTelephone • NTT • South Africa PTT • Sprint • Telia • Telstra • US West Financial Services • ABN AMRO • Bank of America • Charles Schwab • Merrill Lynch • NationsBank • Sallie Mae • T. Rowe Price • USAA • The VanguardGroup • Wells Fargo • Westpac • Zurich Insurance Other • ADP • Circuit City • FedEx • Fingerhut • Gateway 2000 • Rockwell • The SABRE • Group • Scopus • Siebel • Sony • Xerox

  4. Coordinated Delivery! Call Center Call Centers & Screen-pop Okay for 1st Generation Customer Mgmt Customer- Specific Customer Input CSR Desktop Telephony Front Office App CTI

  5. Input from Customers - More Needed! • Traditional customer management technologies “don’t scale” • Too difficult & costly to deploy and operate • Need Customer-centric management • Agent efficiency not as important as matching each customer to the right agent • Customer chooses access method • Enterprise architecture required • Use all existing customer knowledge • Integrate across sites and platforms • Use existing infrastructure

  6. Genesys’ Mission: Deliver a new Customer Mgmt Framework that meets these needs and optimizes every company’s most valuable assets: Customers and Employees

  7. Telephone- centric H/W-driven maintenance Network services by site • Site-specific: • Agents • Groups, • Queues, • Admin • Reporting Too many proprietary interfaces Data not shared between between apps and sites Traditional Customer Mgmt - Best Case: Common H/W & S/W Private Net Site 1 Site 3 Site 2 App A App B CTI CTI CTI

  8. T-Server T-Server T-Server Site 1 Legacy Siebel NT - Compaq (and other std platforms) Site 3 Genesys - Software Designed for the Enterprise! I-Router Site 2

  9. Customer Mgmt Technology Designed Like an Enterprise App! • Software only • Unified API for application interface • NT or Unix server & any desktop • Private network not required • Single view/point of system administration • Services, Agents, Groups, Queues... • Single routing authority across sites/apps • Customer data-attach for transfer to other sites and systems • Comprehensive activity mgmt & reporting

  10. T-Server • 15+ PBX/ACDs • Aspect, Lucent, Nortel… • All IVRs • Standard CTI functions • Real-time event mgmt & tracking • Scalable - 500 TX's/sec on MCI’s network • Secure (SSL) and manageable (SNMP) PBX+ ACD T-Server IVR

  11. Customer Choice of Access = Telephony + ... • Multi-site transfers • Multi-site event mgmt and reporting • Video • H.323 (VOIP) • Internet • Email - Adante built-in! PBX+ ACD T-Server IVR T-Server WAN T-Server Video- H.323 Adante-T POP3- SMTP www

  12. Siebel... DB Interaction Router Network (1-800) PBX+ ACD T-Server IVR T-Server WAN Interaction Router T-Server Video- H.323 Adante-T POP3- SMTP www

  13. Interaction Router • Route all types of communications • Attach data throughout the life of a transaction • Report on complete customer experience • Route based on business rules • Plus load balancing, queuing, and skills-routing • Route to: • Agent, groups, queues, virtual queues... • Across sites and to remote agents • Fully integrated w/ outbound dialing and the Internet

  14. Siebel... DB Management Suite Configuration Manager Network (1-800) PBX+ ACD T-Server IVR Pulse/DART T-Server WAN Interaction Router T-Server Video- H.323 Dynamic! Adante-T POP3- SMTP www

  15. Siebel DB Blending in Outbound Configuration Manager Network (1-800) PBX+ ACD T-Server IVR Pulse/DART T-Server WAN Interaction Router T-Server Video- H.323 Adante-T Campaign Manager POP3- SMTP Web Option

  16. Why Genesys? • Customer Mgmt Framework that is: • Easier to deploy and operate • Integrates with existing platforms • Lower TCO • Single point of administration & operation • Alternatives to expensive VPNs • Software solution • Easier to expand • Advanced software suite • Routing, multi-platform, multi-media • Inbound, blended, email, Web

  17. Why Genesys? Ask Our Customers • 1600 CSR's integrated across 4 sites in 3 months • $10M/year savings • Measurable improvement in customer care • 5000 CSR's integrated across Australia (50 sites) • 1 year rollout using existing systems • 16,500 CSR's integrated across 30 sites • Goal: Enable value-added products • Standardize on a single integration framework • Project on time and budget

  18. Thanks! www.genesyslab.com

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