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When the cloud delivers the promised agility
Sandra COLLOMB
Head of CRM marketing department
Zouhair CHAOUCH
Chief Project Manager
2
CX is directly affected by digitalization
Mobile & Web First
« Hyper connectivity »
Preemptive Contact Center
The Digital backstop
Disruptive Innovation
and business models
3
What the market says
Self-service & digital interactions
Automated conversations
Robotic Process Automation
Journey Analytics
Predictive analysis
Customer services
IoT insights
Agent empowerment
Smaller
Strategic
Smarter
Traditional contact
centers become
4
Success story of digital business transformation
U.S information technology multinational company
5
An MNC with ambitious objectives
Increase performance and stock
market prices
Gain market shares from its
Chinese competitor to be leader of
the computing market
Digitalize its customer experience
to offer outstanding services
6
This $80million-project at a glance
Call collect in 120 countries
Currently spread over 100 operators
50M+ minutes per month
Managed Contact Center with Genesys
12,500 agents spread over 36 countries
Network services
Customer gateway locations x3
Datacenter locations: Austin, Singapore, Japan, UK,
Netherlands
3 hubs, 6 data centers
EMEA: Paris and Lyon, France
APJ: Singapore and Mumbai, India
AMS: Atlanta and Oak Hill, USA
High availability with a full capacity failover
7
Voice - Call collection Network - Call distribution to
customer / BPO
Contact Centre Solution
Agents & supervisors
Toll-free, geographical number of local country
Local PSTN
IP distribution
International inbound
International outbound
Data
Voice inbound
Voice outbound
Qualification Customer Database
CRM connector
Contact reception
via a softphone
Contact interactive
phase
Transfer
Real time monitoring
Historical statistics
Administration
interface
Administrators
Centralized interaction
management
Qualification
Distribution
Call recording
Reporting
Solution overviewCall collection, processing and delivery
Local PSTN
Orange network
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Seamless migration with no business disruption
Port
The CC # To
Orange Wan provider
SIP
PSTN
Legacy CC Hub
Business Partner
Site
Customer site
Orange Voice NetworkSIP
9
2016
2017
Q3 Q4 Q1 Q2 Q3 Q4
EMEA Kickoff11/14/2016
EMEA MCC DC3/30/2017
EMEA WAN pilot3/28/2017
EMEA Pilot4/28/2017
EMEA Wave 16/16/2017
EMEA Wave 28/4/2017
EMEA Wave 39/22/2017
EMEA
AMS
AMS DC4/28/2017
AMS WAN pilot5/2/2017
AMS Pilot6/2/2017
AMS Wave 1
7/21/2017AMS Wave 28/21/2017
AMS Wave 310/27/2017
AMS Inventory12/19/2016
EMEA Inventory9/2/2017
Q1
Program completion
EMEA Completion
End of Nov – end of July EMEA/AMS overlap (7 months)
AMS Kickoff02/13/2017
APJ Completion01/31/2017
APJ MUM DC11/1/2016
APJ
Program Critical path
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#1 deployment
#2 deployment
#3 deployment
Pilot sites deployment
2017
Today
Dec 2017 Feb Mar Apr May Jun Jul Aug Sep Oct
Inventory lock12/19/2016
F2F Kick off - Fort Collins2/17/2017
MCC platform readiness4/28/2017
Pilot sites deployment6/2/2017
2/27/2017 - 5/31/2017WAN delivery
2/27/2017 - 5/31/2017Customer DC readiness
1/13/2017 - 5/31/2017Porting
3/20/2017 - 9/29/2017Data Gathering
4/3/2017 - 6/2/2017
5/22/2017 - 7/21/2017
7/10/2017 - 9/8/2017
8/28/2017 -
10/27/2017
Zoom on a regional delivery planning
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Joint Governance & Management
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Benefits
Boost competitiveness
Optimize resource
Move from voice to omnichannel
worldwide
Deliver best-in-class post sales CX
while generating upsells at point
of support
13
The power of a global operator and large scale
services provider and of world’s #1 CX platform
14 Orange Restricted
Empower
your teams
Engage your
customer
Enrich
your
services
Orange & Genesys The right partnership to address your digital transformation journey
15
We design, build and manage the service that fits your specific needs
Security
Flexibility
Scalability
Competitiveness
Customization
Cost-efficiency
Disaster recovery
Update / upgrade
Availability
Integrated
Managed
Hybrid
Cloud
All service delivery models are available
16
Our experts guide you step by step from initial configuration to personalized services
200 consultants to help you define
your strategy
550+Contact Center experts to
design your service
90+Genesys certified experts all
over the world
17
24/7 support. Global infrastructure
Beijing, China
Singapore
UK
Atlanta, USA
RET India
RET
France
Customer Service & RET
Brazil Customer Service
Mauritius
Benelux
DubaiEgypt
Oak Hill, USA
India
7 Data Centersin USA, Europe & APAC
5 Major Service CentersBrazil – Egypt – France –India – Mauritius
24 Regional Service Centersto ensure your business continuity
18
Unique know-how in integration system
Multiple vendors skillsfor smooth transition to digital
High customization capabilitiesto meets your specific requirements
Unique tools designed by Orangeon top of Genesys technology
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Managed
Voice Portal
Smart
Contact
Managed Contact Center
Contact Center
agentsRemote
agents
Back Office
experts
Easy and seamless
integration
Flexible and smooth
working environment
Cost optimization
Administrator interface
designed by Orange for
maximal simplicity
Business model: licenses
or PPU
Why Orange?
In-store staff
Cloud services: your transition to agility
20
Benefit from a powerful self-administration interface
Manage
Management of agent profiles -
location, access, skills
Assignment of priority channel(s)
DistributeSupervise
Configuration of interactions
distribution and timezone
management
Administration of response time
and interactions overflow
Definition of keywords search for
emails
Routing toward third party
Calendar management
Call / screen recording
Template emails and chats
Quality control before sending emails
21
Customer Experience
Build reliable, agile,
adaptive software
Bring together the best
market solutions
Orange Applications for BusinessThe specialized system integrator at the service of your business performance
Data
& Analytics
Internet-
of-Things
System Integration
Our commitment
Deliver on-premise, hybrid or
cloud solutions
22
From inspiration to transformation. Together.
Customer Experience Internet-of-Things
and Analytics
Workforce Engagement
Collaborative workspace Enriched Connectivity Flexible ITUnified Communications
Let’s talk about it, meet us at G4 booth
23
Thank you
Sandra COLLOMB
Head of CRM marketing department
Zouhair CHAOUCH
Chief Project Manager
24
Operational performance
whatever the channel
Silos reduction
Key challenges
for your
customer
relation centers
Create value Optimize resources
Know your customersDrive performance
Increase in margins and sales
Differentiation
Improvement of CX
Personalized training
Agents motivation
Decrease of staff turnover
Detailed customer analysis
Tailor-made interactions
Anticipation of needs
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Host, develop
and manage or
delegate to our
experts
Managed Voice PortalSuccessfully handle customer first interaction
99,95%Service Level Agreement
Automate low-value added calls
Handle all requests in case of activity
peaks or overflow
Create engaging brand experience from
the first seconds
Providing intuitive and
consistent self-services
Managing voice menus by your own in
real-time
Intelligently routing callers to the best
qualified available
POWERED BY THE
26
Create greater digital customer
engagement
Improve contact qualification and better
handle virtual queuing
Reduce customer’s effort and frustration for
maximal satisfaction
Easily connecting to a live agent from an
intuitive mobile app
Submitting context data for smooth
transition to the agent, with no repeating
explanations
Requesting a call-back and so avoiding
hold time
Quick and easy
integration
Smart ContactEmbrace a mobile engagement strategy
Compatible with
all operating
systems
POWERED BY THE
27
Successfully engage customers through
effortless journey
Empower both agents and administrators
Ensure quick answer, expert support and first
contact resolution
Combining digital interactive rich
media with voice
Leveraging on intuitive tools and real-
time analytics
Gaining customer insights and breaking
silos with back-office
Universal
routing queue
Pay-Per-Use
model
Managed Contact CenterTurn customers into brand ambassadors
POWERED BY THE
28
Empower agents to perform their
best
Increase business results and build strong
competitive advantage
Improve customer services efficiency and
effectiveness
Offering targeted coaching and adapting
workflow processes
Lowering cost, boosting productivity,
driving revenue
Gaining insight on customer
expectations and people & processes
performance
Native
integration with
our cloud contact
center
High
customization
capabilities
Workforce EngagementSignificantly boost your performance
POWERED BY THE
29
High Level Design
Internet
50M
bps
320 Mbps dual
Orange Voice Network
Customer WAN
38M
bps
Orange DC
Genesys
DC2 AMS
140M
bps
410Mbps
BPO 1 HubRichardson_TX_P
OP
Aurora_CO_POP
PSTNOFFNET
2Mbp
s 2Mbps
2Mbps
DC 1 AMS
410Mbps
1Gbps
1Gbps
1Gbps
1Gbps
Number of Agents + Suprvisors
320 Mbps dual
Rio RanchoUS
733 112+140
BoiseUS
CorvallisUS10
AtlantaUS6
Remote agentsOne X10
Mexico City (SF)Mexico70+4
2
18Mbps
GuadelajaraMexico38+17+
9
9Mbps
TlaquepaqueMexico119
26Mbps
385+12+49
HerediaCosta Rica
73Mbps15+1
2
BogotaColombia
6Mbps 39
OttawaCanada
MissasaugaCanada
3
5Mbps
1Mbps
TunisTunisia
12
2Mbps
Orange DC
Genesys
BellevilleCanada
257
Cape BretonCanada 86
18M
bps
LondonCanada 19
3Mbps
San SalvadorEl Salvador
183
37MbpsTunisTunisia
44
27 Mbps (20EMEA +
7AMS)Mall of AsiaPhilippines
243
64Mbps
Mumbai India 327
62M
bps
QuezonPhilippines
43988Mbps
14St. CatharinesCanada
ManilaPhilippines
408
140 Mbps dual
Sao PauloBrazil
209
Sao PauloBrazil 7
LeonMexico
392
120 Mbps dual
CebuPhilippines
457
120 Mbps dual
New DelhiIndia
185Kolkata
India 268
90 M
bps
dual
90 M
bps
dual
BPO2 Hub
36M
bps
56Mbps
Secaucus
Los Angeles
BPO3 HubPhoenixEnglewoo
d
42Mbps
66Mbps
BP
O4
Hub Omaha
Dallas
140 Mbps dual
79Mbps
53Mbps
2Mbps
100
MB
ps
du
al
Already covered in the APJ region
1Mbps
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