A Great Customer Experience - IBM Unica Interact Real-Time Interaction Management ... A great customer experience 2. Increased customer revenue and profits 3. Reduce contact center

© 2014, Genesys Telecommunications Laboratories, Inc. All rights reserved.

1 Confidential and Proprietary

A Great Customer Experience

1. WebSphere Connect Plugin

2. Tealeaf Engagement Architecture

3. Watson Automated Chat Environment

4. Sterling Agent Desktop Integration

5. Unica Agent Upsell Opportunities



IBM’s Integrated Portfolio for Smarter Commerce

Buy

Adaptive procurement and optimized supply

chain

Market

Targeted and personalized marketing

across all channels

Sell

Seamless cross-channel

customer experience

Service

Anticipate behavior and deliver flawless

customer service

Smart Commerce Services

Core Business Solutions and Processes

Business Analytics

IBM SmartCloud Solutions, Computing and Infrastructure



WebSphere Connect Plugin


Call us now!

Genesys count down and number

Developer Text



WebSphere Connect

Makes all of the context from the website available to the contact center for prompting, routing and presentation on the agent desktop

Public Telephony Network

4 Genesys

SaaS 3

Customer Care

Internet

Contact Center

2 1

WebSphere Website Customer Phone



Customer Engagement Transitions

Voice Self-Service

Web Self-Service

Contact Center 10%

Leakage of loyalty when web self-service fails

58%

34%

Callers who first used web in current transaction

Callers on web while talking to a rep Source: CEB

Mobile App



Web Server

Customer

Internet Proxy

Contact Center

Genesys Conversation Manager

Genesys Proactive Engagement



Genesys Powered by Watson

1. Intelligent Automation: Watson automates customer dialogs to become an alternative to less intelligent self-service

2. Complete History: Genesys can capture a history of the questions & answers in the customer chat dialog with Watson

3. Routing to the Agent: The interaction history can be leveraged for routing and skilling of the chat agent

4. Agent Assistance: Watson can be further leveraged as an assistant for a live agents as they interact with customers

5. Transaction Completion: Genesys live agents will finalize & complete transactions For example, process an credit card for the new phone purchase, credit an account



Genesys Powered by Watson

1. Customer engages chat with Watson

2. Watson responds to question with answers

3. All interactions are stored in the Genes Conversation Manager

4. Chat service offers escalation to phone call with an agent

5. Voice Platform requests info from Conversation Manager to determine prompting and routing

6. Voice session is routed to best agent

7. Agent desktop pulls interaction history from CM

8. Agents can utilize Watson to help answer questions

2

Customer

Chat Dialog Powered by

Watson

IBM Watson

Genesys Agent with Access to

Watson History

Genesys Conversation

Manager

Genesys Voice Platform (GVP)

Server

Web Site

Agent

1

5 7

8

3

6

4



Sterling Integration



Sterling Integration



IBM Unica Interact

Real-Time Interaction Management • Determines, in real-time, the best personalized

message for each live customer interaction, especially “inbound” contacts

• Can plug into any customer touch-point: Web site, call center, kiosk, point-of-sale, etc.

• Personalization based on historical data and new information gained during the interaction

• Connects and coordinates inbound marketing with outbound campaigns

• Designed for easy usage and management (“so easy a marketer can do it”)

• Can scale to meets the most rigorous performance requirements: 100,000s of concurrent sessions, response times < 0.1 sec



Unica Integration



Each of our IBM/Genesys solutions provide:

1. A great customer experience 2. Increased customer revenue and profits 3. Reduce contact center costs

Documents

A Great Customer Experience - IBM Unica Interact Real-Time Interaction Management ... A great customer experience 2. Increased customer revenue and profits 3. Reduce contact center