PureCloud-It’s what everyone is talking aboutAaron ChaskelisSr. Director-Product Management

• Intro

• PureCloud-Quick Primer/Orientation

• What our customers say

• Roadmaps meet Continuous Delivery

• The “Good-Stuff”

• Call To Action

MISSON

TO POWER THE WORLD’S BEST CUSTOMER EXPERIENCES

CUSTOMER EXPERIENCE PLATFORM PORTFOLIO

CUSTOMER EXPERIENCE PLATFORM SOLUTIONFOCUS

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WORKFORCE OPTIMIZATIONOMNICHANNEL DESKTOPCOLLABORATION

WORKLOAD MANAGEMENTANALYTICSPLATFORMINTEGRATION

DESIGN EXCEPTIONAL RELATIONSHIPS WITH ALL YOUR CUSTOMERS

EMPOWER YOUR STAFF TO MANAGE OUTCOMES

RUN YOUR BUSINESS IN SMARTER WAYS

THE ENTIRE PORTFOLIO SHARES THE SAME FOCUS

A unified, all-in-one cloud customer engagement and employee collaboration solution that is easy to use and quick to deploy with a modern user experience, offered on a cutting edge platform built for rapid innovation.

⦿ Makes managing customer relationships easy by connecting the dots across channels and systems

⦿ Simple and open solution for businesses who don’t have the IT expertise and resources to maintain complex customer service technology

⦿ Immediate access to new capabilities and innovative features with continuous deployment

⦿ Provides real-time insights with interactive, dynamic dashboards and views to help businesses make quick, informed decisions

WHAT IS PURECLOUD

• Fast-to-Deploy, Month-to-Month Subscription Model and Continuous Delivery of New Features Make PureCloud an Easy Decision-Intuit

• LIGHTNING-FAST DEPLOYMENT• “At the time we only had one help desk specialists so we hired two interns with no real-world

experience to learn the system, help deploy it and train our employees to use it,” Adatia said. “With just the PureCloud documentation and sandbox environment, our interns got the system mirrored and running within two days. They had our other contact center employees trained in a week. That was a huge win-Vivonet

What our Customers Say

BENEFITS OF CONTINUOUS DELIVERY(SOME)

• Speed• Release features more quickly (with feedback)

• Respond to changing market conditions

• Quality• Smaller changes reduces risk

• Rollback & fix

• Automation• Not limited to Development

• Data• Demand

• Usage

ROADMAPS MEET CONTINUOUS DELIVERY

• Providing units of customer value (features) on a weekly basis

• Strategic, opportunistic & aspirational

• Better Time to Value

• Experimental

• Take ours or build your own

PRODUCT ROADMAPS

Where we are now?

• Near term roadmaps available at Sales.Mypurecloud.com

• Provides a view of all “in-progress” features

• Updated Weekly

• Visible to Sales & Partners

PURECLOUD 2017 YTD COMMITTED AND DELIVERED

• 3rd Party Email / Chat Routing• PureCloud for Salesforce support for

Salesforce Omni-Channel• PCI Compliance - Phase 1• HIPAA Compliance - Stage 2 • PureCloud for Chrome (MVP)• Enable calls to be answered via third

party clients

2017YTD

• New "Queues Performance" Views• ACD - Dynamic Skills Updates• Callbacks (in-queue, immediate)• IVR with (native) speech recognition• Dialer with call progress detection• Revise Agent Metric Report• Open Source for 3rd Party WFM Schedule

Forecasting• Revise Agent Metric Report

75 Features delivered YTD

PURECLOUD | 2017 PRIORITIES & STRATEGY

FOCUS… DELIVER

…

ESTABLISH…our product roadmap on our target market segment

the best end-to-end customer experience

PureCloud as the leading cloud platform within our market

◉ Deliver the product features to meet the market fit of 20-250 agents contact centers

◉ Reduce the feature gap between PureCloud and Key Competitors solution offerings.

◉ Provide a reliable cloud service that customers can depend on to run their business.

◉ Deliver product features, enhancements and fixes in a timely and reliable fashion.

◉ Ensure the high quality and low impact of releases to our existing customers.

◉ Prioritize fixing of bugs & enhancements frequently reported by customers & prospects

◉ Reduce the barriers to customer service adoption and overall time to value for customers.

◉ Provide capabilities within the platform that will allow customers to programmatically integrate PureCloud into their customer experience ecosystem.

◉ Provide platform capabilities allowing 3rd party providers to create and distribute their software/services directly to customers

◉ Deliver partner platform tools to enable partners to service their customers in a frictionless model

CUSTOMER ENGAGEMENTDIGITAL, INBOUND, OUTBOUND, SELF-SERVICE

PURECLOUD CUSTOMER ENGAGEMENT

• Email, chat, co-browse• Social engagement (Twitter)• Callbacks (in-queue, immediate)• Screen sharing• IVR with (native) speech

recognition• Dialer with call progress detection• Inbound voice/SIP• WebRTC, browse-based softphone

NOW 2017

• Email, chat, co-browse enhancements• SMS/messaging• Scheduled callbacks (agent/customer)• ACD voicemail routing• Dynamic data routing• Screen sharing annotations• Omnichannel scripting• IVR licensing/reporting• Social media integrations• Holiday/open/close scheduling• Access Controls (ACL)

EMPLOYEE ENGAGEMENT WORKFORCEOPTIMIZATION, OMNICHANNEL DESKTOP, COLLABORATION

PURECLOUD EMPLOYEE ENGAGEMENT

• Web edition desktop• Inbound/outbound scripting• Workforce management• Quality management / recording• Communication and collaboration

(UCC&C)

NOW 2017

• Voicemail to email• Screen recording• Group ring / Hunt groups• Personal rules• Third-party WFM integrations• Web surveys• Skype for business integration• Third-party PBX integration

BUSINESSOPTIMIZATIONANALYTICS, PLATFORM, INTEGRATIONS

PURECLOUD BUSINESS OPTIMIZATION

• Enhanced API access for analytics• New queue-based contact center

management views• Salesforce ACD chat and email handling• Cloud-to-cloud integrations• Public API improvements (real-time)• Bulk data export, additional reports• Contact center “teams”, access control

lists• PureCloud voice EU expansion• PureCloud for Chrome• PCI DSS, Secure IVR• Dashboard and wallboard integrations

• Real-time and historical• iPad supervisor• Routing and administration• Web services APIs• CRM adapters• WFM adapters (Verint)

NOW 2017

Aaron Chaskelis

Sr. Directory-PureCloud Product Management

email: aaron.chaskelis@genesys.com

phone: 650.455.0679

Where to get more information.

TodayHere at CX17!

The CX17 event app has direct links to the content on genesys.com

Come and see us at the booth! We will be happy to take you through our

products or answer any questions you have on PureCloud.

When you are back at the office

https://www.inin.com/resource/customer-testimonials

• Customer case studies

• Product whitepapers

https://training.mypurecloud.com/

• See all the self-help modules available

• Learn how easy PureCloud is to deploy & mange

Speak to Genesys staff, we are here to help

QUESTIONS?

ENHANCED OMNICHANNEL ANALYTICS AND VISUALIZATION INTO AND ACROSS THE JOURNEY

NEXT GENERATION ALGORITHMS FOR STRATEGIC PLANNING AND PREDICTIVE ROUTING

JOINT CASE AND WORKLOAD MANAGEMENT FOR THE WORLD’S BEST PEOPLE PROCESS MANAGEMENT

STATE-OF-THE-ART APIS FOR MARKETING, SALES AND SERVICE APPLICATIONS

SIMPLICITY IN USER EXPERIENCE FOR WORKFORCE OPTIMIZATION AND OMNICHANNEL DESKTOP; REAL-TIME SPEECH AND QUALITY MANAGEMENT ADDITIONS

NEXT GENERATION WORKFORCE OPTIMIZATION AND LONG-TERM PLANNING CAPABILITIES

ONGOING COLLABORATION ENHANCEMENTS

GENESYS CUSTOMER EXPERIENCE PLATFORMPRODUCT THEMES DETAILED

HELPING COMPANIES MAKE DIGITAL CUSTOMER EXPERIENCE A COMPETITIVE DIFFERENTIATOR BY SIMPLY CONNECTING PEOPLE ACROSS ANY CHANNEL AT ANY TIME ON ANY DEVICE

INTEGRATED OMNICHANNEL OUTBOUND AND SELF SERVICE ACROSS CLOUD, ON-PREMISE AND HYBRID

SUPPORTING THE COMPLETE MARKETING, SALES AND SERVICE LIFECYCLE

DIGITAL MATURING: MICRO APPS. AI, WIDGETS, MESSAGING PLATFORMS

MAKING EVERY

EXPERIENCE EFFORTLESS

Enhance MVP -> SRP

New Development

Integrate / Partner

PRODUCT TAXONOMYDIGITAL

• Email Interactions

• Chat Interactions

• Co-Browse Interactions

• SMS and Messaging Interactions

• Third-Party Generic Interactions

• Screen-Share Interactions

• Social Interactions

INBOUND

• Scheduled Callbacks

• ACD Voicemail Interactions

• Dynamic Data Routing Decisions

• Known Agent Routing

OUTBOUND

• Performance Views

• Agent Owned Scheduled Callbacks

• Omnichannel Scripting

• TCPA

SELF-SERVICE

• IVR Licensing

UCC

• Voicemail to Email

• Group Ring• Hunt Groups• Personal Rules

• Skype for Business

ANALYTICS

• Backend Services & API

• Contact Center Management Screens

• Bulk Data Export

• Contact Center “Teams“

• Addition of Critical / Key Reports

• Dashboards/Wallboards

WORKFORCE

• Screen Recording

• Third-Party WFM Connector

• Web Survey (could be integrate/partner)

• WFM Provider

INTEGRATIONS

• Integration Registry

• Salesforce ACD Chatand Email

• Cloud Bridge

• PureCloud for Chrome

• Integrations Marketplace

• Salesforce Omnichannel Sync

PLATFORM

• Public API• PureCloud

Voice Service• Partner Client

Management• Customer

Lifecycle• Billing System

• Decomposed Media Services

• PCI & Secure IVR

• API Accounting Services

• Public API

Find out more @ www.genesys.com.

158% ROI Over Five Years

Payback in 12.8 Months

$20M+ Reduction in Infrastructure Costs

$7600+ NPV Per Agent License

HOW CAN GENESYS HELP YOU?

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KEYWORD

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