1©  2016,  Genesys  Telecommunications  Laboratories,  Inc.  All  rights  reserved.

OMNICHANNEL CUSTOMER  ENGAGEMENT:  FROM  VISION  TO  RESULTS  THE  VODAFONE  SUCCESS  STORY

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GREAT  RELATIONSHIPS  MEAN  LOW  EFFORT

4 •%  of  customers  with  high  effort  will  repurchase  

4 %  of  customers  with  high  effort  increase  spend

%  of  customers  with  high  effort  spread  the  word81

•%  of  customers  with  low  effort  will  repurchase  94

88 %  of  customers  with  low  effort  increase  spend

1%  of  customers  with  low  effort  spread  the  word

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4  C’S OF  PERSONALIZED  ENGAGEMENT

CUSTOMER CONTEXT CAPACITY CONTROL

What  do  we  know  about  you?

Why  might  you  be  contacting  us?

How  best  can  we  respond  to  your  need?

What  can  we  do  to  improve  your  experience?

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CHANGE  THE  FOCUS  TO  CUSTOMER  JOURNEY

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TRANSFORMING  YOUR  CONTACT  CENTER  FOR  OMNICHANNEL  ENGAGEMENT

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Jörg  KnoopContact  Centre  and  Telesales  CapabilitiesVodafone  Germany

Digital Transformationand  OmnichannelCustomer  Journey@Vodafone  Germany  

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VODAFONE  – WE  ARE  INTERNATIONAL

Vodafone  Germany  is  part  of  the  Vodafone  Group.Own  mobile  networks  in    26  countries.Partner  networks  in  55  further  countries.Own  Fixed  Net  infrastructure  in  17  countries.

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WHO  WE  ARE

At  a  glancewww.vodafone.de

• Location:              Germany

• Number of customer interactions:              More  than  18  million  per  month

• Deflected  contacts  through  Self  Service:More  than  3.7  million    p.a.

• ONE  Virtual  Contact  Centre:  More  than  8500  agents  working  on  one  virtual  system  at  45+  sites

• Interactive  Social Media  contacts:              More  than  337k  contacts  in  the  first  half  of  2016

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WHERE  DO  WE  COME  FROM

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WHAT  DO  CUSTOMERS  EXPECT

ü Be  available  24/7

ü Be  available  for  ALL  my  questions

ü Be  available  ON  ANY  CHANNEL

ü Be  more  DIGITAL

ü Understand  that  I  am  SWITCHING  CHANNELS

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Self  Carewith Billviews without Billviews

RetailService related

„Classical“  Care  

ON  WHAT  CHANNELS  ARE  OUR  CUSTOMERS  MOST  ACTIVESocial  CareTelemarketing

Contact  development

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USE  THE  RIGHT  PLATFORM  TO  ENABLE  OMNICHANNEL INTERACTION

Multi-­Channel  Contact  History

Automated    ServicesNLU/IVR

Mobile  Employee

Branch  OfficeInternal Outsourced Back  Office

Expert

Call  Center  Agents

Proactive  Notification

Voice SMSE-­mail  (basic)

Chat  (Web  &  App)

Fax  /  Documents Work  Item

Enterprise  Database

Intraday  Control  Reporting  and  Analytics

Social  Media

Telesales

In planningIn planning

Genesys Customer Experience Platform

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REALTIME  MONITORING  &  CONTROL

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REALTIME  MONITORING  &  CONTROL

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REALTIME  MONITORING  &  CONTROL

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REALTIME  MONITORING  &  CONTROL

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REALTIME  MONITORING  &  CONTROL

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Significant  Improvements  with  NLU

maßgeblich

Customer  Experience

Savings

Open  Question  Recognition(stabilzed  on  a  high  level)

Duration  in  IVR(less  than  half)

69  %  

<  90  sec.

T-­NPS  Value(clearly  improved) >  0

Hang-­up Rate(reduced  by  a  third) -­ 35  %

Finalized  Self  Serviceincluded:automated  announcements  in  2015

15%

>  3  million

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MOBILE  FIRST  – RED  BUTTON

Online-­ChatØ 10k  per  weekü In  App  Chat  (no  browser)ü Direct  link  to  Contact  Centreü Context-­ and  skill-­basedü Dynamic  control  based  on  statistics  or  

customer  data

Click2CallØ 20k  per  weekü Direct  link  to  Contact  Centreü No IVR  ü Contextual  routing  into  the  right  team  (skill-­based)ü Identification-­ and authentication-­process doneü Dynamic  control  based  on  statistics  or  customer  

data

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WHAT  IS  NEXT

CallbackChannelOrchestration

CaseManagement

Document&

Work  Items

Chat  Robots&

Messenger

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VODAFONE  OMNICHANNEL  – THE  ULTIMATE  CUSTOMER  JOURNEY

https://www.youtube.com/watch?v=rTYlhxCuAOk&feature=youtu.be

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CUSTOMER  EXPERIENCE  PLATFORM  PORTFOLIO

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THE  ENTIRE  PORTFOLIO  SHARES  THE  SAME  FOCUS

DESIGN  EXCEPTIONAL  RELATIONSHIPS  WITH  ALL  YOUR  CUSTOMERS

EMPOWER  YOUR  STAFF  TO  BE  THE  CEO  OF  YOUR  CUSTOMERS’  JOURNEY

RUN  YOUR  BUSINESS  IN  SMARTER  WAYS

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CUSTOMER  EXPERIENCE  PLATFORM  FOCUSCU

STOMER

 ENGA

GEMEN

T

DIGITALINBOUNDSELF  SERVICEOUTBOUND EM

PLOY

EE  ENGA

GEMEN

T

BUSINESS  OPTIM

IZATION

WORKFORCE  OPTIMIZATIONOMICHANNEL  DESKTOPCOLLABORATION

WORKLOAD  MANAGEMENTANALYTICSPLATFORMINTEGRATION

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ENHANCED  OMNICHANNEL  ANALYTICS AND  VISUALIZATION    INTO  &  ACROSS  THE  JOURNE

NEXT  GENERATION  ALGORITHMS  FOR  STRATEGIC  PLANNING  AND PREDICTIVE  ROUTING

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

STATE-­‐OF-­‐THE-­‐ART  API’S FOR  MARKETING,  SALES  AND  SERVICE  APPLICATIONS

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

NEXT  GENERATION  WORKFORCE  OPTIMIZATION  AND  LONG-­‐TERM  PLANNING  CAPABILITIES

ONGOING COLLABORATION  ENHANCEMENTS

GENESYS CUSTOMER  EXPERIENCE  PLATFORM

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

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

SUPPORTING  THE  COMPLETE  MARKETING,  SALES  AN  SERVICE  LIFECYCLE  WITH  MICRO  APPS

MAKING  EVERY  

EXPERIENCE  EFFORTLESS

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HOW  DOES  GENESYS  DRIVE  CUSTOMER  ENGAGEMENT?

Support  all  channels  – voice  and  digital  – across  your  entire  enterprise

Deliver  timely,  relevant,  personalized,  and  predictable  experiences

Proactively  monitor  and  engage  on  your  website  or  mobile  application

Increase  resource  utilization  and  reduce  reoccurring  infrastructure  costs

Reduce  shopping  cart  abandonment  and  improve  sales  conversions

Transition  seamlessly  from  self-­‐service  to  assisted  service  

Preserve  context  in  transitions  to  provide  superior  cross-­‐channel  experience  

Virtualize  operations  across  the  enterprise  to  match  customer  with  best  agent

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HOW  GENESYS  ENABLES  THE  OMNICHANNELCUSTOMER  JOURNEY

NATIVE  SUPPORT  FOR  VOICE  &  

DIGITAL    CHANNELS

CROSS  CHANNEL  SLA  MANAGEMENT

ORCHESTRATED  CUSTOMER-­‐TO-­‐

AGENTMATCHING

PROVEN  FOR  HIGHLY  SCALABLE,  MISSION  CRITICAL  

OPERATIONS

HYPER-­‐PERSONALIZED

SERVICE

OMNICHANNEL  DESKTOP  

WITH  JOURNEY  TIMELINE  

INTEGRATED  WORKFORCE  MANAGEMENT  ACROSS  ALL  CHANNELS

MANAGE  WORK  WITH  UNIVERSAL  &  

VIRTUALIZED  QUEUE

“YOU  CAN’T  BE  OMNICHANNEL  WITHOUT  SUPPORTING  ALL  CHANNELS  – VOICE  AND  DIGITAL”

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ROI  AND  BUSINESS  BENEFITS  OF  OMNICHANNEL

158%  ROI  OverFive  Years

Paybackin  12.8  Months

$20M+  Reductionin  Infrastructure  Costs

$7600+  NPVPer  Agent  License

30%  improvement  in  ecommerce  conversions

50%  reduction  in  customer  abandonment

12.5%  improvement  in  agent  handle  time

ACCORDING  TO  THE  FORRESTER  TOTAL  ECONOMIC  IMPACT  STUDY,  ENTERPRISES  

USING  THE  GENESYS  CX  PLATFORM  ACHIEVE:

Find  Out  the  ROI  of  Your  Omnichannel Investment:  genesys.com/tei-­‐of-­‐genesys

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GET  ADDITIONAL  RESOURCES

Take  the  Online  Omnichannel  Customer  Service  Assessment

eBook:  Busting  the  Top  10  Myths  of  OmnichannelCustomer  Engagement

5  Minute  Demo  Video:  Enabling  OmnichannelCustomer  Engagement

◉ For  more  information,  visit  http://www.genesys.com/

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THANK  YOU

For  more  information www.genesys.com

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