Be there for your customers. Any time, any channel. Mike Murphy - - PowerPoint PPT Presentation

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Jun 02, 2023 233 likes •352 views

Be there for your customers. Any time, any channel. Mike Murphy michael.murphy@genesys.com Customers expect more of consumers expect real-time 64% responses from your business, at any time. Genesys confidential and proprietary information.

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Be there for your customers. Any time, any channel. Mike Murphy – michael.murphy@genesys.com

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Customers expect more

64%

2 Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

f consumers expect real-time

responses from your business, at any time.

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And they expect it everywhere

65%

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

say they are likely to switch brands if they receive inconsistent customer service across platforms (online, in-store, phone, text, email)

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It’s not getting easier

40 40 41 41 42 42 28 31 36 42 53 74 2 8 10 17 29 52 2017 2018 2019 2020 2021 2022 Other Social IOT SMS Outbound

Chatbot

IVR Voice

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Gartner: “Plan Now for Critical Shifts in Customer Interaction Patterns,” 2017 Total interactions indexed to 100 in 2017 and projected using Gartner phone interaction growth & Gartner channel mix. IVR includes both legacy IVR and well as related emerging technologies (Visual and AI-supported IVRs). Channels that did not represent a significant % of total in any period moved to “Other,” which includes Email, Video, Chat, Co-browse, Kiosk, Communities, and AR/VR (categories per Gartner)

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Level of CX Cost to serve

Virtual Assistant Web Chat Voice < $1 interaction > $5.00 interaction > $15.00 interaction Human assisted interactions Multiple interactions at once

And it’s not getting any cheaper

As interactions increase, so does cost!

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

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Demand can’t be met with the status quo

Genesys confidential and proprietary

information. Unauthorized disclosure is

prohibited.

Exploding customer expectations Inability to deliver

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

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It's difficult for your customers to engage and it’s more expensive for you to

serve. You must break down your technology silos and reduce costs.

Increasing interactions across increasing channels Agents 25-75X the cost of self-service Repeat calls and transfer wastes time Losing customer journey across channels Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

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Beat rising demand and exceed your customer’s expectations with Service Automation. Accelerate time to value with pre-built industry specific bots managed in a single platform. Build a bot once and use across every channel, seamlessly transitioning to an agent with full context. Use the best AI without being locked In to a single vendor. Genesys, Google, and Amazon in one place.

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

SLIDE 9 Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Kate

Is Kate an option?

Engage when and how a customer prefers Provide swift and accurate responses Increase customer value and satisfaction Improve workforce productivity and loyalty

SLIDE 10 10 Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

DD Benchmark ‘19

Within a year
Redefine IVR

/ Digital IVR?

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Thanks