Mike Murphy, Sr Sr. . Account Exe xecutiv ive Customer - PowerPoint PPT Presentation

Mike Murphy, Sr Sr. . Account Exe xecutiv ive

Customer Experience Platform Portfolio 2

Call Recording / Screen Recording Realtime Monitoring Quality Management Workforce Management Data and Analytics Contact Centre Customer Channels Performance Resources Phone In house agents Web Chat Blended Blended Email Outsourced Agents Inbound and Inbound and PureCloud Contact Web / Co-Browse Center Work at home Agents Outbound Outbound SMS Experts Social Media Integrations Mobile Self Service Journey Mapping Object Routing Webhooks Screen Pop CRM WFM Data Dips / Web Services Salesforce Zendesk

Performance tools to reduce AHT ◦ Data & Analytics ◦ Workforce Management ◦ Call / Screen Recording ◦ Quality Management 4

Integration tools to reduce AHT Built-in Integrations ✓ Data Dip ✓ Screen Pop ✓ Built-in Apps ✓ Journey Mapping ✓ CRM Integrations Genesys confidential and proprietary information. 5 Unauthorized disclosure is prohibited.

Our capabilities help you differentiate with service. Meet Kate: Predictive routing: Omnichannel support: Blended AI from Get customers to Deliver seamless Genesys. Automation the right agent support across every with a human touch. every time. channel.

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Customer experience equals brand experience. of customers globally of consumers have of consumers are are multichannel users, switched brands in the willing to pay for a customers use 5.6 past year due to poor better experience. channels on average. customer service. — Capgemini, 2017 — NICE and BCG, 2016 — Accenture Global Consumer Pulse Research, 2016

Thanks. www.genesys.com/number-1-cx-platform/ michael.murphy@genesys.com