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. 2 Unauthorized disclosure is prohibited.
And they expect it everywhere say they are likely to switch brands if 65% they receive inconsistent customer service across platforms (online, in-store, phone, text, email) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
It’s not getting easier Other Social IOT SMS 52 Outbound 29 Chatbot 17 10 8 Search 2 74 53 42 31 36 28 IVR 42 42 40 40 41 41 Voice 2017 2018 2019 2020 2021 2022 Gartner: “ Plan Now for Critical Shifts in Customer Interaction Patterns, ” 2017 Genesys confidential and proprietary information. Total interactions indexed to 100 in 2017 and projected using Gartner phone interaction growth & Gartner channel mix. IVR includes both legacy IVR and Unauthorized disclosure is prohibited. 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)
And it’s not getting any cheaper > $15.00 interaction > $5.00 interaction Cost to serve Voice < $1 interaction Web Chat Virtual Assistant Human assisted interactions As interactions Multiple interactions at once increase, so does cost! Level of CX Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Demand can’t be met with the status quo Exploding customer expectations Inability to deliver Genesys confidential and proprietary information. 6 Genesys confidential and proprietary Unauthorized disclosure is prohibited. information. Unauthorized disclosure is prohibited.
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 Agents 25-75X the Repeat calls and Losing customer across increasing cost of self-service transfer wastes time journey across channels channels Genesys confidential and proprietary information. 7 Unauthorized disclosure is prohibited.
Build a bot once and Use the best AI Accelerate time to use across every without being locked value with In to a single vendor. channel, seamlessly pre-built industry transitioning to an Genesys, Google, specific bots managed agent with full and Amazon in one in a single platform. context. place. Beat rising demand and exceed your customer’s expectations with Service Automation. Genesys confidential and proprietary information. 8 Unauthorized disclosure is prohibited.
Is Kate an option? Engage when and how Provide swift and a customer prefers accurate responses Kate Improve workforce Increase customer productivity and loyalty value and satisfaction Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
DD Benchmark ‘19 • Within a year • Redefine IVR / Digital IVR? Genesys confidential and proprietary information. 10 Unauthorized disclosure is prohibited.
Thanks
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