Alcatel-Lucent Genesys iWD Solution User manual

Genesys iWD Solution
intelligent Workload Distribution for Communications
Business Solution Brochure

Are offline order conflict resolutions
costing your company too much
time and money? Do you dedicate
too many employees to manually fixing
service exceptions? Does slow resolution
result in customer churn and stiff penalties for
not meeting service level agreements (SLAs)?
Do inefficient order processes slow down
your introduction of new products and
services and negatively impact Average
Revenue Per User (ARPU)?
If so, you are not alone. Most communications
service providers are experiencing these same
challenges. Service providers must compete in
a dynamic and competitive business.To succeed,
your order handling and service exception
management processes should be as efficient as
possible. However, these processes are difficult
to manage because of poor resource visibility
and efficiency during the multiple handoffs
and numerous interactions with various infor-
mation sources before resolution.
As a result of order handling and service
exception management inefficiencies, chal-
lenges are mounting for service providers:
Soaring Operational Costs > —The
notion of straight-through processing
represents the ideal to which many
communication companies strive.
However, front- and back-office order
fallout requiring costly manual interven-
tion is happening more frequently as
communications companies are rolling
out more and more services that add to
complexity and transaction volume.
High Customer Churn > —Annual churn
rates for telecommunications companies
average between 10% and 67%.Customers
today regard communications services as
a commodity and change providers for
many reasons, including poor service and
expensive rates. Service exceptions cause
delays that lead to customer dissatisfaction
and contribute to increases in operational
costs that make it difficult for the service
provider to remain price competitive.
Frequent SLA Violations > —
Communications companies often have
very short time windows for meeting
SLA requirements. Expensive SLA viola-
tions repeatedly occur because service
providers lack the real-time and compre-
hensive ability to identify which orders
are about to miss SLAs, and they lack the
ability to adjust work assignments quickly
enough to prevent violations.
Delayed Product and Service Rollouts >
—The communications industry is char-
acterized by new and converging products
and services. However, inflexible and inef-
ficient order handling and service
exception management processes make it
difficult to realize ARPU potential and to
keep up with demand without adding
additional resources that erode profits.
A Real-time Advantage
Clearly, the challenges you face are significant,
but Genesys can help.
Our intelligent Workload Distribution (iWD)
can decrease processing times, streamline
workers’ inbox demands, lower operational
costs associated with these activities and —
most importantly — improve customer loyalty.
iWD works in concert with existing enter-
prise software applications such as ERP, BPM,
and CRM, as well as homegrown legacy
systems, to create a single,global task list, which
is sorted based on your rules of business value.
Only with a global task list can the enterprise
ensure that the right resources, regardless of
location, are proactively receiving the most
critical or highest value tasks, regardless of
media-type or system, at the right time and
right location. Efficiently managing customer
requests requires an understanding of the
business context of the request. For example,
the associated business process,product requested,
or value of the customer making the request are
important criteria for calculating and routing to
the right resource based on business value.
Business Solution Brochure: Genesys intelligent Workload Distribution for Communications | page 2
Key Capabilities of iWD:
Real-time presence of the >
availability of resources
Dynamic distribution of >
workload
Virtualization options for the >
organization
Business value-based prioriti->
zation and distribution of work
Genesys iWD Benefits:
Manages and optimizes >
resources by determining
common employee skills and
prioritizing workloads, which
helps improve customer
service while reducing
expenses
Increases operational control
>
and efficiency across the
enterprise, which lowers costs
Enables the centralized distri-
>
bution of work from multiple
systems, which provides more
complete information and a
single view of all tasks, and
allows for improved employee
efficiency and more informed
decision making

Functionality
In concert with Genesys CIM, Genesys
iWD spans three main areas: capturing
tasks, calculating task values, and
distributing tasks to resources in the
front and back office, or to external
outsourcers.
Solution Highlights
Genesys intelligent Workload Distribution will
bring you several key advantages:
Ensures the efficient delivery of consistent customer>
service across all communication channels by optimizing
the routing of work items across an integrated pool of
resources — front office, back office, home, remote,
branch, offshore, or outsourced
Reduces operational costs with the effective utilization>
of enterprise-wide resources while optimally matching
the task, priority, and person
Avoids over- and understaffing by balancing the workload>
throughout the workforce, thus eliminating the impact
of load peaks and troughs
Provides superior customer service — and increases>
the speed and quality of business processes — by
providing visibility and control into all interactions,
legal and SLA compliance, work items, and resources
across the organization
Offers a comprehensive set of current day and historical>
task-based analytics to provide you with insight into
business performance and comparisons against key
performance indicators
Business Solution Brochure: Genesys intelligent Workload Distribution for Communications | page 3
Capture Distribute
Calculate
• Workflow Tasks
• Documents
• Faxes
• Virtual Tasks
• Business Rules
• Service Level
• Business Value
• Priority
• Front Office
• Back Office
• Outsourcer
iWD in Action:
freenet Customer Care GmbH, a wholly-owned subsidiary of freenet
AG, has 2,000 employees in three Customer Service Centres who
prioritize the handling of about 150,000 incoming service support
inquiries per week from landline and Internet customers. Like many
companies in the industry, siloed legacy systems complicated its
customer-oriented data processes. As a result, data regarding agents’
workloads had to be manually compiled, and by the time that was
accomplished the data was usually already outdated.
To solve its business challenges, freenet implemented Genesys iWD to
help it enable better customer inquiry routing based on business value,
and to efficiently, flexibly, and automatically distribute agent work tasks
according to skills.
Summary of results realized:
Reduced average handling time by approximately 30%>
Increased overall productivity by 20%>
Decreased follow-up support expenses by 25%>
Improved customer satisfaction rates by 15%>
Summary of benets realized:
Efficient customer handling through value-based routing>
Site independence through virtualization>
Prioritization of customer inquiries and requests based on business>
value, independent of the media channel
Optimized management of resources, and flexible use of employees>
Transparency regarding agent capacity utilization>
Clear definition and monitoring of service levels>

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Australia
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Genesys and the Genesys logo are registered trademarks
of Genesys Telecommunications Laboratories, Inc. All other
company names and logos may be registered trademarks or
trademarks of their respective companies and are hereby
recognized. © 2010 Genesys Telecommunications Laboratories,
Inc. All rights reserved.
Genesys Worldwide
Genesys is the leading provider of software to
manage customer interactions over the phone,
Web, and mobile devices. The Genesys software
suite connects customers with the right resources
— self-service, assisted-service and proactive
outreach — to fulfill customer requests,
optimize customer care goals and efficiently use
resources. Genesys software directs more than
100 million customer interactions every day for
4,000 companies and government agencies in
80 countries. These companies and agencies
can leverage their entire organization, from the
contact center to the back office, to dynamically
engage with their customers. As a result, Genesys
stops customer frustration, drives efficiency and
accelerates business innovation.
For more information: visit us on the Web:
www.genesyslab.com, or call +1 888 GENESYS
or 1-650-466-1100.
3132 v.1-01/10-US
Genesys intelligent Workload Distribution Complements
Existing Process and Workflow Infrastructures
Typically, workf low and business process management systems statically route work
items or tasks to queues from which agents and workers “pull” work, often selecting
the specific tasks they prefer to deal with. Genesys iWD allows you to “push” work
to your employees. Our solution enhances routing by additionally utilizing real-time
knowledge of the task, individual skill sets, and availability and utilization of the
workforce, thereby enabling the dynamic and active distribution of tasks to
harmonize load peaks across the organization. iWD acts to complement existing
process infrastructures and adds a capability that allows you to blend these tasks
with voice calls.
Genesys iWD also provides additional transparency into your ability to meet legal
requirements and customer SLAs, independent of transport media. With this added
visibility, iWD provides you with better insight so that you can optimize resources
in order to improve customer service. In today’s competitive marketplace, it is
critical that companies efficiently manage customer interactions and tasks across the
entire enterprise, in order to provide the very best customer experience.
Business Solution Brochure: Genesys intelligent Workload Distribution for Communications | page 4