Genesys Genesys UC User manual

Genesys UC Connect for IBM Sametime
A Business Solution Brief

Genesys UC Connect for IBM
Sametime improves customer
service quality and the produc-
tivity of agents and experts by integrating
with IBM® Lotus® Sametime®.
Combining Genesys intelligent interac-
tion management and routing with IBM
Sametime expands the labor pool beyond
the contact center to workers throughout
the enterprise.
Due largely to the inherent restrictions of
legacy technology, remote customer
communication has been conducted almost
solely through agents located at specific
physical contact centers.
This has led to a variety of challenges,
such as:
1. How do you train contact center
agents (who average a 20% to 50%
annual turnover rate) to accumulate
and articulate the knowledge of an
entire organization?
2. How can you staff your customer
service operation to handle
unexpected increases in customer calls/
contact volume while keeping labor
costs down?
You can meet these challenges by integrating
experts from the enterprise into the
customer service operation to greatly
increase available resources without
additional labor and training costs.
Further, by having the capability to unlock a
larger pool of customer-trained resources
within branch offices, for instance, you can
start staffing the contact center for median
levels of traffic and use the additional pool to
handle the peaks and spikes.
The Genesys UC Connect for IBM
Sametime solution integrates with IBM
Sametime to achieve this expansion of
customer service resources by using the
presence of the IBM Sametime client on
back office and branch office desktops
across the enterprise as a source of avail-
ability for contact center interactions.
Reducing Total Cost of Ownership
Intelligent routing of calls to a broader range
of agents or employees helps to achieve better
first-call resolution rates, which leads to
higher customer loyalty and allows revenue
objectives to be met. The IBM Sametime
client becomes the portal by which your
entire organization can collaborate to
efficiently serve customers.
There are three key ways that Genesys UC
Connect for IBM Sametime can help
improve your customer service:
1) Front and Back Office Integration
Training agents to be experts is time-
consuming and expensive. But by including
back office resources in the customer service
operation, you can reduce costs, dramati-
cally shorten call times, and increase first
contact resolution – because customers
won’t be left on hold by agents who take up
valuable time while pouring over material
in the knowledge base.
Business Solution Brief: Genesys UC Connect for IBM Sametime | page 2
HIGHLIGHTS
Real-Time Enterprise
Collaboration for Customer
Service
• Include resources outside
the contact center into the
customer service operation,
such as:
• Back office workers
• Field sales
• Branch office and retail
outlet workers
• Benefit from best practices
developed by Genesys
to protect enterprise
knowledge worker
productivity
• Increase efficiencies with a
broader, more skilled labor
pool
• Increase customer
satisfaction and retention
by making the best resource
available to fulfill customer
requests
• Realize a return on your
Unified Communications
investment

2) Support of Branch Offices and Retail Outlets
Many businesses have trained customer service employees at
locations where they can interact face-to-face with customers.
The peak busy periods for these employees is different than
those within the contact center. By linking UC to your
customer service operation, a very dynamic and widely
dispersed customer care force becomes available to the remote
customer service operation.
For example, at banks and insurance companies, branch
employees represent a highly skilled pool of resources who are
trained to interface directly with customers. With Genesys UC
Connect for IBM Sametime, branch office workers who are
logged in to the IBM Sametime client become available
on-demand, or become overflow agents who are ready to
handle incoming interactions when contact center traffic spikes.
In both cases, calls can be overflowed from the standard contact
queue directly to branch office workers based on their IBM
Sametime presence.
3) Empowering Field Sales
The intelligent handling of accounts and leads can have an
immediate impact on the bottom line of any business. By
linking lead generation in contact centers to sales resources
outside the contact center, you can use specific product or
service knowledge, or transfer customer contacts seamlessly to
those in the field.
Unified Communications and the Contact
Center: The Promise and the Problem
Genesys UC Connect for IBM Sametime allows knowledge
workers from diverse back office departments to be melded
directly into the contact center workflow on a part-time basis
without formally becoming customer service agents. This allows
for a direct connection between the customer and the enterprise
UC user, providing live customer service even when traffic spikes
cause contact center resources to be overwhelmed.
Genesys UC Connect for IBM Sametime incorporates a variety
of best practices to reduce excessive interruptions across the
enterprise. Leveraging Genesys routing ensures resources are
used uniformly and consistently.
Business Solution Brief: Genesys UC Connect for IBM Sametime | page 3
Figure 1: Interaction Previews show relevant customer and interaction
details within the UC Client

Business Solution Brief: Genesys UC Connect for IBM Sametime | page 4
Figure 2: Agents see groups of expert skill sets rather than
individual names.
Using Process to Protect your Most Valuable
Resources
Genesys UC Connect for IBM Sametime “subscribes” to presence
provided by IBM Sametime to determine the availability or location of
experts,and back office and branch office workers. Rather than displaying
available enterprise resources to contact center agents by name, Genesys
software abstracts these resources’ identities into skill sets. This prevents
agents from becoming dependent on particular experts. Genesys routing
can then forward inquiries, along with pertinent “attached data/call
context,” to available experts based on business rules. The use of routing
logic ensures that inclusion of highly paid information workers into the
customer service operation is both effective and sustainable.

Genesys UC Connect for IBM Sametime also
integrates with an interaction preview and
auction mechanism that sends an interaction
preview to all resources in a skill pool that are
currently “Available” given their IBM Sametime
presence, and renders this preview within the
IBM Sametime client. The voice or IM
interaction itself is forwarded only when a
worker clicks “Accept.”This ensures workers are
available in real time, without requiring manual
updates to their IBM Sametime presence each
time they step away from the computer or are
busy working on important tasks.
Another way Genesys UC Connect for IBM
Sametime can help enterprise workers is to limit
the workload on any individual expert or to build
a rotating schedule for routing interactions among
an expert pool. Such steps can guard against
enterprise workers setting their display status as
“Busy” or “Away” to avoid interruptions, which
would negate the value of presence altogether.
Giving Knowledge Workers the
Capabilities to Get the Job Done
Using the expertise of back and branch office
workers can greatly improve customer service
operations. Genesys UC Connect for IBM
Sametime not only provides a way for agents to
consult with experts, but incorporates enough
functionality into the IBM Sametime client to
allow users to field, service, and track interactions
from end to end.
Once back and branch office workers have the
capability to fully service a difficult customer
issue, Genesys UC Connect for IBM Sametime
enables and supports their ability to transfer the
customer — and any remaining activities that
don’t require the expert — back to the contact
center, allowing workers to execute more
standard tasks. Users can select the contact
Business Solution Brief: Genesys UC Connect for IBM Sametime | page 5
center queue best suited to the customer’s next task by
choosing from a list that shows the approximate wait
time for each queue. This gives the expert and
customer enough information to decide on the best
course of action for the customer — accept the
transfer, schedule a call back, or call back later —
which provides them with an exceptional level of
service, even though they have left the contact center.
Finally, Genesys UC Connect for IBM Sametime
provides standard Genesys reporting on all interactions,
even those that leave the contact center entirely and
are fielded solely by IBM Sametime users. Reporting,
case tracking and the ability to forward calls back
into the contact center mean that back and branch
office workers can accept full transfers from agents,
rather than requiring an agent to stay on the line.
This level of functionality also allows interactions to
be forwarded to IBM Sametime users outside the
contact center directly from the Interactive Voice
Response (IVR), rather than from agents alone.
Through this integration, Genesys UC Connect for
IBM Sametime is the only solution that uses your
IBM Sametime investment to dynamically expand
your customer service resource pool to respond to
unanticipated or seasonal traffic spikes, without
having to hire additional personnel or outsourcers.
The Bottom Line
Genesys UC Connect for IBM Sametime enables
contact centers to leverage universal employee access —
the ability to extend the resource pool to encompass any
agent or expert — to enable branch employees, back
office employees, and expert agents, regardless of their
location, to efficiently manage their time and resources.
The result is that they gain greater control of their ability
to assist with customer service, and improve first-call
resolution rates.

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Genesys software solutions from Alcatel-Lucent
manage customer interactions over phone, Web
and mobile devices. The Genesys software suite
handles customer conversations across multiple
channels and resources— self-service, assisted-
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customer requests and optimizing customer care
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Business Solution Brief: Genesys UC Connect for IBM Sametime | page 6
Features
> Expands the available pool of
potential agents to make your
customer service operation more
dynamic.
> Works with almost any
infrastructure; separates
infrastructure objectives from
customer service objectives.
> Leverages back office workers during
customer contact spikes.
> Leverages expertise in the
enterprise to provide domain level
expertise to customers.
> Links the customer service strategy
to UC clients.
Benefits
> Saves on agent staffing in the
contact center by utilizing resources
outside the contact center to handle
increases in customer demand.
> Optimizes your customer service
operation today without requiring
you to replace infrastructure before
its fully depreciated.
> Better handles traffic increases for
faster issue resolution and improved
customer satisfaction.
> Saves agent training costs and
helps to ensure excellent customer
service.
> Enables the use of the whole
enterprise in the customer service
operation — which improves cost
savings by eliminating the need
to staff contact center agents to
handle possible spikes in customer
contact volume.
About Genesys Professional Services
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consulting and industry experience, unsurpassed software solution planning and training,
proven implementation strategies, and experienced project management.We offer a wide
variety of packaged and custom-tailored development solutions to provide an implementa-
tion strategy that meets specific client requirements.
To learn more about IBM UC and collaboration, please contact your IBM represen-
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