What are the 5 critical capabilities to look for in a Customer Experience platform? This eBook looks at each one so that you can provide the personalized service that your customers expect.

1. Not all Customer Experience
Platforms are Created Equal
eBook

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CONTENTS
Part I From Call Centers to Contact Centers to
Omnichannel Engagement Centers
Part II Five Capabilities to Look for in a Customer
Experience Platform
1 Proven Customer Experience Leader
2 Single, Workforce-Aware Platform for Work
Distribution and Optimization
3 Omnichannel Journey Management to
Deliver Exceptional Customer Experience
4 SLA Adherence Across all Engagement
Channels
5 Flexibility to Support Cloud, On-Premises,
and Hybrid Deployments to Meet Your
Unique Requirements
Part III Take Your Customer Experience to the Next Level

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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
FROM CALL CENTERS TO CONTACT CENTERS TO
OMNICHANNEL ENGAGEMENT CENTERS
Most contact center solutions today deploy siloed interaction
channels (for example, voice, chat, email, web, mobile, and
social) in which each customer interaction is typically managed
in isolation. This fragmented approach to customer engagement
commonly results in customer frustration and high effort, missed
sales opportunities, and reduced operational efficiency.
With digital transformation and customer demands evolving
rapidly, choosing the right technology to design and
orchestrate your customer engagement is key to delivering on
customer expectations while addressing your company needs.
Your customers want to minimize duplication of effort and
eliminate conflicting messaging and communication. Your goal
of delivering a contact center infrastructure (CCI) that keeps
them from shopping elsewhere for a better option involves
finding a customer experience platform that is head and
shoulders above the rest.
An effective customer experience (CX) platform must be
proven and workforce-aware. It must also support omnichannel
journey management to deliver exceptional customer
experience; provide service level agreement (SLA) adherence
across all engagement channels (voice and digital); and provide
enough flexibility to support cloud, on-premises, and hybrid
deployments to meet your unique requirements.
Gartner recommends that IT and
business leaders “choose multichannel
software suites when selecting contact
center solutions and since most
vendors also have some workforce
optimization capabilities, consider
incorporating these as part of your
contact center suite.” In addition “plan
for tighter integration of CCIs with
customer self-service, for a stronger
customer engagement experience.”
“Critical Capabilities for Contact Center Infrastructure,
Worldwide,” Gartner, 2016.

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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
FIVE CAPABILITIES TO LOOK FOR IN A CUSTOMER
EXPERIENCE PLATFORM
CUSTOMER EXPECTATIONS
»» Personalized 1-to-1 Experience
»» Touchpoint and Channel Options
»» Ongoing Proactive Communications
»» Effective Self-Service Options
»» Capable and Informed Agents
»» Low Effort
»» Easy Sign-On and Authentication
»» Detection of All Activities
COMPANY NEEDS
»» Improved Sales
»» Employee Satisfaction
»» SLA Adherence
»» Self-Service Containment
»» Minimal Churn
»» Lowest Operating Cost
»» Insight into Customer Activity
»» Security and Privacy
»» Consistent Service across Channels
In this eBook, we’re diving deeper into five critical capabilities you’ll need in your customer experience platform to take your
customers to the next level of customer engagement.

5. Join the conversationwww.genesys.com
RESULTSCX PLATFORM CAPABILITIESOVERVIEW
*Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, May
19, 2016 (formerly listed as Alcatel-Lucent). Gartner does not endorse any
vendor, product or service depicted in its research publications, and does not
advise technology users to select only those vendors with the highest ratings
or other designation. Gartner research publications consist of the opinions of
Gartner’s research organization and should not be construed as statements
of fact. Gartner disclaims all warranties, expressed or implied, with respect
to this research, including any warranties of merchantability or fitness for a
particular purpose.
#1: A PROVEN CUSTOMER
EXPERIENCE LEADER
Genesys – A Leader in Gartner MQ for Contact Center
Infrastructure, Worldwide*, Eight Years in a Row
Customer experience is critical to your organization. When
selecting your platform for customer engagement, choose a
partner with a proven track record, a strong vision, and the
scale and expertise to partner with your organization to add
value at every step.
Genesys has been a leader in the “Gartner Magic Quadrant
for Contact Center Infrastructure, Worldwide” for eight years
running; further, we believe we demonstrate the most complete
vision to help your organization deliver on your business goals.
Why does this matter? You need a CX platform that can deliver
and a partner that has a vision for the art of the possible.

6. Branch Office
Self-Service
Inbound
Outbound
Front Office
Back Office
The Web
Mobile App
WORK
DISTRIBUTION
AS
SESS
DISTRIBUT
E
ADAPT
EVALUATE
RECEIVE
WORK
OPTIMIZATION
PLAN TRAIN
EVALUATE
ADAPT
DISTRIBUTE
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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
#2: SINGLE, WORKFORCE-
AWARE PLATFORM FOR WORK
DISTRIBUTION AND OPTIMIZATION
Look for a continuous workforce optimization solution that is
seamlessly integrated with routing capabilities, enabling you to
obtain both staff management capabilities and your CCI from
one vendor.
With more organizations managing a remote and virtual
workforce, the need for strong workforce optimization
capabilities has never been greater. They will enable you to
effectively manage your workforce across all channels, support
flexible working hours, remote/virtual agents, and the need to
scale your staff up and down dynamically as needed.
A workforce-aware CX platform will:
• Reduce over and understaffing
• Increase influence on schedule
• Guard quality and compliance
• Improve quality management process efficiency
• Provide better use of training budget
• Find “root cause” to improve business processes
• Reduce operational overhead
Gartner’s May 2016 report, Critical Capabilities for Contact Center
Infrastructure, Worldwide, added workforce optimization “as a
capability since it is becoming increasingly important that this
feature set is provided by contact center infrastructure providers.”

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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
#3: OMNICHANNEL JOURNEY MANAGEMENT TO DELIVER EXCEPTIONAL
CUSTOMER EXPERIENCE
Companies focused on the end-to-end journey perform better.
Delivering exceptional customer service can be a competitive
game changer. Getting to exceptional, however, requires
supporting personalized customer journeys consistently
across each and every touchpoint, whether self-directed or
with an agent.
This paradigm shift to omnichannel (where personalized
service is consistently delivered across all channels) is driving
a refresh of customer engagement solutions within the contact
center and also across the enterprise—including marketing,
sales, and service.
Choose a platform that can take you beyond random
interactions to defined, orchestrated journeys, while supporting
the eventual shift from single-channel, single-department
solutions to an enterprise-wide customer engagement solution.
While the transition for most companies will naturally be
phased, many key elements are readily achievable today,
from ensuring that transitions from self- to assisted service
are seamless, to empowering agents with full visibility of
the customer’s journey history, to supporting multimodal
interactions to reduce customer effort. Genesys can help guide
this journey and take the randomness out of it.
www
Website Mobile App Contact Center Back Office Branch
Purchase Journey
Onboarding Journey
Account Change Journey
Problem Resolution Journey
Renewal and Repurchase Journey

8. Customer Interactions
Agile Business Rules
Continuous Reprioritization
Employee Skills & State
Real-Time Dashboard
Historical Performance
Forecasting & Scheduling
Skill A
Skill B
Skill C
Insurance
Claim
CRM and Workflow Queues
www
www
Sales Lead Billing
Question
Activation
Order
Support
Ticket
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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
#4: SLA ADHERENCE ACROSS ALL ENGAGEMENT CHANNELS
SLAs are important because they may be contractual
agreements, and they may have regulatory compliance
requirements or even trigger financial penalties if not met.
A single universal queue is a foundational capability for
consistently managing SLAs across all channels—digital, voice,
and in-store or branch.
Look for a CX platform that provides a single queue that is
continuously reprioritized via agile business rules to ensure that
your workforce is utilized optimally, working on the right task at
the right time, and managing SLA adherence across your work
inventory. Along with the ability to forecast and schedule the
workload across all channels and work items, your organization
will benefit from real-time dashboards and insight in historical
performance.

9. Genesys
Carrier
Customer Premises
Pure Cloud Hybrid Cloud
Local Telephony On-Premises
Genesys Genesys
Carrier Carrier
Customer Premises Customer Premises
Genesys
Customer Premises
Genesys
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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
#5: FLEXIBILITY TO SUPPORT CLOUD,
ON-PREMISES, AND HYBRID
DEPLOYMENTS TO MEET YOUR
UNIQUE REQUIREMENTS
When it’s time to deploy your contact center solution or extend
its capabilities to deliver effortless omnichannel CX, choose a
vendor that can tailor the implementation to best address your
technical, operational, economic, and regulatory requirements.
Given that these requirements will evolve and expand over
time as your business grows, look for a proven solution with
deployment options across the spectrum from pure cloud to fully
on-premises that can scale flexibly to grow with your needs.
With a cloud deployment, the contact center services are
entirely located in the cloud, allowing you to deliver secure
and scalable best-in-class CX without any infrastructure or
compliance responsibilities on your company’s IT department.
With hybrid, the contact center services are optimally
distributed between your site and the cloud, allowing for
powerful integration options. As a direct extension of your
existing contact center applications, the hybrid approach
extends an on-premises solution to add new channels into
the cloud, scale on-demand to meet seasonal needs, or
supplement your on-premises functionality with new services
like speech and text analytics.

10. 158% 30% 50% 12.5%
ROI over 5 years Improvement in eCommerce
conversions
Reduction in customer
abandonment
Improvement in agent
handle time
*The Total Economic Impact™ Of The Genesys Omnichannel Engagement Center Solution, a commissioned study conducted by Forrester Consulting, February 2016
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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
TAKE YOUR CUSTOMER EXPERIENCE
TO THE NEXT LEVEL
Whether your goal is to modernize your contact center, increase workforce quality and efficiency, or drive better customer
experiences, Genesys offers an open and scalable omnichannel platform that fits efficiently into your existing infrastructure and
reduces total cost of ownership.
The economic impact of the Genesys Customer Experience Platform was evaluated in the Forrester Total Economic Impact™
study*, a multi-company cost savings and business value analysis. According to the study, enterprises using the Genesys CX
Platform achieve...
$20M+
Reduction in infrastructure and operational cost
$1M+
In increased sales through improved conversion rates both
online and with voice agent calls

11. Watch the 5 Minute Video:
Genesys Omnichannel
Engagement Center
Calculate your omnichannel
engagement ROI in 5 minutes
Request a demo of
the Genesys Customer
Experience Platform
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RESULTSCX PLATFORM CAPABILITIESOVERVIEW
Does your contact center have
what it takes to deliver great CX?

12. Website: www.genesys.com Contact Us: 1-888-GENESYS
Genesys, the world’s #1 Customer Experience Platform, empowers companies to
create exceptional omnichannel experiences, journeys and relationships. For over
25 years, we have put the customer at the centre of all we do, and we passionately
believe that great customer engagement drives great business outcomes. Genesys
is trusted by over 4,700 customers in 120 countries, to orchestrate over 25 billion
contact centre interactions per year in the cloud and on premises.
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