For companies researching WFO solutions, leveraging an incumbent CCI vendor is often a “1 + 1 = 3”, meaning while individual solutions are great, an interconnected environment from a single vendor is better. Explore this slideshare and learn the key synergies of sourcing your contact center infrastructure (CCI) and workforce optimization (WFO) capabilities from a single vendor. Once you have done that, download this pdf and see the 10 Reasons Why the Genesys Customer Experience Platform is the Right Choice for Your Contact Center http://gsys.co/VGKLr

1. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
1
www.genesys.com
Six
Synergy
Truths
When
Sourcing
WFO
&
CCI
From
One
Vendor
• eBook

2. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
2
www.genesys.com
Think
back
to
10
years
ago.
Or
even
just
five.
The
landscape
of
how
customers
interact
within
and
around
the
contact
center
market
is
astoundingly
dynamic,
with
liIle
sign
of
slowing
down.
There
are
a
variety
of
ways
for
companies
to
remain
proac5ve
and
vigilant
in
order
to
maintain
streamlined
processes
to
increase
quality,
compliance,
and
the
customer
experience.
However,
this
was
not
considered
the
easiest
to
manage
or
the
most-­‐budget
friendly
approach—
un5l
now.
Today,
there
is
a
no5ceable
push
and
measurable
benefit
for
tradi5onally
siloed
markets
to
align
in
order
to
provide
greater
business
value
and
an
elevated
level
of
customer
engagement,
whether
through
social
channels,
chat,
text
or
voice
calls.

3. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
3
www.genesys.com
In
a
recent
Gartner
report,
Selec5ng
a
Workforce
Op=miza=on
Solu=on
in
a
Market
Driven
by
Contact
Center
Infrastructure,
WFO
capabili5es
were
assessed
from
an
array
of
CCI
vendors,
in
addi5on
to
cross-­‐referencing
other
technologies
as
a
bundled
solu5on.
This
report
affirms
the
tangible
changes
in
the
contact
center
environment
and
stresses
the
inevitable
overlap
between
the
previously
independent
contact
center
infrastructure
(CCI)
market
and
the
contact
center
workforce
op5miza5on
(WFO)
market.
For
companies
researching
WFO
solu5ons,
leveraging
an
incumbent
CCI
vendor
is
oXen
a
“1
+
1
=
3”,
meaning
while
individual
solu5ons
are
great,
an
interconnected
environment
from
a
single
vendor
is
beIer.
This
eBook
will
discuss
six
key
synergies
of
sourcing
your
contact
center
infrastructure
and
workforce
op5miza5on
capabili5es
from
a
single
vendor.

4. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
4
www.genesys.com
Reason
#1:
Keep
IT
Happy
with
Business
Con=nuity
• With
so
many
new
technologies
and
custom
API/integra5on
coding,
mul5-­‐pla_orm
adop5on
and
deployment
can
quickly
become
an
IT
department’s
biggest
nightmare.
Hardware,
soXware,
user
and
network
security
and
preventa5ve
maintenance
on
a
mul5ple
pla_orms
is
costly,
from
both
a
monetary
and
resource
perspec5ve.
A
CCI/WFO
integrated
solu5on
provides
the
ability
to
considerably
reduce
this
vola5le
risk.
• A
single
pla_orm
to
support
front
office,
back
office
and
an
automated
workflow
capability
increases
ease
of
management
and
business
con5nuity.

5. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
5
www.genesys.com
Reason
#2:
Reduce
Total
Cost
of
Ownership
(TCO)
Building
upon
reducing
the
vendor
por_olio
for
management
and
business
con5nuity,
a
single
CCI
vendor
to
addi5onally
support
WFO
will
have
an
advantageous
impact
on
cost—whether
that
is
a
bundled
ini5al
purchase
price
or
reoccurring
support
packages.
A
large
factor
in
cost
of
ownership
is
the
risk
and
work
associated
with
upgrading
one
of
the
two
components.
Regression
tes5ng
and
fixing
the
integra5on
points
can
consume
large
chunks
of
5me
(and
thus
money)
to
ensure
the
solu5on
s5ll
works
as
it
did
before
the
upgrade.
Gartner
discovered
that
organiza5ons
can
reduce
their
TCO
by
as
much
as
15%
through
a
hardware
support
plan
when
working
with
a
bundled
CCI
and
WFO
solu5on
from
a
single
vendor.

6. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
6
www.genesys.com
It
would
be
safe
to
say
that
no
company
has
a
desire
to
limit
growth.
The
best
way
to
prime
for
business
prosperity
is
scalability
and
flexibility
in
as
many
applica5ons
and
pla_orms
as
possible.
Gartner
indicated
a
common
integra5on
block
for
companies
is
with
workforce
management
(WFM)
and
quality
management
pla_orms
in
order
to
capture
all
mul5-­‐
channel
customer
integra5ons.
Whether
the
need
to
record
customer
interac5ons
is
for
quality,
task
rou5ng,
coaching
or
compliance,
mul5ple
pla_orms
create
costly
fric5on
and
frustra5on
for
required
upgrades
and
resource
virtualiza5on.
This
can
even
be
experienced
with
vendors
leveraging
partner
technologies—there
is
s5ll
a
middle
man
to
coordinate
and,
of
course,
to
pay.
Removing
as
much
unnecessary
“corporate
weight”
as
possible
by
choosing
a
single,
scalable
and
direct-­‐sourcing
vendor
will
keep
your
company
agile
and
primed
for
con5nued
growth.
Reason
#3:
Be
Agile
and
Primed
for
Con=nued
Business
Growth

7. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
7
www.genesys.com
Reason
#4:
BeUer
Manage
Virtualized
Resources
The
majority
of
contact
center
managers
is
moving
towards
resource
virtualiza5on,
meaning
there
are
no
longer
dedicated
employees
for
just
front
office
(FO)
or
back
office
(BO)
work,
but
rather
a
blend
of
work
among
versa5le
workers.
Driven
by
incoming
interac5on
volumes—which
arrive
con5nuously
to
the
company
via
different
communica5on
channels—work
can
be
con5nuously,
strategically
and
automa5cally
allocated
to
either
FO
or
BO
workers.
More
than
ever,
“con5nuously"
equates
to
24/7
due
to
high
value
customers
requiring
non-­‐stop
service
delivery
and
uninterrupted
support.
Today’s
fully
virtualized
contact
center
has
no
unit
boundaries,
which
puts
significant
strain
on
any
exis5ng
environments
with
a
FO-­‐BO
split,
affec5ng
not
only
customer
experience,
but
repor5ng
and
ul5mately
the
boIom
line.
Like
with
any
change,
resource
virtualiza5on
can
seem
daun5ng
at
first,
but
deploying
a
proven
con5nuous
WFO
solu5on
will
thwart
historically
painful
alignments
between
the
FO
and
BO
for
a
seamless
and
enjoyable
customer
experience.

8. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
8
www.genesys.com
Reason
#5:
Gain
Analy=cs-­‐Driven
Workflows
and
Schedule-­‐Based
Rou=ng
When
exploring
WFO
solu5ons
from
CCI
vendors,
speech
and
text
analy5cs
is
a
cri5cal
discussion.
Compliance
regula5ons,
quality
management,
and
agent
coaching
are
some
high-­‐profile
examples
of
the
need
for
a
robust
and
scalable
speech
and
text
analy5cs
solu5on
to
record
and
analyze
100%
of
mul5-­‐channel
interac5ons.
Choosing
a
WFO
solu5on
with
an
industry-­‐leading
speech-­‐to-­‐phrase
detec5on
rate
allows
for
auto-­‐triggered
workflows
and
ac5onable
analy5cs
of
what
is
accelera5ng
your
business
processes
and
improving
customer
experience.
A
single
vendor
strategy
for
both
CCI
and
WFO
opens
up
a
revolu5onary
way
of
rou5ng
mul5
channel
interac5ons
and
work
items
to
your
employees.
Unlike
solu5ons
developed
in
silos,
an
integrated
solu5on
can
consult
the
schedule
for
each
rou5ng
decision.
It
means
employees
receive
interac5ons
they
are
scheduled
for
and
breaks
and
shiX
ends
are
respected.
Also
the
opera5ons
team
is
in
firm
control
when
intraday
changes
need
to
be
made.
When
the
opera5ons
team
assigns
an
employee
to
a
new
ac5vity
in
the
schedule,
the
rou5ng
engine
will
ensure
these
interac5ons
are
now
routed
accordingly.

9. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
9
www.genesys.com
Reason
#6:
Deliver
a
Consistent
Customer
Experience
Across
All
Communica=on
Channels
Consumers
are
adop5ng
new
communica5on
channels
at
a
mid-­‐
blowing
pace.
According
to
research
from
Ovum,
74%
of
consumers
use
three
or
more
channels
to
get
their
ques5on
answered
or
their
problem
solved.
This
consumer
trend,
driven
by
the
mobile
device
explosion
and
changing
consumer
behavior,
can
greatly
complicate
service
delivery.
In
order
to
deliver
a
consistent
experience
to
the
customer
and
deliver
on
internal
quality
and
service
level
objec5ves,
selec5ng
a
solu5on
that
is
designed
with
mul5-­‐channel
and
back
office
work
item
capabili5es
from
the
ground
up,
eliminates
a
number
of
boIlenecks
immediately.
When
both
the
CCI
and
WFO
solu5on
use
“common
services,”
such
as
a
single
administra5on
for
users
and
skills,
and
source
their
metadata
and
sta5s5cs
for
rou5ng,
forecas5ng,
scheduling
and
coaching,
a
lot
of
integra5on
headaches
are
avoided.
The
opera5ons
team
can
focus
on
their
primary
responsibili5es
instead
of
constantly
making
manual
configura5on
changes
across
mul5ple
solu5ons
and
scraping
and
massaging
data
from
mul5ple
source
systems.

10. ©
2014,
Genesys
Telecommunica5ons
Laboratories,
Inc.
All
rights
reserved.
10
www.genesys.com
Genesys
is
a
leading
provider
of
mul5-­‐channel
customer
experience
and
contact
center
solu5ons.
With
over
3,500
customers
in
80
countries,
Genesys
orchestrates
more
than
100
million
customer
interac5ons
every
day
across
the
contact
center
and
back
office.
Genesys
helps
customers
power
op5mal
customer
experiences
that
deliver
consistent,
seamless
and
personalized
experiences
across
all
touchpoints,
channels
and
interac5ons.
Conclusion
The
days
where
Contact
Center
Infrastructure
and
Workforce
Op5miza5on
solu5ons
are
evaluated,
purchased
and
used
independently
are
slowly
but
surely
coming
to
an
end.
There
are
tangible
benefits
to
sourcing
WFO
and
CCI
from
one
vendor,
such
as
lowering
cost
of
ownership,
reducing
integra5on
risk,
increasing
business
con5nuity
and
reducing
manual
work.
For
the
contact
center
opera5ons
team,
a
decision
to
integrate
and
automate
processes
significantly
affects
the
ability
to
deliver
consistent
and
great
customer
experiences.