Intro, Why Genesys, Stories Flashcards
Why Genesys?
You can give every customer exactly the experience they want every time.
Your agents meet them…. on any channel… fully equipped to provide the best. experience. possible.
Your leaders will engage and guide your agents to grow BEYOND the status quo.
Your customers will feel the impact of a deeper, and more empathetic, [long pause] experience.
Alight Solutions Story: Illustrates cost savings & vendor consolidation
A customer with an on premise solution was managing more than 10 tangled systems
They came in needing a complete overhaul versus a typical lift and shift.
The business was able to retire their legacy systems saving 40% in IT and partner costs.
The consolidated systems also enabled faster onboarding for, improved uptime and call quality as well as a a more resilient contact center.
Intro
Glad we could find the time
*I have 20 minutes down, does that still work for the room?
* I got some basic info was from Tom after your demo request
* I will be your main point of contact going forward
* Typically I’d have Bruce my solutions consultant on the call
○ but hes traveling
* If we decide to move forward he’ll be joining us
The goal of this conversation is to:
* get an idea of your current environment
* the goals you’re looking to achieve
IF we think it’s a good fit we can discuss next steps
which typically looks like a tailored demo based on this call
Closing Statement
- Okay were coming up on time
- The next steps would be to show a live demo with Bruce
- He will show how you can address these gaps in agent experience and supervisor insight
- What time works for you later next week
- Send invite on the call.
- Confirm you’ve received
Okay nice chatting. Y’all have a good week. Talk soon.
University: Illustrates CSAT, Call waiting, AHT
The customer was on premise and suffered from outages, poor integrations, and key QA measures.
Their goal was to simultaneously improve and simplify the day to day operations in the contact center.
After implementation they saw a 14% increase in customer satisfaction 36% decrease in call waiting time and an 8% decrease in AHT.
Competitive
Knockout Talkdesk
Yeah, I actually am familiar with Talkdesk they position themselves as a simple and easy option in the marketplace and are pretty popular in the SMB segment.
Talkdesk demos well, and they promote their attentive service.
But analysts and customers report, some delayed service response, technical issues and a lack of after sales support.
Which is why they are ranked quiet low in “ability to execute” segment of the latest Gartner Ccaas report.
Whereas Genesys leads cCaas for the eighth year in a row. And we have a broad network of partners to ensure a true white glove experience post investment.
We want to do everything in our power to make sure that you’re successful with your Genesys implementation.
Knockout Five9
Yes, I’m familiar with Five9.
The thing about five nine is they are an amalgamation of m&a products resulting in an experience that feels dated and bolted together.
in 2013 they acquired SoCo care to add chat, email, and social features which still aren’t seemslessy integrated into the platform
what we deliver is a seamless user experience out of the box, with more robust capabilities equipping you to provide customers the best experience possible
Knockout Nice
Nice is fine. but ultimately they lack the ability to execute. They promise true omnichannel but fall short on delivery.
An ex customer and current Genesys client repeatdly used the word “clunky” to describe them.
To make matters worse the contact center leaders described the service experiance as very time intensive.
So much so that they felt it was taking away their time from effectively focusing on the customer experience.
Implamentation time?
- 2 to 3 months
- 4 to 6 months
depends on the complexity of implementation
