Exciting times appear to be ahead. Over the last 4 months or so my team has been very busy delivering on customer projects to bring Genesys Social-Engagement into the enterprise Call Center. Change that; into the enterprise Contact Center!

Social Engagement as a strategy for the Enterprise makes a lot of sense for many reasons. Now we see our customers begin the process of moving Social Engagement from the control of the Marketing Department into the operational front-line in the Contact Center.

That process too, though, adds more questions for the Enterprise. Should I segregate my agent pools and teams so that the large proportion stay on the original inbound voice channel, answering telephone calls? Should I create new agent teams that are trained specifically in written communications rather than verbal communication skills? If I create a team of agents that are now familiar with a text based interaction method (Facebook and Twitter in the Contact Center for example) then it is an easy step, is it not, to add other textual channels to their tasking too? Channels of Communication with Customers like SMS, eMail, Web-Chat and Instant Messaging?

With these questions Anana spends a lot of time thinking about the impact of this sudden and rather remarkable swing of interest from inbound (and outbound) voice in the Contact Centre to one of “Blending” across channels and interactions.  One of our most recent technical additions has been a mobile framework that brings the power of Genesys as a solution itself to the Customer! How can the customer themselves become part of the Customer Services paradigm?  How may Anana effectively explore this new “Voice of the Customer”?  What meaningful ways could be explore that help our customers and clients begin the process of thinking about Customer Enablement?  How can we also reduce the Customers actual (and perceived) effort score (Customer Effort Score) in reaching out to their contact center?

An excellent vehicle to explore these questions has been the creation of a series of ATOMIC and COMPOSITE web services that act as a bridge between any HTTP enabled device and the software that powers the call center itself from Genesys Labs.  When I think of any HTTP enabled device, in our current modern context that could be as simple as a smartphone, an Internet Ready TV, a Sony Playstation, or even in the case of some manufacturers In Car Entertainment (ICE) systems.  We started with the obvious paradigm; the smart mobile phone. As telephones are still the prevailing method to access Customer Care Services that are multi-channel ready the smart-phone is a great place to begin exploring.  Smart Phones are everywhere!  This market includes other devices that aren’t typically associated with Telephony; like Tablets.

To help our clients and customers begin the process of understanding how to enable Customer Care over these types of devices we have built an iPhone application which runs on any HTTP enabled iOS (Apple) device; this includes iPhone3, the iPhone4 and iPad (even some versions of iPODs). This application is an ALPHA (brand new initial exploration) and only just begins to scratch the surface of customer care solutions on smarter devices. Please see my earlier post on this subject for the technical details.

What are the details of this first iPhone customer services application for Genesys?

For all pictures in the post; please click on the picture and it will open full size for easier viewing. The application sits resident on the device itself and is started by touching the associated icon. In the picture on the left of your screen this is the ABC Company application logo. Prior to first use of the application the customer would configure their own Customer Services account details in the iOS settings application; declaring their name, contact details and associated customer record number.

Once the customer has opened the application we immediately publish ALERTS for them that have been generated by their activity with the Enterprise. If they have orders open and the status of those orders has changed we can show them here for example. We also show a list of any open ‘interactions’ and their status.  We also list any customer requested callbacks that are pending so that they don’t forget the callbacks that they have already requested.  From this simple home screen we would obviously have enormous opportunity to offer cross-sell and up-sell, advertising etc for and on behalf of the enterprise. If we know what products and services the Customer has purchased in the past; and there’s a better offer on the table then we can show them here. Indeed, the very nature of these types of smart-phone applications makes it incredibly easy to solicit location information, and presence information.  There is absolutely no reason why the consumer wouldn’t have this application open by default if it was adding significant value to the progress of their day (in any form!).  This presence can be reflected back into customer operations in cool ways; for example; If we know how many Customer Services Representatives are currently available AND we know how many customers are currently logged in to the Customer Services Application then we can take this information to use our excess CSR pool to do outbound call campaigns to subscribers that are ALREADY known to be available.  This could even be geo-fenced into “Add subscriber to the campaign if they are within X metres of one of our retail outlets”….and then target them with GEOFENCED offers when they break this border.  An obvious example is an airline customer on the loyalty scheme that happens to be within 2 miles of the airport. Back office systems confirm they are booked in for a flight that leaves in an hour and a half; so why not offer immediate concierge based curbside check-in?

From this home screen the Customer has fast access to common Customer Services functions.  They can view their HISTORY for example.  The interaction histories are interesting to me for one very profound reason. As a consumer, when I have to phone in, or email into a Contact Center I feel an overwhelming burden of ‘effort’ due to the fact that I have to verbally reiterate the entire reason set for calling in; specifically so when following up on an existing customer services activity. Knowing that my interaction history is clearly understood relieves me of this assumed requirement. Publication of the interaction history for the customer also shows a full commitment to transparency and a 360 degree view of the customer ‘journey’.  Telephony (inbound voice) call centres have typically focussed on First Call Resolution (FCR); often in defiance of the actual ability to resolve the issue in one swoop of the agent script. With the Genesys solution we focus more on managing an interaction, that itself forms part of a dialogue or in other words as part of the overall “conversation”. This reduces the relevance of first call resolution, and puts more focus on the actual current need cited by the consumer and relieves the CSR from the shackles and constraints of the published script.

From the Home Screen the consumer can also select to open a chat session. In keeping with the familiarity of SMS chat, web-based chat, instant messaging chat and other chat mechanisms the Chat function works exactly the same way. If the consumer starts a chat, we take this chat request, and target it to an underlying Genesys Strategy that will find an appropriate agent in the pool of current resources. The Customer Services Representative desktop uses the prevailing ‘out-of-the-box’ web-chat capability already shipping in the Genesys Agent Desktop and the Genesys Interaction Workspace.  The CSR see’s absolutely no differentiation between web initiated chat or a chat that starts from the iPhone application.

Once a chat is initiated the Customer can interact with Agent freely. The agent is able to send URL’s, and to dip in and out of Content Analysis, FAQ and knowledgebase at the desktop level to offer immediate customer assistance that is timely, appropriate and accurate. <<USER ACTION>> is very much a work in progress. This is a placeholder in this alpha version of the application that will offer status updates, for example, Agent is Typing and notifications of other parties joining; “ABC Agent 1 has joined the chat”. These are useful updates to the consumer about who’s on the chat, who’s currently typing, and who’s been added to the conference, transfer to other agent updates; or the simple fact that the Agent has invited a subject matter expert to join in the chat (conference). It is also remarkably easy for the Customer Services Representative to nest other interactions whilst in a chat; for example, sending an email to the customer that is recorded as part of the chat interaction and have it reported on for full cross-channel transparency purposes.

What happens if the customer would like a call-back at some point later on? Using the call-back web-service we can add a callback request into the Genesys Customer Interaction Management Platform so that the callback request is targetted to an available Customer Services Representative at the requested time.  A customer may have hit a busy period in the call center. They may have remembered whilst in a meeting that they need to speak to the Call Center but right now is inconvenient or inappropriate. It may be convenient for that call to take place some hours later, say, on their way home from work in the commute.  Anana could even extend these callback bookings into ‘campaigns’ mapping agent availability, workforce management and the Genesys Dynamic Contact Center capability to only offer callback times that coincide with planned operational performance. There’s a lot that we can do with this I’m sure.

Summary

My view is that this is a great place to start a journey of exploration, discovery, learning and innovation around Mobility Enabled Customer Care. We have already showcased this application to our existing customers and all are extremely excited by it. We’ll maintain a keen and steady pace on improving the interface; do some more work on graphics, layout and functionality and continue exploring how we can use the Anana Atomic Services Bridge into Genesys technology in innovative ways.  We have already built out a series of use-case scenario’s to effectively demonstrate this application as part of the already extensive Anana Briefing Centre experience.

In continuation of the Video demonstrations in earlier posts on Twitter and Facebook integration into the Call Center we are pleased to present the next installment! This one focuses on Genesys eServices Web-Chat in association with the new Genesys Interaction Workspace (version 8.1). The video completely describes the Customer and the Customer Services Representative experience in the handling of a routine Web-Chat interaction.

For best results please maximise the Video for Full Screen. It has been recorded for HD output.  This video was recorded in the Anana Briefing Centre and was concluded as a single recording.  This is of course to exhibit the real-time performance expectations of the user-experience. It features web-chat as a primary interaction channel with secondary interactions in eMail and post-chat surveys (online and email). The video also features live-commentary, and detailed explanations of the interaction, graphical user experience and customer services options throughout.

Introduction

Today, we are looking at eServices Social Media and Social Engagement Interactions. This operational Customer Services Solution is deployed in the Anana Briefing Centre and is powered completely by Genesys Telecommunications Labs Customer Interaction Management Platform. This post features a detailed video walk through of Genesys 8.1 solution as integrated and demonstrated by Anana for the Facebook channel.

Some key notes about this demonstration

• The recording was filmed in real-time. Therefore latencies and interaction speeds have not been adapted, edited or ammended
• The Genesys Agent Desktop was connected remotely do the Genesys installation via a slow VPN connection; and is not representative of a typical Enterprise deployment
• All features and functions explored are standard and native Genesys 8.1, Out of the Box, without adaptation or change
• The is no narrative to the recording. Guidance is provided in text overlays. Please watch for them carefully
• Please start the video, and then select the fullscreen option for the best experience. Their is a lot of information in the interface, and you won’t see it if it remains thumbnailed. Also 720 HD version has been preselected for you for obvious reasons!
• If you like this video, and would like us to prepare more, then please let us know using the comments option at the bottom of this post
• The ABC Anana (Anana Briefing Centre) is configured to capture Facebook Interactions via the eServices Social Media Server using the default Genesys Routing and Engagement Strategy. It does require that consumers specifically target the Company Facebook Page account which you can find here. This is important because the demonstration clearly indicates that we have configured our solution to LISTEN to what is being said ABOUT US as well as what is said directly TO us.
• For those not yet familiar with the ABC_ANANA (ABC Company); it is a fictitious enterprise that we use in the Anana Briefing Centre as the modelled Contact Centre instance for demonstration and workshop purposes only. It is not a real company, whereas Anana Ltd is! Please do not approach the ABC Company seeking employment or to buy products or services! (You’ll be amazed!)
• The video assumes that the Enterprise has embraced a full Voice and eServices blended cross-channel communications strategy. Perhaps when you watch the video you will see why this makes sense

Now, please sit back, and enjoy the video of Genesys and Anana in action in Social Engagement with Customers via Facebook.

Introduction

In reaction to popular demand we’ve taken a few moments to record a walk-through demonstration that shows the Customer Services Representative and Customer Experience in an interaction conducted via Social Engagement. In this case, it is a Twitter interaction.  This operational Customer Services Solution is deployed in the Anana Briefing Centre and is powered completely by Genesys Telecommunications Labs Customer Interaction Management Platform.

Some key notes about this demonstration

• The recording was filmed in real-time. Therefore latencies and interaction speeds have not been adapted, edited or ammended
• The Genesys Agent Desktop was connected remotely do the Genesys installation via a slow VPN connection; and is not representative of a typical Enterprise deployment
• All features and functions explored are standard and native Genesys 8.1, Out of the Box, without adaptation or change with the exception of Klout Social Influence scoring which is a custom extension to the routing strategy created by Anana
• The is no narrative to the recording. Guidance is provided in text overlays. Please watch for them carefully
• Please start the video, and then select the fullscreen option for the best experience.  Their is a lot of information in the interface, and you won’t see it if it remains thumbnailed. Also 720 HD version has been preselected for you for obvious reasons!
• If you like this video, and would like us to prepare more, then please let us know using the comments option at the bottom of this post
• The ABC Anana (Anana Briefing Centre) is configured to capture Tweets via the eServices Social Media Server using specific search for abc_anana anywhere in a tweet. It does not require that consumers specifically target the Company Twitter account @abc_anana. This is important because the demonstration clearly indicates that we have configured our solution to LISTEN to what is being said ABOUT US as well as what is said directly TO us.
• For those not yet familiar with the ABC_ANANA (ABC Company); it is a fictitious enterprise that we use in the Anana Briefing Centre as the modelled Contact Centre instance for demonstration and workshop purposes only.  It is not a real company, whereas Anana Ltd is! Please do not approach the ABC Company seeking employment or to buy products or services! (You’ll be amazed!)
• The video assumes that the Enterprise has embraced a full Voice and eServices blended cross-channel communications strategy. Perhaps when you watch the video you will see why this makes sense

Now, please sit back, and enjoy the video of Genesys and Anana in action in Social Engagement with Customers via Twitter.

Using Social Influence to manipulate routing strategies?

We have been exploring the capabilities and business applicability of Genesys Social Engagement (GSE) for a while now in our Anana Briefing Centre.  For a recent demonstration and workshop we decided to extend the already impressive capabilities of GSE with our own extension, that allows the Genesys solution to dip into 3rd party SOCIAL INFLUENCE ecosystems as part of the business strategy.  To explore this theme a little, first of all a little background.

Backgrounder

As consumers embrace Social Media in all of its regional forms, for example, Facebook, Twitter or LinkedIn they develop ‘networks of relationships’ and connections.  A new user of these media will find themselves busy inviting friends, colleagues or even searching for people and organizations to associate with their account.  Over time, and assuming that they engage in social media relevantly the circle of INFLUENCE that they touch with their COMMENTARY grows.  If the user is a Celebrity they may actually have networks and connections that are very large in number within hours or days of first exposure!  But a pure measurement of the SIZE of their network only tells you a little about their INFLUENCE.  The nature of those connections is key!  The RELEVANCE and LIKELYHOOD of Amplification, LIKING, retweeting or COMMENTS about their social activity becomes the key.  In recent time, it has become popular SPORT for users of Social Media to WANT to measure their social reach.  You could for example on LinkedIn apply a tagline to your PROFILE highlighting your REACH by number of CONNECTIONS, e.g. Dave Tidwell (900+) and use that INFLUENCE to attract even further CONNECTIONS.  Several web services have surfaced that specialise in MINING the social-prowess of a user and prsenting the INFLUENCE in a meaningful way.  Two of these are KLOUT and PEERINDEX. (Please review them yourself and measure you own SOCIAL INFLUENCE! – that’s a great way to begin to understand the relevance of this information!)

Why does it matter?

Social Influence matters a LOT to Social Engagement tools and functions!  Why?  Because it is important to understand the PRIORITY of each user that you interact with.  Would you want to offend someone with 500,000 followers on Twitter and have them say something that assassinated your online character very quickly?  No, I didn’t think so!  The need to understand and relate to Social Influence has a direct BEARING on how you are likely to react to that person.  If they have limited social power, no connections and a weak network do you care so much if they say something negative about you?  No, you wouldn’t particularly care.  If they have a deep network, are socially RESPECTED with a wide coverage then you would be delighted if they said something positive about you!  Exactly the same paradigm affects the modern Enterprise.  So, Anana argues that it is important that if the Enterprise is engaged in Social Media activity, such as in our case with the deployment of Social Engagement within the confines of a call centre (or other customer services) it is absolutely vital that the member of staff interacting with a consumer in Social Media channels knows how IMPORTANT this consumer is from 2 key perspectives;

1. From the perspective of the Enterprise itself!
   How much does this consumer spend with us? What is their average revenue? Are they a VIP?
2. From the perspective of the Consumers world!
   How much ability does this consumer have to INFLUENCE? If they commented about your product or service how many people or organizations could be affected?

This is a key dilemna for the Enterprise!  Why?  Over time the Enterprise builds up an accurate picture to point (1) above through the consumers interactions and purchases.  Sometimes this is also achieved through BRACKETING or social DEMOGRAPHY.  But, let’s look at a typical use case.  You run a mobile telephone network.  You sell a phone to someone on a prepaid tariff.  To your Enterprise initially at least this is a LOW value transaction.  But what happens if that person has 1 Million Twitter followers?  According to your existing business logic this is a low priority account, and would be ROUTED by your Genesys platform in accordance with the defined strategy.  If the Genesys routing strategy was empowered to assess the SOCIAL INFLUENCE of this consumer you would probably decide to handle this customer very differently.  Why?  Because you specifically want this consumer to TWEET about your product and service in a POSITIVE light.  It’s really as simple as that!  Moreover, on the other hand, if someone casts a negative social commentary about your product with a HIGH SOCIAL INFLUENCE you want to offer a FAST resolution to their concern before any negative commentary goes viral!

Adding Influence to Genesys Social Engagement

Adding Influence to Social Engagement adds incredible value to the Customer Services Representative on the front-line! It is also remarkably efficient and effective. It simply requires that we obtained an API key, in this case from KLOUT (one of several options) and then use simple Web-Services to POLL for the score of each consumer that interacts within the Genesys Framework by applying the results of the influence lookup into the routing strategy.  The results of this influence score are immediately accessible to the ‘engine’ and can be used to PRIORITIZE the interaction, or to select the appropriate RESPONSE offerings that support the CSR during the conversation or interaction.

Here’s a pictorial expression of the capability.  First of all, I used my own Twitter Account (@dave_t_pilot) to cast a comment about the fictitious ABC Company that Tweets under the Account Name of ABC_anana.

A few seconds later Genesys Social Engagement picks up this Tweet based on the BUSINESS CONFIGURATION and hunts and routes the interaction to an available CSR. In this case it is being presented to ABCAGENT1. The CSR accepts this interaction by clicking on it, which opens the next picture below. If the CSR needs to check the SOCIAL INFLUENCE of this tweeting consumer then he/she simply needs to click on the Attached Data tab; where a huge range of information about this consumer is presented. Some of this comes from the INTERACTION HISTORY, some comes from the directory in the form of the CONTACT SERVER (UCS) and some is presented as a result of data-driven lookups. These lookups can be, as in the example in discussion in this article, lookups through web-services to KLOUT or PEERINDEX or any other form of backend in the Enterprise Data Field itself. The mash-up we created here for demonstration purposes clearly cites the 4 most popular KLOUT inputs that describe SOCIAL INFLUENCE.

Have a look in the attached data fields in the picture and you’ll clearly see the _klout_ scoring references!

Summary

This use-case scenario opens up a whole world of social influence based Genesys ROUTING design and logic.  Wouldn’t it be cool to determine TELEPHONE based routing strategies based on Social Influence too?  What about mixing Enterprise Data Driven Routing strategy, say the priority based on average revenue MIXED with the social influence, so that even if the consumer is of marginal priority to the current business rules they are prioritzed more HIGHLY as a result of their social prowess and influence?

My current understanding is Genesys aims to incorporate this social influence scoring within the confines of the shipping product capability set in the near future.  I certainly support this, and can validate already that it has the potential to be a key driving factor in ROUTING STRATEGY across all channels and media for Enteprises that power their Contact Centres with Genesys technology.  For me, this is the shape of things to come!