ABC - The Anana Briefing Centre

Welcome to the Anana Briefing Centre

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The Anana Briefing Centre (ABC) is a state of the art, multi-channel, multi-media, up-to-date and always current instance of the Genesys Telecommunications Labs Framework of technology for Customer Interaction Management, Contact Centres and Customer Service Centres.  It features all building blocks of the underlying capability set of Genesys, and has been extended into a fully functional, fully enabled iteration of the latest and greatest in Contact Centre Software across 2000 seats of capacity.  It is World Leading in its own right. It is used to Discover, Innovate, Explore and to Learn about modern Customer Engagement capabilities across all channels and media, including Voice, SMS, eMail, Chat, Instant Messaging, Co-browsing, Social Engagement (with Twitter, Facebook and other social media giants) and features unrestricted access to the latest and greatest features of blended cross-channel communications and customer interaction management.

Rather than attempting to impress our audience with hours of Microsoft PowerPoint Presentations on Call Centre technology or solutions we have invested in ‘show’ rather than ‘tell’ allowing our partners and clients to model any current or planned call centre offering or service, including all facets of self-service (Interactive Voice Response – IVR) and assisted-service (agent or customer service representative – CSR) based interactions.  Additions to existing services and media may be easily tested in the Anana Briefing Centre. The Anana Briefing Centre is used to offer Genesys demonstrations and as a venue for Executive Briefings or anything in-between.

A Typical Anana Briefing Centre Workshop Agenda

Typical ABC Workshop Agenda – Title – "The art of the possible in 21st Century Customer Interaction Management"

Workshop duration is 4 to 6 hours typically if the client needs detailed background/foundation for each element explored. (2 hours minimum duration for a skilled audience).

Workshop Terms of Reference

A detailed exploratory "Customer Journey and Customer Experience with 21st Century Cross-Channel Customer Interaction Management"

Format; Unrestricted Exploration, Innovation, Discovery and Learning by Group Discussion and Demonstration of the Customer Experience, Customer Engagement and Customer Effort in engaging with a true, blended, multi-skilled Contact Centre and Customer Services facility

Journey Format

Starting in ONLINE SELF-SERVICE we will work together to explore how Customers CHOOSE to find information, answers, shop, engage, and their expectations in the customer lifecycle. How they present themselves to the ENTERPRISE across multiple channels and how the EXPRESS their interactions with the ENTERPRISE after or during their experiences in real-time? Whilst focussing completely on the customer experience we will review the Customer Services Agent experience anecdotally; but without strict focus on process, procedures or workflow. On completion of a customer journey you will have complete environmental familiarity with both faces of the experience, tools, technology, desktop and media in a truly blended Customer Management capability solution.

Typical Journey

A meandering and exploratory walk-through of an arbitrary customer modelled loosely around the format of your markets, products, routes to market and customers. Workshop is INTERACTIVE. All delegates should bring their tablets, pads, smart-phones and be ready to engage throughout. Each use case is typically explored twice. Once with a generic, non-vertical specific viewpoint; and secondly from the perspective of the workshop attendee, their role, their business, their product and topography to market.

Online

  • Web Self Service
  • Web Chat
  • Facebook, and Social Platforms eServices bridge into Customer Operations
  • Twitter
  • eMail (native clients)
  • eMail (online embedded)
  • Surveys and their role in managing conversations

Over the Air

  • SMS - Short Message Service (SMPP)
  • MOBILE Apps – Customer is the CSR (how does this work?) What are the use cases?
  • Inbound Voice, including Media Treatments and role the role of Interactive Voice Response (IVR)
  • Outbound Voice (Campaigning, Sales, Collections)
  • Conversation Management, ALERTING the customer intelligently, Calls-to-action, follow up and the appropriate user experience

Behind the Scenes

  • Agent to Agent transfers, consultations, forwards, parked work, campaigns, interaction management, Notes, Subject Matter Experts, Back and Front office integration.
  • Knowledge Management, Content Analysis, Workload Distribution

Not Right Now

  • Intelligent or Customer Requested CALLBACK and within CAMPAIGNS (Outbound) and ONLINE (via self-service)

Centrally explored themes

  • How do interactions relate to conversations and the customer effort, customer experience and customer journey?
  • Relationship between the heart of Customer Operations and CRM, ERP, OSS, BSS, Process and Workflow
  • Social Media and Engaging Socially with Customer Care, Customer Operations and Contact Centre
  • Social Influence and Customer Value (Lifecycle, Actual, Measured and Hidden)
  • Klout (Broad)
  • Peerindex (Taxonomy based Influence)
  • Strategies and Interaction Automation
  • LISTEN, ENGAGE, INTERACT – dealing with what customers SAY TO US and what they SAY ABOUT US
  • Building a Bridge between BRAND BROADCAST in Social Engagement and Customer Operations
  • The role of BackOffice/Subject Matter Experts/Retail/Branches to the Heart of Customer Operations
  • Presence, Messaging and Subject Matter Expertise in a Virtualised Enterprise
  • Session Initiation Protocol for Voice and eServices with Malleable FLUID operations footprints for Virtualisation (non technical ; pure business benefits)

The Anana Briefing Centre offers full Multi-Channel customer interaction management features; including media across, but not limited to, the following feature set;

  • Inbound Voice (SIP Server and Genesys OmniPCX Enterprise PBX based options)
  • Outbound Voice (Genesys OCS)
  • Intelligent Customer Front Door (Genesys Labs iCFD)
  • Conversation Manager (Universal Contact Server and iCFD)
  • Interactive Voice Response (Genesys Voice Platform – GVP)
  • Speech Recognition (ASR)
  • IVR Dialogue Design and Test (VoiceXML, CC-XML et al)
  • Text To Speech (TTS)
  • Integration to Customer Relationship Management (CRM) Suites (Server side and client side)
  • Inbound SMS with integrated Routing and Queuing (alongside inbound/outbound voice)
  • Inbound email with integrated Routing and Queuing (alongside inbound/outbound voice)
  • Web Chat
  • Instant Messaging
  • Web Co-Browse and Web Collaboration
  • Social-Media Integration to Self and Assisted Service
  • Agent Desktop Software and Hardware
  • SIP Endpoints - in software and in telephone based voice endpoints
  • Call Centre Analytics, Reporting, Management and Operational Management Software and Tools
  • Genesys eMail
  • Genesys Instant Messaging
  • Genesys Web Chat
  • Genesys Social Media
  • Genesys Workforce Management
  • Genesys Advisor, Interactive Insights, CCPulse and Genesys Administrator
  • Genesys Voice Platform (GVP) with VoiceXML and CC-XML
  • Genesys Media Platform & Genesys Stream Manager for media and in queue treatments
  • and much more...

The Anana Briefing Centre allows for 5 key user roles to be modelled for any scenario;

  • A position for the ‘member of the public or the customer’ to model their needs as an end user client
  • A position for a Call Centre Customer Service Representative
  • A position for a Call Centre Customer Service Representative Supervisor or Team Leader
  • A position for an Enterprise Business Lead to monitor adherence to Key Performance Indicators, Analytics and Statistics of Customer Interaction Service Levels or Service Level Agreements (SLA)
  • A position for an Enterprise Information Technology (IT) or Operations Managerial Role to monitor live systemic performance, operational capacity and availability

By modelling all 5 of the key use-case scenarios for all typical inbound and outbound call centre interaction layers Anana clients and partners can fully explore the capabilities and benefits of call centre technology based on the Genesys Telecommunications Labs solutions. Of course; with the 4 key seats occupied in the physical contact centre, the other 1996 seats are 'virtualized' and are running as an actual live-load simulator of the scenario's being briefed, studied or tested.  This allows for meaningful capture of analytics, real-time and historic performance metrics and statistics modelled accurately with real-data against the scenario.  This allows for extremely effective "What If?" Scenario modelling.

The Briefing Centre is also offered to our clients, partners and customers for load-test, performance test, configuration test, simulation, and 'what-if?' scenario analysis across all functions and capabilities of the 21st century customer contact centre.

How much does the use of the Anana Briefing Centre Cost?

Nothing, the workshops are conducted by Anana as part of the pre-sales process and are not billable

To book your workshop session at the Anana Briefing Centre then please do not hesitate to contact us

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