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2 Genesys Banco de Chile Bank Hapoalim ESRI Front Line Groupama The Insurance Company of British Columbia The Istanbul Water and Sewerage Administration ( JetStar Airline Korea Expressway Corporation New Zealand Ministry of Justice News Limited SAMU 44 Slovak Telecom State of Michigan University of Pittsburgh Medical Center (UPMC) Health Plan Vattenfall Videocon d2h Vodacom Vodafone D2 GmbH Welsh Water Zon
3 Banco de Chile / % FCR 60%90% IVONNE MÜLLER HEAD OF CONTACT CENTER BANCO DE CHILE Genesys Contact Center, Genesys Voice Platform, Genesys Workforce Management US $17million17 ONLY 13 in COMPANIES DELIVER A POSITIVE CUSTOMER EXPERIENCE 1
4 Bank Hapoalim 260 / 10 GIDEON MAKLEFF EXECUTIVE VICE PRESIDENT OF BACK OFFICE OPERATIONS BANK HAPOALIM Genesys Workforce Management 50% 40% 59% of consumers WILL TRY A NEW BRAND FOR A BE ER SERVICE EXPERIENCE 2
5 ESRI GIS35 MICHAEL KIM DIRECTOR OF SUPPORT SERVICES ESRI Genesys CIM Platform, Genesys Digital Customer Service, Genesys Voice Platform, Genesys Performance Management NPS 25% FCR 70% 93% 81 % of CUST MERS say they will $PAY MORE$ FOR A BETTER EXPERIENCE 3
6 Front Line 17,000 20,000 TATIANA IRGE DIRECTOR GENERAL FRONT LINE Genesys Contact Center, Genesys Outbound, Genesys Interaction Workspace, Genesys SIP SLA ) SIP100% SLA last year COMPAN ES LOST $ 83 BILLION Due to POOR CUSTOMER SERVICE 4
7 Groupama Rhone Alpes Auvergne 60 PHILIPE VAYSSAC CUSTOMER MANAGER PROJECT OWNER GROUPAMA Genesys SIP, Genesys Contact Center, Genesys Workforce Management US $3.9million3.9 30% iphone Groupama toujours là ONLY 3% of companies Feel they do a GOOD JOB MANAGING CUSTOMER SERVICE across channels 5
8 The Insurance Company of British Columbia (ICBC) 320 JINGER JUTLA SENIOR MANAGER FOR ENTERPRISE SOLUTION AT ICBC Genesys SIP, Genesys Contact Center, Genesys Interactive Insights every day 30% of CUST MERS have a BAD EXPERIENCE 6
9 The Istanbul Water and Sewerage Administration (iski) ZEKAI HAYRIOğGLU DEVELOPMENT COORDINATOR iski 400 Genesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys Voice Platform, Genesys , Chat, & Co-browse 30%5% 77 % of CUSTOMERS use more than when seeking CUSTOMER SERVICE 1 CHANNEL 7
10 JetStar Airline / LCC2,000 AARON PANOZZA CEO OF ENGAGE, PROVIDERS OF JETSTAR S CONTACT CENTER ON DEMAND SOFTWARE SERVICES Genesys Contact Center, Genesys SIP, Genesys Outbound & Predictive Dialing, Genesys Workforce Management, Genesys Voice Platform 200 The NUMBER OF will double by cloud based CONTACT CENTERS
11 Korea Expressway Corporation 4,000km MR.JI-SUNG AHN IT MANAGER KOREA EXPRESSWAY CORPORA- TION Genesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys intelligent Workload Distribution 20% 97% 69 % of COMPANIES don t monitor CUSTOMER SERVICE INTERACTIONS 9
12 New Zealand Ministry of Justice iwd BRYRE PATCHELL GENERAL MANAGER NEW ZEALAND MINISTRY OF JUSTICE COLLECTIONS UNIT Genesys Workload Management Del nquent AVERAGE ABOUT DEBT RECOVERY rates 20% 10
13 News Limited EFax E JONATHAN NG TECHNOLOGY MANAGER FOR SALES SOLUTION IN THE CRM AND CONTACT CENTERS NEWS LIMITED Genesys Contact Center, Genesys Adapters, Genesys Business Consulting EOL 2,780 91% of UNHAPPY CUSTOMERS will not willingly DO BUSINESS with your ORGANIZATION again 11
14 SAMU DR. FRÉDÉRIC BERTHIER OPERATIONAL DIRECTOR OF MEDICAL PROCESS SAMU 44 Genesys Contact Center 96 GPRS( ) 7.4 BILLION CELL PHONES in use by 2014 that s more than the W POPULATION RLD S 12
15 Slovak Telecom Genesys Workload Management 26% SLA MARGITA HECKOVA CRM DEVELOPMENT MANAGER SLOVAK TELEKOM only 31 % of ORGANIZATIONS closely monitor the quality of INTERACTIONS with TARGET CUST MERS 13
16 State of Michigan 100 TESS LAYMAN DIRECTOR OF LEVERAGED SERVICES FOR THE DEPARTMENT OF HUMAN SERVICES STATE OF MICHIGAN Genesys Contact Center, Genesys Voice Platform IVR the # of CONSUMERS SELF-SERVICE55 has doubled to preferring automated % in the last 5 years 14
17 MARY BETH JENKINS, COO UPMC HEALTH PLAN ONLY 26% OF COMPANIES University of Pittsburgh Medical Center (UPMC) Health Plan Genesys Contact Center, Genesys Inbound, Genesys Outbound, Genesys Voice Platform, Genesys Web Customer Service, Genesys Performance Management, Genesys Voice of the Customer have a well developed strategy for improving the CUSTOMER EXPERIENCE 15
18 Vattenfall LARS ERIKSSON HEAD OF PROCESS AND DEMAND TEAM Genesys Contact Center, Genesys Outbound & Predictive Dialing, Genesys , Genesys Workforce Management 50% E ROI FCR 50% 50 < OF CUSTOMERS REPORT % being SATIFISFIED with transitioning from 1 channel to another 16
19 Videocon d2h DTH VINAY TYAGI HEAD OF CALL CENTER TECHNOL- OGY VIDEOCON D2H Genesys Virtual Customer Service, Genesys Contact Center, Genesys Voice Platform 400 IVR SIP CRM 14 in CUSTOMERS their SH RE BAD EXPERIENCE SOCIAL VIA NETWORK 17
20 Vodacom 1,600 Genesys Social Engagement Genesys eservices EBEN DREYER SOLUTION DEVELOPMENT MANAG- ER VODACOM Genesys Contact Center, Genesys eservices, Genesys Social Engagement 56% of CUSTOMER COMPLAINTS on SOCIAL MEDIA are IGNORED 18
21 Vodafone D2 GmbH 3, Win-Win THOMAS HENKEL DEPARTMENT HEAD FOR CONTACT CENTER OPERATIONS VODAFONE D2 GmbH Genesys Virtual Customer Service 30 OPEX CUSTOMERS $SPEND$ 70 % more WHEN USING 3 CHANNELS 19
22 Welsh Water CHRIS JONES FINANCE DIRECTOR WELSH WATER Genesys Virtual Customer Service non-phone CHANNELS account 30 % for more than of CUSTOMER SERVICE ENGAGEMENT 20
23 Zon 8 2, FERNANDO FONSECA DIRECTOR OF CUSTOMER CARE ZON Genesys Virtual Customer Service CRM KPI 10 CRM ONLY 8% of CONTACT CENTERS receive their REAL-TIME metrics in REAL TIME 21
24 80 4, Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders.
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