Genesys GForce 2016 - Day 2

The second day of the G-Force event was incredibly insightful from a requirements and needs-assessment point of view, as Genesys provided a platform for prospects, customers and partners to voice their opinions on contact center trends, business models, process flows, and adoption of emerging technologies.

Also prominent were the continuing sessions surrounding the long-term roadmap from what is now the largest provider of contact center technologies in the world, the new Genesys organization that also includes Interactive Intelligence.

In addition to merging technologies from Interactive Intelligence within the Genesys contact center portfolio, as covered in the day 1 blog article, the 3 pillars of the Customer Journey concept were revealed by Genesys executives during the day-2 keynote presentations.

What's most interesting to note for both nGUVU customers and anyone else looking to derive additional benefits from an employee engagement strategy is that new products, services and technologies have been slated for 2017 revolving around this concept, which has now been surfaced as a solution category on its own, as opposed to an add-on app for customer service solutions and other contact center technologies.

Customer Journey - Contact Center solutions

Now, on to the attendee feedback collected during the first and second days of G-Force 2016.

The following survey questions were distributed to approximately 1,200 contact center professionals, across a variety of industries that include IT, Telecom, Healthcare, Finance, as well as a mix of contact center models: inbound, outbound, blended - service, sales and even marketing-focused.

Here are the results, we hope you will find them as insightful as we did.

What is your top performance indicator from analyzing the Customer Journey?

  1. Improve customer satisfaction scores (CSAT/NPS): 52%
  2. Reduce costs related to customer service: 26%
  3. Increase revenue: 10%
  4. Reduce customer attrition: 12%

How far along are you in your IoT roadmap?

  1. Curious - not planning to implement yet: 36%
  2. Researching viability: 32%
  3. Have implemented IoT solutions: 20%
  4. Building a business case: 12%

What benefits are you seeking from your IoT implementation?

  1. Provide deeper context & Analytics to existing interactions/processes: 43%
  2. Create new customer experiences: 38%
  3. Automate events/processes: 19%

How far along are you in deploying Customer Self-Service?

  1. Self-service deployed: 57%
  2. Building a business case: 16%
  3. Researching viability: 16%
  4. Just starting/curious: 11%

What is your biggest hurdle to deploying an omnichannel self-service strategy?

  1. overcoming organizational hurdles: 59%
  2. Complexity of integration: 28%
  3. High cost of development: 14%

What is the most important capability to develop to further Employee Engagement in your organization?

  1. Speech & Text Analytics: 30%
  2. Workforce Management: 27%
  3. Omni-Channel Desktop: 24%
  4. Quality Management: 15%
  5. Customer Surveys: 3%

The one consistent result with all survey questions was that most organizations are not quite as far along in adopting new customer-service focused technologies, such as intelligent device integrated channels, social and chat, and omnichannel multi-plane communications as many of us had thought. 

But that is why we come together at these conferences; to share information and ideas in order to advance our efforts to ultimately satisfy and delight our customers. The technologies simply enable us in our objectives.

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