GENESYS VOICE APPLICATIONS

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VOICE APPLICATIONS

VOICE APPLICATIONS CATALOGUE

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Genesys Voice Applications Powered by SpeechStorm

Genesys has teamed with SpeechStorm, a leader in phone self-service, to create pre-packaged, ready-to-deploy voice applications that meet specific customer needs across a range of industries.

All of these applications are deployed using the SpeechStorm Framework. For convenience, they are grouped in a number of categories:

• SpeechStorm Framework • Self-Service IVR

• Payments • Surveys

• Self-Service for Telecom • Self-Service Banking

The SpeechStorm Framework is the foundation for all voice applications, with powerful call steering and personalization capabilities, reporting options for enhanced performance management, and a high availability option to provide resilience.

Self-Service IVR includes a wide range of applications suitable for all industry sectors, which can be

further configured and customized to meet specific business needs.

Payments and Surveys can be used as part of a self-service solution, or in conjunction with

agent-assisted service, even where no self-service IVR is used.

Self-Service for Telecom applications include account, billing, and service order applications that meet

the specific needs of mobile, fixed, and broadband operators with the ability to handle a range of tariff, add-on option, and phone service requirements.

Finally, the Self-Service Banking group of applications includes specific self-service capabilities for retail financial services and telephone banking.

SpeechStorm Framework

The SpeechStorm Framework provides a complete environment in which to design, configure, test, deploy, and manage IVR applications running on Genesys Voice Platform (GVP).

In addition to providing the foundation for a huge range of self-service and specialized applications, the SpeechStorm Framework provides dynamic and personalized call flows to improve routing and direct the most important calls to the agents best qualified to handle them.

APPLICATION DESCRIPTION

Control Center An intuitive, web-based business user interface gives non-technical users complete control of IVR applications, enabling instant changes to call flows and full prompt management. Includes role-based security, integrated test and production environments, application import / export.

Intelligent Call Steering

Drag-and-drop design for dynamic and personalized call flows including interceptors, shock absorbers, and remember-me functions for conditional routing, messaging, and repeat caller handling.

Personas Personas enable callers to be presented with a different language, voice, or prompt style depending on their profile, behavior, or preference, and for additional personalization to be determined by the Persona in use.

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Dashboard &

System Pulse Dashboard provides a real-time view of key metrics including total and average calls, hang-ups, planned and unplanned transfer outcomes and ‘business task’ completion, and a suite of on-demand reports on IVR performance.

System Pulse provides question-level monitoring of retries, timeouts, and recognition to proactively highlight caller experience issues based on configurable thresholds.

Customer Journeys

& Reporting Customer Journeys automatically tracks the path taken by every customer using the IVR, and summarises them for a selected period into easy-to-read tables and intuitive graphical customer journey maps showing routes and their outcomes.

Reporting includes a range of pre-built online and downloadable tabular reports for call handling and self-service metrics including call volumes, calls by time of day, and task completion.

Customer Journeys & Reporting are dynamically updated to reflect changes in the IVR with no additional development or configuration required.

High Availability Provides resilience by allowing a second SpeechStorm application server to be configured as the “backup” application server for GVP.

Self-Service IVR

Self-service IVR applications automate everyday tasks like checking a balance, finding out the status of your order, or getting the latest information on products and services. Industry-specific self-service applications are included in the Telecom and Banking sections.

Identification Identifies customers’ Caller Line Identification (CLI), account number or other unique identifier. Allows progressive levels of identification within the same call flow, without requiring the caller to enter the same information twice.

Identification & Verification

Identifies and verifies customers using one or more identification tokens including Caller Line Identification (CLI), account numbers, ZIP code or postcodes, or PINs. Allows progressive levels of identification to be used within the same call flow, without requiring the caller to enter the same information twice.

Balance Enquiry Performs a real-time lookup to a back-end system and plays back the balance to the caller with an offer to repeat the information if required.

Information Line Enables the rapid building of hierarchical menu structures with a user-friendly interface; ideal for creating easily navigated lists of tariffs, product options, or step-by-step instructions. Includes the ability to transfer calls with their context to a specific agent group based on selection.

Bill Copy Request Calls a back-end system to request copy of the caller’s most recent bill which can be posted or emailed to the customer at a pre-registered address.

Bill Information Calls a back-end system to retrieve bill information, including multiple balances, and plays this back to customer. Includes offer to repeat

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Locate & Connect Find a local store, branch, or office by prompting the caller for name of area or branch from a list of areas and branches configured within the application. This application requires speech recognition.

Locate & Connect Postcode (UK only)

An enhanced version of Locate & Connect that uses UK full postcodes for branches and area partial postcodes to establish relationships between them, as well as latitude/longitude calculations and weighting for local dialing codes to find the nearest branches. Customization for other postcode systems is available.

Operator Provides an automated attendant application for named contacts and departments with built-in disambiguation where multiple matches are found. Includes options for recording of caller’s name to include in call announcement to receiving party and retry on busy or no answer.

Marketing

Promotions Uses the dialed number (DNIS) and other available customer information to dynamically select and present a promotional offer to the caller based on eligibility criteria configured in the application. The caller is given the option to subscribe to the offer, which can be updated to his/her account using a back-end system call. Includes the ability to transfer call with its context to a specific agent group based on selection.

PIN Change Allows caller to set a new Personal Identification Number (PIN) by first requiring the old PIN to be entered. The new PIN is entered twice to validate it and a web service is used to update the PIN to the back end system.

New PIN Setup Similar to PIN Change but does not require the old PIN to be entered first.

Delivery / Order / Status Check

Checks delivery, order, or other status based on input from caller, e.g. stock code or order number, retrieves status from back-end system, and plays this status to the caller. Includes variations with option to provide SMS confirmation of status to the caller.

Status Check with Disambiguation

An enhanced version of Status Check with the option to prompt the customer to disambiguate where multiple matches to a request are returned by the back-end system.

Address Capture UK Captures an address based on a UK postcode and first line of address, verified using third-party address software from Experian QAS

www.qas.co.uk Address Capture UK

with Recording

An enhanced version of Address Capture UK, with the option for the caller to leave a recording of his/her address details if he/she fails to successfully enter it using speech recognition.

Outbound SMS Dynamically constructs an SMS message using information available from the call and submits the message for delivery to an SMS gateway. Includes automatic prompting of the caller to enter a mobile number if the caller’s CLI is not recognized as a mobile or is withheld.

Outbound Hold Requests to speak to the customer / account holder in an outbound dialing scenario and allows the receiving party to place the call on hold while he/she goes to fetch the required party. The call can be resumed by pressing a key on the keypad.

Emergency

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Payments

Payment applications make customers feel more secure, protecting them, the organization, and agents from fraud, and helping organizations to ensure Payment Card Industry (PCI) compliance. Also included are applications to set up direct debit and continuous card payments.

Payment Capture can be used as part of a self-service process or as part of an agent-assisted process, where the call is transferred to the IVR application for secure data capture when payment is required.

Payment Capture Captures payment with a Data Security Standard (PA-DSS) validated debit and credit card payment capture application with a pre-defined data contract for integration with third-party payment gateways using standard web services. Includes automatic card type detection and applies appropriate rules, e.g. card issue date, expiration date, and three or four-digit security code. Options are available for full or partial payment of an account balance, or an amount entered by the caller.

Payment Capture

for Semafone Includes same features as Payment Capture, with pre-built integration to Semafone www.semafone.com which masks the DTMF tones as they are captured from the caller.

Direct Debit Setup Captures bank sort code and account number to set up a new Direct Debit instruction on the customer’s account.

Continuous Card Payment

Captures debit or credit card payment details in a similar way to Payment Capture, but instead of processing the payment for a specific amount, the details are passed to a back-end system which will apply payments on a regular basis. PA-DSS validated PCI Compliant when used in conjunction with a PCI Compliant payment gateway.

Surveys

Survey applications are ideal for employee, customer satisfaction, Net Promoter Score (NPS) and other survey, market data collection, or other questionnaire needs. Surveys can be used as part of a self-service process, invoked at the end of an agent call, or on an inbound or outbound post-call survey. Questionnaire Builder can also be used to create custom checklists for callers to complete, for example confirming name, address, vehicle details, and driving history as part of an insurance renewal or quotation process.

Questionnaire

Builder Powerful and easy-to-use application suitable for customer and employee surveys, as well as other questionnaires or checklists, e.g. insurance renewals. Supports yes/no, multiple choice and numeric range responses, with options to record verbatim comments re-order questions and configurable conditional question sequence logic.

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Self-Service for Telecom

Self-Service for Telecom applications provide specific customer service and account management functionality that meets the needs of telecom operators offering landline, broadband, and mobile services. In addition to the specialized telecom applications included here, a comprehensive self-service

deployment for a telecom operator will typically include: • SpeechStorm Framework with Intelligent Call Steering • Dashboard & System Pulse

• Customer Journeys & Reporting • High Availability

• Identification / Identification & Verification • Balance Enquiry

• Bill Copy Request • Bill Information

• Marketing Promotions, e.g. for cross-sell / up-sell and new product launches • PIN Change

• New PIN Setup

• Delivery / Order / Status Check • Payment Capture

• Direct Debit Setup • Continuous Card Payment

• Questionnaire Builder, for customer satisfaction Net Promoter Score surveys

Account Barring Checks the caller’s identification, and if successful, allows the caller to set a bar on his/her account, e.g. preventing calls to international or premium rate numbers, and updates this to a back-end system using a web service.

Account Unbarring Checks the caller’s identification, and if successful allows the caller to ‘unbar’ services on his/her account, e.g. allowing calls to international or premium rate numbers, and updates this to a back-end system using a web service.

Billed and Unbilled Balance

Calls a back-end system to retrieve billed and unbilled telecom balances and plays these back to customer. Includes option to repeat information if required.

Order Add-Ons Allows caller to select from a list of add-on options for his/her phone service account, e.g. international calls, data bundles. The list of add-ons is user configurable with different prompt intonations for dynamic list building. On selection of an add-on option, a back-end system is called to add the option to the customer’s account.

Order Phone Services

Allows caller to select from a list of phone service options e.g. broadband, new line. The list of phone services is user configurable with different prompt intonations for dynamic list building. On selection of an add-on option, a back-end system is called to place the order for the new service.

Price Plan / Tariff Details

Retrieves details of the customer’s current price plan or tariff, including any add-ons and features from back-end system and plays the list of options and features to the caller.

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Change Price Plan /

Tariff Constructs a list of available price plans or tariffs for review and selection by the caller, performs an eligibility check based on parameters for the selected option and places an order using a back-end system. The list of available options and eligibility parameters are configured in the application.

Query Price Plan / Add-Ons

Retrieves details of current and pending add-ons for a customer’s account from a back-end system and plays these to the caller. The list of add-ons corresponding to codes retrieved using the web service is maintained in the application.

Remaining Allowances and Fair Usage

Compares the customer’s remaining minutes, texts, and data balances retrieved from a back-end system and compares these to fair usage settings configured in the application and plays these details to the caller.

Self-Service Banking

SpeechStorm Self-Service Banking applications provide specific customer service and transactional functionality for retail financial services and telephone banking. The applications described here will be used in conjunction with Identification & Verification to provide the appropriate level of security.

In addition to the specialized telephone banking applications included here, a comprehensive self-service deployment for a retail financial services organization will typically include:

• SpeechStorm Framework with Intelligent Call Steering • Dashboard & System Pulse

• Customer Journeys & Reporting • High Availability

• Identification / Identification & Verification • Balance Enquiry

• Information Line, e.g. for savings, investment and loan product sales • Bill Copy Request, e.g. for Statement Requests

• Bill Information, e.g. for current, credit card or other accounts with multiple balances • Locate & Connect / Locate & Connect Postcode, e.g. for branch or ATM location • Marketing Promotions, e.g. for cross-sell / up-sell and new product launches • Operator, e.g. for routing to named relationship managers

• PIN Change • New PIN Setup

• Delivery / Order / Status Check, e.g. for check book ordering • Payment Capture

• Direct Debit Setup • Continuous Card Payment

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Genesys is a leading provider of customer service and contact center solutions. With more than 2,000 customers in 80 countries, Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

For more information visit: www.genesyslab.com, or call +1 888 GENESYS.

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. © 2013 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Account Selector Dynamically builds and presents a list of accounts held by a customer and prompts the caller to choose which account to work with. Used to select accounts for which to provide a balance, or to select an account for use as the ‘from’ or ‘to’ account in a money transfer scenario.

Transaction List Plays back a list of recent transactions for a current account, savings account, or credit card statement retrieved from a back-end system. The account from which to retrieve transactions is determined by Account Selector.

Money Transfer – New Payee

Allows the customer to transfer money from a selected ‘from’ account to an account at another bank. The sort code, account number, amount and date of payment are captured from caller. The ‘from’ account uses Account Selector. Includes handling for a scenario where insufficient funds are available to process the payment.

Money Transfer – Bill Payment

Allows the customer to transfer money from a selected ‘from’ account to a previously used bill payment destination. The ‘from’ account uses Account Selector. The list of payment destinations is constructed dynamically. Includes handling for a scenario where insufficient funds are available to process the payment.

Money Transfer – Internal Funds Transfer

Allows the customer to transfer money between two of his/her own accounts. The ‘from’ and ‘to’ accounts are selected using Account Selector. Includes handling for a scenario where insufficient funds are available to process the payment.

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About Genesys Professional Services

Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements. www.genesyslab.com

About SpeechStorm

SpeechStorm® helps organizations of all sizes make everyday tasks easier for their customers. SpeechStorm provides pre-built IVR, speech self-service and mobile apps that reduce waiting time for customers and reduce call handling times in the contact centre. SpeechStorm solutions are quick to implement and easy to manage, putting the business in control of the customer experience.