The Dynamic Contact Center

Most contact centers are static customer service systems that simply react to external conditions. Within this environment response to change can not be addressed, traffic may spike one moment and customer service agents sit idle the next. Within this scenario, contact centers are challenged to control costs, generate revenue and most importantly drive customer satisfaction. As a result, contact centers are beginning to re-examine their current model in favor of a more dynamic contact approach - the Dynamic Contact Center.

The Dynamic Contact Center helps businesses respond to the ever-changing dynamics of customer service and sales by orchestrating resources and contact center capabilities to align with customer needs and business objectives. For example, how can an airline contact center best respond to increased customer call volumes during weather delays, while improving cross-sell rates for a travel promotion during lulls in traffic? While traditional contact centers manually adjust to changing conditions, the Dynamic Contact Center has the know-how, technology and built-in processes to make contact adjustments in real-time.

Ultimately, the Dynamic Contact Center has a dramatic impact on the overall business by improving the customer service experience, increasing agent productivity and satisfaction, and driving revenue with efforts to enhance loyalty and up-sell customers.

The Ten Capabilities of the Dynamic Contact Center

1. Consolidation and Virtualization of Resources - Unifies disparate technologies and contact centers
2. Proactive Contact Management - Generates campaigns or informing customers
3. Reporting and Analytics - Brings historical and real-time views into the contact center
4. Branch, Remote and Expert Integration - Utilizes specialized resources outside of the contact center
5. Business Process Routing - Integrates work items from the back office into the contact center
6. Customer-Centric Routing - Routes any customer customer contact interaction to the right resource regardless of location
7. Internet and Multimedia Integration - Integrates non-voice customer interactions with a consistent experience and outcome
8. Real-time Recommendation - Empowers agents by anticipating customer needs at the ideal time
9. Workforce Management and Optimization - Forecasts and schedules contact center resources
10. Integrated Self-Service - Enables touch-tone or speech applications where customers can complete service requests

What is the Dynamic Contact Center (DCC)?
Today's contact center is pressured to simultaneously deliver on cost, quality and revenue generation goals. Achieving these contact center goals should not be a zero sum game where focusing on one goal adversely affects the other two. Achieving this harmony requires that the contact center effectively manages fluctuating traffic, resources and business outcomes.

The Dynamic Contact Center is based upon 10 Key Genesys Capabilities. When orchestrated in real-time, these ten capabilities help companies manage their traffic, resources and business outcomes - enabling them to optimize their business goals (cost, quality and revenue).

How can my company implement a Dynamic Contact Center?
Any company can begin to incorporate Dynamic Contact Center capabilities - regardless of their maturity or sophistication. The key to implementing a DCC is based upon assessing a contact center's state and maturity. A contact center can gradually incorporate one or more capabilities within their contact center to gradually evolve into a Dynamic Contact Center.

What's the Dynamic Contact Center's track record?
Several Genesys customers have aligned with the vision of the Dynamic Contact Center (DCC). Based on ten key capabilities, a Dynamic Contact Center does not require replacing infrastructure. Genesys customers can leverage Dynamic Contact Center capabilities over time, allowing their contact center to evolve with their business needs.

This long term approach coupled with distinct capabilities has contributed to the success of the Dynamic Contact Center. For example, the Genesys Business Process Routing capability is a key differentiator. With Business Process Routing in place customers have successfully integrated their back office and contact center functions using Genesys. This capability is instrumental in delivering first call resolution, decreasing hold times, and driving customer satisfaction.