Why Genesys Engage?
Overall Satisfaction with Genesys Engage (formerly PureEngage)
CTBC is using Avaya PBX/AvayaIC/Avaya IR/CMS as a contact center platform and among different business units since 2008. The depart included Banking, Credit Care, Corporate banking, Risk management, Collection, Telemarketing, Branch supporting, Internal Help desk. They meet the requirements from the Financial Supervisory Commission. ROC needs to keep the core platform version updated. One thing impacted the decision as always: cost. If the upgrade for the Avaya platform costs 2 million (in USD) without a functional improvement, why would we go with that? Instead, we set up a team including IT personnel (application team, PBX team, voice team) and users (Banking) to investigate 2 things:
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.
After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.
1. To form the new target to improve customer experience and enrich the core service in various ways as a digital transformation project. This canNOT be done using the existing platform, considering the impact of recent digitalization on the Banking environment. People are using apps/web more than going to the branch.
2. One unified platform to serve the entire CTBC group (and sub-companies). The management team just finds it is hard to share the technology or service because various platforms had been used among the group. This will be a good chance to see improvement through this change.
After a 2-year survey, they chose Genesys Engage as the platform for us and started a 2.5-year transformation project.
- Omni channel routing, voice, 3rd-party chat, 3rd-party video, email are included.
- Amazing Genesys Pulse reflects the current stats in real-time.
- Open SIP standard helps CTBC during the COVID-19 pandemic.
- Active call recording architecture free the contact center location.
- Voice bot AI adoption in following integration, GVP doing well.
- Need an experienced team member run the project.
- To archive omni channel, you need to set up a team to design it.
Avaya: As a brand, they are trying to get rid of their hardware-vendor image, but this fails. Omni channel routing is separate in 2 systems. And the reporting solution is torn apart into CMS and Avaya analytic. Customers can't see a clear roadmap.
Aspect: Weak local team with no new logos showing in the past 10 years. Their visibility has almost disappeared.
Aspect: Weak local team with no new logos showing in the past 10 years. Their visibility has almost disappeared.
- Voice bot
- Case management
- Customer journey