2018 NA CGCC/Consortium for PureConnect (CIC) Implement Email

2018 NA CGCC/Consortium for PureConnect (CIC) Implement Email Routing; Auto Responses, Bounce Backs, After Hours, and More Facilitator – John Heiberger MUTE Your Phone Please! Unmute to Participate 1 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Sessions will be Recorded! And Uploaded to Our Electronic Site 2 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Mission Share our experiences, knowledge, and insight so we can receive the most from our investments and make good decisions Create a Community of Peers We can Rely on for Help & Input Build Individual Relationships Respect Each Other’s Confidentiality 3 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

How We Operate Virtual – No travel Collaborative – Everyone Participates Independent – No External Funding All Topics are Member Driven Real World Discussions No Sales or Marketing Pitches Attend What You Want Forward Invites to Others Who May Have Interest Sessions are Recorded and Stored Securely For Those Who Could Not Attend Face-to-Face Once a Year Users Conference – May/June 4 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

2018 Season Collaboration Tool - GlobalMeet Final Thank You to Peter Lyons from Mediacom! TMP Direct and Peter Schroeder Offer Us Use of WebEx Currently Creating Credentials for Our Needs Genesys Contact Brittany Kapps Coordinate Guest Speakers/Subject Matter Experts Funnel Feedback to and Through Genesys/InIn Partnership with Autonomy Electronic Space Archives, Sessions, Discussions, More http://www.lucilium.com/register/ Since CX18 Around 400 Members and 148 Companies New Members, Next Slide 5 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Welcome! 6 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Welcome! 7 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Welcome! 8 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Welcome! 9 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Announcements 2018 Session Invites You Will Receive All of Them - Slow but Sure Participation Need a Larger Variety of Contributors During Sessions Unmute, Provide Input, Ask Questions Adjacent Consortiums PureCloud and PureEngage Different Content Same Structure CGCC Sponsorship/Costs 2018, Lucilium 2019, and Forward, May Change Considering a Donation Model (Non-Profit) Customers, Partners, Genesys 10 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Lucilium John Heiberger Contact Center Operations and Technology Alignment 23 Years of Experience (20 with Genesys/InIn Products) http://www.lucilium.com/casestudies/ http://www.lucilium.com/businesscases/ All Things Contact Center Consulting/Advisement Benchmarks Readiness Optimization Strategy Process Improvement Project Deployments and Staff/Expertise Augmentation Contact Center Operations and IT Technology Agnostic Recent Trends Chatbot / AI Readiness Customer Journey Tracking and Self Service Connection Various Benchmarks 11 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

2018 – Session Schedule 02/21/2018, 12pm CST, 90 Min, NA CGCC 2018 - Agent, Contact Center, and Business KPIs; Sharing and Learning 03/08/2018, 11am CST, 60 Min, NA CGCC 2018 - Genesys Partner Ecosystem; Direct, Indirect, Contract Negotiation, Benefits, and Disadvantages 03/20/2018, 1pm CST, 90 Min, NA CGCC 2018 - Artificial Intelligence Deep Dive; Kate and Chatbots 04/05/2018, 11am CST, 120 Min, NA CGCC 2018 - PureConnect Roadmap; All Modules and Features 04/18/2018, 11am CST, 90 Min, NA CGCC 2018 - Interaction Connect, Feature Parity, and When to Migrate 05/15/2018, 2pm CST, 60 Min, NA CGCC 2018 - IVR Segmentation and Self Service Best Practices 05/31/2018, 11am CST, 60 Min, NA CGCC 2018 - ICELib or ICWS for Development and Compelling Customizations 06/13/2018, 12pm CST, 60 Min, NA CGCC 2018 - Implementing Webchat; Planning, Expectations, How-To, Queues, and More 06/26/2018, 1pm CST, 90 Min, NA CGCC 2018 - Implement Email Routing; Auto Responses, Bounce Backs, After Hours, and More 07/19/2018, 12pm CST, 90 Min, NA CGCC 2018 - Upgrades, Version Control, OS, Licensing Usage, and More 08/01/2018, 11am CST, 60 Min, NA CGCC 2018 - PureConnect Cloud (CaaS) Challenges; TSRA, Versions, Single Sign-On, Performance, and More 08/14/2018, 2pm CST, 90 Min, NA CGCC 2018 - Quality Programs, Campaigns, and CSAT Strategies; Sharing Objectives and Strategies 08/28/2018, 1pm CST, 60 Min, NA CGCC 2018 – Endpoints/Options; WebRTC, Skype Integration, Grandstream Phones, & When/What to Plan 09/12/2018, 11am CST, 60 Min, NA CGCC 2018 - PureConnect Tip and Tricks Sharing Session; Dialer, Attendant, and More 09/27/2018, 12pm CST, 90 Min, NA CGCC 2018 - WFM/Optimizer; Forecasting Best Practices, Tips, Tricks, and Minimizing Road bumps 10/10/2019, 1pm CST, 60 Min, NA CGCC 2018 - PureConnect Performance Issues; Sharing, Understanding, and Resolving 12 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Guest Participant Travis Thede from EDCi Senior Delivery Manager, Customer Care Leads the Implementation and Support Practice Experience Since PureConnect/CIC V1.2 (1999) Customers and Resellers 13 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Talking Points Advantages / Disadvantages of using a CRM to process email vs. email to case (SAP and SFDC) vs. 100% in PureConnect For email to case, what logic/processes to retain in the CRM vs PureConnect Importance of authenticating the email, screen pops, etc Overview of the logic to route emails; to, from, body, subject, other Skills, Priority, Proficiency, Desire to Use Handling out of office and bounce back messages Handling emails with multiple “To” address to multiple departments/employees Searching for emails Placing and email of hold until data is returned, Pending (Other areas you built your email offering) Dealing with attachments How to keep PureConnect out of PCI scope Using email to push other types of work (primitive IPA) Multilingual requirements 14 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Notes Xxx 15 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]

Specific Feedback for Genesys Successes Xxx Neutral/Indifferent/Needs Xxx Concerns Xxx 16 888-582-4548 / 920-427-2255 / www.lucilium.com / [email protected]