Although voice is still the primary channel customers use to interact with contact centers, representing 54% of all interactions handled, according to Dimension Data, digital is on track to overtake phone by end of 2016. Your business needs to keep up with this trend of customer preferred channels by developing an awareness of each customer journey. To do so, you’ll need to migrate to automated, or orchestration-ready, routing.
If you are an on-premise Genesys customer and still on Interaction Routing Designer (IRD) driven routing strategies, but looking to enable capabilities like customer journeys, mobile, and Virtual IVR through your routing strategies—first things first—you need to move to Composer routing.
The transition to a new routing platform can be onerous. It’s important to understand whether your contact center requires the transition. If it does, consider these factors before making the move.
How do you know whether this transition is right for you?
- You and your team find it increasingly hard to alter the existing solution in a timely, effective manner. Your current system can’t support the requested changes or you’ve reached a point where the system is no longer maintainable.
- Your team has been tasked with implementing a mobile customer service initiative.
Tying customer service more closely to mobile use is a smart strategy for companies, but older platforms may not support this or other modern functionality.
- You want to integrate self- and assisted-service interactions. To do this, you need the convenience of a common development platform, which is not available in IRD.
Challenges with typical transition approach
If we were to explore the typical transition approach, truth is, it’s easier said than done.
The transition from Genesys IRD to Composer and Orchestration Server is a platform change that requires the new application to be designed and developed from the ground up. This presents challenges:
- Documentation on your current IRD routing is often limited or non-existent.
- Features in place for years may work, but may not be well-understood.
- As enhancements were added over the years, the code has become more complex.
- Reverse engineering existing strategies is time-consuming.
Ultimately, the main concern with this approach is that it’s risky and can take many months to implement. The longer the project takes, the higher the cost.
Best Practices and Considerations for Planning a Routing Migration
Routing is the center of the universe for contact centers. It drives most of your agent-assisted customer experience, ensures the use of agent resources are optimized and enables reporting and analytics.
Making the transition to orchestration should be planned carefully. Here are some considerations for a successful implementation that ensures you are meeting your business needs well into the future:
- Keep the initial Orchestration routing implementation basic and plan for enhancement phases. A routing assessment from an experienced Genesys Systems Integrator can help in developing a project roadmap.
- Evaluate skillsets and tools available to your routing developers and administrators.
- Do they have the open source development skills or Composer development experience from other Genesys platforms like IVR?
- Is there adequate tools and processes in place to manage version control when changes are required to the routing solution?
- Consider implementing a pre-built routing solution vs. a customized solution. Knowledge of new Genesys Orchestration routing components is a key input into the design of the new routing solution.
Include the Upgrade to Orchestration as Part of a Different Project
Transitioning to orchestrated or automated routing doesn’t mean you have to obtain funding for a routing upgrade project. Likely there are other initiatives you’re already planning where you might include an upgrade to orchestration, such as:
- A Genesys Upgrade: Upgrading your Genesys Customer Experience Platform to 8.5 or changing the hardware platform requires a full regression test. Why not upgrade routing at the same time?
- VOIP/SIP transition or PBX Replacement: This kind of initiative requires changes to routing anyway, so consider including Genesys Orchestration and Composer Routing too.
- Deploying new channels (email, chat, text, and others): Deploy them on Orchestration instead of IRD and only Universal Routing Server.
- Enabling customer journeys and personalization: Deploy this solution on a platform that will best enable this customer experience initiative by including Genesys Orchestration.
Routing is a key component to delivering omnichannel customer experience. If you are planning any of these projects, consider adding the routing component and transition to Genesys Orchestration to enable modern Genesys capabilities for delivering the consistent and personalized customer experience.
Transition from IRD to Composer with SWIFT™ Routing
The process of migrating doesn’t have to be costly and long. With SWIFT™ Routing, you can complete the transition in fewer than 90 days with a cost reduction of 25% to 75%, depending on the complexity of your requirements.
SWIFT™ Routing is a pre-built and tested solution based on requirements from thousands of projects Aria Solutions has implemented. This means that risks associated with the design, development, testing, and implementation phases are much reduced. See the comparison of risk and effort between SWIFT™ Routing and the typical custom routing approach:
SWIFT™ Routing enables quick deployment and allows you to jump right into configuring your routing strategy. All features can be easily configured by any group within the organization. Compared to other solutions on the market, SWIFT™ Routing doesn’t box you in.
SWIFT™ Routing, designed with Genesys-supported capabilities within Composer, uses applications such as Genesys Administrator Extension for configuration. If you decide to add only voice now, you can easily add email and chat later on. If SWIFT™ Routing doesn’t support everything you need, the routing solution can be customized as easily as a routing solution built from scratch.
Currently, SWIFT™ Routing is available in the United States and Canada only. Visit https://appfoundry.genesys.com/apps/51037 to learn more.
This Blog post is co-authored by Kelly Wilson and Jim Kraeutler.