BO01 - Titles and Canonical Info

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Important
This information is shared by BO01 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Task Import-Batch

Batch process of tasks from files

Business Optimization

Digital

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need to quickly move from spreadsheets to a better way of distributing and managing work.

Platform Solution: Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Speed access to automation of work assignments and priorities to consistently meet service levels.
Improved Employee Utilization Quickly get work into the hands of available staff to increase productivity.
Reduced Employee Attrition Rate Get up and running quickly so you can employ business rules to ensure staff are treated fairly.

High Level Flow

Info needed

Data Sheet Image

Canonical Sales Content

Personas

  • Head of Business Units
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?

Pain Points (Business Context)

Desired State - How to Fix It

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