BO01 - Titles and Canonical Info
Contents
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 Work Automation |
Extend journey orchestration to back-office workflows |
Business Optimization |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: In today's digital landscape, delivering seamless customer experiences is crucial for any organization's success. However, crafting a truly delightful experience goes beyond the initial interaction in the contact center. It requires a intentional approach, orchestrating both the customer interactions, originating in the contact center, and the back-office tasks, such as order fulfillment, account updates, and technical support, that ensure a positive outcome. Brands fail to meet these expectations if work falls through the cracks, leading to frustrated customers and inefficiencies within the organization. Employee morale can suffer with mounting workloads, while the business faces issues like low utilization, failed SLAs, high transfer rates, customer churn, lower sales, and poor visibility into overall performance. To address these challenges, organizations need a better way to orchestrate work from the first interaction in the contact center all the way through to resolution.
Platform Solution: Extend end-to-end journey orchestration to the back office. Provide a single pane of glass to agents for handle all work. Provide end-to-end observability and 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 | Personalize work item distribution based on customer context to help people faster while also constantly prioritizing, monitoring and escalating tasks to meet service levels. |
| Improved Employee Occupancy | Quickly and more intelligently distribute work into the hands of available agents to increase productivity. |
| Reduced Interaction Transfers | Use customer information to route work to the right resources the first time. |
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
- Do you experience frequent task transfer due to missing interaction context or competences
- Do you often fail promises or SLA delivery commitments?
- Are your teams working in silos without having possibility for automated resource sharing?
Pain Points (Business Context)
- Unable to measure and report on work completion, employee utilization or SLA adherence
- No visibility into task queues and backlogs
- Tasks split across CRM, ERP, BPM and other enterprise systems
- Employee’s cherry pick work
- Tasks are pulled rather than pushed to employees
- Unable to plan omnichannel resourcing to match peak online activity
Desired State - How to Fix It
- Single organizations level workitem list
- Automation of SLA Management
- Proactive Notification of task progress to customers and/or management
- Consolidated Employee Desktop with full context of the task inputs
- Equitable distribution of tasks across employee base
- Insights into workforce skills and proficiency
- Integrated quality and skills management of employees
- Plan and forecast resources per skill