BO02-Email - Titles and Canonical Info

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Important
This information is shared by BO02-Email 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 Work Distribution

Optimizing work distribution across the enterprise to deliver all promises on time

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 a better way of distributing & managing work stored in disparate enterprise systems.

Platform Solution: Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Task Distribution pulls work from multiple systems and creates a single task list for prioritization and equitable assignment of work to available skilled resources.

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 Create a single task list that is prioritized and worked to meet service levels
Improved Employee Attrition Rate Apply business rules to multiple work items to ensure staff are assigned the right tasks, fairly. (Genesys Multicloud CX only)
Improved Employee Utilization Automate the assignment of a variety of tasks to available staff to increase productivity

High Level Flow

High Level Flow Steps

  1. Key attributes applied to tasks for classification (Genesys Multicloud CX only) and prioritization rules
  2. Prioritize Tasks in Universal queue
  3. Continuous monitoring of resource availability
  4. Distribute to most skilled resource and available resource

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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