BO02 - Titles and Canonical Info

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Important
This information is shared by BO02 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 and Lead Distribution

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

Business Optimization

Digital

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: You need a better way of distributing & managing work stored in disparate enterprise systems.  You need your team to get more conversions in less time. When work or leads are not automatically distributed to the best available skilled resource, the result is a negative impact to customer promises, workloads, SLAs, churn, and sales conversions.

Platform Solution: Automate the distribution of work and leads to improve productivity and enhance the overall interaction experience. Genesys pulls work from multiple systems to create a single list, then automatically categorize, prioritizes, and routes work and captured leads to the best qualified employee anywhere in your company.  Eliminate “cherry-picking” and misrouting to process work and leads faster and more efficiently for better resource planning, equitable work assignment, and conversion rates.

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 Employee Utilization Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity.
Increased Revenue Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates.
Reduced Employee Attrition Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only)

High Level Flow

Info needed

Data Sheet Image

B002.jpg

Canonical Sales Content

Personas

  • Head of Business Units
  • Head of Customer Experience
  • Head of Customer Service
  • Head of Ecommerce
  • Head of Sales
  • Head of Sales Operations


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?
  4. Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
  5. Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
  6. Are you interested in improving conversion rates through automation and contact center routing practices?

Pain Points (Business Context)

  • Unable to measure and report on employee utilization
  • No visibility into work item queues and backlogs
  • Work items split across CRM, ERP, BPM, and other enterprise systems
  • Employee’s cherry pick work and leads, items pulled rather than pushed to employees
  • Unable to plan omnichannel resourcing to match peak online activity
  • Leads are not handled by employees in time and may get lost
  • Unable to plan omnichannel resourcing to match peak online activity
  • Unable to measure and report on employee utilization


Desired State - How to Fix It

  • Single global task list (both real time and offline)
  • Real-time and continuous prioritization of work
  • Automation of SLA Management
  • Consolidated Employee Desktop with full context of the work item or lead
  • Equitable distribution of work items or sales leads across employee base
  • Insights into workforce skills and proficiency


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