BO04 - Titles and Canonical Info

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Important
This information is shared by BO04 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 Personalized Task Distribution

Push tasks to workers' personal queues based on multiple data sources

Business Optimization

Digital

No draft


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 and managing work based on customer and other data.

Platform Solution: Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.

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.
Improved Employee Utilization More intelligently distribute tasks to available staff to increase productivity.
Reduced Interaction Transfers Use customer information to route work to the right resources the first time.

High Level Flow

High Level Flow Steps

  1. Source Systems identified and key attributes defined and related to Genesys
  2. Tasks are captured from source systems and passed to Genesys with key attributes
  3. Genesys consumes captured tasks, and applies key attributes
  4. Ready to use key attributes to apply classification and prioritization rules

Data Sheet Image

B004.jpg

Canonical Sales Content

Personas

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


Qualifying Questions

  1. Do you experience frequent task transfer due to missing interaction context or competences
  2. Do you often fail promises or SLA delivery commitments?
  3. 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 global task list (both real-time and offline)
  • Real time and continuous prioritization of task
  • 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


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