BO11 - Titles and Canonical Info

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This information is shared by BO11 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 Dynamic Case Management

Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation.

Business Optimization


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.

Platform Solution: Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process improvement, improved visibility, and faster case resolution with back-office automation and a single user interface for case 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 Delivery of committed tasks on time and providing better quality answers due to better matching skills
Improved Insights and Visibility Providing additional case and task information to gain insights and visibility into the performance across the end to end process.
Reduced Penalties and Fines Drive work to be resolved prior to breaching the service level, legal, operational or contractural obligations and optimize the use of your resources

High Level Flow

High Level Flow Steps

  1. A customer/employee is browsing the company website, or a customer is calling Customer Service.
  2. A case is created either via a webform by the customer, a front-line agent on a customer call or via a backend system.
  3. An automated email is sent to the customer, based on the provided email address, to confirm the case is now created.
  4. After the case starts, a new task is created and sent to a workgroup or an employee based on ACD properties such as skill, priority, etc.
  5. An employee picks up the work, where in their client application the Task form is shown, for the Advisor to provide all information needed to complete the task
  6. If the employee can resolve the task, they will close the task and send an automated email to the customer. If the employee cannot resolve the task, they can escalate it to an individual expert or expert group. If the expert or expert group can resolve the task, it will be closed. Optionally it can be sent back to the employee for review. An automated email is sent to the customer.

Data Sheet Image

BO11 - genesys dynamic case management - Header.png

Canonical Sales Content


  • Chief Digital Officer
  • Head of Customer Experience
  • Head of Customer Service

Qualifying Questions

  1. Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails?
  2. Is your workload repeatable with low level of exceptions (each task is handled absolutely same way with nearly no expectations in the process)?
  3. Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day?
  4. Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task)?
  5. Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process)?
  6. Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload?

Pain Points (Business Context)

  • Increasing calls related to online service and support
  • Increasing repeat contacts
  • Customer having to queue for a long time

Desired State - How to Fix It

  • Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed.
  • Provide Employees with complete contextual customer information

Retrieved from " (2023-06-08 17:35:47)"
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