CE02 - Titles and Canonical Info

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This information is shared by CE02 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 Routing

Apply personalized routing to voice interactions

Customer Engagement


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: When your customers call, they expect you to know who they are. If they are connected to employees who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time — your customer experience scores suffer.

Platform Solution: Create an effortless experience by recognizing a repeat customer and prioritizing a connection to the same agent who previously served them. Offer expected wait times and the convenience of self-service or a call back. Genesys Personalized Routing uses context-based routing to direct calls to the best resource.

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 Recognizing a customer and reducing their effort leads to improved satisfaction scores.
Increased Revenue Using value-based routing and prioritization of repeat callers helps you to increase revenue.
Reduced Handle Time Matching a customer with their previous or best equipped agent, with context, reduces handle time.

High Level Flow

High Level Flow Steps

  1. A customer decides to call the company
  2. Announcements are played, and customer information is collected
  3. Check availability of the last agent who served the customer
  4. If previous agent is not available, expand primary target based on customer context
  5. Customer hears Expected Wait Time, and/or personalized announcements
  6. Wait time is long, so customer is queued for a secondary target group
  7. Customer hears updated Expected Wait Time
  8. The customer is connected to a skilled agent who has journey history

Data Sheet Image


Canonical Sales Content


  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Operations

Qualifying Questions

  1. When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?
  2. Would it positively impact customer satisfaction scores if repeat callers were matched with the same agent?
  3. Are you able to assign repeat calls a higher priority?

Pain Points (Business Context)

  • Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
  • Calls with long handle times, with customers having to recap previous interactions
  • Missed service levels within or across channels
  • Increasing interaction abandonment and repeat contacts

Desired State - How to Fix It

  • Offer self-service and call back options
  • Inform customers of expected wait/process times

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