CE04 - Titles and Canonical Info

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This information is shared by CE04 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 Skype for Business

Engage across the broader enterprise using Skype for Business instant messaging

Customer Engagement


No draft

Not published

Canonical Information

Platform Challenge and Solution

Platform Challenge: Engaging with customers who want to use new voice channels like Microsoft Skype for Business can be difficult without introducing new teams and a separate technology silos.

Platform Solution: Integrating Skype for Business into your main contact center routing environment and routing calls into your usual sales and customer service teams stops the silos.

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 Increased first call resolution rate and improved Net Promoter Score. Use priority tuningto gradually increase priority levels over timeto ensure that customer calls are handledwithin their service level
Improved Employee Utilization Route Skype for Business voice interactions to the best-fit agent to handle requests. Use a virtualized agent pool to maximize resources.
Increased Revenue Increase revenue by properly routing Skype for Business calls to agents who are best at cross-selling and up-selling.

High Level Flow

High Level Flow Steps

  1. A customer calls using Skype for Business
  2. The customer selects an agent from self-service
  3. The customer is queued for an agent through skilled based routing
  4. The queue targets are expanded andthe priority is escalated
  5. The customer is connected to an agent

Data Sheet Image

EE18 - genesys performance based routing - header (2).png

Canonical Sales Content


  • Chief Digital Officer
  • Head of Contact Center(s)
  • Head of Customer Experience

Qualifying Questions

  1. Do you give customers self-service option for easy inquiries and updates?
  2. Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
  3. Are you meeting service levels across your business?

Pain Points (Business Context)

  • Customers are unable to get complex problems resolved on their first contact
  • Agents cannot be experts in all areas and sometimes need to consult with an expert, resulting in long hold times or a return call to the customer
  • Poor customer experience scores due to excessive wait times, transfers, hold times, and the need for ​ repeat contacts
  • Agents are unable to transition between voice, instant messaging, and video as needed to handle each inquiry in the most expedient manner

Desired State - How to Fix It

  • Customers are able to get resolution to complex problems in a single contact.
  • Agents have the ability to quickly locate and consult with an available expert, successfully resolving customers’ issues in the initial contact
  • Agents are able to merge the customer and expert in a 3-way consultation when needed, whether voice, IM, or video

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