CE05 - Titles and Canonical Info

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Important
This information is shared by CE05 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 Preferred Agent Routing

Identify and route repeat contacts across channels

Customer Engagement

Inbound

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: With rapidly increasing amounts of interaction, it is hard for companies to recognize the most urgent customer requests and give them the right priority. This leads to customer frustration and higher operational costs. With a modern customer experience platform, this doesn’t have to be so difficult.

Platform Solution: Manage urgent conversations by considering context and history across all channels, and by increasing the routing priority of interactions or reaching out proactively to the customer.

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 Net Promoter Score Route to an expert with full context, or proactively contact the customer when applicable.
Increased Revenue Reduce churn and boost retention through nurturing — giving repeat contacts a higher priority level.
Reduced Handle Time Use enhanced context and preempt repeat inbound contacts by proactively providing information.

High Level Flow

High Level Flow Steps

  1. Customer attempts to contact a company multiple times
  2. Customer makes yet another attempt
  3. Business rules drive special handling of contact
  4. Contact given high priority, and distributed with full context
  5. Business Rules trigger proactive contact with follow-up information
  6. The customer issue is completely resolved

Data Sheet Image

CE05 - genesys preferred agent routing - header (2).png

Canonical Sales Content

Personas

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


Qualifying Questions

  1. How does your company know that the current caller has made multiple failed attempts to contact you within X timeframe?
  2. How do you manage repeat contacts from the same customer within X timeframe?
  3. Do they get a higher priority?

Pain Points (Business Context)

Desired State - How to Fix It


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