CE10 - Titles and Canonical Info
Contents
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 Multimodal IVR |
Present your customers with a visual way to complete or complement voice interactions |
Customer Engagement |
Self-Service and Automation |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Listening to and entering complex information on an IVR is challenging due to the limitations of DTMF and speech recognition input modes. This leads to low self-service rates, poor customer experience and higher cost to serve.
Platform Solution: Present and capture complex information visually on a smartphone app whilst keeping the IVR call open. This enables users to process information faster and more easily complete their task. Finally, it also enables users to transfer to a live agent if necessary, passing context to the agent.
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 | Enables users to complete tasks faster and more efficiently. |
| Improved First Contact Resolution | Present users with personalized menus and options based on context. |
| Reduced Handle Time | Capturing complex information visually will reduce IVR dropouts and increase self-service. |
High Level Flow
High Level Flow Steps
- Customer calls your company to update his address
- In the IVR, the customer is asked if he is on a smartphone and would like to enter his address from there
- Customer accepts
- A text message is sent
- Customer clicks link in text and is brought to mobile webpage
- Customer can enter new address
- Completes transaction (via voice or transfer to agent if needed)
Data Sheet Image
Canonical Sales Content
Personas
- Chief Information Officer
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you want to increase identification rates on your IVR?
- Do you want to increase self-service?
- Do you want to reduce default routing?
Pain Points (Business Context)
- Increasing pressure from competitors to provide better CX
- Technology siloes create a disconnected customer experience
- Customers not recognized within and/or across channels resulting in high customer churn or purchase abandonment
- Increased numbers of incoming calls with long handle time
- Poor speech recognition rates leading to abandonment or default routing
Desired State - How to Fix It
- If complexinputs/outputs arerequired, the caller is offered the option to use visual smart phone capabilities to continue
- If accepted, the caller can self-serve and move to the next step in the dialog (Voice or Visual)
- If the customer does not accept, they may continue with voice only