CE14 - Titles and Canonical Info

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Important
This information is shared by CE14 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 Proactive Contact

Use customer information to personalize notifications

Customer Engagement

Outbound

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: Customers expect to stay informed with proactive notifications sent through their preferred channels such as SMS, email, and voice. Notifications that aren’t timely and relevant are ignored or not trusted by the recipient. This eventually leads to a costly and preventable agent-assisted interaction.

Platform Solution: Delivering proactive notifications to communicate contextual, relevant, and timely information builds trust and increased satisfaction with customers which improves brand loyalty. And by handing potential issues proactively, low-value inbound interactions are eliminated which decreases operational costs.

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 75% of customers have improved experiences after receiving timely and helpful updates.
Increased Response Rates 5% improvement in NPS scores.
Reduced Customer Churn 40% of companies see higher satisfaction due to proactive customer communication.

High Level Flow

High Level Flow Steps

  1. A customer is interacting with the company
  2. The interaction is abandoned
  3. Customer intent identified
  4. Business rules trigger proactive follow-up and identify best/preferred channel...
  5. Customer record added to an ongoing outbound campaign
  6. Company proactively contacts the customer

Data Sheet Image

Canonical Sales Content

Personas

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


Qualifying Questions

  1. What situations create your top abandoned interactions?
  2. What percent of your abandoned interactions do follow-up with another communication?
  3. What Outbound channels are you using?

Pain Points (Business Context)

Desired State - How to Fix It


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