CE16 - Titles and Canonical Info

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This information is shared by CE16 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 Email Routing

Route email interactions to the best skilled resource

Customer Engagement


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.

Platform Solution: Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.

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 Customers enjoy a faster, more personalized experience through their preferred channel.
Improved First Contact Resolution Routing emails to the best-fit agent ensures the right skills for faster resolution.
Reduced Handle Time Email automation tools increase agent productivity for faster handling of email interactions. 

High Level Flow

High Level Flow Steps

  1. A customer is looking for information
  2. The customer sends an email
  3. The request is sent to the best available agent
  4. The agent sees the full email context in desktop

Data Sheet Image

CE16 - Genesys Email Routing.png

Canonical Sales Content


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

Qualifying Questions

  1. Do you manage your customers’ interactions in silos?
  2. Can you connect a customer to the right skilled resource anywhere in your business?
  3. Are your emails delivered using group email boxes?

Pain Points (Business Context)

  • Increasing calls related to online service and support
  • Customer having to call multiple times resulting in repeat contacts
  • Website not offering or providing the right information or online service and support
  • Customer having to queue for a long time resulting in missed service levels
  • Inconsistency in responses
  • Unable to connect to the best agent
  • Unable to provide a personalized assisted service experience
  • Too hard to get the right information for the customer
  • Poor customer experience scores

Desired State - How to Fix It

  • Enable email on web site
  • Recognize customers
  • Understand intent and sentiment
  • Deliver personalized response
  • Leverage standard response library when needed
  • Meet SLA
  • Provide agents with complete contextual customer information to improve efficiency

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