CE19 - Titles and Canonical Info

Important

This information is shared by CE19 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Social Media Routing	Engage with your customers through social channels	Customer Engagement	Digital	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: As the volume of social network interactions continues to escalate, it’s clear that simply throwing more people onto Twitter and Facebook is not a sustainable solution — there needs to be a new evolution to a scalable model for managing social engagement.

Platform Solution: Monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically routing social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.

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	Provide consistent CX across social networks by providing agents customer info and social context.
Improved Employee Utilization	Deliver interactions to the best available resource with escalation to other channels when needed.
Increased Revenue	Increase revenue and reduce customer churn with improved resolution of business outcome.

High Level Flow

High Level Flow Steps

1. A customer is looking for information
2. Customer sends a post on Facebook or twitter request
3. The request is sent to the best available agent
4. Agent sees full interaction and context in desktop
5. The agent responds

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1. Do you manage your customers’ social interactions in silos?
2. Can you connect a social customer to the right skilled resource anywhere in your business?
3. What social networks does your brand use to interact with customers?

Pain Points (Business Context)

• Increasing calls related to service and support
• Website not offering online service and support or providing the information customers need
• Customer having to queue for a long time
• Customer having to call multiple times resulting in repeat contacts
• Missed service levels
• Inconsistency in responses
• Unable to connect to the best agent

Desired State - How to Fix It

• Enable chat on website
• 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