CE20 - Titles and Canonical Info

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This information is shared by CE20 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 Personalized Digital Routing

Apply personalized routing to digital interactions

Customer Engagement


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: Customers expect to be connected with the best available agent, and for the agent to know their history and status from all communication channels — email, messaging, and chat. But if your interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated.

Platform Solution: Give customers hyper-personalized experiences by routing them to the best resource. Move beyond queue-based routing to improve customer satisfaction and reduce operational costs. Enable the best possible business outcome across every digital channel.

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 Increase satisfaction by using context and rules to reduce effort and personalize interactions.
Increased Revenue Improve up-sell and cross-sell conversion rates by routing to the best skilled agent.
Reduced Handle Time Determine intent and identity, and use context data and journey info to route requests to the best agent.

High Level Flow

High Level Flow Steps

  1. A customer is looking for information
  2. The customer sends a request on a digital channel.
  3. Based on customer journey and customer profile, value is determined
  4. The request is sent to the best available agent
  5. Agent sees full interaction and context in desktop

Data Sheet Image

CE20 - genesys personalized digital routing - header (2).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. Do you use Customer Context (including journey information) to determine request priority and personalize response?

Pain Points (Business Context)

  • Increasing competitive pressure
  • High purchase abandonment
  • Poor customer experience scores
  • Customers not recognized within and/or across channels
  • Calls with long handle times
  • Unable to connect to the best agent
  • Increasing online sale abandonment
  • Unable to use context
  • High customer churn
  • Increasing calls about web transactions, service and support
  • Unable to provide a personalized assisted service experience online

Desired State - How to Fix It

  • Recognize customers in all touchpoints
  • Recognize customers in all channels
  • Carry context and orchestrate interactions between channels
  • Reach out proactively to stop channel change
  • Proactively offer assistance through web chat
  • Proactively offer assistance through a scheduled call back
  • Enable web chat / click to call / callback / email or web form
  • Proactively engage valuable customers to offer web chat/ call back
  • Enable co-browse and provide specialist assistance

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