CE30 - Titles and Canonical Info

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Important
This information is shared by CE30 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 Routing for Branch Offices

Centralize routing of calls for branch office, point of sale, or any location

Customer Engagement

Inbound

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: You work hard to build strong customer relationships. So when your most valuable or loyal customers call, it makes sense to connect them with employees who can help best — regardless of location. If your IVR can’t direct calls based on customer value, you can’t deliver a truly VIP experience.

Platform Solution: Create more personalized experiences from the start. Use Genesys advanced routing functionality to prequalify callers, present different prompts and direct calls to the right place — self-service, voicemail, the contact center, a branch employee, or a personal advisor — based on customer value.

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 Routing customers based on context and value makes a more personalized experience.
Increased Revenue Connecting callers to the best-fit agent improves collections, cross-sell, up-sell and close rates.
Reduced Interaction Transfers Cut unnecessary transfers by using customer data and context to tailor options and route calls.

High Level Flow

High Level Flow Steps

  1. A customer places a call to a branch office
  2. The customer enters user-specific information
  3. Customer and routing options are based on customer value
  4. High-value customers are routed to a branch employee
  5. Other customers are routed to self-service, voicemail, or the contact center
  6. Every customer receives personalized service

Data Sheet Image

Canonical Sales Content

Personas

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


Qualifying Questions

  1. How do you correlate customer value to the options presented to customers when they call?
  2. When customers call one of your branch offices, how do you know each call is handled optimally?
  3. What options do you provide your customers to speak with someone in a particular location?

Pain Points (Business Context)

Desired State - How to Fix It


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