CE33 - Titles and Canonical Info
Contents
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 IVR to MicroApps |
Extend engagement with customers from voice to online with Genesys MicroApps |
Customer Engagement |
Self-Service and Automation |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Listening to and entering complex information on an IVR is challenging due to the limitations of DTMF and speech recognition input modes. This leads to low self-service rates, poor customer experience and higher cost to serve.
Platform Solution: Present users with the ability to switch from IVR to Visual IVR with context to complete their self-service interactions. This enables users to process information faster and more easily complete their tasks.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
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Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you want to reduce voice traffic?
- Do you want to increase identification rates on your IVR?
- Do you want to increase self-service?
Pain Points (Business Context)
Desired State - How to Fix It