CE34 - Titles and Canonical Info

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This information is shared by CE34 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 Messaging

Offer a powerful new way for customers to connect with you directly in Messages

Customer Engagement


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.

Platform Solution: Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging 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 Seamless omnichannel experience
using single customer experience
platform on preferred channel
Improved Employee Utilization Reduced calls, self-service options
and agents can manage multiple
chat conversations simultaneously
Increased Revenue Increase revenue and reduce customer churn with improved resolution of business outcome.

High Level Flow

High Level Flow Steps

  1. Customer is looking for assistance
  2. Customer initiates a conversation on desktop or mobile device
  3. Chatbot captures context and intent
  4. - EITHER: Bot helps customer resolve request THEN Survey 
  5. - OR: transferred to agent for assistance THEN Agent resolves request

Data Sheet Image


Canonical Sales Content


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

Qualifying Questions

1.How do you plan to support new messaging channels that your customers demand?

2.Do you have support for Apple Business Chat or WhatsApp yet?

3.What is your company's app strategy? Do you offer mobile apps and what do they do? (this helps to assess potential for "deep linking"?

4.What are your competitors doing with messaging?

Pain Points (Business Context)

  • Customers will demand and expect messaging channels. If companies do not support it quickly, they can lose out to competitors who offer it
  • Difficult to support increasing number of digital channels
  • Unable to share context across channels
  • Agents are unable to manage conversations across channels in single desktop interface
  • Potential for customer frustration and long resolution times
  • Cannot manage a complete interaction within single channel
  • Voice channel can be inconvenient for consumers

Desired State - How to Fix It

  • Enable feature-rich conversations across messaging channels
  • Enable end-to-end encrypted conversation via WhatsApp
  • Provide agents with complete contextual customer information
  • Allow agents to handle messaging conversations within the same desktop interface and infrastructure as other contact channels without major retraining on new tools
  • Enable intelligent bots for automated interactions
  • Enable asynchronous conversations that are convenient for the consumer

Retrieved from "https://all.docs.genesys.com/CE34/Canonical (2022-05-25 10:47:12)"