EE19 - Titles and Canonical Info

Important

This information is shared by EE19 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 Compliance Certification	Deploy enterprise wide certification programs and fulfill regulatory compliance	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Companies struggle to effectively certify employees and comply with regulatory requirements.

Platform Solution: Easily build, change, and manage employee certification, and report results across all your resources.

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	Improve customer experience with confident and correct information.
Reduced Administration Costs	Reduce manual effort associated with mandatory training.
Reduced Penalties and Fines	Gain visibility and ensure completion of mandatory training to meet regulatory requirements.

High Level Flow

High Level Flow Steps

1. Create certification assessments
2. Agents take the certification assessments
3. Collate the assessment results
4. Update the certification report

Data Sheet Image

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Compliance
• Head of Customer Service

Qualifying Questions

1. Would you tell me about your regulatory reporting process?
2. How do you go about certifying your employees?
3. Would you please share the effort and cost that comes from managing regulatory compliance?

Pain Points (Business Context)

• Challenges to complying with regulatory requirements
• Unable to deliver Employee Certification Programs and track progress
• Time intensive and high operating cost for compliance

Desired State - How to Fix It

• Ability to measure and report compliance to regulatory bodies with ease
• The ability to easily build, change and manage an employee certification program and track individual employee progress
• Quickly and cost effective deploy a compliance program across the enterprise