EE19 - Titles and Canonical Info

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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:

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


Canonical Information

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

EE08 - genesys voice and screen recording - header (2).png

Canonical Sales Content

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


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