EE23 - Titles and Canonical Info

Important

This information is shared by EE23 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 Advanced Text and Speech Analytics	Achieve deeper operational insights with speech and text Analytics	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals?

Platform Solution: Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending.

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	Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve net promoter score.
Improved Employee Utilization	Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
Increased Revenue	Accurately assign outcomes to interactions rather than relying on manual input.

High Level Flow

High Level Flow Steps

1. A customer initiates an interaction with the company
2. KPI workshop
3. Professional success discovery workshop
4. GIA measurements and reports are built
5. Improvement analysis solution implementation
6. Performance improvement is tracked

Data Sheet Image

Canonical Sales Content

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Personas

• Business Analyst
• Head of Contact Center(s)
• Head of Customer Experience

Qualifying Questions

1. Are you recording a portion or all of your voice calls and digital interactions?
2. If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?

Pain Points (Business Context)

• Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score
• Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources
• Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues
• Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made

Desired State - How to Fix It

• Understand the underlying causes of issues whether within the contact center or due to issues in the broader organization including products, processes, competition
• Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
• Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
• Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.