OP05 - Titles and Canonical Info

Important

This information is shared by OP05 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 Open Media Routing	TBD		Open Platform	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When your customers call, they want to speak with someone who can fulfill their need quickly. If they encounter excessive wait times or are connected to people who don’t have the right expertise — resulting in unnecessary transfers, hold time, and repetition — your customer experience scores suffer.

Platform Solution: Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skill-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.

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

Canonical Sales Content

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Qualifying Questions

1. How easy is it for your customers to get repetitive or easy issues fixed?​
2. How often do your customers have first contact resolution?​
3. How often is a transfer required, due to agents’ experience or knowledge?​
4. What service level issues are you experiencing?​