OP07 - Titles and Canonical Info
Contents
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 UCC Third-Party Integration |
Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms. |
Open Platform |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Agents work in many different, disconnected systems. Each toggle or change in device adds more time and more friction in the employee experience.
Platform Solution: A single user experience that brings together the contact center and the back-office. From within Genesys Cloud CX, agents can search the organization directory, view contact information and status of users, click-to-call or warm transfer if need be.
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 Employee Productivity | Reduced friction in the agent experience while helping them to be more efficient, engaged and productive. |
| Improved Employee Satisfaction | Easy collaboration and communication between agents and subject matter experts across the company in real-time |
| Improved First Contact Resolution | Improve first contact resolution, drive personalized experiences and build customer loyalty. |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Head of Business Units
- Head of IT Infrastructure
- IT Administrator
Qualifying Questions
- What UC solution are you considering or using today?
- Do you need a single, holistic UC solution for your entire business?
- Does the Contact Center operate independently of the rest of the organization?
Pain Points (Business Context)
Agents don’t have easy access to everything or everyone they need when they need them. They may not know which colleague can help with an issue, when he or she is available, and/or how to share relevant context for collaboration.
Agents are less productive, and the end customer may not get issues resolved as quickly.
Desired State - How to Fix It
Search within Genesys Cloud CX for collaboration solution contacts, information and presence
Transfer interactions between Genesys Cloud CX and collaboration tool with click-to-call (compared to DID)
Enable calling between telephony and digital platforms without incurring additional telephone charges
Enable calling with your existing Bring Your Own Carrier (BYOC) and BYOC-premises capabilities
Support call transfer, recording and analytics — like all other BYOC voice interactions