SL05 - Titles and Canonical Info

Important

This information is shared by SL05 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 Lead Engagement	Enrich, prioritize and distribute missed conversion opportunities	Business Optimization	Sales	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: You need your team to get more conversions in less time. But when leads don’t get to the right rep in real time, or have assigned value, priority or customer context, it’s hard for that rep to successfully convert. And missed conversions mean missed revenue opportunities.

Platform Solution: Create a single, global task list that automatically organizes, prioritizes and routes captured leads (with context) to the best qualified rep anywhere in your company. Eliminate “cherry-picking” and misrouting, so reps can process leads faster and more efficiently, for better resource planning and conversion rates.

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 Utilization	Prioritizing leads combined with continuous push distribution makes the most of available resources.
Improved Net Promoter Score	Offering to assist a customer who has abandoned an online process improves satisfaction scores.
Increased Revenue	“Push” routing helps sales reps follow-up quickly with captured leads, improving conversion rates.

High Level Flow

High Level Flow Steps

1. New lead created in source systems, such as the web site
2. Genesys captures leads from various source systems
3. Genesys applies lead and account attributes for scoring and prioritization
4. Genesys continuously searches for the most appropriate and available resource
5. Routing can be based on continuous prioritization of lead scores, recentness and value
6. If resource available, lead routed to the desktop with customer context from source system

Data Sheet Image

Canonical Sales Content

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Personas

• Head of Ecommerce
• Head of Sales
• Head of Sales Operations

Qualifying Questions

1. Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
2. Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
3. Are you interested in improving conversion rates through automation and contact center routing practices?

Pain Points (Business Context)

• No visibility into lead queues and backlogs
• Employees cherry pick work
• Leads are not handled by employees in time and may get lost
• Leads are pulled rather than pushed to employees
• Unable to plan omni-channel resourcing to match peak online activity
• Unable to measure and report on employee utilization

Desired State - How to Fix It

• Single global list of tasks (both real-time and offline)
• Real time and continuous prioritization of leads
• Automation of SLA Management
• Consolidated Employee Desktop with full context of the lead
• Equitable distribution of leads across employee base
• Insights into workforce skills and proficiency