SL08 - Titles and Canonical Info

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This information is shared by SL08 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 Proactive Callback for Sales

Increase sales conversion rates by offering a callback



No draft

Not published

Canonical Information

Platform Challenge and Solution

Platform Challenge: Prospects and customers come to your website to research and buy, but sometimes they get lost or stuck in when trying to complete their purchase. This causes them frustration and leads to you losing sales.

Platform Solution: Proactively offer customers a callback based on their behavior on your website. You can offer callbacks in those areas where customers struggle, but only when you have staff available. This enables you to help your customers navigate buying options and complete purchases without needing to start from scratch.

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 Proactively helping close sales increases the likelihood of repeat purchases and recommendations.
Increased Revenue Offering to call customers with online shopping problems increases sales.
Reduced Handle Time Helping customers complete their online orders stops you needing to start it over again.

High Level Flow

High Level Flow Steps

  1. A customer is browsing on the website or mobile app
  2. System detects customer indecision
  3. Customer is proactively offered callback
  4. Skills based routing used to route customer to best available agent
  5. The agent and customer connect

Data Sheet Image

Canonical Sales Content


  • Head of Contact Center(s)
  • Head of Sales
  • Head of Sales Operations

Qualifying Questions

  1. Do you monitor prospect and customer online sales behaviors?
  2. Can you offer callbacks to prospects and customers based on their online behavior?
  3. Can you offer these callbacks based on your agent availability?

Pain Points (Business Context)

Desired State - How to Fix It

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