SL22 - Titles and Canonical Info

Important

This information is shared by SL22 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 Call Routing for Sales	Route sales calls to the best skilled resources	Sales	Inbound	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When a sales lead calls, you have to classify and prioritize what sales representative gets it. Distributing incoming leads among sales reps needs to be flexible and match sales operation logic. Routing decisions need to be made in real time using multiple data points. If prospects are not connected to the best fit sales resource in real time they encounter unnecessary transfers, hold time, and repetition — resulting in loss of a potential sale.

Platform Solution: Automatically prioritize and route incoming sales calls to the best agent no matter geographical location or team structure using customizable skills-based routing features from Genesys.

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

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Canonical Sales Content

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Personas

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

Qualifying Questions

List of qualifying questions:

1. Are you concerned with abandoned calls due to a lack of available sales agents?

2. Is finding the best skilled agent with the appropriate expertise to close a sale challenging?

3. Are prospects constantly transferring from one agent to the next in search of the best resource to help?

4. Are you able to capture call results at the end of each sales call for reporting purposes?