View table: SMART_Canonical

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Table structure:

  • ID - String
  • PlatformSolution - Wikitext
  • PlatformChallenge - Wikitext
  • Benefits - Wikitext
  • HighLevelFlow - File
  • HighLevelFlowLucid - String
  • HighLevelFlow_Steps - Wikitext
  • BuyerPersonas - Text
  • QualifyingQuestions - Wikitext
  • DataSheetImage - File
  • DataSheetImageURL - String
  • PainPoints - Wikitext
  • DesiredState - Wikitext

This table has 115 rows altogether.

Page ID PlatformSolution PlatformChallenge Benefits HighLevelFlow HighLevelFlowLucid HighLevelFlow Steps BuyerPersonas QualifyingQuestions DataSheetImage DataSheetImageURL PainPoints DesiredState
BO01/Canonical BO01 Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management. Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need to quickly move from spreadsheets to a better way of distributing and managing work. https://www.lucidchart.com/documents/edit/266a27aa-fb15-47f9-9047-c03355d4362c/0 Head of Business Units, Head of Customer Experience, Head of Customer Service
  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?
BO02-Email/Canonical BO02-Email Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Task Distribution pulls work from multiple systems and creates a single task list for prioritization and equitable assignment of work to available skilled resources. Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way of distributing & managing work stored in disparate enterprise systems. https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0 Head of Business Units, Head of Customer Experience, Head of Customer Service
  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?
BO02/Canonical BO02 Automate the distribution of work and leads to improve productivity and enhance the overall interaction experience. Genesys pulls work from multiple systems to create a single list, then automatically categorize, prioritizes, and routes work and captured leads to the best qualified employee anywhere in your company.  Eliminate “cherry-picking” and misrouting to process work and leads faster and more efficiently for better resource planning, equitable work assignment, and conversion rates. You need a better way of distributing & managing work stored in disparate enterprise systems.  You need your team to get more conversions in less time. When work or leads are not automatically distributed to the best available skilled resource, the result is a negative impact to customer promises, workloads, SLAs, churn, and sales conversions. e37522ca-a290-4714-ae77-4f7518813b08 Head of Business Units, Head of Customer Experience, Head of Customer Service, Head of Ecommerce, Head of Sales, Head of Sales Operations
  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?
  4. Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
  5. Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
  6. Are you interested in improving conversion rates through automation and contact center routing practices?
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  • Unable to measure and report on employee utilization
  • No visibility into work item queues and backlogs
  • Work items split across CRM, ERP, BPM, and other enterprise systems
  • Employee’s cherry pick work and leads, items pulled rather than pushed to employees
  • Unable to plan omnichannel resourcing to match peak online activity
  • Leads are not handled by employees in time and may get lost
  • Unable to plan omnichannel resourcing to match peak online activity
  • Unable to measure and report on employee utilization


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


BO03/Canonical BO03 Make it easy for employees to see and select relevant work to make them more productive and enhance the employee and customer experience. Genesys Task Distribution - Workgroup places work into work bins so employees with certain skills can easily pick tasks to complete. Auto-escalation ensures service levels are met. Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way to make work available to staff and manage tasks waiting to be handled. 8a59c53b-b580-4bae-bcd9-4f6ed0c25262 Head of Business Units, Head of Customer Experience, Head of Operations
  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?
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  • Unable to measure and report on employee utilization
  • Labor laws or business processes prevent direct distribution to agents
  • No visibility into work item queues and backlogs
  • Work items split across CRM, ERP, BPM and other enterprise systems
  • Employee’s cherry pick work
  • Unable to plan omni-channel resourcing to match peak online activity
  • Single global task list (both real-time and offline)
  • Real time and continuous prioritization of work
  • Automation of SLA Management
  • Consolidated Employee Desktop with full context of the work item inputs
  • Equitable distribution of work items across employee base
  • Insights into workforce skills and proficiency
BO04/Canonical BO04 Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions. Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way of distributing and managing work based on customer and other data. e48fa659-0d5f-4152-9a9c-8f04838d1437 Head of Business Units, Head of Customer Experience, Head of Customer Service
  1. Do you experience frequent task transfer due to missing interaction context or competences
  2. Do you often fail promises or SLA delivery commitments?
  3. Are your teams working in silos without having possibility for automated resource sharing?
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  • Unable to measure and report on work completion, employee utilization or SLA adherence
  • No visibility into task queues and backlogs
  • Tasks split across CRM, ERP, BPM and other enterprise systems
  • Employee’s cherry pick work
  • Tasks are pulled rather than pushed to employees
  • Unable to plan omnichannel resourcing to match peak online activity
  • Single global task list (both real-time and offline)
  • Real time and continuous prioritization of task
  • Automation of SLA Management
  • Proactive Notification of task progress to customers and/or management
  • Consolidated Employee Desktop with full context of the task inputs
  • Equitable distribution of tasks across employee base
  • Insights into workforce skills and proficiency
  • Integrated quality and skills management of employees
  • Plan and forecast resources per skill
BO05/Canonical BO05
BO06/Canonical BO06 Genesys Predictive Routing works in real-time, using AI to analyze 100s of data points to discover patterns to match customers to the best agents. With Genesys Predictive Routing, contact centers can improve customer experiences, grow revenue, improve efficiency, and optimize for important KPIs. Today’s contact centers generate large volumes of data and have outgrown legacy skill and queue-based routing for matching customers and agents. It is almost impossible to optimize for metrics such as First Call Resolution (FCR) or Average Handling Time (AHT) because thousands of if-then rules have to be built and managed. 6bc7a3f3-9bab-4383-8fc8-4872d2740326 Chief Data Officer, Head of Business Units, Head of Contact Center(s) 1.Can your existing routing strategy predict the best available agent to increase revenue or reduce AHT or improve FCR?


2.Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?


3.Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?

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  • Frustrated customers or repeat interactions – increased number of transfers to identify the right person to resolve the issue
  • Resource inefficiency and high costs – unable to identify the right agent to quickly solve the issue
  • Reduced employee satisfaction – employees don’t feel empowered and managers are unable to identify the right training opportunities
  • Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve First Contact Resolution
  • Employ continuous learning by feeding back actual outcomes to update predictive models
  • Managers can gain insights to help identify root causes and employee training opportunities
  • Managers can view reports identifying attributes that influence KPI
  • A/B testing methodologies can be applied to evaluate lift
  • Deep integration with Genesys routing and orchestration
BO07/Canonical BO07 Improve the customer and employee experience by giving business users a full view into real-time agent and workgroup activity and tools to take timely action. Genesys KPI Insights monitors performance against operational goals and provides simple filtering, drill-down and reporting to address service issues in a snap. You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer. dce4d5bb-8dba-406a-8ae5-174ab6c52e05 Business Analyst, Head of Contact Center(s), Head of IT Infrastructure
  1. Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?
  2. Can you see how many customers attempted self service but opted out? Do you know why they called in the first place? (Available in PureConnect 1H2019)
  3. Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers)
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  • Limited data and reports – missing relevant business data and inconsistent data across channels
  • Limited capabilities – business users unable to easily filter reports, sort or create agent and workgroup reports leveraging business data
  • Reliance on IT - busienss users unable to take or automate action in a timely manner
  • Agent Performance - Inability to identify the root cause to take appropriate and timely actions
  • SLA drops - Inability to identify the root cause to take appropriate and timely actions
  • Make informed decisions based on business outcomes
  • Provide end-to-end visibility into your business performance with consistent relevant business data across channels
  • Allow business users to take actions in a timely manner with easily filter reports, sort or create agent and workgroup reports leveraging business data
  • Set thresholds on various KPIs to monitor and take timely actions
  • Wide range of agent and workgroup dashboards with relevant business data
BO11/Canonical BO11 Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process improvement, improved visibility, and faster case resolution with back-office automation and a single user interface for case management. Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated. 47d56d9d-941f-4f76-bba2-1ed54979b9dc Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails?
  2. Is your workload repeatable with low level of exceptions (each task is handled absolutely same way with nearly no expectations in the process)?
  3. Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day?
  4. Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task)?
  5. Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process)?
  6. Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload?
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  • Increasing calls related to online service and support
  • Increasing repeat contacts
  • Customer having to queue for a long time
  • Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed.
  • Provide Employees with complete contextual customer information
CE01/Canonical CE01 Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world. When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale.    8ac2b6a1-e316-4f2f-92b5-9c157029e698 Head of Customer Experience, Head of Customer Service, Head of Marketing Operations 1.     How easy is it for your customers to get repetitive or easy issues fixed?

2.     Are you concerned with abandoned calls due to a lack of available sales representatives?

3.     How often do your customers have first contact resolution?

4.     How often is a transfer required, due to representatives’ experience or knowledge?

5.     What service level issues are you experiencing?

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  • Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​not have needed expertise, and the need for repeat contacts
  • High staffing costs to meet service levels
  • Inefficient use of agents who are responding to simple inquiries or requests
  • Inability to use context of previous interactions to optimize each customer call


  • Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
  • As customers wait in queue, remove skill requirements to expand the pool of available agents
  • Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting


CE02/Canonical CE02 Create an effortless experience by recognizing a repeat customer and prioritizing a connection to the same agent who previously served them. Offer expected wait times and the convenience of self-service or a call back. Genesys Personalized Routing uses context-based routing to direct calls to the best resource. When your customers call, they expect you to know who they are. If they are connected to employees who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time — your customer experience scores suffer. c1ead22e-ae68-47ee-8c0b-780473a93ca8 Head of Contact Center(s), Head of Customer Experience, Head of Operations
  1. When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?
  2. Would it positively impact customer satisfaction scores if repeat callers were matched with the same agent?
  3. Are you able to assign repeat calls a higher priority?
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  • Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
  • Calls with long handle times, with customers having to recap previous interactions
  • Missed service levels within or across channels
  • Increasing interaction abandonment and repeat contacts
  • Offer self-service and call back options
  • Inform customers of expected wait/process times
CE03/Canonical CE03 An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff. When callers wait in long queues, customer frustration with your brand goes up right along with your abandonment rate. However, always keeping staff at peak performance level is costly and inefficient. You need a way to distribute calls during peak times to meet your service levels and keep callers happy. 9481a37b-caa7-4c20-a48e-39edb798ce22 Chief Information Officer, Contact Center Supervisor / Manager, Head of Customer Experience
  1. What is your abandonment rate during peak periods of activity?
  2. What alternatives do you offer customers who've been on hold a while?
  3. What does it cost you to maintain staff levels for high-activity times versus less active times?
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  • Long queue times lead to abandons and missed service levels
  • High staffing costs in order to have resources available for peak periods
  • Unable to obtain view of operational performance through reporting & analytics
  • Customer dissatisfaction with long waits and lack of options
  • When caller requests agent assistance from IVR, the queue times are dynamically checked
  • When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
  • Caller can choose to accept or reject the callback option
  • When accepted, the callback is registered in the queue
  • When the callback reaches the top of the queue, it is assigned to an available agent.
CE04/Canonical CE04 Integrating Skype for Business into your main contact center routing environment and routing calls into your usual sales and customer service teams stops the silos. Engaging with customers who want to use new voice channels like Microsoft Skype for Business can be difficult without introducing new teams and a separate technology silos. 8105310d-0632-4de2-bfb0-bb57d3131458 Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
  1. Do you give customers self-service option for easy inquiries and updates?
  2. Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
  3. Are you meeting service levels across your business?
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  • Customers are unable to get complex problems resolved on their first contact
  • Agents cannot be experts in all areas and sometimes need to consult with an expert, resulting in long hold times or a return call to the customer
  • Poor customer experience scores due to excessive wait times, transfers, hold times, and the need for ​ repeat contacts
  • Agents are unable to transition between voice, instant messaging, and video as needed to handle each inquiry in the most expedient manner
  • Customers are able to get resolution to complex problems in a single contact.
  • Agents have the ability to quickly locate and consult with an available expert, successfully resolving customers’ issues in the initial contact
  • Agents are able to merge the customer and expert in a 3-way consultation when needed, whether voice, IM, or video
CE05/Canonical CE05 Manage urgent conversations by considering context and history across all channels, and by increasing the routing priority of interactions or reaching out proactively to the customer. With rapidly increasing amounts of interaction, it is hard for companies to recognize the most urgent customer requests and give them the right priority. This leads to customer frustration and higher operational costs. With a modern customer experience platform, this doesn’t have to be so difficult. https://www.lucidchart.com/documents/edit/00e4ff88-0e23-4a50-99cf-dbac7d9e423f/0 Chief Data Officer, Head of Customer Experience, Head of Customer Service
  1. How does your company know that the current caller has made multiple failed attempts to contact you within X timeframe?
  2. How do you manage repeat contacts from the same customer within X timeframe?
  3. Do they get a higher priority?
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CE07/Canonical CE07 Cut out time-consuming identification steps with a simple, automated caller ID. Genesys Customer Authentication integrates with your customer database to identify callers by their phone number. This context is passed across channels — so you can identify, verify and proactively greet customers, without repetition. Most IVRs require your customers to manually enter their information each time they call. Customers typically have to supply that information again when they’re connected with an agent or transferred — leading to longer handle times, higher purchase abandonment and poor customer experience scores. 10ffc237-4b26-4ea8-ad67-170b3bec5e8f Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. How do you currently identify callers within your IVR? Is it the same each time customers call in?
  2. If you can identify the caller, are you able to personalize by greeting the caller by name?
  3. Do your agents need to ask identification questions again, after the IVR has done so? If so, why?
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  • Increasing competitive pressure
  • High customer churn
  • High purchase abandonment
  • Unable to use context
  • Poor customer experience scores
  • Customers not recognized within and/or across channels
  • Calls with long handle times
  • Unable to connect to the best agent
  • Integrate with customer database for identification
  • Identify customers based on their caller id
  • If no identification, ask identifying question before verification
  • If identified, ask verification question & determine whether to authenticate customer or not
  • Call can be routed to continue in the IVR
  • Alternatively, the call can be routed to an agent
  • If an agent receives the call, they are notified that the caller is already identified & verified and do not have to repeat those steps
CE08/Canonical CE08 Ensure secure interactions with a PCI-compliant solution that protects credit card data submitted to your automated IVR system or to an agent. Protect against fraud and preserve trust while still providing a flexible customer experience. Customers expect convenience and demand data security. They want the option of phone payment with the assurance of cardholder protection. If you don't accept card transactions by phone, you lose money. And if you don't exceed data security standards, you put your customers — and your business — at risk. 3651e2f8-0cd8-442f-99da-344d3b48a817 Head of Compliance, Head of Contact Center(s), Head of Customer Experience
  1. Do you collect PCI-compliant payments in your IVR?
  2. Do your agents collect PCI-compliant payments?
  3. What are your plans for increasing payment capture across channels?
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  • Inability to achieve PCI DSS for taking card payments
  • Low payment capture rates
  • Struggling to meet evolving compliance requirements
  • Existing technology no longer meets business needs
  • The customer is transferred to the payment capture IVR application (transferred from IVR or initiated by agent).
  • The payment application determines if the customer is identified and verified.
  • If yes, the payment capture IVR application requests the credit card information via DTMF
  • Based on the card used, the payment application requests the needed card details (expiration date, CVV, and so on).
  • The payment capture IVR application plays back details to confirm before submitting.
  • The payment capture IVR application is integrated with the payment gateway andcompletes payment through the gateway.
  • When successful, the payment capture IVR application informs the customer of successful payment.
CE09/Canonical CE09 Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account. When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions. d390da11-f7f0-4d88-a337-97d9267f3e4d Contact Center Supervisor / Manager, Head of Customer Experience, Head of Customer Service
  1. Do all callers get the same experience in your IVR, or is it personalized?
  2. Would you like to treat your VIP customers to a better experience?
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  • Low self-service adoption
  • Unable to identify customers to provide a personalized experience
  • Long handle times from increased call volume
  • Low customer satisfaction due to generic IVR Experience
  • Increased agent frustration and low morale due to handling of low value and monotonous queries
  • Lower KPIs due to lack of segmentation
  • Identify caller using context or IDV data
  • Personalized treatment based on context and business rules – for example:
  • Proactively play status or balance update
  • Proactively offer most likely call reason
  • Personalized menu options
  • See context for transfer to an agent
  • If no personalized treatments, then continue with IVR application
CE10/Canonical CE10 Present and capture complex information visually on a smartphone app whilst keeping the IVR call open. This enables users to process information faster and more easily complete their task. Finally, it also enables users to transfer to a live agent if necessary, passing context to the agent. Listening to and entering complex information on an IVR is challenging due to the limitations of DTMF and speech recognition input modes. This leads to low self-service rates, poor customer experience and higher cost to serve. b5a71f5c-2b4d-4b04-b4eb-84de0e9d1610 Chief Information Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. Do you want to increase identification rates on your IVR?
  2. Do you want to increase self-service?
  3. Do you want to reduce default routing?
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  • Increasing pressure from competitors to provide better CX
  • Technology siloes create a disconnected customer experience
  • Customers not recognized within and/or across channels resulting in high customer churn or purchase abandonment
  • Increased numbers of incoming calls with long handle time
  • Poor speech recognition rates leading to abandonment or default routing
  • If complexinputs/outputs arerequired, the caller is offered the option to use visual smart phone capabilities to continue
  • If accepted, the caller can self-serve and move to the next step in the dialog (Voice or Visual)
  • If the customer does not accept, they may continue with voice only
CE11/Canonical CE11 Deliver coordinated outreach and create optimal engagements based on agent availability while reducing costs.  Improve the ROI of outbound sales campaigns by efficiently acquiring, up-selling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging.


Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound result in fewer sales conversions. 412200cf-cfd8-435f-b55f-444126326aba Head of Contact Center(s), Head of Customer Experience, Head of Sales, Head of Sales Operations
  1. What outbound channels are you currently using (e.g. dialer, email, text)?
  2. What is your monthly volume of Outbound interactions?
  3. How often do you reach out to customers/prospects?
  4. How many outbound agents do you have?
  5. What is the size of your sales rep organization and their utilization rate
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  • Calls by agents are effective, but they are expensive and can lose effectiveness over time.
  • Low agent utilization due to subpar predictive dialling or an overreliance on manual dialling.
  • Unable to efficiently pace outbound volume resulting in agent idle-time or call abandonment inefficiencies.
  • Inability to prevent too many contact attempts to the same consumer or to meet compliance requirements such as excluding mobile numbers without opt-in.
  • Cannot proactively contact sales opportunities.
  • Optimally pace contact attempts while taking the expected impact on inbound/outbound interactions and agent availability into consideration
  • Self-service campaign management enables business users to create rules and maintain compliance
  • Contact opted in consumers (assumes company provides preferences as part of their contact lists)
CE12/Canonical CE12 Communicate important information simply and efficiently using Genesys SMS / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital alerts are delivered to customers wherever they are. Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction. https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you proactively communicate with existing customers?
  2. Does your agent call volumes include simplistic reminder calls?
  3. Are you harnessing SMS/Email as a preferred customer channel?
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  • Unable to keep customers informed about their accounts and the products and services they use
  • Can’t engage with customers over their preferred channels
  • Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction
  • Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
  • Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
  • Reduce outreach costs by leveraging less expensive digital messaging versus agent calls
CE13/Canonical CE13 Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it. As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages. Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards. 54a3ae96-07ab-48ad-8a90-9c202c95a253 Chief Digital Officer, Head of Collections, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. How effective are the channels you are using?
  2. What is your monthly volume of interactions?
  3. What is the size of your sales rep organization and their utilization rate?
  4. How many consumers are in your contact list? How frequently do you contact them?
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  • Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
  • Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt in
  • Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
  • Can’t engage customers over their preferred channels.
  • Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions. Coordinate outreach using multiple channels to improve contact rates and sales conversions.
  • Customers can escalate from self-service to an agent. Self-service campaign management enables business users to create rules and maintain compliance.
  • Contact opted in consumers in accordance to their channel preferences (if company provides preferences as part of their contact lists). Enable customer to request follow-up callback, text, or email.


CE14/Canonical CE14 Delivering proactive notifications to communicate contextual, relevant, and timely information builds trust and increased satisfaction with customers which improves brand loyalty. And by handing potential issues proactively, low-value inbound interactions are eliminated which decreases operational costs. Customers expect to stay informed with proactive notifications sent through their preferred channels such as SMS, email, and voice. Notifications that aren’t timely and relevant are ignored or not trusted by the recipient. This eventually leads to a costly and preventable agent-assisted interaction. https://www.lucidchart.com/documents/edit/b12548a0-8a38-4d80-8d57-488dd032fa90/0 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. What situations create your top abandoned interactions?
  2. What percent of your abandoned interactions do follow-up with another communication?
  3. What Outbound channels are you using?
CE15/Canonical CE15 Automate the collections process contacting customers to remind them about upcoming payment or notify them of a past due amount. Reduce collections costs by proactively engaging customers via their preferred channel. Offer customers convenient options for callback or follow-up to process payment, that in turn optimize agent resources to more valuable collection efforts. Receivables are aging and the number of collections increase. Agents are not effectively utilized for collections as they are spending time chasing down customers or not getting connected. Resourcing costs are increasing at a faster pace than receivables. Overdue payments and collections could be decreased if capabilities for proactive and automated reminders were available. Contact Center Supervisor / Manager, Head of Collections, Head of Contact Center(s)
  1. CHANNELS: What outbound channels are you using - dialer,

outbound IVR, email, text messaging?

  1. VOLUME: How many consumers are in your contact list? How frequently do you contact them?
  2. Anticipated monthly volume?
  1. AGENTS: How many outbound agents do you have? What is your agent utilization rate?
  1. COMPLIANCE: What requirements do you need to comply with?
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  • Low payment rates driven by too many customers either forgetting or deciding to not pay their bill
  • Calls by agents are effective but they are expensive and can lose effectiveness over time
  • Low agent utilization due to subpar predictive dialing or an overreliance on manual dialing
  • Unable to efficiently pace outbound volume resulting in agent idle-time or call abandonment inefficiencies
  • Can’t engage customers over their preferred channels.
  • Difficulty meeting compliance requirements such as limiting outreach to allowable contact widows or excluding mobile number without opt-in.
  • Coordinate payment reminders using multiple channels to improve contact rates and payment rates
  • Optimally pace contact attempts while taking the expected impact on inbound/outbound interactions and agent availability into consideration
  • Self-service campaign management enables business users to create rules and maintain compliance
  • Contact opted in consumers in accordance to their channel preferences (assumes company provides preferences as part of their contact lists)
  • Let customer escalate from self-service to an agent
  • Enable customer to request follow-up callback, text, or email so they can pay at a more convenient time.
CE16/Canonical CE16 Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience. When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees. 98dd8cd0-db4a-47f6-8291-6f715d20f5a5 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you manage your customers’ interactions in silos?
  2. Can you connect a customer to the right skilled resource anywhere in your business?
  3. Are your emails delivered using group email boxes?
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  • Increasing calls related to online service and support
  • Customer having to call multiple times resulting in repeat contacts
  • Website not offering or providing the right information or online service and support
  • Customer having to queue for a long time resulting in missed service levels
  • Inconsistency in responses
  • Unable to connect to the best agent
  • Unable to provide a personalized assisted service experience
  • Too hard to get the right information for the customer
  • Poor customer experience scores
  • Enable email on web site
  • Recognize customers
  • Understand intent and sentiment
  • Deliver personalized response
  • Leverage standard response library when needed
  • Meet SLA
  • Provide agents with complete contextual customer information to improve efficiency
CE17/Canonical CE17 Companies need to automate their responses for frequent or common customer inquiries received via email, web, SMS, or social media channels in order to have their resource focus on crafting tailored and personalized responses to high value or critical requests. Customer service interaction volumes are skyrocketing. Companies struggle to respond in time to such large volumes of requests that negatively impacts workforce management and overall business performance. In a modern digital world, managing large amounts of interactions doesn’t have to be that difficult. https://www.lucidchart.com/documents/edit/8304bcac-103d-48b8-a381-f9dd0bcd0c5e/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you analyze content of email, SMS, and social messages?
  2. Do you provide suggested responses to your agents?
  3. Do you allow escalation if answer was not satisfactory?
CE18/Canonical CE18 With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help. When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores. 1c89a089-8a53-4767-98f2-71ecd97ae9c8 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. How do you handle online requests for sales, service and support?
  2. Can you connect a chat to the right skilled resource anywhere in your business?
  3. Can you prioritize chat interactions with other channels (blending) and measure the KPIs of each?
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  • Increasing calls related to online service and support
  • Customer having to call multiple times resulting in repeat contacts
  • Website not offering the right information or providing online service and support
  • Customer having to queue for a long time resulting in missed service levels
  • Unable to connect to the best agent
  • Unable to provide a personalized assisted service experience
  • Too hard to get the right information for the customer
  • Poor customer experience scores
•Enable chat on web site

•Recognize customers

•Understand intent and sentiment

•Deliver personalized response

•Leverage standard response library when needed

•Meet SLA

•Provide agents with complete contextual customer information to improve efficiency

CE19/Canonical CE19 Monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically routing social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies. As the volume of social network interactions continues to escalate, it’s clear that simply throwing more people onto Twitter and Facebook is not a sustainable solution — there needs to be a new evolution to a scalable model for managing social engagement. 3073d2ba-3ecf-4864-8ddb-68ed6e857f2b Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you manage your customers’ social interactions in silos?
  2. Can you connect a social customer to the right skilled resource anywhere in your business?
  3. What social networks does your brand use to interact with customers?
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  • Increasing calls related to service and support
  • Website not offering online service and support or providing the information customers need
  • Customer having to queue for a long time
  • Customer having to call multiple times resulting in repeat contacts
  • Missed service levels
  • Inconsistency in responses
  • Unable to connect to the best agent
  • Enable chat on website
  • Recognize customers
  • Understand intent and sentiment
  • Deliver personalized response
  • Leverage standard response library when needed
  • Meet SLA
  • Provide agents with complete contextual customer information to improve efficiency
CE20/Canonical CE20 Give customers hyper-personalized experiences by routing them to the best resource. Move beyond queue-based routing to improve customer satisfaction and reduce operational costs. Enable the best possible business outcome across every digital channel. Customers expect to be connected with the best available agent, and for the agent to know their history and status from all communication channels — email, messaging, and chat. But if your interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated. 45b055dd-f4f2-4dab-aceb-0dc313dfcc6c Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you manage your customers’ interactions in silos?
  2. Can you connect a customer to the right skilled resource anywhere in your business?
  3. Do you use Customer Context (including journey information) to determine request priority and personalize response?
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  • Increasing competitive pressure
  • High purchase abandonment
  • Poor customer experience scores
  • Customers not recognized within and/or across channels
  • Calls with long handle times
  • Unable to connect to the best agent
  • Increasing online sale abandonment
  • Unable to use context
  • High customer churn
  • Increasing calls about web transactions, service and support
  • Unable to provide a personalized assisted service experience online
  • Recognize customers in all touchpoints
  • Recognize customers in all channels
  • Carry context and orchestrate interactions between channels
  • Reach out proactively to stop channel change
  • Proactively offer assistance through web chat
  • Proactively offer assistance through a scheduled call back
  • Enable web chat / click to call / callback / email or web form
  • Proactively engage valuable customers to offer web chat/ call back
  • Enable co-browse and provide specialist assistance
CE21/Canonical CE21 Connect your customer to the help they need from within the web site or mobile app, making it easy to obtain service, buy and improve campaign results. By using skills-based routing and context, calls can be intelligently routed to the individual best equipped to help. Create a seamless experience to improve revenue and brand loyalty.


When customers need more information while on your website or mobile app, they want to speak with a well-informed individual who can provide real-time assistance. Having to search for numbers and take steps back when connected to a sales representative results in lost sales, lower customer experience scores and makes them less likely to buy. a038ae20-1666-4a37-ad76-efc1ca7422ff Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
  1. How do your website and mobile app users get assistance?
  2. Does your solution provide context with the request?
  3. How are you identifying and routing callers to get them to the best agent?
  4. Can you accurately attribute offline sales calls to customer’s digital journeys?
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  • Unable to provide a personalized assisted service experience
  • Online help not providing the information customers need and unable to offer an engagement with an agent at the point of purchase
  • Cannot recognize customers or context
  • Poor customer experience scores
  • Unable to connect to the best employee
  • High customer churn
  • Increasing calls related to online service and support
  • Website not offering online service and support
  • Unable to see web origination points for customers to improve user experience
  • Recognize customers at all touch points and channels
  • Carry context and orchestrate interactions between channels
  • Enable click to call / callback based on relevant agent availability
CE22/Canonical CE22 With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting on hold. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help. When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. For online consumers, who are a click away from the competition — frustration over long hold times or ill-equipped agents — results in lost sales and lower customer experience scores. 539e845a-563d-442b-adf1-4e0e02e20f45 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. How do you assist online/mobile customers if they need assisted service?
  2. How do you connect online interactions with your contact center?
  3. How is your e-commerce conversion rate performing?
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  • High online purchase abandonment
  • Website is not enabled to offer assistance for online sales and e-commerce
  • Unable to recognize customers within and/or across channels to provide a personalized experience
  • Customers spend a lot of time waiting on hold adversely impacting NPS
  • Unable to connect customers with the best skilled agent
  • Call center is not staffed to handle peak call load, resulting in long wait times
  • Cannot service customers outside of normal business hours
  • Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
  • Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
  • Enable the business to identify customers that have originated the interaction from the web including context about their previous activity
  • Reduce the time a customer needs to wait on hold to improve customer satisfaction and lower costs
  • Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
  • Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
CE23/Canonical CE23 Genesys Web Monitor gives you the tools to monitor your customers’ web and mobile behavior in real-time and to observe and identify actionable events. This includes input for proactive engagement or treatment on other service channels. Customers are using your web and mobile sites to explore their own issues online, but it's hard to understand their behavior. The result is high abandonment rates and lack of access to customer service or support. https://www.lucidchart.com/documents/edit/3390a139-bb89-42ee-8fe3-398eaea62749/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you monitor customer behavior on web and mobile sites?
  2. Are you able to engage with customers based on their behavior and past interactions?
  3. Are you able to use web and mobile insights to influence future marketing programs and contact center interactions?
CE24/Canonical CE24 Provide a proactive, personalized self or assisted, yet consistent experience based on customer journey. Genesys Proactive Chat for Customer Service can offer real time assistance with chat, based on previous customer interactions, and identify the best available agent with full context to help quickly resolve their need. When your customers are on your website or mobile application, they are looking to fulfill their need quickly and efficiently. If they run into trouble, they may not know that help is just a click away. https://www.lucidchart.com/documents/edit/933a2c1b-09de-4a81-b1ba-df9163961517/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you monitor your customers behavior on your website or mobile application, and customer journey across channels?
  2. Can you proactively engage in real time with online customers based on customer behavior and past interactions?
  3. Based on customer behavior, can you route to the best skilled agent to resolve the issue quickly?
CE25/Canonical CE25 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 customer service issues or complete tasks without needing to start from scratch. Customers come to your website for help, but sometimes they get lost or stuck in when completing a self-service task. This causes frustration and a sense of abandonment, leaving customers feeling unsatisfied or even angry. If they then call you, it also increases your workload and your costs. https://www.lucidchart.com/documents/edit/ef500c53-bb4d-44aa-b693-67ac619d5e6c/0 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. Do you monitor customer online behaviors?
  2. Can you proactively online customers callbacks based on their website behavior?
  3. Can you offer these callbacks based on your agent availability?
CE26/Canonical CE26
CE27/Canonical CE27 Improve first contact resolution by letting agents "show and tell" with your customers through a co-browsing session, using real-time annotations, comments, or even the ability to take control of the customer's screen. There's zero footprint for customer ease and content masking for peace of mind. Your customer is frustrated because they're having trouble on your website. Your agent is frustrated because he can't see where the customer is struggling. The customer has to describe what's on the screen; the agent has to articulate where to click. It's cumbersome — and results in long handle times. 5e640adf-24ad-4b34-97e0-c23575a4035e Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Would your business/service benefit from collaboration capabilities?
  2. Do you proactively offer assistance through screen sharing sessions?
  3. Is your business impacted by cart or web form abandonment?
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  • Increasing competitive pressure
  • High customer churn
  • High purchase abandonment
  • Unable to use context
  • Poor customer experience scores
  • Calls with long handle times
  • No assisted service online
  • Unable to provide a personalized assisted service experience
  • Increasing calls related to online service and support
  • Online help not providing the information customers need
  • Enable co-browse and provide specialist assistance
  • Proactively offer assistance through co-browse sessions
CE28/Canonical CE28 Consolidate knowledge that's scattered throughout your organization in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy. Your customers don't want to call you if they don't have to — they'd prefer to find information on your website. But when online help is unavailable or produces poor search results, neither your customers nor your agents have quick access to the right answers. d29a7f2b-a2b1-4b4d-be56-e92c4773478c Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience
  1. Do you offer online FAQs to customers or other online self-service options?
  2. Can you optimize your knowledge base and search results using machine learning so it gets better over time?
  3. Do you proactively suggest online help articles during the customer journey?
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  • Website not offering online service and support
  • Knowledge articles and FAQs not easy to find on website
  • Online help not providing the information customers need
  • Enterprise knowledge is scattered, inconsistent and hard to manage
  • Customers trying multiple channels during peak times
  • Increasing interaction and sales abandonment leading to repeat contacts
  • Calls with long handle times
  • Consolidated knowledge that is easily accessible by customers and agents using natural language searches
  • Proactive offer of knowledge articles
  • Continuously and automatically improve questions and answers
  • Ability to easily handover to an agent, including customer context, when self-service isn't enough
  • Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly
CE29/Canonical CE29 Connect a customer to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere. Your customer wants to contact you in the same way they would friends and family — instantly, conveniently, and personally, with freedom to keep moving. If they encounter constraints, excessive hold times, inconsistent responses or multiple calls, that can damage customer satisfaction and put a strain on your agents. 3e66f6aa-6813-4305-811f-6f3fb6bd739b Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. Are you seeing increasing calls related to online service and support?
  2. How do you handle online requests for service and support? (Phone?)
  3. Can you manage all customer channels centrally, giving any agent in any channel a view into shared interaction history and context?
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  • Increasing calls related to online service and support
  • Increasing repeat contacts
  • Website not offering online service and support
  • Customer having to queue for a long time
  • Customer having to call multiple times
  • Online help not providing the information customers need
  • Unable to connect to the best agent
  • Enable SMS service
  • Recognize customers
  • Understand intent and sentiment
  • Deliver personalized response
  • Leverage standard response library when needed
  • Meet SLA
  • Provide agents with complete contextual customer information
CE30/Canonical CE30 Create more personalized experiences from the start. Use Genesys advanced routing functionality to prequalify callers, present different prompts and direct calls to the right place — self-service, voicemail, the contact center, a branch employee, or a personal advisor — based on customer value. You work hard to build strong customer relationships. So when your most valuable or loyal customers call, it makes sense to connect them with employees who can help best — regardless of location. If your IVR can’t direct calls based on customer value, you can’t deliver a truly VIP experience. https://www.lucidchart.com/documents/edit/47de3e42-8b4e-4532-838f-4b10c0c39526/0 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. How do you correlate customer value to the options presented to customers when they call?
  2. When customers call one of your branch offices, how do you know each call is handled optimally?
  3. What options do you provide your customers to speak with someone in a particular location?
CE31/Canonical CE31 Chatbots automate natural conversations across digital channels. Chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback1 during or after hours.

1Callback option is available for Genesys Multicloud CX only.

Many customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience 0cd99598-9d44-41b7-8891-c768da389418 Chief Financial Officer, Head of Customer Experience, Head of Customer Service 1 Do you want to increase NPS while saving on contact center expense?


2 Do you think that some customer issues could be effectively resolved without talking to an agent?


3 Are you having success with automating responses using your teams to analyze the gaps, or could they use some help?


4 How are you measuring the success of automation changes?

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  • Increasing interactions on digital channels
  • Low first contact resolution rates
  • Generic customer experience across all customers
  • High online purchase abandonment or lack of assistance
  • Increasing repeat contacts
  • Customer having to queue for a long time for chat agents
  • No seamless customer experience across channels
  • Introduce self-service through chatbot
  • Pass conversation history when handing over to an agent
  • Offer callback outside of business hours
  • Personalized interactions for customers based on natural language understanding
  • Context-aware chatbot to assist purchase process or service requests
  • Better user experience based on customer context
CE34/Canonical CE34 Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents. c8f03dc7-ccfd-444a-99c9-606b0abadc5e Chief Digital Officer, Head of Customer Experience, Head of Customer Service 1.How do you plan to support new messaging channels that your customers demand?


2.Do you have support for Apple Business Chat or WhatsApp yet?


3.What is your company's app strategy? Do you offer mobile apps and what do they do? (this helps to assess potential for "deep linking"?


4.What are your competitors doing with messaging?

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  • Customers will demand and expect messaging channels. If companies do not support it quickly, they can lose out to competitors who offer it
  • Difficult to support increasing number of digital channels
  • Unable to share context across channels
  • Agents are unable to manage conversations across channels in single desktop interface
  • Potential for customer frustration and long resolution times
  • Cannot manage a complete interaction within single channel
  • Voice channel can be inconvenient for consumers
  • Enable feature-rich conversations across messaging channels
  • Enable end-to-end encrypted conversation via WhatsApp
  • Provide agents with complete contextual customer information
  • Allow agents to handle messaging conversations within the same desktop interface and infrastructure as other contact channels without major retraining on new tools
  • Enable intelligent bots for automated interactions
  • Enable asynchronous conversations that are convenient for the consumer
CE37/Canonical CE37 Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop. It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent. e1dbefe6-cdd0-4ea9-9f29-7ef2106bfada Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
  2. How do you know when to engage with online customers to provide support and assistance?
  3. Which channels of engagement can you use today to proactively to engage customers on your website?
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  • Low self-service rate on website leading to high number of contacts into contact center
  • Inability to see, understand and engage with customers during service journeys across channels in real time
  • Website user journeys not optimized for efficient engagement through self-service
  • Use journey analytics to detect where customers struggle on a website and use this information to improve their service journeys
  • Identify the user’s persona, monitor their web behavior, and predict their outcome score related to the customer service process
  • Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
  • Proactively engage with customers via a chatbot if this score drops below a defined threshold while on the website
  • Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel
CE38/Canonical CE38 Companies need to automate their responses for frequent or common customer inquiries received via email in order to have their resource focus on crafting tailored and personalized responses to high value or critical requests. Customer service interaction volumes are skyrocketing. Companies struggle to respond in time to such large volumes of requests that negatively impacts workforce management and overall business performance. In a modern digital world, managing large amounts of interactions doesn’t have to be that difficult. https://www.lucidchart.com/documents/edit/57ed8533-ca11-4599-bfee-70798be26871/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do your agents handle a lot of simple repetitive questions?
  2. Is there an interest in automating the responses to these questions?
  3. Do you analyze content of email?
  4. Do you provide suggested responses to your agents?
  5. Do you allow escalation if answer was not satisfactory?
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  • High volumes of common customer enquiries and requests
  • Agents responding to low-value interactions
  • Response times to customers arelong/unacceptably high
  • Inability to recognize customer’s intention using simple keyword spotting
  • Inability to detect and prioritize sales opportunities over other service requests, resulting in lost revenue
  • Automated responses reduce the number of inquiries that require an agent
  • Reduced agent handle time thanks to suggested responses
  • Go beyond simple keyword spotting for more effective responses
CE39/Canonical CE39 Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability. Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound, or lack of cross-channel outreach resulting in fewer sales conversions. https://www.lucidchart.com/documents/edit/412200cf-cfd8-435f-b55f-444126326aba/0 Head of Contact Center(s), Head of Operations, Head of Sales 1. CHANNELS: What outbound channels are you using - dialer, outbound IVR, email, text messaging?​ Note: this use case support voice only​


2. VOLUME: How many consumers are in your contact list? How frequently do you contact them? Anticipated monthly volume?​


3. AGENTS: How many outbound agents do you have? What is your agent utilization rate?​


4. COMPLIANCE: What requirements do you need to comply with?​

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CE40/Canonical CE40 Give your customers the freedom to speak in their own words. With the Amazon Lex integration, you can easily build a voicebot with natural language understanding (NLU) right in your Genesys Cloud CX IVR. Your customers can speak naturally, and you can quickly understand their intent and better route the call. With the adoption of AI-driven voice assistants like Alexa and Siri, consumers expect more conversational interactions — but traditional IVR prompts use logic constrained to a fixed set of responses. If their responsesaren’t recognized, customers will end up frustrated with the experience and longer hold times. Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. Do you want to increase automation on voice channels and decrease interactions that need a live agent?​
  2. Do you want to reduce agent handle time and improve first contact resolution?​
  3. Do you have an AI strategy?​

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CE41/Canonical CE41 Deliver a smooth service experience for customers with a bot that intuitively understands customer issues in natural language. It improves contact center operations as agents do not need to intervene for repetitive issues. When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible. Traditional IVRs are complex menu mazes that are unfriendly to use and confuse customers. This leads to longer agent interactions and increases cost of service for an organization ef922951-e019-429c-b515-6a9a283f4754 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  1. Do you want to increase automation on voice channels and decrease interactions that need a live agent?
  2. Do you want to support an omnichannel strategy?
  3. Do you want to reduce agent handle time and improve first contact resolution?
  4. Do you have an AI strategy?
  5. Do you want to more return on investment with AI?
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  • Agents wasting time, capturing routine information
  • Increasing interactions on voice channels
  • Low first contact resolution rates
  • Increasing repeat contacts
  • Customer having to queue for along time to talk to agents
  • Frustrating IVR experiences leading to low NPS scores
  • Introduce self-service through Voicebots
  • Collecting of routine information through natural language understanding (NLU) Voicebots
  • Fulfilment of simple and repetitive tasks
  • Pass conversation history when handing over to an agent
  • Personalised interactions for customers based on NLU
  • Better user experience based on customer data
CE43/Canonical CE43 Proactively address the needs of your customers when they call into your contact center, which helps drive a greater customer experience. Recognize repeat customers and route calls either to the last agent they spoke with, or to the best-skilled agents that can more effectively help address their needs. If no agents are available to address their needs appropriately, let them know their expected wait time, and offer a callback option. When customers call you, they want to speak with someone familiar with your company, someone who can quickly address their needs. If they encounter long wait times or connect to agents who lack the proper information, then calls can transfer more often, hold times increase, and the customer experiences unnecessary repetition. Any of these factors can result in a poor customer experience. 7944e333-8920-4426-a364-6cae15df9198 Contact Center Supervisor / Manager, Head of Customer Experience, Head of Operations
  1. How easy is it for your customers to get repetitive or easy issues fixed the first time they call?
  2. What service level issues are you experiencing?  Are costs to maintain consistent levels of staff a concern?
  3. How often is a transfer required, due to agents’ experience or knowledge?
  4. Would it positively impact customer satisfaction scores if repeat callers were matched with the same agent?
  5. What is your abandonment rate during peak periods of activity?
  6. What alternatives do you offer customers who've been on hold a while?
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  • Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​not have needed expertise, and the need for repeat contacts
  • Missed service levels and increased abandons, within or across channels, due to long handle times with customers having to recap previous interactions​ causing customer dissatisfaction
  • Inability to use context of previous interactions to optimize each customer call​​​ or recognize repeat customers
  • High staffing costs to meet service levels​​​ during peak periods
  • Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
  • As customers wait in queue, remove skill requirements to expand the pool of available agents
  • Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
  • Recognize customers in all touch points and channels, and match callers with the same agent with whom they previously spoke
  • Offer self-service and callback options
  • When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
EE01/Canonical EE01 Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Factor in agent skills and contract rules to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence. Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively. 2362880a-b9c5-48de-a97d-124f36f5fa8a Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
  1. How do you ensure you are staffed to consistently meet your SLAs across activities/queues?
  2. How often do you struggle to find the right balance between understaffing/overstaffing?
  3. How do you currently create forecasts and schedules?
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  • Inability to consistently meet SLA
  • Low customer satisfaction due to excessive wait times and low first call resolution
  • Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
  • High workforce cost due to overstaffing
  • Poor CX due to understaffing
  • Insufficient data for accurate forecasting
  • Real performance/SLA not in line with forecast/schedule prediction
  • Create an accurate forecast and effective schedule across all activities/queues
  • Gain better insight into effectiveness of several forecasting/scheduling scenarios
  • Report on who is ’out of schedule adherence’ in real time and historically.
  • Automatically gather data for accurate forecasting from contact center platform
  • Real time insight into intraday SLA and schedule adherence
EE02/Canonical EE02 Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence. Your call center may have set hours, but your digital channels are always on. Without the right insights, it’s hard to create balanced schedules that allow your company to be responsive to digital interactions while considering employee hours, contracts, preferences and time off, and labor laws. 60d49ab3-b346-4fa0-b06c-b44327d4bce7 Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
  1. How do you ensure you are staffed to consistently meet your SLAs across your digital channels?
  2. How often do you struggle to find the right balance between understaffing/overstaffing for your digital channels?
  3. How do you currently create forecasts and schedules for your digital channels?
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  • Inability to consistently meet SLA for digital channels
  • Low customer satisfaction due to excessive wait times and low first contact resolution
  • Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
  • High workforce costs due to overstaffing
  • Poor CX due to understaffing
  • Insufficient data for accurate forecasting
  • Real performance/SLA not in line with forecast/schedule prediction
  • Create an accurate forecast across all activities/queues that take in to account specific arrival patterns for digital interactions.
  • Gain better insight into effectiveness of several forecasting/scheduling scenarios
  • Report on cross channel schedule adherence in real time and historically.
  • Automatically gather data for accurate forecasting from contact center platform
  • Real time insight into intraday SLA & schedule adherence
EE03/Canonical EE03 Genesys WFM Solution improves forecast and schedule accuracy by including shrinkage in the plan. Schedule adherence, a primary cause of shrinkage, tracks variances between target and actual employee availability. With accurate workforce scheduling you can deliver higher service levels at lower operating costs. Your contact center has many locations, time zones, and employees. Managing shrinkage with a spreadsheet based approach isn't working. Shrinkage is eroding the amount of time agents spend handling customer interactions which leads to increased operational expense, reduced service levels, and customer churn. 774dae8b-b6e2-4ee5-bfdd-b5e972094440 Head of Contact Center(s), Head of Operations, Head of Workforce Planning
  1. What difficulties do you have tracking planned/unplanned shrinkage?
  2. How regularly are SLA goals missed as a result of staffing issues?
  3. Does your current forecasting/scheduling method allow you to run ‘what-if-scenarios’ or accommodate for external events?
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  • Inability to consistently meet SLA across activities and work types
  • Inability to track/manage shrinkage as part of the forecast process
  • Low customer satisfaction due to excessive wait times and low first contact resolution
  • Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
  • High workforce costs due to overstaffing
  • Poor CX due to understaffing
  • Real performance/SLA not in line with forecast/schedule prediction
  • Create an accurate forecast across all activities/queues that includes ability to track shrinkage by using a template or manually entering shrinkage data
  • Gain better insight into effectiveness of several forecasting/scheduling scenarios
  • Automatically gather shrinkage data for accurate forecasting from contact center platform
  • Real time insight into cross channel intraday SLA & schedule adherence
EE04/Canonical EE04 Routing interactions based on your workforce management schedules and staff skills can help ensure a better balanced workload for employees and improved schedule adherence. Ensuring that employees adhere to their schedules is a headache for contact center leaders. When staff are late taking breaks or starting different scheduled work, it impacts your service levels, your sales revenues and your costs. 0818c4f0-b7c7-40dd-9bd6-26ff68afe4ac Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Workforce Planning
  1. Can you avoid sending interactions to ataff who are about to go on their scheduled breaks, or right when their shift ends?
  2. Are your staff satisfied with the how their workforce schedules are enforced?
  3. Can you route a variety of work to your staff throughout the workday?
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  • Employees receive interaction types that do not match their schedule
  • Employees miss their breaks or shift ends
  • Frequent unplanned overtime drives higher operating cost (increased overtime)
  • Unplanned overtime increases employee stress, dissatisfaction and attrition
  • Route interactions to employees who are actually scheduled for the activity / interaction type
  • Avoid sending interactions with long average handle times before a break starts or a shift ends
  • Eliminate / reduce the number of skill changes needed to ensure appropriate coverage
  • Offer a better (or the right) mix of activities to keep employees engaged (variety)
EE05/Canonical EE05
EE06/Canonical EE06
EE07/Canonical EE07 Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls, makes it easy to search and access recordings, and doesn’t lose a beat with transfers - even across sites. You need to reliably record calls to help agents get better, enhance the customer experience and manage risk. When recordings are not complete or available, you risk being out of compliance and lose valuable information that could be used to improve efficiency and make customers happier. 237aed27-b277-4ced-b993-cc5c320613c7 Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure
  1. What is your SIP migration strategy? How will this impact your current recording system?
  2. Do you experience reliability issues with the current recording system?
  3. Are you happy with the service and support that your current recording vendor provides?
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  • Inability to record all calls reliably
  • Lack of useful metadata about recorded calls
  • No end-to-end recording, particularly when calls are transferred across multiple locations
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support SIP transformation strategy
  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
  • Include extensive metadata with each recorded call
  • Record and stitch calls from cradle-to-grave, even across multi-site transfers
EE08/Canonical EE08 Get end-to-end interaction recordings by capturing calls and screen activity. Genesys Voice and Screen Recording, already available on your Genesys Customer Experience platform, is simple and cost-effective to add, use and manage. Boost quality, reduce risk and help the contact center improve performance. You need to meet contact center compliance and quality needs, within budget and strategy. When complete voice and screen recordings are too expensive, complicated or don’t fit your technology vision, that exposes you to unnecessary costs and risks. ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure
  1. How do you record calls and screens today?
  2. What issues are you experiencing with your current recording system? (Capabilities, financial, vendor, other?)
  3. Can your solution do end-to-end recording, particularly when calls are transferred across multiple locations?
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  • Inability to record calls and screens reliably
  • Lack of useful metadata about recorded interactions
  • No end-to-end recording, particularly when calls are transferred across multiple locations
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support SIP transformation strategy
  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
  • Include extensive metadata with each recorded conversation
  • Record and stitch calls from cradle-to-grave, even across multi-site transfers
EE09/Canonical EE09 Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you’re strong and where you could improve. Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions, and then generate the results in a consistent and automated manner. 028c1243-e486-4215-aa96-178b988f51f4 Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
  1. How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?
  2. How does your quality team select which interactions to evaluate?
  3. How do you currently aggregate and report upon evaluation results (scores)?
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  • Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
  • Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
  • Evaluation results and scores are difficult to efficiently and effectively manage, report upon and analyze
  • Communication with agents regarding QA results can be difficult and confrontational.
  • Automate the process of creating forms (questionnaires) for evaluating interaction quality
  • Automate the distribution/management of evaluation sessions.
  • Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
  • Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
EE10-A/Canonical EE10-A Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner. As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. a56e5479-b6bc-4450-9161-0a433bd92d34 Head of Contact Center(s), Head of Customer Service, Head of Operations
  1. How does your organization manage operational efficiency and employee engagement?
  2. How do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints and labor laws?
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  • Processing time off requests manually is both time consuming and process heavy for workforce management teams
  • Employees get frustrated with the lack of tools available for them to self-manage their schedules.
EE10-B/Canonical EE10-B Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner. As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. a56e5479-b6bc-4450-9161-0a433bd92d34 Head of Contact Center(s), Head of Customer Service, Head of Operations How does your organization manage operational efficiency and employee engagement?


How do your employees manage their schedules and tasks?


How do Supervisors manage coverage of schedules, constraints and labor laws ?

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  • Exception requests from employees historically have been manual tasks coming either through request systems or via email.
EE10-C/Canonical EE10-C Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner. As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. a56e5479-b6bc-4450-9161-0a433bd92d34 Head of Contact Center(s), Head of Customer Service, Head of Operations
  1. How does your organization manage operational efficiency and employee engagement?
  2. How do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints and labor laws?
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  • Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage.
EE10-D/Canonical EE10-D Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner. As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. a56e5479-b6bc-4450-9161-0a433bd92d34 Head of Contact Center(s), Head of Customer Service, Head of Operations
  1. How does your organization manage operational efficiency and employee engagement?
  2. How do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints and labor laws?
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  • Employees arriving late for their shift must manually find a way to make up the time
  • Supervisors and Planners need to make manual adjustments to the employees schedules to account for employee lateness or other partial day absences
  • Employees do not have options as to how they can make up for lost time due to lateness or early departure
  • Allow employees to interact directly with their schedule to indicate how they will pay back the time they had to deduct.
  • Allow employees to choose whether to pay back time via extending the current day's schedule, extending a future day's schedule, or reduce the length of an unpaid meal instead of using personal time off they have accrued.
EE11/Canonical EE11 Supervisors manage specific employees who can choose shifts or schedule they want while managing the operation of the contact center. As millennials make up more of your workforce, they want more control in their lives and a way to easily influence their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently. ffc933df-86b8-4756-bafd-e4925c93fd39 Head of Contact Center(s), Head of Customer Service, Head of Operations
  1. How does your organization manage operational efficiency and employee engagement?
  2. How do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints and labor laws?
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  • Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues.​
  • Enable employees with self- service by allowing them to bid on their shift.
EE12/Canonical EE12 Optimize and automate your scheduling process. Break away from manual spreadsheets and ease supervisor burdens by integrating offline tasks. Use operational insights on your agent competency to target effective training. Empower and trust agents to manage their individual schedules while reducing costs. Scheduling agents for online versus offline tasks requires a delicate balance and coordination with back-end resources. While you want your agents to be servicing customers, you also want to provide them with appropriate training and coaching. When these processes are disparate, it makes scheduling challenging. 803865c6-e094-42d9-a973-45ba273e5cd9 Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations
  1. How does your organization manage operational efficiency and employee engagement?
  2. Do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints ?
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  • Unable to optimize the scheduling of off line activities which also involve trainers, rooms and managers which typically do not sit within a WFM schedule.
  • Scheduling offline tasks is typically a very manual process occupying up to 30%+ of Resource Planning and Training Resources.
  • Due to the different business areas and systems involve many in-house spreadsheets are developed to help record, track and communicate the progress of the of the activities all adding time and complexity to the process.
EE13/Canonical EE13 Automate employee skills and capability assessments to measure, manage and develop individual skills. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels. To match customers with the most appropriate agents, you need an accurate assessment of employee skills. This challenging-but-necessary task can be complicated by internal processes. As you align with HR and operations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience. 8bb61941-6975-4a81-be68-54906e1a9bda Contact Center Supervisor / Manager, Head of Customer Experience, Head of Workforce Planning
  1. Do you have clear visibility of your employee development across all organizational units?
  2. How do you measure and validate competencies in your contact center?
  3. Do your agents provide consistent customer experience?
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  • Core competencies for role not defined and validated
  • Inconsistent customer experience
  • Labor intensive L&D processes
  • Limited Visibility of employee development
  • Non-Conformities and Risk Exposure as untrained or unskilled employees many be allow to handle customer interactions.
  • Employee skills and capability data are aligned with HR, L&D and Operations.
  • Employee are able to have a self-paced learning platform to improve their speed to competency.
  • Learning assign automatically based on knowledge gaps
  • Clear visibility of the skill levels of all employees across the enterprise.
  • Reduces L&D costs by providing targeted learning
  • Provide consistent customers experience by providing skilled and capable employees across channels.
  • Centralize reporting for training and coaching
EE14/Canonical EE14 Create a single source of truth for understanding employee performance. By consolidating data from disparate systems, you can more easily identify performance benchmarks. This centralized view across the enterprise helps identify top performers and highlights critical KPIs to target specific individual and group training. Identifying top performing employees and business units is a challenge when this data is spread across multiple back-end systems. Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps. e4e906b5-d6b2-4653-a653-3c9124adcb7d Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
  1. Do you have a consolidated view of employee performance?
  2. Can you easily compare employee performance across your enterprise?
  3. Are you able to pinpoint the KPIs that will have the greatest impact on performance?
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  • Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems)
  • No single source of truth for understanding good performance
  • Consolidated performance data not presented to employees or their managers to facilitate coaching
  • Consolidated performance data not presented to training and development teams to facilitate ongoing training
  • Consolidated performance data not presented to senior executives and stakeholders to facilitate operational governance
  • Have a centralized view of employee performance across the enterprise
  • Create job role profiles directly aligned to business goals
  • View individual employee performance to target coaching or development
  • Compare your departments, branches, business units, centres to identify top, mid and low performance.
EE15/Canonical EE15 Give employees a clear view of their long-term journey within your organization. After initial onboarding, a clear personal development plan keeps employees motivated and engaged. Aligning organizational KPIs with individual objectives, gives your employees a way to track their progress against individual development plans. Companies spend a lot of time and money to attract top performing talent — only to realize this talent leaves after a short tenure. When motivating and retaining employees is a challenge, the organization can feel like a revolving door. This takes a toll on morale, resources and your customer experience. cf7925e2-3d8b-4050-b1d6-36bc1872e3da Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Service
  1. Do have high staff attrition in your organization?
  2. Are you able to track employee skills capability across the employee journey?
  3. Are you able to provide automated targeted learning based on individual employee knowledge gaps?
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  • Ineffective processes for managing Performance Reviews –Process to measure the Personal Development Plans of employees is either manual or not aligned to KPIs
  • No centralized view of employee development plans –Management have no holistic view of Personal Development Plans for employees which in turn hampers the development of a company-wide development strategy.
  • High employee attrition– Employees are leaving the business as they don’t feel like they have clear personal development. Initial investment in employee development has slowed following onboarding training.
  • Clear visibility of the overall employee’s morale across the enterprise
  • The ability to provide a clear and defined personalized development plans and career progression for each employee based
  • Able to delivery effective and targeted learning quickly based on each employees knowledge gaps.
  • Have a centralize platform to track employee skills and capability across the entire employee journey.
EE16/Canonical EE16 Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess agent understanding of what you’ve provided, then target additional training if needed. Compare and track completion and effectiveness in driving your business performance metrics. Your frontline employees directly impact customers’ perception of your company. Yet it’s very difficult to know at any given point that your agent resources have the skills needed to drive business outcomes and are properly representing your brand. bc3bdef8-ae1d-4185-b508-a07e79a3d9f2 Head of Compliance, Head of Operations, Head of Sales Operations
  1. Tell me about your process to refresh/enhance the skills of your existing resources?
  2. How do you communicate policy/procedure changes that could affect your regulatory compliance?
  3. How do you define what a successful agent looks like?
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  • Coaching and training is not delivering the desired performance improvement
  • Employee development budget reductions are limiting the scope that can be covered
  • Business process for employee engagement and development is not aligned across entities leading to inconsistent performance levels and customer experience.
  • Inconsistent Record Management across functional groups
  • Developing skills and capabilities of all other employees base on insights on the skills and capability of high performers.
  • Able to provide targeted development based on the specific skills and capability gaps when compared against a high performer in the same role.
  • Employee skills and capabilities are aligned to actual business performance.
  • Replicating key skill drivers that deliver a consistent customer experience across all channels.
  • Centralize reporting for training and coaching
EE17/Canonical EE17 Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics. It’s very difficult to know at any given point that your outsourced agent resources have the skills to drive business outcomes, and are properly representing your brand. Because the agents are outsourced, you have little to no visibility into what the agents know, and no control over coaching and development. 0616b09e-431b-40ec-93c2-0730abbe4bd1 Head of Business Units, Head of Operations, Head of Sales
  1. How do you measure the skills of your outsourced resources?
  2. How do you expand/refresh skills of your outsourced resources?
  3. How do you communicate policy/procedural changes with your outsourced resources?
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  • No visibility of partner competency
  • Inconsistent partner performance
  • No measurement of learning delivery
  • No control over individual coaching
  • Ability to view and track speed to competency of outsource partners.
  • Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies.
  • Ability to monitor individual employees capability and automated their customized development journeys.
  • Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
EE19/Canonical EE19 Easily build, change, and manage employee certification, and report results across all your resources. Companies struggle to effectively certify employees and comply with regulatory requirements. c8dec369-e4ba-4bf4-84b3-3bdc8225fb87 Contact Center Supervisor / Manager, Head of Compliance, Head of Customer Service
  1. Would you tell me about your regulatory reporting process?
  2. How do you go about certifying your employees?
  3. Would you please share the effort and cost that comes from managing regulatory compliance?
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  • Challenges to complying with regulatory requirements
  • Unable to deliver Employee Certification Programs and track progress
  • Time intensive and high operating cost for compliance
  • Ability to measure and report compliance to regulatory bodies with ease
  • The ability to easily build, change and manage an employee certification program and track individual employee progress
  • Quickly and cost effective deploy a compliance program across the enterprise
EE20/Canonical EE20 Use automation to identify ideal employees that fit your skill blueprint during the recruitment stage. Start onboarding by training on skills that can quickly be put into action, and reinforce any knowledge gaps with automated learning items. Companies spend a lot of money to train new hires, only to have some leave immediately after onboarding training ends. This can result from the delay between learning a skill then putting it into practice, which can happen with longer duration onboarding. 778f050a-b80d-4468-9b5d-5aed1d77c845 Contact Center Supervisor / Manager, Head of Customer Service, Head of Sales
  1. Could you please describe your on-boarding process and timelines?
  2. What is the rate of attrition for resources that have recently come out of training?
  3. How long does it take for a resource to become proficient enough to work with customers?
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  • High turnover of recent hires
  • Not achieving speed to competency
  • Ability to identify an ideal employee in the recruitment stage based on the key skills, knowledge and attributes.
  • Archive speed to competency for all agents in a timely manner
  • Ability to identify individual knowledge gaps and automatically assign learning items for all new hirer.
  • Ability to measure and track success of training initiatives and coaching
EE21/Canonical EE21 Genesys IVR Recording provides end-to-end digital recordings stored either on-premise or in the cloud. Recordings are key records that can be used for monitoring and reports, or can be used to drive insights in other systems such as WFO or AI transcriptions Incomplete information makes it much harder to monitor and coach your teams. End-to-end recordings should include IVR and multiple handoffs across layers and locations to understand the whole interaction. 446f3812-9515-4960-b159-8328819f45cb Head of Compliance, Head of Contact Center(s), Head of Customer Experience, Head of Workforce Planning
  1. How do you record interactions today and what regulations are you required to meet?
  2. Do you need to record the IVR portion of an interaction?
  3. Do you experience reliability issues with your current recording solution?
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  • Inability to record all calls reliably
  • Lack of useful metadata about recorded calls
  • No end-to-end recording, particularly when calls are transferred across multiple locations
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support SIP transformation strategy
  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls in your IVR and handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate calls.
  • Include extensive metadata with each recorded call
  • Record and stitch calls from cradle-to-grave, even across multi-site transfers
EE22/Canonical EE22 It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific. Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation. 0f918dc2-f104-40f6-9ef9-1b1fbbf8748c Business Analyst, Head of Contact Center(s), Head of Customer Service
  1. Are you currently recording a portion or all of your calls?
  2. If so, are you using some sort of tool to automate their transcription, and does it show trending?
  3. Is it searchable?
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  • No visibility of call content,listening to entire calls is tedious, sampling results in unreliable information and important content being missed
  • Changes in activity are surprising and negatively impact the business, constantly in crisis mode
  • Assessment of customer experience is anecdotal and unreliable, difficult to quantify
  • Call content is automatically converted to a searchable form
  • Less time spent listening to calls, quickly and easily find relevant calls and context based on key words and phrases
  • Early warning of emerging trends or changing business circumstances based on changes in frequency of words and phrases
EE23/Canonical EE23 Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending. There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals? 5a0cc4f3-1898-4e32-8488-9e471a6596a3 Business Analyst, Head of Contact Center(s), Head of Customer Experience
  1. Are you recording a portion or all of your voice calls and digital interactions?
  2. If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?
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  • Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score
  • Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources
  • Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues
  • Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made
  • Understand the underlying causes of issues whether within the contact center or due to issues in the broader organization including products, processes, competition
  • Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
  • Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
  • Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
EE24/Canonical EE24 AI transcription of voice, combined with text interactions in all channels, identifies keywords and phrases along with customer context to improve responses. Detect changes in the occurrence of words and phrases over time and across interactions to unlock valuable insights into call outcomes. Most customer requests and issues follow consistent patterns, but you still need people to make sense of their language to respond. Teams can still miss emerging changes in customer requests until they become bigger issues. Finally, how can you identify better issue handling to adopt for training? 74ad401d-942d-422f-8b38-bb8668ab6a4b Chief Data Officer, Head of Customer Experience, Head of Customer Service 1 How are you identifying patterns of requests and issues on your current channels?


2 Do you think your teams are finding new or changing customer issues fast enough to respond proactively (before they snowball)?


3 How do you find the best practices that your teams are naturally developing so they can be shared or used for training?

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  • Poor, disappointing or ineffective customer service or customer service experiences
  • Inability to distinguish between performance of agents and effectiveness of Customer Service strategies
  • Reliance on anecdotal feedback about Customer Service effectiveness
  • Contention/ disagreement/ conflicting opinions on what is or is not effective either in terms of CX or Customer Service strategies or agent behavior
  • Wide variation in agent performance or effectiveness
  • Improved service performance
  • A/B testing of Customer Service strategies and agent behavior used to determine most effective approaches
  • Rapid iteration of customer engagement strategies to be more effective
  • Objective quantification of benefits in using Interaction Analytics for service improvement
EE25/Canonical EE25 Automated speech and text monitoring for comprehensive monitoring. Genesys systems check agent and organization compliance with legal, regulatory and organization obligations. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation. Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job. There isn’t time to check every interaction so you use sampling, but what if you miss a critical problem? 60b87aa0-2a24-4f42-9165-71d82cf5fea6 Chief Financial Officer, Head of Compliance, Head of Customer Service 1 Can you keep up with your monitoring goals?


2 Do you think your teams are following through on coaching from quality monitoring?


3 Do you feel ‘at risk’ sometimes because you aren’t monitoring every call?

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  • Loss or risk of loss due to non-compliance
  • Inability to validate or demonstrate compliance
  • Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources
  • Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
  • Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
  • Ability to incorporate compliance related reporting into agent training and ongoing improvement programs
EE26/Canonical EE26 Back-office scheduling tools to effectively and accurately forecast work loads, with schedule automation and manual management processes. These systems are widely used by a range of support organizations for dependable efficiencies by aligning work priorities while decreasing management overhead. Even the most consistent business has peak periods and needs that change over time. Staffing for peaks leaves some people sitting and waiting for work, but staffing for the average load means unhappy customers or incomplete work during peaks. What if you could better predict and respond to changes? 90f0cc58-1c6c-4487-8742-5d61f0123f68 Chief Financial Officer, Head of Contact Center(s), Head of Customer Service 1 Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?


2 Are your teams happy with their work patterns and shift assignments, or would they like more freedom to control their schedules?


3 Are you using manual processes (or spreadsheets) to manage schedules?

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  • No visibility into back office expected workload/staffing needs
  • Not meeting back office service expectations through increasing backlog
  • No visibility into real time back office employee monitoring and performance trending
  • Inability to optimize back-office employee utilization
  • Ability to automatically gather historical work item arrival and existing backlog information, determine future workload arrival patterns, and calculate precise staffing needs by unique back office work type.
  • Ability to see in real time the exact state of all back-office employees and how that relates to their optimized schedule state.
  • Ability to see predicted back-office arrival patterns as compared to actual arrival patterns to determine current and near-future trending
  • Ability to provide back-office employees with optimized schedules detailing how their time can and should be best spent in accordance with business goals and customer expectations.
EE27/Canonical EE27 The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and your existing systems, allowing automated synchronization of the two. This eliminates the need for redundant data management, resulting in improved system performance and happier IT personnel. Your organization has systems in place, like Human Resources or Payroll Management systems. The addition of a Workforce Management tool requires many of the same data elements that these systems use, which results in redundant data management. This causes frustration and unnecessary work for your IT personnel. 4138e351-2d1f-4446-9e95-89eab85af9b3 IT Administrator, Systems Administrator
  1. How much time do you spend performing redundant data management?
  2. What systems do you maintain that have interdependent data that need to match?
  3. What systems do you maintain that need to synchronize with Genesys WFM?
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  • Interdependent data needed by more than one system does not match.
  • Excessive manual synchronization of data between Genesys WFM and more than one system
  • Develop integration between WFM and one or more third party systems with the Genesys WFM API
EE28/Canonical EE28 Task sequencing allows your administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis. Within your contact center, you don't have the ability to optimize scheduling of certain tasks. For example, you may want your agents to do certain tasks only when they are not needed for higher priority work resulting in increased costs and decreased productivity. 7c4baaa8-ad4c-4644-83c5-d7af0fb5e182 Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Workforce Planning
  1. Do you have specific times for agents to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled?
  2. Do you need to optimize agents to do certain tasks only when they are not needed for higher priority work?
  3. Do you need to anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times?
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  • Cannot define specific times for agent's to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled. (Manual outbound dialing, email-box cleanup, TPS reports, manual correspondence, etc...)
  • Cannot optimize agents to do certain tasks only when they are not needed for higher priority work
  • Cannot anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times
  • Configure and implement Task Sequences
EE29/Canonical EE29 Record 100 percent of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications and long-term storage. Your contact center needs to meet quality and/or regulatory compliance requirements with voice and screen recording. If you don’t, you risk penalties and damaged reputation. 795c23f2-5ba3-4e3b-badb-c6fefec189fe Chief Information Officer, Head of Compliance, Head of Information Security
  1. What are the regulatory requirements of your business?
  2. What are the regional compliance standards that need to be met?
  3. Do you need to record 100% of calls?
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  • Requirement to meet compliance standards.
  • Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
EE30/Canonical EE30 With Genesys Selective Recording, you can define recording rules to capture the interactions that matter most to you. You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance. 5a99cdae-eb48-4f2d-b894-26f1e185463f Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
  1. What are your needs for recording specific segments of the business?
  2. What are the criteria for the interaction types to be recorded?
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  • A need to monitor team performance.
  • Need to guard your customer experience.
  • Define recording rules to capture the interactions needed to address the concern.
EE31/Canonical EE31 Provide live transcripts of the conversation, and relevant real-time knowledge suggestions on the agent's omnichannel desktop. Many customers prefer to use self-service options. But when they need to speak to someone, they expect that person to know all about their journey and how best to help them in real time. a6d6ac43-c876-4727-8b3c-24e86c7f7f94 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  • Do you currently have high training costs and lengthy onboarding for new agents?
  • Are you looking to reduce your current handle time?
  • Do your agents find it difficult and time consuming searching for information?
  • Do your agents spend more time looking for information rather than listening to the customer? Do you want to improve the quality and accuracy of information you are sharing with your customer?
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  • Agents without the right information give the wrong answer or take precious time finding the correct answer.
  • Agents spend an average of 12.5% of their work-week looking for information.
  • Agents want to help customers. If they don’t know how, they get frustrated.
  • Training material becomes quickly outdated.
  • Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real time as they talk.
  • Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
EE32/Canonical EE32 Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks. You need visibility of activity on the agent desktop in order to understand:
  • why certain types of calls or other types of media interactions take longer to handle that others
  • workflow - identify when issues are related to agent problems or to system issues
  • handling of multiple overlapping interactions
  • agent access to unauthorized activity
Head of Contact Center(s), Head of Customer Experience, IT Administrator
  1. How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
  2. How do you assess why some agents take longer to handle customer interactions than others?
  3. Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?
  4. Are there any concerns about agents accessing unauthorized information while handling interactions?
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https://all.docs.genesys.com/images-supersite/e/ea/EE32_-_Genesys_Agent_Desktop_Screen_Recording_%282%29.png This use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.
  • Inability to record agent desktop screens for all available media types
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support recording calls as well as digital channels
  • Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls along with agent desktop screen activity
  • Record all of your available customer digital channels along with agent desktop screen activity
EE33/Canonical EE33 Identify skills that drive desired business results, then create models to distribute this knowledge in aconsistent manner. Automate employee skills and capability assessments to measure, manage and developindividual skills. Provided targeted additional training if needed. To match customers with the most appropriate agents, you need an accurate assessment of employee skills.This challenging-but-necessary task can be complicated by internal processes. As you align with HR andoperations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience https://www.lucidchart.com/documents/edit/20e1357e-9582-4593-b7fa-5b26b1f3620f/0
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EE35/Canonical EE35 Genesys Cloud CX's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel. https://www.lucidchart.com/documents/edit/f7513c98-3737-40ef-8bb3-320ffd80e6a0/0 Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
  • What communication channels do you offer your customers?
  • Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?


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https://docs.genesys.com/images-supersite/b/b9/EE35_-_Genesys_Post_Interaction_Survey_%282%29.jpg Please be advised this use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.

How does contact center performance impact customer experience?

  • For example - when service level is bad:
    • Do customers get frustrated with long wait times?
    • Do you know if/how that effects their experience when communicating with agents?
  • Identify improvement opportunities for agents by sharing the customer's perception of their experience
  • Identify and act on sources of customer satisfaction and frustration
    • Align quality evaluation expectations with what your customers expectations of quality service
  • Identify contact center procedural/process improvement opportunities
MK01/Canonical MK01 Use Genesys Multi-channel Messaging for Marketing to develop multi-wave campaigns that leverage calls, voice messages, emails and text messages to compliantly communicate with your prospects and customers with your messages at the right time Marketing is not just about the message, it's about contacting the right party at the right time. Reaching them at the right moment with a personalized message using their preferred channel is hard and increasing regulation does not help. https://www.lucidchart.com/documents/edit/a98571ee-2dde-48f9-8eb9-42b1e56756df/0 Chief Marketing Officer, Head of Customer Experience, Head of Marketing Operations
  1. What outbound channels are you using to engage directly with prospects and customers- calls (dialer), voice messages, email, text messaging?
  2. How do you manage multi-channel campaigns?
  3. What regulatory compliance due you need to ensure?
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OP01/Canonical OP01 Consolidate multiple systems to a single, reliable platform for both contact center and business users. With a unified platform, enterprises can seamlessly connect with customers, partners and teams anywhere. Enjoy fast deployment, simplified administration, improved efficiency and reduced total cost of ownership. Companies are tired of dealing with the complex maze of separate communications solutions that require

more resources to deploy and maintain, increase cost of ownership, and leave the business without a good way of collaborating across teams. Customers and employees are too important to just maintain the status quo.

973e20ec-acf5-420b-a7e7-712420666948 Chief Information Officer, Chief Technical Officer, Head of IT Infrastructure
  1. Are you locked into maintenance contracts for outdated proprietary hardware for your enterprise users?
  2. Do you want to consolidate your systems and reduce the administration headaches for your enterprise users?
  3. What are your plans to move your existing infrastructure and applications to the cloud?
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  • The customer's current enterprise PBX is no longer under warranty.
  • There is uncertainty whether current infrastructure is being maintained by the manufacturer.
  • The customer is spending too much money maintaining outdated equipment.
  • The customer has to outsource support for an enterprise PBX.
  • The customer owns multiple siloed PBX platforms.
  • Existing PBX is managed and maintained as a solution separately from Genesys.
  • Allows single source of administration and support.
  • Allows single source of administration and support for all PBX functionality.
  • Enterprise users are added onto the Genesys infrastructure that the customer currently uses for contact center.
  • Support and maintenance for both PBX and contact center is consolidated into one platform.
  • Supports PBX growth through licensing to deliver exactly what the customer needs.
OP02/Canonical OP02 Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent. CRM information and the contact center traditionally been silo'ed, but they don't have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them. c9fc7576-7984-45d4-be07-b38397bddd74 Chief Technical Officer, Head of Customer Experience, Systems Administrator
  1. Do you give customers a self-service option for easy inquiries and updates?
  2. Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
  3. Are you meeting service levels across your business?
  4. Do your agents have the information needed to handle the call immediately when the call is delivered to them?
  5. Do your agents work primarily out of the CRM when handling customer calls?
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  • Silo'ed data in the CRM
  • Navigating IVR difficult
  • Inefficient routing
  • Duplicate questions in the IVR and by the agents
  • Utilize existing information to simplify the IVR
  • Use existing information to make better routing decisions
  • Eliminate duplicate effort by surfacing customer info directly to agents
OP04/Canonical OP04 A wide variety of voice services connectivity options can provide ultimate flexibility and choice—so whether you want to use the same vendor for your contact center solution and voice services, or you prefer to bring your own carrier and manage your own costs, you're able to keep up with your business' shifting needs, all while extending cloud benefits across the business to provide speed, stability and agility. While new communication channels continue to crop up, the importance of voice remains. But physical hardware and network maintenance can be cumbersome and doesn't scale well. Meanwhile, your business is growing and today's needs may not be the same as next year's needs. 6df2ab8e-c1aa-40b0-9e5a-1aa5b82a8ab6 Head of IT Infrastructure
  1. Are you interested in consolidating the number of vendors you work with? Or are you interested in keeping your existing carrier or PBX infrastructure?
  2. How easy is it to acquire and provision new numbers, of deploy new users or offices?
  3. Is internet latency or remote survivability a concern?
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  • Difficulty scaling business communications
  • Overhead related to infrastructure and network maintenance
  • Carrier flexibility to support global growth; ability to easily add new users and offices
  • Reduce hardware and network needs
OP07/Canonical OP07 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.     Agents work in many different, disconnected systems. Each toggle or change in device adds more time and more friction in the employee experience. bd771342-1d9e-4df9-908b-7bcb0ba1a20d Head of Business Units, Head of IT Infrastructure, IT Administrator
  1. What UC solution are you considering or using today?
  2. Do you need a single, holistic UC solution for your entire business?
  3. Does the Contact Center operate independently of the rest of the organization?
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https://docs.genesys.com/images-supersite/f/f2/OP07_Datasheet_Image.png 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.  

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

SL01/Canonical SL01 Improve the ROI of outbound sales campaigns by efficiently acquiring, upselling, and winning back customers through automated and assisted calling campaigns by using a powerful dialer for voice calls and IVR for voice messaging. Dialing for sales outreach is a hard job that requires specialized skills. Low agent utilization due to sub-par dialers, manual dialing, lack of appropriate blending of inbound/outbound resulting in fewer sales conversions. https://www.lucidchart.com/documents/edit/ad342e49-8bb9-4431-946e-650dcae491c2/0 Head of Customer Experience, Head of Sales, Head of Sales Operations
  1. How effective are the Outbound channels you are using?
  2. What is your monthly volume of Outbound interactions?
  3. What is the size of your sales rep organization and their utilization rate?
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SL03/Canonical SL03 Provide a proactive, personalized self or assisted, yet consistent experience based on customer journey. Genesys Proactive Chat for Sales can offer real time assistance with chat, based on previous customer interactions, and provide better online experience, reduce shopping cart abandonment and improve sales. When your customers are on your website or mobile application, they are looking to fulfill their need quickly and efficiently. If they run into trouble, they may not know that help is just a click away. https://www.lucidchart.com/documents/edit/ab826b43-3f34-4a60-a6fe-eb689c05cf42/0 Chief Digital Officer, Head of Customer Experience, Head of Customer Service
  1. Do you monitor your customers behavior on your website or mobile application, and customer journey across channels?
  2. Can you proactively engage in real time with online customers based on customer behavior and past interactions?
  3. Based on customer behavior, can you route to the best skilled agent to improve conversions?
SL04/Canonical SL04 Proactively offer customers a webchat, callback or click-to-call based on their website behavior. You engage for behaviors on specific parts of your website and based on your staff's availability. This allows you to help your customers navigate and complete sales, without needing to start the transaction over Sometimes when prospects or customers come to your website they get lost or stuck when trying to find information or make a purchase. This leads to frustration and subsequent abandonment. You lose sales revenue and these opportunities go elsewhere or possibly call you, increasing your costs. https://www.lucidchart.com/documents/edit/50987266-828d-4268-8c19-e66cd6769017/0 Head of Customer Experience, Head of Ecommerce, Head of Sales
  1. Do you monitor customer online behaviors on Web & Mobile?
  2. Are you able to engage with online prospects and customers based on website behavior?
  3. Can you proactively engage on a given channel based on your sales rep availability?
SL05/Canonical SL05 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. 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. https://www.lucidchart.com/documents/edit/f4df9d53-4431-4b89-a280-0828887b1381/0 Head of Ecommerce, Head of Sales, Head of Sales Operations
  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?
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  • 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
  • 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
SL06/Canonical SL06 Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the finest grain matching between sales reps and customers and appropriately routes the interaction on the customer’s preferred channel. Your existing routing strategy doesn’t use machine learning to adapt to the changing patterns of interactions and optimize for sales conversions. You want customers to speak with a rep who can fulfill their need quickly and is predicted best to increase revenue, based on customer journey. Don't let your CX scores suffer! c143ab1e-4eda-43fa-a996-66f4f68e4451 Head of Business Units, Head of Customer Experience, Head of Customer Service
  1. Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
  2. Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?
  3. Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?
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  • Low revenue per agent or customer. Variability in business outcomes.
  • Frustrated customers or repeat interactions – cannot get access to an agent providing the proper proficiency on the offer
  • Resource inefficiency and high costs – agents have a low conversion rate and waste customer’s and contact center resources
  • Reduced employee satisfaction – employees don’t achieve their goals.
  • Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve Revenue before routing
  • Employ continuous learning by feeding back actual outcomes to update predictive models
  • Managers can gain insights to help identify root causes and employee training opportunities
  • Managers can view reports identifying attributes that influence KPI
  • A/B testing methodologies can be applied to evaluate lift
  • Deep integration with Genesys routing and orchestration
SL08/Canonical SL08 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. 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. https://www.lucidchart.com/documents/edit/fdf89a48-bcf0-4a15-a774-78a16df8caea/0 Head of Contact Center(s), Head of Sales, Head of Sales Operations
  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?
SL09/Canonical SL09 Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilitiesto identify the right moments for proactive engagement via a web chat. It’s challenging to identify the right individual, the best moments, and the optimal ways to engage online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but growing your inside or eCommerce sales staff is costly. https://www.lucidchart.com/documents/edit/aa57095f-7276-4379-9221-38b3d5b3f633/0 Chief Marketing Officer, Head of Marketing Operations, Head of Sales Operations
  1. What insights do you have about the behaviors that determine whether a website "browser" will become a customer?
  2. How do you know when to engage with online customers to increase your sales conversions?
  3. Which channels of engagement can you use today to proactively to engage visitors to your website?
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  • Inability to see, understand and engage in real time with customers and prospects across channels.
  • Low conversion rate on website.
  • Poorly utilized inside sales staff.
  • Difficulty in creating and converting qualified online sales opportunities.
  • Low optimization of website user journeys of efficient engagement through self- and assisted- service.
  • Use journey analytics to detect where customers or prospects struggle on a website. Use this information to engage a sales rep at the critical point in the sales process.
  • Identify the visitor's segmentation, monitor their web behavior, and predict their outcome score related to the online purchasing process to define rules on when intervention is necessary.
  • Proactively engage with prospects via chat or content offer if this score drops below a defined threshold while on the website.
  • Identify hot leads on the website via customer browsing behavior and predict customer likelihood to perform a specific action.
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