View table: SMART_Canonical
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 116 rows altogether.
Page | ID | PlatformSolution | PlatformChallenge | Benefits | HighLevelFlow | HighLevelFlowLucid | HighLevelFlow Steps | BuyerPersonas | QualifyingQuestions | DataSheetImage | DataSheetImageURL | PainPoints | DesiredState |
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BO01/Canonical | BO01 | Extend end-to-end journey orchestration to the back office. Provide a single pane of glass to agents for handle all work. Provide end-to-end observability and management. | In today's digital landscape, delivering seamless customer experiences is crucial for any organization's success. However, crafting a truly delightful experience goes beyond the initial interaction in the contact center. It requires a intentional approach, orchestrating both the customer interactions, originating in the contact center, and the back-office tasks, such as order fulfillment, account updates, and technical support, that ensure a positive outcome. Brands fail to meet these expectations if work falls through the cracks, leading to frustrated customers and inefficiencies within the organization. Employee morale can suffer with mounting workloads, while the business faces issues like low utilization, failed SLAs, high transfer rates, customer churn, lower sales, and poor visibility into overall performance. To address these challenges, organizations need a better way to orchestrate work from the first interaction in the contact center all the way through to resolution. | Head of Business Units, Head of Customer Experience, Head of Customer Service |
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https://all.docs.genesys.com/images-supersite/f/fe/Work_Automation_Header.png |
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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 |
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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 |
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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 |
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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 |
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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?
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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 |
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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 |
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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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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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.
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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 |
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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. | Companies want a quick way to engage with their customers to notify them 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 |
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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 |
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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 |
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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) |
outbound IVR, email, text messaging?
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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 |
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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 |
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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 |
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•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 |
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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 |
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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 |
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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.
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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 |
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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 |
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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 |
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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 |
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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 |
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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. | https://www.lucidchart.com/documents/edit/5e640adf-24ad-4b34-97e0-c23575a4035e/0 | Chief Digital Officer, Head of Customer Experience, Head of Customer Service |
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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 |
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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 |
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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 |
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CE31/Canonical | CE31 | Blended AI chatbots automate natural language conversations, even across channels. Genesys blended 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 Engage only. |
Many customer service, sales or support conversations with customers are repetitive — frustrating both to customers and to employees. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction. | https://www.lucidchart.com/documents/edit/0cd99598-9d44-41b7-8891-c768da389418/0 | Chief Financial Officer, Head of Customer Experience, Head of Customer Service | 1 Do you want to increase NPS while saving on contact center expense?
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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?
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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 |
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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 |
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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
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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 |
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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 |
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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 |
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CE45/Canonical | CE45 | Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution. | Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success. | Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s) | https://all.docs.genesys.com/images-supersite/f/f9/CE11_-_genesys_outbound_dialer_-_header.png | ||||||||
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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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?
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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?
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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?
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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)?
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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 |
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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 |
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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 |
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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 |
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EE31/Canonical | EE31 | Provide live transcripts of the voice 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 (via voice or chat), they expect that person to know all about their journey and how best to help them in real time. | https://www.lucidchart.com/documents/edit/a6d6ac43-c876-4727-8b3c-24e86c7f7f94/0 | Head of Contact Center(s), Head of Customer Experience, Head of Customer Service |
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EE32/Canonical | EE32 | Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces knowledge and guides agents to their next best actions, summarizes interactions, and predicts wrap-up codes. | Agents balance many tasks simultaneously: speaking to customers (sometimes more than one at a time), reviewing data, finding answers, planning what to say and do next, and capturing notes. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before. To deliver standout customer experiences, agents must have useful data and insights, within the work space that they’re already using, at the moment of need. |
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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 | https://all.docs.genesys.com/images-supersite/8/82/CE28_-_genesys_knowledge_management_-_header_%282%29.png | ||||||||
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 |
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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 |
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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. |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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