Drilldown: SMART Meta

EE09 (1) · WF01 (1) · WF06 (1)

Genesys Forecasting and Scheduling (1) · Genesys Quality Management (2)

Empower employees with self-administration of their schedule · Optimizing work distribution across the enterprise to deliver all promises on time · Record voice and screen interactions · Improve employee performance with quality management · Enrich, prioritize and distribute missed conversion opportunities · Gain basic insight into voice interactions using speech analytics · Accelerate payments collected using multiple channels · Optimize employee utilization for all digital interactions · Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent · Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent · Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement. · Optimize utilization for back-office and task-based workers · Optimize tasks sent to workbins · Optimize employee utilization for voice interactions · Optimize employee utilization and operational effectiveness by forecasting and scheduling for all omnichannel interactions while empowering staff through various scheduling techniques and empower employees with self-administration of their schedule. · Prioritize and distribute missed sales conversion opportunities · Offer FAQs to customers and a knowledge library to employees · Offer callback to queuing callers · Offer a powerful new way for customers to connect with you directly in Messages · Monitor customer behavior on your website to enable proactive engagement

Other values: ; Achieve deeper operational insights with speech and text Analytics Achieve deeper operational insights with speech and text analytics improving agent and customer experiences while enforcing compliance and legal responsibilities. Agent Skills development, Performance management and Gamification Align employee skills and capability with operational performance Allocate dynamically generated phone numbers to web visitors to track & attribute their calls to sales campaigns. Apply personalized routing to digital interactions Apply personalized routing to voice interactions Automate employee skills and capability assessment Automate onboarding for improved speed to competency Automate personal development plan for employees Automate responses for digital interactions Automate responses to inbound emails Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications. Capture payments in your IVR Centralize routing of calls for branch office, point of sale, or any location Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation. Control the scheduling of the sequence of task agents work on Deliver selective recording of your agents based on metadata for review purposes Deploy enterprise wide certification programs and fulfill regulatory compliance Empower employees to influence their schedules Enable bi-directional Integration of WFM with 3rd party systems Enable click-to-call from your website or app to improve service and conversions Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms. Enable customers to request a callback from your website or app Enable schedule-based routing Enable your contact center to meet quality and/ or regulatory compliance requirement Enforce compliance and legal responsibilities with speech and text analytics Engage across the broader enterprise using Skype for Business instant messaging Engage customers in sales conversations using their favourite messaging channels. Engage customers in sales conversations within your mobile app. Engage website users across multiple channels to increase sales conversions Engage with your customers through social channels Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions Extend journey orchestration to back-office workflows Extend web messaging, voice or chat interactions with Co-browse Guide reps and automated actions with best practice sales playbooks. Identify and compare employee performance Identify and route repeat contacts across channels Identify and verify customers in your IVR Improve conversion rates with integrated campaigns across all the channels your customers choose to use. Improve customer communications and increase sales conversion using powerful dialer capabilities Improve customer communications with outbound calling Improve customer conversions by offering a callback Improve customer conversions by proactively offering chat Improve operational effectiveness by better managing agent non-working time Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey. Improve sales success with AI-enabled prompting of next best offer/action for sales reps and bots. Increase contact rates using outbound voice campaigns Increase sales conversion rates by offering a callback Increase sales conversion using powerful dialer capabilities Increase sales conversions by proactively offering chat Increase sales conversions using powerful dialer capabilities. (CX Contact) Increase self-service by personalizing your IVR Manage skills and capabilities of outsourcer employees Manage training, coaching and offline activities scheduling across the workforce Mine call recordings for insights to improve agent and customer experiences Mine messaging conversations for insights to improve conversions & attribution. Monitor and analyze interaction data to detect addressable service level anomalies Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. Monitor customer and agent conversations to provide the agent with timely prompts and additional information Present your customers with a visual way to complete or complement voice interactions Push tasks to workers' personal queues based on multiple data sources Reach out to website users through multiple channels to offer help Record Agent Desktop Screens Record all interactions to improve training, compliance and efficiency. Record the entire IVR interaction Record voice interactions Route SMS interactions to the best resource Route chat interactions to the best skilled resource Route email interactions to the best skilled resource Route voice interactions to the best skilled resource Route voice interactions to the best skilled resource with personalization and callback option Simplify contact center and business communications Telephony Connection Options Use AI powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot. Use Amazon Lex to provide natural language understanding in your IVR Use SMS and email to send personalized, timely and relevant notifications to customers. Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. Use customer information to personalize notifications Use long-lived message history to support sales of considered purchases. Use machine learning powered journey analytics to monitor website activity, predict visitor outcomes, and proactively engage with prospects and customers Use machine learning to predict the right time to engage customers and the next best action to engage with. Use machine learning to predict the right time to engage customers using information from all interaction channels. Use multiple channels to notify customers Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. Web-Based survey for multi-channel interactions stomer and agent conversations to provide the agent with timely prompts and additional information

None (2) · Employee Engagement (1)

Workforce Engagement (3)