Genesys Digital Callback (CE22) for GenesysEngage-onpremises

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This topic is part of the manual Genesys Engage on-premisess Use Cases for version Public of Genesys Use Cases.
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Enable customers to request a callback from your website or app

What's the challenge?

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.

What's the solution?

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.

Story and Business Context

At times, customers browsing your website or mobile app realize they need assistance. You can create a seamless transition by offering a callback option, either immediate or scheduled, that gets the customer to the right agent based on their stated issue. The contact center agent is provided with the context of the request for a seamless customer experience.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Level peaks with callback and better manage resource occupancy
Improved First Contact Resolution Provide additional context to the best agent through skills-based routing
Improved Net Promoter Score Lower customer effort and improved customer experience through a seamless transition from self-service to assisted service
Increased Revenue Improve online sales conversions by offering the option for a callback
Reduced Handle Time Decrease handle time and queue time through a callback scheduled at the caller's convenience

Summary

A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.


Use Case Definition

Business Flow

The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.

Business Flow Description Website Flow

  1. The customer browses the company's website and requires help.
  2. The customer clicks the “callback” button/widget, powered by Genesys Widgets.
  3. The website widget displays a brief registration page to the customer. Genesys provides a standardized widget for Callback.
  4. The customer enters his name and phone number. Optionally, the name and phone number can be automatically set if the customer is authenticated within the website.
  5. Using the information collected in the previous step, including the content of the page the user is visiting, Genesys determines the appropriate agent skill, then calculates agent availability. The customer may choose either:
    • Immediate Callback: In this case, the callback is immediately queued and then initiated once an agent with the required skill is available.
    • Scheduled Callback: In this case, the customer chooses from available time slots. Time slots can be configured in 15, 30, or 60 minute intervals. Capacity at each slot is configurable within the Callback user interface by the company’s administrator.
  6. The customer chooses a callback option and the corresponding callback request is created within the Genesys system.
  7. At the requested time (or immediately in the case of Immediate Callback), the callback is queued to be distributed to an agent with the right skill. By default, the skill target is specified on the Genesys Callback Service object configuration.
  8. When an agent with the requested skill becomes available, the agent is reserved and an outbound call is initiated to the customer phone number.
    • a. If the caller answers the call, an announcement is played to inform the customer that this is the callback he requested. A sample announcement could be: “This is your requested callback from company XYZ. Please press 1 to confirm that you requested this callback, and you will be connected to an agent.” The customer can confirm the callback by pressing “1”, and he will be connected to the agent.
    • b. If the customer does not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voicemail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
  9. After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.

Business Flow

Business Flow—Mobile App (available in Premise-only)

Business Flow Description Mobile Flow

  1. The customer browses the company's mobile application and requires help.
  2. The customer clicks the “callback” button or link in the mobile app.
  3. The app displays a brief registration page to the customer.
  4. The customer enters his name and phone number. Options:
    • Name and phone number can be automatically set if the customer is authenticated within the app.
    • Depending on the implementation of the callback logic in the mobile app, the option to select a specific skill is based on the particular page from where the callback is requested.
  5. Using Genesys APIs, the website widget retrieves the Expected Wait Time (EWT) for an immediate callback and available time slots for a scheduled callback for a specific service, and displays the options to the customer. (Note: The request from the app to Genesys must contain one of a set of predefined subjects which are used to determine the requested skill for an agent, the current EWT, and the available time slots.) The customer may choose either:
    • Immediate Callback: In this case, the callback is immediately queued and then initiated once an agent with the required skill is available.
    • Scheduled Callback: In this case, the customer chooses from available time slots. Time slots can be configured in 15, 30, or 60 minute intervals. Capacity at each slot is configurable within the Callback user interface by the company’s administrator.
  6. The customer chooses a callback option and the corresponding callback request is created within the Genesys system.
  7. At the requested time (or immediately in the case of Immediate Callback), the callback is queued to be distributed to an agent with the right skill. By default, the skill target is specified on the Genesys Callback Service object configuration.
  8. When an agent with the requested skill becomes available, the agent is reserved and:
    • a. For customers who opt in for push notifications, a push notification is sent to the customer indicating their callback is ready. If this is accepted, an outbound call is initiated. The customer may select to further delay the callback or cancel it entirely. This ability for the customer to accept, delay, or cancel can be configured within the app and push notification.
    • b. For customers who do not opt for push notifications, an outbound call is initiated. For customers who do not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voice mail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
  9. After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.