Genesys Documentation - User contributions [en]

UseCases/Current/GenesysEngage-onpremises/CE10

2019-05-31T15:20:48Z

Cboring:

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Customers can complete tasks such as address change or email entry through a visual interface that would be difficult or impossible to do through IVR alone.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Customer frustration with speech or touchtone entry of complex information such as addresses or letter & number combinations is reduced.
}}{{SMART Benefits
|UCBenefitID=Reduced IT Operational Costs
|UCBenefit=Single platform for design of multi-modal experiences reduces development and deployment costs.
}}
|UCOverview=Voice self-service interactions have limitations, especially when it comes to handling multi-step tasks or complex inputs such as alphanumeric characters or email addresses. With the adoption of smartphones, we now have the ability to present callers a visual means to complete their task or complement their voice interaction.The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business.
* Increased self-service and reduction of handle time by giving the caller the ability to complete tasks on a visual User Interface rather than transfer to an agent (mixing of visual and voice for information that is difficult to capture on voice, such as address, postal code, email address, or tracking number)
* Improved NPS by providing a more efficient and shorter interaction with the customer
* Lower total cost of ownership by designing the customer experience once and deploying across the voice and visual channels
|UCSummary=The customer can choose a voice or visual channel to navigate the call, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.

The Visual IVR can present menus, messages, and self-service tasks. Context is maintained between voice and visual channels. This is ideal when a customer must enter a complex input or view a complex output. Effectively the voice channel is not convenient for capturing complex information, such as addresses, postal codes, email addresses, or alphanumeric tracking numbers. The Visual IVR ensures accurate, first-time resolution, avoiding customer frustration or escalations.

During the visual interaction, the IVR actively disables the voice input to avoid background noise interfering on the voice channel.
|PainPoints=* 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
|DesiredState=* 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
|MaturityLevel=Differentiated
|SellableItems=CIM, CIM HA (Optional), Genesys Intelligent Automation Omnichannel Self-Service, Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional), Genesys Voice Platform (incl add'l capability), Genesys Voice Platform (incl add'l capability) - HA (Optional), AIModule for ASR (Optional), AIModule for ASR - HA (Optional), AIModule for TTS (Optional), AIModule for TTS - HA (Optional), Genesys Infomart (Optional), Genesys Infomart - HA (Optional), Genesys Interactive Insights (Optional), SIP Interaction, SIP Interaction - HA (Optional), SIP Business Continuity (Optional), Interaction Workspace (Optional)
|CloudAssumptionsAdditional_Sales=* This use case is not available in the Cloud
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* Requires Genesys Intelligent Automation
* Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation
* XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, the agent and the caller.
|BusinessImage=https://www.lucidchart.com/documents/edit/e7f07697-4cf4-42ca-b390-7fa7f481d5d8/0
|BusinessFlowDescription=# A customer calls one of the company’s service lines.
# The IVR application answers the call.
# If complex input/output is required, the IVR application offers a Visual IVR to the customer. Genesys offers the visual option (through a voice announcement) to the caller and asks if they would like to proceed. The voice announcement also informs the caller that a smart phone is required.
# Callers who do not want to proceed with the visual option can continue with the voice-only IVR.
# Genesys asks if customer wants to proceed with visual interaction
#* If the caller accepts and provides their phone number (as needed), Genesys sends the caller an SMS with a hyperlink to initiate the visual interaction. The voice channel remains active.
#* If the caller clicks on the link in the SMS, the visual interaction on the caller’s mobile web browser is started in parallel to the voice channel. Context can be passed from the voice channel to the visual channel.
# Genesys displays visual flow while the voice channel helps the caller. During the Visual Interaction phase, the IVR actively disables caller voice input.
# The customer completes the task on the visual user interface and selects the next option, potentially repeating the previous step.
# Once the customer completes the visual IVR task, a regular voice-only IVR may resume the application. For example, once an address change is completed visually, the call might not end and continue via other self-service application and/or escalate to an agent.
# Genesys ends the session.
}}
|BusinessLogic====Is Visual IVR required?===
The need for Visual IVR is determined by specific business rules within the Genesys Intelligent Automation IVR application.
===Voice prompts and input options===
All voice prompts and menu options within this flow can be flexibly changed by the customer.
|DistributionLogic=N/A
|CustomerInterfaceRequirements=The visual interaction is displayed in a mobile web browser. Adjustments to a CSS within Genesys Intelligent Automation can fulfill company style guide requirements.

An example CSS style guide will be provided.

Customization of CSS by Genesys is out of scope.
|AgentDeskRequirements=N/A
|RealTimeReporting=Real-time reporting is not supported for Visual IVR.
|HistoricalReporting=Intelligent Automation offers a suite of internal reports details below:

'''Dashboard'''
* Application Overview
* System Pulse
* Real-time Graphs

'''Prebuilt Reports'''
* Summary
* Calls per Day
* Calls by Time of Day
* Block Results
* Recognition Summary
* Business Task Summary

'''Customer Journeys'''

* See what’s important to callers
* Monitor the impact of changes
* Compare customer experience
* Data Extracts (CSV format)
* Call Details
* Business Tasks
* GUI Actions
* Inbound SMS
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.1.3
}}
|GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
* Genesys Visual IVR must be selected.
* The Visual IVR application is designed within Genesys Intelligent Automation.
* The company has a database that can be used to complete self-service interactions.
* A Genesys Intelligent Automation Load Balancer and/or customers must route requests to the Visual IVR.
* Implementation of third-party natural language understanding (NLU) engine is out of scope.
* MicroApps are to be chosen from the MicroApp catalogue.
* ORS is required.
* MicroApps can support UTF-8 languages.
* The Genesys Intelligent Automation Control Center required to configure the IVR application and Visual IVR is currently localized to support the following languages:
** English (United Kingdom)
** French
** Spanish (Mexican)
** German
|CustomerAssumptions=* Customer provides standards-based XML/HTTP web services to support integration to backend systems.
* Customer provides an XML/HTTP web service to support access to an SMS gateway.
* Customer is responsible for the setup and charges relating to the SMS account.
|Optional=CE07, CE08, CE09, CE32
|PremiseAssumptionsAdditional=* Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation,
* XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
|CloudAssumptionsAdditional=This use case is not available in the cloud
}}

UseCases/Current/GenesysEngage-onpremises/CE10

2019-05-31T15:17:24Z

Cboring: UCC: This version 1.1.3 incorporates GIA reporting updates per Jonathan McKenzie. Also incorporated feedback from Tommy Minta and removed inline commentary.

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Customers can complete tasks such as address change or email entry through a visual interface that would be difficult or impossible to do through IVR alone.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Customer frustration with speech or touchtone entry of complex information such as addresses or letter & number combinations is reduced.
}}{{SMART Benefits
|UCBenefitID=Reduced IT Operational Costs
|UCBenefit=Single platform for design of multi-modal experiences reduces development and deployment costs.
}}
|UCOverview=Voice self-service interactions have limitations, especially when it comes to handling multi-step tasks or complex inputs such as alphanumeric characters or email addresses. With the adoption of smartphones, we now have the ability to present callers a visual means to complete their task or complement their voice interaction.The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business.
* Increased self-service and reduction of handle time by giving the caller the ability to complete tasks on a visual User Interface rather than transfer to an agent (mixing of visual and voice for information that is difficult to capture on voice, such as address, postal code, email address, or tracking number)
* Improved NPS by providing a more efficient and shorter interaction with the customer
* Lower total cost of ownership by designing the customer experience once and deploying across the voice and visual channels
|UCSummary=, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.

The Visual IVR can present menus, messages, and self-service tasks. Context is maintained between voice and visual channels. This is ideal when a customer must enter a complex input or view a complex output. Effectively the voice channel is not convenient for capturing complex information, such as addresses, postal codes, email addresses, or alphanumeric tracking numbers. The Visual IVR ensures accurate, first-time resolution, avoiding customer frustration or escalations.

During the visual interaction, the IVR actively disables the voice input to avoid background noise interfering on the voice channel.
|PainPoints=* 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
|DesiredState=* 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
|MaturityLevel=Differentiated
|SellableItems=CIM, CIM HA (Optional), Genesys Intelligent Automation Omnichannel Self-Service, Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional), Genesys Voice Platform (incl add'l capability), Genesys Voice Platform (incl add'l capability) - HA (Optional), AIModule for ASR (Optional), AIModule for ASR - HA (Optional), AIModule for TTS (Optional), AIModule for TTS - HA (Optional), Genesys Infomart (Optional), Genesys Infomart - HA (Optional), Genesys Interactive Insights (Optional), SIP Interaction, SIP Interaction - HA (Optional), SIP Business Continuity (Optional), Interaction Workspace (Optional)
|CloudAssumptionsAdditional_Sales=* This use case is not available in the Cloud
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* Requires Genesys Intelligent Automation
* Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation
* XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, the agent and the caller.
|BusinessImage=https://www.lucidchart.com/documents/edit/e7f07697-4cf4-42ca-b390-7fa7f481d5d8/0
|BusinessFlowDescription=# A customer calls one of the company’s service lines.
# The IVR application answers the call.
# If complex input/output is required, the IVR application offers a Visual IVR to the customer. Genesys offers the visual option (through a voice announcement) to the caller and asks if they would like to proceed. The voice announcement also informs the caller that a smart phone is required.
# Callers who do not want to proceed with the visual option can continue with the voice-only IVR.
# Genesys asks if customer wants to proceed with visual interaction
#* If the caller accepts and provides their phone number (as needed), Genesys sends the caller an SMS with a hyperlink to initiate the visual interaction. The voice channel remains active.
#* If the caller clicks on the link in the SMS, the visual interaction on the caller’s mobile web browser is started in parallel to the voice channel. Context can be passed from the voice channel to the visual channel.
# Genesys displays visual flow while the voice channel helps the caller. During the Visual Interaction phase, the IVR actively disables caller voice input.
# The customer completes the task on the visual user interface and selects the next option, potentially repeating the previous step.
# Once the customer completes the visual IVR task, a regular voice-only IVR may resume the application. For example, once an address change is completed visually, the call might not end and continue via other self-service application and/or escalate to an agent.
# Genesys ends the session.
}}
|BusinessLogic====Is Visual IVR required?===
The need for Visual IVR is determined by specific business rules within the Genesys Intelligent Automation IVR application.
===Voice prompts and input options===
All voice prompts and menu options within this flow can be flexibly changed by the customer.
|DistributionLogic=N/A
|CustomerInterfaceRequirements=The visual interaction is displayed in a mobile web browser. Adjustments to a CSS within Genesys Intelligent Automation can fulfill company style guide requirements.

An example CSS style guide will be provided.

Customization of CSS by Genesys is out of scope.
|AgentDeskRequirements=N/A
|RealTimeReporting=Real-time reporting is not supported for Visual IVR.
|HistoricalReporting=Intelligent Automation offers a suite of internal reports details below:

'''Dashboard'''
* Application Overview
* System Pulse
* Real-time Graphs

'''Prebuilt Reports'''
* Summary
* Calls per Day
* Calls by Time of Day
* Block Results
* Recognition Summary
* Business Task Summary

'''Customer Journeys'''

* See what’s important to callers
* Monitor the impact of changes
* Compare customer experience
* Data Extracts (CSV format)
* Call Details
* Business Tasks
* GUI Actions
* Inbound SMS
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.1.3
}}
|GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
* Genesys Visual IVR must be selected.
* The Visual IVR application is designed within Genesys Intelligent Automation.
* The company has a database that can be used to complete self-service interactions.
* A Genesys Intelligent Automation Load Balancer and/or customers must route requests to the Visual IVR.
* Implementation of third-party natural language understanding (NLU) engine is out of scope.
* MicroApps are to be chosen from the MicroApp catalogue.
* ORS is required.
* MicroApps can support UTF-8 languages.
* The Genesys Intelligent Automation Control Center required to configure the IVR application and Visual IVR is currently localized to support the following languages:
** English (United Kingdom)
** French
** Spanish (Mexican)
** German
|CustomerAssumptions=* Customer provides standards-based XML/HTTP web services to support integration to backend systems.
* Customer provides an XML/HTTP web service to support access to an SMS gateway.
* Customer is responsible for the setup and charges relating to the SMS account.
|Optional=CE07, CE08, CE09, CE32
|PremiseAssumptionsAdditional=* Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation,
* XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
|CloudAssumptionsAdditional=This use case is not available in the cloud
}}

CE38/Canonical

2018-08-21T17:25:01Z

Cboring: UCC: New Canonical page leveraging digital content but specifically for email

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Email Auto Response
|Subtitle=Automate responses to inbound emails
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8304bcac-103d-48b8-a381-f9dd0bcd0c5e/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Do you analyze content of email?
# Do you provide suggested responses to your agents?
# Do you allow escalation if answer was not satisfactory?
}}
{{SMART DataSheetFlow
|Flow=A customer is looking for information
}}
{{SMART DataSheetFlow
|Flow=Customer sends an email or submits a web form
}}
{{SMART DataSheetFlow
|Flow=The content or question is analyzed, and the best response is sent to the customer
}}
{{SMART DataSheetFlow
|Flow=Customer asks for escalation if answer is not satisfactory
}}
{{SMART DataSheetFlow
|Flow=The agent replies to the customer with a tailored response
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Volume of Interactions
|CanonicalBenefit=Reduce volume of interactions handled by agents by deflecting to automated responses.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Improve average handling time by providing agents with suggested responses.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Improve revenue through recognizing and escalating opportunities
}}

SL09/Canonical

2018-08-08T13:53:14Z

Cboring:

{{SMART Meta
|SolutionCategory=SL
|Solution=Sales
|Title=Genesys Predictive Engagement
|Subtitle=Use machine learning powered journey analytics to monitor website activity, predict visitor outcomes, and proactively engage with prospects and customers
}}
{{SMART Canonical
|BuyerPersonas=Chief Digital Officer, Head of Ecommerce, Head of Sales
|QualifyingQuestions=# What insights do you have about the behaviors that determine whether a website "browser" will become a customer?
# How do you know when to engage with online customers to increase your sales conversions?
# Which channels of engagement can you use today to proactively to engage visitors to your website?
|PlatformChallenge=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.
|PlatformSolution=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 chat, callback, or content offer. Notify sales reps of hot leads and provide insights to their buying journey.
}}
{{SMART DataSheetFlow
|Flow=Consumer is browsing on website
}}
{{SMART DataSheetFlow
|Flow=Online journey tracked and likelihood to buy assessed
}}
{{SMART DataSheetFlow
|Flow=System predicts the right moment to engage the consumer
}}
{{SMART DataSheetFlow
|Flow=At the right moment the consumer is offer chat, callback or content offer
}}
{{SMART DataSheetFlow
|Flow=Sales Rep and consumer connect to resolve issues and complete the purchase
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Engaging the right consumers at the right time increases sales conversions and revenue growth
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Website visitor experience is not disrupted with unnecessary offers of chat or interaction
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Engaging sales reps only when assistance is needed and providing them with online journey insights
}}

BO02/Canonical

2018-07-20T14:05:32Z

Cboring: CAN: Revert back to Marketing-provided Sales content

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Task Distribution
|Subtitle=Push tasks to individual workers
}}
{{SMART Canonical
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Are you failing to deliver on customer promises?
# Do you have lack of visibility into operational performance?
# Do you have employees working in silos without resource sharing?
|PlatformChallenge=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.
|PlatformSolution=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 continual prioritization and equitable assignment of work to available skilled resources.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/1e31d9eb-bfcf-4e58-8be1-0732902e5681/0
}}
{{SMART DataSheetFlow
|Flow=Key attributes applied to tasks for classification and prioritization rules
}}
{{SMART DataSheetFlow
|Flow=(Re)Prioritize Tasks in Universal queue
}}
{{SMART DataSheetFlow
|Flow=Continuous monitoring of resource availability
}}
{{SMART DataSheetFlow
|Flow=Distribute to most skilled resource and available resource according to due date and priority
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Automate the assignment of a variety of tasks to available staff to increase productivity
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Create a single task list that is constantly prioritized and worked to meet service levels
}}

BO07/Canonical

2018-07-17T15:20:00Z

Cboring:

{{SMART Meta
|SolutionCategory=BO
|Solution=Inbound
|Title=Genesys KPI Insights
|Subtitle=Monitor and analyze interaction data to detect addressable service level anomalies
}}
{{SMART Canonical
|BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of IT Infrastructure
|QualifyingQuestions=# Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?
# Can you see how many customers attempted self service but opted out? Do you know why they called in the first place?
# Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers)
|PlatformChallenge=You need quick and easy access to insights that will help you properly manage service levels. 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.
|PlatformSolution=Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues in a snap.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/dce4d5bb-8dba-406a-8ae5-174ab6c52e05/0
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Deliver consistent experiences and improve FCR to make interactions more effortless & predictable.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Manage resources to optimal service levels to increase revenue and improve business outcomes.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Find opportunities for performance and routing improvements to use resources more efficiently.
}}

BO05/Canonical

2018-07-17T15:19:03Z

Cboring:

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Lead Engagement
|Subtitle=Prioritize and distribute missed sales conversion opportunities
}}
{{SMART Canonical}}