View source for CE21/Canonical

{{SMART Meta
|ID=CE21
|SolutionCategory=CE
|Solution=Inbound
|Title=Genesys Click-to-Call
|Subtitle=Enable click-to-call from your website or app to improve service and conversions
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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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|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a038ae20-1666-4a37-ad76-efc1ca7422ff/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service, Head of Marketing Operations
|QualifyingQuestions=#How do your website and mobile app users get assistance?
#Does your solution provide context with the request?
#How are you identifying and routing callers to get them to the best agent?
#Can you accurately attribute offline sales calls to customer’s digital journeys?
|DataSheetImage=SL02 - genesys click-to-call for sales - header (3).png
}}
{{SMART DataSheetFlow
|Flow=Customer is browsing on website or mobile app and would like to speak to an agent
}}
{{SMART DataSheetFlow
|Flow=Customer clicks on "ClickToCall" option to initiate a phone call
}}
{{SMART DataSheetFlow
|Flow=The call is routed to the best available agent
}}
{{SMART DataSheetFlow
|Flow=The agent is presented with the customer's information and location
}}
{{SMART DataSheetFlow
|Flow=Customer and agent talk over the phone
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Click-to-call within the website or app reduces customer effort and connects the customer with the company creating a seamless and provides an enjoyable experience.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Connecting callers to the best-fit agent with context, results in more efficient call handling.  Give agents greater digital context to speed resolution.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Increase online sales conversions as the customers can readily get help at the point of purchase.  Remove barriers to buy and optimize campaigns to increase sales.
}}