BO01/Canonical - Revision history

Guest at 12:45, April 4, 2024

2024-04-04T12:45:22Z

Shane.landy@genesys.com at 15:25, February 15, 2021

2021-02-15T15:25:38Z

Shane.landy@genesys.com at 15:25, January 28, 2021

2021-01-28T15:25:19Z

Bgrenon: 1 revision imported

2020-03-26T15:34:47Z

1 revision imported

smart_wiki>Shlandy93: Reverted edits by Shlandy93 (talk) to last revision by Cboring

2020-01-30T16:07:07Z

Reverted edits by Shlandy93 (talk) to last revision by Cboring

New page

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Task Import-Batch
|Subtitle=Batch process of tasks from files
}}
{{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 to quickly move from spreadsheets to a better way of distributing and managing work.
|PlatformSolution=Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/266a27aa-fb15-47f9-9047-c03355d4362c/0
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Quickly get work into the hands of available staff to increase productivity.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Speed access to automation of work assignments and priorities to consistently meet service levels.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Attrition Rate
|CanonicalBenefit=Get up and running quickly so you can employ business rules to ensure staff are treated fairly.
}}

@@ Line 2: / Line 2: @@
 |SolutionCategory=BO
 |Solution=Digital
-|Title=Genesys Task Import-Batch
+|Title=Genesys Work Automation
-|Subtitle=Batch process of tasks from files
+|Subtitle=Extend journey orchestration to back-office workflows
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
-|QualifyingQuestions=# Are you failing to deliver on customer promises?
+|QualifyingQuestions=#Do you experience frequent task transfer due to missing interaction context or competences
-# Do you have lack of visibility into operational performance?
+#Do you often fail promises or SLA delivery commitments?
-# Do you have employees working in silos without resource sharing?
+#Are your teams working in silos without having possibility for automated resource sharing?
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
-|CanonicalBenefit=Quickly get work into the hands of available staff to increase productivity.
+|CanonicalBenefit=Quickly and more intelligently distribute work into the hands of available agents to increase productivity.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Speed access to automation of work assignments and priorities to consistently meet service levels.
+|CanonicalBenefit=Personalize work item distribution based on customer context to help people faster while also constantly prioritizing, monitoring and escalating tasks to meet service levels.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Employee Attrition Rate
+|CanonicalBenefitID=Reduced Interaction Transfers
-|CanonicalBenefit=Get up and running quickly so you can employ business rules to ensure staff are treated fairly.
+|CanonicalBenefit=Use customer information to route work to the right resources the first time.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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