BO02/Canonical - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:11:55Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-29T17:05:55Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-12T10:54:48Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-03T13:04:34Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com at 17:05, January 28, 2021

2021-01-28T17:05:07Z

Shane.landy@genesys.com: USC: Updated Occupancy benefit to Utilization

2021-01-28T15:26:58Z

USC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 12:56, December 9, 2020

2020-12-09T12:56:53Z

Shlandy93 at 19:33, August 18, 2020

2020-08-18T19:33:39Z

Shlandy93 at 11:54, April 1, 2020

2020-04-01T11:54:51Z

Bgrenon: 1 revision imported

2020-03-26T15:34:36Z

1 revision imported

@@ Line 42: / Line 42: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Employee Attrition
-|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Engage only)
+|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only)
 }}
 {{SMART Benefits

@@ Line 26: / Line 26: @@
 <br />
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/60c80f48-254d-4b44-b838-d06f83ecd502/0
+|HighLevelFlowLucid=e37522ca-a290-4714-ae77-4f7518813b08
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service, Head of Ecommerce, Head of Sales, Head of Sales Operations
 |QualifyingQuestions=#Are you failing to deliver on customer promises?

@@ Line 41: / Line 41: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition
+|CanonicalBenefitID=Reduced Employee Attrition
 |CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Engage only)
 }}

@@ Line 47: / Line 47: @@
 |CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity.
 }}

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |PlatformChallenge=You need a better way of distributing & managing work stored in disparate enterprise systems.  You need your team to get more conversions in less time. When work or leads are not automatically distributed to the best available skilled resource, the result is a negative impact to customer promises, workloads, SLAs, churn, and sales conversions.
-|PlatformSolution=Automate the distribution of work and leads from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list that automatically organizes, prioritizes, and routes work and captured leads (with context) to the best qualified rep anywhere in your company.  Eliminate “cherry-picking” and misrouting, so reps can process work and leads faster and more efficiently, for better resource planning, equitable work assignment and conversion rates.
+|PlatformSolution=Automate the distribution of work and leads to improve productivity and enhance the overall interaction experience. Genesys pulls work from multiple systems to create a single list, then automatically categorize, prioritizes, and routes work and captured leads to the best qualified employee anywhere in your company.  Eliminate “cherry-picking” and misrouting to process work and leads faster and more efficiently for better resource planning, equitable work assignment, and conversion rates.
 |PainPoints=*Unable to measure and report on employee utilization
 *No visibility into work item queues and backlogs

@@ Line 2: / Line 2: @@
 |SolutionCategory=BO
 |Solution=Digital
-|Title=Genesys Work Distribution
+|Title=Genesys Work and Lead Distribution
 |Subtitle=Optimizing work distribution across the enterprise to deliver all promises on time
 }}
 {{SMART Canonical
-|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.
+|PlatformChallenge=You need a better way of distributing & managing work stored in disparate enterprise systems.  You need your team to get more conversions in less time. When work or leads are not automatically distributed to the best available skilled resource, the result is a negative impact to customer promises, workloads, SLAs, churn, and sales conversions.
-|PlatformSolution=Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list for prioritization and equitable assignment of work to available skilled resources.
+|PlatformSolution=Automate the distribution of work and leads from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list that automatically organizes, prioritizes, and routes work and captured leads (with context) to the best qualified rep anywhere in your company.  Eliminate “cherry-picking” and misrouting, so reps can process work and leads faster and more efficiently, for better resource planning, equitable work assignment and conversion rates.
 |PainPoints=*Unable to measure and report on employee utilization
 *No visibility into work item queues and backlogs
-*Work items split across CRM, ERP, BPM and other enterprise systems
+*Work items split across CRM, ERP, BPM, and other enterprise systems
-*Employee’s cherry pick work
+*Employee’s cherry pick work and leads, items pulled rather than pushed to employees
-*Work items are pulled rather than pushed to employees
+*Unable to plan omnichannel resourcing to match peak online activity
-*Unable to plan omni-channel resourcing to match peak online activity
+*Leads are not handled by employees in time and may get lost
-|DesiredState=*Single global task list (both real-time and offline)
+*Unable to plan omnichannel resourcing to match peak online activity
-*Real time and continuous prioritization of work
+*Unable to measure and report on employee utilization
 *Automation of SLA Management
-*Consolidated Employee Desktop with full context of the work item input
+*Consolidated Employee Desktop with full context of the work item or lead
-*Equitable distribution of work items across employee base
+*Equitable distribution of work items or sales leads across employee base
 *Insights into workforce skills and proficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0
-|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
+<br />
-|QualifyingQuestions=# Are you failing to deliver on customer promises?
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/60c80f48-254d-4b44-b838-d06f83ecd502/0
-# Do you have lack of visibility into operational performance?
+|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service, Head of Ecommerce, Head of Sales, Head of Sales Operations
-# Do you have employees working in silos without resource sharing?
+|QualifyingQuestions=#Are you failing to deliver on customer promises?
 |DataSheetImage=B002.jpg
 }}
-{{SMART DataSheetFlow
+{{SMART Benefits
-|Flow=Key attributes applied to work for classification (Genesys Engage only) and prioritization rules
+|CanonicalBenefitID=Increased Revenue
-}}
+|CanonicalBenefit=Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates.
 }}
 {{SMART Benefits
@@ Line 45: / Line 46: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved Employee Occupancy
-|CanonicalBenefit=Automate the assignment of a variety of tasks to available staff to increase productivity
+|CanonicalBenefit=Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Create a single work list that is prioritized and worked to meet service levels
+|CanonicalBenefit=Create a single queue of work items and leads that is constantly re-prioritized and worked to meet service levels and improve satisfaction
 }}

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