BO02-Email/Canonical - Revision history

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

2021-11-09T21:12:48Z

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

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:02Z

Text replacement - "PureEngage" to "Genesys Engage"

Bgrenon: 1 revision imported

2020-03-26T15:34:46Z

1 revision imported

smart_wiki>Shlandy93 at 14:33, September 23, 2019

2019-09-23T14:33:37Z

New page

{{SMART Meta
|ID=BO02-Email
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Work Distribution
|Subtitle=Optimizing work distribution across the enterprise to deliver all promises on time
}}
{{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 prioritization and equitable assignment of work to available skilled resources.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0
}}
{{SMART DataSheetFlow
|Flow=Key attributes applied to tasks for classification (PureEngage only) and prioritization rules
}}
{{SMART DataSheetFlow
|Flow=Prioritize Tasks in Universal queue
}}
{{SMART DataSheetFlow
|Flow=Continuous monitoring of resource availability
}}
{{SMART DataSheetFlow
|Flow=Distribute to most skilled resource and available resource
}}
{{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 Employee Attrition Rate
|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right tasks, fairly. (PureEngage only)
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Create a single task list that is prioritized and worked to meet service levels
}}

@@ Line 16: / Line 16: @@
 }}
 {{SMART DataSheetFlow
-|Flow=Key attributes applied to tasks for classification (Genesys Engage only) and prioritization rules
+|Flow=Key attributes applied to tasks for classification (Genesys Multicloud CX only) and prioritization rules
 }}
 {{SMART DataSheetFlow
@@ Line 33: / Line 33: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved Employee Attrition Rate
-|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right tasks, fairly. (Genesys Engage only)
+|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right tasks, fairly. (Genesys Multicloud CX only)
 }}
 {{SMART Benefits

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