BO04/Canonical - Revision history

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

2021-03-31T14:02:07Z

USC: Updated HLF embed code

2021-02-15T15:42:21Z

USC: Updated benefits to align with calculators

2021-02-01T13:29:46Z

2020-04-23T12:40:27Z

2020-04-23T12:39:10Z

2020-04-01T12:00:36Z

2020-03-26T15:34:45Z

1 revision imported

2020-03-25T15:03:41Z

2020-03-25T15:03:03Z

2020-01-15T10:05:45Z

@@ Line 6: / Line 6: @@
 }}
 {{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 and managing work based on customer and other data.
 |PlatformSolution=Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.
@@ Line 28: / Line 23: @@
 *Integrated quality and skills management of employees
 *Plan and forecast resources per skill
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e48fa659-0d5f-4152-9a9c-8f04838d1437/0
+|HighLevelFlowLucid=e48fa659-0d5f-4152-9a9c-8f04838d1437
 }}
 {{SMART DataSheetFlow

@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Personalize work item distribution based on customer context to help people faster.
 }}

@@ Line 51: / Line 51: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=More intelligently distribute tasks to available staff to increase productivity.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|ID=
+|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
 |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 and managing work based on customer and other data.
 |PlatformSolution=Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.
@@ Line 25: / Line 29: @@
 *Plan and forecast resources per skill
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e48fa659-0d5f-4152-9a9c-8f04838d1437/0
 }}
 {{SMART DataSheetFlow

@@ Line 6: / Line 6: @@
 }}
 {{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 and managing work based on customer and other data.
 |PlatformSolution=Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.
-|PainPoints=*Unable to measure and report on:
+|PainPoints=*Unable to measure and report on work completion, employee utilization or SLA adherence
 *No visibility into task queues and backlogs
 *Tasks split across CRM, ERP, BPM and other enterprise systems

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 15:03, March 25, 2020
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