BO11/Canonical - Revision history

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

2021-03-31T14:13:56Z

USC: Updated HLF embed code

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

2021-02-15T15:43:39Z

USC: Updated benefits to align with calculators

Shlandy93 at 11:23, April 30, 2020

2020-04-30T11:23:29Z

Shlandy93 at 11:02, April 30, 2020

2020-04-30T11:02:55Z

Shlandy93 at 12:03, April 1, 2020

2020-04-01T12:03:57Z

Bgrenon: 1 revision imported

2020-03-26T15:34:46Z

1 revision imported

smart_wiki>Shlandy93 at 15:10, March 23, 2020

2020-03-23T15:10:05Z

Shlandy93 at 13:31, February 24, 2020

2020-02-24T13:31:29Z

Shlandy93 at 10:50, June 4, 2019

2019-06-04T10:50:51Z

Shlandy93 at 10:47, June 4, 2019

2019-06-04T10:47:58Z

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails?
@@ Line 14: / Line 22: @@
 # Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload?
 |DataSheetImage=BO11 - genesys dynamic case management - Header.png
 }}
 {{SMART DataSheetFlow

@@ Line 50: / Line 50: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills
 }}

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
-|QualifyingQuestions=# Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails ?
+|QualifyingQuestions=# Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails?
-# Is your workload repeatable with low level of exceptions (each task is handled absolutely same way with nearly no expectations in the process) ?
+# Is your workload repeatable with low level of exceptions (each task is handled absolutely same way with nearly no expectations in the process)?
-# Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day ?
+# Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day?
-# Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task) ?
+# Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task)?
-# Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process) ?
+# Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process)?
-# Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload ?
+# Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload?
 |DataSheetImage=BO11 - genesys dynamic case management - Header.png
 |PlatformChallenge=Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.<span>Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.</span>

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.<span>Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.</span>
 |PlatformSolution=Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process <span>improvement, improved visibility, and faster case resolution with b</span>ack-office automation and a single user interface for case management.
@@ Line 14: / Line 22: @@
 *Provide Employees with complete contextual customer information
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47d56d9d-941f-4f76-bba2-1ed54979b9dc/0
 }}
 {{SMART DataSheetFlow

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.<span>Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.</span>
 |PlatformSolution=Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process <span>improvement, improved visibility, and faster case resolution with b</span>ack-office automation and a single user interface for case management.
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
-* Increasing repeat contacts
+*Increasing repeat contacts
-* Customer having to queue for a long time
+*Customer having to queue for a long time
-|DesiredState=* Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed.
+|DesiredState=*Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed.
-* Provide Employees with complete contextual customer information
+*Provide Employees with complete contextual customer information
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47d56d9d-941f-4f76-bba2-1ed54979b9dc/0
 |DataSheetImage=BO11 - genesys dynamic case management - Header.png
@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills
 }}

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)

@@ Line 3: / Line 3: @@
 |Solution=Digital
 |Title=Genesys Dynamic Case Management
-|Subtitle=Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human centric automation,  continuous innovation and transformation.
+|Subtitle=Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation,  continuous innovation and transformation.
 }}
 {{SMART Canonical