CE02/Canonical - Revision history

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

2021-03-29T17:11:12Z

USC: Updated HLF embed code

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

2021-02-15T15:47:47Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:42, March 31, 2020

2020-03-31T09:42:12Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

smart_wiki>Shlandy93 at 17:15, March 23, 2020

2020-03-23T17:15:04Z

Shlandy93 at 09:46, February 5, 2020

2020-02-05T09:46:53Z

Shlandy93 at 17:22, January 14, 2020

2020-01-14T17:22:34Z

Bgrenon: 1 revision imported

2018-08-22T18:18:36Z

1 revision imported

Shlandy93 at 18:45, July 18, 2018

2018-07-18T18:45:32Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Inbound
|Title=Genesys Personalized Routing
|Subtitle=Apply personalized routing to voice interactions
}}
{{SMART Canonical
|PlatformChallenge=When your customers call, they expect you to know who they are. If they are connected to employees who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time — your customer experience scores suffer.
|PlatformSolution=Create an effortless experience by recognizing a repeat customer and prioritizing a connection to the same agent who previously served them. Offer expected wait times and the convenience of self-service or a call back. Genesys Personalized Routing uses context-based routing to direct calls to the best resource.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c1ead22e-ae68-47ee-8c0b-780473a93ca8/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Operations
|QualifyingQuestions=1. When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?

2. Would it positively impact customer satisfaction scores if repeat callers were matched with the same agent?

3. Are you able to assign repeat calls a higher priority?
}}
{{SMART DataSheetFlow
|Flow=A customer decides to call the company
}}
{{SMART DataSheetFlow
|Flow=Announcements are played, and customer information is collected
}}
{{SMART DataSheetFlow
|Flow=Check availability of the last agent who served the customer
}}
{{SMART DataSheetFlow
|Flow=If previous agent is not available, expand primary target based on customer context
}}
{{SMART DataSheetFlow
|Flow=Customer hears Expected Wait Time, and/or personalized announcements
}}
{{SMART DataSheetFlow
|Flow=Wait time is long, so customer is queued for a secondary target group
}}
{{SMART DataSheetFlow
|Flow=Customer hears updated Expected Wait Time
}}
{{SMART DataSheetFlow
|Flow=The customer is connected to a skilled agent who has full journey history
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Recognizing a customer and reducing their effort leads to improved satisfaction scores.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Matching a customer with their previous or best equipped agent, with context, reduces handle time.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Using value-based routing and prioritization of repeat callers helps you to increase revenue.
}}

@@ Line 14: / Line 14: @@
 |DesiredState=*Offer self-service and call back options
 *Inform customers of expected wait/process times
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c1ead22e-ae68-47ee-8c0b-780473a93ca8/0
+|HighLevelFlowLucid=c1ead22e-ae68-47ee-8c0b-780473a93ca8
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Operations
 |QualifyingQuestions=# When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When your customers call, they expect you to know who they are. If they are connected to employees who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time — your customer experience scores suffer.
 |PlatformSolution=Create an effortless experience by recognizing a repeat customer and prioritizing a connection to the same agent who previously served them. Offer expected wait times and the convenience of self-service or a call back. Genesys Personalized Routing uses context-based routing to direct calls to the best resource.
-|PainPoints=* Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
+|PainPoints=*Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
-* Calls with long handle times, with customers having to recap previous interactions
+*Calls with long handle times, with customers having to recap previous interactions
-* Missed service levels within or across channels
+*Missed service levels within or across channels
-* Increasing interaction abandonment and repeat contacts
+*Increasing interaction abandonment and repeat contacts
 |DesiredState=*Offer self-service and call back options
 *Inform customers of expected wait/process times
@@ Line 46: / Line 46: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Recognizing a customer and reducing their effort leads to improved satisfaction scores.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Handle Time
 |CanonicalBenefit=Matching a customer with their previous or best equipped agent, with context, reduces handle time.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Operations
 |QualifyingQuestions=# When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?
@@ Line 11: / Line 20: @@
 # Are you able to assign repeat calls a higher priority?
 |DataSheetImage=CE02.jpg
 }}
 {{SMART DataSheetFlow

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Operations
-|QualifyingQuestions=1. When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?<brclass="mw_emptyline_first" /><brclass="mw_emptyline" />2. Would it positively impact customer satisfaction scores if repeat callers were matched with the same agent? <brclass="mw_emptyline_first" /><brclass="mw_emptyline" />3. Are you able to assign repeat calls a higher priority?
+|QualifyingQuestions=# When you get a repeat call within X (configurable) timeframe, are you able to automatically route the customer to the same agent?
 |DataSheetImage=CE02.jpg
 |PlatformChallenge=When your customers call, they expect you to know who they are. If they are connected to employees who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time — your customer experience scores suffer.

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