CE07/Canonical - Revision history

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

2021-03-31T14:35:54Z

USC: Updated HLF embed code

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

2021-02-15T15:49:38Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:44, March 31, 2020

2020-03-31T09:44:57Z

Bgrenon: 1 revision imported

2020-03-26T15:34:37Z

1 revision imported

smart_wiki>Shlandy93 at 17:39, March 23, 2020

2020-03-23T17:39:09Z

Shlandy93 at 10:26, January 15, 2020

2020-01-15T10:26:28Z

Bgrenon: 1 revision imported

2018-08-22T18:18:14Z

1 revision imported

Shlandy93 at 18:54, July 18, 2018

2018-07-18T18:54:13Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Self-Service and Automation
|Title=Genesys Customer Authentication
|Subtitle=Identify and verify customers in your IVR
}}
{{SMART Canonical
|PlatformChallenge=Most IVRs require your customers to manually enter their information each time they call. Customers typically have to supply that information again when they’re connected with an agent or transferred — leading to longer handle times, higher purchase abandonment and poor customer experience scores.
|PlatformSolution=Cut out time-consuming identification steps with a simple, automated caller ID. Genesys Customer Authentication integrates with your customer database to identify callers by their phone number. This context is passed across channels — so you can identify, verify and proactively greet customers, without repetition.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/10ffc237-4b26-4ea8-ad67-170b3bec5e8f/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# How do you currently identify callers within your IVR? Is it the same each time customers call in?
# If you can identify the caller, are you able to personalize by greeting the caller by name?
# Do your agents need to ask identification questions again, after the IVR has done so? If so, why?
}}
{{SMART DataSheetFlow
|Flow=A customer calls your company
}}
{{SMART DataSheetFlow
|Flow=The caller ID is checked against customer database for identification
}}
{{SMART DataSheetFlow
|Flow=If matched, customer is asked to verify
}}
{{SMART DataSheetFlow
|Flow=Call continues in IVR or transferred to agent as needed
}}
{{SMART DataSheetFlow
|Flow=Agent answers knowing identification and verification already completed
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Passing a caller’s identification and verification context saves you and them precious time.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Interaction Abandonment
|CanonicalBenefit=Keep customers on the line by reducing time-consuming, repetitive identification prompts.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Proactively recognizing — even greeting — your callers helps improve the customer experience.
}}

@@ Line 23: / Line 23: @@
 *Alternatively, the call can be routed to an agent
 *If an agent receives the call, they are notified that the caller is already identified &amp;amp; verified and do not have to repeat those steps
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/10ffc237-4b26-4ea8-ad67-170b3bec5e8f/0
+|HighLevelFlowLucid=10ffc237-4b26-4ea8-ad67-170b3bec5e8f
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# How do you currently identify callers within your IVR? Is it the same each time customers call in?

@@ Line 54: / Line 54: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Proactively recognizing — even greeting — your callers helps improve the customer experience.
 }}

@@ Line 47: / Line 47: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Passing a caller’s identification and verification context saves you and them precious time.
+|CanonicalBenefit=Self-service identifies the customer automatically based on their caller ID or other identifier.  This information is passed to the agent and eliminates the need for callers to repeat themselves.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Interaction Abandonment
-|CanonicalBenefit=Keep customers on the line by reducing time-consuming, repetitive identification prompts.
+|CanonicalBenefit=Certain self-service tasks require a solid means of authentication. If a caller cannot be adequately identified, the call will likely end up waiting for an agent to be available.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Proactively recognizing — even greeting — your callers helps improve the customer experience.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# How do you currently identify callers within your IVR? Is it the same each time customers call in?
@@ Line 11: / Line 29: @@
 # Do your agents need to ask identification questions again, after the IVR has done so? If so, why?
 |DataSheetImage=EE01 - genesys workforce scheduling for voice - header (2).png
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)