CE09/Canonical - Revision history

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

2021-03-31T14:40:43Z

USC: Updated HLF embed code

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

2021-02-15T15:50:58Z

USC: Updated benefits to align with calculators

Shlandy93 at 10:12, May 27, 2020

2020-05-27T10:12:32Z

Shlandy93 at 15:25, May 18, 2020

2020-05-18T15:25:03Z

Shlandy93 at 12:16, April 15, 2020

2020-04-15T12:16:22Z

Shlandy93 at 12:09, April 1, 2020

2020-04-01T12:09:15Z

Bgrenon: 1 revision imported

2020-03-26T15:34:43Z

1 revision imported

smart_wiki>Shlandy93 at 17:41, March 23, 2020

2020-03-23T17:41:01Z

Shlandy93 at 10:29, January 15, 2020

2020-01-15T10:29:21Z

Bgrenon: 1 revision imported

2018-08-22T18:18:33Z

1 revision imported

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.
 |PlatformSolution=Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
@@ Line 25: / Line 21: @@
 *See context for transfer to an agent
 *If no personalized treatments, then continue with IVR application
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d390da11-f7f0-4d88-a337-97d9267f3e4d/0
+|HighLevelFlowLucid=d390da11-f7f0-4d88-a337-97d9267f3e4d
 }}
 {{SMART DataSheetFlow

@@ Line 46: / Line 46: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Personalize the self service experience to make it fast and effortless.
 }}

@@ Line 1: / Line 1: @@
-{{SMART Meta}}
+{{SMART Meta
 {{SMART Canonical
-|ID=
+|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Customer Service
 |PlatformChallenge=When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.
 |PlatformSolution=Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

@@ Line 1: / Line 1: @@
-{{SMART Meta
+{{SMART Meta}}
 {{SMART Canonical
-|BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Customer Service
+|ID=
 |PlatformChallenge=When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.
 |PlatformSolution=Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
@@ Line 51: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Volume of Interactions
+|CanonicalBenefitID=Improved Containment Rate
 |CanonicalBenefit=Help customers service themselves quickly and easily so they don’t want to speak to an agent.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.
 |PlatformSolution=Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
@@ Line 22: / Line 27: @@
 *If no personalized treatments, then continue with IVR application
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d390da11-f7f0-4d88-a337-97d9267f3e4d/0
 }}
 {{SMART DataSheetFlow

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.
 |PlatformSolution=Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.
-|PainPoints=* Low self-service adoption
+|PainPoints=*Low self-service adoption
-* Unable to identify customers to provide a personalized experience
+*Unable to identify customers to provide a personalized experience
-* Long handle times from increased call volume
+*Long handle times from increased call volume
-* Low customer satisfaction due to generic IVR Experience
+*Low customer satisfaction due to generic IVR Experience
-* Increased agent frustration and low morale due to handling of low value and monotonous queries
+*Increased agent frustration and low morale due to handling of low value and monotonous queries
-* Lower KPIs due to lack of segmentation
+*Lower KPIs due to lack of segmentation
-|DesiredState=* Identify caller using context or IDV data
+|DesiredState=*Identify caller using context or IDV data
-* Personalized treatment based on context and business rules – for example:
+*Personalized treatment based on context and business rules – for example:
-* Proactively play status or balance update
+*Proactively play status or balance update
-* Proactively offer most likely call reason
+*Proactively offer most likely call reason
-* Personalized menu options
+*Personalized menu options
-* See context for transfer to an agent
+*See context for transfer to an agent
-* If no personalized treatments, then continue with IVR application
+*If no personalized treatments, then continue with IVR application
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/d390da11-f7f0-4d88-a337-97d9267f3e4d/0
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience
@@ Line 47: / Line 47: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Personalize the self service experience to make it fast and effortless.
 }}

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

← Older revision	Revision as of 18:18, August 22, 2018
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