CE13/Canonical - Revision history

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

2021-03-31T14:45:55Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated Occupancy benefit to Utilization

2021-01-28T15:48:24Z

USC: Updated Occupancy benefit to Utilization

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

2021-01-26T13:42:01Z

UCC: Updated benefits to align with calculators

Bgrenon at 13:05, August 17, 2020

2020-08-17T13:05:08Z

Shlandy93 at 13:29, June 17, 2020

2020-06-17T13:29:39Z

Shlandy93 at 13:23, June 17, 2020

2020-06-17T13:23:31Z

Shlandy93 at 15:53, May 12, 2020

2020-05-12T15:53:04Z

Bgrenon: 1 revision imported

2020-03-26T15:34:36Z

1 revision imported

smart_wiki>Cboring: Consolidated content from Outbound Collections

2020-03-24T17:11:09Z

Consolidated content from Outbound Collections

Shlandy93 at 14:57, March 20, 2020

2020-03-20T14:57:02Z

@@ Line 18: / Line 18: @@
 <br />
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/54a3ae96-07ab-48ad-8a90-9c202c95a253/0
+|HighLevelFlowLucid=54a3ae96-07ab-48ad-8a90-9c202c95a253
 |BuyerPersonas=Chief Digital Officer, Head of Collections, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=#How effective are the channels you are using?

@@ Line 52: / Line 52: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
 }}

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.
 |PlatformSolution=Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it.  As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages.
@@ Line 49: / Line 48: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Close Rate
+|CanonicalBenefitID=Increased Revenue
 |CanonicalBenefit=Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
 }}

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=CE
-|Solution=Digital
+|Solution=Outbound
-|Title=Genesys Predictive Engagement
+|Title=Genesys Omnichannel Notifications
-|Subtitle=Use machine learning powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot.
+|Subtitle=Use multiple channels to notify customers
 }}
 {{SMART Canonical
 |ID=
-|PlatformChallenge=It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent.
+|PlatformChallenge=Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.
-|PlatformSolution=Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop.
+|PlatformSolution=Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it.  As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages.
-|PainPoints=*Low self-service rate on website leading to high number of contacts into contact center
+|PainPoints=*Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
-*Inability to see, understand and engage with customers during service journeys across channels in real time
+*Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt in
-*Website user journeys not optimized for efficient engagement through self-service
+*Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
-|DesiredState=*Use journey analytics to detect where customers struggle on a website and use this information to improve their service journeys
+*Can’t engage customers over their preferred channels.
-*Identify the user’s persona, monitor their web behavior, and predict their outcome score related to the customer service process
+|DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions.  Coordinate outreach using multiple channels to improve contact rates and sales conversions.
-*Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
+*Customers can escalate from self-service to an agent.  Self-service campaign management enables business users to create rules and maintain compliance.
-*Proactively engage with customers via a chatbot if this score drops below a defined threshold while on the website
+*Contact opted in consumers in accordance to their channel preferences (if company provides preferences as part of their contact lists).  Enable customer to request follow-up callback, text, or email.
-*Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e1dbefe6-cdd0-4ea9-9f29-7ef2106bfada/0
+<br />
-|BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/54a3ae96-07ab-48ad-8a90-9c202c95a253/0
-|QualifyingQuestions=# What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
+|BuyerPersonas=Chief Digital Officer, Head of Collections, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-# How do you know when to engage with online customers to provide support and assistance?
+|QualifyingQuestions=#How effective are the channels you are using?
-# Which channels of engagement can you use today to proactively to engage customers on your website?
+#What is your monthly volume of interactions?
-|DataSheetImage=SL09 - genesys predictive engagement for sales - header (2).png
+#What is the size of your sales rep organization and their utilization rate?
 }}
 {{SMART DataSheetFlow
-|Flow=A customer is browsing a website
+|Flow=Campaign strategy defined for new automated outbound campaign...
 }}
 {{SMART DataSheetFlow
-|Flow=Their online journey is tracked to monitor if they need assistance
+|Flow=Including channels, pacing, escalation, time between contacts, and max contact attempts
 }}
 {{SMART DataSheetFlow
-|Flow=The system predicts the right moment to engage with the customer
+|Flow=Contact list provided by organization...
 }}
 {{SMART DataSheetFlow
-|Flow=The customer is offered chat via a chatbot or a help content screen pop
+|Flow=Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied.
 }}
 {{SMART DataSheetFlow
-|Flow=If required, the customer can be transferred to an agent chat screen
+|Flow=Company sends first communication to customer.
 }}
 {{SMART DataSheetFlow
-|Flow=The customer is connected to an agent
+|Flow=Calls-to-action dependent on the channel used
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Productivity
+|CanonicalBenefitID=Improved Close Rate
-|CanonicalBenefit=Representatives are empowered with real time customer journey data from your website which allows them to personalize and prioritize engagements with prospective and existing customers which improves productivity
+|CanonicalBenefit=Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Increased Revenue
+|CanonicalBenefitID=Improved Employee Occupancy
-|CanonicalBenefit=Accelerate sales and conversion rates by engaging online shoppers in real time at the right time as they browse your website. Grow customer lifetime value through more proactive and personalized service.
+|CanonicalBenefit=An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Volume of Interactions
-|CanonicalBenefit=Improve self-service rates by providing customers with the right information at the right time or proactively offering a chatbot to automate the conversation and prevent contact with an agent.
+|CanonicalBenefit=Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents
 }}

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=CE
-|Solution=Outbound
+|Solution=Digital
-|Title=Genesys Omnichannel Notifications
+|Title=Genesys Predictive Engagement
-|Subtitle=Use multiple channels to notify customers
+|Subtitle=Use machine learning powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot.
 }}
 {{SMART Canonical
 |ID=
-|PlatformChallenge=Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.
+|PlatformChallenge=It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent.
-|PlatformSolution=Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it.  As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages.
+|PlatformSolution=Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop.
-|PainPoints=*Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
+|PainPoints=*Low self-service rate on website leading to high number of contacts into contact center
-*Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt in
+*Inability to see, understand and engage with customers during service journeys across channels in real time
-*Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
+*Website user journeys not optimized for efficient engagement through self-service
-*Can’t engage customers over their preferred channels.
+|DesiredState=*Use journey analytics to detect where customers struggle on a website and use this information to improve their service journeys
-|DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions.  Coordinate outreach using multiple channels to improve contact rates and sales conversions.
+*Identify the user’s persona, monitor their web behavior, and predict their outcome score related to the customer service process
-*Customers can escalate from self-service to an agent.  Self-service campaign management enables business users to create rules and maintain compliance.
+*Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
-*Contact opted in consumers in accordance to their channel preferences (if company provides preferences as part of their contact lists).  Enable customer to request follow-up callback, text, or email.
+*Proactively engage with customers via a chatbot if this score drops below a defined threshold while on the website
+*Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel
-<br />
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e1dbefe6-cdd0-4ea9-9f29-7ef2106bfada/0
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/54a3ae96-07ab-48ad-8a90-9c202c95a253/0
+|BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-|BuyerPersonas=Chief Digital Officer, Head of Collections, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
+|QualifyingQuestions=# What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
-|QualifyingQuestions=#How effective are the channels you are using?
+# How do you know when to engage with online customers to provide support and assistance?
-#What is your monthly volume of interactions?
+# Which channels of engagement can you use today to proactively to engage customers on your website?
-#What is the size of your sales rep organization and their utilization rate?
+|DataSheetImage=SL09 - genesys predictive engagement for sales - header (2).png
 }}
 {{SMART DataSheetFlow
-|Flow=Campaign strategy defined for new automated outbound campaign...
+|Flow=A customer is browsing a website
 }}
 {{SMART DataSheetFlow
-|Flow=Including channels, pacing, escalation, time between contacts, and max contact attempts
+|Flow=Their online journey is tracked to monitor if they need assistance
 }}
 {{SMART DataSheetFlow
-|Flow=Contact list provided by organization...
+|Flow=The system predicts the right moment to engage with the customer
 }}
 {{SMART DataSheetFlow
-|Flow=Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied.
+|Flow=The customer is offered chat via a chatbot or a help content screen pop
 }}
 {{SMART DataSheetFlow
-|Flow=Company sends first communication to customer.
+|Flow=If required, the customer can be transferred to an agent chat screen
 }}
 {{SMART DataSheetFlow
-|Flow=Calls-to-action dependent on the channel used
+|Flow=The customer is connected to an agent
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Close Rate
+|CanonicalBenefitID=Improved Employee Productivity
-|CanonicalBenefit=Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
+|CanonicalBenefit=Representatives are empowered with real time customer journey data from your website which allows them to personalize and prioritize engagements with prospective and existing customers which improves productivity
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
+|CanonicalBenefit=Accelerate sales and conversion rates by engaging online shoppers in real time at the right time as they browse your website. Grow customer lifetime value through more proactive and personalized service.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Volume of Interactions
-|CanonicalBenefit=Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents
+|CanonicalBenefit=Improve self-service rates by providing customers with the right information at the right time or proactively offering a chatbot to automate the conversation and prevent contact with an agent.
 }}

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