CE16/Canonical - Revision history

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

2021-03-31T14:59:23Z

USC: Updated HLF embed code

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

2021-02-15T15:55:31Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:45, March 31, 2020

2020-03-31T09:45:59Z

Bgrenon: 1 revision imported

2020-03-26T15:34:40Z

1 revision imported

smart_wiki>Shlandy93 at 17:54, March 23, 2020

2020-03-23T17:54:20Z

Shlandy93 at 16:22, March 20, 2020

2020-03-20T16:22:53Z

Shlandy93 at 16:22, March 10, 2020

2020-03-10T16:22:31Z

Shlandy93 at 12:07, January 15, 2020

2020-01-15T12:07:35Z

Bgrenon: 1 revision imported

2018-08-22T18:18:27Z

1 revision imported

Shlandy93 at 17:45, July 18, 2018

2018-07-18T17:45:14Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Email Routing
|Subtitle=Route email interactions to the best skilled resource
}}
{{SMART Canonical
|PlatformChallenge=When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.
|PlatformSolution=Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/98dd8cd0-db4a-47f6-8291-6f715d20f5a5/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Do you manage your customers’ interactions in silos?
# Can you connect a customer to the right skilled resource anywhere in your business?
# Are your emails delivered using group email boxes?
}}
{{SMART DataSheetFlow
|Flow=A customer is looking for information
}}
{{SMART DataSheetFlow
|Flow=The customer sends an email
}}
{{SMART DataSheetFlow
|Flow=The request is sent to the best available agent
}}
{{SMART DataSheetFlow
|Flow=The agent sees the full email context in desktop
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Customers enjoy a faster, more personalized experience through their preferred channel.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Email automation tools increase agent productivity for faster handling of email interactions. 
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Routing emails to the best-fit agent ensures the right skills for faster resolution.
}}

@@ Line 24: / Line 24: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/98dd8cd0-db4a-47f6-8291-6f715d20f5a5/0
+|HighLevelFlowLucid=98dd8cd0-db4a-47f6-8291-6f715d20f5a5
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=#Do you manage your customers’ interactions in silos?
@@ Line 49: / Line 49: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Email automation tools increase agent productivity for faster handling of email interactions.&nbsp;
+|CanonicalBenefit=Email automation tools increase agent productivity for faster handling of email interactions.&amp;nbsp;
 }}
 {{SMART Benefits

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.
 |PlatformSolution=Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
-* Customer having to call multiple times resulting in repeat contacts
+*Customer having to call multiple times resulting in repeat contacts
-* Website not offering or providing the right information or online service and support
+*Website not offering or providing the right information or online service and support
-* Customer having to queue for a long time resulting in missed service levels
+*Customer having to queue for a long time resulting in missed service levels
-* Inconsistency in responses
+*Inconsistency in responses
-* Unable to connect to the best agent
+*Unable to connect to the best agent
-* Unable to provide a personalized assisted service experience
+*Unable to provide a personalized assisted service experience
-* Too hard to get the right information for the customer
+*Too hard to get the right information for the customer
-* Poor customer experience scores
+*Poor customer experience scores
-|DesiredState=* Enable email on web site
+|DesiredState=*Enable email on web site
-* Recognize customers
+*Recognize customers
-* Understand intent and sentiment
+*Understand intent and sentiment
-* Deliver personalized response
+*Deliver personalized response
-* Leverage standard response library when needed
+*Leverage standard response library when needed
-* Meet SLA
+*Meet SLA
-* Provide agents with complete contextual customer information to improve efficiency
+*Provide agents with complete contextual customer information to improve efficiency
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/98dd8cd0-db4a-47f6-8291-6f715d20f5a5/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 44: / Line 44: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Customers enjoy a faster, more personalized experience through their preferred channel.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=#Do you manage your customers’ interactions in silos?
@@ Line 11: / Line 30: @@
 #Are your emails delivered using group email boxes?
 |DataSheetImage=CE16 - Genesys Email Routing.png
 }}
 {{SMART DataSheetFlow

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