CE19/Canonical - Revision history

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

2021-03-31T15:02:41Z

USC: Updated HLF embed code

2021-02-15T15:56:03Z

USC: Updated benefits to align with calculators

2021-01-28T15:54:09Z

USC: Updated Occupancy benefit to Utilization

2020-04-01T12:13:09Z

2020-03-26T15:34:36Z

1 revision imported

2020-03-26T10:08:17Z

2020-03-26T10:07:56Z

2020-03-10T17:06:11Z

2020-01-15T12:09:16Z

2018-08-22T18:18:13Z

1 revision imported

@@ Line 22: / Line 22: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3073d2ba-3ecf-4864-8ddb-68ed6e857f2b/0
+|HighLevelFlowLucid=3073d2ba-3ecf-4864-8ddb-68ed6e857f2b
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Do you manage your customers’ social interactions in silos?

@@ Line 45: / Line 45: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Provide consistent CX across social networks by providing agents customer info and social context.
 }}

@@ Line 49: / Line 49: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Deliver interactions to the best available resource with escalation to other channels when needed.
 }}

@@ Line 45: / Line 45: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Provide consistent CX across social networks by providing agents customer info and social context.
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=As the volume of social network interactions continues to escalate, it’s clear that simply throwing more people onto Twitter and Facebook is not a sustainable solution — there needs to be a new evolution to a scalable model for managing social engagement.
 |PlatformSolution=Monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically routing social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3073d2ba-3ecf-4864-8ddb-68ed6e857f2b/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 35: / Line 49: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Deliver interactions to the best available resource with escalation to other channels when needed.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 10:08, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Do you manage your customers’ social interactions in silos?
@@ Line 11: / Line 14: @@
 # What social networks does your brand use to interact with customers?
 |DataSheetImage=CE19 - genesys social media routing - header (2).png
 }}
 {{SMART DataSheetFlow

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