CE20/Canonical - Revision history

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

2021-03-31T15:04:16Z

USC: Updated HLF embed code

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

2021-02-15T15:59:11Z

USC: Updated benefits to align with calculators

Shlandy93 at 12:14, April 1, 2020

2020-04-01T12:14:17Z

Bgrenon: 1 revision imported

2020-03-26T15:34:41Z

1 revision imported

smart_wiki>Shlandy93 at 18:02, March 23, 2020

2020-03-23T18:02:30Z

Shlandy93 at 12:09, January 15, 2020

2020-01-15T12:09:56Z

Bgrenon: 1 revision imported

2018-08-22T18:18:30Z

1 revision imported

Shlandy93 at 17:57, July 18, 2018

2018-07-18T17:57:28Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Personalized Digital Routing
|Subtitle=Apply personalized routing to digital interactions
}}
{{SMART Canonical
|PlatformChallenge=Customers expect to be connected with the best available agent, and for the agent to know their history and status from all communication channels — email, messaging, and chat. But if your interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated.
|PlatformSolution=Give customers hyper-personalized experiences by routing them to the best resource. Move beyond queue-based routing to improve customer satisfaction and reduce operational costs. Enable the best possible business outcome across every digital channel.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/45b055dd-f4f2-4dab-aceb-0dc313dfcc6c/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?
# Do you use Customer Context (including journey information) to determine request priority and personalize response?
}}
{{SMART DataSheetFlow
|Flow=A customer is looking for information
}}
{{SMART DataSheetFlow
|Flow=The customer sends a request on a digital channel.
}}
{{SMART DataSheetFlow
|Flow=Based on customer journey and customer profile, value is determined
}}
{{SMART DataSheetFlow
|Flow=The request is sent to the best available agent
}}
{{SMART DataSheetFlow
|Flow=Agent sees full interaction and context in desktop
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Determine intent and identity, and use context data and journey info to route requests to the best agent.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Increase satisfaction by using context and rules to reduce effort and personalize interactions.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Improve up-sell and cross-sell conversion rates by routing to the best skilled agent.
}}

@@ Line 28: / Line 28: @@
 *Proactively engage valuable customers to offer web chat/ call back
 *Enable co-browse and provide specialist assistance
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/45b055dd-f4f2-4dab-aceb-0dc313dfcc6c/0
+|HighLevelFlowLucid=45b055dd-f4f2-4dab-aceb-0dc313dfcc6c
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Do you manage your customers’ interactions in silos?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Customers expect to be connected with the best available agent, and for the agent to know their history and status from all communication channels — email, messaging, and chat. But if your interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated.
 |PlatformSolution=Give customers hyper-personalized experiences by routing them to the best resource. Move beyond queue-based routing to improve customer satisfaction and reduce operational costs. Enable the best possible business outcome across every digital channel.
-|PainPoints=* Increasing competitive pressure
+|PainPoints=*Increasing competitive pressure
-* High purchase abandonment
+*High purchase abandonment
-* Poor customer experience scores
+*Poor customer experience scores
-* Customers not recognized within and/or across channels
+*Customers not recognized within and/or across channels
-* Calls with long handle times
+*Calls with long handle times
-* Unable to connect to the best agent
+*Unable to connect to the best agent
-* Increasing online sale abandonment
+*Increasing online sale abandonment
-* Unable to use context
+*Unable to use context
-* High customer churn
+*High customer churn
-* Increasing calls about web transactions, service and support
+*Increasing calls about web transactions, service and support
-* Unable to provide a personalized assisted service experience online
+*Unable to provide a personalized assisted service experience online
-|DesiredState=* Recognize customers in all touchpoints
+|DesiredState=*Recognize customers in all touchpoints
-* Recognize customers in all channels
+*Recognize customers in all channels
-* Carry context and orchestrate interactions between channels
+*Carry context and orchestrate interactions between channels
-* Reach out proactively to stop channel change
+*Reach out proactively to stop channel change
-* Proactively offer assistance through web chat
+*Proactively offer assistance through web chat
-* Proactively offer assistance through a scheduled call back
+*Proactively offer assistance through a scheduled call back
-* Enable web chat / click to call / callback / email or web form
+*Enable web chat / click to call / callback / email or web form
-* Proactively engage valuable customers to offer web chat/ call back
+*Proactively engage valuable customers to offer web chat/ call back
-* Enable co-browse and provide specialist assistance
+*Enable co-browse and provide specialist assistance
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/45b055dd-f4f2-4dab-aceb-0dc313dfcc6c/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 55: / Line 55: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Increase satisfaction by using context and rules to reduce effort and personalize interactions.
 }}

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

@@ 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 34: @@
 # Do you use Customer Context (including journey information) to determine request priority and personalize response?
 |DataSheetImage=CE20 - genesys personalized digital routing - header (2).png
 }}
 {{SMART DataSheetFlow

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