CE29/Canonical - Revision history

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

2021-03-31T15:23:29Z

USC: Updated HLF embed code

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

2021-01-28T15:55:56Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 12:19, April 1, 2020

2020-04-01T12:19:20Z

Bgrenon: 1 revision imported

2020-03-26T15:34:41Z

1 revision imported

Shlandy93 at 10:09, March 26, 2020

2020-03-26T10:09:54Z

smart_wiki>Shlandy93 at 10:09, March 26, 2020

2020-03-26T10:09:17Z

Shlandy93 at 14:58, January 15, 2020

2020-01-15T14:58:57Z

Bgrenon: 1 revision imported

2018-08-22T18:18:30Z

1 revision imported

Shlandy93 at 18:19, July 18, 2018

2018-07-18T18:19:00Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys SMS Routing
|Subtitle=Route SMS interactions to the best resource
}}
{{SMART Canonical
|PlatformChallenge=Your customer wants to contact you in the same way they would friends and family — instantly, conveniently, and personally, with freedom to keep moving. If they encounter constraints, excessive hold times, inconsistent responses or multiple calls, that can damage customer satisfaction and put a strain on your agents.
|PlatformSolution=Connect a customer to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3e66f6aa-6813-4305-811f-6f3fb6bd739b/0
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Are you seeing increasing calls related to online service and support?
# How do you handle online requests for service and support? (Phone?)
# Can you manage all customer channels centrally, giving any agent in any channel a view into shared interaction history and context?
}}
{{SMART DataSheetFlow
|Flow=Customer is looking for information
}}
{{SMART DataSheetFlow
|Flow=Customer sends a SMS to the company
}}
{{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=Improved Customer Experience
|CanonicalBenefit=Customers enjoy a faster, more personalized experience through their preferred channel.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Combine text messaging with automated responses to boost agent productivity.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Routing text messages to the best-fit agent assures the right skills for faster resolution.
}}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Your customer wants to contact you in the same way they would friends and family — instantly, conveniently, and personally, with freedom to keep moving. If they encounter constraints, excessive hold times, inconsistent responses or multiple calls, that can damage customer satisfaction and put a strain on your agents.
 |PlatformSolution=Connect a customer to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.
@@ Line 23: / Line 22: @@
 *Meet SLA
 *Provide agents with complete contextual customer information
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3e66f6aa-6813-4305-811f-6f3fb6bd739b/0
+|HighLevelFlowLucid=3e66f6aa-6813-4305-811f-6f3fb6bd739b
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Are you seeing increasing calls related to online service and support?

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Your customer wants to contact you in the same way they would friends and family — instantly, conveniently, and personally, with freedom to keep moving. If they encounter constraints, excessive hold times, inconsistent responses or multiple calls, that can damage customer satisfaction and put a strain on your agents.
 |PlatformSolution=Connect a customer to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere.
@@ Line 42: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Reduced Transfers
-|CanonicalBenefit=Customers enjoy a faster, more personalized experience through their preferred channel.
+|CanonicalBenefit=SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}

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← Older revision	Revision as of 10:09, March 26, 2020
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← Older revision	Revision as of 18:18, August 22, 2018
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