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Bgrenon https://all.docs.genesys.com/index.php?title=CE30/Canonical&diff=234&oldid=prev 2018-07-18T18:20:27Z

<p></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |SolutionCategory=CE<br /> |Solution=Inbound<br /> |Title=Genesys Routing for Branch Offices<br /> |Subtitle=Centralize routing of calls for branch office, point of sale, or any location<br /> }}<br /> {{SMART Canonical<br /> |PlatformChallenge=You work hard to build strong customer relationships. So when your most valuable or loyal customers call, it makes sense to connect them with employees who can help best — regardless of location. If your IVR can’t direct calls based on customer value, you can’t deliver a truly VIP experience.<br /> |PlatformSolution=Create more personalized experiences from the start. Use Genesys advanced routing functionality to prequalify callers, present different prompts and direct calls to the right place — self-service, voicemail, the contact center, a branch employee, or a personal advisor — based on customer value.<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47de3e42-8b4e-4532-838f-4b10c0c39526/0<br /> |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service<br /> |QualifyingQuestions=# How do you correlate customer value to the options presented to customers when they call?<br /> # When customers call one of your branch offices, how do you know each call is handled optimally?<br /> # What options do you provide your customers to speak with someone in a particular location?<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=A customer places a call to a branch office<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The customer enters user-specific information<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer and routing options are based on customer value<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=High-value customers are routed to a branch employee<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Other customers are routed to self-service, voicemail, or the contact center<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Every customer receives personalized service<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Customer Experience<br /> |CanonicalBenefit=Routing customers based on context and value makes a more personalized experience.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Interaction Transfers<br /> |CanonicalBenefit=Cut unnecessary transfers by using customer data and context to tailor options and route calls.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Increased Revenue<br /> |CanonicalBenefit=Connecting callers to the best-fit agent improves collections, cross-sell, up-sell and close rates.<br /> }}</div>

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