CE31/Canonical - Revision history

Shlandy93 at 13:17, November 8, 2022

2022-11-08T13:17:24Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:13:49Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Shane.landy@genesys.com at 14:13, June 3, 2021

2021-06-03T14:13:47Z

Shane.landy@genesys.com at 15:43, May 27, 2021

2021-05-27T15:43:21Z

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

2021-03-31T15:24:54Z

USC: Updated HLF embed code

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

2021-02-15T16:02:46Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:49, March 31, 2020

2020-03-31T09:49:42Z

Bgrenon: 1 revision imported

2020-03-26T15:34:39Z

1 revision imported

smart_wiki>Shlandy93 at 12:23, March 24, 2020

2020-03-24T12:23:31Z

Shlandy93 at 19:11, March 10, 2020

2020-03-10T19:11:38Z

@@ Line 3: / Line 3: @@
 |Solution=Self-Service and Automation
 |Title=Genesys Chatbots
-|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a live agent when needed.
+|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
 }}
 {{SMART Canonical
-|PlatformChallenge=Many customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience
+|PlatformChallenge=Many customer service, sales or support conversations with customers are repetitive — frustrating both to customers and to employees. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction.
-|PlatformSolution=Chatbots automate natural conversations across digital channels. Chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours.
+|PlatformSolution=Blended AI chatbots automate natural language conversations, even across channels. Genesys blended chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours.
-<sup>1</sup>''Callback option is available for Genesys Multicloud CX only.''
+<sup>1</sup>''Callback option is available for Genesys Engage only.''
 |PainPoints=*Increasing interactions on digital channels
 *Low first contact resolution rates
@@ Line 23: / Line 23: @@
 *Context-aware chatbot to assist purchase process or service requests
 *Better user experience based on customer context
-|HighLevelFlowLucid=0cd99598-9d44-41b7-8891-c768da389418
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0cd99598-9d44-41b7-8891-c768da389418/0
 |BuyerPersonas=Chief Financial Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=1 Do you want to increase NPS while saving on contact center expense?
@@ Line 42: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Containment Rate
+|CanonicalBenefitID=Reduced Volume of Interactions
 |CanonicalBenefit=Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
 }}

@@ Line 9: / Line 9: @@
 |PlatformSolution=Chatbots automate natural conversations across digital channels. Chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours.
-<sup>1</sup>''Callback option is available for Genesys Engage only.''
+<sup>1</sup>''Callback option is available for Genesys Multicloud CX only.''
 |PainPoints=*Increasing interactions on digital channels
 *Low first contact resolution rates

@@ Line 42: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Volume of Interactions
+|CanonicalBenefitID=Improved Containment Rate
 |CanonicalBenefit=Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests
 }}

@@ Line 3: / Line 3: @@
 |Solution=Self-Service and Automation
 |Title=Genesys Chatbots
-|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
+|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a live agent when needed.
 }}
 {{SMART Canonical
-|PlatformChallenge=Many customer service, sales or support conversations with customers are repetitive — frustrating both to customers and to employees. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction.
+|PlatformChallenge=Many customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience
-|PlatformSolution=Blended AI chatbots automate natural language conversations, even across channels. Genesys blended chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours.
+|PlatformSolution=Chatbots automate natural conversations across digital channels. Chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours.
 <sup>1</sup>''Callback option is available for Genesys Engage only.''

@@ Line 23: / Line 23: @@
 *Context-aware chatbot to assist purchase process or service requests
 *Better user experience based on customer context
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0cd99598-9d44-41b7-8891-c768da389418/0
+|HighLevelFlowLucid=0cd99598-9d44-41b7-8891-c768da389418
 |BuyerPersonas=Chief Financial Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=1 Do you want to increase NPS while saving on contact center expense?

@@ Line 10: / Line 10: @@
 <sup>1</sup>''Callback option is available for Genesys Engage only.''
-|PainPoints=* Increasing interactions on digital channels
+|PainPoints=*Increasing interactions on digital channels
-* Low first contact resolution rates
+*Low first contact resolution rates
-* Generic customer experience across all customers
+*Generic customer experience across all customers
-* High online purchase abandonment or lack of assistance
+*High online purchase abandonment or lack of assistance
-* Increasing repeat contacts
+*Increasing repeat contacts
-* Customer having to queue for a long time for chat agents
+*Customer having to queue for a long time for chat agents
-* No seamless customer experience across channels
+*No seamless customer experience across channels
-|DesiredState=* Introduce self-service through chatbot
+|DesiredState=*Introduce self-service through chatbot
-* Pass conversation history when handing over to an agent
+*Pass conversation history when handing over to an agent
-* Offer callback outside of business hours
+*Offer callback outside of business hours
-* Personalized interactions for customers based on natural language understanding
+*Personalized interactions for customers based on natural language understanding
-* Context-aware chatbot to assist purchase process or service requests
+*Context-aware chatbot to assist purchase process or service requests
-* Better user experience based on customer context
+*Better user experience based on customer context
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0cd99598-9d44-41b7-8891-c768da389418/0
 |BuyerPersonas=Chief Financial Officer, Head of Customer Experience, Head of Customer Service
@@ Line 46: / Line 46: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
 }}

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