CE34/Canonical - Revision history

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

2021-03-31T15:26:15Z

USC: Updated HLF embed code

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

2021-02-15T16:03:19Z

USC: Updated benefits to align with calculators

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

2021-01-28T15:56:50Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 12:21, April 1, 2020

2020-04-01T12:21:08Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

Shlandy93 at 10:11, March 26, 2020

2020-03-26T10:11:25Z

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

2020-03-26T10:10:44Z

Shlandy93 at 15:19, October 16, 2019

2019-10-16T15:19:12Z

Shlandy93 at 08:53, July 15, 2019

2019-07-15T08:53:47Z

Shlandy93 at 10:36, May 14, 2019

2019-05-14T10:36:28Z

@@ Line 21: / Line 21: @@
 *Enable intelligent bots for automated interactions
 *Enable asynchronous conversations that are convenient for the consumer
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c8f03dc7-ccfd-444a-99c9-606b0abadc5e/0
+|HighLevelFlowLucid=c8f03dc7-ccfd-444a-99c9-606b0abadc5e
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=1.How do you plan to support new messaging channels that your customers demand?
@@ Line 56: / Line 56: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved Employee Utilization
-|CanonicalBenefit=Reduced calls, self-service options
+|CanonicalBenefit=Reduced calls, self-service options<br>and agents can manage multiple<br>chat conversations simultaneously
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Seamless omnichannel experience
+|CanonicalBenefit=Seamless omnichannel experience<br>using single customer experience<br>platform on preferred channel
 }}

@@ Line 61: / Line 61: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Seamless omnichannel experience
 using single customer experience
 platform on preferred channel
 }}

@@ Line 55: / Line 55: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Reduced calls, self-service options
 and agents can manage multiple

@@ Line 61: / Line 61: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Seamless omnichannel experience
 using single customer experience
 platform on preferred channel
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.
 |PlatformSolution=Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c8f03dc7-ccfd-444a-99c9-606b0abadc5e/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 42: / Line 55: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Reduced calls, self-service options
 and agents can manage multiple

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

← Older revision	Revision as of 10:11, March 26, 2020
(No difference)

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=To engage customers on their desktops or mobile device (s), enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.
+|PlatformChallenge=To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.
-|PlatformSolution=Using Genesys Messaging for Apple Business Chat and WhatsApp to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies
+|PlatformSolution=Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c8f03dc7-ccfd-444a-99c9-606b0abadc5e/0
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
@@ Line 20: / Line 20: @@
 .What are your competitors doing with messaging?
 }}
 {{SMART DataSheetFlow
@@ Line 36: / Line 37: @@
 |Flow=- OR: transferred to agent for assistance THEN Agent resolves request
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Increased revenue by offering
+|CanonicalBenefit=Increase revenue and reduce customer churn with improved resolution of business outcome.
 }}
 {{SMART Benefits

@@ Line 2: / Line 2: @@
 |SolutionCategory=CE
 |Solution=Digital
-|Title=Genesys Messaging for Apple Business Chat
+|Title=Genesys Messaging
 |Subtitle=Offer a powerful new way for customers to connect with you directly in Messages
 }}
-{{SMART Canonical}}
+{{SMART Canonical