CE41/Canonical - Revision history

Shane.landy@genesys.com at 14:31, June 3, 2021

2021-06-03T14:31:56Z

Shane.landy@genesys.com at 15:47, May 27, 2021

2021-05-27T15:47:42Z

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

2021-03-31T15:29:09Z

USC: Updated HLF embed code

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

2021-02-15T16:10:21Z

USC: Updated benefits to align with calculators

Shlandy93 at 09:52, March 31, 2020

2020-03-31T09:52:37Z

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

smart_wiki>Shlandy93 at 12:30, March 24, 2020

2020-03-24T12:30:22Z

Shlandy93 at 12:17, March 10, 2020

2020-03-10T12:17:35Z

Shlandy93 at 11:07, November 15, 2019

2019-11-15T11:07:26Z

Shlandy93 at 17:36, November 12, 2019

2019-11-12T17:36:07Z

@@ Line 48: / Line 48: @@
 }}
 {{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 6: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible.  Traditional IVRs confuse, frustrate and are simply unfriendly to use.  This causes frustration and leads to longer agent interactions.
+|PlatformChallenge=When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible.  Traditional IVRs are complex menu mazes that are unfriendly to use and confuse customers. This leads to longer agent interactions and increases cost of service for an organization
-|PlatformSolution=Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing.
+|PlatformSolution=Deliver a smooth service experience for customers with a bot that intuitively understands customer issues in natural language. It improves contact center operations as agents do not need to intervene for repetitive issues.
 |PainPoints=*Agents wasting time, capturing routine information
 *Increasing interactions on voice channels

@@ Line 20: / Line 20: @@
 *Personalised interactions for customers based on NLU
 *Better user experience based on customer data
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ef922951-e019-429c-b515-6a9a283f4754/0
+|HighLevelFlowLucid=ef922951-e019-429c-b515-6a9a283f4754
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Do you want to increase automation on voice channels and decrease interactions that need a live agent?

@@ Line 52: / Line 52: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
 }}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible.  Traditional IVRs confuse, frustrate and are simply unfriendly to use.  This causes frustration and leads to longer agent interactions.
 |PlatformSolution=Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing.
-|PainPoints=* Agents wasting time, capturing routine information
+|PainPoints=*Agents wasting time, capturing routine information
-* Increasing interactions on voice channels
+*Increasing interactions on voice channels
-* Low first contact resolution rates
+*Low first contact resolution rates
-* Increasing repeat contacts
+*Increasing repeat contacts
-* Customer having to queue for along time to talk to agents
+*Customer having to queue for along time to talk to agents
-* Frustrating IVR experiences leading to low NPS scores
+*Frustrating IVR experiences leading to low NPS scores
-|DesiredState=* Introduce self-service through Voicebots
+|DesiredState=*Introduce self-service through Voicebots
-* Collecting of routine information through natural language understanding (NLU) Voicebots
+*Collecting of routine information through natural language understanding (NLU) Voicebots
-* Fulfilment of simple and repetitive tasks
+*Fulfilment of simple and repetitive tasks
-* Pass conversation history when handing over to an agent
+*Pass conversation history when handing over to an agent
-* Personalised interactions for customers based on NLU
+*Personalised interactions for customers based on NLU
-* Better user experience based on customer data
+*Better user experience based on customer data
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ef922951-e019-429c-b515-6a9a283f4754/0
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
@@ Line 52: / Line 52: @@
 }}
 {{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
 }}

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

@@ Line 3: / Line 3: @@
 |Solution=Self-Service and Automation
 |Title=Genesys Voicebots
-|Subtitle=Use voicebots to automate customer conversations and seamlessly handover to an agent if needed.
+|Subtitle=Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.
 }}
 {{SMART Canonical
 |PlatformChallenge=When your customers call in to service themselves or need an agent, they want to get off the phone as soon as possible.  Traditional IVRs confuse, frustrate and are simply unfriendly to use.  This causes frustration and leads to longer agent interactions.
-|PlatformSolution=Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing and the power of predictive routing to orchestrate customer journeys
+|PlatformSolution=Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ef922951-e019-429c-b515-6a9a283f4754/0
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
@@ Line 15: / Line 15: @@
 # Do you have an AI strategy?
 # Do you want to more return on investment with AI?
 }}
 {{SMART DataSheetFlow
@@ Line 35: / Line 36: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Employee Utilization
-|CanonicalBenefit=Easier voice experience and better agent selection leads to happier customers
+|CanonicalBenefit=Gathering routine information for self-service gives your team time to concentrate on more interesting issues.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Handle Time
+|CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Routing calls to the best available agent for each interaction results in shorter handle times
+|CanonicalBenefit=Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Getting properly qualified calls to the best available agent resolves more issues the first time
+|CanonicalBenefit=Bots identify customers and context, then present choices fitted to expected activity.
 }}