OP02/Canonical - Revision history

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

2021-11-09T21:27:42Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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

2021-04-01T11:46:41Z

USC: Updated HLF embed code

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

2021-02-15T17:02:18Z

USC: Updated benefits to align with calculators

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:48Z

Text replacement - "PureCloud" to "Genesys Cloud"

Shlandy93 at 15:22, June 17, 2020

2020-06-17T15:22:55Z

Shlandy93 at 15:15, June 17, 2020

2020-06-17T15:15:24Z

Shlandy93 at 15:52, April 1, 2020

2020-04-01T15:52:46Z

Bgrenon: 1 revision imported

2020-03-26T15:34:45Z

1 revision imported

Shlandy93 at 11:51, March 26, 2020

2020-03-26T11:51:54Z

smart_wiki>PLeprieult at 07:44, March 25, 2020

2020-03-25T07:44:59Z

@@ Line 2: / Line 2: @@
 |Solution=Open Platform
 |Title=Genesys CRM Collaboration
-|Subtitle=Enhance routing capabilities and drive agent screenpops using Genesys Cloud Data Actions
+|Subtitle=Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions
 }}
 {{SMART Canonical

@@ Line 5: / Line 5: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=CRM information and the contact center traditionally been silo'ed, but they don't have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them.
 |PlatformSolution=Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent.
@@ Line 15: / Line 14: @@
 *Use existing information to make better routing decisions
 *Eliminate duplicate effort by surfacing customer info directly to agents
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c9fc7576-7984-45d4-be07-b38397bddd74/0
+|HighLevelFlowLucid=c9fc7576-7984-45d4-be07-b38397bddd74
 |BuyerPersonas=Chief Technical Officer, Head of Customer Experience, Systems Administrator
 |QualifyingQuestions=#Do you give customers a self-service option for easy inquiries and updates?

@@ Line 51: / Line 51: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Improved Customer Experience by offering personalization within IVR
 }}

@@ Line 2: / Line 2: @@
 |Solution=Open Platform
 |Title=Genesys CRM Collaboration
-|Subtitle=Enhance routing capabilities and drive agent screenpops using PureCloud Data Actions
+|Subtitle=Enhance routing capabilities and drive agent screenpops using Genesys Cloud Data Actions
 }}
 {{SMART Canonical

@@ Line 7: / Line 7: @@
 |ID=
 |PlatformChallenge=CRM information and the contact center traditionally been silo'ed, but they don't have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them.
-|PlatformSolution=CRMs and the contact center often coexist. Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to ever reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they are presented with the call.
+|PlatformSolution=Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent.
 |PainPoints=*Silo'ed data in the CRM
 *Navigating IVR difficult

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

← Older revision	Revision as of 11:51, March 26, 2020
(No difference)

@@ Line 6: / Line 6: @@
 {{SMART Canonical
 |PlatformChallenge=CRM information and the contact center traditionally been silo'ed, but they don't have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them.
-|PlatformSolution=CRMs and the contact center often coexist, serving as complementary pieces to the Customer Experience puzzle. Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center to provide a more personalized, meaningful, and effective customer experience. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to ever reaching an agent. This same data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry, selecting the appropriate skills an agent in that queue should have in order to properly handle this inquiry, and to provide the ACD engine all of the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they are presented with the call so they have all of the necessary context they need to effectively handle the call quickly and efficiently.
+|PlatformSolution=CRMs and the contact center often coexist, serving as complementary pieces to the Customer Experience puzzle. Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center to provide a more personalized customer experience. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to ever reaching an agent. This same data can also be used to make advanced routing decisions.  Lastly, the information gathered from the CRM can be surfaced directly to the agent when they are presented with the call so they have all of the necessary context they need to effectively handle the call quickly and efficiently.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c9fc7576-7984-45d4-be07-b38397bddd74/0
 |BuyerPersonas=Chief Technical Officer, Head of Customer Experience, Systems Administrator
@@ Line 35: / Line 42: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Data enabled IVR's provide a better customer experience by offering personalization within the IVR, better self service options tied into business workflows within the CRM, and more intelligent routing decisions, all based on information that has already been collected about the customer and stored within the CRM
+|CanonicalBenefit=Reduced Handle time by delivering additional context to the agent
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Data enabled IVR's enables more intelligent routing that leads to more consistent first contact resolutions by directing the caller to the right agent.
+|CanonicalBenefit=Improved FCR by enabling more intelligent routing
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Reduced Handle Time
+|CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Delivering additional context to the agent from the CRM helps reduce handle times by given the agent the information they need to handle the interaction right away.
+|CanonicalBenefit=Improved Customer Experience by offering personalization within IVR
 }}