https://all.docs.genesys.com/index.php?action=history&feed=atom&title=OP05%2FCanonical 2026-04-10T04:48:48Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=OP05/Canonical&diff=36753&oldid=prev 2020-03-26T15:34:45Z

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Bgrenon https://all.docs.genesys.com/index.php?title=OP05/Canonical&diff=36752&oldid=prev 2019-05-21T20:44:27Z

<p>SALES: Updated Qualifying questions</p> <p><b>New page</b></p><div>{{SMART Meta<br /> |Solution=Open Platform<br /> |Title=Genesys Open Media Routing<br /> |Subtitle=TBD<br /> }}<br /> {{SMART Canonical<br /> |QualifyingQuestions=# How easy is it for your customers to get repetitive or easy issues fixed?​<br /> # How often do your customers have first contact resolution?​<br /> # How often is a transfer required, due to agents’ experience or knowledge?​<br /> # What service level issues are you experiencing?​<br /> |PlatformChallenge=When your customers call, they want to speak with someone who can fulfill their need quickly. If they encounter excessive wait times or are connected to people who don’t have the right expertise — resulting in unnecessary transfers, hold time, and repetition — your customer experience scores suffer.<br /> |PlatformSolution=Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skill-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=A customer decides to contact the company<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Self-service options are presented<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The customer elects to speak to an agent<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The customer is queued for a highly skilled agent<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Wait time is long, so priority increases as customer waits<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Target is expanded to include additional agent skills<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The customer is connected to a skilled agent who has full journey history<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Handle Time<br /> |CanonicalBenefit=Matching the caller with the agent best equipped to help reduces call duration and costs.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Increased Revenue<br /> |CanonicalBenefit=By routing to the best agent, you can improve sales or collections conversions<br /> }}</div>

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