SL05/Canonical - Revision history

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

2021-01-29T11:50:47Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 10:40, June 3, 2020

2020-06-03T10:40:15Z

Shlandy93 at 15:54, April 1, 2020

2020-04-01T15:54:19Z

Bgrenon: 1 revision imported

2020-03-26T15:34:42Z

1 revision imported

Shlandy93 at 11:39, March 26, 2020

2020-03-26T11:39:10Z

smart_wiki>Shlandy93 at 11:38, March 26, 2020

2020-03-26T11:38:44Z

Shlandy93 at 10:06, January 16, 2020

2020-01-16T10:06:02Z

Bgrenon: 1 revision imported

2018-08-22T18:18:32Z

1 revision imported

Shlandy93 at 20:05, July 18, 2018

2018-07-18T20:05:54Z

New page

{{SMART Meta
|SolutionCategory=BO
|Solution=Sales
|Title=Genesys Lead Engagement
|Subtitle=Enrich, prioritize and distribute missed conversion opportunities
}}
{{SMART Canonical
|PlatformChallenge=You need your team to get more conversions in less time. But when leads don’t get to the right rep in real time, or have assigned value, priority or customer context, it’s hard for that rep to successfully convert. And missed conversions mean missed revenue opportunities.
|PlatformSolution=Create a single, global task list that automatically organizes, prioritizes and routes captured leads (with context) to the best qualified rep anywhere in your company. Eliminate “cherry-picking” and misrouting, so reps can process leads faster and more efficiently, for better resource planning and conversion rates.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/9048c2ef-d188-41ab-ac00-53d987cfb863/0
|BuyerPersonas=Head of Contact Center(s), Head of Sales, Head of Sales Operations
|QualifyingQuestions=# Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
# Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
# Are you interested in improving conversion rates through automation and contact center routing practices?
}}
{{SMART DataSheetFlow
|Flow=New lead created in source systems, such as the web site
}}
{{SMART DataSheetFlow
|Flow=Genesys captures leads from various source systems
}}
{{SMART DataSheetFlow
|Flow=Genesys applies lead and account attributes for scoring and prioritization
}}
{{SMART DataSheetFlow
|Flow=Genesys continuously searches for the most appropriate and available resource
}}
{{SMART DataSheetFlow
|Flow=Routing can be based on continuous prioritization of lead scores, recentness and value
}}
{{SMART DataSheetFlow
|Flow=If resource available, lead routed to the desktop with customer context from source system
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=“Push” routing helps sales reps follow-up quickly with captured leads, improving conversion rates.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Offering to assist a customer who has abandoned an online process improves satisfaction scores.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Prioritizing leads combined with continuous push distribution makes the most of available resources.
}}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=You need your team to get more conversions in less time. But when leads don’t get to the right rep in real time, or have assigned value, priority or customer context, it’s hard for that rep to successfully convert. And missed conversions mean missed revenue opportunities.
 |PlatformSolution=Create a single, global task list that automatically organizes, prioritizes and routes captured leads (with context) to the best qualified rep anywhere in your company. Eliminate “cherry-picking” and misrouting, so reps can process leads faster and more efficiently, for better resource planning and conversion rates.
@@ Line 20: / Line 21: @@
 *Equitable distribution of leads across employee base
 *Insights into workforce skills and proficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/9048c2ef-d188-41ab-ac00-53d987cfb863/0
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/f4df9d53-4431-4b89-a280-0828887b1381/0
 |BuyerPersonas=Head of Ecommerce, Head of Sales, Head of Sales Operations
 |QualifyingQuestions=# Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?

@@ Line 55: / Line 55: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Prioritizing leads combined with continuous push distribution makes the most of available resources.
 }}

@@ Line 50: / Line 50: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Offering to assist a customer who has abandoned an online process improves satisfaction scores.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 11:39, March 26, 2020
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← Older revision	Revision as of 18:18, August 22, 2018
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