SL06/Canonical - Revision history

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

2021-04-01T11:51:53Z

USC: Updated HLF embed code

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

2021-02-15T17:03:03Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com at 18:33, December 8, 2020

2020-12-08T18:33:43Z

Shlandy93 at 15:55, April 1, 2020

2020-04-01T15:55:27Z

Bgrenon: 1 revision imported

2020-03-26T15:34:37Z

1 revision imported

smart_wiki>Shlandy93 at 16:15, March 24, 2020

2020-03-24T16:15:17Z

Shlandy93 at 10:06, January 16, 2020

2020-01-16T10:06:44Z

Bgrenon: 1 revision imported

2018-08-22T18:18:15Z

1 revision imported

Shlandy93 at 20:07, July 18, 2018

2018-07-18T20:07:45Z

New page

{{SMART Meta
|SolutionCategory=SL
|Solution=Sales
|Title=Genesys Predictive Routing for Sales
|Subtitle=Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent
}}
{{SMART Canonical
|PlatformChallenge=Your existing routing strategy doesn’t use machine learning to adapt to the changing patterns of interactions and optimize for sales conversions. You want customers to speak with a rep who can fulfill their need quickly and is predicted best to increase revenue, based on customer journey. Don't let your CX scores suffer!
|PlatformSolution=Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the finest grain matching between sales reps and customers and appropriately routes the interaction on the customer’s preferred channel.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c143ab1e-4eda-43fa-a996-66f4f68e4451/0
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
# Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?
# Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?
}}
{{SMART DataSheetFlow
|Flow=A customer calls your sales department and elects to speak with an agent
}}
{{SMART DataSheetFlow
|Flow=The reason for speaking with an agent is identified
}}
{{SMART DataSheetFlow
|Flow=The customer is queued for a highly skilled agent
}}
{{SMART DataSheetFlow
|Flow=Predictive Matching is used to rank the targeted agents
}}
{{SMART DataSheetFlow
|Flow=Unfortunately all agents are working on other customers inquiries
}}
{{SMART DataSheetFlow
|Flow=Target is expanded to include additional agent skills and proficiency levels
}}
{{SMART DataSheetFlow
|Flow=Predictive Matching is used to rank the next best agents and still meet your service levels
}}
{{SMART DataSheetFlow
|Flow=An agent becomes available and answers the best matched customer
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to increase revenue.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Customer Churn
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to reduce churn.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to improve NPS.
}}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=Your existing routing strategy doesn’t use machine learning to adapt to the changing patterns of interactions and optimize for sales conversions. You want customers to speak with a rep who can fulfill their need quickly and is predicted best to increase revenue, based on customer journey. Don't let your CX scores suffer!
 |PlatformSolution=Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the finest grain matching between sales reps and customers and appropriately routes the interaction on the customer’s preferred channel.
-|PainPoints=* Low revenue per agent or customer. Variability in business outcomes.
+|PainPoints=*Low revenue per agent or customer. Variability in business outcomes.
-* Frustrated customers or repeat interactions – cannot get access to an agent providing the proper proficiency on the offer
+*Frustrated customers or repeat interactions – cannot get access to an agent providing the proper proficiency on the offer
-* Resource inefficiency and high costs – agents have a low conversion rate and waste customer’s and contact center resources
+*Resource inefficiency and high costs – agents have a low conversion rate and waste customer’s and contact center resources
-* Reduced employee satisfaction – employees don’t achieve their goals.
+*Reduced employee satisfaction – employees don’t achieve their goals.
-|DesiredState=* Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve Revenue before routing
+|DesiredState=*Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve Revenue before routing
-* Employ continuous learning by feeding back actual outcomes to update predictive models
+*Employ continuous learning by feeding back actual outcomes to update predictive models
-* Managers can gain insights to help identify root causes and employee training opportunities
+*Managers can gain insights to help identify root causes and employee training opportunities
-* Managers can view reports identifying attributes that influence KPI
+*Managers can view reports identifying attributes that influence KPI
-* A/B testing methodologies can be applied to evaluate lift
+*A/B testing methodologies can be applied to evaluate lift
-* Deep integration with Genesys routing and orchestration
+*Deep integration with Genesys routing and orchestration
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c143ab1e-4eda-43fa-a996-66f4f68e4451/0
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
@@ Line 58: / Line 58: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to improve NPS.
 }}

@@ Line 18: / Line 18: @@
 *A/B testing methodologies can be applied to evaluate lift
 *Deep integration with Genesys routing and orchestration
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c143ab1e-4eda-43fa-a996-66f4f68e4451/0
+|HighLevelFlowLucid=c143ab1e-4eda-43fa-a996-66f4f68e4451
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
@@ Line 51: / Line 51: @@
 {{SMART Benefits
 |CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Applying AI to listen, understand and predict the best customer + agent matches to optimize business revenue.
+|CanonicalBenefit=AI is used to predict the best customer and agent match to improve customer experiences to grow customer loyalty and grow revenue
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Customer Churn
-|CanonicalBenefit=Predictive Routing identifies the best employee to handle a specific interaction from specific customer to optimize the business outcome, based on historic and real-time data,&nbsp;delivering proven results.
+|CanonicalBenefit=Predictive Routing identifies the best agent for each customer interaction, reducing the likelihood of customer churn to protect revenues
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Predictive routing creates the most suitable connections possible, effectively driving personalized experiences that grow customer loyalty and lifetime value over time.
+|CanonicalBenefit=Predictive routing enables personalization at scale to improve customer experiences, growing customer loyalty and lifetime value
 }}

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=SL
-|Solution=Sales
+|Solution=Inbound
 |Title=Genesys Predictive Routing for Sales
 |Subtitle=Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
@@ Line 11: / Line 24: @@
 # Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?
 |DataSheetImage=CE11 - genesys outbound dialer - header (2).png
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)