https://all.docs.genesys.com/index.php?action=history&feed=atom&title=SL22%2FCanonical 2026-04-10T05:01:00Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=SL22/Canonical&diff=36791&oldid=prev 2020-03-26T15:34:47Z

<p>1 revision imported</p> <table class="diff diff-contentalign-left" data-mw="interface"> <tr class="diff-title" lang="en"> <td colspan="1" style="background-color: #fff; color: #222; text-align: center;">← Older revision</td> <td colspan="1" style="background-color: #fff; color: #222; text-align: center;">Revision as of 15:34, March 26, 2020</td> </tr><tr><td colspan="2" class="diff-notice" lang="en"><div class="mw-diff-empty">(No difference)</div> </td></tr></table>

Bgrenon https://all.docs.genesys.com/index.php?title=SL22/Canonical&diff=36790&oldid=prev 2020-01-30T16:06:41Z

<p>Reverted edits by <a href="/Special:Contributions/Shlandy93" title="Special:Contributions/Shlandy93">Shlandy93</a> (<a href="/index.php?title=User_talk:Shlandy93&amp;action=edit&amp;redlink=1" class="new" title="User talk:Shlandy93 (page does not exist)">talk</a>) to last revision by <a href="/index.php?title=User:Cboring&amp;action=edit&amp;redlink=1" class="new" title="User:Cboring (page does not exist)">Cboring</a></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |ID=SL22<br /> |SolutionCategory=SL<br /> |Solution=Inbound<br /> |Title=Genesys Call Routing for Sales<br /> |Subtitle=Route sales calls to the best skilled resources<br /> }}<br /> {{SMART Canonical<br /> |PlatformChallenge=When a sales lead calls, you have to classify and prioritize what sales representative gets it. Distributing incoming leads among sales reps needs to be flexible and match sales operation logic. Routing decisions need to be made in real time using multiple data points. If prospects are not connected to the best fit sales resource in real time they encounter unnecessary transfers, hold time, and repetition — resulting in loss of a potential sale.<br /> |PlatformSolution=Automatically prioritize and route incoming sales calls to the best agent no matter geographical location or team structure using customizable skills-based routing features from Genesys.<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/071dd80b-ed94-461c-a5ce-5d300a33dae5/0<br /> |BuyerPersonas=Head of Ecommerce, Head of Marketing Operations, Head of Sales<br /> |QualifyingQuestions=List of qualifying questions:<br /> <br /> 1. Are you concerned with abandoned calls due to a lack of available sales agents?<br /> <br /> 2. Is finding the best skilled agent with the appropriate expertise to close a sale challenging?<br /> <br /> 3. Are prospects constantly transferring from one agent to the next in search of the best resource to help?<br /> <br /> 4. Are you able to capture call results at the end of each sales call for reporting purposes?<br /> |DataSheetImage=CE09 - genesys ivr personalization - header (2).png<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=A prospective customer decides to call the company<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Offer or product options are presented to better route the call<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The prospective customer elects to speak to sales representative<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The prospective customer is queued for a highly skilled sales representative<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 sales representative skills<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The prospective customer is connected to a skilled sales representative who will address the request and at end of the call will disposition accordingly<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Conversion Rates<br /> |CanonicalBenefit=Decrease the effort it takes to get a prospect connected to the best resource by reducing unnecessary call transfers and misrouted calls.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Increased Qualified Leads<br /> |CanonicalBenefit=First contact lead capture and qualification dramatically increases by connecting inbound leads to the best matched sales representative.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Increased Revenue<br /> |CanonicalBenefit=Improved cross-sell/up-sell with connecting inbound sales leads through skills-based routing. The best sales representative with the right skills and expertise assist caller to close the sale.<br /> }}</div>

smart_wiki>Shlandy93