UseCases/Current/GenesysCloud/CE07 - Revision history

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

2021-11-09T21:28:34Z

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

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

2021-02-16T13:50:41Z

UCC: Updated benefits to align with calculators

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

2020-12-01T12:55:22Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 17:05, November 10, 2020

2020-11-10T17:05:56Z

Shane.landy@genesys.com at 11:30, November 10, 2020

2020-11-10T11:30:57Z

Shane.landy@genesys.com at 18:20, October 21, 2020

2020-10-21T18:20:57Z

Shlandy93 at 16:09, October 19, 2020

2020-10-19T16:09:43Z

Shlandy93: UCC: Updated interdependencies

2020-10-15T09:55:56Z

UCC: Updated interdependencies

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

2020-07-15T12:05:21Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE07 to UseCases/Current/GenesysCloud/CE07: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:54Z

WikiSysop moved page UseCases/Current/PureCloud/CE07 to UseCases/Current/GenesysCloud/CE07: Text replacement - "PureCloud" to "GenesysCloud"

@@ Line 13: / Line 13: @@
 |UCBenefit=Certain self-service tasks require a solid means of authentication. If a caller cannot be adequately identified, the call will likely end up waiting for an agent to be available.
 }}
-|UCOverview=Smart contact center software knows who’s calling. Genesys Cloud identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster.
+|UCOverview=Smart contact center software knows who’s calling. Genesys Cloud CX identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster.
 |PainPoints=* Increasing competitive pressure
 * High customer churn
@@ Line 31: / Line 31: @@
 * If an agent receives the call, they are notified that the caller is already identified & verified and do not have to repeat those steps
 |MaturityLevel=Consistent
-|SellableItems=Genesys Cloud 2 or greater
+|SellableItems=Genesys Cloud CX 2 or greater
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Client has web services accessible customer database (Web Services is preferred. Bridge would be required if web services is not available)
@@ Line 39: / Line 39: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/c88e425c-c449-427b-a283-ecbaa810b672#
 |BusinessFlowDescription=#The IVR answers a call.
-#If enabled, Genesys Cloud identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI).	BL1
+#If enabled, Genesys Cloud CX identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI).	BL1
-#If ANI / CLI are available, Genesys Cloud performs a lookup in the company's back-end system (for example, the CRM) to identify the caller.
+#If ANI / CLI are available, Genesys Cloud CX performs a lookup in the company's back-end system (for example, the CRM) to identify the caller.
-#If identification via ANI / CLI is disabled or fails, Genesys Cloud asks for a separate Identifier (for example customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information, they can opt out and proceed down an unauthenticated path.
+#If identification via ANI / CLI is disabled or fails, Genesys Cloud CX asks for a separate Identifier (for example customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information, they can opt out and proceed down an unauthenticated path.
-#The customer input is validated against the enterprise/organization's back-end system (for example, the CRM).  If a match cannot be found, Genesys Cloud asks the customer for their identifier. Genesys Cloud requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
+#The customer input is validated against the enterprise/organization's back-end system (for example, the CRM).  If a match cannot be found, Genesys Cloud CX asks the customer for their identifier. Genesys Cloud CX requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud CX cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
-#If needed for security purposes, Genesys Cloud can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
+#If needed for security purposes, Genesys Cloud CX can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
-#Genesys Cloud validates the information entered against the organization's back-end system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, Genesys Cloud transfers customer to a queue for agent-assisted service.
+#Genesys Cloud CX validates the information entered against the organization's back-end system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud CX asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud CX cannot successfully validate the customer, Genesys Cloud CX transfers customer to a queue for agent-assisted service.
-#After successful identification and verification, Genesys Cloud transfers the call to the next step of the overall call flow. This step could be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud retains the customer identifier and verification status. Later Genesys Cloud can display this information to an agent by using scripts.
+#After successful identification and verification, Genesys Cloud CX transfers the call to the next step of the overall call flow. This step could be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud CX retains the customer identifier and verification status. Later Genesys Cloud CX can display this information to an agent by using scripts.
 }}
 |BusinessLogic=====Parameters and Business Rules====
@@ Line 53: / Line 53: @@
 |DistributionLogic=There is no applicable content for this section.
 |CustomerInterfaceRequirements=No applicable content for this section.
-|AgentDeskRequirements=If Genesys Cloud transfers the call to an agent, the agent receives an indication whether the customer is:
+|AgentDeskRequirements=If Genesys Cloud CX transfers the call to an agent, the agent receives an indication whether the customer is:
 *Identified and verified
@@ Line 59: / Line 59: @@
 *Not identified or verified
-If they are available in the back-end system, Genesys Cloud displays the customer's identifier and name.
+If they are available in the back-end system, Genesys Cloud CX displays the customer's identifier and name.
-|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. See the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com.
+|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud CX rapidly change. See the Genesys Cloud CX Resource Center for latest features at http://help.mypurecloud.com.
-The following are examples of Genesys Cloud Historical and Real-time views that provide relevant insights:
+The following are examples of Genesys Cloud CX Historical and Real-time views that provide relevant insights:
 *Agent
@@ Line 73: / Line 73: @@
 **It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
 *Reports
-**Genesys Cloud has a full library of canned reports available in .pdf and .xlsx formats.
+**Genesys Cloud CX has a full library of canned reports available in .pdf and .xlsx formats.
 **Supervisors can filter these reports by dates, users, queues, and so on.
-**Supervisors can download reports from the Genesys Cloud user interface.
+**Supervisors can download reports from the Genesys Cloud CX user interface.
 **Supervisors can schedule reports to run and download in batch.
 *Other Views

@@ Line 4: / Line 4: @@
 |UCBenefit=Reduce agent handled time due to a partial automation call through identification and verification (ID&amp;V) with IVR.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve NPS by saving the customer time through efficient and automated ID&amp;V interaction and by extending a more personal approach offered by agent (knowing who the customer is)
 }}{{SMART Benefits

@@ Line 7: / Line 7: @@
 |UCBenefit=Improve NPS by saving the customer time through efficient and automated ID&amp;V interaction and by extending a more personal approach offered by agent (knowing who the customer is)
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Containment Rate
-|UCBenefit=Reduce volume of agent-handled inbound calls by improving containment rate through a robust and flexible ID&amp;V solution.
+|UCBenefit=Reduce agent handled inbound call volume by improving containment rate through a robust and flexible solution
 }}
 |UCOverview=Smart contact center software knows who’s calling. Genesys Cloud identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster.
@@ Line 82: / Line 85: @@
 **And more
 |HistoricalReporting=Same as real-time Reporting.
 |GeneralAssumptions=*Identify the customer using the businesses publicly available REST endpoint. This endpoint must provide the appropriate web services and must be web accessible.
 *Validate the customer's identity using the publicly available REST endpoint that the business provides.
@@ Line 87: / Line 91: @@
 *If the business requests customer entries, the unique identifier must be numeric.
 |RequiresAll=CE43
 |Video=396472805
 |RelatedDocs={{TSSection}}
 }}

@@ Line 56: / Line 56: @@
 *Not identified or verified
-If they are available in the back-end system, Genesys Cloud displays the customer's identifier and name
+If they are available in the back-end system, Genesys Cloud displays the customer's identifier and name.
 |RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. See the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com.

@@ Line 37: / Line 37: @@
 |BusinessFlowDescription=#The IVR answers a call.
 #If enabled, Genesys Cloud identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI).	BL1
-#If ANI / CLI are available, Genesys Cloud performs a lookup in the company's backend system (for example, the CRM) to identify the caller.
+#If ANI / CLI are available, Genesys Cloud performs a lookup in the company's back-end system (for example, the CRM) to identify the caller.
-#If identification via ANI / CLI is disabled or fails, Genesys Cloud asks for a separate Identifier (for example, customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information they can opt-out and proceed down an un-authenticated path.
+#If identification via ANI / CLI is disabled or fails, Genesys Cloud asks for a separate Identifier (for example customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information, they can opt out and proceed down an unauthenticated path.
-#The customer input is validated against the enterprise/organization's backend system (for example, the CRM).  If no match is found, Genesys Cloud asks the customer for their identifier. Genesys Cloud requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
+#The customer input is validated against the enterprise/organization's back-end system (for example, the CRM).  If a match cannot be found, Genesys Cloud asks the customer for their identifier. Genesys Cloud requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
 #If needed for security purposes, Genesys Cloud can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
-#Genesys Cloud validates the information entered against the organization's backend system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, Genesys Cloud transfers customer to a queue for agent-assisted service.
+#Genesys Cloud validates the information entered against the organization's back-end system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, Genesys Cloud transfers customer to a queue for agent-assisted service.
-#After successful identification and verification, Genesys Cloud transfers the call to the next step of the overall call flow. This might be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud retains the the customer identifier and verification status. Later Genesys Cloud can display this information to an agent by using scripts.
+#After successful identification and verification, Genesys Cloud transfers the call to the next step of the overall call flow. This step could be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud retains the customer identifier and verification status. Later Genesys Cloud can display this information to an agent by using scripts.
 }}
 |BusinessLogic=====Parameters and Business Rules====
@@ Line 70: / Line 70: @@
 **It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
 *Reports
-**Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
+**Genesys Cloud has a full library of canned reports available in .pdf and .xlsx formats.
 **Supervisors can filter these reports by dates, users, queues, and so on.
 **Supervisors can download reports from the Genesys Cloud user interface.
@@ Line 82: / Line 82: @@
 **And more
 |HistoricalReporting=Same as real-time Reporting.
 |GeneralAssumptions=*Identify the customer using the businesses publicly available REST endpoint. This endpoint must provide the appropriate web services and must be web accessible.
 *Validate the customer's identity using the publicly available REST endpoint that the business provides.
@@ Line 88: / Line 87: @@
 *If the business requests customer entries, the unique identifier must be numeric.
 |RequiresAll=CE43
 |Video=396472805
 |RelatedDocs={{TSSection}}
 }}

@@ Line 81: / Line 81: @@
 **Campaigns
 **And more
-|HistoricalReporting=Same as Real Time Reporting.
+|HistoricalReporting=Same as real-time Reporting.
 |DocVersion=V 1.0.1
-|GeneralAssumptions=*The business has a publicly available REST endpoint that can be used to identify the customer. This endpoint must provide the appropriate web services and must be web accessible.
+|GeneralAssumptions=*Identify the customer using the businesses publicly available REST endpoint. This endpoint must provide the appropriate web services and must be web accessible.
-*The business provides access to a publicly available REST endpoint that can be used to validate the customer's identity.
+*Validate the customer's identity using the publicly available REST endpoint that the business provides.
-*The business must either have a unique identifier or a phone number for each customer that can be used for identification.
+*The business must either have a unique identifier or a phone number for each customer used for identification.
 *If the business requests customer entries, the unique identifier must be numeric.
 |RequiresAll=CE43

@@ Line 2: / Line 2: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
-|UCBenefit=Reduce agent handled time due to a partial automation calls through identification and verification (ID&amp;V) with IVR
+|UCBenefit=Reduce agent handled time due to a partial automation call through identification and verification (ID&amp;V) with IVR.
 }}{{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
-|UCBenefit=Reduce volume of agent-handled inbound calls by improving containment rate through a robust and flexible ID&amp;V solution
+|UCBenefit=Reduce volume of agent-handled inbound calls by improving containment rate through a robust and flexible ID&amp;V solution.
 }}
 |UCOverview=Smart contact center software knows who’s calling. Genesys Cloud identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster.
@@ Line 35: / Line 35: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/c88e425c-c449-427b-a283-ecbaa810b672#
-|BusinessFlowDescription=# The IVR answers a call.
+|BusinessFlowDescription=#The IVR answers a call.
-# If enabled, Genesys Cloud identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI).	BL1
+#If enabled, Genesys Cloud identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI).	BL1
-# If ANI / CLI are available, Genesys Cloud performs a lookup in the company's backend system (for example, the CRM) to identify the caller.
+#If ANI / CLI are available, Genesys Cloud performs a lookup in the company's backend system (for example, the CRM) to identify the caller.
-# If identification via ANI / CLI is disabled or fails, Genesys Cloud asks for a separate Identifier (for example, the customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information they can opt-out and proceed down an un-authenticated path.
+#If identification via ANI / CLI is disabled or fails, Genesys Cloud asks for a separate Identifier (for example, customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information they can opt-out and proceed down an un-authenticated path.
-# The customer input is validated against the enterprise/organization's backend system (for example, the CRM).  If no match is found, Genesys Cloud asks the customer for their identifier. Genesys Cloud requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
+#The customer input is validated against the enterprise/organization's backend system (for example, the CRM).  If no match is found, Genesys Cloud asks the customer for their identifier. Genesys Cloud requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
-# If needed for security purposes, Genesys Cloud can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
+#If needed for security purposes, Genesys Cloud can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
-# Genesys Cloud validates the information entered against the organization's backend system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, Genesys Cloud transfers customer to a queue for agent-assisted service.
+#Genesys Cloud validates the information entered against the organization's backend system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud cannot successfully validate the customer, Genesys Cloud transfers customer to a queue for agent-assisted service.
-# After successful identification and verification, Genesys Cloud transfers the call to the next step of the overall call flow. This might be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud retains the the customer identifier and verification status. Later Genesys Cloud can display this information to an agent by using scripts.
+#After successful identification and verification, Genesys Cloud transfers the call to the next step of the overall call flow. This might be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud retains the the customer identifier and verification status. Later Genesys Cloud can display this information to an agent by using scripts.
 }}
 |BusinessLogic=====Parameters and Business Rules====
-* '''Customer identification by ANI / CLI''' - Step 3 in the business flow can be enabled or disabled depending on specific business requirements. If this step is disabled, the flow always asks for a customer identifier (for example, customer ID, account number, or tracking number). This parameter can be set for each company service line.
+*'''Customer identification by ANI / CLI''' - Step 3 in the business flow can be enabled or disabled depending on specific business requirements. If this step is disabled, the flow always asks for a customer identifier. (for example customer ID, account number, or tracking number.) You can set this parameter for each company service line.
-* '''General: Voice Prompts''' - The business can configure all voice prompts within this flow.
+*'''General: Voice Prompts''' - The business can configure all voice prompts within this flow.
-|DistributionLogic=N/A
+|DistributionLogic=There is no applicable content for this section.
-|CustomerInterfaceRequirements=N/A
+|CustomerInterfaceRequirements=No applicable content for this section.
 |AgentDeskRequirements=If Genesys Cloud transfers the call to an agent, the agent receives an indication whether the customer is:
 * Identified and verified
-* Identified only
+*Identified and verified
-* Neither identified nor verified
+*Identified only
-Genesys Cloud displays the customer's identifier and name, if they are available in the backend system.
+*Not identified or verified
-|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please see the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com.
 The following are examples of Genesys Cloud Historical and Real-time views that provide relevant insights:
 * Agent
-** Agent views provides metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skills, languages, wrap-up codes, and more.
+*Agent
-* Queue
+**Agent views provide metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skills, languages, wrap-up codes, and more.
-** There are a number of views that provide insight into both real-time and historical queue activity.
+*Queue
-** The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
+**There are several views that provide insight into both real-time and historical queue activity.
-* Interactions
+**The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
-** The Interactions view provides detailed information on both historical and real-time interactions.
+*Interactions
-** It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
+**The Interactions view provides detailed information on both historical and real-time interactions.
-* Reports
+**It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
-** Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
+*Reports
-** Supervisors can filter these reports by dates, users, queues, and so on.
+**Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
-** Supervisors can download reports from the Genesys Cloud user interface.
+**Supervisors can filter these reports by dates, users, queues, and so on.
-** Supervisors can schedule reports to run and download in batch.
+**Supervisors can download reports from the Genesys Cloud user interface.
-* Other Views
+**Supervisors can schedule reports to run and download in batch.
-** WFM
+*Other Views
-** Quality
+**WFM
-** Outbound
+**Quality
-** Scheduled Callbacks
+**Outbound
-** Campaigns
+**Scheduled Callbacks
-** And more
+**Campaigns
 |HistoricalReporting=Same as Real Time Reporting.
-|DocVersion=v 1.0.1
+|DocVersion=V 1.0.1
 |GeneralAssumptions=*The business has a publicly available REST endpoint that can be used to identify the customer. This endpoint must provide the appropriate web services and must be web accessible.
 *The business provides access to a publicly available REST endpoint that can be used to validate the customer's identity.
@@ Line 85: / Line 88: @@
 *If the business requests customer entries, the unique identifier must be numeric.
 |RequiresAll=CE43
 |Video=396472805
 |RelatedDocs={{TSSection}}
 }}

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