UseCases/Current/GenesysCloud/CE29 - Revision history

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

2021-11-09T21:27:56Z

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

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-26T11:08:41Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T11:58:02Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 10:45, November 25, 2020

2020-11-25T10:45:53Z

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T14:11:27Z

UCC: Acrolinx Updates

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

2020-07-15T12:05:07Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

2020-07-15T11:34:46Z

Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE29 to UseCases/Current/GenesysCloud/CE29: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:31:00Z

WikiSysop moved page UseCases/Current/PureCloud/CE29 to UseCases/Current/GenesysCloud/CE29: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 17:32, March 10, 2020

2020-03-10T17:32:26Z

Shlandy93 at 16:19, February 26, 2020

2020-02-26T16:19:26Z

@@ Line 14: / Line 14: @@
 }}
 |UCOverview=In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. More often, customers choose asynchronous channels, such as SMS, for the convenience it provides. Using SMS, customers can avoid calling and waiting on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. Also, because customers engage by SMS at faster rates than any other messaging channel, the organization can resolve issues more quickly.
-|UCSummary=A customer sends an SMS message to a company. The Genesys system receives the SMS message and routes it to the appropriate messaging flow for processing. The messaging flow allows customer to potentially perform a data dip that enriches the available data about the SMS conversation. Based on decisions made in the flow, the system eventually transfers that data to a queue. The system then queues the SMS message to the best available agent who has the skills that correspond with the skills requested in the flow. When an agent becomes available, the system routes the conversation to the agent by ACD, just like any other media type. The agent answers the message, reviews the message contents, and replies from within the Genesys Cloud interface. The agent can keep the message open and use SMS like a chat channel, or close the SMS message after replying. If the agent keeps the conversation open, the system immediately displays each customer response to the agent, using SMS messages as a chat channel. If the agent closes the conversation but the customer replies within 72 hours, the conversation reopens (after 72 hours, the system creates a new conversation) and routes to the last agent that handled the SMS. If that agent is unavailable, the system routes the message by ACD to the next available agent. After the conversation ends, it may pass to a Quality Evaluator, who scores the conversation. As part of the SMS messaging channels, supervisors can view SMS traffic in all the analytics dynamic views.
+|UCSummary=A customer sends an SMS message to a company. The Genesys system receives the SMS message and routes it to the appropriate messaging flow for processing. The messaging flow allows customer to potentially perform a data dip that enriches the available data about the SMS conversation. Based on decisions made in the flow, the system eventually transfers that data to a queue. The system then queues the SMS message to the best available agent who has the skills that correspond with the skills requested in the flow. When an agent becomes available, the system routes the conversation to the agent by ACD, just like any other media type. The agent answers the message, reviews the message contents, and replies from within the Genesys Cloud CX interface. The agent can keep the message open and use SMS like a chat channel, or close the SMS message after replying. If the agent keeps the conversation open, the system immediately displays each customer response to the agent, using SMS messages as a chat channel. If the agent closes the conversation but the customer replies within 72 hours, the conversation reopens (after 72 hours, the system creates a new conversation) and routes to the last agent that handled the SMS. If that agent is unavailable, the system routes the message by ACD to the next available agent. After the conversation ends, it may pass to a Quality Evaluator, who scores the conversation. As part of the SMS messaging channels, supervisors can view SMS traffic in all the analytics dynamic views.
 |PainPoints=*Increasing calls related to online service and support
 *Increasing repeat contacts
@@ Line 36: / Line 36: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/57ba7272-f944-4204-ad49-41200eb525a4/0
 |BusinessFlowDescription=#A customer sends an SMS to a company long code, toll-free number, or short code.  Reference [https://help.mypurecloud.com/articles/about-acd-messages/ Resource Center] for more information regarding SMS and supported countries.
-#Genesys Cloud receives the SMS message, including the customer's phone number as metadata.
+#Genesys Cloud CX receives the SMS message, including the customer's phone number as metadata.
 #Genesys triggers an Architect inbound message flow for the incoming SMS message.
 #The Architect flow attempts to recognize the customer by performing a search in External Contacts or external data source (optional).
@@ Line 50: / Line 50: @@
 |DistributionLogic=There is no applicable content for this section.
 |CustomerInterfaceRequirements=* Customer cellular phone that can send or receive SMS messages.
-|AgentDeskRequirements=* Standard Genesys Cloud user interface.
+|AgentDeskRequirements=* Standard Genesys Cloud CX user interface.
 * Access to response library.
 * Admin and Architect access to provision and configure SMS numbers and flows.
-|RealTimeReporting=Genesys Cloud comes with a set of real-time dashboards, views, and reports. These views and reports work across all channels including messaging, which also shows all SMS messages. This feature enables supervisors to gain insight on the SMS traffic that the system handles. The following list outlines some of the key views available to exposed analytics data:
+|RealTimeReporting=Genesys Cloud CX comes with a set of real-time dashboards, views, and reports. These views and reports work across all channels including messaging, which also shows all SMS messages. This feature enables supervisors to gain insight on the SMS traffic that the system handles. The following list outlines some of the key views available to exposed analytics data:
 * Interactions: A detailed view that provides information related to each conversation and shows every step along the way for an SMS message.
 * Queue Activity: Real-time view of the conversations waiting in queue.
@@ Line 61: / Line 61: @@
 * Skills Performance: Detailed insight and metrics specific to skills-based routing.
 * Several Canned Reports: Set of canned reports specific to the various needs from contact centers and specific to messaging.
-Genesys Cloud continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com.
+Genesys Cloud CX continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com.
 |HistoricalReporting=See Above.
 |GeneralAssumptions=Each Genesys DC must purchase an SMS server to serve as the reverse proxy server for cloud customers.
-|CustomerAssumptions=*Customer secures and provisions a dedicated long code or text-enabled toll-free number, enabling them to send SMS messages in Genesys Cloud.
+|CustomerAssumptions=*Customer secures and provisions a dedicated long code or text-enabled toll-free number, enabling them to send SMS messages in Genesys Cloud CX.
 |DocVersion=V 1.0.0
 |Video=473349437
 |RelatedDocs={{TSSection}}
 }}

@@ Line 63: / Line 63: @@
 Genesys Cloud continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com.
 |HistoricalReporting=See Above.
-|GeneralAssumptions=There is no applicable content for this section.
+|GeneralAssumptions=Each Genesys DC must purchase an SMS server to serve as the reverse proxy server for cloud customers.
 |CustomerAssumptions=*Customer secures and provisions a dedicated long code or text-enabled toll-free number, enabling them to send SMS messages in Genesys Cloud.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=V 1.0.0
 |Video=473349437
 |RelatedDocs={{TSSection}}
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Routing of SMS messages to the right skilled agents through skills-based routing. Defer work to a later time when traffic volumes are not as significant.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}
@@ Line 35: / Line 35: @@
 |BusinessFlow=The following flow describes the use case from the perspective of the main actors, that is user and contact center agent.
 |BusinessImage=https://www.lucidchart.com/documents/edit/57ba7272-f944-4204-ad49-41200eb525a4/0
-|BusinessFlowDescription=#A customer sends an SMS to a company long code or toll-free number.
+|BusinessFlowDescription=#A customer sends an SMS to a company long code, toll-free number, or short code.  Reference [https://help.mypurecloud.com/articles/about-acd-messages/ Resource Center] for more information regarding SMS and supported countries.
 #Genesys Cloud receives the SMS message, including the customer's phone number as metadata.
 #Genesys triggers an Architect inbound message flow for the incoming SMS message.

@@ Line 63: / Line 63: @@
 Genesys Cloud continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com.
 |HistoricalReporting=See Above.
 |GeneralAssumptions=There is no applicable content for this section.
 |CustomerAssumptions=*Customer secures and provisions a dedicated long code or text-enabled toll-free number, enabling them to send SMS messages in Genesys Cloud.
@@ Line 69: / Line 68: @@
 |Cloud_Assumption=Each Genesys DC must purchase an SMS server to serve as the reverse proxy server for cloud customers.
 }}
 }}

@@ Line 4: / Line 4: @@
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduced Interaction Transfers
+|UCBenefitID=Reduced Transfers
-|UCBenefit=Reduce interaction transfers through skills-based routing.
+|UCBenefit=SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
 |UCBenefit=Routing of SMS messages to the right skilled agents through skills-based routing. Defer work to a later time when traffic volumes are not as significant.
 }}{{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Routing revenue generating opportunities to best resources through skills-based routing.
+|UCBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}
 |UCOverview=In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. More often, customers choose asynchronous channels, such as SMS, for the convenience it provides. Using SMS, customers can avoid calling and waiting on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. Also, because customers engage by SMS at faster rates than any other messaging channel, the organization can resolve issues more quickly.
-|UCSummary=A customer sends an SMS message to a company. The Genesys system receives the SMS message and routes it to the appropriate messaging flow for processing. The messaging flow allows customer to potentially perform a data dip that enriches the available data about the SMS conversation. Based on decisions made in the flow, the system eventually transfers that data to a queue. The system then queues the SMS message to the best available agent who has the skill set that corresponds to the skills requested in the flow. When an agent becomes available, the system routes the conversation to the agent by ACD, just like any other media type. The agent answers the message, reviews the message contents, and replies from within the Genesys Cloud interface. The agent can keep the message open and use SMS like a chat channel, or close the SMS message after replying. If the agent keeps the conversation open, the system immediately displays each customer response to the agent, using SMS messages as a chat channel. If the agent closes the conversation but the customer replies within 72 hours, the conversation reopens (after 72 hours, the system creates a new conversation) and routes to the last agent that handled the SMS. If that agent is unavailable, the system routes the message by ACD to the next available agent. After the conversation ends, it may pass to a Quality Evaluator, who scores the conversation. As part of the SMS messaging channels, supervisors can view SMS traffic in all the analytics dynamic views.
+|UCSummary=A customer sends an SMS message to a company. The Genesys system receives the SMS message and routes it to the appropriate messaging flow for processing. The messaging flow allows customer to potentially perform a data dip that enriches the available data about the SMS conversation. Based on decisions made in the flow, the system eventually transfers that data to a queue. The system then queues the SMS message to the best available agent who has the skills that correspond with the skills requested in the flow. When an agent becomes available, the system routes the conversation to the agent by ACD, just like any other media type. The agent answers the message, reviews the message contents, and replies from within the Genesys Cloud interface. The agent can keep the message open and use SMS like a chat channel, or close the SMS message after replying. If the agent keeps the conversation open, the system immediately displays each customer response to the agent, using SMS messages as a chat channel. If the agent closes the conversation but the customer replies within 72 hours, the conversation reopens (after 72 hours, the system creates a new conversation) and routes to the last agent that handled the SMS. If that agent is unavailable, the system routes the message by ACD to the next available agent. After the conversation ends, it may pass to a Quality Evaluator, who scores the conversation. As part of the SMS messaging channels, supervisors can view SMS traffic in all the analytics dynamic views.
 |PainPoints=*Increasing calls related to online service and support
 *Increasing repeat contacts
@@ Line 36: / Line 33: @@
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following flow describes the use case from the perspective of the main actors, i.e. user and contact center agent.
+|BusinessFlow=The following flow describes the use case from the perspective of the main actors, that is user and contact center agent.
 |BusinessImage=https://www.lucidchart.com/documents/edit/57ba7272-f944-4204-ad49-41200eb525a4/0
-|BusinessFlowDescription=# A customer sends an SMS to a company long code or toll-free number.
+|BusinessFlowDescription=#A customer sends an SMS to a company long code or toll-free number.
-# Genesys Cloud receives the SMS message, including the customer's phone number as metadata.
+#Genesys Cloud receives the SMS message, including the customer's phone number as metadata.
-# Genesys triggers an Architect inbound message flow for the incoming SMS message.
+#Genesys triggers an Architect inbound message flow for the incoming SMS message.
-# The Architect flow attempts to recognize the customer by performing a search in External Contacts or external data source (optional).
+#The Architect flow attempts to recognize the customer by performing a search in External Contacts or external data source (optional).
-# The inbound message flow performs routing decisions based on the data returned from External Contacts (or External Data source as an option) and also based on message content analysis and keywords
+#The inbound message flow performs routing decisions based on the data returned from External Contacts (or External Data source as an option) and also based on message content analysis and keywords
-# When an agent within the queue is available, the SMS message routes to the agent. A screen pop displays related SMS information. Relevant conversation information appears in the agent script. The agent receives full context of the SMS conversation.
+#When an agent within the queue is available, the SMS message routes to the agent. A screen pop displays related SMS information. Relevant conversation information appears in the agent script. The agent receives full context of the SMS conversation.
-# The agent reads the SMS message and determines if a reply is necessary.
+#The agent reads the SMS message and determines if a reply is necessary.
-## If reply is not necessary, the agent disconnects the SMS and assigns a wrap-up code that indicates a response is not necessary.
+##If reply is not necessary, the agent disconnects the SMS and assigns a wrap-up code that indicates a response is not necessary.
-## If a reply is necessary, the agent replies in the chat window, potentially using a standard response template.
+##If a reply is necessary, the agent replies in the chat window, potentially using a standard response template.
-## If they expect the customer to respond quickly, the agent can leave the conversation open. If not, they can close the conversation.
+##If they expect the customer to respond quickly, the agent can leave the conversation open. If not, they can close the conversation.
-# When the conversation closes, the agent sets a disposition code to mark the business outcome for reporting purposes after the interaction disconnects.
+#When the conversation closes, the agent sets a disposition code to mark the business outcome for reporting purposes after the interaction disconnects.
 }}
-|BusinessLogic=N/A
+|BusinessLogic=There is no applicable content for this section.
-|DistributionLogic=N/A
+|DistributionLogic=There is no applicable content for this section.
 |CustomerInterfaceRequirements=* Customer cellular phone that can send or receive SMS messages.
 |AgentDeskRequirements=* Standard Genesys Cloud user interface.
@@ Line 66: / Line 63: @@
 Genesys Cloud continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com.
 |HistoricalReporting=See Above.
-|GeneralAssumptions=N/A
+|DocVersion=V 1.0.0
-|CustomerAssumptions=* Customer secures and provisions a dedicated long code or text-enabled toll-free number, enabling them to send SMS messages in Genesys Cloud.
+|GeneralAssumptions=There is no applicable content for this section.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=Each Genesys DC must purchase an SMS server to serve as the reverse proxy server for cloud customers.
 }}
 }}

@@ Line 2: / Line 2: @@
 |ID=CE29
 |Title=Genesys SMS Routing
-|Offering=PureCloud
+|Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Interaction Transfers

← Older revision	Revision as of 11:31, July 15, 2020
(No difference)

@@ Line 24: / Line 24: @@
 *Customer having to call multiple times
 *Online help not providing the information customers need
 *Unable to connect to the best agent
-*Unable to provide a personalized assisted service experience
-*Increasing competitive pressure
+<br />
 |DesiredState=*Enable SMS service
 *Recognize customers