UseCases/Current/GenesysCloud/OP02 - Revision history

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

2021-11-09T21:28:29Z

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

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

2021-05-10T12:19:33Z

UCC: Updated benefits to align with calculators

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

2021-02-16T14:19:12Z

UCC: Updated benefits to align with calculators

Shlandy93 at 17:08, October 12, 2020

2020-10-12T17:08:19Z

Shlandy93 at 11:43, October 12, 2020

2020-10-12T11:43:41Z

Shlandy93 at 17:00, October 5, 2020

2020-10-05T17:00:03Z

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

2020-07-15T12:05:33Z

Text replacement - "PureCloud" to "Genesys Cloud"

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

2020-07-15T11:34:47Z

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

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/OP02 to UseCases/Current/GenesysCloud/OP02: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:59Z

WikiSysop moved page UseCases/Current/PureCloud/OP02 to UseCases/Current/GenesysCloud/OP02: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 17:00, June 5, 2020

2020-06-05T17:00:59Z

@@ Line 15: / Line 15: @@
 |UCBenefit=Improved FCR by enabling more intelligent routing.
 }}
-|UCSummary=Genesys Cloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
+|UCSummary=Genesys Cloud CX supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud CX also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
 |Description=This use case has really become table stakes for contact center installations. If customers aren't requesting these capabilities, we really should be asking why.
 |PainPoints=*Silo'ed data in the CRM

@@ Line 3: / Line 3: @@
 |Title=Genesys CRM Collaboration
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 9: / Line 11: @@
 |UCBenefitID=Reduced Handle Time
 |UCBenefit=Reduced handle times by providing critical interaction context directly to the agent desktop
 }}
 |UCSummary=Genesys Cloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
 |Description=This use case has really become table stakes for contact center installations. If customers aren't requesting these capabilities, we really should be asking why.

@@ Line 4: / Line 4: @@
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Personalize IVR experience and improve routing efficiency creating an improved overall customer experience.
 }}{{SMART Benefits

@@ Line 53: / Line 53: @@
 **https://appfoundry.genesys.com/#/filter/purecloud
 |CustomerInterfaceRequirements=Available on all interaction channels
-|AgentDeskRequirements=Use either an agent script that includes screen pop capabilities or an agent UI embedded into the CRM that includes these capabilities.
+|AgentDeskRequirements=There are two methods to deliver a screen pop, either use an agent script or agent UI embedded into the CRM.
-|RealTimeReporting=N/A
-|HistoricalReporting=N/A
+<br />
-|DocVersion=V 1.0.2
+|RealTimeReporting=There is no applicable content.
 |CustomerAssumptions=*Customer has a CRM.
 *Assumes CRM has web service endpoints to access records.
 *Assumes they are not using sensitive data to make routing decisions.
 |Video=426300472
 |RelatedDocs={{TSSection

@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
-|UCBenefit=Reduced handle times by providing critical interaction context directly to the agent screen
+|UCBenefit=Reduced handle times by providing critical interaction context directly to the agent desktop
 }}
 |UCIntro=Making routing decisions requires business logic and these details are specific to the implementation. Routing decisions and screen pops depend on the types of information stored in and retrieved from the CRM.
@@ Line 53: / Line 53: @@
 **https://appfoundry.genesys.com/#/filter/purecloud
 |CustomerInterfaceRequirements=Available on all interaction channels
-|AgentDeskRequirements=Use either an agent script that includes screen pop capabilities or an agent UI embedded into the CRM that includes screen pop capabilities.
+|AgentDeskRequirements=Use either an agent script that includes screen pop capabilities or an agent UI embedded into the CRM that includes these capabilities.
 |RealTimeReporting=N/A
 |HistoricalReporting=N/A
 |CustomerAssumptions=*Customer has a CRM.
 *Assumes CRM has web service endpoints to access records.
 *Assumes they are not using sensitive data to make routing decisions.
 |Video=426300472
 |RelatedDocs={{TSSection

@@ Line 5: / Line 5: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
-|UCBenefit=Personalize IVR experience and improve routing efficiency creating an improved overall customer experience
+|UCBenefit=Personalize IVR experience and improve routing efficiency creating an improved overall customer experience.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
 |UCBenefit=Reduced handle times by providing critical interaction context directly to the agent screen
 }}
-|UCIntro=The details of the business logic used when making routing decisions will be implementation specific. Routing decisions and screenpops will be dependent on the types of information stored in and retrieved from the CRM.
+|UCIntro=Making routing decisions requires business logic and these details are specific to the implementation. Routing decisions and screen pops depend on the types of information stored in and retrieved from the CRM.
-|UCOverview=CRMs and the contact center often coexist, serving as complimentary pieces to the customer ewxperience puzzle. The contact center can use information stored in the CRM about your customer and their prior interactions with your business to provide a more personalized, meaningful, and effective customer experience. Data enable your IVR to make the customer experience more personalized, addressing the caller by name and confirming critical information before they ever reach an agent. This data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry, selecting the appropriate skills an agent in that queue should have to properly handle this inquiry, and providing the ACD engine all the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they receive the call so they have all the necessary context they need to quickly and efficiently handle the call.
+|UCOverview=CRMs and the contact center often coexist, serving as complimentary pieces to the customer experience puzzle. The contact center can use information stored in the CRM about your customer and their prior interactions with your business to provide a more personalized, meaningful, and effective customer experience. Data enables your IVR to make the customer experience more personalized, addressing the caller by name and confirming critical information before they ever reach an agent. This data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry.   Once a queue is chosen, the system selects the appropriate skills an agent in that queue should have to properly handle this inquiry.  The system provides the ACD engine all the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they receive the call.  The agent will have all the necessary context to quickly and efficiently handle the call.
-|UCSummary=<span>All of these benefits converge to allow agents to handle more interactions quickly and to better effect. This creates a better customer experience while simultaneously saving you money.</span>
+|UCSummary=Genesys Cloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
 |Description=This use case has really become table stakes for contact center installations. If customers aren't requesting these capabilities, we really should be asking why.
 |PainPoints=*Silo'ed data in the CRM
@@ Line 22: / Line 22: @@
 * Eliminate duplicate effort by surfacing customer info directly to agents
 |BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Systems Administrator
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=Business Flow Description
 |BusinessImage=https://www.lucidchart.com/documents/edit/398f72c2-d038-4eea-9473-30090ec24a6a/0
-|BusinessFlowDescription=# Call enters the IVR.
+|BusinessFlowDescription=#Call enters the IVR.
-# Based on the customer's phone number, the data action searches for records in the CRM.
+#Based on the customer's phone number, the data action searches for records in the CRM.
-#* 2a Caller is identified. CRM record types can include contacts, accounts, cases, custom objects, etc.
+#*2a Caller is identified. CRM record types can include contacts, accounts, cases, custom objects, etc.
-#* 2b Caller is not identified. If the caller is not identified based on phone number, the customer can be prompted for other identifying information to locate the contact.
+#*2b Caller is not identified. If the caller is not identified based on phone number, the customer can be prompted for other identifying information to locate the contact.
-# Caller is addressed by name.
+#Caller is addressed by name.
-# Key information from the CRM record is used to make routing decisions and select the appropriate queue.
+#Key information from the CRM record is used to make routing decisions and select the appropriate queue.
-#* Examples: Subscription level, priority account, products purchased, and NPS.<br />
+#*Examples: Subscription level, priority account, products purchased, and NPS.<br />
-# Information from CRM record is used to set up to five skills required to handle the interaction.
+#Information from CRM record is used to set up to five skills required to handle the interaction.
-#* Examples: Language, product knowledge, and account retention specialty.
+#*Examples: Language, product knowledge, and account retention specialty.
-# Reference to the CRM record is attached to the interaction using a Set Participant Data action.
+#Reference to the CRM record is attached to the interaction using a Set Participant Data action.
-# The ACD system routes to the available agent with the designated skills in the selected queue.
+#The ACD system routes to the available agent with the designated skills in the selected queue.
-# Agent is presented with the call in a client embedded inside their CRM.
+#Agent is presented with the call in a client embedded inside their CRM.
-#* Alerting call includes information the agent needs to begin the conversation.
+#*Alerting call includes information the agent needs to begin the conversation.
-#** Examples: Queue call in on, skills on the interaction, subscription level.
+#**Examples: Queue call in on, skills on the interaction, subscription level.
-# The agent answers call using client embedded inside the CRM.
+#The agent answers call using client embedded inside the CRM.
-# The embedded client performs screenpop to the CRM record used in the IVR.
+#The embedded client performs screenpop to the CRM record used in the IVR.
 }}
-|BusinessLogic=
+|DistributionLogic=*Install the data action integration relevant to your CRM:
-|DistributionImageFlow=
+**https://help.mypurecloud.com/articles/add-a-data-actions-integration/
-|DistributionLogic=* Install the data action integration relevant to your CRM:
+*Configure and test your data actions:
-** https://help.mypurecloud.com/articles/add-a-data-actions-integration/
+**https://help.mypurecloud.com/articles/create-custom-action-integrations/
-* Configure and test your data actions:
+**https://help.mypurecloud.com/?p=141929
-** https://help.mypurecloud.com/articles/create-custom-action-integrations/
+*Add the data action to your call flow:
-** https://help.mypurecloud.com/?p=141929
+**https://help.mypurecloud.com/articles/use-data-actions-for-integrations/
-* Add the data action to your call flow:
+*Install the CRM integration from AppFoundry:
-** https://help.mypurecloud.com/articles/use-data-actions-for-integrations/
+**https://appfoundry.genesys.com/#/filter/purecloud
 |CustomerInterfaceRequirements=Available on all interaction channels
 |AgentDeskRequirements=Use either an agent script that includes screen pop capabilities or an agent UI embedded into the CRM that includes screen pop capabilities.
 |RealTimeReporting=N/A
 |HistoricalReporting=N/A
 |CustomerAssumptions=*Customer has a CRM.
 *Assumes CRM has web service endpoints to access records.
 *Assumes they are not using sensitive data to make routing decisions.
-|RequiresAll=
+|DocVersion=version 1.0.2
 |Video=426300472
 |RelatedDocs={{TSSection
@@ Line 85: / Line 66: @@
 |relatedarticles=
 }}
 }}

@@ Line 65: / Line 65: @@
 |HistoricalReporting=N/A
 |SMART_HybridAssumptions=
-|GeneralAssumptions=PureCloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. PureCloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
+|GeneralAssumptions=Genesys Cloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
 |CustomerAssumptions=*Customer has a CRM.
 *Assumes CRM has web service endpoints to access records.

← Older revision	Revision as of 11:30, July 15, 2020
(No difference)

@@ Line 64: / Line 64: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=N/A
 |GeneralAssumptions=PureCloud supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. PureCloud also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).
 |CustomerAssumptions=*Customer has a CRM.
@@ Line 76: / Line 77: @@
 |SMART_CloudAssumptions=
 |CloudAssumptionsAdditional=
 |Requires=
 |Conditions=
 |DocVersion=ver 1.0.1
 }}