UseCases/Current/GenesysEngage-cloud/SL05 - Revision history

Shlandy93: Redirected page to UseCases/Current/GenesysEngage-cloud/BO02

2020-09-21T14:31:01Z

Redirected page to UseCases/Current/GenesysEngage-cloud/BO02

Shlandy93: Replaced content with "# REDIRECT UseCases/Current/GenesysEngage-cloud/BO02"

2020-09-21T14:29:51Z

Replaced content with "# REDIRECT UseCases/Current/GenesysEngage-cloud/BO02"

Show changes

Shlandy93 at 12:16, August 11, 2020

2020-08-11T12:16:43Z

Shlandy93 at 14:58, July 16, 2020

2020-07-16T14:58:57Z

Show changes

WikiSysop: Text replacement - "PureEngage Cloud" to "Genesys Engage cloud"

2020-07-15T11:27:48Z

Text replacement - "PureEngage Cloud" to "Genesys Engage cloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngageCloud/SL05 to UseCases/Current/GenesysEngage-cloud/SL05: Text replacement - "PureEngageCloud" to "GenesysEngage-cloud"

2020-07-15T11:24:41Z

WikiSysop moved page UseCases/Current/PureEngageCloud/SL05 to UseCases/Current/GenesysEngage-cloud/SL05: Text replacement - "PureEngageCloud" to "GenesysEngage-cloud"

Shlandy93 at 12:06, April 17, 2020

2020-04-17T12:06:43Z

Shlandy93 at 12:36, March 31, 2020

2020-03-31T12:36:33Z

Shlandy93 at 11:02, March 30, 2020

2020-03-30T11:02:10Z

Shlandy93 at 11:08, March 10, 2020

2020-03-10T11:08:43Z

← Older revision		Revision as of 14:31, September 21, 2020
Line 1:		Line 1:
−	# REDIRECT [[UseCases/Current/GenesysEngage-cloud/BO02]]	+	#REDIRECT [[UseCases/Current/GenesysEngage-cloud/BO02]]

@@ Line 66: / Line 66: @@
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow='''Lead Capture (out of scope for the use case)'''
+|BusinessFlow='''(1) Lead Capture (out of scope for the use case)'''
 The logic, which triggers the creation of a lead within Genesys, depends on the website and is out of the scope of this use case. When a lead is detected logic on the company website or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram:
@@ Line 77: / Line 77: @@
 #If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the website and the lead is created in Genesys for distribution to a lead development representative.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Distribution'''
+|BusinessFlow='''(2) Business Flow - Distribution'''
 The following diagram shows the business flow of the use case:
@@ Line 94: / Line 94: @@
 #The lead development representative will handle the lead and attempt to call the lead using the provided contact data.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Lead Handling'''
+|BusinessFlow='''(3) Business Flow - Lead Handling'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0
 |BusinessFlowDescription=Business Flow - Lead Handling
@@ Line 548: / Line 548: @@
 The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day)
-|HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them.
+|RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
-For more information on the historical reporting please see the Genesys Work Distribution use case (BO02).
+Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards.
 |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system.
 *Outbound webhooks can be sent from the capture point back to the lead source system.
@@ Line 560: / Line 582: @@
 *Up to 5 departments with 10 processes each are configured as part of this use case.
 *Standard iWD Manager rules templates to be used to define all the classification and prioritization schema and the customer will be shown how to change to match their requirements.
-*Pulse and iWD Manager are used for real-time employee reporting.
+*Genesys Pulse and iWD Manager are used for real-time employee reporting.
 *iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics
 |RequiresAll=CE01, BO02
@@ Line 577: / Line 599: @@
 *#Custom attribute support during routing and reporting is NOT supported by cloud engineering and can be supported by Professional Services.
 *#Real-time and Historical report customization perfromed by customers or Professional Services is not supported by cloud engineering
 *#Manual work item monitoring and management (e.g. iWD Manager’s Global work item List) is supported by cloud engineering through the iWD REST API and through iWD Manager
 *#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours.

@@ Line 70: / Line 70: @@
 |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
 |CloudAssumptions=
-|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of PureEngage Cloud to sell
+|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell
 |PremiseAssumptions=
 |PremiseAssumptionsAdditional_Sales=

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
@@ Line 16: / Line 19: @@
 |UCBenefit=Easy access to lead context speeds up familiarisation and handle time for sales reps.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Automation of lead follow-up ensures faster responses to prospects, improving their experience.
 }}
@@ Line 49: / Line 52: @@
 '''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul>
 |UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements.
 |PainPoints=* No visibility into lead queues and backlogs
 * Employees cherry pick work
@@ Line 62: / Line 66: @@
 * Insights into workforce skills and proficiency
 |BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of PureEngage Cloud to sell
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=====Lead Capture (out of scope for the use case)====
@@ Line 523: / Line 531: @@
 ====Statistics Displayed on lead development representative Desk====
 The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day)
 |HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them.
 For more information on the historical reporting please see the Genesys Work Distribution use case (BO02).
 |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system.
 *Outbound webhooks can be sent from the capture point back to the lead source system.
@@ Line 538: / Line 548: @@
 *iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics
 |RequiresAll=CE01, BO02
 |PremiseAssumptionsAdditional=N/A
 |CloudAssumptionsAdditional=*Business Calendars will be handled in Designer
 *Customizations of the Business Process and rules is supported through Designer and iWD Manager
@@ Line 556: / Line 571: @@
 *#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours.
 *#All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media type but the infrastructure behind this capture point will only support work items or work items routed, screen popped and reported through the REST capture point.
 |DocVersion=v 1.0.1
 }}

@@ Line 65: / Line 65: @@
 |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of PureEngage Cloud to sell
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=====Lead Capture (out of scope for the use case)====

← Older revision	Revision as of 11:24, July 15, 2020
(No difference)

@@ Line 49: / Line 49: @@
 '''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul>
 |UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements.
-|PainPoints=Unable to measure and report on:
+|PainPoints=* No visibility into lead queues and backlogs
-* Work completion
+* Employees cherry pick work
-* Employee utilization
+* Leads are not handled by employees in time and may get lost
-* Hot Leads converted
+* Leads are pulled rather than pushed to employees
-* Performance of lead departments or processes
+* Unable to plan omni-channel resourcing to match peak online activity
-* Visibility into lead queues and backlog
+* Unable to measure and report on employee utilization
-* Individual leads
+|DesiredState=* Single global list of tasks (both real-time and offline)
-* Segmentation of leads
+* Real time and continuous prioritization of leads
-* Difficulty prioritizing a large arrival of leads such as leads after marketing events
+* Automation of SLA Management
-* Leads split across marketing automation, CRM, ERP, BPM, and other lead systems
+* Consolidated Employee Desktop with full context of the lead
-* Employee’s cherry-picking leads
+* Equitable distribution of leads across employee base
-* Leads are pulled rather than pushed to employees
+* Insights into workforce skills and proficiency
 |BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units
 |MaturityLevel=Defined
@@ Line 537: / Line 528: @@
 For more information on the historical reporting please see the Genesys Work Distribution use case (BO02).
-|DocVersion=v 1.0.0
+|DocVersion=v 1.0.1
 |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system.
 *Outbound webhooks can be sent from the capture point back to the lead source system.