UseCases/Current/GenesysEngage-onpremises/CE09 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T12:38:21Z

UCC: Removed references to Multicloud CX

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:17:33Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:06:47Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:30Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

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

2021-02-16T12:22:21Z

UCC: Updated benefits to align with calculators

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

2020-12-18T11:13:57Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE09 to UseCases/Current/GenesysEngage-onpremises/CE09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:29Z

WikiSysop moved page UseCases/Current/PureEngage/CE09 to UseCases/Current/GenesysEngage-onpremises/CE09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-07-15T11:27:54Z

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

WikiSysop: Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

2020-07-15T11:26:59Z

Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

WikiSysop: Text replacement - "Genesys PureEngage" to "PureEngage"

2020-07-15T11:19:24Z

Text replacement - "Genesys PureEngage" to "PureEngage"

@@ Line 238: / Line 238: @@
 * GUI Actions
 * Inbound SMS
-|RequiresAll=CE07
+|DocVersion=v 1.1.4
-|RequiresOr=CE01, CE01-S4B, CE02
+|GeneralAssumptions=*The payload of ID&V should include all data to be used by Personalization (such as Customer Segment).
-* The use case is supported for Premise and Platform as a Service (IVR PaaS) .
+*The use case is supported for Premise and Platform as a Service (IVR PaaS) .
-* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.
+*For IVR PaaS, Genesys Intelligent Automation is deployed on premise.
-* This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
+*This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
-* Genesys Intelligent Automation is a required sellable item for this use case.
+*Genesys Intelligent Automation is a required sellable item for this use case.
 |CustomerAssumptions=External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
-|DocVersion=v 1.1.3
+|RequiresAll=CE07
 }}

@@ Line 244: / Line 244: @@
 * The use case is supported for Premise and Platform as a Service (IVR PaaS) .
-* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Gxxx Exxx on-premises or Genesys Multicloud CX.
+* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.
 * This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
 * Genesys Intelligent Automation is a required sellable item for this use case.

@@ Line 244: / Line 244: @@
 * The use case is supported for Premise and Platform as a Service (IVR PaaS) .
-* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.
+* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Gxxx Exxx on-premises or Genesys Multicloud CX.
 * This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
 * Genesys Intelligent Automation is a required sellable item for this use case.

@@ Line 244: / Line 244: @@
 * The use case is supported for Premise and Platform as a Service (IVR PaaS) .
-* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Engage cloud. Agents can be enabled in Genesys Engage on-premises or Genesys Engage cloud.
+* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Multicloud CX. Agents can be enabled in Genesys Engage on-premises or Genesys Multicloud CX.
 * This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
 * Genesys Intelligent Automation is a required sellable item for this use case.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Interaction Abandonment
 |UCBenefit=Reduce number of callers abandoning while in queue by enabling easier to use IVR.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Personalized menus and prompts simplify the IVR, make it more effective for customers and make them feel more valued.
 }}{{SMART Benefits
@@ Line 23: / Line 16: @@
 |UCBenefit=The time required to address a customer inquiry or request is optimized.
 }}
 |UCSummary=This functional use case offers several types of personalization:
@@ Line 238: / Line 238: @@
 * GUI Actions
 * Inbound SMS
-|GeneralAssumptions=The payload of ID&V should include all data to be used by Personalization (such as Customer Segment).
+|RequiresAll=CE07
-The use case is supported for Premise and Platform as a Service (IVR PaaS) .
+* For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Engage cloud. Agents can be enabled in Genesys Engage on-premises or Genesys Engage cloud.
+* This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service.
+* Genesys Intelligent Automation is a required sellable item for this use case.
 |CustomerAssumptions=External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
 |DocVersion=v 1.1.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|ID=
+|UCOverview=IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates.
-|Title=
+IVR personalization addresses the following:
-|Offering=
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Reduced Interaction Abandonment
-|UCBenefit=Personalizing IVR experience increases self-service rates and reduces agent call volumes.
+|UCBenefit=Reduce number of callers abandoning while in queue by enabling easier to use IVR.
 }}{{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 12: / Line 16: @@
 |UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Offering the most appropriate options to each customer increases first contact resolution.
 }}
 |UCSummary=This functional use case offers several types of personalization:
@@ Line 31: / Line 33: @@
 The context to drive this personalization can be retrieved from native or from third-party data sources.
 Personalized IVR can also update customer context so that this information is available across other channels.
 |PainPoints=* Low self-service adoption
 * Unable to identify customers to provide a personalized experience
@@ Line 45: / Line 46: @@
 * See context for transfer to an agent
 * If no personalized treatments, then continue with IVR application
 |MaturityLevel=Defined
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">This use case is currently not available in Cloud.</span>
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Requires GVP and Genesys Intelligent Automation
@@ Line 212: / Line 209: @@
 ====Multiple Rules====
 Multiple rules can be added to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 252: / Line 248: @@
 |RequiresAll=CE07
 |RequiresOr=CE01, CE02, CE01-S4B
 |PremiseAssumptionsAdditional=* This use case is defined for premise based deployments using Intelligent Automation Omnichannel Self-Service
 * Genesys Intelligent Automation is a required sellable item for this use case.
 |CloudAssumptionsAdditional=This use case is currently not available in Genesys Engage cloud
 |DocVersion=v 1.1.3
 }}

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

@@ Line 248: / Line 248: @@
-For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in PureEngage Cloud. Agents can be enabled in Genesys Engage on-premises or PureEngage Cloud.
+For IVR PaaS, Genesys Intelligent Automation is deployed on premise and IVR ports are in Genesys Engage cloud. Agents can be enabled in Genesys Engage on-premises or Genesys Engage cloud.
 |CustomerAssumptions=External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
 |RequiresAll=CE07
@@ Line 258: / Line 258: @@
 * Genesys Intelligent Automation is a required sellable item for this use case.
 |SMART_CloudAssumptions=
-|CloudAssumptionsAdditional=This use case is currently not available in PureEngage Cloud
+|CloudAssumptionsAdditional=This use case is currently not available in Genesys Engage cloud
 |SMART_HybridAssumptions=
 |Requires=