UseCases/Current/GenesysEngage-onpremises/CE10 - Revision history

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

2021-02-16T12:22:58Z

UCC: Updated benefits to align with calculators

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

2020-12-18T11:24:27Z

UCC: Updated benefits to align with calculators

Shlandy93 at 10:07, September 30, 2020

2020-09-30T10:07:30Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE10 to UseCases/Current/GenesysEngage-onpremises/CE10: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:22Z

WikiSysop moved page UseCases/Current/PureEngage/CE10 to UseCases/Current/GenesysEngage-onpremises/CE10: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 11:37, April 16, 2020

2020-04-16T11:37:36Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T20:45:28Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Cboring at 15:20, May 31, 2019

2019-05-31T15:20:48Z

Cboring: UCC: This version 1.1.3 incorporates GIA reporting updates per Jonathan McKenzie. Also incorporated feedback from Tommy Minta and removed inline commentary.

2019-05-31T15:17:24Z

UCC: This version 1.1.3 incorporates GIA reporting updates per Jonathan McKenzie. Also incorporated feedback from Tommy Minta and removed inline commentary.

Bgrenon: 1 revision imported

2019-04-24T12:23:54Z

1 revision imported

Shlandy93: Published

2019-04-24T12:23:54Z

Published

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Customers can complete tasks such as address change or email entry through a visual interface that would be difficult or impossible to do through IVR alone.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Customer frustration with speech or touchtone entry of complex information such as addresses or letter &amp; number combinations is reduced.
 }}{{SMART Benefits
@@ Line 18: / Line 13: @@
 |UCBenefit=Capturing complex information visually will reduce IVR dropouts and increase self-service.
 }}
 |UCSummary=The customer can choose a voice or visual channel to navigate the call, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.
@@ Line 90: / Line 90: @@
 * GUI Actions
 * Inbound SMS
 |GeneralAssumptions=*The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
 *Genesys Visual IVR must be selected.
@@ Line 104: / Line 105: @@
 **Spanish (Mexican)
 **German
 |CustomerAssumptions=*Customer provides standards-based XML/HTTP web services to support integration to backend systems.
 *Customer provides an XML/HTTP web service to support access to an SMS gateway.
 *Customer is responsible for the setup and charges relating to the SMS account.
 |DocVersion=v 1.1.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
@@ Line 9: / Line 14: @@
 |UCBenefitID=Reduced IT Operational Costs
 |UCBenefit=Single platform for design of multi-modal experiences reduces development and deployment costs.
 }}
 |UCSummary=The customer can choose a voice or visual channel to navigate the call, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.
@@ Line 87: / Line 90: @@
 * GUI Actions
 * Inbound SMS
 |GeneralAssumptions=*The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
 *Genesys Visual IVR must be selected.
@@ Line 109: / Line 111: @@
 *XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
 |CloudAssumptionsAdditional=This use case is not available in the cloud
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
@@ Line 13: / Line 10: @@
 |UCBenefit=Single platform for design of multi-modal experiences reduces development and deployment costs.
 }}
 |UCOverview=Voice self-service interactions have limitations, especially when it comes to handling multi-step tasks or complex inputs such as alphanumeric characters or email addresses. With the adoption of smartphones, we now have the ability to present callers a visual means to complete their task or complement their voice interaction.The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business.
@@ Line 24: / Line 20: @@
 During the visual interaction, the IVR actively disables the voice input to avoid background noise interfering on the voice channel.
 |PainPoints=* Increasing pressure from competitors to provide better CX
 * Technology siloes create a disconnected customer experience
@@ Line 33: / Line 28: @@
 * If accepted, the caller can self-serve and move to the next step in the dialog (Voice or Visual)
 * If the customer does not accept, they may continue with voice only
 |MaturityLevel=Differentiated
 |SellableItems=CIM, CIM HA (Optional), Genesys Intelligent Automation Omnichannel Self-Service, Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional), Genesys Voice Platform (incl add'l capability), Genesys Voice Platform (incl add'l capability) - HA (Optional), AIModule for ASR (Optional), AIModule for ASR - HA (Optional), AIModule for TTS (Optional), AIModule for TTS - HA (Optional), Genesys Infomart (Optional), Genesys Infomart - HA (Optional), Genesys Interactive Insights (Optional), SIP Interaction, SIP Interaction - HA (Optional), SIP Business Continuity (Optional), Interaction Workspace (Optional)
 |CloudAssumptionsAdditional_Sales=* This use case is not available in the Cloud
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Requires Genesys Intelligent Automation
@@ Line 63: / Line 54: @@
 ===Voice prompts and input options===
 All voice prompts and menu options within this flow can be flexibly changed by the customer.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=The visual interaction is displayed in a mobile web browser. Adjustments to a CSS within Genesys Intelligent Automation can fulfill company style guide requirements.
@@ Line 97: / Line 87: @@
 * GUI Actions
 * Inbound SMS
-|GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
+|DocVersion=v 1.1.3
-* Genesys Visual IVR must be selected.
+|GeneralAssumptions=*The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
-* The Visual IVR application is designed within Genesys Intelligent Automation.
+*Genesys Visual IVR must be selected.
-* The company has a database that can be used to complete self-service interactions.
+*The Visual IVR application is designed within Genesys Intelligent Automation.
-* A Genesys Intelligent Automation Load Balancer and/or customers must route requests to the Visual IVR.
+*The company has a database that can be used to complete self-service interactions.
-* Implementation of third-party natural language understanding (NLU) engine is out of scope.
+*A Genesys Intelligent Automation Load Balancer and/or customers must route requests to the Visual IVR.
-* MicroApps are to be chosen from the MicroApp catalogue.
+*Implementation of third-party natural language understanding (NLU) engine is out of scope.
-* ORS is required.
+*MicroApps are to be chosen from the MicroApp catalogue.
-* MicroApps can support UTF-8 languages.
+*ORS is required.
-* The Genesys Intelligent Automation Control Center required to configure the IVR application and Visual IVR is currently localized to support the following languages:
+*MicroApps can support UTF-8 languages.
-** English (United Kingdom)
+*The Genesys Intelligent Automation Control Center required to configure the IVR application and Visual IVR is currently localized to support the following languages:
-** French
+**English (United Kingdom)
-** Spanish (Mexican)
+**French
-** German
+**Spanish (Mexican)
-|CustomerAssumptions=* Customer provides standards-based XML/HTTP web services to support integration to backend systems.
+**German
-* Customer provides an XML/HTTP web service to support access to an SMS gateway.
+|CustomerAssumptions=*Customer provides standards-based XML/HTTP web services to support integration to backend systems.
-* Customer is responsible for the setup and charges relating to the SMS account.
+*Customer provides an XML/HTTP web service to support access to an SMS gateway.
-|RequiresAll=
+*Customer is responsible for the setup and charges relating to the SMS account.
-|RequiresOr=
+|Optional=CE07, CE08, CE09
-|Optional=CE07, CE08, CE09, CE32
+|PremiseAssumptionsAdditional=*Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation,
-|Exceptions=
+*XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
 |CloudAssumptionsAdditional=This use case is not available in the cloud
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Customers can complete tasks such as address change or email entry through a visual interface that would be difficult or impossible to do through IVR alone.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Customer frustration with speech or touchtone entry of complex information such as addresses or letter &amp; number combinations is reduced.
 }}{{SMART Benefits
@@ Line 10: / Line 13: @@
 |UCBenefit=Single platform for design of multi-modal experiences reduces development and deployment costs.
 }}
 |UCOverview=Voice self-service interactions have limitations, especially when it comes to handling multi-step tasks or complex inputs such as alphanumeric characters or email addresses. With the adoption of smartphones, we now have the ability to present callers a visual means to complete their task or complement their voice interaction.The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business.
 * Increased self-service and reduction of handle time by giving the caller the ability to complete tasks on a visual User Interface rather than transfer to an agent (mixing of visual and voice for information that is difficult to capture on voice, such as address, postal code, email address, or tracking number)
-* Improved NPS by providing a more efficient and shorter interaction with the customer
+*Increased self-service and reduction of handle time by giving the caller the ability to complete tasks on a visual User Interface rather than transfer to an agent (mixing of visual and voice for information that is difficult to capture on voice, such as address, postal code, email address, or tracking number)
-* Lower total cost of ownership by designing the customer experience once and deploying across the voice and visual channels
+*Improved NPS by providing a more efficient and shorter interaction with the customer
 |UCSummary=The customer can choose a voice or visual channel to navigate the call, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.
@@ Line 19: / Line 24: @@
 During the visual interaction, the IVR actively disables the voice input to avoid background noise interfering on the voice channel.
 |PainPoints=* Increasing pressure from competitors to provide better CX
 * Technology siloes create a disconnected customer experience
@@ Line 27: / Line 33: @@
 * If accepted, the caller can self-serve and move to the next step in the dialog (Voice or Visual)
 * If the customer does not accept, they may continue with voice only
 |MaturityLevel=Differentiated
 |SellableItems=CIM, CIM HA (Optional), Genesys Intelligent Automation Omnichannel Self-Service, Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional), Genesys Voice Platform (incl add'l capability), Genesys Voice Platform (incl add'l capability) - HA (Optional), AIModule for ASR (Optional), AIModule for ASR - HA (Optional), AIModule for TTS (Optional), AIModule for TTS - HA (Optional), Genesys Infomart (Optional), Genesys Infomart - HA (Optional), Genesys Interactive Insights (Optional), SIP Interaction, SIP Interaction - HA (Optional), SIP Business Continuity (Optional), Interaction Workspace (Optional)
 |CloudAssumptionsAdditional_Sales=* This use case is not available in the Cloud
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Requires Genesys Intelligent Automation
@@ Line 46: / Line 56: @@
 # Genesys displays visual flow while the voice channel helps the caller. During the Visual Interaction phase, the IVR actively disables caller voice input.
 # The customer completes the task on the visual user interface and selects the next option, potentially repeating the previous step.
-#  Once the customer completes the visual IVR task, a regular voice-only IVR may resume the application. For example, once an address change is completed visually, the call might not end and continue via other self-service application and/or escalate to an agent.
+# The customer completes all of their tasks and opts to leave the self-service. Once the customer completes the visual IVR task, a regular voice-only IVR may resume the application. For example, once an address change is completed visually, the call might not end and continue via other self-service application and/or escalate to an agent.
 # Genesys ends the session.
 }}
@@ Line 53: / Line 63: @@
 ===Voice prompts and input options===
 All voice prompts and menu options within this flow can be flexibly changed by the customer.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=The visual interaction is displayed in a mobile web browser. Adjustments to a CSS within Genesys Intelligent Automation can fulfill company style guide requirements.
@@ Line 86: / Line 97: @@
 * GUI Actions
 * Inbound SMS
 |GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
 * Genesys Visual IVR must be selected.
@@ Line 104: / Line 114: @@
 * Customer provides an XML/HTTP web service to support access to an SMS gateway.
 * Customer is responsible for the setup and charges relating to the SMS account.
 |Optional=CE07, CE08, CE09, CE32
 |PremiseAssumptionsAdditional=* Secure passing of context from IVR to Visual channel requires Genesys Intelligent Automation,
 * XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
 |CloudAssumptionsAdditional=This use case is not available in the cloud
 }}

@@ Line 86: / Line 86: @@
 * GUI Actions
 * Inbound SMS
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.1.3
 |GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
 * Genesys Visual IVR must be selected.

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

@@ Line 14: / Line 14: @@
 * Improved NPS by providing a more efficient and shorter interaction with the customer
 * Lower total cost of ownership by designing the customer experience once and deploying across the voice and visual channels
-|UCSummary=The customer can choose a voice or visual channel to navigate the call <meta charset="utf-8"><span style="color: rgb(0, 0, 255);" data-mce-style="color: #0000ff;">[TM: This statement doesn't really make sense to me, since once a multi-modal session is active, the voice input is disabled, as stated in the last sentence of this section.]</span>, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.
+|UCSummary=, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface.
 The Visual IVR can present menus, messages, and self-service tasks. Context is maintained between voice and visual channels. This is ideal when a customer must enter a complex input or view a complex output. Effectively the voice channel is not convenient for capturing complex information, such as addresses, postal codes, email addresses, or alphanumeric tracking numbers. The Visual IVR ensures accurate, first-time resolution, avoiding customer frustration or escalations.
@@ Line 39: / Line 39: @@
 |BusinessFlowDescription=# A customer calls one of the company’s service lines.
 # The IVR application answers the call.
-# <meta charset="utf-8">If complex input/output is required, the IVR application offers a Visual IVR to the customer. Genesys offers the visual option (through a voice announcement) to the caller and asks if they would like to proceed. The voice announcement also informs the caller that a smart phone is required.
+# If complex input/output is required, the IVR application offers a Visual IVR to the customer. Genesys offers the visual option (through a voice announcement) to the caller and asks if they would like to proceed. The voice announcement also informs the caller that a smart phone is required.
 # Callers who do not want to proceed with the visual option can continue with the voice-only IVR.
-# One of the following:<meta charset="utf-8"><span style="color: rgb(0, 0, 255);" data-mce-style="color: #0000ff;">[TM: I don't think this should say "One of the following." Both of the bullets below are sub-steps and both of them need to be carried out in order...not a choice between the two]</span>
+# Genesys asks if customer wants to proceed with visual interaction
 #* If the caller accepts and provides their phone number (as needed), Genesys sends the caller an SMS with a hyperlink to initiate the visual interaction. The voice channel remains active.
 #* If the caller clicks on the link in the SMS, the visual interaction on the caller’s mobile web browser is started in parallel to the voice channel. Context can be passed from the voice channel to the visual channel.
 # Genesys displays visual flow while the voice channel helps the caller. During the Visual Interaction phase, the IVR actively disables caller voice input.
-# The customer completes the task<meta charset="utf-8"><span>on the visual user interface</span> and selects the next option, potentially repeating the previous step.
+# The customer completes the task on the visual user interface and selects the next option, potentially repeating the previous step.
-# The customer completes all of their tasks and opts to leave the self-service.<meta charset="utf-8"><span style="color: rgb(0, 0, 255);" data-mce-style="color: #0000ff;">[TM: Should we include that once the customer completes the Visual IVR task, a regular Voice-only IVR could resume application? As an example, once an address change is completed visually, the call might not end right away, but we might complete other self-service via voice/DTMF input in a standard IVR application and/or escalate to an agent, rather than just ending the call.]</span>
+#  Once the customer completes the visual IVR task, a regular voice-only IVR may resume the application. For example, once an address change is completed visually, the call might not end and continue via other self-service application and/or escalate to an agent.
 # Genesys ends the session.
 }}
@@ Line 61: / Line 61: @@
 |AgentDeskRequirements=N/A
 |RealTimeReporting=Real-time reporting is not supported for Visual IVR.
-|HistoricalReporting=Reports included with this use case cover:
+|HistoricalReporting=Intelligent Automation offers a suite of internal reports details below:
-* Offered vs. accepted visual interactions
-* Tasks and milestones of visual interactions
+'''Dashboard'''
-* Time spent in IVR and visual IVR tasks/milestones
+* Application Overview
 |GeneralAssumptions=* The questions in the IVR application used to invoke a visual IVR are asked within Genesys Intelligent Automation.
 * Genesys Visual IVR must be selected.
@@ Line 86: / Line 110: @@
 * XML/HTTP(S) interface should be provided by customer for backend look ups and access to an SMS Gateway
 |CloudAssumptionsAdditional=This use case is not available in the cloud
 }}

← Older revision	Revision as of 12:23, April 24, 2019
(No difference)