UseCases/Current/GenesysEngage-onpremises/CE12 - Revision history

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

2021-11-09T20:29:34Z

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

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

2021-02-16T12:23:27Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:20:29Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 12:35, December 7, 2020

2020-12-07T12:35:21Z

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

2020-12-01T13:49:11Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE12 to UseCases/Current/GenesysEngage-onpremises/CE12: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:09Z

WikiSysop moved page UseCases/Current/PureEngage/CE12 to UseCases/Current/GenesysEngage-onpremises/CE12: 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"

Shlandy93 at 11:41, April 16, 2020

2020-04-16T11:41:12Z

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

2020-01-20T21:39:47Z

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

Shlandy93 at 09:05, June 11, 2019

2019-06-11T09:05:20Z

@@ Line 80: / Line 80: @@
 |SellableItems=CIM, CIM (HA), Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, Genesys SMS, Genesys Content Analyzer, Outbound, Proactive Contact, Genesys Outbound Preview
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-* Use case applicable to Genesys Engage cloud and Standalone Cloud
+* Use case applicable to Genesys Multicloud CX and Standalone Cloud
 * English-only user interface
 * Customer cannot use third-party SMS aggregator.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve NPS by proactively notifying customers through SMS.
 }}{{SMART Benefits
@@ Line 14: / Line 13: @@
 |UCBenefit=Reduce agent-assisted outbound calls by automatically sending communications through SMS.
 }}
 |UCSummary=This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 112: / Line 112: @@
 Reporting is very limited and it is not available in GI2 and GCXI.
-|GeneralAssumptions=N/A
+|GeneralAssumptions=* The default SMS gateway for sending/receiving SMS messages is the Genesys SMS Aggregation Service. Integration with a third-party SMS aggregation service is a custom implementation for which the customer is responsible.
 |CustomerAssumptions=*Customer will provide Genesys with the contact list from their own CRM, marketing, or collections database.
 *Compliance is handled by the customer: the customer has a plan for securing express consent from customers (when required) before sending SMS messages, maintains an auditable list, and honors opt-out requests. The contact lists loaded into Genesys contain only customers to whom an SMS message can be sent according to local compliance rules.
@@ Line 120: / Line 126: @@
 *MMS is not included in the scope of this use case.
 *SMS throughput is limited to 1 message per second per server when dealing with long-codes.
 |CloudAssumptionsAdditional=N/A
 |DocVersion=v 1.2.5
 }}

@@ Line 11: / Line 11: @@
 |UCBenefit=Decrease inbound interactions by proactively sending communications through SMS.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Reduce agent-assisted outbound calls by automatically sending communications through SMS.
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improve NPS by proactively notifying customers through SMS.
 }}{{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Improved Conversion Rates
-|UCBenefit=Increase revenue through improved resolution of business outcomes.
+|UCBenefit=Conversion rates, close rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
@@ Line 13: / Line 14: @@
 |UCBenefit=Reduce agent-assisted outbound calls by automatically sending communications through SMS.
 }}
 |UCSummary=This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 112: / Line 112: @@
 Reporting is very limited and it is not available in GI2 and GCXI.
 |GeneralAssumptions=N/A
 |CustomerAssumptions=*Customer will provide Genesys with the contact list from their own CRM, marketing, or collections database.
@@ Line 137: / Line 136: @@
 }}
 |CloudAssumptionsAdditional=N/A
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 10: / Line 7: @@
 |UCBenefit=Increase revenue through improved resolution of business outcomes.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Customer Churn
+|UCBenefitID=Reduced Volume of Interactions
-|UCBenefit=Reduce churn and improve loyalty by addressing common pain points and frustrations that affect revenue streams.
+|UCBenefit=Decrease inbound interactions by proactively sending communications through SMS.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Overtime Costs
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Reduce agent-assisted outbound calls by automatically sending communications through SMS.
 }}
 |UCOverview=Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case describes the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists.
 |UCSummary=This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 78: / Line 71: @@
 *Loyalty program activity
 {{!}}}
 |PainPoints=* Unable to keep customers informed about their accounts and the products and services they use
 * Can’t engage with customers over their preferred channels
@@ Line 85: / Line 77: @@
 * Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
 * Reduce outreach costs by leveraging less expensive text messaging versus agent calls
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, Genesys SMS, Genesys Content Analyzer, Outbound, Proactive Contact, Genesys Outbound Preview
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Use case applicable to Genesys Engage cloud and Standalone Cloud
@@ Line 95: / Line 84: @@
 * Customer cannot use third-party SMS aggregator.
 * MMS is not supported in this Use Case.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * MMS is not included in the scope of this Use Case.
@@ Line 101: / Line 89: @@
 |BusinessFlow=The following diagram shows the main flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/47406aed-4c9d-4261-930c-3f716a704db5
-|BusinessFlowDescription=# An Admin (or Genesys PS) configures the campaign and interaction strategy in the Genesys System. The organization prepares a contact list for the campaign.
+|BusinessFlowDescription=#An Admin (or Genesys PS) configures the campaign and interaction strategy in the Genesys System. The organization prepares a contact list for the campaign.
-# The campaign begins contacting consumers based on the campaign strategy set in the previous step.
+#The campaign begins contacting consumers based on the campaign strategy set in the previous step.
-# The Genesys system checks each contact/record against the Do Not Call list to filter out consumers who should not be contacted.
+#The Genesys system checks each contact/record against the Do Not Call list to filter out consumers who should not be contacted.
-#: 3a. All records flagged with DNC are not sent.
+#:3a. All records flagged with DNC are not sent.
-#: 3b. Genesys compiles the SMS text from a template using fields provided with the contact list for personalization. Best practice recommends adhering to character limits, though the Genesys aggregation platform supports concatenation for messages exceeding in-country limits (for example, the maximum size in the U.S. is 160 characters).
+#:3b. Genesys compiles the SMS text from a template using fields provided with the contact list for personalization. Best practice recommends adhering to character limits, though the Genesys aggregation platform supports concatenation for messages exceeding in-country limits (for example, the maximum size in the U.S. is 160 characters).
-#: 3c. Genesys system updates contact/record result, which is recorded in the contact list.
+#:3c. Genesys system updates contact/record result, which is recorded in the contact list.
-#: 3d. The customer receives the message.
+#:3d. The customer receives the message.
 }}
 |BusinessLogic====Contact Records===
@@ Line 115: / Line 103: @@
 ===Text Message Content Template===
 One template is used for compiling the SMS message. The wording of the SMS message can be personalized using calling list data.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 125: / Line 112: @@
 Reporting is very limited and it is not available in GI2 and GCXI.
 |GeneralAssumptions=N/A
-|CustomerAssumptions=* Customer will provide Genesys with the contact list from their own CRM, marketing, or collections database.
+|CustomerAssumptions=*Customer will provide Genesys with the contact list from their own CRM, marketing, or collections database.
-* Compliance is handled by the customer: the customer has a plan for securing express consent from customers (when required) before sending SMS messages, maintains an auditable list, and honors opt-out requests. The contact lists loaded into Genesys contain only customers to whom an SMS message can be sent according to local compliance rules.
+*Compliance is handled by the customer: the customer has a plan for securing express consent from customers (when required) before sending SMS messages, maintains an auditable list, and honors opt-out requests. The contact lists loaded into Genesys contain only customers to whom an SMS message can be sent according to local compliance rules.
-* The outbound solution can be configured based on the customer's understanding and direction of compliance with local outbound calling regulations at the site of the installation. The customer is responsible for compliance with laws and regulations with respect to outbound calling and automatic dialing. It is recommended that the customer's legal department confirm that the organization is in full compliance with these regulations.
+*The outbound solution can be configured based on the customer's understanding and direction of compliance with local outbound calling regulations at the site of the installation. The customer is responsible for compliance with laws and regulations with respect to outbound calling and automatic dialing. It is recommended that the customer's legal department confirm that the organization is in full compliance with these regulations.
-* SMS message content supports a single language only (Latin-based, no double-byte characters).
+*SMS message content supports a single language only (Latin-based, no double-byte characters).
-* The sender number (dedicated short code, long code, alpha sender ID, or text-enabled toll-free number) is provisioned on the Genesys system. Genesys can provision this for the customer for a fee.
+*The sender number (dedicated short code, long code, alpha sender ID, or text-enabled toll-free number) is provisioned on the Genesys system. Genesys can provision this for the customer for a fee.
-* MMS is not included in the scope of this use case.
+*MMS is not included in the scope of this use case.
-* SMS throughput is limited to 1 message per second per server when dealing with long-codes.
+*SMS throughput is limited to 1 message per second per server when dealing with long-codes.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=The default SMS gateway for sending/receiving SMS messages is the Genesys SMS Aggregation Service. Integration with a third-party SMS aggregation service is a custom implementation for which the customer is responsible.
@@ Line 152: / Line 136: @@
 |Premise_Assumption=Opt Out/Opt In is not part of the use case, but is a regulatory requirement to be handled by the customer.
 }}
 |CloudAssumptionsAdditional=N/A
 }}

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

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improve NPS by proactively notifying customers through SMS.
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Decrease inbound interactions by proactively sending communications through SMS.
 }}
 |UCOverview=Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case describes the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists.
 |UCSummary=This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 28: / Line 32: @@
 {{!}}-
 {{!}} style="width: 184px;" data-mce-style="width: 184px;"{{!}}
-* New customer engagement
+*New customer engagement
-* Replenish prepaid card reminders
+*Replenish prepaid card reminders
-* Payment reminders
+*Payment reminders
-* Fraud alerts
+*Fraud alerts
 {{!}} style="width: 199px;" data-mce-style="width: 199px;"{{!}}
-* Going over plan alerts
+*Going over plan alerts
-* Payment reminders
+*Payment reminders
-* Upgrade eligibility
+*Upgrade eligibility
-* Customer win back
+*Customer win back
 {{!}} style="width: 184px;" data-mce-style="width: 184px;"{{!}}
-* Appointment reminders
+*Appointment reminders
-* Wellness updates
+*Wellness updates
-* Refill prescriptions
+*Refill prescriptions
-* Claim status updates
+*Claim status updates
 {{!}} style="width: 191px;" data-mce-style="width: 191px;"{{!}}
-* Service call confirmation
+*Service call confirmation
-* Planned downtime
+*Planned downtime
-* Outage status
+*Outage status
-* Payment reminders
+*Payment reminders
 {{!}}-
 ! style="width: 184px;" data-mce-style="width: 184px;"{{!}}Retail
@@ Line 54: / Line 58: @@
 {{!}}-
 {{!}} style="width: 184px;" data-mce-style="width: 184px;"{{!}}
-* Sales alerts
+*Sales alerts
-* Order confirmations
+*Order confirmations
-* Product recalls
+*Product recalls
-* Loyalty program activity
+*Loyalty program activity
 {{!}} style="width: 199px;" data-mce-style="width: 199px;"{{!}}
-* Quote follow-up
+*Quote follow-up
-* Payment reminders
+*Payment reminders
-* Claims status updates
+*Claims status updates
-* Renewal notice
+*Renewal notice
 {{!}} style="width: 184px;" data-mce-style="width: 184px;"{{!}}
-* Payment reminders
+*Payment reminders
-* Late payment alters
+*Late payment alters
-* Payment confirmations
+*Payment confirmations
 {{!}} style="width: 191px;" data-mce-style="width: 191px;"{{!}}
-* Booking confirmation
+*Booking confirmation
-* Upselling service
+*Upselling service
-* Payment reminders
+*Payment reminders
-* Travel updates
+*Travel updates
-* Loyalty program activity
+*Loyalty program activity
 {{!}}}
 |PainPoints=* Unable to keep customers informed about their accounts and the products and services they use
 * Can’t engage with customers over their preferred channels
@@ Line 80: / Line 85: @@
 * Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
 * Reduce outreach costs by leveraging less expensive text messaging versus agent calls
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, Genesys SMS, Genesys Content Analyzer, Outbound, Proactive Contact, Genesys Outbound Preview
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Use case applicable to PureEngage Cloud and Standalone Cloud
@@ Line 87: / Line 95: @@
 * Customer cannot use third-party SMS aggregator.
 * MMS is not supported in this Use Case.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * MMS is not included in the scope of this Use Case.
@@ Line 106: / Line 115: @@
 ===Text Message Content Template===
 One template is used for compiling the SMS message. The wording of the SMS message can be personalized using calling list data.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 115: / Line 125: @@
 Reporting is very limited and it is not available in GI2 and GCXI.
 |GeneralAssumptions=N/A
 |CustomerAssumptions=* Customer will provide Genesys with the contact list from their own CRM, marketing, or collections database.
@@ Line 124: / Line 133: @@
 * MMS is not included in the scope of this use case.
 * SMS throughput is limited to 1 message per second per server when dealing with long-codes.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=The default SMS gateway for sending/receiving SMS messages is the Genesys SMS Aggregation Service. Integration with a third-party SMS aggregation service is a custom implementation for which the customer is responsible.
@@ Line 139: / Line 152: @@
 |Premise_Assumption=Opt Out/Opt In is not part of the use case, but is a regulatory requirement to be handled by the customer.
 }}
 |CloudAssumptionsAdditional=N/A
 }}

@@ Line 16: / Line 16: @@
 |UCBenefit=Decrease inbound interactions by proactively sending communications through SMS.
 }}
-|UCOverview=Consumers want businesses to send them proactive notifications when that information is personalized, timely and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case describes the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists.
+|UCOverview=Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case describes the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists.
 |UCSummary=This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports.
@@ Line 116: / Line 116: @@
 Reporting is very limited and it is not available in GI2 and GCXI.
 |SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=v 1.2.3
+|Hybrid_Assumption=v 1.2.4
 }}
 |GeneralAssumptions=N/A