UseCases/Current/GenesysEngage-onpremises/CE21 - Revision history

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

2021-11-09T20:31:57Z

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

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

2021-02-16T12:26:12Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 14:14, December 1, 2020

2020-12-01T14:14:41Z

Shlandy93 at 10:35, August 12, 2020

2020-08-12T10:35:13Z

Shlandy93 at 17:26, August 10, 2020

2020-08-10T17:26:53Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE21 to UseCases/Current/GenesysEngage-onpremises/CE21: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:30Z

WikiSysop moved page UseCases/Current/PureEngage/CE21 to UseCases/Current/GenesysEngage-onpremises/CE21: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-07-15T11:27:53Z

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

Shlandy93 at 18:39, July 14, 2020

2020-07-14T18:39:57Z

Shlandy93 at 13:44, April 16, 2020

2020-04-16T13:44:44Z

Shlandy93 at 16:23, March 16, 2020

2020-03-16T16:23:25Z

@@ Line 42: / Line 42: @@
 |SellableItems=Genesys Mobile Engagement, CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), GVP (optional for DNIS but required for Access Code callback configuration), GVP HA (optional), SIP Business Continuity (Optional), ASR and TTS (Optional), GAAP (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-* Mobile application not supported in Genesys Engage cloud
+* Mobile application not supported in Genesys Multicloud CX
 * Genesys Widgets framework not supported
 * All inbound voice calls are routed via Genesys

@@ Line 7: / Line 7: @@
 |UCBenefit=Direct  interactions to revenue-generating activities.  Context from website visits is used to prioritize sales-related calls and route them to the reps best suited to handling them.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Provide a more customer-friendly experience that requires less effort. Hot prospects can bypass IVR menus to be routed directly to the best-fit sales reps, who can use the context of website visits to provide a better customer experience.
 }}{{SMART Benefits
@@ Line 126: / Line 126: @@
 Use '''Callback Detail Report''' for <span>detailed information about callbacks that were processed by the contact center, allowing you to analyze callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions=This use case makes the following assumptions:
-*The customer is responsible for all aspects of the website or mobile app, including development of the logic and the integration with Genesys.
+* All inbound voice calls are routed via Genesys.
 *Pulse is used for real-time reporting.
 *Genesys Infomart and Interactive Insights are used for historical reporting.
@@ Line 136: / Line 143: @@
 *Customers need to update/provide scripting to make REST calls into GMS through the web page associated with click-to-call feature.
 ===Mobile App-Specific===
 The customer is responsible for:
@@ Line 142: / Line 150: @@
 *Securing a subscription to the Google API, which is necessary for Google to support every agent getting a screen pop with a Google Map in this way.
 *Supplying the push provider configuration as well as Apple Push Notification Service (APNS) and Google's Firebase Cloud Messaging (FCM) certificates and credentials for push notifications.
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|DocVersion=ver 1.1.2
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
 |UCBenefit=Customers experience reduced handle time through callback as agents receive associated interaction context. Context from website visits reduces handle time for employees and allows them to focus attention on the prospect.
@@ Line 129: / Line 126: @@
 Use '''Callback Detail Report''' for <span>detailed information about callbacks that were processed by the contact center, allowing you to analyze callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions=This use case makes the following assumptions:
 ===Customer assumptions===
@@ Line 152: / Line 150: @@
 |Cloud_Assumption=This use case is not supported in Genesys Engage cloud.
 }}
 }}

@@ Line 54: / Line 54: @@
 * Workspace Desktop Edition or Workspace Web Edition are used as the agent desktop
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.
+|BusinessFlow='''(1) Business Flow - Website'''
-'''(1) Business Flow - Website'''
+The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.
 |BusinessImage=https://www.lucidchart.com/documents/edit/67d7a978-b578-4226-8aaf-bdf15735ad91/0
 |BusinessFlowDescription=#A customer is browsing the company's website or mobile site and requires help. The customer decides to call the contact center and clicks the “ClickToCall” button. Optionally, the customer can click a Channel Selector Widget that shows available channels. If Estimated Wait Time is above the configurable threshold, the ClickToCall button is not accessible.

@@ Line 55: / Line 55: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.
 '''Business Flow - Website'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/67d7a978-b578-4226-8aaf-bdf15735ad91/0
 |BusinessFlowDescription=#A customer is browsing the company's website or mobile site and requires help. The customer decides to call the contact center and clicks the “ClickToCall” button. Optionally, the customer can click a Channel Selector Widget that shows available channels. If Estimated Wait Time is above the configurable threshold, the ClickToCall button is not accessible.
@@ Line 69: / Line 70: @@
 #*After the call is finished, the agent sets a disposition code to record the call outcome for reporting purposes.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow – Mobile App'''
+|BusinessFlow='''(2) Business Flow – Mobile App'''
 This flow assumes that the user has activated geo-location and push notifications on his smartphone for the company’s app.

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

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Brand Perception
@@ Line 19: / Line 16: @@
 |UCBenefit=Connect the customer to the best-skilled agent to improve first contact resolution.
 }}
 |UCOverview=Customers or prospects often begin their customer service or sales journey on a company's website before placing a call. By presenting each website visitor with a dynamically-generated phone number and optionally an access code, you can use contextual information from the website visit such as the current web page, cookies, and/or customer information for routing and reporting purposes, and make it available to the employee who handles the call.
@@ Line 46: / Line 42: @@
 |MaturityLevel=Defined
 |SellableItems=Genesys Mobile Engagement, CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), GVP (optional for DNIS but required for Access Code callback configuration), GVP HA (optional), SIP Business Continuity (Optional), ASR and TTS (Optional), GAAP (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Mobile application not supported in PureEngage Cloud
@@ Line 56: / Line 49: @@
 * All inbound voice calls are routed via Genesys
 * Workspace Web Edition is used as the agent desktop
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Genesys Widgets framework not supported
@@ Line 77: / Line 69: @@
 #*After the call is finished, the agent sets a disposition code to record the call outcome for reporting purposes.
 }}{{SMART BusinessImageFlow
-|BusinessFlow====Business Flow – Mobile App===
+|BusinessFlow='''Business Flow – Mobile App'''
 This flow assumes that the user has activated geo-location and push notifications on his smartphone for the company’s app.
 |BusinessImage=https://www.lucidchart.com/documents/edit/2c69cec0-1dd1-47bc-bd97-b0cbdc4df71a/0
@@ Line 97: / Line 90: @@
 Different priorities can be assigned for different subjects. Three priority values are defined per subject based on the status of the call (Initial, Overflow, or RONA).
 |DistributionLogic=The following lists the minimum requirements for distributing a call generated from the website to agents:
@@ Line 149: / Line 141: @@
 *Securing a subscription to the Google API, which is necessary for Google to support every agent getting a screen pop with a Google Map in this way.
 *Supplying the push provider configuration as well as Apple Push Notification Service (APNS) and Google's Firebase Cloud Messaging (FCM) certificates and credentials for push notifications.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=All inbound voice calls are routed via Genesys.
@@ Line 159: / Line 146: @@
 |Premise_Assumption=Workspace Desktop Edition or Workspace Web Edition are used as the agent desktop.
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not supported in PureEngage Cloud.
 }}
 |DocVersion=ver 1.1.1
 }}

@@ Line 22: / Line 22: @@
 This use case enables a company to offer its customers a specific phone number to call, which provides routing to the best agent based on the context of their request. This "click-to-call" capability applies only when the customer manually dials the number or is prompted to click-to-dial on a mobile phone. In other words, no media transport such as WebRTC is provided as part of this use case.
-|Description=* Increasing calls about web transactions
+|Description=*Increasing calls about web transactions
-* No assisted service online
+*No assisted service online
-* Increasing calls related to online service and support
+*Increasing calls related to online service and support
-* Website not offering online service and support
+*Website not offering online service and support
-* Online help not providing the information customers need
+*Online help not providing the information customers need
-|PainPoints=* Unable to provide a personalized assisted service experience
+|PainPoints=*Unable to provide a personalized assisted service experience
-* Unable to connect to the best employee
+*Online help not providing the information customers need and unable to offer an engagement with an agent at the point of purchase
-* Cannot recognize customers or context
+*Cannot recognize customers or context
-* Poor customer experience scores
+*Poor customer experience scores
-* Online help not providing the information customers need
+*Unable to connect to the best employee
-* Increasing competitive pressure
+*High customer churn
-* High customer churn
+*Increasing calls related to online service and support
-* No assisted service online
+*Website not offering online service and support
-* Increasing calls related to online service and support
+*Unable to see web origination points for customers to improve user experience
 |DesiredState=*Recognize customers at all touch points and channels
 *Carry context and orchestrate interactions between channels
@@ Line 130: / Line 125: @@
 Use '''Callback Detail Report''' for <span>detailed information about callbacks that were processed by the contact center, allowing you to analyze callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions=This use case makes the following assumptions:
 ===Customer assumptions===
@@ Line 154: / Line 148: @@
 |Cloud_Assumption=This use case is not supported in PureEngage Cloud.
 }}
 }}