UseCases/Current/GenesysEngage-onpremises/CE28 - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:44Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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

2021-02-16T12:28:31Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:25:30Z

UCC: Updated Occupancy benefit to Utilization

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

2021-01-04T12:05:59Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 11:12, November 10, 2020

2020-11-10T11:12:41Z

Show changes

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE28 to UseCases/Current/GenesysEngage-onpremises/CE28: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:14Z

WikiSysop moved page UseCases/Current/PureEngage/CE28 to UseCases/Current/GenesysEngage-onpremises/CE28: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 14:04, April 16, 2020

2020-04-16T14:04:17Z

Shlandy93 at 17:47, March 27, 2020

2020-03-27T17:47:05Z

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

2020-01-20T21:50:20Z

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

Bgrenon: 1 revision imported

2019-04-24T12:23:58Z

1 revision imported

@@ Line 84: / Line 84: @@
 #Workspace Desktop Edition version 8.5.139.06 and above
 #Workspace Web Edition version 9.0.000.65 and above
-#Genesys Knowledge workbench will be available through Genesys Cloud subscription
+#Genesys Knowledge workbench will be available through Genesys Cloud CX subscription
 #Available for Organizations in North American regions only
 |DocVersion=v 1.1.1
 }}

@@ Line 15: / Line 15: @@
 When agents have at their disposal up-to-date, easily available and relevant knowledge they provide high customer satisfaction to resolve customer issues.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Enhance the customer experience by providing rapid access to frequently searched information and use of customer contextual information at every touchpoint reducing customer effort.
 }}{{SMART Benefits

@@ Line 18: / Line 18: @@
 |UCBenefit=Enhance the customer experience by providing rapid access to frequently searched information and use of customer contextual information at every touchpoint reducing customer effort.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=High quality, consistent content in the response library improves agent efficiency.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCIntro=The capabilities illustrated in this case are part of the Early Adopter Program (EAP), reference the EAP announcement for details.
 |UCOverview=Knowledge makes it easier for contact center agents to use information to do their jobs boosting agent productivity and customer satisfaction.  With the right knowledge, agents can provide resolution to customer queries in real time.   When agents  have access to standardized content for frequently asked questions, it helps expedite the customer request.  Agents (especially when working from home) can address customer issues by using a knowledge base with vital information to solve customer inquiries.
@@ Line 33: / Line 14: @@
 When agents have at their disposal up-to-date, easily available and relevant knowledge they provide high customer satisfaction to resolve customer issues.
 |UCSummary=Agents are empowered to search through knowledge bases for appropriate responses to customer inquiries.  Agents can leverage partial or complete content from the knowledge base and have confidence in providing customers with pre-authored responses.  Agents provide faster and more relevant responses to customers.
 |PainPoints=* Website not offering online service and support
@@ Line 79: / Line 76: @@
 *Genesys Knowledge Management enabled
 |RealTimeReporting=N/A
-|HistoricalReporting=NA
+|HistoricalReporting=* Reporting on knowledge surfaced
-|DocVersion=v 1.1.1
+* Feedback from customers and agents
 |GeneralAssumptions=#Genesys Workspace (Desktop or Web Edition) is required
 #Genesys native knowledge management solutions
@@ Line 88: / Line 86: @@
 #Genesys Knowledge workbench will be available through Genesys Cloud subscription
 #Available for Organizations in North American regions only
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Enhance the customer experience by providing rapid access to frequently searched information and use of customer contextual information at every touchpoint to reduce customer effort
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Reduce handle time by finding the right responses for agents to use
 }}
 |UCOverview=In most companies, knowledge is everywhere but it is inconsistent, often outdated and unmanageable because of the disconnected nature of service channels. This leads to customer frustration and higher costs. Genesys Knowledge Center helps companies gather knowledge that is scattered throughout the organization and makes it searchable via simple natural language queries. Organized into a single or multiple knowledge bases, knowledge can then be accessed by users on the website to help solve problems in a self-service fashion, as well as by employees through their agent desktop to help them assist customers more quickly. Machine learning is utilized to continuously improve the effectiveness of the knowledge bases.This allows companies to effectively use their knowledge bases to provide the most relevant, accurate answer to customers as quickly as possible across multiple channels.
 |UCSummary=This use case provides web self-service with knowledge search. It enables deflection of unnecessary contact center traffic by providing context-sensitive knowledge articles to visitors of the company website. When the customer's question cannot be answered by the knowledge search, assisted service via chat or callback may be offered, and the agents will have access to a comprehensive and context-sensitive knowledge base within their desktop.
 |PainPoints=* Website not offering online service and support
 * Knowledge articles and FAQs not easy to find on website
@@ Line 31: / Line 36: @@
 * Ability to easily handover to an agent, including customer context, when self-service isn't enough
 * Agents have access to comprehensive and context-sensitive knowledge within their desktop tohelp assist customers more effectively and quickly
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys InfoMart (Optional), Genesys InfoMart – HA (Optional), Genesys Interactive Insights (Optional), Genesys Knowledge Center - Self-Service, Genesys Knowledge Center - Agent
 |CloudAssumptions=This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Integration to Knowledge Center is a customization task. Example code snippet to integrate with Knowledge Center is provided.
@@ Line 60: / Line 69: @@
 #Time-based parameter to trigger the knowledge widget when the customer stays a specific time on specified web pages.
 #Configuration/integration required to initiate widget based on choice on specific web pages (example: “contact us” page)
 |DistributionLogic=Required agent skill will be determined by the classification and categorization of the search results.
 |CustomerInterfaceRequirements=Genesys Widgets are used in standard configuration. They will be adapted to the customer corporate identify by changing the color and logo.
@@ Line 100: / Line 110: @@
 *Customers will have the ability to train the system based on keyword or key phrase associations.
 *Notifications to administrator/content manager for content updates is a Customization.
 |Optional=CE18
 |PremiseAssumptionsAdditional=Integration to Knowledge Center is a customization task.  Example code snippet to integrate with Knowledge Center is provided.
@@ Line 108: / Line 124: @@
 }}
 |CloudAssumptionsAdditional=This Use Case is available in the Cloud.
 |DocVersion=v 1.1.1
 }}

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