UseCases/Current/PureConnect/BO11 - Revision history

Shane.landy@genesys.com at 15:01, October 26, 2021

2021-10-26T15:01:21Z

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

2021-02-23T12:20:25Z

UCC: Updated benefits to align with calculators

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

2021-02-16T13:33:58Z

UCC: Updated benefits to align with calculators

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

2021-01-29T15:56:24Z

UCC: Updated Occupancy benefit to Utilization

Shlandy93 at 11:50, July 20, 2020

2020-07-20T11:50:08Z

Show changes

Shlandy93 at 09:29, April 20, 2020

2020-04-20T09:29:13Z

Shlandy93 at 15:37, April 14, 2020

2020-04-14T15:37:50Z

Shlandy93 at 11:59, March 27, 2020

2020-03-27T11:59:18Z

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

2020-01-20T21:26:06Z

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

Shlandy93 at 10:10, July 18, 2019

2019-07-18T10:10:45Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 27: / Line 16: @@
 |UCBenefit=Enforced service level management based on contextual information and business rules to drive response rates.
 }}
 |UCSummary=Genesys sees the digital journey of the customer as something more than a technological process to be managed by a customer relationship management (CRM) or business process management (BPM) tool; rather, it is a whole-person digital journey that serves the customers on their terms in ways most effective for their needs at any one time or at any one place.
@@ Line 69: / Line 69: @@
 These tasks can be embedded in the Advisor or Expert contact center application (such as Interaction Connect).
 }}{{SMART BusinessImageFlow
 |BusinessImage=de7640c2-a9a6-4ffa-895e-65a76494c65f
 }}
@@ Line 289: / Line 288: @@
 The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports:
 [[File:DCM reporting 1.png|500px|center|thumb]][[File:DCM reporting 2.png|500px|center|thumb]]
-|GeneralAssumptions=* Compatibility with DCM hardware and software requirements.
+|GeneralAssumptions=*Compatibility with DCM hardware and software requirements.
-* Customer should allow access to the DCM Platform for their users, involved in the process.
+*Customer should allow access to the DCM Platform for their users, involved in the process.
 This use case does not include any system integration.
@@ Line 346: / Line 345: @@
 By combining the system of resolution that Eccentex provides with PureConnect system of engagement, the unified solution enables dynamic human based workflow to handle and automate the workflow. PureConnect provides the ability to engage with customers, handle exceptions that occur in the workflow and journey moments where work needs to be performed by an employee.
 |CustomerAssumptions=N/A
-|Optional=BO02, CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE22, CE29
+|Optional=BO02, CE01, CE03, CE09, CE11, CE16, CE18, CE22, CE29
 |DocVersion=V 1.0.0
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCOverview=Dynamic Case Management (DCM) enables Genesys customers to leverage the back-office automation capabilities to help employees and supervisors better manage cases. Companies can improve processes for the resolution of cases by:
@@ Line 30: / Line 11: @@
 In addition to this, the benefits can be combined with the Workload Management use cases. For more information, see [https://repository.docs.genesys.com/Draft:UseCases/Current/PureConnect/BO02 Genesys Work Distribution (BO02) for PureConnect]. Various Genesys partners can deliver the DCM component of this use case. While Genesys can integrate with many DCM partners, this use case focuses on Eccentex Appbase DCM offerings. To illustrate this use case and make it more tangible, we have provided technical information from the Eccentex platform. In a future release, we will introduce technical details from other vendors. If you are interested in another case management solution provider, the Genesys account team can help you contact our Genesys solution leads.
 The Genesys DCM solution can be deployed on cloud, on-premises, or in a hybrid model.  Genesys DCM brings the omni-process concept, allowing integration of data and tools into a single user interface. This enables agents and advisors to work on a single application instead of having to switch between applications to resolve cases. In the background, the solution orchestrates the flow of information, ensuring that the required information is provided to the agents and advisors at the right time. The solution replicates new input in the relevant back-end systems.
 |UCSummary=Genesys sees the digital journey of the customer as something more than a technological process to be managed by a customer relationship management (CRM) or business process management (BPM) tool; rather, it is a whole-person digital journey that serves the customers on their terms in ways most effective for their needs at any one time or at any one place.
@@ Line 292: / Line 289: @@
 The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports:
 [[File:DCM reporting 1.png|500px|center|thumb]][[File:DCM reporting 2.png|500px|center|thumb]]
 |GeneralAssumptions=* Compatibility with DCM hardware and software requirements.
 * Customer should allow access to the DCM Platform for their users, involved in the process.
@@ Line 350: / Line 346: @@
 By combining the system of resolution that Eccentex provides with PureConnect system of engagement, the unified solution enables dynamic human based workflow to handle and automate the workflow. PureConnect provides the ability to engage with customers, handle exceptions that occur in the workflow and journey moments where work needs to be performed by an employee.
 |CustomerAssumptions=N/A
 |DocVersion=V 1.0.0
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Consistent customer experience for non linear case management scenarios and channel agnostic
 }}{{SMART Benefits
@@ Line 292: / Line 292: @@
 The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports:
 [[File:DCM reporting 1.png|500px|center|thumb]][[File:DCM reporting 2.png|500px|center|thumb]]
-|GeneralAssumptions=This use case does not include any system integration.
+|Optional=BO02, CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE22, CE29
 The case submission web form and web dashboard (provided in scope) will not be integrated into the existing web environment of the customer. On request of the customer, this integration could be done by Genesys resources, but this will be subject to a separate quote by Professional Services. Customer may also choose to implement this integration with its own or partner resources.
 The customer should provide the communication channel(s) for the customer notification (such as email, SMS and notification gateways).
 If the relevant notification channel(s) are available, the use case supports the following notification types:
 * Email (requires customer email address)
-* SMS (requires customer mobile number)
+*Email (requires customer email address)
-* Mobile notification (requires customer mobile number).
+*SMS (requires customer mobile number)
 Note that Genesys can provide optional additional routing capabilities for these notification channels (see the Interdependencies section below for more info).
 This use case includes:
 * One submission form,
-* One case status web Dashboard form,
+*One submission form,
-* Five case-types with one common case process.
+*One case status web Dashboard form,
 If additional submission form(s), case dashboard(s) and/or case processes are requested they can be purchased as an add-on.
@@ Line 323: / Line 330: @@
 However, it is recommended to sell it with one of the Workload Management Use Cases.
 See ''Interdependencies'' section below to review the compatibility and the availability of the Workload Management use case.<br />
 * As stated earlier in this document, this use case supports notifications via email, SMS and mobile notifications. It is, however, the responsibility of the customer to provide access to the relevant gateways (email, SMS, mobile notification).
 If direct communication is required between the customer and the case worker, it is recommended to select the relevant additional Genesys use cases to orchestrate the communication channels. This will ensure that:
 * Customer replies are routed to the relevant Advisors,
-* Customer interactions are stored in a central place: Universal Contact Server.
+*Customer replies are routed to the relevant Advisors,
-* Provide Advisors with an intuitive and easy to use desktop tool to initiate and professionally manage the interaction.
+*Customer interactions are stored in a central place: Universal Contact Server.
-* Provide Standard response library
+*Provide Advisors with an intuitive and easy to use desktop tool to initiate and professionally manage the interaction.
 and many more capabilities, depending on the additional Use-Cases selected.
 Please find below a list of possible use cases for the different platform.
@@ Line 339: / Line 350: @@
 By combining the system of resolution that Eccentex provides with PureConnect system of engagement, the unified solution enables dynamic human based workflow to handle and automate the workflow. PureConnect provides the ability to engage with customers, handle exceptions that occur in the workflow and journey moments where work needs to be performed by an employee.
 |CustomerAssumptions=N/A
 |DocVersion=V 1.0.0
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Improved customer visibility of the case and improved employee insights in case handling and management
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Unified desktop and user experience optimized for dynamic case resolution
 }}{{SMART Benefits
@@ Line 71: / Line 71: @@
 [[File:image2018-6-20 16_14_14.png|500px|center|thumb]]
 These tasks can be embedded in the Advisor or Expert contact center application (such as Interaction Connect).
 }}
 |BusinessLogic='''Case creation'''
@@ Line 270: / Line 273: @@
 In the scope of this use case allows for the addition of up to five fields to the default customer profile data template. Additional fields can be added but are subject to a separated quote.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=[[File:Image2018-6-20 16 34 43.png|500px|center|middle|thumb]]
+|AgentDeskRequirements=[[File:Image2018-6-20 16 34 43.png|500px|center|thumb]]
 |RealTimeReporting=Real-time, interactive reporting in the browser is achieved with AppBase Dashboards.
@@ Line 277: / Line 280: @@
 '''Standard reporting provided:'''
 <ul><li>Number of  cases open per Case</li><li>Case status report Per Case Type</li><li>Specific View on escalated Case</li></ul>
-|HistoricalReporting=* Number of cases open, closed, escalated  per Case type in a defined period
+|HistoricalReporting=*Number of cases open, closed, escalated  per Case type in a defined period
-* Number of Cases closed per advisor in a defined period
+*Number of Cases closed per advisor in a defined period
-* Number of cases manually escalated per case types and per Advisor in a defined period
+*Number of cases manually escalated per case types and per Advisor in a defined period
-* Report on closer times per case types in a defined period (+  average closer time per case types)
+*Report on closer times per case types in a defined period (+  average closer time per case types)
@@ Line 286: / Line 291: @@
 The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports:
-[[File:DCM reporting 1.png|500px|center|middle|thumb]][[File:DCM reporting 2.png|500px|center|middle|thumb]]
+[[File:DCM reporting 1.png|500px|center|thumb]][[File:DCM reporting 2.png|500px|center|thumb]]
 |GeneralAssumptions=This use case does not include any system integration.
 The case submission web form and web dashboard (provided in scope) will not be integrated into the existing web environment of the customer. On request of the customer, this integration could be done by Genesys resources, but this will be subject to a separate quote by Professional Services. Customer may also choose to implement this integration with its own or partner resources.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Consistent customer experience for non linear case management scenarios and channel agnostic
 }}{{SMART Benefits
@@ Line 19: / Line 22: @@
 |UCBenefit=Only relevant information shown specific to the case and the current process, task and case
 }}
 |UCOverview=Dynamic Case Management (DCM) enables Genesys customers to leverage the back-office automation capabilities to help employees and supervisors better manage cases. Companies can improve processes for the resolution of cases by:
@@ Line 34: / Line 38: @@
 Genesys DCM provides customers with building blocks for the future to deliver automation, efficiency, sales, marketing, enhanced customer service, and a better experience for customers, employees, and external partners. Although Genesys is an open platform that supports integration with hundreds of other products and solutions in the market, the proposed approach is the recommended solution to provide a human-centric DCM omnichannel experience.
 |PainPoints=* Increasing calls related to online service and support
 * Increasing repeat contacts
@@ Line 40: / Line 45: @@
 * Provide Employees with complete contextual customer information
 |BuyerPersonas=Head of Customer Experience, Head of Operations, Head of Business Units
 |MaturityLevel=Defined
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow====Case Capture===
@@ Line 76: / Line 87: @@
 [[File:image2018-6-20 16_23_32.png|500px|center|middle|thumb]]
 . Via the Eccentex Smart API. This allows the creation of cases by other backend systems.
 |DistributionLogic='''Simple Distribution'''This use case includes simple distribution logic, where tasks are sent to workbins and it is up to the employees and experts to ensure they are processing the tasks according to the expectations of the company. Advisors need to pull tasks from their associated workbins.
@@ Line 326: / Line 338: @@
 By combining the system of resolution that Eccentex provides with PureConnect system of engagement, the unified solution enables dynamic human based workflow to handle and automate the workflow. PureConnect provides the ability to engage with customers, handle exceptions that occur in the workflow and journey moments where work needs to be performed by an employee.
 |CustomerAssumptions=N/A
 |Optional=BO02, CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE22, CE29
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Compatibility with DCM hardware and software requirements.
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=Customer should allow access to the DCM Platform for their users, involved in the process.
 }}
 |DocVersion=V 1.0.0
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Improved customer visibility of the case and improved employee insights in case handling and management
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Unified desktop and user experience optimized for dynamic case resolution
 }}{{SMART Benefits
@@ Line 20: / Line 20: @@
 }}
 |UCOverview=Dynamic Case Management (DCM) enables Genesys customers to leverage the back-office automation capabilities to help employees and supervisors better manage cases. Companies can improve processes for the resolution of cases by:
 * Providing a single interface for case resolution
-* Breaking the inflexibility of current processes
+*Providing a single interface for case resolution
-* Getting a 360◦ view on the process handling and associated SLAs
+*Breaking the inflexibility of current processes
-* Increasing advisors' satisfaction and autonomy
+*Getting a 360◦ view on the process handling and associated SLAs
-* Increasing supervisor visibility and control
+*Increasing advisors' satisfaction and autonomy
-* Giving agents visibility into other tasks or people associated with their immediate work
+*Increasing supervisor visibility and control
 In addition to this, the benefits can be combined with the Workload Management use cases. For more information, see [https://repository.docs.genesys.com/Draft:UseCases/Current/PureConnect/BO02 Genesys Work Distribution (BO02) for PureConnect]. Various Genesys partners can deliver the DCM component of this use case. While Genesys can integrate with many DCM partners, this use case focuses on Eccentex Appbase DCM offerings. To illustrate this use case and make it more tangible, we have provided technical information from the Eccentex platform. In a future release, we will introduce technical details from other vendors. If you are interested in another case management solution provider, the Genesys account team can help you contact our Genesys solution leads.
 The Genesys DCM solution can be deployed on cloud, on-premises, or in a hybrid model.  Genesys DCM brings the omni-process concept, allowing integration of data and tools into a single user interface. This enables agents and advisors to work on a single application instead of having to switch between applications to resolve cases. In the background, the solution orchestrates the flow of information, ensuring that the required information is provided to the agents and advisors at the right time. The solution replicates new input in the relevant back-end systems.