UseCases/Current/PureConnect/CE01 - Revision history

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

2021-02-16T13:34:53Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 11:47, December 1, 2020

2020-12-01T11:47:14Z

Shlandy93 at 12:05, March 27, 2020

2020-03-27T12:05:11Z

Shlandy93 at 15:21, February 14, 2020

2020-02-14T15:21:24Z

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

2020-01-20T22:38:19Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:22Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:22Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:57Z

1 revision imported: Updating for Maturity Level

Bgrenon: Created page with "{{SMART UseCase |ID=CE01 |Title=Genesys Call Routing |Offering=PureConnect |SMART_Benefits={{SMART Benefits |UCBenefitID=Increased Revenue |UCBenefit=Route revenue-generating..."

2019-04-22T10:00:00Z

Created page with "{{SMART UseCase |ID=CE01 |Title=Genesys Call Routing |Offering=PureConnect |SMART_Benefits={{SMART Benefits |UCBenefitID=Increased Revenue |UCBenefit=Route revenue-generating..."

Bgrenon: 1 revision imported

2018-09-28T17:29:43Z

1 revision imported

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
 }}{{SMART Benefits
@@ Line 157: / Line 157: @@
 *** Shows the total duration and average duration for talk, hold, and ACW.
 ** The system gathers data for each agent regarding the volume of calls answered for each queue, and the duration of associated calls.
 |GeneralAssumptions=*Implementation of this use case is based on the corresponding Functional Requirement Specification.
 *Routing parameters are configurable through Interaction Administrator, Interaction Attendant, and Interaction Connect.
@@ Line 164: / Line 163: @@
 *There are no integrations with third-party systems.
 *Customers must provide all prompts and audio files in .wav (8bit, mono, mu-law, 64kbps) format. Files will not be altered, converted, or otherwise edited.
 |CustomerAssumptions=N/A
-|PremiseAssumptionsAdditional=N/A
+|DocVersion=v 1.2.1
 }}

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Sales Conversions
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Reduced Transfers
-|UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
+|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Interaction Transfers
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
+|UCBenefit=Genesys' routing is far more efficient as it takes full customer context into consideration. This advantage in routing allows for more accurate and timely routing to the best agent to reduce wait time and costly mis-routes.
 }}
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
@@ Line 151: / Line 157: @@
 *** Shows the total duration and average duration for talk, hold, and ACW.
 ** The system gathers data for each agent regarding the volume of calls answered for each queue, and the duration of associated calls.
 |GeneralAssumptions=*Implementation of this use case is based on the corresponding Functional Requirement Specification.
 *Routing parameters are configurable through Interaction Administrator, Interaction Attendant, and Interaction Connect.
@@ Line 161: / Line 168: @@
 |CloudAssumptionsAdditional=*MPLS is an optional add-on for this use case.
 *All data connectivity will be over Internet (secured).
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
 }}{{SMART Benefits
@@ Line 151: / Line 151: @@
 *** Shows the total duration and average duration for talk, hold, and ACW.
 ** The system gathers data for each agent regarding the volume of calls answered for each queue, and the duration of associated calls.
 |GeneralAssumptions=*Implementation of this use case is based on the corresponding Functional Requirement Specification.
 *Routing parameters are configurable through Interaction Administrator, Interaction Attendant, and Interaction Connect.
@@ Line 162: / Line 161: @@
 |CloudAssumptionsAdditional=*MPLS is an optional add-on for this use case.
 *All data connectivity will be over Internet (secured).
 }}

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Increased Sales Conversions
-|UCBenefit=Route revenue-generating opportunities to the best resources through skills-based routing to contribute to increase in revenue.
+|UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
-|UCBenefit=Route interactions to the best available agent through automated routing to improve employee utilization.
+|UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Interaction Transfers
-|UCBenefit=Reduce call transfers using best match routing of voice calls.
+|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}
-|UCOverview=Genesys call routing features improve efficiency by routing voice interactions to the right agent through skills-based routing. The routing application contains flexible business logic and configuration options required to easily deploy the solution and derive benefits.
+|UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
-|UCSummary=The caller initiates a voice call to the company. The Genesys system performs a check for open hours, special day, and emergency information, and then it plays corresponding messages. The caller selects an option from a menu (prompt and collect), which maps to an agent skill expression. If no agents are available, the caller remains in queue until an appropriate agent becomes available.
-After the initial implementation, the customer can add enhanced functionality to further improve benefits of Genesys routing capabilities.
+After the initial implementation, customers can enhance the service with more Genesys routing capabilities.
-|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts
+|PainPoints=*Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts
-* High staffing costs to meet service levels; some sites may be overloaded while agents are idle in others
+*High staffing costs to meet service levels; some sites may be overloaded while agents are idle in others
-* Inefficient use of agents who are responding to simple inquiries or requests, such as balance inquiries or change of address
+*Inefficient use of agents who are responding to simple inquiries or requests, such as balance inquiries or change of address
-* Inability to use context of previous interactions to optimize each customer call
+*Inability to use context of previous interactions to optimize each customer call
-|DesiredState=* Preempt customers waiting in queue and reduce agent workload by offering self service options
+|DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
-* Optimize customer experience by giving them expected wait times, offering callback in queue, and quickly connecting them to a knowledgeable, efficient agent who has their full journey history
+* As customers wait in queue, remove skill requirements to expand the pool of available agents
-* ACD algorithm prioritizes the call to be delivered to the right agent at the right time
+* Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
 |MaturityLevel=Consistent
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 156: / Line 151: @@
 *** Shows the total duration and average duration for talk, hold, and ACW.
 ** The system gathers data for each agent regarding the volume of calls answered for each queue, and the duration of associated calls.
-|GeneralAssumptions=* Implementation of this use case is based on the corresponding Functional Requirement Specification.
+|DocVersion=v 1.2.0
-* Routing parameters are configurable through Interaction Administrator, Interaction Attendant, and Interaction Connect.
+|GeneralAssumptions=*Implementation of this use case is based on the corresponding Functional Requirement Specification.
-* Text-to-speech and speech recognition are not included.
+*Routing parameters are configurable through Interaction Administrator, Interaction Attendant, and Interaction Connect.
-* All customer input is via DTMF prompt and collect.
+*Text-to-speech and speech recognition are not included.
-* There are no integrations with third-party systems.
+*All customer input is via DTMF prompt and collect.
-* Customers must provide all prompts and audio files in .wav (8bit, mono, mu-law, 64kbps) format. Files will not be altered, converted, or otherwise edited.
+*There are no integrations with third-party systems.
 |CustomerAssumptions=N/A
 |PremiseAssumptionsAdditional=N/A
-|CloudAssumptionsAdditional=* MPLS is an optional add-on for this use case.
+|CloudAssumptionsAdditional=*MPLS is an optional add-on for this use case.
-* All data connectivity will be over Internet (secured).
+*All data connectivity will be over Internet (secured).
 }}

@@ Line 166: / Line 166: @@
 |CloudAssumptionsAdditional=* MPLS is an optional add-on for this use case.
 * All data connectivity will be over Internet (secured).
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=ver 1.0.0
 }}

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