UseCases/Current/PureConnect/CE07 - Revision history

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

2021-02-16T13:36:50Z

UCC: Updated benefits to align with calculators

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

2020-12-01T12:53:21Z

UCC: Updated benefits to align with calculators

Shlandy93 at 09:34, April 20, 2020

2020-04-20T09:34:11Z

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

2020-01-20T22:34:02Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:16Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:15Z

Published

Bgrenon: 1 revision imported

2018-08-22T19:06:30Z

1 revision imported

Kkuhns: Added N/A to Cloud and Premise Assumptions

2018-07-20T15:26:54Z

Added N/A to Cloud and Premise Assumptions

New page

{{SMART UseCase
|GeneralAssumptions=The company has a database that can be used to identify their customers. This database must provide the appropriate web services and must be web accessible.
* The company provides access to an application to validate the customer identity.
* The company must have a unique identifier for each customer.
* Complex alphanumeric inputs (for example, check digits) may require custom grammar development - available as optional add-on.
* ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
* Genesys Intelligent Automation supports Nuance if ASR and TTS is required.
|RequiresAll=CE02
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
|Premise_Assumption=N/A
}}
|SMART_CloudAssumptions={{SMART CloudAssumptions
|Cloud_Assumption=N/A
}}
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=ver 1.1.1
}}
|SellableItems=PureConnect: Voice XML Interpreter, GIA: Intelligent Automation Omnichannel Self-Service, GIA: Intelligent Automation Omnichannel Self-Service - HA (Optional), PureConnect: Speech Recognition Services (Optional), PureConnect: MRCP ASR Feature License (Optional), PureConnect: Secure Input IVR (Optional), PureConnect: Interaction Speech Recognizer (ISR) (Optional), Interaction Speech Rec Tier 1 - Base Language, Interaction Speech Rec Tier 1 - Additional Language, Interaction Speech Rec Tier 2 - Base Language, Interaction Speech Rec Tier 3 - Additional Language, PureConnect: Interaction Text-To-Speech (ITTS) (Optional), ITTS Base Langage, ITTS Additional Language, PureConnect: Interaction Attendant Remote Data Query (Optional), PureConnect:Secure Input IVR (Optional)
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* Genesys Intelligent Automation uses Nuance ASR and TTS
* Genesys Intelligent Automation requires VoiceXML Interpreter
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* Genesys Intelligent Automation uses Nuance ASR and TTS
* Genesys Intelligent Automation requires VoiceXML Interpreter
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=https://www.lucidchart.com/documents/edit/d1d12f5f-535e-4085-9eea-0af28c2799d7/0
|BusinessFlowDescription=# Call is transferred into the application. This self-service module can be integrated into a broader IVR application. The call is answered by this application. If ID&V is required then the application initiates the flow of this use case. If the customer has already been identified in a previous channel, transaction or step then it skips this flow. If not it continues to step 3.The broader IVR application is not within the scope of this use case.
# If enabled, Genesys identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI). (Reference Business Logic 1 - BL1)
# If ANI / CLI are available, Genesys performs a lookup in the company's database to identify the caller.
# If identification via ANI / CLI is disabled or fails, Genesys asks for a separate Identifier (e.g. customer ID, account number, tracking number) to identify the customer. This question must require numeric entry. If the customer does not have the necessary information, Genesys asks the customer to press a specific DTMF tone.
# The customer input is validated against the customer database. If no match is found, the customer is asked for their identifier, up to a maximum of three times after failure. The number of retry attempts is configurable.If the customer is still not be successfully validated, the customer is forwarded to agent assisted service.
# If a customer match is found, Genesys asks for additional information validating the caller's identity for security purposes. This question requires numeric entry.Progressive ID&V, i.e.: higher levels of authentication based on customer profile information and/or requested transaction, occurs during self-service depending on the type of interaction. Progressive ID&V is defined in a separateID&V module and is not within the scope of this use case. The preceding level of authentication should be configurable by a business user in real time should they wish to re-order authentication questions.
# Genesys looks up and validates the security information entered by the caller within a third party application. If this validation is not successful, the system asks the customer for security information again, up to a maximum of three times after failure.If the system cannot successfully validate the customer, the system forwards the customer to agent assisted service.
# Genesys plays a prompt that confirms the validation or informs the customer of the failure.
# A configuration parameter determines where the caller is routed to next.The possible options are listed below. However, these options are outside the scope of the ID&V use case:· Agent assisted service - the result of the identification and verification is displayed to the agent, making both the customer and agent experience better. This functionality requires implementation of the use case Genesys Personalized Routing (CE02) for PureConnect.· Self service IVR - such as transfer funds or make a payment. Progressive ID&V could occur before self-service depending on the type of interaction. This option would be defined in a separate self-service module outside the scope of this use case.· IVR main menu for identification of the type of caller request.(Reference Business Logic 2 - BL2)
}}
|BusinessLogic='''BL1: Customer identification by ANI / CLI'''- Step 3 in the business flow above can be enabled or disabled depending on specific customer requirements. If this step is disabled, the flow always asks for a customer identifier (for example, customer ID, account number, or tracking number). This parameter can be set per company service line.

'''BL2: Configuration to define the next steps -'''After successful identification and verification, the call is transferred to the next step of the overall call flow. This might be an agent assisted service, a self-service application or an IVR menu. This parameter can be set per company service line.

'''Progressive ID&V: Configuration to define preceding authentication question(s)'''- Configuration can be set from within the ID&V module to give the business user control on the order of authentication questions. The configuration of other ID&V modules that contain these questions are out of scope for this use case.

'''Omnichannel ID&V: Passing of ID&V token'''- This authentication use case can be configured to pass an ID&V token from IVR to a visual IVR, so a customer can continue their journey on visual IVR if previously identified.

'''General: Voice Prompts '''The customer can flexibly change all voice prompts within this flow.
|DistributionLogic=N/A
|PainPoints=* Increasing competitive pressure
* High customer churn
* High purchase abandonment
* Unable to use context
* Poor customer experience scores
* Customers not recognized within and/or across channels
* Calls with long handle times
* Unable to connect to the best agent

|DesiredState=* Integrate with customer database for identification
* Identify customers based on their caller id
* If no identification, ask identifying question before verification
* If identified, ask verification question & determine whether to authenticate customer or not
* Call can be routed to continue in the IVR
* Alternatively, the call can be routed to an agent
* If an agent receives the call, they are notified that the caller is already identified & verified and do not have to repeat those steps
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=Only available if this use case is used in conjunction with the Genesys Personalized Routing (CE02) for PureConnect use case:
* If the call is transferred to agent-assisted services: The agent receives an indication whether the customer is
** Identified and verified
** Identified only
** Neither identified nor verifiedCustomer identifier and name are displayed to the agent as well (if available and required).
|RealTimeReporting=* Users with appropriate permissions are able to follow the interaction journey throughout the IVR. Each step of the IVR process the caller enters(and after, if going to a user or to queue), is identified with time-stamps.
|HistoricalReporting=* Report that indicates the number of customers proactively identified by ANI/CLI
* Report that indicates the number of customers successfully identified and verified themselves
* Report that indicates the number of customers who were unsuccessful in identifying and verifying themselves
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Reduce agent handle time by partial automation of the calls through identification and verification (ID&V) with IVR
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Improve NPS by saving the customer time through efficient and automated ID&V interaction*
}}{{SMART Benefits
|UCBenefitID=Reduced Volume of Interactions
|UCBenefit=Reduce agent handled inbound call volume by improving containment rate through a robust and flexible ID&V solution
}}
|UCOverview=In most IVR applications, customers call into companies, such as their credit card company, bank, or cable company, and must manually identify themselves. If the call goes to an agent, customers normally need to identify themselves again to the agent. This is frustrating and time consuming for callers. IVR systems can and should contain self-service to identify the customer automatically based on their caller ID, and this information should then be used throughout the call flow for progressive identification and verification (ID&V), passed as context to a visual session or passed on to the agent, store. This makes customers feel that they want to do business with the company as their identity is proactively recognized and maintained. For example, as soon as the call connects, a data dip should be completed to identify the customer based on their caller ID. The IVR application can then configure logic to greet the caller by name, skip identification for new self-services within the same call, or skip identification or verification if they move to a visual IVR.
|UCSummary=The IVR system proactively identifies the caller at the beginning of the call. The IVR then asks the caller to identify themselves by entering information to verify their identity. Depending on the business logic configured in the Control Center, the system routes the caller to self-service in the IVR, a main menu, or an agent. If the customer needs to go through another self-service option, the customer's ID&V status persists. This ID&V status also persists if they transfer to a visual IVR and continue their journey there. Finally, if the caller transfers from the IVR to an agent, the data captured by the IVR is displayed to the agent, providing a better experience for both the caller and agent.
|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* N/A}}
}}

@@ Line 4: / Line 4: @@
 |UCBenefit=Reduce agent handle time by partial automation of the calls through identification and verification (ID&amp;V) with IVR
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve NPS by saving the customer time through efficient and automated ID&amp;V interaction*
 }}{{SMART Benefits
@@ Line 75: / Line 75: @@
 * Report that indicates the number of customers successfully identified and verified themselves
 * Report that indicates the number of customers who were unsuccessful in identifying and verifying themselves
-|DocVersion=ver 1.1.2
+|RequiresAll=CE02
 |GeneralAssumptions=The company has a database that can be used to identify their customers. This database must provide the appropriate web services and must be web accessible.
@@ Line 83: / Line 83: @@
 *ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
 *Genesys Intelligent Automation supports Nuance if ASR and TTS is required.
-|RequiresAll=CE02
+|DocVersion=ver 1.1.2
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* N/A}}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 10: / Line 7: @@
 |UCBenefit=Improve NPS by saving the customer time through efficient and automated ID&amp;V interaction*
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Containment Rate
-|UCBenefit=Reduce agent handled inbound call volume by improving containment rate through a robust and flexible ID&amp;V solution
+|UCBenefit=Reduce agent handled inbound call volume by improving containment rate through a robust and flexible solution
 }}
 |UCOverview=In most IVR applications, customers call into companies, such as their credit card company, bank, or cable company, and must manually identify themselves. If the call goes to an agent, customers normally need to identify themselves again to the agent. This is frustrating and time consuming for callers. IVR systems can and should contain self-service to identify the customer automatically based on their caller ID, and this information should then be used throughout the call flow for progressive identification and verification (ID&V), passed as context to a visual session or passed on to the agent, store. This makes customers feel that they want to do business with the company as their identity is proactively recognized and maintained. For example, as soon as the call connects, a data dip should be completed to identify the customer based on their caller ID. The IVR application can then configure logic to greet the caller by name, skip identification for new self-services within the same call, or skip identification or verification if they move to a visual IVR.
 |UCSummary=The IVR system proactively identifies the caller at the beginning of the call. The IVR then asks the caller to identify themselves by entering information to verify their identity. Depending on the business logic configured in the Control Center, the system routes the caller to self-service in the IVR, a main menu, or an agent. If the customer needs to go through another self-service option, the customer's ID&V status persists. This ID&V status also persists if they transfer to a visual IVR and continue their journey there. Finally, if the caller transfers from the IVR to an agent, the data captured by the IVR is displayed to the agent, providing a better experience for both the caller and agent.
 |PainPoints=* Increasing competitive pressure
 * High customer churn
@@ Line 33: / Line 31: @@
 * Alternatively, the call can be routed to an agent
 * If an agent receives the call, they are notified that the caller is already identified & verified and do not have to repeat those steps
 |MaturityLevel=Consistent
 |SellableItems=PureConnect: Voice XML Interpreter,  GIA: Intelligent Automation Omnichannel Self-Service, GIA: Intelligent Automation Omnichannel Self-Service - HA (Optional), PureConnect: Speech Recognition Services (Optional), PureConnect: MRCP ASR Feature License (Optional), PureConnect: Secure Input IVR (Optional),  PureConnect: Interaction Speech Recognizer (ISR) (Optional), Interaction Speech Rec Tier 1  - Base Language, Interaction Speech Rec Tier 1  - Additional Language, Interaction Speech Rec Tier 2  - Base Language, Interaction Speech Rec Tier 3  - Additional Language, PureConnect: Interaction Text-To-Speech (ITTS) (Optional), ITTS Base Langage, ITTS Additional Language, PureConnect: Interaction Attendant Remote Data Query (Optional), PureConnect:Secure Input IVR (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Genesys Intelligent Automation uses Nuance ASR and TTS
 * Genesys Intelligent Automation requires VoiceXML Interpreter
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Genesys Intelligent Automation uses Nuance ASR and TTS
@@ Line 70: / Line 64: @@
 '''General: Voice Prompts '''The customer can flexibly change all voice prompts within this flow.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 82: / Line 75: @@
 * Report that indicates the number of customers successfully identified and verified themselves
 * Report that indicates the number of customers who were unsuccessful in identifying and verifying themselves
 |GeneralAssumptions=The company has a database that can be used to identify their customers. This database must provide the appropriate web services and must be web accessible.
 * The company provides access to an application to validate the customer identity.
-* The company must have a unique identifier for each customer.
+*The company provides access to an application to validate the customer identity.
-* Complex alphanumeric inputs (for example, check digits) may require custom grammar development - available as optional add-on.
+*The company must have a unique identifier for each customer.
-* ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
+*Complex alphanumeric inputs (for example, check digits) may require custom grammar development - available as optional add-on.
-* Genesys Intelligent Automation supports Nuance if ASR and TTS is required.
+*ASR functionality is an optional add-on service for numeric input (see above) and for the phrase "I don't have it" (and synonyms of this phrase) in the flow above.
-|CustomerAssumptions=
+*Genesys Intelligent Automation supports Nuance if ASR and TTS is required.
 |RequiresAll=CE02
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=N/A
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* N/A}}
 }}

@@ Line 85: / Line 85: @@
 |Cloud_Assumption=N/A
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=ver 1.1.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* N/A}}
 }}

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