UseCases/Current/PureConnect/CE19 - Revision history

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

2021-02-16T13:43:15Z

UCC: Updated benefits to align with calculators

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

2021-01-29T16:03:18Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 11:45, December 18, 2020

2020-12-18T11:45:41Z

Shlandy93 at 12:54, July 20, 2020

2020-07-20T12:54:23Z

Show changes

Shlandy93 at 15:22, April 23, 2020

2020-04-23T15:22:24Z

Shlandy93 at 17:04, March 10, 2020

2020-03-10T17:04:53Z

Shlandy93 at 15:43, February 26, 2020

2020-02-26T15:43:07Z

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

2020-01-20T23:11:31Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:24Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:24Z

Published

@@ Line 3: / Line 3: @@
 |Title=Genesys Social Media Routing
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
@@ Line 14: / Line 13: @@
 |UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skill-based routing.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Provide consistent CX across social networks by providing agents customer info and social context.
 }}{{SMART Benefits
@@ Line 20: / Line 19: @@
 |UCBenefit=Increase revenue and reduce customer churn with improved resolution of business outcome.
 }}
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
 |PainPoints=*Increasing calls related to service and support
@@ Line 176: / Line 176: @@
 * ICBM Reporter Views
 * All non-media-type specific interaction historical reports supported.
-|CustomerAssumptions=* PureConnect Social Media in configured to handle interactions from the company’s Facebook Page and/or Twitter handle.
+|GeneralAssumptions=* Interaction Connect is used as agent desktop.
-|PremiseAssumptionsAdditional=* Interaction Connect is used as agent desktop
+* Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case.
-* Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case
+|CustomerAssumptions=*PureConnect Social Media in configured to handle interactions from the company’s Facebook Page and/or Twitter handle.
 |DocVersion=ver 1.0.0
 }}

@@ Line 8: / Line 8: @@
 |UCBenefit=Eliminated manual monitoring/reporting by automating efforts through Genesys Social Engagement.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Deliver interactions to the best available resource with escalation to other channels when needed.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Social Media Routing
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduced Customer Churn
+|UCBenefitID=Reduced Administration Costs
-|UCBenefit=Reduced customer churn by monitoring social sites and addressing issues through routing issues to best available resource
+|UCBenefit=Eliminated manual monitoring/reporting by automating efforts through Genesys Social Engagement.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Administration Costs
+|UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Eliminated manual monitoring/reporting by automating efforts through Genesys Social Engagement
+|UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skill-based routing.
 }}
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
 |PainPoints=*Increasing calls related to service and support

@@ Line 3: / Line 3: @@
 |Title=Genesys Social Media Routing
 |Offering=PureConnect
 |UCOverview=Social media features in PureConnect allow agents to receive and reply to inbound, ACD-routed Facebook and Twitter messages, as well as Facebook private messages and Twitter direct messages. PureConnect routes social media interactions to workgroups that are associated with Facebook and Twitter channels.
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
 |PainPoints=*Increasing calls related to service and support
 *Website not offering online service and support or providing the information customers need
@@ Line 21: / Line 30: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
 |MaturityLevel=Defined
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow====Business Flow - Twitter, Facebook and Facebook Messenger===
@@ Line 128: / Line 144: @@
 [[File:Twitter config connect.PNG|none|middle|border|Twitter Config in Interaction Connect]]
 |DistributionLogic=Facebook and Twitter social media interactions are distributed to agents based on the workgroups configured for the Facebook and Twitter channels.
 |CustomerInterfaceRequirements=Common browsers or mobile apps for social media sites.
@@ Line 153: / Line 170: @@
 * ICBM Reporter Views
 * All non-media-type specific interaction historical reports supported.
 |CustomerAssumptions=* PureConnect Social Media in configured to handle interactions from the company’s Facebook Page and/or Twitter handle.
 |PremiseAssumptionsAdditional=* Interaction Connect is used as agent desktop
 * Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case
 |CloudAssumptionsAdditional=* Interaction Connect is used as agent desktop
 * Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case
 |DocVersion=ver 1.0.0
 }}

@@ Line 5: / Line 5: @@
 |UCOverview=Social media features in PureConnect allow agents to receive and reply to inbound, ACD-routed Facebook and Twitter messages, as well as Facebook private messages and Twitter direct messages. PureConnect routes social media interactions to workgroups that are associated with Facebook and Twitter channels.
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
-|PainPoints=<br />
+|PainPoints=*Increasing calls related to service and support
-* Increasing calls related to service and support
+<br />
 |DesiredState=*Enable chat on website
 *Recognize customers

← Older revision	Revision as of 12:24, April 24, 2019
(No difference)