WE01/Canonical - Revision history

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

2021-11-09T21:27:57Z

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

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-04-01T11:53:36Z

USC: Updated HLF embed code

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

2021-02-15T17:03:44Z

USC: Updated benefits to align with calculators

Shlandy93 at 15:28, August 18, 2020

2020-08-18T15:28:18Z

Shlandy93 at 15:21, July 20, 2020

2020-07-20T15:21:04Z

Shlandy93 at 15:43, June 17, 2020

2020-06-17T15:43:39Z

Shlandy93 at 15:40, June 17, 2020

2020-06-17T15:40:55Z

Shlandy93 at 10:00, April 27, 2020

2020-04-27T10:00:36Z

Shlandy93 at 09:39, April 27, 2020

2020-04-27T09:39:33Z

Bgrenon: 1 revision imported

2020-03-26T15:34:47Z

1 revision imported

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |PlatformChallenge=Contact centers are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet compliance requirements and gain insight<s>s</s> on Agent performance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and an integrated survey solution to identify opportunities for improvement.
-|PlatformSolution=Genesys Cloud records and retains all customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides insight on agent effectiveness in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Voice transcription enables Speech to text conversion of voice recordings. Post-interaction Survey is built in to the platform. These integrated Quality tools helps improve the Quality of the Contact center.
+|PlatformSolution=Genesys Cloud CX records and retains all customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides insight on agent effectiveness in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Voice transcription enables Speech to text conversion of voice recordings. Post-interaction Survey is built in to the platform. These integrated Quality tools helps improve the Quality of the Contact center.
 |PainPoints=*Inability to record calls and screens reliably
 *Lack of useful metadata about recorded interactions

@@ Line 27: / Line 27: @@
 <br />
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/b3e55247-b188-4160-972f-373100932e69/0
+|HighLevelFlowLucid=b3e55247-b188-4160-972f-373100932e69
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Compliance, Head of Customer Experience
 |QualifyingQuestions=#Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?

@@ Line 3: / Line 3: @@
 |Solution=Workforce Engagement
 |Title=Quality Assurance and Compliance
-|Subtitle=Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations and post-interaction survey.
+|Subtitle=Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey.
 }}
 {{SMART Canonical
-|PlatformChallenge=Contact centers today are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet performance requirements and gain insight<s>s</s> to agent performance and compliance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and identify opportunities for improvement.  Contact centers also need an integrated survey solution
+|PlatformChallenge=Contact centers are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet compliance requirements and gain insight<s>s</s> on Agent performance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and an integrated survey solution to identify opportunities for improvement.
-|PlatformSolution=Genesys Cloud records and retains 100% of customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides further insight to help assess effectiveness of agents in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Quality Evaluation results enable contact centers to analyze performance. Genesys post-interaction Survey is built in to the platform.
+|PlatformSolution=Genesys Cloud records and retains all customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides insight on agent effectiveness in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Voice transcription enables Speech to text conversion of voice recordings. Post-interaction Survey is built in to the platform. These integrated Quality tools helps improve the Quality of the Contact center.
-|PainPoints=<br />
+|PainPoints=*Inability to record calls and screens reliably
 *Lack of useful metadata about recorded interactions
 *No end-to-end recording, particularly when calls are transferred across multiple locations
@@ Line 17: / Line 15: @@
 *Current recording solution doesn’t support SIP transformation strategy
 *Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
 |DesiredState=*Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
 *Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
@@ Line 22: / Line 21: @@
 *Record and stitch calls from cradle-to-grave, even across multi-site transfers
 *Record all of your available customer digital channels along with agent desktop screen activity
 *Identify improvement opportunities for agents by sharing the customer's perception of their experience
 *Identify contact center procedural/process improvement opportunities
@@ Line 39: / Line 40: @@
 {{SMART DataSheetFlow
 |Flow=Customer conversation on one of the available interaction channels gets recorded and retained.
 }}
 {{SMART DataSheetFlow
@@ Line 56: / Line 60: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Productivity
+|CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Leverage the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
+|CanonicalBenefit=Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Use Quality Evaluations and post-interaction Surveys along with recording of voice and digital interactions to identify areas of improvement at the contact center level
+|CanonicalBenefit=Post-interaction Surveys along with recording of voice and digital interactions to identify areas of improvement at the contact center level	as well as agent level to deliver a better customer experience.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved First Contact Resolution
+|CanonicalBenefitID=Improved Employee Productivity
-|CanonicalBenefit=Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
+|CanonicalBenefit=Leverage the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
 }}

@@ Line 65: / Line 65: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved First Contact Resolution
 |CanonicalBenefit=Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Contact centers today are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet performance requirements and gain insight<s>s</s> to agent performance and compliance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and identify opportunities for improvement.  Contact centers also need an integrated survey solution
 |PlatformSolution=Genesys Cloud records and retains 100% of customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides further insight to help assess effectiveness of agents in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Quality Evaluation results enable contact centers to analyze performance. Genesys post-interaction Survey is built in to the platform.
@@ Line 57: / Line 56: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Agent Competency
+|CanonicalBenefitID=Improved Employee Productivity
-|CanonicalBenefit=Use recordings of available media types (call, chat, email and messaging) along with recorded agent desktop activity to identify performance improvement, coaching and overall process improvement opportunities.
+|CanonicalBenefit=Leverage the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
 }}
 {{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART Meta
 |SolutionCategory=EE
 |Solution=Workforce Engagement
@@ Line 7: / Line 6: @@
 }}
 {{SMART Canonical
-|PlatformChallenge=Contact centers today are required by law to record & reliably retain customer interactions across channels to reduce risk and meet regulatory compliance. They also need to record agent desktop activity during customer interactions to meet quality performance requirements and gain insight<s>s</s> to agent performance and compliance.
+|ID=
+|PlatformChallenge=Contact centers today are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet performance requirements and gain insight<s>s</s> to agent performance and compliance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and identify opportunities for improvement.  Contact centers also need an integrated survey solution
-Contact centers need an easy to use interface for evaluating the quality of interactions and identify opportunities for improvement. Because it's not efficient to evaluate every interaction they need an automated method that allows them to focus on interactions that meet specific criteria, provides an efficient workflow and generates results.
+|PlatformSolution=Genesys Cloud records and retains 100% of customer interactions, to meet regulatory requirements and strategic quality improvement initiatives. Recording the agent desktop activity provides further insight to help assess effectiveness of agents in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with any recorded interaction. Quality Evaluation results enable contact centers to analyze performance. Genesys post-interaction Survey is built in to the platform.
 |PainPoints=<br />
-* Inability to record calls and screens reliably
+*Inability to record calls and screens reliably
-* Lack of useful metadata about recorded interactions
+*Lack of useful metadata about recorded interactions
-* No end-to-end recording, particularly when calls are transferred across multiple locations
+*No end-to-end recording, particularly when calls are transferred across multiple locations
-* High Total Cost of Ownership (TCO) for recording
+*High Total Cost of Ownership (TCO) for recording
-* Desire to move away from incumbent recording vendor
+*Desire to move away from incumbent recording vendor
-* Current recording solution doesn’t support SIP transformation strategy
+*Current recording solution doesn’t support SIP transformation strategy
-* Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
+*Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
-|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
+|DesiredState=*Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
-* Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
+*Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
-* Include extensive metadata with each recorded conversation
+*Include extensive metadata with each recorded conversation
-* Record and stitch calls from cradle-to-grave, even across multi-site transfers
+*Record and stitch calls from cradle-to-grave, even across multi-site transfers
-* Record all of your available customer digital channels along with agent desktop screen activity
+*Record all of your available customer digital channels along with agent desktop screen activity
-* Identify improvement opportunities for agents by sharing the customer's perception of their experience
+*Identify improvement opportunities for agents by sharing the customer's perception of their experience
-* Identify contact center procedural/process improvement opportunities
+*Identify contact center procedural/process improvement opportunities
 <br />

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