CE45/Canonical

Important

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Contact Center Orchestration		Customer Engagement	Digital	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.

Platform Solution: Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results

High Level Flow

Info needed

Canonical Sales Content

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Personas

• Business Analyst
• Contact Center Supervisor / Manager
• Head of Contact Center(s)