CE04/Canonical

Important

This information is shared by CE04 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Skype for Business	Engage across the broader enterprise using Skype for Business instant messaging	Customer Engagement	Inbound	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Engaging with customers who want to use new voice channels like Microsoft Skype for Business can be difficult without introducing new teams and a separate technology silos.

Platform Solution: Integrating Skype for Business into your main contact center routing environment and routing calls into your usual sales and customer service teams stops the silos.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Customer Experience	Increased first call resolution rate and improved Net Promoter Score. Use priority tuningto gradually increase priority levels over timeto ensure that customer calls are handledwithin their service level
Improved Employee Utilization	Route Skype for Business voice interactions to the best-fit agent to handle requests. Use a virtualized agent pool to maximize resources.
Increased Revenue	Increase revenue by properly routing Skype for Business calls to agents who are best at cross-selling and up-selling.

High Level Flow

High Level Flow Steps

1. A customer calls using Skype for Business
2. The customer selects an agent from self-service
3. The customer is queued for an agent through skilled based routing
4. The queue targets are expanded andthe priority is escalated
5. The customer is connected to an agent

Data Sheet Image

Canonical Sales Content

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Personas

• Chief Digital Officer
• Head of Contact Center(s)
• Head of Customer Experience

Qualifying Questions

1. Do you give customers self-service option for easy inquiries and updates?
2. Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
3. Are you meeting service levels across your business?