CE34/Canonical

Important

This information is shared by CE34 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Messaging	Offer a powerful new way for customers to connect with you directly in Messages	Customer Engagement	Digital	No draft	GenesysCloud GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.

Platform Solution: Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies

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	Seamless omnichannel experience using single customer experience platform on preferred channel
Improved Employee Utilization	Reduced calls, self-service options and agents can manage multiple chat conversations simultaneously
Increased Revenue	Increase revenue and reduce customer churn with improved resolution of business outcome.

High Level Flow

High Level Flow Steps

1. Customer is looking for assistance
2. Customer initiates a conversation on desktop or mobile device
3. Chatbot captures context and intent
4. - EITHER: Bot helps customer resolve request THEN Survey 
(Optional)
5. - OR: transferred to agent for assistance THEN Agent resolves request

Data Sheet Image

Canonical Sales Content

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Personas

• Chief Digital Officer
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1.How do you plan to support new messaging channels that your customers demand?

2.Do you have support for Apple Business Chat or WhatsApp yet?

3.What is your company's app strategy? Do you offer mobile apps and what do they do? (this helps to assess potential for "deep linking"?

4.What are your competitors doing with messaging?

Pain Points (Business Context)

• Customers will demand and expect messaging channels. If companies do not support it quickly, they can lose out to competitors who offer it
• Difficult to support increasing number of digital channels
• Unable to share context across channels
• Agents are unable to manage conversations across channels in single desktop interface
• Potential for customer frustration and long resolution times
• Cannot manage a complete interaction within single channel
• Voice channel can be inconvenient for consumers

Desired State - How to Fix It

• Enable feature-rich conversations across messaging channels
• Enable end-to-end encrypted conversation via WhatsApp
• Provide agents with complete contextual customer information
• Allow agents to handle messaging conversations within the same desktop interface and infrastructure as other contact channels without major retraining on new tools
• Enable intelligent bots for automated interactions
• Enable asynchronous conversations that are convenient for the consumer