Difference between revisions of "UseCases/Current/GenesysCloud/CE01"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
| + | |ID= | ||
| + | |Title= | ||
| + | |Offering= | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
|UCBenefitID=Increased Sales Conversions | |UCBenefitID=Increased Sales Conversions | ||
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|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing. | |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing. | ||
}} | }} | ||
| + | |UCIntro=Genesys Call Routing (CE01) will be consolidated into {{Link-SomewhereInThisVersion|manual=PureCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. | ||
|UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. | |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. | ||
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After the initial implementation, customers can enhance the service with more Genesys routing capabilities. | After the initial implementation, customers can enhance the service with more Genesys routing capabilities. | ||
| + | |Description= | ||
|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts | |PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts | ||
* High staffing costs to meet service levels | * High staffing costs to meet service levels | ||
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*As customers wait in queue, remove skill requirements to expand the pool of available agents | *As customers wait in queue, remove skill requirements to expand the pool of available agents | ||
*Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting | *Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting | ||
| + | |BuyerPersonas= | ||
| + | |QualifyingQuestions= | ||
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
|SellableItems=PureCloud 2 or greater | |SellableItems=PureCloud 2 or greater | ||
| + | |CloudAssumptions= | ||
|CloudAssumptionsAdditional_Sales=Capabilities Assumption: | |CloudAssumptionsAdditional_Sales=Capabilities Assumption: | ||
* The full use case outlined here available in PureCloud. | * The full use case outlined here available in PureCloud. | ||
|PremiseAssumptions=N/A | |PremiseAssumptions=N/A | ||
| + | |PremiseAssumptionsAdditional_Sales= | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0 | ||
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** And more | ** And more | ||
|HistoricalReporting=Same with real-time reporting. | |HistoricalReporting=Same with real-time reporting. | ||
| + | |DocVersion=v 1.2.1 | ||
|GeneralAssumptions=N/A | |GeneralAssumptions=N/A | ||
|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
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|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| + | |PremiseAssumptionsAdditional= | ||
| + | |SMART_CloudAssumptions= | ||
|CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method. | |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method. | ||
*Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. | *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. | ||
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*Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | ||
*Integrations with third-party systems are out-of-scope for this use case. | *Integrations with third-party systems are out-of-scope for this use case. | ||
| − | | | + | |Requires= |
| + | |Conditions= | ||
}} | }} | ||
Revision as of 15:08, May 27, 2020
No results
Important
Genesys Call Routing (CE01) will be consolidated into #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/CE01).
and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. No results
Contents
Use Case Overview
Story and Business Context
Info needed.
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
*You can sort all use cases according to their stated benefits here: Sort by benefits
Summary
Info needed.
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
Info needed.
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
Needs info.