Difference between revisions of "UseCases/Current/GenesysCloud/OP02"

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{{SMART UseCase
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|ID=OP01
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|Title=Genesys Business Communications
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|Offering=PureCloud
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|SMART_Benefits={{SMART Benefits
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|UCBenefitID=Reduced Administration Costs
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|UCBenefit=A single, all-in-one platform approach enables you to better control communications while reducing costs. The PureCloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one. Wizard-driven DIY administration eases time and effort to set up and manage.
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}}{{SMART Benefits
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|UCBenefitID=Reduced Deployment Costs
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|UCBenefit=The cloud platform provides fast deployment and provisioning through the ability to auto-sync users from your HR record system, and cost-saving WebRTC softphones vs. expensive hardphones.  Continuous deployment enables fixes and features to be rapidly and automatically delivered—without a heavy upgrade process or downtime.  A scalable cloud architecture enables simple, straightforward, and cost-effective pricing. Instantly deploy new users as needed, when needed – wherever they’re located. The reliable, integrated application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.
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}}{{SMART Benefits
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|UCBenefitID=Reduced IT Operational Costs
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|UCBenefit=The platform provides cost-effective omnichannel customer service calls, email, chats, text, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Applications for outbound campaigns and workforce management complete the solution. The platform supports open interoperability and eliminates vendor lock-in to proprietary hardware. Customers can take advantage of the platform to openly integrate with third-party cloud or premises PBX – or just use the built-in features. The platform also integrates easily to databases, web services, messaging platforms, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets. Desk phones are no longer necessary. Users are able to break free of location and hardware restraints and reduce business communications costs with a simple softphone. Users can make and take calls with just a browser and the Internet.
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}}
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|UCOverview=Companies want to reduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a single platform that empowers both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution.
  
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Companies no longer want to deal with multiple cobbled-together communications solutions. These solutions require more resources to deploy and maintain, increase cost of ownership, and leave the business constantly context-switching without a good way to collaborate across teams and business units. Customers and employees are too important to just maintain the status quo.
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With a unified platform, enterprises smartly connect departments, workgroups, contact centers, branch offices, and remote and mobile workers. The unified platform combines a contact center solution with traditional business telephony functionality, speech-enabled auto-attendant, and real-time collaboration features. For example, video conference, screen share, dynamic team chat, presence management, corporate directory, and document management. 
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In keeping with multi-modality requirements, companies must equip their employees, especially sales force and field organizations, with mobility-based applications that give them the same functionality as their in-office counterparts. This functionality includes a company-wide directory with real-time presence and geolocation indicators, call controls and voicemail, find-me/follow-me, video and voice conferencing, ad hoc call recording, and unified messaging. Employees must also have access to contacts and communications from anywhere, on any device—including native mobile applications. Selecting a unified platform that supports traditional and digital communication capabilities can bridge the gap between the contact center and the rest of the business, and become a competitive advantage.
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|UCSummary=This use case offers basic PBX functionality, together with rich collaboration features. Features include:
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* IP PBX call processing
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* Auto-attendant
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* Desktop phone features
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* WebRTC softphone
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* Real-time presence management
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* On-demand call recording
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* Voice and video conferencing
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* Screen- and file-share
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* Corporate and workgroup directories
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* Instant messaging
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* Voicemail and unified messaging
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* Document management
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* Multilingual support
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This complete functionality is built into the PureCloud Communicate license, available as low as $19.99 per user per month (with annual prepay). PureCloud Communicate complements the contact center sales: lead with contact center and evaluate back office opportunity for business users.
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|PainPoints=* The customer's current enterprise PBX is no longer under warranty.
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* There is uncertainty whether current infrastructure is being maintained by the manufacturer.
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* The customer is spending too much money maintaining outdated equipment.
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* The customer has to outsource support for an enterprise PBX.
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* The customer owns multiple siloed PBX platforms.
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* Existing PBX is managed and maintained as a solution separately from PureCloud.
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* Existing PBX does not easily scale.
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* The customer manages separate, siloed applications and vendors for employee collaboration (eg, directory, chat, video, document management).
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|DesiredState=* Add enterprise users onto the PureCloud infrastructure that the customer currently uses for contact center.
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* Allows single source of administration and support.
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* Software revisions are released consistently to provide continuous innovation to PureCloud business communications features.
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* Support and maintenance for both PBX and contact center is consolidated into one platform.
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* PureCloud Communicate greatly reduces overall solution complexity which makes it easier to use and manage.
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* Supports growth through simple licensing to deliver exactly what the customer needs when needed.
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|BusinessImageFlow={{SMART BusinessImageFlow
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|BusinessFlow=Inbound PBX Call or Call to a Business User
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|BusinessImage=https://www.lucidchart.com/documents/edit/bbafce35-04a3-45a3-b53f-cd34a52e4704/0
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|BusinessFlowDescription=Call options provided
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# <span class="inline-comment-marker" data-ref="b73c6ed7-4758-4058-ae3a-3d3508072d55">The call routes to a business user via Direct Inward Dial (DID) ''See flow at bottom for Company Directory example.''</span>
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# The business user uses the client to pick up the call.
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## If the business user has find-me/follow-me configured, the call routes to the configured forward number.
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## If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voicemail.
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# Unified communications provides notification of pending voicemail.
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ACD user connects to Business user via chat
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# The ACD user searches Directory to find a SME (based on name, department, title or skills).
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# The ACD user reaches out to the back office SME via chat tool.
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ACD user connects to Business user via video
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# The ACD user searches Directory to find a SME (based on name,department, title or skills).
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# The ACD user initiates an internal video and receive product training via screen share tool.
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ACD user connects to Business user via mobile application
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# The ACD user can still reach Business users in the field via mobile device.
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The Company Directory feature allows customers to call an IVR and say the name of the PureCloud user they want to reach.
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# Customer contacts a PureCloud user that does not have a DID (or they do not know the DID).
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# Customer calls the main IVR # and says the name of the PureCloud user they want to reach.
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# The system automatically connects the caller to the PureCloud user.
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# Notes:"https://help.mypurecloud.com/articles/enable-company-directory-support-menus/"
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}}{{SMART BusinessImageFlow
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|BusinessImage=https://www.lucidchart.com/documents/edit/641536f4-a37b-4508-a839-03f2766cb40a/0
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|BusinessFlowDescription=ACD user connects to PBX user
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1. The ACD agent reaches out to a subject matter expert in the enterprise.
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2. The ACD user sees the status of the subject matter expert in the client.
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3. The ACD user performs a warm-transfer to the subject matter expert.
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}}
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|BusinessLogic=N/A
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|DistributionLogic=An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.
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# The ACD agent needs to reach out to a SME in the enterprise.
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# The ACD agent can see the status of the SME in the client.
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# The ACD agent can perform a warm-transfer to the SME.
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ACD user connects to business user via chat
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# The ACD agent reaches out to a SME in the enterprise.
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# The ACD agent sees the status of the SME in the client.
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# ACD user reaches out to the back office SME via chat.
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ACD user connects to business user via video
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# The ACD agent reaches out to a SME in the enterprise.
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# The ACD agent sees the status of the SME in the client.
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# ACD user reaches out to back office SME via video.
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ACD user connects to business user via mobile application
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# The ACD agent reaches out to a SME in the enterprise.
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# The ACD agent sees the status of the SME in the client.
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# ACD user can still reach business users in the field via mobile device.
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The Company Directory feature allows customers to call an IVR and say the name of the PureCloud user they want to reach.
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# Customer contacts a PureCloud user that does not have a DID (or they do not know the DID).
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# Customer calls the main IVR # and says the name of the PureCloud user they want to reach.
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# The system automatically connects the caller to the PureCloud user.
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# Notes: https://help.mypurecloud.com/articles/enable-company-directory-support-menus/.
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|CustomerInterfaceRequirements=N/A
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|AgentDeskRequirements=See the PureCloud Installation and Configuration Guide: [https://help.mypurecloud.com/articles/purecloud-apps/ https://help.mypurecloud.com/articles/purecloud-apps/.]
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'''Web app'''
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Access your PureCloud account from almost any computer with the web app. Use a web browser, such as Chrome or Firefox, to log on to PureCloud without downloading an app.
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'''Mobile apps'''
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Use the mobile app to stay connected to your org directory and chats, even when you are away from your office. We offer apps for iPhone and Android phones.
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'''Desktop app'''
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Keep PureCloud separate from your browser and other work with the desktop app. The desktop app allows you to open PureCloud automatically at startup and run it in the background. Download the desktop app for Windows or Mac.
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|RealTimeReporting=Due to the continuous evolution, the features available in PureCloud change rapidly. Please see the PureCloud Resource Center for latest features at http://help.mypurecloud.com. The following are examples of PureCloud historical and real-time views that provide relevant insights:
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Business User Reporting
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* Interactions. The Interactions view provides detailed information on both historical and real-time interactions.
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* Call Detail Reporting (if leveraging voice from Genesys Telecom). This report tracks your organization’s consumption of PureCloud Voice services, including information about call origin and destination, and the type of call.
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Contact Center Reporting
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* Agent
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* Agent views provide metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skills, languages, wrap-up codes, and more.
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* Queue
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* A number of views provide insight into both real-time and historical queue activity.
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* The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
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* Reports
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* PureCloud has a full library of canned reports available in PDF and XLSX formats.
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* Supervisors can filter these reports by dates, users, queues, and more.
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* Supervisors can download reports from the PureCloud user interface.
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* Supervisors can schedule reports to run and download in batch.
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* Other views include, but are not limited to:
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* WFM
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* Quality
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* Outbound
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* Scheduled Callbacks
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* Campaigns
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|HistoricalReporting=N/A
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|SMART_HybridAssumptions={{SMART HybridAssumptions
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|Hybrid_Assumption=ver 1.0.0
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}}
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|GeneralAssumptions=* The customer is an existing PureCloud customer.
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* Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/PureCloud/OP04 Draft  Genesys Voice Services (OP04) for PureCloud]
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|CustomerAssumptions=N/A
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|Optional=OP04
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|SMART_PremiseAssumptions={{SMART PremiseAssumptions
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|Premise_Assumption=There are no premises-specific assumptions.
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}}
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|SMART_CloudAssumptions={{SMART CloudAssumptions
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|Cloud_Assumption=The customer is an existing PureCloud customer.
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}}
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}}

Revision as of 10:49, January 8, 2019

This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions

What's the challenge?

CRM information and the contact center traditionally been silo'ed, but they don't have to be. The contact center can leverage integrations to the CRM to provide a superior customer experience and more efficient handling of calls through improved routing decisions and the surfacing of critical context to the agent as the call is delivered to them.

What's the solution?

Using information stored in the CRM regarding your customer and their prior interactions with your business can be used to great effect by the Contact Center. Data enabling your IVR allows for the customer experience to be more personalized, addressing the caller by name and confirming critical information prior to reaching an agent. Lastly, the information gathered from the CRM can be surfaced directly to the agent.

Use Case Overview

Story and Business Context

CRMs and the contact center often coexist, serving as complimentary pieces to the customer experience puzzle. The contact center can use information stored in the CRM about your customer and their prior interactions with your business to provide a more personalized, meaningful, and effective customer experience. Data enables your IVR to make the customer experience more personalized, addressing the caller by name and confirming critical information before they ever reach an agent. This data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry. Once a queue is chosen, the system selects the appropriate skills an agent in that queue should have to properly handle this inquiry. The system provides the ACD engine all the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they receive the call. The agent will have all the necessary context to quickly and efficiently handle the call.

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:

Use Case Benefits Explanation
Improved Customer Experience Personalize IVR experience and improve routing efficiency creating an improved overall customer experience.
Improved First Contact Resolution Improved FCR by enabling more intelligent routing.
Reduced Handle Time Reduced handle times by providing critical interaction context directly to the agent desktop
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

Genesys Cloud CX supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud CX also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab).


Use Case Definition

Business Flow

Business Flow Description

Business Flow Description

  1. Call enters the IVR.
  2. Based on the customer's phone number, the data action searches for records in the CRM.
    • 2a Caller is identified. CRM record types can include contacts, accounts, cases, custom objects, etc.
    • 2b Caller is not identified. If the caller is not identified based on phone number, the customer can be prompted for other identifying information to locate the contact.
  3. Caller is addressed by name.
  4. Key information from the CRM record is used to make routing decisions and select the appropriate queue.
    • Examples: Subscription level, priority account, products purchased, and NPS.
  5. Information from CRM record is used to set up to five skills required to handle the interaction.
    • Examples: Language, product knowledge, and account retention specialty.
  6. Reference to the CRM record is attached to the interaction using a Set Participant Data action.
  7. The ACD system routes to the available agent with the designated skills in the selected queue.
  8. Agent is presented with the call in a client embedded inside their CRM.
    • Alerting call includes information the agent needs to begin the conversation.
      • Examples: Queue call in on, skills on the interaction, subscription level.
  9. The agent answers call using client embedded inside the CRM.
  10. The embedded client performs screenpop to the CRM record used in the IVR.

Business and Distribution Logic

Business Logic

Distribution Logic

User Interface & Reporting


Agent UI

There are two methods to deliver a screen pop, either use an agent script or agent UI embedded into the CRM.


Reporting

Real-time Reporting

There is no applicable content.

Historical Reporting

There is no applicable content.

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



Customer Responsibilities

  • Customer has a CRM.
  • Assumes CRM has web service endpoints to access records.
  • Assumes they are not using sensitive data to make routing decisions.



Document Version

  • Version V 1.0.2 last updated January 8, 2019

Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysCloud/OP02 (2025-06-19 02:34:12)"
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