BO02/Canonical

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This information is shared by BO02 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Work and Lead Distribution	Optimizing work distribution across the enterprise to deliver all promises on time	Business Optimization	Digital	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: You need a better way of distributing & managing work stored in disparate enterprise systems.  You need your team to get more conversions in less time. When work or leads are not automatically distributed to the best available skilled resource, the result is a negative impact to customer promises, workloads, SLAs, churn, and sales conversions.

Platform Solution: Automate the distribution of work and leads from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list that automatically organizes, prioritizes, and routes work and captured leads (with context) to the best qualified rep anywhere in your company.  Eliminate “cherry-picking” and misrouting, so reps can process work and leads faster and more efficiently, for better resource planning, equitable work assignment and conversion rates.

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 Employee Utilization	Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity.
Increased Revenue	Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates.
Reduced Employee Attrition	Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only)

High Level Flow

Info needed

Data Sheet Image

Canonical Sales Content

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Personas

• Head of Business Units
• Head of Customer Experience
• Head of Customer Service
• Head of Ecommerce
• Head of Sales
• Head of Sales Operations

Qualifying Questions

1. Are you failing to deliver on customer promises?
2. Do you have lack of visibility into operational performance?
3. Do you have employees working in silos without resource sharing?
4. Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
5. Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
6. Are you interested in improving conversion rates through automation and contact center routing practices?

Pain Points (Business Context)

• Unable to measure and report on employee utilization
• No visibility into work item queues and backlogs
• Work items split across CRM, ERP, BPM, and other enterprise systems
• Employee’s cherry pick work and leads, items pulled rather than pushed to employees
• Unable to plan omnichannel resourcing to match peak online activity
• Leads are not handled by employees in time and may get lost
• Unable to plan omnichannel resourcing to match peak online activity
• Unable to measure and report on employee utilization

Desired State - How to Fix It

• Single global task list (both real time and offline)
• Real-time and continuous prioritization of work
• Automation of SLA Management
• Consolidated Employee Desktop with full context of the work item or lead
• Equitable distribution of work items or sales leads across employee base
• Insights into workforce skills and proficiency