Difference between revisions of "BO02/Canonical"

Latest revision as of 21:11, November 9, 2021

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 Work and Lead Distribution	Optimizing work distribution across the enterprise to deliver all promises on time	Business Optimization	Digital	No draft	GenesysEngage-onpremises PureConnect

Canonical Information

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 to improve productivity and enhance the overall interaction experience. Genesys pulls work from multiple systems to create a single list, then automatically categorize, prioritizes, and routes work and captured leads to the best qualified employee anywhere in your company. Eliminate “cherry-picking” and misrouting to 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

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

Are you failing to deliver on customer promises?
Do you have lack of visibility into operational performance?
Do you have employees working in silos without resource sharing?
Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
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

@@ Line 2: / Line 2: @@
 |SolutionCategory=BO
 |Solution=Digital
-|Title=Genesys Work Distribution
+|Title=Genesys Work and Lead Distribution
 |Subtitle=Optimizing work distribution across the enterprise to deliver all promises on time
 }}
 {{SMART Canonical
-|PlatformChallenge=Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way of distributing & managing work stored in disparate enterprise systems.
+|PlatformChallenge=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.
-|PlatformSolution=Automate the distribution of work 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 for prioritization and equitable assignment of work to available skilled resources.
+|PlatformSolution=Automate the distribution of work and leads to improve productivity and enhance the overall interaction experience. Genesys pulls work from multiple systems to create a single list, then automatically categorize, prioritizes, and routes work and captured leads to the best qualified employee anywhere in your company.  Eliminate “cherry-picking” and misrouting to process work and leads faster and more efficiently for better resource planning, equitable work assignment, and conversion rates.
 |PainPoints=*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
+*Work items split across CRM, ERP, BPM, and other enterprise systems
-*Employee’s cherry pick work
+*Employee’s cherry pick work and leads, items pulled rather than pushed to employees
-*Work items are pulled rather than pushed to employees
+*Unable to plan omnichannel resourcing to match peak online activity
-*Unable to plan omni-channel resourcing to match peak online activity
+*Leads are not handled by employees in time and may get lost
-|DesiredState=*Single global task list (both real-time and offline)
+*Unable to plan omnichannel resourcing to match peak online activity
-*Real time and continuous prioritization of work
+*Unable to measure and report on employee utilization
+<br />
+|DesiredState=*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 input
+*Consolidated Employee Desktop with full context of the work item or lead
-*Equitable distribution of work items across employee base
+*Equitable distribution of work items or sales leads across employee base
 *Insights into workforce skills and proficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0
-|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
+<br />
-|QualifyingQuestions=# Are you failing to deliver on customer promises?
+|HighLevelFlowLucid=e37522ca-a290-4714-ae77-4f7518813b08
-# Do you have lack of visibility into operational performance?
+|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service, Head of Ecommerce, Head of Sales, Head of Sales Operations
-# Do you have employees working in silos without resource sharing?
+|QualifyingQuestions=#Are you failing to deliver on customer promises?
+#Do you have lack of visibility into operational performance?
+#Do you have employees working in silos without resource sharing?
+#Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
+#Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
+#Are you interested in improving conversion rates through automation and contact center routing practices?
 |DataSheetImage=B002.jpg
-}}
-{{SMART DataSheetFlow
-|Flow=Key attributes applied to work for classification (Genesys Engage only) and prioritization rules
-}}
-{{SMART DataSheetFlow
-|Flow=Prioritize work in Universal queue
-}}
-{{SMART DataSheetFlow
-|Flow=Continuous monitoring of resource availability
-}}
-{{SMART DataSheetFlow
-|Flow=Distribute to most skilled resource and available resource
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition Rate
+|CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Engage only)
+|CanonicalBenefit=Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates.
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Reduced Employee Attrition
-|CanonicalBenefit=Automate the assignment of a variety of tasks to available staff to increase productivity
+|CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only)
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Employee Utilization
-|CanonicalBenefit=Create a single work list that is prioritized and worked to meet service levels
+|CanonicalBenefit=Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity.
 }}