Difference between revisions of "BO07/Canonical"
From Genesys Documentation
m (1 revision imported) |
|||
| Line 8: | Line 8: | ||
|BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of IT Infrastructure | |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of IT Infrastructure | ||
|QualifyingQuestions=# Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs? | |QualifyingQuestions=# Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs? | ||
| − | # Can you see how many customers attempted self service but opted out? Do you know why they called in the first place? | + | # Can you see how many customers attempted self service but opted out? Do you know why they called in the first place? (Available in PureConnect 1H2019) |
# Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers) | # Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers) | ||
| − | |PlatformChallenge=You need quick and easy access to insights that will help you | + | |DataSheetImage=BO07.jpg |
| − | |PlatformSolution=Improve the customer and employee experience by giving business users a full view into | + | |PlatformChallenge=You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer. |
| + | |PlatformSolution=Improve the customer and employee experience by giving business users a full view into real-time agent and workgroup activity and tools to take timely action. Genesys KPI Insights monitors performance against operational goals and provides simple filtering, drill-down and reporting to address service issues in a snap. | ||
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/dce4d5bb-8dba-406a-8ae5-174ab6c52e05/0 | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/dce4d5bb-8dba-406a-8ae5-174ab6c52e05/0 | ||
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
|CanonicalBenefitID=Improved Customer Experience | |CanonicalBenefitID=Improved Customer Experience | ||
| − | |CanonicalBenefit= | + | |CanonicalBenefit=Use real-time analytics to track performance and identify opportunities to improve customer experience. |
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
Revision as of 10:07, January 15, 2020
Contents
Important
This information is shared by BO07 use cases across all offerings.Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys KPI Insights |
Monitor and analyze interaction data to detect addressable service level anomalies |
Business Optimization |
Inbound |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.
Platform Solution: Improve the customer and employee experience by giving business users a full view into real-time agent and workgroup activity and tools to take timely action. Genesys KPI Insights monitors performance against operational goals and provides simple filtering, drill-down and reporting to address service issues in a snap.
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 First Contact Resolution | Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to identify and understand anomalies. This can improve FCR. |
| Increased Revenue | Manage resources to optimal service levels to increase revenue and improve business outcomes. |
| Reduced Administration Costs | Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to identify and understand anomalies This reduces labor costs. |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Business Analyst
- Head of Contact Center(s)
- Head of IT Infrastructure
Qualifying Questions
- Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?
- Can you see how many customers attempted self service but opted out? Do you know why they called in the first place? (Available in PureConnect 1H2019)
- Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers)
Pain Points (Business Context)
Desired State - How to Fix It
Comments or questions about this documentation? Contact us for support!