CE09/Canonical

Important

This information is shared by CE09 use cases across all offerings.

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 IVR Personalization	Increase self-service by personalizing your IVR	Customer Engagement	Self-Service and Automation	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.

Platform Solution: Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

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 Containment Rate	Help customers service themselves quickly and easily so they don’t want to speak to an agent.
Improved Customer Experience	Personalize the self service experience to make it fast and effortless.
Improved First Contact Resolution	Use dynamic menus for self service options, and transfers, to resolve issues the first time.

High Level Flow

High Level Flow Steps

1. Customer calls
2. Customer is identified and verified
3. The IVR detects that the customer is eligible for an upgrade
4. The IVR plays a personalized menu for the customer asking if they are interested in the upgrade
5. Customer agrees to upgrade
6. Transferred to complete upgrade (whether via agent or via self-service IVR)

Data Sheet Image

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Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Customer Experience

Qualifying Questions

1. What is your IVR(s) containment rate?
2. Do all callers get the same experience in your IVR, or is it personalized?
3. Would you like to treat your VIP customers to a better experience?