Difference between revisions of "BO04/Canonical"
m (1 revision imported) |
|||
| Line 6: | Line 6: | ||
}} | }} | ||
{{SMART Canonical | {{SMART Canonical | ||
| − | |||
| − | |||
| − | |||
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service | |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service | ||
|QualifyingQuestions=Do you experience frequent task transfer due to missing interaction context or competences? | |QualifyingQuestions=Do you experience frequent task transfer due to missing interaction context or competences? | ||
| Line 17: | Line 14: | ||
Are your teams working in silos without having possibility for automated resource sharing? | Are your teams working in silos without having possibility for automated resource sharing? | ||
| + | |DataSheetImage=B004.jpg | ||
| + | |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 and managing work based on customer and other data. | ||
| + | |PlatformSolution=Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions. | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e48fa659-0d5f-4152-9a9c-8f04838d1437/0 | ||
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
Revision as of 10:05, January 15, 2020
Contents
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 Personalized Task Distribution |
Push tasks to workers' personal queues based on multiple data sources |
Business Optimization |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: 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 and managing work based on customer and other data.
Platform Solution: Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.
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 Customer Experience | Personalize work item distribution based on customer context to help people faster. |
| Improved Employee Utilization | More intelligently distribute tasks to available staff to increase productivity. |
| Reduced Interaction Transfers | Use customer information to route work to the right resources the first time. |
High Level Flow
High Level Flow Steps
- Source Systems identified and key attributes defined and related to Genesys
- Tasks are captured from source systems and passed to Genesys with key attributes
- Genesys consumes captured tasks, and applies key attributes
- Ready to use key attributes to apply classification and prioritization rules
Data Sheet Image
Canonical Sales Content
Personas
- Head of Business Units
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
Do you experience frequent task transfer due to missing interaction context or competences?
Do you often fail promises or SLA delivery commitments?
Are your teams working in silos without having possibility for automated resource sharing?
Pain Points (Business Context)
Desired State - How to Fix It