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Revision as of 15:39, August 20, 2018
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 Call Routing |
Route voice interactions to the best skilled resource |
Customer Engagement |
Inbound |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: When your customers call, they want to speak with someone who can fulfill their need quickly. If they encounter excessive wait times or are connected to people who don’t have the right expertise — resulting in unnecessary transfers, hold time, and repetition — your customer experience scores suffer.
Platform Solution: Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skill-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.
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 | Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score |
Increased Revenue | The ability to route a sales call to the best skilled sales representative increases sales conversions |
Reduced Transfers | Reduce the need for help or transfers by routing interaction to most qualified resource. |
High Level Flow
High Level Flow Steps
- A customer decides to call the company
- Self-service options are presented
- The customer elects to speak to an agent
- The customer is queued for a highly skilled agent
- Wait time is long, so priority increases as customer waits
- Target is expanded to include additional agent skills
- The customer is connected to a skilled agent who has full journey history
Data Sheet Image
Canonical Sales Content
Personas
- Chief Digital Officer
- Contact Center Supervisor / Manager
- Head of Customer Experience
Qualifying Questions
- Do you give customers a self-service option for easy inquiries and updates?
- Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
- Are you meeting service levels across your business?
Pain Points (Business Context)
Desired State - How to Fix It