Difference between revisions of "CE01/Canonical"
From Genesys Documentation
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{{SMART Canonical | {{SMART Canonical | ||
| + | |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Experience, Head of Customer Service | ||
| + | |QualifyingQuestions=# How easy is it for your customers to get repetitive or easy issues fixed? | ||
| + | # How often do your customers have first contact resolution? | ||
| + | # How often is a transfer required, due to agents’ experience or knowledge? | ||
| + | # What service level issues are you experiencing? | ||
| + | |DataSheetImage=CE09 - genesys ivr personalization - header (2).png | ||
|PlatformChallenge=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. | |PlatformChallenge=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. | ||
|PlatformSolution=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. | |PlatformSolution=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. | ||
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8ac2b6a1-e316-4f2f-92b5-9c157029e698/0 | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8ac2b6a1-e316-4f2f-92b5-9c157029e698/0 | ||
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|CanonicalBenefit=Shorter wait times and faster, more accurate resolutions make better customer experiences. | |CanonicalBenefit=Shorter wait times and faster, more accurate resolutions make better customer experiences. | ||
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Revision as of 09:27, October 14, 2019
Contents
Important
This information is shared by CE01 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 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
.png)
Canonical Sales Content
Personas
- Contact Center Supervisor / Manager
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- How easy is it for your customers to get repetitive or easy issues fixed?
- How often do your customers have first contact resolution?
- How often is a transfer required, due to agents’ experience or knowledge?
- What service level issues are you experiencing?
Pain Points (Business Context)
Desired State - How to Fix It
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