CE03/Canonical

Important

This information is shared by CE03 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Callback	Offer callback to queuing callers	Customer Engagement	Inbound	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When callers wait in long queues, customer frustration with your brand goes up right along with your abandonment rate. However, always keeping staff at peak performance level is costly and inefficient. You need a way to distribute calls during peak times to meet your service levels and keep callers happy.

Platform Solution: An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback at a time of their choosing. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.

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	By offering an option to avoid long hold times, you show that you value the customer’s time.
Improved First Contact Resolution	Enable companies to improve customer experience by providing wait time information and call back functionality. Savings from dynamic callback may reduce incoming follow-up call volume related to incoming follow-up or repeat calls.
Reduced Interaction Abandonment	Reduction in callers who abandon while waiting in the queue, then call in again later. Dynamic Voice Callback reduces abandons, reduces time formerly spent waiting in queue before abandoning.

High Level Flow

High Level Flow Steps

1. A customer decides to call the company
2. Wait time is longer than the pre-defined threshold
3. Provide wait time and option for callback
4. Customer chooses callback
5. Customer receives callback
6. Customer is connected to a skilled agent

Canonical Sales Content

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Personas

• Chief Information Officer
• Contact Center Supervisor / Manager
• Head of Customer Experience

Qualifying Questions

1. What is your abandonment rate during peak periods of activity?
2. What alternatives do you offer customers who've been on hold a while?
3. What does it cost you to maintain staff levels for high-activity times versus less active times?