Difference between revisions of "BO02/Canonical"
From Genesys Documentation
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{{SMART Canonical | {{SMART Canonical | ||
|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 & managing work stored in disparate enterprise systems. | |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 & managing work stored in disparate enterprise systems. | ||
| − | |PlatformSolution=Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys | + | |PlatformSolution=Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list for prioritization and equitable assignment of work to available skilled resources. |
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0 | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e37522ca-a290-4714-ae77-4f7518813b08/0 | ||
|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 | ||
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# Do you have lack of visibility into operational performance? | # Do you have lack of visibility into operational performance? | ||
# Do you have employees working in silos without resource sharing? | # Do you have employees working in silos without resource sharing? | ||
| + | |DataSheetImage=B002.jpg | ||
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| − | |Flow=Key attributes applied to | + | |Flow=Key attributes applied to work for classification (PureEngage only) and prioritization rules |
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
| − | |Flow=Prioritize | + | |Flow=Prioritize work in Universal queue |
}} | }} | ||
{{SMART DataSheetFlow | {{SMART DataSheetFlow | ||
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{{SMART Benefits | {{SMART Benefits | ||
|CanonicalBenefitID=Improved Employee Attrition Rate | |CanonicalBenefitID=Improved Employee Attrition Rate | ||
| − | |CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right | + | |CanonicalBenefit=Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (PureEngage only) |
}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
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{{SMART Benefits | {{SMART Benefits | ||
|CanonicalBenefitID=Improved Customer Experience | |CanonicalBenefitID=Improved Customer Experience | ||
| − | |CanonicalBenefit=Create a single | + | |CanonicalBenefit=Create a single work list that is prioritized and worked to meet service levels |
}} | }} | ||
Revision as of 17:11, November 19, 2019
Contents
Important
This information is shared by BO02 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 Work Distribution |
Optimizing work distribution across the enterprise to deliver all promises on time |
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 & managing work stored in disparate enterprise systems.
Platform Solution: Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list for prioritization and equitable assignment of work to available skilled resources.
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 Employee Utilization | Automate the prioritization and assignment of tasks and leads with continuous push distribution to increase productivity. |
| Increased Revenue | Pushing the highest prioritized leads to sales reps help them follow-up quickly with captured leads to improve conversion rates. |
| Reduced Employee Attrition | Apply business rules to multiple work items to ensure staff are assigned the right work, fairly. (Genesys Multicloud CX only) |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Head of Business Units
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Are you failing to deliver on customer promises?
- Do you have lack of visibility into operational performance?
- Do you have employees working in silos without resource sharing?
Pain Points (Business Context)
Desired State - How to Fix It
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