CE16/Canonical

Important

This information is shared by CE16 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Email Routing	Route email interactions to the best skilled resource	Customer Engagement	Digital	No draft	GenesysCloud GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.

Platform Solution: Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.

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	Customers enjoy a faster, more personalized experience through their preferred channel.
Improved First Contact Resolution	Routing emails to the best-fit agent ensures the right skills for faster resolution.
Reduced Handle Time	Email automation tools increase agent productivity for faster handling of email interactions. 

High Level Flow

High Level Flow Steps

1. A customer is looking for information
2. The customer sends an email
3. The request is sent to the best available agent
4. The agent sees the full email context in desktop

Canonical Sales Content

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Personas

• Chief Digital Officer
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. Do you manage your customers’ interactions in silos?
2. Can you connect a customer to the right skilled resource anywhere in your business?
3. Are your emails delivered using group email boxes?