CE22/Canonical

Important

This information is shared by CE22 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Digital Callback	Enable customers to request a callback from your website or app	Customer Engagement	Digital	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. For online consumers, who are a click away from the competition — frustration over long hold times or ill-equipped agents — results in lost sales and lower customer experience scores.

Platform Solution: With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting on hold. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help.

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	Offer a return call instead of waiting on hold and prove that you value customers’ time. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
Increased Revenue	Offer another channel to complete the online sales process. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
Reduced Handle Time	Customer Context Data is collected and passed to the agent, thus shortening interaction times shortened due to agent knowing subject matter of request in advance. Agents can review relevant context prior to completing the callback.

High Level Flow

High Level Flow Steps

1. Customer is browsing your website or mobile app
2. Callback option is provided and customer completes form
3. Customer selects a callback for 60 minutes from now
4. One hour later, call is queued up when an agent with the matching skill is available
5. Outbound call placed to customer
6. Announcement is played to customer and they accept the call
7. Customer is connected to the agent who already has the customer information

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1. How do you assist online/mobile customers if they need assisted service?
2. How do you connect online interactions with your contact center?
3. How is your e-commerce conversion rate performing?