Difference between revisions of "CE10/Canonical"

Revision as of 14:23, February 10, 2020

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 Multimodal IVR	Present your customers with a visual way to complete or complement voice interactions	Customer Engagement	Self-Service and Automation	No draft	GenesysEngage-onpremises

Canonical Information

Platform Challenge and Solution

Platform Challenge: Listening to and entering complex information on an IVR is challenging due to the limitations of DTMF and speech recognition input modes. This leads to low self-service rates, poor customer experience and higher cost to serve.

Platform Solution: Present and capture complex information visually on a smartphone app whilst keeping the IVR call open. This enables users to process information faster and more easily complete their task. Finally, it also enables users to transfer to a live agent if necessary, passing context to the agent.

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	Enables users to complete tasks faster and more efficiently.
Improved First Contact Resolution	Present users with personalized menus and options based on context.
Reduced Handle Time	Capturing complex information visually will reduce IVR dropouts and increase self-service.

High Level Flow

High Level Flow Steps

Customer calls your company to update his address
In the IVR, the customer is asked if he is on a smartphone and would like to enter his address from there
Customer accepts
A text message is sent
Customer clicks link in text and is brought to mobile webpage
Customer can enter new address
Completes transaction (via voice or transfer to agent if needed)

Data Sheet Image

Canonical Sales Content

Personas

Chief Information Officer
Head of Contact Center(s)
Head of Customer Experience
Head of Customer Service

Qualifying Questions

Do you want to increase identification rates on your IVR?
Do you want to increase self-service?
Do you want to reduce default routing?

Pain Points (Business Context)

Desired State - How to Fix It

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |BuyerPersonas=Chief Information Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-|QualifyingQuestions=# Do you want to increase identification rates on your IVR?
+|QualifyingQuestions=#Do you want to increase identification rates on your IVR?
-# Do you want to increase self-service?
+#Do you want to increase self-service?
-# Do you want to reduce default routing?
+#Do you want to reduce default routing?
-|DataSheetImage=CE10 - genesys multimodel ivr - header (2).png
+|DataSheetImage=CE10 - genesys multimodel ivr - header.png
 |PlatformChallenge=Listening to and entering complex information on an IVR is challenging due to the limitations of DTMF and speech recognition input modes. This leads to low self-service rates, poor customer experience and higher cost to serve.
 |PlatformSolution=Present and capture complex information visually on a smartphone app whilst keeping the IVR call open. This enables users to process information faster and more easily complete their task. Finally, it also enables users to transfer to a live agent if necessary, passing context to the agent.