Difference between revisions of "UseCases/Current/GenesysCloud/CE01"
From Genesys Documentation
m (Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1") |
|||
| Line 1: | Line 1: | ||
{{SMART UseCase | {{SMART UseCase | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID=Increased | + | |UCBenefitID=Increased Sales Conversions |
| − | |UCBenefit= | + | |UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions. |
| − | |||
| − | |||
| − | |||
}}{{SMART Benefits | }}{{SMART Benefits | ||
|UCBenefitID=Improved Employee Utilization | |UCBenefitID=Improved Employee Utilization | ||
| − | |UCBenefit=Route interactions to the best available agent through automated routing. | + | |UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources. |
| − | |||
| − | |||
| − | |||
}}{{SMART Benefits | }}{{SMART Benefits | ||
|UCBenefitID=Reduced Interaction Transfers | |UCBenefitID=Reduced Interaction Transfers | ||
| − | |UCBenefit=Reduce number of transfers due to better routing | + | |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing. |
}} | }} | ||
| − | |UCOverview= | + | |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. |
| − | |||
| − | |||
| − | |||
| − | + | To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis. | |
| − | + | When companies enable call routing within their Genesys environments, benefits can include: | |
| + | |UCSummary=Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number. | ||
| − | After the initial implementation, customers can enhance | + | After the initial implementation, customers can enhance the service with more Genesys routing capabilities. |
| − | |PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do | + | |PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts |
| − | |||
* High staffing costs to meet service levels | * High staffing costs to meet service levels | ||
* Inefficient use of agents who are responding to simple inquiries or requests | * Inefficient use of agents who are responding to simple inquiries or requests | ||
* Inability to use context of previous interactions to optimize each customer call | * Inability to use context of previous interactions to optimize each customer call | ||
| − | |DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period | + | |DesiredState=*Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period |
| − | * As customers wait in queue, remove skill requirements to expand the pool of available agents | + | *As customers wait in queue, remove skill requirements to expand the pool of available agents |
| − | * Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting | + | *Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting |
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
|SellableItems=PureCloud 2 or greater | |SellableItems=PureCloud 2 or greater | ||
| Line 151: | Line 142: | ||
** And more | ** And more | ||
|HistoricalReporting=Same with real-time reporting. | |HistoricalReporting=Same with real-time reporting. | ||
| + | |DocVersion=v 1.2.0 | ||
|GeneralAssumptions=N/A | |GeneralAssumptions=N/A | ||
|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
| Line 156: | Line 148: | ||
|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| − | |CloudAssumptionsAdditional=* Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method. | + | |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method. |
| − | * Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. | + | *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. |
| − | * All routing options and configuration parameters are configured through PureCloud Architect. | + | *All routing options and configuration parameters are configured through PureCloud Architect. |
| − | * All customer input is via DTMF prompts or menu ASR. | + | *All customer input is via DTMF prompts or menu ASR. |
| − | * Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | + | *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided |
| − | * Integrations with third-party systems are out-of-scope for this use case. | + | *Integrations with third-party systems are out-of-scope for this use case. |
| − | |||
}} | }} | ||
Revision as of 15:22, February 14, 2020
No resultsNo results
Contents
Use Case Overview
Story and Business Context
Info needed.
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
*You can sort all use cases according to their stated benefits here: Sort by benefits
Summary
Info needed.
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
Info needed.
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
Needs info.