Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL05"
From Genesys Documentation
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'''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul> | '''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul> | ||
|UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements. | |UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements. | ||
| − | |PainPoints= | + | |PainPoints=* No visibility into lead queues and backlogs |
| − | + | * Employees cherry pick work | |
| − | + | * Leads are not handled by employees in time and may get lost | |
| − | + | * Leads are pulled rather than pushed to employees | |
| − | + | * Unable to plan omni-channel resourcing to match peak online activity | |
| − | * | + | * Unable to measure and report on employee utilization |
| − | * | + | |DesiredState=* Single global list of tasks (both real-time and offline) |
| − | + | * Real time and continuous prioritization of leads | |
| − | + | * Automation of SLA Management | |
| − | * Leads | + | * Consolidated Employee Desktop with full context of the lead |
| − | + | * Equitable distribution of leads across employee base | |
| − | * Leads are pulled rather than pushed to | + | * Insights into workforce skills and proficiency |
| − | * Unable to plan omni-channel | ||
| − | |DesiredState=*Single global | ||
| − | *Real | ||
| − | *Automation of SLA | ||
| − | *Consolidated | ||
| − | *Equitable distribution of | ||
| − | *Insights into workforce skills and | ||
| − | |||
| − | |||
|BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | |BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | ||
|MaturityLevel=Defined | |MaturityLevel=Defined | ||
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For more information on the historical reporting please see the Genesys Work Distribution use case (BO02). | For more information on the historical reporting please see the Genesys Work Distribution use case (BO02). | ||
| − | |DocVersion=v 1.0. | + | |DocVersion=v 1.0.1 |
|CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | ||
*Outbound webhooks can be sent from the capture point back to the lead source system. | *Outbound webhooks can be sent from the capture point back to the lead source system. | ||
Revision as of 11:08, March 10, 2020
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Important
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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
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Use Case Definition
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Business and Distribution Logic
Business Logic
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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.