BO01/Canonical

Important

This information is shared by BO01 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Task Import-Batch	Batch process of tasks from files	Business Optimization	Digital	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need to quickly move from spreadsheets to a better way of distributing and managing work.

Platform Solution: Get a fast and easy way to automate the distribution of work to make staff more productive and to enhance the employee and customer experience. Genesys Task Import – Batch makes it easy to capture work items from standard spreadsheets and blend them with customer communications for better workload management.

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	Personalize work item distribution based on customer context to help people faster while also constantly prioritizing, monitoring and escalating tasks to meet service levels.
Improved Employee Occupancy	Quickly and more intelligently distribute work into the hands of available agents to increase productivity.
Reduced Interaction Transfers	Use customer information to route work to the right resources the first time.

High Level Flow

Info needed

Canonical Sales Content

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Personas

• Head of Business Units
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. Are you failing to deliver on customer promises?
2. Do you have lack of visibility into operational performance?
3. Do you have employees working in silos without resource sharing?