Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL05"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID=Improved Employee | + | |UCBenefitID=Improved Employee Occupancy |
|UCBenefit=Prioritizing and presenting leads to sales reps reduces idle time, increases throughput and improves their utilization. | |UCBenefit=Prioritizing and presenting leads to sales reps reduces idle time, increases throughput and improves their utilization. | ||
}}{{SMART Benefits | }}{{SMART Benefits | ||
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'''Lead Grading''' | '''Lead Grading''' | ||
| − | * Genesys iWD solution is responsible for the capture, classification, prioritization of leads. The powerful Genesys Rules Engine defines and sorts the leads according to the business imperatives laid down by the business and supported by IT. This lead sorting is reviewed at regular time intervals to stay aligned with these Business imperatives. This means business users will manage the outcomes of the processing logic by changing or implementing business rules, through a simple business friendly GUI. | + | |
| + | *Genesys iWD solution is responsible for the capture, classification, prioritization of leads. The powerful Genesys Rules Engine defines and sorts the leads according to the business imperatives laid down by the business and supported by IT. This lead sorting is reviewed at regular time intervals to stay aligned with these Business imperatives. This means business users will manage the outcomes of the processing logic by changing or implementing business rules, through a simple business friendly GUI. | ||
'''Lead Distribution''' | '''Lead Distribution''' | ||
| − | * In addition to the capture and prioritizing of leads, Genesys Enterprise Workload Management solution is also responsible for delivering the leads to the correct resource at the right time in order to convert the lead to a sale. This solution leverages the Genesys core routing engine to the back or front office, identifying the available resources with the required skill set and targeting the most urgent lead to that resource. | + | |
| + | *In addition to the capture and prioritizing of leads, Genesys Enterprise Workload Management solution is also responsible for delivering the leads to the correct resource at the right time in order to convert the lead to a sale. This solution leverages the Genesys core routing engine to the back or front office, identifying the available resources with the required skill set and targeting the most urgent lead to that resource. | ||
'''Benefits of iWD Lead Management''' | '''Benefits of iWD Lead Management''' | ||
| − | * Visibility into how leads are processed by employees | + | |
| − | * “Managing” items for telesales and marketing rather than relying on people to choose their leads to work on | + | *Visibility into how leads are processed by employees |
| − | * Rigorously applying skills-based routing to match lead types to the right skilled resources | + | *“Managing” items for telesales and marketing rather than relying on people to choose their leads to work on |
| − | * Prioritizing and Re-Prioritizing leads based on various business rules | + | *Rigorously applying skills-based routing to match lead types to the right skilled resources |
| − | * Dynamically matching the demand of leads with the supply of skilled resources throughout the day | + | *Prioritizing and Re-Prioritizing leads based on various business rules |
| − | * Providing visibility through real-time and historic metrics | + | *Dynamically matching the demand of leads with the supply of skilled resources throughout the day |
| + | *Providing visibility through real-time and historic metrics | ||
|UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | ||
|PainPoints=* No visibility into lead queues and backlogs | |PainPoints=* No visibility into lead queues and backlogs | ||
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Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | ||
| − | |||
|CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. | |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. | ||
*Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. | *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. | ||
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|Cloud_Assumption=This use case is not available in the cloud | |Cloud_Assumption=This use case is not available in the cloud | ||
}} | }} | ||
| + | |DocVersion=v 1.0.2 | ||
}} | }} | ||
Revision as of 11:00, March 30, 2020
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Important
The PS material for this use case has not been finalized. Please contact your local CSD for effort estimates and scope details of this use case.No 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.