Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL05"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
| + | |ID= | ||
| + | |Title= | ||
| + | |Offering= | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
|UCBenefitID=Improved Employee Occupancy | |UCBenefitID=Improved Employee Occupancy | ||
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|UCBenefit=Easy access to lead context speeds up familiarisation and handle time for sales reps. | |UCBenefit=Easy access to lead context speeds up familiarisation and handle time for sales reps. | ||
}}{{SMART Benefits | }}{{SMART Benefits | ||
| − | |UCBenefitID=Improved | + | |UCBenefitID=Improved Net Promoter Score |
|UCBenefit=Automation of lead follow-up ensures faster responses to prospects, improving their experience. | |UCBenefit=Automation of lead follow-up ensures faster responses to prospects, improving their experience. | ||
}} | }} | ||
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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. | ||
| + | |Description= | ||
|PainPoints=* No visibility into lead queues and backlogs | |PainPoints=* No visibility into lead queues and backlogs | ||
* Employees cherry pick work | * Employees cherry pick work | ||
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* Insights into workforce skills and proficiency | * Insights into workforce skills and proficiency | ||
|BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | |BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | ||
| + | |QualifyingQuestions= | ||
|MaturityLevel=Defined | |MaturityLevel=Defined | ||
|SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | ||
| + | |CloudAssumptions= | ||
|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of PureEngage Cloud to sell | |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of PureEngage Cloud to sell | ||
| + | |PremiseAssumptions= | ||
| + | |PremiseAssumptionsAdditional_Sales= | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|BusinessFlow=====Lead Capture (out of scope for the use case)==== | |BusinessFlow=====Lead Capture (out of scope for the use case)==== | ||
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====Statistics Displayed on lead development representative Desk==== | ====Statistics Displayed on lead development representative Desk==== | ||
The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | ||
| + | |RealTimeReporting= | ||
|HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them. | |HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them. | ||
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). | ||
| + | |GeneralAssumptions= | ||
|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. | ||
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*iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | *iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | ||
|RequiresAll=CE01, BO02 | |RequiresAll=CE01, BO02 | ||
| + | |RequiresOr= | ||
| + | |Optional= | ||
| + | |Exceptions= | ||
| + | |SMART_PremiseAssumptions= | ||
|PremiseAssumptionsAdditional=N/A | |PremiseAssumptionsAdditional=N/A | ||
| + | |SMART_CloudAssumptions= | ||
|CloudAssumptionsAdditional=*Business Calendars will be handled in Designer | |CloudAssumptionsAdditional=*Business Calendars will be handled in Designer | ||
*Customizations of the Business Process and rules is supported through Designer and iWD Manager | *Customizations of the Business Process and rules is supported through Designer and iWD Manager | ||
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*#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | *#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | ||
*#All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media type but the infrastructure behind this capture point will only support work items or work items routed, screen popped and reported through the REST capture point. | *#All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media type but the infrastructure behind this capture point will only support work items or work items routed, screen popped and reported through the REST capture point. | ||
| + | |SMART_HybridAssumptions= | ||
| + | |Requires= | ||
| + | |Conditions= | ||
|DocVersion=v 1.0.1 | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 12:06, April 17, 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.