CE20 - Titles and Canonical Info

Important

This information is shared by CE20 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Personalized Digital Routing	Apply personalized routing to digital interactions	Customer Engagement	Digital	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Customers expect to be connected with the best available agent, and for the agent to know their history and status from all communication channels — email, messaging, and chat. But if your interaction channels operate in silos, your agents are operating at a disadvantage and customers get frustrated.

Platform Solution: Give customers hyper-personalized experiences by routing them to the best resource. Move beyond queue-based routing to improve customer satisfaction and reduce operational costs. Enable the best possible business outcome across every digital channel.

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	Increase satisfaction by using context and rules to reduce effort and personalize interactions.
Increased Revenue	Improve up-sell and cross-sell conversion rates by routing to the best skilled agent.
Reduced Handle Time	Determine intent and identity, and use context data and journey info to route requests to the best agent.

High Level Flow

High Level Flow Steps

1. A customer is looking for information
2. The customer sends a request on a digital channel.
3. Based on customer journey and customer profile, value is determined
4. The request is sent to the best available agent
5. Agent sees full interaction and context in desktop

Canonical Sales Content

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Personas

• Chief Digital Officer
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. Do you manage your customers’ interactions in silos?
2. Can you connect a customer to the right skilled resource anywhere in your business?
3. Do you use Customer Context (including journey information) to determine request priority and personalize response?