BO11/Canonical

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Dynamic Case Management
|Subtitle=TBD
}}
{{SMART Canonical
|PlatformChallenge=Contact Center, Back Office and Enterprise employees are challenged with how to handle non linear and human centric process efficiently and efficiently
|PlatformSolution=Providing a no code/low code solution for digital process automation, managing and automating structured and dynamic work, creating delightful omni-channel customer experiences and empowering the business with analytics and insights
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Does your organization handle non-real time interactions such as CRM tickets, BPM tickets, HelpDesk tickets, letters, faxes, social media, web leads or emails ?
# Is your workload repeatable with low level of exceptions (each task is handled absolutely same way with nearly no expectations in the process) ?
# Is the strategy of your company / department / unit to become more efficient from resource perspective ?
# Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day ?
# Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task) ?
# Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process) ?
# Is the prioritization of the workload based on First In First Out approach (the oldest registered goes first) ?
# Does your organization miss possibility to measure and benchmark the performance of task handling by employees with such KPIs like "Average Handling Time per each employee / group of employees on process A / B / C…", "Number of tasks processed with status Closed", "Number of tasks processed with status Pending", "Number of assigned tasks", "Number of Declined tasks" ?
# Does your organization manually reallocate employees from one business unit handling non-voice interactions to help processing the other business unit backlog on daily basis ?
# Does your organization miss possibility to report the fulfillment of SLA per defined process ?
# Does your organization struggle to predict your future workload per defined period and schedule the resources accordingly ?
# Does your organization miss a tool where business people can configure changes in order to change prioritisation matrix of entire workload ?
# Is your organization missing unified desktop to handle all incoming Voice and Non-Voice interactions ?
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Reduction of time between tasks and by automated push mode and cross-unit / cross-channel interaction blending
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Routing all interactions to best skilled resources through skills based routing and real-time presence
}}