Difference between revisions of "BO11/Canonical"
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|PlatformChallenge=Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.<span>Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.</span> | |PlatformChallenge=Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.<span>Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.</span> | ||
|PlatformSolution=Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process <span>improvement, improved visibility, and faster case resolution with b</span>ack-office automation and a single user interface for case management. | |PlatformSolution=Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process <span>improvement, improved visibility, and faster case resolution with b</span>ack-office automation and a single user interface for case management. | ||
− | |PainPoints=* Increasing calls related to online service and support | + | |PainPoints=*Increasing calls related to online service and support |
− | * Increasing repeat contacts | + | *Increasing repeat contacts |
− | * Customer having to queue for a long time | + | *Customer having to queue for a long time |
− | |DesiredState=* Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed. | + | |DesiredState=*Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed. |
− | * Provide Employees with complete contextual customer information | + | *Provide Employees with complete contextual customer information |
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47d56d9d-941f-4f76-bba2-1ed54979b9dc/0 | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47d56d9d-941f-4f76-bba2-1ed54979b9dc/0 | ||
|DataSheetImage=BO11 - genesys dynamic case management - Header.png | |DataSheetImage=BO11 - genesys dynamic case management - Header.png | ||
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}} | }} | ||
{{SMART Benefits | {{SMART Benefits | ||
− | |CanonicalBenefitID=Improved | + | |CanonicalBenefitID=Improved Net Promoter Score |
|CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills | |CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills | ||
}} | }} |
Revision as of 12:03, April 1, 2020
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
---|---|---|---|---|---|---|
Genesys Dynamic Case Management |
Combine Genesys Omnichannel customer experience with Dynamic Case Management to support human-centric automation, continuous innovation and transformation. |
Business Optimization |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Contact center, back office and enterprise employees struggle to handle non-linear and human centric processes efficiently.Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. Customer experience is suffering because back-office and front-office operations are not well integrated.
Platform Solution: Genesys Dynamic Case Management (DCM) provides a no-code/low-code integration with DCM solutions to automate the distribution of structured and dynamic work. Drive process improvement, improved visibility, and faster case resolution with back-office automation and a single user interface for case 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 | Delivery of committed tasks on time and providing better quality answers due to better matching skills |
Improved Insights and Visibility | Providing additional case and task information to gain insights and visibility into the performance across the end to end process. |
Reduced Penalties and Fines | Drive work to be resolved prior to breaching the service level, legal, operational or contractural obligations and optimize the use of your resources |
High Level Flow
High Level Flow Steps
- A customer/employee is browsing the company website, or a customer is calling Customer Service.
- A case is created either via a webform by the customer, a front-line agent on a customer call or via a backend system.
- An automated email is sent to the customer, based on the provided email address, to confirm the case is now created.
- After the case starts, a new task is created and sent to a workgroup or an employee based on ACD properties such as skill, priority, etc.
- An employee picks up the work, where in their client application the Task form is shown, for the Advisor to provide all information needed to complete the task
- If the employee can resolve the task, they will close the task and send an automated email to the customer. If the employee cannot resolve the task, they can escalate it to an individual expert or expert group. If the expert or expert group can resolve the task, it will be closed. Optionally it can be sent back to the employee for review. An automated email is sent to the customer.
Data Sheet Image
Canonical Sales Content
Personas
Qualifying Questions
Pain Points (Business Context)
- Increasing calls related to online service and support
- Increasing repeat contacts
- Customer having to queue for a long time
Desired State - How to Fix It
- Get actionable insight into what customers are doing on the Web, and across other interaction channels, to ensure that help is offered when it is most likely to succeed.
- Provide Employees with complete contextual customer information