Difference between revisions of "BO11/Canonical"

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{{SMART Canonical
 
{{SMART Canonical
|PlatformChallenge=Contact Center, Back Office and Enterprise employees are challenged with how to handle non linear and human centric processes efficiently
+
|DataSheetImage=BO11 - genesys dynamic case management - Header.png
|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
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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>
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
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|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.
|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 ?
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|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/47d56d9d-941f-4f76-bba2-1ed54979b9dc/0
# 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 ?
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{{SMART DataSheetFlow
# Do you miss possibility to track what your teams / employees (processing non-voice interactions) do through the day ?
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|Flow=A customer/employee is browsing the company website, or a customer is calling Customer Service.
# Do your employees PULL work (tasks are PULLED by employees who waste their time by filtering / finding / assigning the next task) ?
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}}
# Does the organization struggle of mid / long-term backlog (more work coming than the operations being able to process) ?
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{{SMART DataSheetFlow
# Is the prioritization of the workload based on First In First Out approach (the oldest registered goes first) ?
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|Flow=A case is created either via a webform by the customer, a front-line agent on a customer call or via a backend system.
# 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 ?
+
{{SMART DataSheetFlow
# Does your organization miss possibility to report the fulfillment of SLA per defined process ?
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|Flow=An automated email is sent to the customer, based on the provided email address, to confirm the case is now created.
# 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 ?
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{{SMART DataSheetFlow
# Is your organization missing unified desktop to handle all incoming Voice and Non-Voice interactions ?
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|Flow=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.
 +
}}
 +
{{SMART DataSheetFlow
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|Flow=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
 +
}}
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{{SMART DataSheetFlow
 +
|Flow=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.
 
}}
 
}}
 
{{SMART Benefits
 
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
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|CanonicalBenefitID=Improved Insights and Visibility
|CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills
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|CanonicalBenefit=Providing additional case and task information to gain insights and visibility into the performance across the end to end process.
 
}}
 
}}
 
{{SMART Benefits
 
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
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|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Reduction of time between tasks and by automated push mode and cross-unit / cross-channel interaction blending
+
|CanonicalBenefit=Drive work to be resolved prior to breaching the service level, legal, operational or contractural obligations and optimize the use of your resources
 
}}
 
}}
 
{{SMART Benefits
 
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
+
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Routing all interactions to best skilled resources through skills based routing and real-time presence
+
|CanonicalBenefit=Delivery of committed tasks on time and providing better quality answers due to better matching skills
 
}}
 
}}

Revision as of 13:31, February 24, 2020

Important
This information is shared by BO11 use cases across all offerings.

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

  1. A customer/employee is browsing the company website, or a customer is calling Customer Service.
  2. A case is created either via a webform by the customer, a front-line agent on a customer call or via a backend system.
  3. An automated email is sent to the customer, based on the provided email address, to confirm the case is now created.
  4. 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.
  5. 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
  6. 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

BO11 - genesys dynamic case management - Header.png

Canonical Sales Content

Personas


Qualifying Questions

Pain Points (Business Context)

Desired State - How to Fix It


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