BO11 - Titles and Canonical Info

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:

• Administration Dashboard

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	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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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.

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Canonical Sales Content

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