CE01 - Titles and Canonical Info

Important

This information is shared by CE01 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 Call Routing	Route voice interactions to the best skilled resource	Customer Engagement	Inbound	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When your customers call, they want to speak with someone who can fulfill their need quickly. If they encounter excessive wait times or are connected to people who don’t have the right expertise — resulting in unnecessary transfers, hold time, and repetition — your customer experience scores suffer.

Platform Solution: Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skill-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.

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	Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
Increased Revenue	The ability to route a sales call to the best skilled sales representative increases sales conversions
Reduced Transfers	Reduce the need for help or transfers by routing interaction to most qualified resource.

High Level Flow

High Level Flow Steps

1. A customer decides to call the company
2. Self-service options are presented
3. The customer elects to speak to an agent
4. The customer is queued for a highly skilled agent
5. Wait time is long, so priority increases as customer waits
6. Target is expanded to include additional agent skills
7. The customer is connected to a skilled agent who has full journey history

Canonical Sales Content

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Personas

• Chief Digital Officer
• Contact Center Supervisor / Manager
• Head of Customer Experience

Qualifying Questions

1. Do you give customers a self-service option for easy inquiries and updates?
2. Are customers routed to a knowledgeable agent the first time, or are they sometimes put on hold, transferred, or sent to an agent who doesn’t have the needed expertise?
3. Are you meeting service levels across your business?