CE09/Canonical

Important

This information is shared by CE09 use cases across all offerings.

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys IVR Personalization	Increase self-service by personalizing your IVR	Customer Engagement	Self-Service and Automation	No draft	GenesysCloud GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: When your customers call in to service themselves, they want to get off the phone as soon as possible. Giving customers options that confuse more than help slows the process, causes frustration and leads to more agent interactions.

Platform Solution: Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

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 Containment Rate	Help customers service themselves quickly and easily so they don’t want to speak to an agent.
Improved Customer Experience	Personalize the self service experience to make it fast and effortless.
Improved First Contact Resolution	Use dynamic menus for self service options, and transfers, to resolve issues the first time.

High Level Flow

High Level Flow Steps

1. Customer calls
2. Customer is identified and verified
3. The IVR detects that the customer is eligible for an upgrade
4. The IVR plays a personalized menu for the customer asking if they are interested in the upgrade
5. Customer agrees to upgrade
6. Transferred to complete upgrade (whether via agent or via self-service IVR)

Data Sheet Image

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

1. What is your IVR(s) containment rate?
2. Do all callers get the same experience in your IVR, or is it personalized?
3. Would you like to treat your VIP customers to a better experience?

Pain Points (Business Context)

• Low self-service adoption
• Unable to identify customers to provide a personalized experience
• Long handle times from increased call volume
• Low customer satisfaction due to generic IVR Experience
• Increased agent frustration and low morale due to handling of low value and monotonous queries
• Lower KPIs due to lack of segmentation

Desired State - How to Fix It

• Identify caller using context or IDV data
• Personalized treatment based on context and business rules – for example:
• Proactively play status or balance update
• Proactively offer most likely call reason
• Personalized menu options
• See context for transfer to an agent
• If no personalized treatments, then continue with IVR application