EE35 - Titles and Canonical Info

Important

This information is shared by EE35 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 Post-Interaction Survey	Web-Based survey for multi-channel interactions		Workforce Engagement	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: How do you know how satisfied customers are with the results of their interactions with the contact center? Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.

Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.

Platform Solution: PureCloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. Easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. The survey is sent to customer via email with a web link to the survey.

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 Agent Competency	Feedback from customers, combined with quality monitoring data, can guide coaching and training for agent skill improvements
Improved First Contact Resolution	Identify reasons for repeat contacts
Improved Insights and Visibility	Feedback provides insight to customer perception of how well their contact was handled and reason for contact. Insight for various areas of the organization.
Improved Net Promoter Score	Actionable data from feedback can identify customer pain points and drive improvements
Reduced Customer Churn	Identify customer pain points and causes of dissatisfaction.

High Level Flow

High Level Flow Steps

1. Create the Survey Form, Architect Flow and Policy to initiate post-interaction survey invitation
2. If conversation matches Policy, Customer receives survey invitation via email with web link to survey
3. Survey response results are viewed in Genesys Cloud CX along with the conversation
4. Also view survey activity/results as well as survey data along with queue performance metrics

Data Sheet Image

Canonical Sales Content

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Personas

• Head of Contact Center(s)
• Head of Customer Experience
• Head of Customer Service

Qualifying Questions

• What communication channels do you offer your customers?
• Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?

Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel.

Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.