View source for SL06/Canonical

{{SMART Meta
|SolutionCategory=SL
|Solution=Sales
|Title=Genesys Predictive Routing for Sales
|Subtitle=Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent
}}
{{SMART Canonical
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
# Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?
# Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?
|DataSheetImage=CE11 - genesys outbound dialer - header (2).png
|PlatformChallenge=Your existing routing strategy doesn’t use machine learning to adapt to the changing patterns of interactions and optimize for sales conversions. You want customers to speak with a rep who can fulfill their need quickly and is predicted best to increase revenue, based on customer journey. Don't let your CX scores suffer!
|PlatformSolution=Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the finest grain matching between sales reps and customers and appropriately routes the interaction on the customer’s preferred channel.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c143ab1e-4eda-43fa-a996-66f4f68e4451/0
}}
{{SMART DataSheetFlow
|Flow=A  customer calls your sales department and elects to speak with an agent
}}
{{SMART DataSheetFlow
|Flow=The reason for speaking with an agent is identified
}}
{{SMART DataSheetFlow
|Flow=The customer is queued for a highly skilled agent
}}
{{SMART DataSheetFlow
|Flow=Predictive Matching is used to rank the targeted agents
}}
{{SMART DataSheetFlow
|Flow=Unfortunately all agents are working on other customers inquiries
}}
{{SMART DataSheetFlow
|Flow=Target is expanded to include additional agent skills and proficiency levels
}}
{{SMART DataSheetFlow
|Flow=Predictive Matching is used to rank the next best agents and still meet your service levels
}}
{{SMART DataSheetFlow
|Flow=An agent becomes available and answers the best matched customer
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to increase revenue.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Customer Churn
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to reduce churn.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=By applying machine learning to rich data, route to the best agent predicted to improve NPS.
}}