Difference between revisions of "SL06/Canonical"

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{{SMART Canonical
 
{{SMART Canonical
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|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
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|QualifyingQuestions=# Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
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# Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?
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# Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?
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|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!
 
|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.
 
|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
 
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/c143ab1e-4eda-43fa-a996-66f4f68e4451/0
|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?
 
 
}}
 
}}
 
{{SMART DataSheetFlow
 
{{SMART DataSheetFlow

Latest revision as of 10:06, January 16, 2020

Important
This information is shared by SL06 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Predictive Routing for Sales

Place revenue generation at the center of your routing decisions by using AI to match each customer opportunity with the best agent

Sales

Sales

None yet!


Canonical Information

Platform Challenge and Solution

Platform Challenge: 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!

Platform Solution: 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.

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 By applying machine learning to rich data, route to the best agent predicted to improve NPS.
Increased Revenue By applying machine learning to rich data, route to the best agent predicted to increase revenue.
Reduced Customer Churn By applying machine learning to rich data, route to the best agent predicted to reduce churn.

High Level Flow

High Level Flow Steps

  1. A customer calls your sales department and elects to speak with an agent
  2. The reason for speaking with an agent is identified​
  3. The customer is queued for a highly skilled agent​
  4. Predictive Matching is used to rank the targeted agents​
  5. Unfortunately all agents are working on other customers inquiries​
  6. Target is expanded to include additional agent skills and proficiency levels​
  7. Predictive Matching is used to rank the next best agents and still meet your service levels​
  8. An agent becomes available and answers the best matched customer​

Data Sheet Image

CE11 - genesys outbound dialer - header (2).png

Canonical Sales Content

Personas

  • Head of Business Units
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Can your existing routing strategy predict the best available sales rep to increase revenue or reduce churn or improve NPS?
  2. Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?
  3. Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?


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