Cargo query
Showing below up to 100 results in range #101 to #200.
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| Page | CanonicalBenefitID | CanonicalBenefit | UCBenefitID | UCBenefit |
|---|---|---|---|---|
| CE29/Canonical | Reduced Handle Time | Routing text messages to the best-fit agent assures the right skills for faster resolution. | ||
| CE29/Canonical | Reduced Transfers | SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs. | ||
| CE30/Canonical | Improved Customer Experience | Routing customers based on context and value makes a more personalized experience. | ||
| CE30/Canonical | Increased Revenue | Connecting callers to the best-fit agent improves collections, cross-sell, up-sell and close rates. | ||
| CE30/Canonical | Reduced Interaction Transfers | Cut unnecessary transfers by using customer data and context to tailor options and route calls. | ||
| CE31/Canonical | Improved First Contact Resolution | Bots identify customers and context, then present choices fitted to expected activity. | ||
| CE31/Canonical | Improved Net Promoter Score | Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes | ||
| CE31/Canonical | Reduced Volume of Interactions | Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests | ||
| CE34/Canonical | Improved Customer Experience | Seamless omnichannel experience using single customer experience platform on preferred channel |
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| CE34/Canonical | Improved Employee Utilization | Reduced calls, self-service options and agents can manage multiple chat conversations simultaneously |
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| CE34/Canonical | Increased Revenue | Increase revenue and reduce customer churn with improved resolution of business outcome. | ||
| CE37/Canonical | Improved Employee Productivity | Representatives are empowered with real time customer journey data which allows them to personalize and prioritize engagements with prospective and existing customers. | ||
| CE37/Canonical | Increased Revenue | Accelerate sales and conversion rates by engaging online shoppers in real time at the right time as they browse your website. Grow customer lifetime value through more proactive and personalized service. | ||
| CE37/Canonical | Reduced Handle Time | When the engagement requires escalation from self-service to assisted service, the agent is provided context of the journey. | ||
| CE38/Canonical | Increased Revenue | Improve revenue through recognizing and escalating opportunities | ||
| CE38/Canonical | Reduced Handle Time | Improve average handling time by providing agents with suggested responses. | ||
| CE38/Canonical | Reduced Volume of Interactions | Reduce volume of interactions handled by agents by deflecting to automated responses. | ||
| CE39/Canonical | Improved Employee Utilization | Ensure that agents are utilized to the fullest extend — not idle, waiting for work. | ||
| CE39/Canonical | Increased Revenue | mprove the ROI of sales campaigns by more efficiently acquiring & upselling customers | ||
| CE39/Canonical | Reduced Customer Churn | Provide proactive engagements for customer renewals or cross-sell. | ||
| CE40/Canonical | Improved Customer Experience | Reduce frustratingly rigid keyword prompts and serve customers faster to improve NPS. |
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| CE40/Canonical | Improved First Contact Resolution | Provide a viable self-service option to solve common requests with the first interaction. |
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| CE40/Canonical | Reduced Interaction Transfers | With effective self-service, fewer interactions require agent assistance or transfers. |
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| CE41/Canonical | Improved Containment Rate | Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests | ||
| CE41/Canonical | Improved Customer Experience | Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes | ||
| CE41/Canonical | Improved First Contact Resolution | Bots identify customers and context, then present choices fitted to expected activity. | ||
| CE43/Canonical | Improved Customer Experience | Shorter wait times, callback options, and quicker call resolutions deliver value and improve your customer’s experience. | ||
| CE43/Canonical | Increased Revenue | Increase revenue and control costs by connecting callers with the best agents to assist them when they call. | ||
| CE43/Canonical | Reduced Handle Time | Matching customer and agents based on previous interactions or skill-level helps reduce handle time and control costs. | ||
| EE02/Canonical | Improved Employee Utilization | Use your employees more effectively, with optimal planning across your digital channels. | ||
| EE02/Canonical | Reduced Administration Costs | Genesys Workforce Management automatically schedules shifts and pushes skills and schedule updates, reducing the time and costs associated with manual scheduling. | ||
| EE02/Canonical | Reduced Employee Attrition | Genesys integrated workforce planning capabilities ensures work gets to the right employee at the right time, identifies skill gaps and empowers agents with more control over their schedules with mobility and easy-to-use web-based tools. | ||
| EE03/Canonical | Improved Employee Utilization | Accurate forecasting and scheduling better match staffing resources with demand. | ||
| EE03/Canonical | Reduced Customer Churn | Deliver a consistent customer experience that builds loyalty with accurate workforce scheduling. | ||
| EE03/Canonical | Reduced Handle Time | Proper workforce planning ensures the right skilled agents are available to handle interactions. | ||
| EE04/Canonical | Reduced Administration Costs | Deliver schedule adherence to eliminate costs associated with manual schedule adjustments. | ||
| EE04/Canonical | Reduced Interaction Abandonment | Have staff working when scheduled to better match resources to forecasted demand. | ||
| EE04/Canonical | Reduced Overtime Costs | Ensure schedule adherence to reduce the need for unplanned and unwanted overtime. | ||
| EE07/Canonical | Improved Customer Experience | Use recordings to show agents how to deliver a better customer experience. | ||
| EE07/Canonical | Reduced Handle Time | Evaluate recordings to see how agents can resolve customer issues faster. | ||
| EE07/Canonical | Reduced Penalties and Fines | Make sure all calls are recorded in full to increase compliance and reduce financial risk. | ||
| EE08/Canonical | Improved Customer Experience | Use recordings of both audio and related screen activity to identify training opportunities. | ||
| EE08/Canonical | Reduced Deployment Costs | Use your current platform to reduce deployment costs and eliminate connectors and integration. | ||
| EE08/Canonical | Reduced Penalties and Fines | Record 100% of customer-agent conversations to meet compliance and regulatory requirements. | ||
| EE09/Canonical | Improved Customer Experience | Clear and consistent metrics expose opportunities to improve your experience. | ||
| EE09/Canonical | Reduced Customer Churn | Higher quality interactions drive satisfaction and retain customer loyalty. | ||
| EE09/Canonical | Reduced Handle Time | Improve the efficiency of your supervisors with more targeted coaching. | ||
| EE10-A/Canonical | Improved Customer Experience | Provide better service with empowered, happy employees. | ||
| EE10-A/Canonical | Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. | ||
| EE10-A/Canonical | Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. | ||
| EE10-B/Canonical | Improved Customer Experience | Provide better service with empowered, happy employees. | ||
| EE10-B/Canonical | Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. | ||
| EE10-B/Canonical | Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. | ||
| EE10-C/Canonical | Improved Customer Experience | Provide better service with empowered, happy employees. | ||
| EE10-C/Canonical | Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. | ||
| EE10-C/Canonical | Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. | ||
| EE10-D/Canonical | Improved Customer Experience | Provide better service with empowered, happy employees. | ||
| EE10-D/Canonical | Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. | ||
| EE10-D/Canonical | Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. | ||
| EE11/Canonical | Improved Customer Experience | Provide better customer service with happy, engaged employees. | ||
| EE11/Canonical | Improved Employee Utilization | Produce ideal schedules while adhering to business rules and labor laws. | ||
| EE11/Canonical | Reduced Employee Attrition | Allow employees to select profile schedules based on their personal preferences. |
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| EE12/Canonical | Improved Customer Experience | Well-trained agents result in excellent customer service. | ||
| EE12/Canonical | Improved Employee Utilization | Automation provides the best balance between agent online and offline tasks. | ||
| EE12/Canonical | Reduced Employee Attrition | Empowered agents take pride in their service and are less likely to quit. | ||
| EE13/Canonical | Improved Customer Experience | Provide consistent customer experience through consistent knowledge training. | ||
| EE13/Canonical | Improved Employee Utilization | Utilize the best-trained agents to handle specific interactions. | ||
| EE13/Canonical | Reduced Overtime Costs | Provide targeted self-paced training to fill knowledge gaps during down times. | ||
| EE14/Canonical | Improved Customer Experience | A consolidated view helps improve overall company performance and directly impacts customer service. | ||
| EE14/Canonical | Improved Employee Utilization | Target individual employee training for performance impact. | ||
| EE14/Canonical | Reduced Employee Attrition | Reward top performers and facilitate individual training. | ||
| EE15/Canonical | Improved Customer Experience | Well-trained, long-term employees directly impact enterprise morale and customer service. | ||
| EE15/Canonical | Improved Employee Utilization | Provide measurable objectives and targets while creating individual training plans. | ||
| EE15/Canonical | Reduced Employee Attrition | Build long-term employee journeys by providing automated personal development plans. | ||
| EE16/Canonical | Improved Customer Experience | Customers will wait longer, and be more satisfied to interact with knowledgeable staff | ||
| EE16/Canonical | Reduced Employee Attrition | Replicate effective pitches and approaches across your resources to close more sales | ||
| EE16/Canonical | Reduced Penalties and Fines | Distribution of policy/process change, and knowledge verification reduces compliance exposure | ||
| EE17/Canonical | Improved Customer Experience | Instill customer confidence and experience through consistent agent knowledge. | ||
| EE17/Canonical | Increased Revenue | Model effective sales behavior, distribute across all agents to successfully close more sales. | ||
| EE17/Canonical | Reduced Volume of Interactions | Reduce repeat calls and transfers through better trained agents. | ||
| EE19/Canonical | Improved Customer Experience | Improve customer experience with confident and correct information. | ||
| EE19/Canonical | Reduced Administration Costs | Reduce manual effort associated with mandatory training. | ||
| EE19/Canonical | Reduced Penalties and Fines | Gain visibility and ensure completion of mandatory training to meet regulatory requirements. | ||
| EE20/Canonical | Reduced Administration Costs | Decrease time for employees to acquire the base of knowledge to become active and productive. | ||
| EE20/Canonical | Reduced Administration Costs | Reduce onboarding costs by identifying knowledge gaps and automating learning content. | ||
| EE20/Canonical | Reduced Employee Attrition | Reduce employee attrition during and after on-boarding through more focused learning process. | ||
| EE21/Canonical | Improved Customer Experience | Improve evaluations and coaching, using actual sessions to give agents feedback. | ||
| EE21/Canonical | Reduced Administration Costs | Improve total cost of ownership and remove manual collection and evaluation of recorded data. | ||
| EE21/Canonical | Reduced Penalties and Fines | Meeting compliance requirements for record retention. | ||
| EE22/Canonical | Improved Conversion Rates | Conversion rates, close rates, cross-sells and up-sell rates will improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context. | ||
| EE22/Canonical | Improved Customer Experience | Converts voice recordings to text to enable mining and analysis for specific words and phrases related to customer experience, agent performance, sales, and compliance. | ||
| EE22/Canonical | Reduced Handle Time | Reveals the frequency of specific words and phrases, and the context in which they are used, reducing handle time. | ||
| EE23/Canonical | 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. | ||
| EE23/Canonical | Improved Employee Utilization | Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio. | ||
| EE23/Canonical | Increased Revenue | Accurately assign outcomes to interactions rather than relying on manual input. | ||
| EE24/Canonical | Improved Customer Experience | Identify and understand what makes a great experience for each type of contact. | ||
| EE24/Canonical | Increased Revenue | Improve attribution, including online to offline engagement, through call analysis. | ||
| EE24/Canonical | Reduced Customer Churn | Identify new issues as they emerge from the noise with frequency and new terms monitoring. | ||
| EE25/Canonical | Improved Customer Experience | Access comprehensive monitoring and evaluation with feedback, for all interactions. | ||
| EE25/Canonical | Reduced Administration Costs | Report by agent, by team, by organization. Ensure customer service quality compliance. |