| SL16/Canonical |
SL16 |
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| SL17/Canonical |
SL17 |
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| SL18/Canonical |
SL18 |
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| SL19/Canonical |
SL19 |
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| SL20/Canonical |
SL20 |
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| SL21/Canonical |
SL21 |
Create a single, global task list that automatically organizes, prioritizes and routes captured leads (with context) to the best qualified rep anywhere in your company. Eliminate “cherry-picking” and misrouting, so reps can process leads faster and more efficiently, for better resource planning and conversion rates. |
You need your team to get more conversions in less time. But when leads don’t get to the right rep in real time, or have assigned value, priority or customer context, it’s hard for that rep to successfully convert. And missed conversions mean missed revenue opportunities. |
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https://www.lucidchart.com/documents/edit/9048c2ef-d188-41ab-ac00-53d987cfb863/0 |
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Head of Ecommerce, Head of Sales, Head of Sales Operations |
- Are you able to consolidate, prioritize and distribute captured leads, with context, in one universal system across the business?
- Do you need to reduce workforce inefficiencies but still keep your service levels up and customer satisfaction scores high?
- Are you interested in improving conversion rates through automation and contact center routing practices?
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| WE01/Canonical |
WE01 |
Genesys Cloud CX records and retains all customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides insight on agent effectiveness in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Voice transcription enables Speech to text conversion of voice recordings. Post-interaction Survey is built in to the platform. These integrated Quality tools helps improve the Quality of the Contact center. |
Contact centers are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet compliance requirements and gain insights on Agent performance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and an integrated survey solution to identify opportunities for improvement. |
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b3e55247-b188-4160-972f-373100932e69 |
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Contact Center Supervisor / Manager, Head of Compliance, Head of Customer Experience |
- Do you know if customers perceive that they receive the same quality of service regardless of the channel they use?
- Are there any reliability issues with the current recording system?
- How does your organization manage the quality of the interactions that your contact center handles with customers and prospects ?
- How do you aggregate and report upon evaluation results (scores)?
- How do you assess why some agents take longer to handle customer interactions than others?
- Are there any concerns about agents accessing unauthorized information while handling interactions?
- What communication channels do you offer your customers?
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 WE01 - Quality Assurance and Compliance - header.png |
https://docs.genesys.com/images-supersite/e/e5/WE01_-_Quality_Assurance_and_Compliance_-_header.png |
- Inability to record calls and screens reliably
- Lack of useful metadata about recorded interactions
- No end-to-end recording, particularly when calls are transferred across multiple locations
- High Total Cost of Ownership (TCO) for recording
- Desire to move away from incumbent recording vendor
- Current recording solution doesn’t support SIP transformation strategy
- Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
- Need to listen to voice conversation to assess sentiments
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- Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
- Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
- Include extensive metadata with each recorded conversation
- Record and stitch calls from cradle-to-grave, even across multi-site transfers
- Record all of your available customer digital channels along with agent desktop screen activity
- Utilize speech and text analytics to enable automated speech and text analytics capabilities on all interactions
- Use voice interaction for automated transcription of voice interaction.
- Identify improvement opportunities for agents by sharing the customer's perception of their experience
- Identify contact center procedural/process improvement opportunities
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| WE02/Canonical |
WE02 |
The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud CX automatically gathers interaction data and produces the most mathematically accurate forecast possible(>95%) . Genesys Cloud CX schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements. |
Contact centers without the right insights and tools may find it hard to create balanced schedules that prioritize customer experience while considering employee hours, contracts, preferences and labor laws. Optimizing employees’ schedules is a tricky balance between customer experience and higher workforce costs. Without the ability to create forecasts easily and accurately, it’s a challenge to schedule your workforce effectively. |
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a205c2cd-7d88-4429-9a4d-a64f9abb1d01 |
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Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning |
- How do you ensure you are staffed to consistently meet your SLAs across queues on all channels?
- How often do you struggle to find the right balance between understaffing/overstaffing?
- How do you currently create forecasts and schedules?
- How do you ensure you are staffed to consistently meet your SLAs across all channels?
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 WE02 - resource management - header.png |
https://docs.genesys.com/images-supersite/6/69/WE02_-_resource_management_-_header.png |
- Inability to consistently meet SLA
- High workforce cost due to overstaffing
- Low customer satisfaction due to excessive wait times and low first contact resolution
- Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
- Poor CX due to understaffing
- Insufficient data for accurate forecasting
- Real performance/SLA not in line with forecast/schedule prediction
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- Gain better insight into effectiveness of several forecasting/scheduling scenarios
- Create an accurate forecast across all activities/queues that take in to account specific arrival patterns for digital interactions.
- Automatically gather data for accurate forecasting from contact center platform
- Real time insight into intraday SLA and schedule adherence
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| WE03/Canonical |
WE03 |
Genesys Cloud CX provides a best-in-class workforce engagement suite for managing the end-to-end employee performance and development journey. The solution enables effortless delivery of training, informational content, or assessments to employees to help employees onboard, learn, and stay up-to-date on vital information within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees.
Genesys Cloud CX gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the contact center are consolidated into a unified, gamified scorecard that can be viewed by employees and managers to understand performance across defined objectives. Employees can see where improvements are needed and compare performance amongst their peers for increased motivation, peer-to-peer learning, and improved performance.
Managers can quickly identify performance gaps and easily bring together interactions, evaluations and supporting documents to set up and conduct coaching sessions to improve KPIs.
Genesys Cloud CX lets you deploy powerful workforce engagement capabilities for onboarding, learning, coaching, performance management and gamification from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.
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Contact centers undergo constant employee turnover, which makes it difficult to keep employees up-to-date on company policies, procedures, and new products and services. Contact centers need a solution to quickly onboard and train new employees. Leaders have to identify high and low performance against defined KPIs to reward high performers and provide coaching and mentoring to employees who need it most. A tailored, appropriate, and precise development plan is vital.
But often, gauging performance is a challenge because KPI metrics are spread across multiple systems. Contact centers need a solution that brings this data together to provide a holistic scorecard to ensure an accurate and comprehensive view of performance.
Motivating and engaging employees to perform well can also prove challenging. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations. Having a centralized, at-a-glance view of tasks and clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center and improve contact center KPIs like employee turnover, engagement, and productivity.
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013ac1f6-4517-4378-8c94-6af61a2d3fbd |
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Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience |
- Are your Agents Demotivated?
- Are there significant learning gaps faced by Agents?
- Is scheduling a Coaching in organization a tedious task?
- Are your agents feeling that there performance Appraisal is not justifiable?
- Are managers in your organization unable to provide continuous performance improvement to agents?
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 WE03 - Employee Performance - header (2).png |
https://all.docs.genesys.com/images-supersite/6/61/WE03_-_Employee_Performance_-_header_%282%29.png |
- Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems).
- Lack of single source of truth complicated the process of understanding and evaluating performance.
- Consolidated performance data is not presented to employees or their managers to facilitate coaching or to plan for training and development of Individuals.
- Inability to report on performance data of senior executives and stakeholders.
- Inconsistent customer experience.
- Tedious, standalone and high cost systems for facilitating Learning & Development of agents.
- Limited Visibility of employee development.
- Non-Conformities and Risk Exposure as untrained or unskilled employees many be allow to handle customer interactions.
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- Employee skills and capability data are aligned with HR, L&D and Operations.
- Employee have access to self-paced learning to improve their speed to competency.
- Targeted, individualized training based on knowledge and skill gaps to reduce Learning & Development costs.
- Clear visibility of the skill levels of all employees across the enterprise.
- Reduces L&D costs by providing targeted learning.
- Provide consistent customers experience by providing skilled and capable employees across channels.
- Centralize reporting for training and coaching.
- Centralized, holistic view of employee performance across the enterprise.
- View individual employee performance to target coaching or development.
- Motivate Agents through performance gamification.
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| WF01/Canonical |
WF01 |
Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Genesys WFM Solution also improves forecast and schedule accuracy by including shrinkage in the plan. Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Back-office scheduling tools to effectively and accurately forecast work loads, with schedule automation and manual management processes. |
Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. It’s hard to create balanced schedules that allow your company to be responsive to digital interactions while considering employee hours, contracts, preferences and time off, and labor laws. Shrinkage is eroding the amount of time agents spend handling customer interactions which leads to increased operational expense, reduced service levels, and customer churn. As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Staffing for peaks leaves some people sitting and waiting for work, but staffing for the average load means unhappy customers or incomplete work during peaks. |
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bf791b31-b18f-4411-a861-9fe51cbd6524 |
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Head of Contact Center(s), Head of Operations, Head of Workforce Planning |
- How do you ensure you are staffed to consistently meet your SLAs across activities/queues?
- How often do you struggle to find the right balance between understaffing/overstaffing?
- How do you currently create forecasts and schedules?
- What difficulties do you have tracking planned/unplanned shrinkage?
- Does your current forecasting/scheduling method allow you to run ‘what-if-scenarios’ or accommodate for external events?
- How does your organization manage operational efficiency and employee engagement?
- How do your employees manage their schedules and tasks?
- How do Supervisors manage coverage of schedules, constraints and labor laws?
- Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?
- Are your teams happy with their work patterns and shift assignments, or would they like more freedom to control their schedules?
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 EE02 - genesys omnichannel workforce scheduling - header (2).png |
https://all.docs.genesys.com/images-supersite/a/a7/EE02_-_genesys_omnichannel_workforce_scheduling_-_header_%282%29.png |
- Inability to consistently meet SLA for digital channels
- Low customer satisfaction due to excessive wait times and low first contact resolution
- Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
- High workforce costs due to overstaffing
- Poor CX due to understaffing
- Insufficient data for accurate forecasting
- Real performance/SLA not in line with forecast/schedule prediction
- Inability to track/manage shrinkage as part of the forecast process
- Employees get frustrated with the lack of tools available for them to self-manage their schedules.
- Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues.
- No visibility into back office expected workload/staffing needs
- Not meeting back office service expectations through increasing backlog
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- Create an accurate forecast and effective schedule across all activities/queues
- Gain better insight into effectiveness of several forecasting/scheduling scenarios
- Report on who is ’out of schedule adherence’ in real time and historically.
- Automatically gather data for accurate forecasting from contact center platform
- Real time insight into intraday SLA and schedule adherence
- Enable employees with self- service by allowing them to bid on their shift.
- Ability to see in real time the exact state of all back-office employees and how that relates to their optimized schedule state.
- Ability to provide back-office employees with optimized schedules detailing how their time can and should be best spent in accordance with business goals and customer expectations.
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| WF02/Canonical |
WF02 |
Automate the transcription of your voice and digital interactions, including tools for deeper analysis and trending. AI transcription of voice, combined with text interactions in all channels, identifies keywords and phrases along with customer context to improve responses. Monitor 100 percent of interactions to reduce risk of compliance failures, litigation, financial impact and damage to reputation.
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There's a lot of dialog that resides in your recorded voice calls and digital interactions. How do you make that data actionable and help improve your operational and strategic goals? Most customer requests and issues follow consistent patterns, but you still need people to make sense of their language to respond. Many organizations work under strict regulatory requirements for use of data and communications. Monitoring for compliance adherence is a never-ending and stressful job.
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5a0cc4f3-1898-4e32-8488-9e471a6596a3 |
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Chief Data Officer, Head of Customer Experience, Head of Customer Service |
- Are you recording a portion or all of your voice calls and digital interactions?
- If so, are you automating the translation then mining the data to help drive key KPIs such as First Call Resolution, reducing repeat calls, increasing customer satisfaction, etc.?
- How are you identifying patterns of requests and issues on your current channels
- Do you think your teams are finding new or changing customer issues fast enough to respond proactively (before they snowball)?
- How do you find the best practices that your teams are naturally developing so they can be shared or used for training?
- Can you keep up with your monitoring goals?
- Do you think your teams are following through on coaching from quality monitoring
- Do you feel ‘at risk’ sometimes because you aren’t monitoring every call
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 CE09 - genesys ivr personalization - header (2).png |
https://all.docs.genesys.com/images-supersite/6/67/CE09_-_genesys_ivr_personalization_-_header_%282%29.png |
- Issues with first contact resolution, call volume, repeat calls or handle time reduction, customer satisfaction of Net Promoter Score.
- Wide variation in agent performance at an individual level or across team, regions, in-house and outsourced resources.
- Contention/ disagreement/ conflicting opinions on what is or is not effective in addressing current issues.
- Long cycle times for analysis and implementation of improvements and difficulties in measuring the impact of any changes made.
- Poor, disappointing or ineffective customer service or customer service experiences.
- Inability to distinguish between performance of agents and effectiveness of Customer Service strategies
- Contention/ disagreement/ conflicting opinions on what is or is not effective either in terms of CX or Customer Service strategies or agent behavior
- Loss or risk of loss due to non-compliance
- Inability to validate or demonstrate compliance
- Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources
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- Identify the agent behaviors that truly differentiate in terms of call outcomes, customer satisfaction and Net Promoter Score
- Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
- A/B testing of Customer Service strategies and agent behavior used to determine most effective approaches
- Rapid iteration of customer engagement strategies to be more effective
- Objective quantification of benefits in using Interaction Analytics for service improvement
- Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
- Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
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| WF03/Canonical |
WF03 |
It starts by automating the transcription of your calls. From there, you can discover trends such as frequency and changes in frequency of words and phrases. Use the search function if you're looking for something specific. |
Organizations that record all or a portion of their calls amass a significant amount of data in those recordings. The difficulty lies in sifting through thousands of hours of dialog to find what's most important - a task that's impossible without automation. |
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0f918dc2-f104-40f6-9ef9-1b1fbbf8748c |
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Business Analyst, Head of Contact Center(s), Head of Customer Service |
- Are you currently recording a portion or all of your calls?
- If so, are you using some sort of tool to automate their transcription, and does it show trending?
- Is it searchable?
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 EE22 - genesys speech analytics - header (2).png |
https://all.docs.genesys.com/images-supersite/7/7b/EE22_-_genesys_speech_analytics_-_header_%282%29.png |
- No visibility of call content,listening to entire calls is tedious, sampling results in unreliable information and important content being missed
- Changes in activity are surprising and negatively impact the business, constantly in crisis mode
- Assessment of customer experience is anecdotal and unreliable, difficult to quantify
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- Call content is automatically converted to a searchable form
- Less time spent listening to calls, quickly and easily find relevant calls and context based on key words and phrases
- Early warning of emerging trends or changing business circumstances based on changes in frequency of words and phrases
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| WF04/Canonical |
WF04 |
Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Interaction Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls, makes it easy to search and access recordings, and doesn’t lose a beat with transfers - even across sites. With Selective Recording, you can define recording rules to capture the interactions that matter most to you.
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You need to reliably record calls to help agents get better, enhance the customer experience and manage risk. When recordings are not complete or available, you risk being out of compliance and lose valuable information that could be used to improve efficiency and make customers happier. You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance.
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237aed27-b277-4ced-b993-cc5c320613c7 |
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Head of Compliance, Head of Contact Center(s), Head of IT Infrastructure |
- What is your SIP migration strategy? How will this impact your current recording system?
- Do you experience reliability issues with the current recording system?
- Are you happy with the service and support that your current recording vendor provides?
- What are the regulatory requirements of your business?
- What are the regional compliance standards that need to be met?
- Do you need to record 100% of calls?
- What are your needs for recording specific segments of the business?
- What are the criteria for the interaction types to be recorded?
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 CE11 - genesys outbound dialer - header (2).png |
https://all.docs.genesys.com/images-supersite/3/35/CE11_-_genesys_outbound_dialer_-_header_%282%29.png |
- Inability to record all calls reliably
- Lack of useful metadata about recorded calls
- No end-to-end recording, particularly when calls are transferred across multiple locations
- Current recording solution doesn’t support SIP transformation strategy
- Requirement to meet compliance standards.
- A need to monitor team performance.
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- Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
- Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
- Include extensive metadata with each recorded call
- Record and stitch calls from cradle-to-grave, even across multi-site transfers
- Enable a set of security measurements to protect sensitive data and provide access control and auditing capabilities.
- Define recording rules to capture the interactions needed to address the concern.
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| WF05/Canonical |
WF05 |
Get end-to-end interaction recordings by capturing calls and screen activity. Genesys Voice and Screen Recording, already available on your Genesys Customer Experience platform, is simple and cost-effective to add, use and manage. Boost quality, reduce risk and help the contact center improve performance. |
You need to meet contact center compliance and quality needs, within budget and strategy. When complete voice and screen recordings are too expensive, complicated or don’t fit your technology vision, that exposes you to unnecessary costs and risks. |
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ae5be13b-2d56-4ffc-b01d-ac1f4347c5aa |
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Head of Contact Center(s), Head of Customer Service, Head of IT Infrastructure |
- How do you record calls and screens today?
- What issues are you experiencing with your current recording system? (Capabilities, financial, vendor, other?)
- Can your solution do end-to-end recording, particularly when calls are transferred across multiple locations?
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 EE08 - genesys voice and screen recording - header (2).png |
https://all.docs.genesys.com/images-supersite/f/fe/EE08_-_genesys_voice_and_screen_recording_-_header_%282%29.png |
- Inability to record calls and screens reliably
- Lack of useful metadata about recorded interactions
- No end-to-end recording, particularly when calls are transferred across multiple locations
- High Total Cost of Ownership (TCO) for recording
- Desire to move away from incumbent recording vendor
- Current recording solution doesn’t support SIP transformation strategy
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- Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
- Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
- Include extensive metadata with each recorded conversation
- Record and stitch calls from cradle-to-grave, even across multi-site transfers
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| WF06/Canonical |
WF06 |
Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you’re strong and where you could improve. |
Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions, and then generate the results in a consistent and automated manner. |
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028c1243-e486-4215-aa96-178b988f51f4 |
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Contact Center Supervisor / Manager, Head of Customer Service, Head of Operations |
- How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?
- How does your quality team select which interactions to evaluate?
- How do you currently aggregate and report upon evaluation results (scores)?
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 GettyImages-137087419 (2).png |
https://all.docs.genesys.com/images-supersite/a/af/GettyImages-137087419_%282%29.png |
- Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
- Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
- Evaluation results and scores are difficult to efficiently and effectively manage, report upon and analyze
- Communication with agents regarding QA results can be difficult and confrontational.
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- Automate the process of creating forms (questionnaires) for evaluating interaction quality
- Automate the distribution/management of evaluation sessions.
- Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
- Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
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