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UseCases Current GenesysCloud OP02

The document outlines the integration of Genesys Cloud CX with CRM systems to enhance customer experience through improved call routing and agent support. It emphasizes the importance of using CRM data to personalize interactions and make informed routing decisions, ultimately leading to better first contact resolution and reduced handle times. The document also provides a detailed business flow for implementing these integrations and highlights the necessary customer responsibilities.

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18 views7 pages

UseCases Current GenesysCloud OP02

The document outlines the integration of Genesys Cloud CX with CRM systems to enhance customer experience through improved call routing and agent support. It emphasizes the importance of using CRM data to personalize interactions and make informed routing decisions, ultimately leading to better first contact resolution and reduced handle times. The document also provides a detailed business flow for implementing these integrations and highlights the necessary customer responsibilities.

Uploaded by

asmaaelsayedanter
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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for legal purposes. For authoritative understanding of what
is and is not supported, always use the online content. To
copy code samples, always use the online content.

Genesys Cloud CX Use Cases


Genesys CRM Collaboration (OP02) for Genesys Cloud

2/12/2025
Important
Making routing decisions requires business logic and these details are specific to the
implementation. Routing decisions and screen pops depend on the types of
information stored in and retrieved from the CRM.

Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX
Data Actions

What's the challenge?


CRM information and the contact center traditionally been silo'ed, but they don't have to be. The
contact center can leverage integrations to the CRM to provide a superior customer experience and
more efficient handling of calls through improved routing decisions and the surfacing of critical
context to the agent as the call is delivered to them.

What's the solution?


Using information stored in the CRM regarding your customer and their prior interactions with your
business can be used to great effect by the Contact Center. Data enabling your IVR allows for the
customer experience to be more personalized, addressing the caller by name and confirming critical
information prior to reaching an agent. Lastly, the information gathered from the CRM can be
surfaced directly to the agent.

Link to video

Contents
• 1 What's the challenge?
• 2 What's the solution?
• 3 Use Case Overview
• 3.1 Story and Business Context
• 3.2 Use Case Benefits*
• 3.3 Summary

• 4 Use Case Definition

Genesys Cloud CX Use Cases 2


• 4.1 Business Flow
• 4.2 Business and Distribution Logic

• 5 User Interface & Reporting


• 5.1 Agent UI
• 5.2 Reporting

• 6 Customer-facing Considerations
• 6.1 Interdependencies

• 7 Related Documentation
• 7.1 Document Version

Genesys Cloud CX Use Cases 3


Use Case Overview

Story and Business Context


CRMs and the contact center often coexist, serving as complimentary pieces to the customer
experience puzzle. The contact center can use information stored in the CRM about your customer
and their prior interactions with your business to provide a more personalized, meaningful, and
effective customer experience. Data enables your IVR to make the customer experience more
personalized, addressing the caller by name and confirming critical information before they ever
reach an agent. This data can also be used to make advanced routing decisions, steering the
customer to the appropriate queue to handle their inquiry. Once a queue is chosen, the system
selects the appropriate skills an agent in that queue should have to properly handle this inquiry. The
system provides the ACD engine all the facets it should consider when making a routing
determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent
when they receive the call. The agent will have all the necessary context to quickly and efficiently
handle the call.

Use Case Benefits*


The following benefits are based on benchmark information captured from Genesys customers and
may vary based on industry, lines of business or Genesys product line:

Use Case Benefits Explanation


Personalize IVR experience and improve routing
Improved Customer Experience efficiency creating an improved overall customer
experience.
Improved First Contact Resolution Improved FCR by enabling more intelligent routing.
Reduced handle times by providing critical
Reduced Handle Time
interaction context directly to the agent desktop

Summary
Genesys Cloud CX supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and
Zendesk. Genesys Cloud CX also supports a “generic” integration that connects to a wide range of
REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/
requirements-for-the-data-actions-integration (web services tab).

Genesys Cloud CX Use Cases 4


Use Case Definition

Business Flow
Business Flow Description

Business Flow Description

1. Call enters the IVR.


2. Based on the customer's phone number, the
data action searches for records in the
CRM.
• 2a Caller is identified. CRM record types
can include contacts, accounts, cases,
custom objects, etc.
• 2b Caller is not identified. If the caller is
not identified based on phone number,
the customer can be prompted for other
identifying information to locate the
contact.

3. Caller is addressed by name.


4. Key information from the CRM record is used
to make routing decisions and select the
appropriate queue.
• Examples: Subscription level, priority
account, products purchased, and NPS.

5. Information from CRM record is used to set


up to five skills required to handle the
interaction.
• Examples: Language, product
knowledge, and account retention
specialty.

6. Reference to the CRM record is attached to


the interaction using a Set Participant Data
action.
7. The ACD system routes to the available
agent with the designated skills in the
selected queue.
8. Agent is presented with the call in a client
embedded inside their CRM.
• Alerting call includes information the
agent needs to begin the conversation.
• Examples: Queue call in on, skills on
the interaction, subscription level.

Genesys Cloud CX Use Cases 5


9. The agent answers call using client
embedded inside the CRM.
10. The embedded client performs screenpop to
the CRM record used in the IVR.

Business and Distribution Logic

Business Logic

Distribution Logic

• Install the data action integration relevant to your CRM:


• https://help.mypurecloud.com/articles/add-a-data-actions-integration/

• Configure and test your data actions:


• https://help.mypurecloud.com/articles/create-custom-action-integrations/
• https://help.mypurecloud.com/?p=141929

• Add the data action to your call flow:


• https://help.mypurecloud.com/articles/use-data-actions-for-integrations/

• Install the CRM integration from AppFoundry:


• https://appfoundry.genesys.com/#/filter/purecloud

User Interface & Reporting

Agent UI
There are two methods to deliver a screen pop, either use an agent script or agent UI embedded into
the CRM.

Reporting

Real-time Reporting

There is no applicable content.

Historical Reporting

There is no applicable content.

Genesys Cloud CX Use Cases 6


Customer-facing Considerations

Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following At least one of the


Optional Exceptions
required: following required:
None None None None

Customer Responsibilities

• Customer has a CRM.


• Assumes CRM has web service endpoints to access records.
• Assumes they are not using sensitive data to make routing decisions.

Related Documentation

Document Version

• Version V 1.0.2 last updated February 12, 2025

Genesys Cloud CX Use Cases 7

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