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  • 1.  Sales Use Cases

    Posted 08-01-2024 11:47

    Hi everyone!

    Our Contact Center currently handles customer inquiries and resolves them, but it does not have sales objectives. One of our challenges for 2025 is to start incorporating sales objectives within the Contact Center to increase the profitability and efficiency of our operations. As a bank, the sales process is currently carried out only through our branches, and we want to transition it to our digital channels and Contact Center.

    I believe that Predictive Engagement could be a good idea. Are there any available use cases to get an idea of what we could do and how Genesys Cloud CX can help us incorporate this new business line into our Contact Center?

    To give you some context, I´m currently implementing Genesys Cloud CX, and the Go-Live is in November, so by 2025, I would like to start implementing sales use cases with the help of the platform.

    Regards, 

    #SalesUseCases

    #UniversalRouting

    #DifferentUseCases

    #GenesysCloudCX


    #DigitalChannels
    #Connect with a Customer (NEW)
    #Implementation
    #Roadmap/NewFeatures
    #Unsure/Other

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    Julián Aldazabal
    Banco Galicia - Argentina
    https://www.linkedin.com/in/jaldazabal
    https://www.galicia.ar/personas
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  • 2.  RE: Sales Use Cases
    Best Answer

    Posted 08-17-2024 12:49

    Yes, there are many examples. Of companies moving from foams and branches to centralized, digital offerings. Healthcare groups are now moving to centralized appointment scheduling instead of using branch offices or doctors' offices to do this. Another example is banks using kiosk to engage digital agents with customers as they walk into a branch office. They can help with simple operations like checking a balance Transfers or ATM issues. As for predictive engagement that could be used to keep track of people walking into branches to show centralized agents the activity of those customers. The other main purpose of predictive engagement is to watch web traffic and to provide popups or options for service at predicted times. Instead of focusing on just web messaging or your digital website I would look at other channels as well for digital such as SMS or WhatsApp.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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