Genesys has mapped a journey for any organization looking to continually optimize the customer and employee experience. These “Levels of experience orchestration” (see below) comprise six stages of maturity in an organization’s ability to deliver personalized, end-to-end customer journeys and streamlined, empathetic employee experiences.
The winning organizations have leveled up their ability or orchestrate effective, efficient, empathetic experiences by adding AI and automation. This has enabled them to move to a more mature “Level of experience orchestration.” For example, they have mastered the use of assisted and self-service through digital channels — and have empowered employees with modern solutions to streamline their experiences, as well.
These organizations focus heavily on long-term outcomes gained by bringing more automation into customer and employee experiences. The winning organizations have evolved their customer experience strategy to be future-proof and purpose-built as part of a digital transformation.
Entries should include information such as how your organization:
- Lowered total cost of ownership for CX technologies
- Increased speed to value and ROI
- Improved containment rate
- Increased the number of interactions per agent per year
Three winners (two customers and a partner) will be chosen according to implementation type:
- Self-implementation or worked with Genesys Professional Services
- Worked with a Genesys partner (you and the partner each receive an award)
The Levels of experience orchestration
Level 0: Zero orchestration
Human agents handle all interactions, relying on their training and expertise to deliver consistent service.
Level 1: Menu-based navigation
There is menu-based automation of navigation and simple interactions (e.g., IVR) with routing of all remaining interactions to human agents.
Level 2: Predefined dialog automation
There is natural language-enabled automation of routine, predefined dialogs via bots. Human agents stand ready to take over at any time and receive assistance or prompts based on predefined workflows.
Level 3: System-generated conversations
There are system-generated conversations for many use cases with next-best actions based on customer or employee contexts. And there is seamless transition from virtual agents to humans for nuanced or complex use cases, with copilots increasing human agent effectiveness and efficiency.
Level 4: Empathetic experience generation
The system generates empathetic experiences for most use cases, including for complex inquiries and problem-solving. Humans only handle highly complex or emotionally charged interactions, supported by emotionally aware copilots.
Level 5: Universal orchestration
There is autonomous experience generation for all use cases. The system anticipates and fulfills customers’ individual requirements and interacts through a humanlike virtual personal concierge. Human agents are not involved.