CE37 (Consolidation) - Titles and Canonical Info
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Predictive Engagement |
Use machine learning powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot. |
Customer Engagement |
Digital |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent.
Platform Solution: Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
File:SL09 - genesys predictive engagement for sales - header.png
Canonical Sales Content
Personas
- Chief Digital Officer
- Chief Marketing Officer
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
- Head of Marketing Operations
- Head of Sales Operations
Qualifying Questions
- What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
- How do you know when to engage with online customers to provide support and assistance?
- Which channels of engagement can you use today to proactively to engage customers on your website?
- What insights do you have about the behaviors that determine whether a website "browser" will become a customer?
- How do you know when to engage with online customers to increase your sales conversions?
- Which channels of engagement can you use today to proactively to engage visitors to your website?
Pain Points (Business Context)
Desired State - How to Fix It