Genesys Messaging (CE34) for GenesysCloud

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This topic is part of the manual Genesys Cloud Use Cases for version Public of Genesys Use Cases.
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Offer a powerful new way for customers to connect with you directly in Messages

What's the challenge?

To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.

What's the solution?

Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies

Story and Business Context

In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.

Genesys messaging enables two-way conversations between consumers and businesses on familiar mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.

This use case enables businesses to handle messaging conversations with channels like Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp in their Genesys contact center environment. Businesses must apply for approval with WhatsApp and get their use cases approved by WhatsApp to be part of the ecosystem.

To increase successful self-service interactions, a chatbot used over these messaging channels can automate the conversation with the customer. This feature transfers the interaction to a contact center agent seamlessly if needed (outside the scope of this use case). When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:

  • Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing
  • Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed
  • Reduced costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types in the same agent desktop
  • Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day, week, or buying or service journey
  • Workforce management and reporting integrated with the rest of the contact center
  • Improved brand perception by offering new channels that expect to be heavily promoted
  • Convenience for consumers in using familiar messaging app as opposed to having to open a separate chat window

Use Case Benefits

Use Case Benefits Explanation
Improved First Contact Resolution Match every consumer with the agent best equipped to respond through skills-based routing while reducing handle time
Improved Net Promoter Score Carry context across channels and match the consumer with an appropriately skilled agent. Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey. Make it convenient for consumers by using familiar messaging apps as opposed to having to open a separate chat window.
Reduced Administration Costs Reduce costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop

Summary

A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction(such capabilities vary by channel).


Use Case Definition

Business Flow

Approval Flow

Business Flow Description

  • WhatsApp
    • If the brand was approved by WhatsApp, they can engage with us to get on-boarded to Genesys. We can help with pre-approvals, but a brand should not assume they are pre-approved, because they expressed interest with us, or purchased Genesys Messaging for WhatsApp from us.
    • The customer can go live with Genesys Messaging for WhatsApp. While in beta, WhatsApp may want to check out the company’s implementation before allowing them to go live.
    • WhatsApp tracks a quality score which determines how many unique customers a business may contact per day (1000, 10,000, or up to 100,000). A decrease in quality score may temporarily reduce the number of customers the business may contact.
    • Repeated violations of WhatsApp Terms of Service or persistent low quality scores may disqualify a business from using the WhatsApp platform.

Business Flow

Messaging Flow

Business Flow Description

  1. Company invites the customer to initiate a conversation via messaging e.g via a custom Click to Action button in their app, on their website, or in an email or promotional materials.
  2. The customer clicks the chat message icon, and sends an initial message to begin the conversation.
  3. The Genesys system checks to see if it can recognize the customer.
  4. For brand new interactions,Facebook, Twitter, and LINE pass platform-specific unique IDs; the end customer must volunteer additional information for identity matching. WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
  5. For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.
  6. The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within the last 72 hours.
  7. If the message is part of an ongoing conversation, it is routed to the last agent if they are available.
  8. If the message is not part of an ongoing conversation, it may be routed to a Bot (out of scope for CE34), or
  9. If the message is not part of an ongoing conversation, the message may be processed by a Genesys Cloud Architect Flow and assigned required skills based on keywords.
  10. The message is transferred by skills-based ACD to an Agent queue.
  11. When routed to an agent, the customer and agent begin a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, and images.
  12. Customer and agent interact via messaging service and after conversation is complete, agent dispositions the interaction.

Related Documentation



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.