Solution/GenesysCloudPredictiveEngagementSolutions - Revision history

WikiSysop at 10:01, October 28, 2022

2022-10-28T10:01:17Z

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:54Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

2021-11-09T17:02:48Z

Published

New page

{{Article
|Standalone=Yes
|DisplayName=Genesys Predictive Engagement for Genesys Cloud Solution Guide
|TocName=Genesys Predictive Engagement for Genesys Cloud Solution Guide
|Context=Genesys Predictive Engagement integrates with Genesys Cloud to provide an AI-powered customer engagement solution that:

*Analyzes customer behavior on websites
*Predicts the outcomes customers are trying to achieve
*Personalizes customer engagements in real time to improve the customer experience and optimize business outcomes
|ComingSoon=No
|Platform=GenesysCloud
|Section={{Section
|sectionHeading=Solution overview
|anchor=Overview
|alignment=Vertical
|structuredtext====About Genesys Predictive Engagement===
Genesys Predictive Engagement analyzes the real-time behavior of prospects and customers, using machine learning and AI to drive the best next step in their journey. Understanding patterns such as sales abandonments or churn risk, it triggers the action in the ideal moment that optimizes your {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=business outcomes}} and your customers' experience. For example, Predictive Engagement can trigger automated or agent-assisted {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} or {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}} offers. It can also trigger automated {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_content_offers|display text=content offers}}.

Predictive Engagement can:

*Evaluate who to engage with now, and who can wait
*Engage customers at the right moment and in the right way
*Extend customer engagement beyond digital channels easily, with visibility throughout the journey
*Evolve as customer behavior changes to optimize outcomes dynamically

For more information, see [https://all.docs.genesys.com/ATC Genesys Predictive Engagement] in the Shared Resource Center.

===About Genesys Cloud===
Genesys Cloud is an all-in-one contact center solution that allows you to connect with your customers through phone, email, chat, and social media in one seamless tool. It's a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Genesys Cloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access with a marginal IT footprint. For more information, see the [https://help.mypurecloud.com/ Genesys Cloud Resource Center].

===About the integration===
Genesys Predictive Engagement is a real-time journey analytics platform that observes and analyzes visitors on Genesys Cloud customer websites. It predicts the probability of visitors achieving a desirable business outcome. Then, it offers the most appropriate and effective channel to help visitors complete their journey.

Administrators can configure and manage Genesys Predictive Engagement through Genesys Cloud. Administrators can also use the Live Now view in Genesys Cloud to see real-time information about visitors on your website and adjust configurations to meet your business goals.

An agent can pick up a customer interaction in Genesys Cloud and see the customer's journey on your website. This information helps agents understand where the customer might be struggling and provide a personalized response.

For more information, see [https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud Resource Center.
|Status=No
}}{{Section
|sectionHeading=Features and benefits
|anchor=FeaturesBenefits
|alignment=Vertical
|structuredtext=Genesys Predictive Engagement evaluates visitor behavior using real-time data, historical data, machine learning, and dynamic behavioral segmentation to understand intent. It predicts the outcomes customers are trying to achieve and personalizes engagements to help customers achieve those outcomes. It draws from segmentation and real-time outcome scoring to identify the ideal moment to engage. It then uses action maps to proactively connect the customer with the right resource at the right time to secure the desired outcome.

{{{!}} class="wikitable"
{{!}}+
!Feature
!What it does
!Benefits
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Customer tracking}}
{{!}}
*Tracks what customers do and where they go on your website

*Uses Genesys AI and machine learning to capture and analyze data in real time
{{!}}
*Improves your understanding of the effectiveness of your website

*Provides insight into the needs of your customers
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=Customer segmentation}}
{{!}}
*Classifies customers based on shared behaviors and characteristics
*Uses dynamic behavioral segmentation and machine learning to identify which customers are likely to buy or abandon
*Engages specific segments of customers during a single web session (session segments) or based on events that occurred during previous visits (customer segments - coming soon)
{{!}}
*Improves customer conversions
*Provides a means to evaluate how well you are engaging segments of customers
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=Action maps}}
{{!}}
*Determines when and how to engage with customers
*Triggers based on any combination of segment, customer activity, or outcome score
*Intervenes at key points in a customer's journey and presents a content, messaging, or chat offer
{{!}}
*Decreases support tickets
*Reduces abandon rates
*Lowers costs associated to agent-assisted interactions
*Increases customer satisfaction through personalized service and targeted offers
{{!}}-
{{!}}Customer journey visualization ({{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=agents}}, {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now|display text=administrators}})
{{!}}
*Provides agents with visibility into a customer's journey across all channels
*Provides administrators with a live view of who is active on your website currently, and other relevant information
*Displays data to agents from external systems, such as package tracking systems
{{!}}
*Provides insight into a customer's questions, based on their searches
*Improves an agent's ability to provide personalized service
*Empowers agents to prioritize engagements
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=Outcome predictions and scoring}}
{{!}}
*Uses AI and machine learning to analyze traffic on your website to identify patterns of behavior
*Predicts the probability of a customer achieving a specific business outcome based on previous and real-time web behaviors
{{!}}
*Allows agents to see what outcomes a customer achieved, or how close the customer is to achieving an outcome
*Improves outcomes
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Custom_sessions|display text=Custom sessions and events}}
{{!}}
*Captures information about customer-related activity in your third-party systems
{{!}}
*Improves an agent's ability to handle customer enquiries
*Reduces handling time, since agents don't need to search multiple systems for information
*Increases the single contact resolution rate
{{!}}-
{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_analytics|display text=Analytics}}
{{!}}
*Captures data about visits to your website
*Captures data about action map performance
*Captures billing and usage information
{{!}}
*Improves your understanding of the types of visitors who come to your website and usage trends
*Helps you to optimize your website according to visitor demographics, location, and devices used
*Provides insight into the effectiveness of your action maps (for example, does it trigger at the right time and how did visitors respond)
*Improves your understanding of your Genesys Cloud billing and usage, including usage charges for Predictive Engagement events

<br />
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Prerequisites and pricing
|anchor=Prerequisites
|alignment=Vertical
|structuredtext====Prerequisites===
An administrator must fulfill the [https://help.mypurecloud.com/articles/?p=195855 Predictive Engagement prerequisites] before configuring Predictive Engagement.

===Genesys Cloud domains===
Ensure that your network configuration allows access to the {{Link-Standalone|topic=ATC/RequiredPCDomains|display text=required Genesys Cloud domains}}.

===Supported browsers===
Genesys Predictive Engagement supports the browsers listed in the [https://help.mypurecloud.com/articles/?p=7881 Genesys Cloud system requirements].

===Event pricing===
An administrator deploys the Predictive Engagement web tracking snippet to your website, which starts the accrual of browsing events (typically a page view). Charges for Predictive Engagement are [https://help.mypurecloud.com/articles/?p=212041 per event].
|Status=No
}}{{Section
|sectionHeading=Data compliance and usage
|anchor=DataCompUsage
|alignment=Vertical
|structuredtext====Data compliance===
Tracking sensitive customer data requires compliance with GDPR and other regulations. For the purposes of GDPR compliance, Genesys is a data processor on behalf of our customers who use the Genesys Predictive Engagement product. You are the data controllers of the personal data that you collect from your end customers.

For more information about how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data, see:

*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Genesys Predictive Engagement considerations}}
*[https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance]
*[https://developer.mypurecloud.com/api/rest/v2/generaldataprotectionregulation/index.html Genesys Cloud GDPR API]

===Data usage===
Genesys Predictive Engagement collects data about activity on your websites to gain insight into your website visitors. It uses machine learning and AI to analyze visitor-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific visitor achieving a specific business outcome. For example, completing a purchase, signing up for a webinar, or filling out a form. Predictive Engagement bases its predictions on historical data combined with real time, one-to-one data.

For more information about the data that Predictive Engagement tracks, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_data_tracking}}.
|Status=No
}}{{Section
|sectionHeading=Get started
|anchor=GetStarted
|alignment=Vertical
|structuredtext=Following is a high-level overview for getting started with Predictive Engagement for Genesys Cloud.

#Enable the Predictive Engagement feature (for more information, contact your designated Customer Success Manager).
#Assign the appropriate [https://help.mypurecloud.com/articles/?p=195191 permissions] to your administrators, agents, and other Predictive Engagement users.
#[https://help.mypurecloud.com/articles/?p=239313 Create a configuration] to define the appearance and behavior of the messenger window.
#[https://help.mypurecloud.com/articles/?p=239328 Define a deployment], assign the configuration to it, and then publish the deployment to your website.
#Configure {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=web tracking}} to track visitors as they move around your website.
#Create {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=segments}} to identify and classify customers based on their shared behavior and characteristics
#Create {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=outcomes}} to define the business goals to track and predict
#Create {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_content_offers|display text=content offers}} to encourage customers to complete a specific action
#Configure {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to engage customers through web messaging, web chat, or content offers
|Status=No
}}{{Section
|sectionHeading=Example: Engagement scenario
|anchor=Scenario
|alignment=Vertical
|structuredtext=Following is an example of an engagement with a customer.

[[File:GPE example scenario diagram.png|600px]]

===Customer's view===
Following is the customer's view of the interaction on your website.

[[File:GPE CustomerView.png]]

===Agent's view===
Following is the agent's view in Genesys Cloud of the interaction and the {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=customer's journey}}.

[[File:GPE AgentView.png]]

===Administrator's view===
Following is the administrator's view in Genesys Cloud of the customer's journey in {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}.

[[File:GPE AdminView.png]]
|Status=No
}}{{Section
|sectionHeading=Reporting in Predictive Engagement
|anchor=PEReporting
|alignment=Vertical
|structuredtext=Genesys Predictive Engagement collects data from all your touch points over time to create a full and accurate picture of each customer. It tracks channel behavior and other preferences so that you can build business models driven by historical trends. The data allows you to spot patterns and use them to improve customer journey mapping.

===Visitor Activity===
The {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Visitor_Activity}} report shows the number of visitors on your website during a specific time period and tracks usage trends.<br />[[File:VisitorActivityPEPC.png|link=https://all.docs.genesys.com/File:VisitorActivityPEPC.png]]

===Action Map Performance===
The {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_Map_Performance}} report provides insight into the effectiveness of your action maps.<br />
[[File:ActionMapPerfPEPC.png|link=https://all.docs.genesys.com/File:ActionMapPerfPEPC.png]]

==={{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Usage}}===
Shows your billing and usage information for Genesys Cloud and Genesys Predictive Engagement.
[[File:BillingUsage.png|link=https://all.docs.genesys.com/File:BillingUsage.png|800px]]
<br />
|Status=No
}}{{Section
|sectionHeading=Reporting in Genesys Cloud
|anchor=GCReporting
|alignment=Vertical
|structuredtext=Predictive Engagement collects data from all your touch points over time to create a full and accurate picture of each customer. It tracks channel behavior and other preferences so that you can build business models driven by historical trends. The data allows you to spot patterns and use them to improve customer journey mapping.

===Journey Action Maps view===
The [https://help.mypurecloud.com/articles/?p=238676/ Journey Action Maps Summary view] displays metrics about the effectiveness of your action maps. For example, the number of times an action map qualified to be offered to a visitor.

===Journey Segments view===
The [https://help.mypurecloud.com/articles/?p=238683/ Journey Segments view] displays metrics on specific segments of visitors and how well you are engaging them. For example, the number of outcomes that were achieved by session segments and customer segments using an action map.

===Journey Outcomes view===
The [https://help.mypurecloud.com/articles/?p=238681/ Journey Outcomes view] displays metrics on the outcomes of visitors achieving your business objectives. For example, the number of outcomes that were achieved by a visitor using an action map.
|Status=No
}}{{Section
|sectionHeading=Third-party integrations
|anchor=ThirdParty
|alignment=Vertical
|structuredtext=You can use {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows|display text=Genesys Architect flows}} (webhooks) to create in-house and third-party integrations to provide real-time feeds.

Predictive Engagement also integrates with the following:

*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Google_Tag_Manager|display text=Google Tag Manager}} to customize and deploy the Predictive Engagement tracking snippet or Messenger snippet
*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Adobe_Launch|display text=Adobe Launch}} to customize and deploy the Predictive Engagement tracking snippet or Messenger snippet
*{{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|display text=Adobe Experience Platform}} to look up a customer's profile and display richer contextual data to agents
*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=ScenarioArchFlows|display text=Salesforce}} to create leads from campaign-related web activity in Predictive Engagement
*{{Link-Standalone|topic=ATC/GPESFLightning|display text=Salesforce Lightning}} to allow agents to view customer journey data in Salesforce Lightning
|Status=No
}}{{Section
|sectionHeading=Appendix
|anchor=Appendix
|alignment=Vertical
|structuredtext====Genesys AppFoundry catalog===

*[https://appfoundry.genesys.com/filter/genesyscloud/listing/bee95a8a-3315-42f4-a5ba-4e727759510c Genesys Predictive Engagement]

===Documentation===

*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}
*{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}
*[https://developer.mypurecloud.com/api/webmessaging/messengersdk/ Messenger JavaScript SDK] in the Genesys Developer Center
*[https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud Resource Center
*[[UseCases/Current/GenesysCloud/CE37|Genesys Predictive Engagement (CE37) for Genesys Cloud]] (use case)

===Videos===

*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Admin_videos|display text=Administrator videos}}
*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Videos|display text=Event tracking videos}}
*[https://vimeo.com/419850122 Genesys Predictive Engagement (CE37) for Genesys Cloud]
*[https://www.genesys.com/explore/ai-journey/en/index.html The AI-powered contact center]
|Status=No
}}
}}

@@ Line 97: / Line 97: @@
 *Allows agents to see what outcomes a customer achieved, or how close the customer is to achieving an outcome
 *Improves outcomes
 {{!}}-
 {{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_analytics|display text=Analytics}}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=Genesys Predictive Engagement for Genesys Cloud Solution Guide
+|DisplayName=Genesys Predictive Engagement for Genesys Cloud CX Solution Guide
-|TocName=Genesys Predictive Engagement for Genesys Cloud Solution Guide
+|TocName=Genesys Predictive Engagement for Genesys Cloud CX Solution Guide
-|Context=Genesys Predictive Engagement integrates with Genesys Cloud to provide an AI-powered customer engagement solution that:
+|Context=Genesys Predictive Engagement integrates with Genesys Cloud CX to provide an AI-powered customer engagement solution that:
 *Analyzes customer behavior on websites
@@ Line 26: / Line 26: @@
 For more information, see [https://all.docs.genesys.com/ATC Genesys Predictive Engagement] in the Shared Resource Center.
-===About Genesys Cloud===
+===About Genesys Cloud CX===
-Genesys Cloud is an all-in-one contact center solution that allows you to connect with your customers through phone, email, chat, and social media in one seamless tool. It's a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Genesys Cloud is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access with a marginal IT footprint. For more information, see the [https://help.mypurecloud.com/ Genesys Cloud Resource Center].
+Genesys Cloud CX is an all-in-one contact center solution that allows you to connect with your customers through phone, email, chat, and social media in one seamless tool. It's a suite of cloud services for enterprise-grade communications, collaboration, and contact center management. Genesys Cloud CX is built on top of Amazon Web Services (AWS) and uses a distributed cloud environment that provides secure access with a marginal IT footprint. For more information, see the [https://help.mypurecloud.com/ Genesys Cloud CX Resource Center].
 ===About the integration===
-Genesys Predictive Engagement is a real-time journey analytics platform that observes and analyzes visitors on Genesys Cloud customer websites. It predicts the probability of visitors achieving a desirable business outcome. Then, it offers the most appropriate and effective channel to help visitors complete their journey.
+Genesys Predictive Engagement is a real-time journey analytics platform that observes and analyzes visitors on Genesys Cloud CX customer websites. It predicts the probability of visitors achieving a desirable business outcome. Then, it offers the most appropriate and effective channel to help visitors complete their journey.
-Administrators can configure and manage Genesys Predictive Engagement through Genesys Cloud. Administrators can also use the Live Now view in Genesys Cloud to see real-time information about visitors on your website and adjust configurations to meet your business goals.
+Administrators can configure and manage Genesys Predictive Engagement through Genesys Cloud CX. Administrators can also use the Live Now view in Genesys Cloud CX to see real-time information about visitors on your website and adjust configurations to meet your business goals.
-An agent can pick up a customer interaction in Genesys Cloud and see the customer's journey on your website. This information helps agents understand where the customer might be struggling and provide a personalized response.
+An agent can pick up a customer interaction in Genesys Cloud CX and see the customer's journey on your website. This information helps agents understand where the customer might be struggling and provide a personalized response.
-For more information, see [https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud Resource Center.
+For more information, see [https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud CX Resource Center.
 |Status=No
 }}{{Section
@@ Line 115: / Line 115: @@
 *Helps you to optimize your website according to visitor demographics, location, and devices used
 *Provides insight into the effectiveness of your action maps (for example, does it trigger at the right time and how did visitors respond)
-*Improves your understanding of your Genesys Cloud billing and usage, including usage charges for Predictive Engagement events
+*Improves your understanding of your Genesys Cloud CX billing and usage, including usage charges for Predictive Engagement events
 <br />
@@ Line 127: / Line 127: @@
 An administrator must fulfill the [https://help.mypurecloud.com/articles/?p=195855 Predictive Engagement prerequisites] before configuring Predictive Engagement.
-===Genesys Cloud domains===
+===Genesys Cloud CX domains===
-Ensure that your network configuration allows access to the {{Link-Standalone|topic=ATC/RequiredPCDomains|display text=required Genesys Cloud domains}}.
+Ensure that your network configuration allows access to the {{Link-Standalone|topic=ATC/RequiredPCDomains|display text=required Genesys Cloud CX domains}}.
 ===Supported browsers===
-Genesys Predictive Engagement supports the browsers listed in the [https://help.mypurecloud.com/articles/?p=7881 Genesys Cloud system requirements].
+Genesys Predictive Engagement supports the browsers listed in the [https://help.mypurecloud.com/articles/?p=7881 Genesys Cloud CX system requirements].
 ===Event pricing===
@@ Line 146: / Line 146: @@
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Genesys Predictive Engagement considerations}}
-*[https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance]
+*[https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud CX and GDPR compliance]
-*[https://developer.mypurecloud.com/api/rest/v2/generaldataprotectionregulation/index.html Genesys Cloud GDPR API]
+*[https://developer.mypurecloud.com/api/rest/v2/generaldataprotectionregulation/index.html Genesys Cloud CX GDPR API]
 ===Data usage===
@@ Line 158: / Line 158: @@
 |anchor=GetStarted
 |alignment=Vertical
-|structuredtext=Following is a high-level overview for getting started with Predictive Engagement for Genesys Cloud.
+|structuredtext=Following is a high-level overview for getting started with Predictive Engagement for Genesys Cloud CX.
 #Enable the Predictive Engagement feature (for more information, contact your designated Customer Success Manager).
@@ Line 184: / Line 184: @@
 ===Agent's view===
-Following is the agent's view in Genesys Cloud of the interaction and the {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=customer's journey}}.
+Following is the agent's view in Genesys Cloud CX of the interaction and the {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=customer's journey}}.
 [[File:GPE AgentView.png]]
 ===Administrator's view===
-Following is the administrator's view in Genesys Cloud of the customer's journey in {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}.
+Following is the administrator's view in Genesys Cloud CX of the customer's journey in {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}.
 [[File:GPE AdminView.png]]
@@ Line 207: / Line 207: @@
 ==={{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Usage}}===
-Shows your billing and usage information for Genesys Cloud and Genesys Predictive Engagement.
+Shows your billing and usage information for Genesys Cloud CX and Genesys Predictive Engagement.
 [[File:BillingUsage.png|link=https://all.docs.genesys.com/File:BillingUsage.png|800px]]
 <br />
 |Status=No
 }}{{Section
-|sectionHeading=Reporting in Genesys Cloud
+|sectionHeading=Reporting in Genesys Cloud CX
 |anchor=GCReporting
 |alignment=Vertical
@@ Line 253: / Line 253: @@
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}
 *[https://developer.mypurecloud.com/api/webmessaging/messengersdk/ Messenger JavaScript SDK] in the Genesys Developer Center
-*[https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud Resource Center
+*[https://help.mypurecloud.com/articles/?p=190171 About Predictive Engagement] in the Genesys Cloud CX Resource Center
-*[[UseCases/Current/GenesysCloud/CE37|Genesys Predictive Engagement (CE37) for Genesys Cloud]] (use case)
+*[[UseCases/Current/GenesysCloud/CE37|Genesys Predictive Engagement (CE37) for Genesys Cloud CX]] (use case)
 ===Videos===
@@ Line 260: / Line 260: @@
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Admin_videos|display text=Administrator videos}}
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Videos|display text=Event tracking videos}}
-*[https://vimeo.com/419850122 Genesys Predictive Engagement (CE37) for Genesys Cloud]
+*[https://vimeo.com/419850122 Genesys Predictive Engagement (CE37) for Genesys Cloud CX]
 *[https://www.genesys.com/explore/ai-journey/en/index.html The AI-powered contact center]
 |Status=No
 }}
 }}