UseCases/Current/GenesysCloud/CE37 - Revision history

Shlandy93 at 14:35, August 18, 2022

2022-08-18T14:35:23Z

Shlandy93 at 15:28, July 11, 2022

2022-07-11T15:28:48Z

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

2021-11-09T21:28:57Z

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

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T14:17:01Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Added video

2021-01-19T17:05:07Z

UCC: Added video

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2020-12-01T16:56:54Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T14:51:43Z

UCC: Acrolinx Updates

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:52Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

2020-07-15T11:34:44Z

Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

WikiSysop: Text replacement - "manual=PureCloud" to "manual=GenesysCloud"

2020-07-15T11:32:39Z

Text replacement - "manual=PureCloud" to "manual=GenesysCloud"

@@ Line 134: / Line 134: @@
 *Integration of Genesys Predictive Engagement desktop gadgets into Workspace Web Edition 9
-* Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity.
+*Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity.
-* Predictive Engagement can automatically create leads in Salesforce and any CRM that uses Rest APIs through Action Map orchestration.
+*Predictive Engagement can automatically create leads in Salesforce and any CRM that uses Rest APIs through Action Map orchestration.
-* Profiles can be looked up on the CRM and the lead information displayed within the Script tab of the Agent Desktop. Agents can also manually create and update lead information here without the need to directly log in to the CRM.
+*Profiles can be looked up on the CRM and the lead information displayed within the Script tab of the Agent Workspace. Agents can also manually create and update lead information here without the need to directly log in to the CRM.
 |CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / webpages.
 |RequiresAll=CE18, CE31

@@ Line 105: / Line 105: @@
 *Engagement over chat session
 |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules.
 |AgentDeskRequirements=*Integration of Genesys Predictive Engagement desktop gadgets into Workspace Desktop Edition 8.5 (in case chatbot conversation requires escalation to an agent)
 *Requires Interaction Connect
@@ Line 130: / Line 125: @@
 Performance reporting is available on Genesys Cloud CX, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
-|RequiresAll=CE18, CE31
+|DocVersion=V 1.1.1
 |GeneralAssumptions=*Genesys Widgets 9 must be used.
 *General logic for routing of interactions is defined with logic within the mandatory use cases.
@@ Line 138: / Line 133: @@
 *Genesys Interaction Connect release 2019R1 is required.
 *Integration of Genesys Predictive Engagement desktop gadgets into Workspace Web Edition 9
 |CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / webpages.
-|DocVersion=V 1.1.1
+|RequiresAll=CE18, CE31
 |Video=499587183
 |RelatedDocs={{TSSection}}
 }}

@@ Line 129: / Line 129: @@
 '''Analytics'''
-Performance reporting is available on Genesys Cloud, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
+Performance reporting is available on Genesys Cloud CX, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
 |RequiresAll=CE18, CE31
 |GeneralAssumptions=*Genesys Widgets 9 must be used.

@@ Line 4: / Line 4: @@
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Providing great customer experience leads to happier and more loyal customers. Website visitor experience is not disrupted with unnecessary offers of chat or interaction.  The agent has the right context and information to address and serve the customer or prospect successfully, resulting in improved first contact resolution.
 }}{{SMART Benefits
@@ Line 19: / Line 19: @@
 |UCBenefit=Representatives are empowered with real time customer journey data which allows them to personalize and prioritize engagements with prospective and existing customers.
 }}
-|UCIntro=This use case now includes  capabilities previously documented under SL09 and supports both Customer Service and Sales verticals.
+|UCIntro=This use case now includes capabilities previously documented under Genesys Predictive Engagement for Sales (SL09) and supports both Customer Service and Sales verticals.
 |UCOverview=One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result you might overlook the intentions and reactions of individual customers and prospects. Focus is often placed on the broad strokes–key metrics like the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who might be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but extending your staff is costly.
@@ Line 130: / Line 130: @@
 Performance reporting is available on Genesys Cloud, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
 |GeneralAssumptions=*Genesys Widgets 9 must be used.
 *General logic for routing of interactions is defined with logic within the mandatory use cases.
@@ Line 136: / Line 137: @@
 *General logic for routing of interactions uses part of these cases. If CE18 is already deployed and customized, SL09 design and configuration must be accounted for.
 *Genesys Interaction Connect release 2019R1 is required.
 |CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / webpages.
-|RequiresAll=CE18, CE31
+|DocVersion=V 1.1.1
 |Video=499587183
 |RelatedDocs={{TSSection}}
 }}

@@ Line 19: / Line 19: @@
 |UCBenefit=Representatives are empowered with real time customer journey data which allows them to personalize and prioritize engagements with prospective and existing customers.
 }}
-|UCIntro=This use case now includes  capabilities previously documented under {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=SL09}} and supports both Customer Service and Sales verticals.
+|UCIntro=This use case now includes  capabilities previously documented under SL09 and supports both Customer Service and Sales verticals.
 |UCOverview=One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result you might overlook the intentions and reactions of individual customers and prospects. Focus is often placed on the broad strokes–key metrics like the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who might be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but extending your staff is costly.
@@ Line 130: / Line 130: @@
 Performance reporting is available on Genesys Cloud, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
 |GeneralAssumptions=*Genesys Widgets 9 must be used.
 *General logic for routing of interactions is defined with logic within the mandatory use cases.
@@ Line 147: / Line 146: @@
 |Cloud_Assumption=Integration of Genesys Predictive Engagement desktop gadgets into Workspace Web Edition 9
 }}
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Retain customers by increasing customer satisfaction with faster and more personalized service. Improve the ability to up-sell and cross-sell existing customers with data based on their current interests, online journeys, and prior purchasing behavior.
 }}{{SMART Benefits
-|UCBenefitID=Increased Quality of Lead Conversion
+|UCBenefitID=Improved Conversion Rates
 |UCBenefit=Follow individual customer journeys in real time on your website. Identify the moment of struggle or moment of opportunity and start a chat or voice interaction with a sales agent at the right time to increase lead volume, improve lead qualification, and reduce customer churn.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Sales and Marketing Costs
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Reduce customer acquisition cost (CAC). Predict which prospects are most likely to buy based on successful outcomes from previous customers. Use these insights to focus marketing efforts and ad spend on target profiles or sales activities.
+|UCBenefit=When the engagement requires escalation from self-service to assisted service, the agent is provided context of the journey.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Employee Productivity
-|UCBenefit=Improve self-service rates by providing customers with the right information at the right time or proactively offering to a chatbot to automate the conversation and prevent contact with an agent.
+|UCBenefit=Representatives are empowered with real time customer journey data which allows them to personalize and prioritize engagements with prospective and existing customers.
 }}
 |UCIntro=This use case now includes  capabilities previously documented under {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=SL09}} and supports both Customer Service and Sales verticals.
@@ Line 130: / Line 130: @@
 Performance reporting is available on Genesys Cloud, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
-|DocVersion=V 1.1.0
+|DocVersion=V 1.1.1
 |GeneralAssumptions=*Genesys Widgets 9 must be used.
 *General logic for routing of interactions is defined with logic within the mandatory use cases.

@@ Line 11: / Line 11: @@
 }}{{SMART Benefits
 |UCBenefitID=Increased Quality of Lead Conversion
-|UCBenefit=Follow individual customer journeys in real time on your website. Identify the moment of struggle or moment of opportunity and launch a chat or voice interaction with a sales agent at the right time to increase lead volume, improve lead qualification, and reduce customer churn.
+|UCBenefit=Follow individual customer journeys in real time on your website. Identify the moment of struggle or moment of opportunity and start a chat or voice interaction with a sales agent at the right time to increase lead volume, improve lead qualification, and reduce customer churn.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Sales and Marketing Costs
@@ Line 20: / Line 20: @@
 }}
 |UCIntro=This use case now includes  capabilities previously documented under {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=SL09}} and supports both Customer Service and Sales verticals.
-|UCOverview=One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result you might overlook the intentions and reactions of individual customers and prospects. Focus is often placed on the broad strokes–key metrics like the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who might be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real-time. Expectations for time-to-respond are increasing but growing your staff is costly.
+|UCOverview=One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result you might overlook the intentions and reactions of individual customers and prospects. Focus is often placed on the broad strokes–key metrics like the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who might be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but extending your staff is costly.
 Genesys Predictive Engagement uses machine learning to observe the progress of website visitors toward defined business outcomes –such as purchase completion or requesting a quote.  Genesys Predictive Engagement enables the business to use real-time observations and predictions rather than static rules, to trigger intervention only at the points when it is needed most.
-For customers seeking service or support, a company’s website is often the first point of contact, even if it is only to find a phone number to call. But companies are challenged with making sense of and learning to use all the data generated by their website in a way that is both meaningful and actionable in real-time. As a result, customers either end up calling into the contact center (an expensive support channel) or get frustrated with your business because they can’t find the help they need. Genesys Predictive Engagement prioritizes engagement with high value visitors and proactively offers chat to better utilize your staff and reduce your costs.
+For customers seeking service or support, a company’s website is often the first point of contact, even if it is only to find a phone number to call. But companies are challenged with making sense of and learning to use all the data generated by their website in a way that is both meaningful and easy to act on in real time. As a result, customers either end up calling into the contact center (an expensive support channel) or get frustrated with your business because they can’t find the help they need. Genesys Predictive Engagement prioritizes engagement with high value visitors and proactively offers chat to better utilize your staff and reduce your costs.
 Examples of how the customer experience can be optimized by using data, context, and website behavior for a predictive engagement:
@@ Line 38: / Line 38: @@
 Predictive Engagement's real-time engagement sophistication increases customer satisfaction, improves conversion rate, and optimizes the use of agent resources for the highest value customers leading to improvement of key performance indicators like call deflection, average order value (AOV), first contact resolution, and conversion rates.
 |PainPoints=*Inability to see, understand and engage in real time with customers and prospects across channels.
 *Low conversion rate on website.
@@ Line 50: / Line 49: @@
 *Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel for the specific customer segment.
 |BuyerPersonas=Chief Marketing Officer, Head of Customer Experience, Head of Sales Operations, Head of Marketing Operations, Head of Operations, Head of Customer Service
 |MaturityLevel=Differentiated
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Main Flow'''
@@ Line 111: / Line 104: @@
 *Collection of visitor's contact details
 *Engagement over chat session
 |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules.
 |CustomerInterfaceRequirements=Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity.
@@ Line 121: / Line 113: @@
 *Requires Interaction Connect
 *Single sign-on is available as an option
 |RealTimeReporting=An admin can see the Live Now view of current visitors and live tracking information on the site. The views allow admins to make real-time operational decisions, for example,  if a marketing campaign has gone live and drill into individual customer journeys.<br />
 |HistoricalReporting=The visitor activity report provides trend analysis and a drill-down by device type.  Reporting on segments matched and outcomes achieved.  Action map performance of action types; web chat, content offers, and architect flow.
@@ Line 139: / Line 130: @@
 Performance reporting is available on Genesys Cloud, it gives an in-depth look at individual queue and agent performance.  There are three different types of reports:  canned reports, customized reports, and raw data API feeds.
 |GeneralAssumptions=*Genesys Widgets 9 must be used.
-*General logic for routing of interactions will be defined with logic within the mandatory use cases.
+*General logic for routing of interactions is defined with logic within the mandatory use cases.
 *Design and configuration of this use should account for previous deployment of mandatory use cases.
-*Genesys Widgets must be used. Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / web pages.
+*Genesys Widgets must be used. Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / webpages.
 *General logic for routing of interactions uses part of these cases. If CE18 is already deployed and customized, SL09 design and configuration must be accounted for.
 *Genesys Interaction Connect release 2019R1 is required.
-|CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / web pages.
+|CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / webpages.
 |RequiresAll=CE18, CE31
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Integration of Genesys Predictive Engagement desktop gadgets into Workspace Desktop Edition 8.5
 }}{{SMART PremiseAssumptions
-|Premise_Assumption=Genesys Predictive Engagement for On Premises is sold as Subscription only (On Premises Perpetual customers may consume through subscription).
+|Premise_Assumption=Genesys Predictive Engagement for On Premises is sold as Subscription only (On premises Perpetual customers may consume through subscription).
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions

@@ Line 2: / Line 2: @@
 |ID=CE37 (Consolidation)
 |Title=Genesys Predictive Chatbots
-|Offering=PureCloud
+|Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score