UseCases/Current/GenesysCloud/SL09 - Revision history

Shane.landy@genesys.com: Redirected page to UseCases/Current/GenesysCloud/CE37

2020-12-02T15:42:16Z

Redirected page to UseCases/Current/GenesysCloud/CE37

Show changes

Ed.jamer@genesys.com: Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

2020-11-17T15:02:58Z

Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

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

2020-07-15T12:05:53Z

Text replacement - "PureCloud" to "Genesys Cloud"

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

2020-07-15T11:33:43Z

Text replacement - "\|Offering?=([^\|]*)PureEngage" to "|Offering=$1GenesysEngage-onpremises"

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

2020-07-15T11:32:40Z

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

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/SL09 to UseCases/Current/GenesysCloud/SL09: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:49Z

WikiSysop moved page UseCases/Current/PureCloud/SL09 to UseCases/Current/GenesysCloud/SL09: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 16:23, May 20, 2020

2020-05-20T16:23:12Z

Shlandy93 at 10:13, May 18, 2020

2020-05-18T10:13:20Z

Shlandy93 at 12:12, April 20, 2020

2020-04-20T12:12:12Z

Shlandy93 at 12:10, April 20, 2020

2020-04-20T12:10:14Z

@@ Line 33: / Line 33: @@
 |Description=Predictive Engagement monitors individual customer journeys on a company website and applies machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via chat. It can instantly notify sales reps about hot leads and their behaviors. When the consumer interacts, the sales rep will have the customer journey information at their fingertips.
-Reporting, Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud are planned in 2019, for further details please contact your respective Product Manager.
+Reporting, Callback, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
 |PainPoints=* Inability to see, understand and engage in real time with customers and prospects across channels.
 * Low conversion rate on website.
@@ Line 52: / Line 52: @@
 |SellableItems=
 |CloudAssumptions=
-|CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud are planned in 2019, for further details please contact your respective Product Manager.</span>
+|CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.</span>
 <span>Historical reporting is planned in 2019, for further details please contact your respective Product Manager.</span>
@@ Line 115: / Line 115: @@
 |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with Genesys Cloud Widget.
 |AgentDeskRequirements=N/A
-|RealTimeReporting=Genesys Altocloud Analytical Dashboards report:
+|RealTimeReporting=Genesys Predictive Engagement Analytical Dashboards report:
 * Live Now: Live activity on the website.
 * Visitor Activity report: See visitor historical activity. Filter by segments and outcomes.
@@ Line 128: / Line 128: @@
 ** Agent Wrap Up
 * Data Export from real-time views supported for Journey data.
-|HistoricalReporting=Genesys Altocloud Analytical Dashboards report:
+|HistoricalReporting=Genesys Predictive Engagement Analytical Dashboards report:
 * Live Now. Live activity on the website.
 * Visitor Activity report. See visitor historical activity. Filter by segments and outcomes.
@@ Line 136: / Line 136: @@
-The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
+The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with Predictive Engagement. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
 |CustomerAssumptions=
 |SMART_PremiseAssumptions=

@@ Line 113: / Line 113: @@
 |DistributionImageFlow=
 |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules.
-|CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with PureCloud Widget.
+|CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with Genesys Cloud Widget.
 |AgentDeskRequirements=N/A
 |RealTimeReporting=Genesys Altocloud Analytical Dashboards report:
@@ Line 119: / Line 119: @@
 * Visitor Activity report: See visitor historical activity. Filter by segments and outcomes.
 * Action Map report: View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout actions.
-* PureCloud Analytics real-time dashboards. Include Journey values 'Has Customer Journey' and 'Proactive Chat' columns and filters:
+* Genesys Cloud Analytics real-time dashboards. Include Journey values 'Has Customer Journey' and 'Proactive Chat' columns and filters:
 ** Interactions
 ** Queue Performance
@@ Line 136: / Line 136: @@
-The Genesys Chat Routing CE18 use case is not used here as it is based on PureCloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
+The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
 |CustomerAssumptions=
 |SMART_PremiseAssumptions=

@@ Line 2: / Line 2: @@
 |ID=SL09
 |Title=Genesys Predictive Engagement
-|Offering=PureEngage
+|Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Productivity

@@ Line 22: / Line 22: @@
 |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.
 }}
-|UCIntro=This use case is replaced by {{Link-SomewhereInThisVersion|manual=PureCloud|topic=CE37}} that comprehensively covers both Sales and Customer Service scenarios.  This use case will be decommissioned at the end of June 2020.
+|UCIntro=This use case is replaced by {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE37}} that comprehensively covers both Sales and Customer Service scenarios.  This use case will be decommissioned at the end of June 2020.
 |UCOverview=One of the biggest challenges for the modern business is learning to utilize all of the data available to them in a way that is both meaningful and actionable. The data generated by a website is often left unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of page views this month–and we lose the ability to identify the potential customers who need engagement most. As a result, prospects who may be on the verge of signing up for a trial, completing a checkout, or any other desirable outcome, fall through the cracks.

@@ Line 22: / Line 22: @@
 |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.
 }}
-|UCIntro=
+|UCIntro=This use case is replaced by {{Link-SomewhereInThisVersion|manual=PureCloud|topic=CE37}} that comprehensively covers both Sales and Customer Service scenarios.  This use case will be decommissioned at the end of June 2020.
 |UCOverview=One of the biggest challenges for the modern business is learning to utilize all of the data available to them in a way that is both meaningful and actionable. The data generated by a website is often left unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of page views this month–and we lose the ability to identify the potential customers who need engagement most. As a result, prospects who may be on the verge of signing up for a trial, completing a checkout, or any other desirable outcome, fall through the cracks.
@@ Line 144: / Line 144: @@
 |Requires=
 |Conditions=
 }}

← Older revision	Revision as of 11:30, July 15, 2020
(No difference)

@@ Line 132: / Line 132: @@
 * Visitor Activity report. See visitor historical activity. Filter by segments and outcomes.
 * Action Map Report. View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout action.
 |GeneralAssumptions=Customer must use Genesys Widgets. Customer must deploy both Predictive Engagement and Widgets code snippets on their website or web pages.
@@ Line 137: / Line 138: @@
 The Genesys Chat Routing CE18 use case is not used here as it is based on PureCloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
 |CustomerAssumptions=
 |SMART_PremiseAssumptions=
 |PremiseAssumptionsAdditional=
 |SMART_CloudAssumptions=
 |CloudAssumptionsAdditional=
 |Requires=
 |Conditions=
-|DocVersion=v 1.0.1
+|Video=419850122
 }}

@@ Line 4: / Line 4: @@
 |Offering=PureEngage
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Sales Rep / Agent Productivity
+|UCBenefitID=
 |UCBenefit=Sales reps are empowered with real time customer journey data from your website. This visibility allows them to personalize and prioritize engagements with prospective customers. Productivity is improved when sales reps interact when they have the most impact. Our software predicts which prospects are most likely to buy or abandon based on outcomes from previous customers taken guesswork out of the equations for your sales teams.
 }}{{SMART Benefits
@@ Line 10: / Line 10: @@
 |UCBenefit=Accelerate sales cycles and lead conversion rates (MQL to SQL to conversion) by engaging prospects or online shoppers in real time—at the right time—as they browse your website.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improve CX and NPS scores and reduce Customer Effort by providing customers with a more timely and meaningful engagement online.
 }}{{SMART Benefits
@@ Line 22: / Line 22: @@
 |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.
 }}
 |UCOverview=One of the biggest challenges for the modern business is learning to utilize all of the data available to them in a way that is both meaningful and actionable. The data generated by a website is often left unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of page views this month–and we lose the ability to identify the potential customers who need engagement most. As a result, prospects who may be on the verge of signing up for a trial, completing a checkout, or any other desirable outcome, fall through the cracks.
@@ Line 47: / Line 48: @@
 * Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel for the specific customer segment.
 |BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce
 |MaturityLevel=Differentiated
 |CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud are planned in 2019, for further details please contact your respective Product Manager.</span>
 <span>Historical reporting is planned in 2019, for further details please contact your respective Product Manager.</span>
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Main Flow'''
@@ Line 105: / Line 111: @@
 * Collection of visitor's contact details
 * Engagement over chat session booking
 |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules.
 |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with PureCloud Widget.
@@ Line 125: / Line 132: @@
 * Visitor Activity report. See visitor historical activity. Filter by segments and outcomes.
 * Action Map Report. View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout action.
 |GeneralAssumptions=Customer must use Genesys Widgets. Customer must deploy both Predictive Engagement and Widgets code snippets on their website or web pages.
 The Genesys Chat Routing CE18 use case is not used here as it is based on PureCloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case.
 }}