UseCases/Current/GenesysEngage-onpremises/CE37 - Revision history

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

2021-02-16T12:30:42Z

UCC: Updated benefits to align with calculators

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

2020-12-01T16:46:13Z

UCC: Updated benefits to align with calculators

Shlandy93 at 16:11, October 2, 2020

2020-10-02T16:11:38Z

Shlandy93 at 11:28, September 29, 2020

2020-09-29T11:28:34Z

Show changes

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

2020-07-15T11:33:47Z

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

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE37 to UseCases/Current/GenesysEngage-onpremises/CE37: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:43Z

WikiSysop moved page UseCases/Current/PureEngage/CE37 to UseCases/Current/GenesysEngage-onpremises/CE37: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 14:49, April 16, 2020

2020-04-16T14:49:15Z

Show changes

Shlandy93 at 12:11, March 31, 2020

2020-03-31T12:11:36Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T23:03:29Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Shlandy93 at 09:35, June 11, 2019

2019-06-11T09:35:14Z

@@ Line 4: / Line 4: @@
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offer assistance only when in need of reducing customer annoyance.
 }}{{SMART Benefits

@@ Line 10: / Line 10: @@
 |UCBenefit=When the engagement requires escalation from self-service to assisted service, the agent is provided context of the journey.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Administration Costs
+|UCBenefitID=Improved Conversion Rates
-|UCBenefit=Improve self-service rates by providing customers with the right information at the right time or proactively offering a chatbot to automate the conversation and prevent contact with an agent.
+|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.
 }}
 |UCIntro=Please be advised that this use case has been merged with Genesys Predictive Engagement (SL09). SL09 has now been decommissioned and all relevant content is displayed in this use case.
@@ Line 129: / Line 135: @@
 * Information about the number of messages sent and received by bots.
 * The Media Sessions tab focuses on media sessions, contrasting the number of media sessions with the number (and percentage) of sessions with bots, and with the number of sessions (and percentage) with bots only.
-|DocVersion=v. 1.2.0
+|DocVersion=v. 1.2.1
 |GeneralAssumptions=*Genesys Widgets 9 must be used
 *General logic for routing of interactions is defined with logic within the mandatory use cases

@@ Line 3: / Line 3: @@
 |Title=Predictive Engagement for Customer Service
 |Offering=GenesysEngage-onpremises
 |UCIntro=Please be advised that this use case has been merged with Genesys Predictive Engagement (SL09). SL09 has now been decommissioned and all relevant content is displayed in this use case.
 |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, 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 conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who may 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.
@@ Line 17: / Line 27: @@
 *A customer is planning a trip abroad and needs to notify their credit card company. They go to the company's website and based on a search related to "travel alert," a chatbot is offered to assist to prevent the need to call the contact center.
 *A customer is proactively offered self-help options to assist with a transaction, for example providing a link to a video to help with a Return Merchandise Authorization (RMA).
 |UCSummary=Understanding and using knowledge of online activities and behaviors can provide context to better handle a follow-up digital or voice interaction to help customers who are shopping, buying, using the company's products across the full customer life cycle. This engagement intelligence can also be used for converting service requests to sales opportunities for cross-sell or up-sell. Genesys uses artificial intelligence to observe and analyze the progress of website visitors toward defined outcomes – service requests, pending transactions, application status.  The technology allows the business to engage with customers using dynamic observations and predictions rather than simple static rules- creating happier customers, smarter employees, and better outcomes.
@@ Line 129: / Line 129: @@
 * Information about the number of messages sent and received by bots.
 * The Media Sessions tab focuses on media sessions, contrasting the number of media sessions with the number (and percentage) of sessions with bots, and with the number of sessions (and percentage) with bots only.
 |GeneralAssumptions=*Genesys Widgets 9 must be used
 *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
 |CustomerAssumptions=*Customer must deploy both Genesys Predictive Engagement and Widgets code snippets on their website / web pages
-|RequiresAll=CE18, CE31
+|RequiresOr=CE18, CE31
 }}

@@ Line 2: / Line 2: @@
 |ID=CE37
 |Title=Predictive Engagement for Customer Service
-|Offering=PureEngage
+|Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score

@@ Line 37: / Line 37: @@
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |MaturityLevel=Differentiated
-|CloudAssumptionsAdditional_Sales=N/A
+|PremiseAssumptionsAdditional_Sales=*Requires Genesys Widgets 9<br />
-|PremiseAssumptionsAdditional_Sales=* Requires Genesys Widgets 9<br />
+*Requires Workspace Desktop Edition 8.5
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Main Flow'''
@@ Line 77: / Line 76: @@
 * Visits, Segments and Outcomes
 |HistoricalReporting=<span style="background-color: rgb(255, 255, 255);" data-mce-style="background-color: #ffffff;">Web Journey reporting from Altocloud will not be accessible via I</span>nfomart / CX Insights
 |GeneralAssumptions=* Genesys Widgets 9 must be used
 * General logic for routing of interactions will be using the logic defined within the mandatory use cases
@@ Line 89: / Line 87: @@
 |Cloud_Assumption=Integration of Altocloud desktop gadgets into Workspace Web Edition 9
 }}
 }}

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

@@ Line 43: / Line 43: @@
 |BusinessFlow='''Main Flow'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/e5d61d16-a4fb-4564-ab6f-2acd8111079a/0
-|BusinessFlowDescription=# The customer starts browsing on the company website.
+|BusinessFlowDescription=# The customer starts browsing the company website.
-# Genesys determines whether customer is new or returning to website, and associates data from previous journeys. '''[BL1]'''
+# Genesys determines whether the customer is new or returning to the website, and associates data from previous journeys.
-# The combination of segment and variations in outcome score can trigger an offer to chat with a chatbot while the customer is browsing the website. '''[BL2, BL3]'''
+# The combination of segment and variations in outcome score can trigger an offer to chat with a chatbot while the customer is browsing the website.
-# If the customer accepts the invitation for chat, a registration window will pop up where the customer can enter his data and the conversation with Genesys Blended AI Bots (CE31 Use Case) will start.  In the registration form, customer can either manually enter his contact details (name, email) or contact details will be pre-filled if already known to Genesys. '''[BL4]'''
+# If the customer accepts the invitation for chat, a registration window pops up where the customer can enter his data and the conversation with Genesys Blended AI Bots (CE31 Use Case) will start. In the registration form, customer can either manually enter his contact details (name, email) or contact details will be pre-filled if already known to Genesys.
 }}
 |BusinessLogic=====BL1 – Customer Identification<br />====
@@ Line 78: / Line 78: @@
 |HistoricalReporting=<span style="background-color: rgb(255, 255, 255);" data-mce-style="background-color: #ffffff;">Web Journey reporting from Altocloud will not be accessible via I</span>nfomart / CX Insights
 |SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=1.1.1
+|Hybrid_Assumption=1.1.2
 }}
 |GeneralAssumptions=* Genesys Widgets 9 must be used