UseCases/Current/GenesysEngage-onpremises/SL09 - Revision history

Shlandy93: Redirected page to UseCases/Current/GenesysEngage-onpremises/CE37

2020-09-29T12:43:13Z

Redirected page to UseCases/Current/GenesysEngage-onpremises/CE37

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

2020-07-15T11:33:46Z

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

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/SL09 to UseCases/Current/GenesysEngage-onpremises/SL09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:32Z

WikiSysop moved page UseCases/Current/PureEngage/SL09 to UseCases/Current/GenesysEngage-onpremises/SL09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:57, April 16, 2020

2020-04-16T15:57:16Z

Shlandy93 at 12:39, March 31, 2020

2020-03-31T12:39:17Z

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

2020-01-20T21:31:23Z

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

Shlandy93 at 13:17, August 14, 2019

2019-08-14T13:17:28Z

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Bgrenon: 1 revision imported

2019-04-24T12:24:14Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:13Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:52Z

1 revision imported: Updating for Maturity Level

@@ Line 2: / Line 2: @@
 |ID=SL09
 |Title=Genesys Predictive Engagement
-|Offering=PureEngage
+|Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Sales and Marketing Costs

@@ Line 7: / Line 7: @@
 |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 a target profiles or sales sales activities.
 }}{{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 16: / Line 16: @@
 |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.
 }}{{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 48: / 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
 |PremiseAssumptionsAdditional_Sales=* SFDC Third-Party Integration and Content Offer capabilities with Genesys Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
@@ Line 106: / 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=* Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity
@@ Line 116: / Line 122: @@
 General logic for routing of interactions uses part of these cases. If CE18 is already deployed and customized, SL09 design and configuration must take it into account.
 |RequiresAll=CE18
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Genesys desktop gadgets are integrated into Workspace Desktop Edition.
 }}
 |DocVersion=v 1.1.4
 }}

@@ Line 33: / Line 33: @@
 With Genesys Predictive Engagement, you can predict and prioritize high-value leads for your sales team to engage and proactively offer chat to better utilize your staff and reduce your costs. Genesys Predictive Engagement uses machine learning to track the progress of website visitors towards defined outcomes–purchase completion, requesting a quote–and enables the business to define rules to trigger intervention only at the points when it is needed most.
 |UCSummary=Genesys Predictive Engagement monitors individual customer journeys on your company website and applies machine learning, dynamic segmentation, and real-time outcome scoring to identify the right moments for proactive engagement with the right customer via chat or content offer. When the visitor interacts, the sales rep has the customer journey information at their fingertips.
-|Description=* Reporting, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
+|Description=*Reporting, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
-* Customer Service applications of this use case are covered by a use case, CE37.
+*Customer Service applications of this use case are covered by a use case, CE37.
-* This use case replaces SL03, SL04 and SL08 which were based on Web Engagement.
+*This use case replaces SL03, SL04 and SL08 which were based on Web Engagement.
-* AltoCloud is available to On Premises Perpetual customers through subscription.
+*AltoCloud is available to On Premises Perpetual customers through subscription.
-|PainPoints=* Inability to see, understand and engage in real time with customers and prospects across channels
+|PainPoints=*Inability to see, understand and engage in real time with customers and prospects across channels.
-* Low conversion rate on website
+*Low conversion rate on website.
-* Inside sales poorly utilized
+*Poorly utilized inside sales staff.
-* Hard to create and convert qualified online sales opportunities
+*Difficulty in creating and converting qualified online sales opportunities.
-* Website user journeys not optimized for efficient engagement through self and assisted service
+*Low optimization of website user journeys of efficient engagement through self- and assisted- service.
-|DesiredState=* Use journey analytics to detect where customers or prospects struggle on a website and use this information to improve their purchasing journeys
+|DesiredState=*Use journey analytics to detect where customers or prospects struggle on a website. Use this information to engage a sales rep at the critical point in the sales process to increase likelihood of closing the sale, while improving customer experience.
-* Identify the visitor's segmentation, monitor their web behavior, and predict their outcome score related to the online purchasing process
+*Identify the visitor's segmentation, monitor their web behavior, and predict their outcome score related to the online purchasing process.  By using machine learning to profile behavior, predict outcomes, and allow organizations to define rules on when intervention is necessary.
-* Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
+*Proactively engage with prospects via chat or content offer if this score drops below a defined threshold while on the website.
-* Proactively engage with prospects via chat or content offer if this score drops below a defined thresholdwhile on the website
+*Identify hot leads on the website via customer browsing behavior and predict customer likelihood to perform a specific action.
-* Engage a sales rep at the critical point in the sales process to increase likelihood of closing the sale, while improving customer experienceIdentify hot leads on the website via their browsing behavior and predict their likelihood to perform a specific action
+*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=Existing PEC customers must upgrade to:
+|PremiseAssumptionsAdditional_Sales=* SFDC Third-Party Integration and Content Offer capabilities with Genesys Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
-* WWE v9
-* Shared Designer v9
+* Historical reporting is planned in 2019, for further details please contact your respective Product Manager.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Main Flow'''
@@ Line 115: / Line 112: @@
 |RealTimeReporting=Interaction-related reporting is based on standard Pulse templates. Capabilities are similar to Chat Routing (CE18).
 |HistoricalReporting=Interaction-related reporting is based on Genesys Interactive Insights (GI2). Capabilities are similar to Chat Routing (CE18).
 |GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Predictive Engagement and Widgets code snippets on their website / web pages.
@@ Line 124: / Line 120: @@
 |Premise_Assumption=Genesys desktop gadgets are integrated into Workspace Desktop Edition.
 }}
 }}

@@ Line 115: / Line 115: @@
 |RealTimeReporting=Interaction-related reporting is based on standard Pulse templates. Capabilities are similar to Chat Routing (CE18).
 |HistoricalReporting=Interaction-related reporting is based on Genesys Interactive Insights (GI2). Capabilities are similar to Chat Routing (CE18).
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.1.4
 |GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Predictive Engagement and Widgets code snippets on their website / web pages.

@@ Line 11: / Line 11: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved Customer Experience
-|UCBenefit=Give sales reps visibility into the real-time customer journey and personas, allowing the right agent to prioritize their time with the right customer at the right time and no longer disrupt the website visitor experience with unnecessary offers of chat or interaction
+|UCBenefit=Give sales reps visibility into the real-time customer journey and , allowing the right agent to prioritize their time with the right customer at the right time and no longer disrupt the website visitor experience with unnecessary offers of chat or interaction
 }}{{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
@@ Line 25: / Line 25: @@
-With Genesys Altocloud, you can predict and prioritize high-value leads for your sales team to engage and proactively offer the right type of engagement - chat, or content offer – depending on what is right for this customer or prospect and right for you to better utilize your staff and reduce your costs. Genesys Predictive Engagement uses machine learning to track the progress of website visitors towards defined outcomes–purchase completion, requesting a quote–and enables the business to define rules to trigger intervention only at the points when it is needed most.
+With Genesys Predictive Engagement, you can predict and prioritize high-value leads for your sales team to engage and proactively offer the right type of engagement - chat, or content offer – depending on what is right for this customer or prospect and right for you to better utilize your staff and reduce your costs. Genesys Predictive Engagement uses machine learning to track the progress of website visitors towards defined outcomes–purchase completion, requesting a quote–and enables the business to define rules to trigger intervention only at the points when it is needed most.
 |UCSummary=Genesys Predictive Engagement monitors individual customer journeys on your company website and applies machine learning, dynamic segmentation, and real-time outcome scoring to identify the right moments for proactive engagement with the right customer via chat or content offer. When the visitor interacts, the sales rep has the customer journey information at their fingertips.
-|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, callback, or content offer. 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.
+|Description=Predictive Engagement monitors individual customer journeys on a company website and applies real-time machine learning, audience segmentation, and outcome scoring to identify the right moments for proactive engagement via chat or content offer. Once engaged, Sales Reps are empowered by journey dashboards, to quickly react and close the contract.
-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, , SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.
 Customer Service applications of this use case are covered by a use case, CE37.
 This use case replaces SL03, SL04 and SL08 which were based on Web Engagement.
@@ Line 46: / Line 46: @@
 |BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce
 |MaturityLevel=Differentiated
-|PremiseAssumptions=Genesys Altocloud desktop gadgets are integrated into Workspace Desktop Edition.
+|CloudAssumptionsAdditional_Sales=Existing PEC customers must upgrade to:
-|PremiseAssumptionsAdditional_Sales=Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud are planned in 2019, for further details please contact your respective Product Manager.
+* WWE v9
+* Shared Designer v9
-Historical reporting is planned in 2019, for further details please contact your respective Product Manager.
+* Advanced Chat (Nexus)
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Main Flow'''
@@ Line 55: / Line 55: @@
 The following diagram shows the main flow of the use case, from the point of view of the system.
-|BusinessImage=https://www.lucidchart.com/documents/edit/c0bff7b4-973d-451c-b61d-56682c06a23c/0
+|BusinessImage=https://www.lucidchart.com/documents/edit/30d6a7e9-7889-4fd6-b285-8c1e03da991e/0
 |BusinessFlowDescription=# A visitor starts browsing the company website.
 # Genesys determines whether visitor is new or returning to website, and associates data from previous journeys.
@@ Line 70: / Line 70: @@
 This diagram details the routing that takes place before and during the chat.
-|BusinessImage=https://www.lucidchart.com/documents/edit/3cb8e177-94fc-4921-9724-949462dc7f80/0
+|BusinessImage=https://www.lucidchart.com/documents/edit/5ce7aa36-8809-4ee6-bf51-e69e0df1ab4b/0
 |BusinessFlowDescription=# Genesys routes the interaction to a sales rep based on the skills, media, and language set in Genesys Predictive Engagement (target expression and virtual queue).
 # Sales rep and prospect are in conversation. The sales rep has access to full visitor context such as segment, journey information, and outcome score.
@@ Line 109: / Line 109: @@
 * Engagement over chat session booking
 * Content offers
-|DistributionLogic====<span class="mw-headline" id="Distribution_Logic">Distribution Logic</span>===
+|DistributionLogic=======
-<span>The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Altocloud rules.</span>
+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
-|AgentDeskRequirements=* Integration of Genesys Altocloud desktop gadgets into Workspace Desktop Edition
+|AgentDeskRequirements=* Integration of Genesys desktop gadgets into Workspace Desktop Edition
 * Single Sign-On (the sales rep logs into Workspace only once)
-|RealTimeReporting=Genesys Altocloud Analytical Dashboards report:
+|RealTimeReporting=Interaction-related reporting is based on standard Pulse templates. Capabilities are similar to Chat Routing (CE18).
-* Action Map Performance
+|HistoricalReporting=Interaction-related reporting is based on Genesys Interactive Insights (GI2). Capabilities are similar to Chat Routing (CE18).
-** Qualified
+|GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Predictive Engagement and Widgets code snippets on their website / web pages.
-Interaction-related reporting is based on Genesys Interactive Insights (GI2). Capabilities are similar to<span>Chat Routing (CE18).</span>
+General logic for routing of interactions uses part of these cases. If CE18 is already deployed and customized, SL09 design and configuration must take it into account.
-|GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Altocloud and Widgets code snippets on their website / web pages.
+|RequiresAll=CE18
+|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|Premise_Assumption=Genesys desktop gadgets are integrated into Workspace Desktop Edition.
-General logic for routing of interactions uses part of these cases. If CE18 and/or CE22 are already deployed and customized, SL09 design and configuration must take it into account.
+}}
 |SMART_HybridAssumptions={{SMART HybridAssumptions
 |Hybrid_Assumption=v 1.1.3
 }}
 }}

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