Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL09"
From Genesys Documentation
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|Offering=PureEngageCloud | |Offering=PureEngageCloud | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID= | + | |UCBenefitID=Improved Sales Rep / Agent Productivity |
| − | |UCBenefit= | + | |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 | }}{{SMART Benefits | ||
| − | |UCBenefitID= | + | |UCBenefitID=Increased Sales Conversions |
| − | |UCBenefit= | + | |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 | }}{{SMART Benefits | ||
|UCBenefitID=Improved Customer Experience | |UCBenefitID=Improved Customer Experience | ||
| − | |UCBenefit= | + | |UCBenefit=Improve CX and NPS scores and reduce Customer Effort by providing customers with a more timely and meaningful engagement online. |
}}{{SMART Benefits | }}{{SMART Benefits | ||
| − | |UCBenefitID=Reduced | + | |UCBenefitID=Increased Quality of Lead Conversion |
| − | |UCBenefit=Reduce customer acquisition cost (CAC) | + | |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=Reduced Sales and Marketing Costs | ||
| + | |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 cross-sell and up-sell (Increase Customer Lifetime Value) | ||
| + | |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 the subject of an Early Adopter Program (EAP). Please contact Lindsay Frazier, Product Management for more information. | |UCIntro=This use case is the subject of an Early Adopter Program (EAP). Please contact Lindsay Frazier, Product Management for more information. | ||
| Line 38: | Line 44: | ||
* Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene | * 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 threshold while on the website | ||
| − | * Engage a sales rep at the critical point in the sales process to increase likelihood of closing the sale, while improving customer | + | * Engage a sales rep at the critical point in the sales process to increase likelihood of closing the sale, while improving customer experience |
| + | * Identify hot leads on the website via their browsing behavior and heir likelihood to perform a specific action | ||
* Provide sales rep with context from the customer journey on the website | * Provide sales rep with context from the customer journey on the website | ||
* Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel for the specific customer segment | * Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel for the specific customer segment | ||
| Line 76: | Line 83: | ||
* Attributes, such as browser type, device type, location, marketing campaign they are associated with, UTM parameters, and the referral website. | * Attributes, such as browser type, device type, location, marketing campaign they are associated with, UTM parameters, and the referral website. | ||
* Journey pattern, such as web browsing behavior, searches performed on the website, items clicked, returning users, cart abandoner, and high order value. | * Journey pattern, such as web browsing behavior, searches performed on the website, items clicked, returning users, cart abandoner, and high order value. | ||
| − | Outcomes or goals are specific tasks you want your visitors to perform on your website. As segments, these are configured upfront. Typical outcomes include: | + | Outcomes or goals are specific tasks you want your visitors to perform on your website. As with segments, these are configured upfront. Typical outcomes include: |
* Proceed to checkout with a shopping cart | * Proceed to checkout with a shopping cart | ||
* Submit payment | * Submit payment | ||
* Download a whitepaper | * Download a whitepaper | ||
* Book a demo or appointment | * Book a demo or appointment | ||
| − | + | ||
| + | Genesys uses predictive analytics to evaluate in real time the probability for a specific outcome to be achieved, based on segment and visitor behavior on the website (the outcome score). | ||
====BL3 – Action Map Configuration==== | ====BL3 – Action Map Configuration==== | ||
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* Collection of visitor's contact details | * Collection of visitor's contact details | ||
* Engagement over chat session booking | * Engagement over chat session booking | ||
| − | |DistributionLogic= | + | |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules. |
| − | 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 | |CustomerInterfaceRequirements=* Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity | ||
|AgentDeskRequirements=N/A | |AgentDeskRequirements=N/A | ||
| Line 113: | Line 120: | ||
# Action Map Performance: Provides the count of actions that were offered, accepted, and rejected filtered by time range. | # Action Map Performance: Provides the count of actions that were offered, accepted, and rejected filtered by time range. | ||
|SMART_HybridAssumptions={{SMART HybridAssumptions | |SMART_HybridAssumptions={{SMART HybridAssumptions | ||
| − | |Hybrid_Assumption=v 1.0. | + | |Hybrid_Assumption=v 1.0.1 |
}} | }} | ||
| − | |GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both | + | |GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Predictive Engagement and Widgets code snippets on their website / web pages. |
Revision as of 13:19, August 14, 2019
No results
Important
This use case is the subject of an Early Adopter Program (EAP). Please contact Lindsay Frazier, Product Management for more information.
Customer Service applications of this use case is addressed by Genesys Predictive Chatbots (CE37).No results
Contents
Use Case Overview
Story and Business Context
Info needed.
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
*You can sort all use cases according to their stated benefits here: Sort by benefits
Summary
Info needed.
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
Info needed.
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
Needs info.