Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL09"
From Genesys Documentation
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}}{{SMART Benefits | }}{{SMART Benefits | ||
|UCBenefitID=Improved Customer Experience | |UCBenefitID=Improved Customer Experience | ||
| − | |UCBenefit=Give sales reps visibility into the real-time customer journey and | + | |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 | }}{{SMART Benefits | ||
|UCBenefitID=Reduced Administration Costs | |UCBenefitID=Reduced Administration Costs | ||
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| − | With Genesys | + | 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. | |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, | + | |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, | + | 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. | ||
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|BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce | |BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce | ||
|MaturityLevel=Differentiated | |MaturityLevel=Differentiated | ||
| − | | | + | |CloudAssumptionsAdditional_Sales=Existing PEC customers must upgrade to: |
| − | + | * WWE v9 | |
| − | + | * Shared Designer v9 | |
| − | + | * Advanced Chat (Nexus) | |
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|BusinessFlow='''Main Flow''' | |BusinessFlow='''Main Flow''' | ||
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The following diagram shows the main flow of the use case, from the point of view of the system. | 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/ | + | |BusinessImage=https://www.lucidchart.com/documents/edit/30d6a7e9-7889-4fd6-b285-8c1e03da991e/0 |
|BusinessFlowDescription=# A visitor starts browsing the company website. | |BusinessFlowDescription=# A visitor starts browsing the company website. | ||
# Genesys determines whether visitor is new or returning to website, and associates data from previous journeys. | # Genesys determines whether visitor is new or returning to website, and associates data from previous journeys. | ||
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This diagram details the routing that takes place before and during the chat. | This diagram details the routing that takes place before and during the chat. | ||
| − | |BusinessImage=https://www.lucidchart.com/documents/edit/ | + | |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). | |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. | # Sales rep and prospect are in conversation. The sales rep has access to full visitor context such as segment, journey information, and outcome score. | ||
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* Engagement over chat session booking | * Engagement over chat session booking | ||
* Content offers | * Content offers | ||
| − | |DistributionLogic==== | + | |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 | |CustomerInterfaceRequirements=* Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity | ||
| − | |AgentDeskRequirements=* Integration of Genesys | + | |AgentDeskRequirements=* Integration of Genesys desktop gadgets into Workspace Desktop Edition |
* Single Sign-On (the sales rep logs into Workspace only once) | * Single Sign-On (the sales rep logs into Workspace only once) | ||
| − | |RealTimeReporting=Genesys | + | |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. | |
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| − | + | 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. | |
| − | General logic for routing of interactions uses part of these cases. If CE18 | + | }} |
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|SMART_HybridAssumptions={{SMART HybridAssumptions | |SMART_HybridAssumptions={{SMART HybridAssumptions | ||
|Hybrid_Assumption=v 1.1.3 | |Hybrid_Assumption=v 1.1.3 | ||
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}} | }} | ||
}} | }} | ||
Revision as of 12:24, April 24, 2019
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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). This use case replaces SL03, SL04 and SL08 which were based on Web Engagement.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.