Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL09"
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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. | 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. | |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 Genesys Predictive Engagement (Altocloud) are planned in 2019, for further details please contact your respective Product Manager. | + | |Description=*Reporting, SFDC Third-Party Integration and Content Offer capabilities with Genesys Predictive Engagement (Altocloud) 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.<br /> | + | *Customer Service applications of this use case are covered by a use case, CE37.<br /> |
| − | |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. |
| − | * | + | * Poorly utilized inside sales staff. |
| − | * | + | * Difficulty in creating and converting qualified online sales opportunities. |
| − | * | + | * 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 | + | |DesiredState=* Use journey analytics to detect where customers or prospects struggle on a website. Use this information to improve their purchasing journeys. |
| − | * 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. |
| − | * Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when | + | * Use machine learning to profile behavior, predict outcomes, and allow organizations to define rules on when intervention is necessary. |
| − | * 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 experience | + | * 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 | + | * Identify hot leads on the website via customer browsing behavior and predict customer 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. |
|BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce | |BuyerPersonas=Chief Digital Officer, Head of Sales, Head of Ecommerce | ||
|MaturityLevel=Differentiated | |MaturityLevel=Differentiated | ||
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# Visitor Activity on the website: Provides the count of visits filtered by time range, segments matched, and outcomes achieved. | # Visitor Activity on the website: Provides the count of visits filtered by time range, segments matched, and outcomes achieved. | ||
# 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. | ||
| − | |||
|GeneralAssumptions=Genesys Widgets must be used. Customer must deploy both Predictive Engagement and Widgets code snippets on their website / web pages. | |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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|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| + | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 16:48, March 10, 2020
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.