Difference between revisions of "UseCases/Current/GenesysCloud/SL09"
From Genesys Documentation
m (Text replacement - "PureCloud" to "Genesys Cloud") |
m (Text replacement - "Altocloud([. ])" to "Predictive Engagement$1") |
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|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. 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 machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via chat. 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. | ||
| − | Reporting, Callback, SFDC Third-Party Integration and Content Offer capabilities with | + | Reporting, Callback, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager. |
|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. | ||
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|SellableItems= | |SellableItems= | ||
|CloudAssumptions= | |CloudAssumptions= | ||
| − | |CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with | + | |CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager.</span> |
<span>Historical reporting is planned in 2019, for further details please contact your respective Product Manager.</span> | <span>Historical reporting is planned in 2019, for further details please contact your respective Product Manager.</span> | ||
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|CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with Genesys Cloud Widget. | |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with Genesys Cloud Widget. | ||
|AgentDeskRequirements=N/A | |AgentDeskRequirements=N/A | ||
| − | |RealTimeReporting=Genesys | + | |RealTimeReporting=Genesys Predictive Engagement Analytical Dashboards report: |
* Live Now: Live activity on the website. | * Live Now: Live activity on the website. | ||
* Visitor Activity report: See visitor historical activity. Filter by segments and outcomes. | * Visitor Activity report: See visitor historical activity. Filter by segments and outcomes. | ||
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** Agent Wrap Up | ** Agent Wrap Up | ||
* Data Export from real-time views supported for Journey data. | * Data Export from real-time views supported for Journey data. | ||
| − | |HistoricalReporting=Genesys | + | |HistoricalReporting=Genesys Predictive Engagement Analytical Dashboards report: |
* Live Now. Live activity on the website. | * Live Now. Live activity on the website. | ||
* Visitor Activity report. See visitor historical activity. Filter by segments and outcomes. | * Visitor Activity report. See visitor historical activity. Filter by segments and outcomes. | ||
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| − | The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with | + | The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with Predictive Engagement. However chat routing logic used with Genesys Widgets is identical to CE18 use case. |
|CustomerAssumptions= | |CustomerAssumptions= | ||
|SMART_PremiseAssumptions= | |SMART_PremiseAssumptions= | ||
Revision as of 15:02, November 17, 2020
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Important
This use case is replaced by #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/SL09).
that comprehensively covers both Sales and Customer Service scenarios. This use case will be decommissioned at the end of June 2020.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.