Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL09"
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|Offering=PureEngage | |Offering=PureEngage | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID= | + | |UCBenefitID=Reduced Sales and Marketing Costs |
| − | |UCBenefit= | + | |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 | }}{{SMART Benefits | ||
| − | |UCBenefitID=Improved | + | |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= | + | |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 | ||
| + | |UCBenefitID=Increased Quality of Lead Conversion | ||
| + | |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 | ||
| + | |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=Improved cross-sell and up-sell (Increase Customer Lifetime Value) |
| − | |UCBenefit= | + | |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. | ||
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The high volume of website traffic makes it challenging to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but growing your inside sales staff is costly. Marketing dollars are spent on a wide range of demand generation activities but it is difficult to connect the dots from lead to contact to opportunity to closed. | The high volume of website traffic makes it challenging to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but growing your inside sales staff is costly. Marketing dollars are spent on a wide range of demand generation activities but it is difficult to connect the dots from lead to contact to opportunity to closed. | ||
| + | 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. | |
| − | With Genesys Predictive Engagement, you can predict and prioritize high-value leads for your sales team to engage and proactively offer | ||
|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= | + | |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. | |
| − | Reporting | + | * This use case replaces SL03, SL04 and SL08 which were based on Web Engagement. |
| − | Customer Service applications of this use case are covered by a use case, CE37. | + | * AltoCloud is available to On Premises Perpetual customers through subscription. |
| − | This use case replaces SL03, SL04 and SL08 which were based on Web Engagement. | ||
|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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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/b31f9b5f-7084-4fc4-8129-0bc938776ddf/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. | ||
# Genesys continues to monitor website behavior and update segment attribution and outcome score as appropriate.<br /> | # Genesys continues to monitor website behavior and update segment attribution and outcome score as appropriate.<br /> | ||
| − | # The combination of segment and variations in outcome score can eventually trigger | + | # The combination of segment and variations in outcome score can eventually trigger a chat to the visitor<br /> |
| − | + | # An algorithm determines the predicted availability of sales reps to handle the interactions. | |
| − | |||
| − | # | ||
# If sales reps are predicted to be available to handle chat, a proactive invitation to chat is presented to the visitor | # If sales reps are predicted to be available to handle chat, a proactive invitation to chat is presented to the visitor | ||
| − | # If the visitor accepts the invite, a popup registration window enables the visitor to enter their data. | + | # If the visitor accepts the invite, a popup registration window enables the visitor to enter their data.<br /> |
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
|BusinessFlow='''Routing''' | |BusinessFlow='''Routing''' | ||
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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/38673dbe-49ce-47b8-aba2-4a876d0d4fd7/0 |
|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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* 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). | ||
====<span class="mw-headline" id="BL3_.E2.80.93_Action_Map_Configuration">BL3 – Action Map Configuration</span>==== | ====<span class="mw-headline" id="BL3_.E2.80.93_Action_Map_Configuration">BL3 – Action Map Configuration</span>==== | ||
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* Segment | * Segment | ||
* User activity | * User activity | ||
| − | * Outcome score - Typically, a drop in outcome score for a specific segment can trigger an action.The following actions are part of this use case: | + | * Outcome score - Typically, a drop in outcome score for a specific segment can trigger an action. |
| + | |||
| + | The following actions are part of this use case: | ||
* Invite to Chat | * Invite to Chat | ||
| − | |||
====<span class="mw-headline" id="BL4_.E2.80.93_Pacing_Service">BL4 – Pacing Service</span>==== | ====<span class="mw-headline" id="BL4_.E2.80.93_Pacing_Service">BL4 – Pacing Service</span>==== | ||
Genesys' patented pacing algorithm automatically predicts sales rep availability, based on contact center statistics and tracking of ongoing engagement attempts. If no sales rep is predicted to be available for the requested media type and skill, no invite is sent. | Genesys' patented pacing algorithm automatically predicts sales rep availability, based on contact center statistics and tracking of ongoing engagement attempts. If no sales rep is predicted to be available for the requested media type and skill, no invite is sent. | ||
| − | + | ====BL5 – Customer Invite and Registration==== | |
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Genesys Widgets is used for: | Genesys Widgets is used for: | ||
* Invite messages for chat | * Invite messages for chat | ||
* Collection of visitor's contact details | * Collection of visitor's contact details | ||
* Engagement over chat session booking | * 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. | |
| − | |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 desktop gadgets into Workspace Desktop Edition | |AgentDeskRequirements=* Integration of Genesys desktop gadgets into Workspace Desktop Edition | ||
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|RealTimeReporting=Interaction-related reporting is based on standard Pulse templates. Capabilities are similar to Chat Routing (CE18). | |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). | |HistoricalReporting=Interaction-related reporting is based on Genesys Interactive Insights (GI2). Capabilities are similar to Chat Routing (CE18). | ||
| + | |SMART_HybridAssumptions={{SMART HybridAssumptions | ||
| + | |Hybrid_Assumption=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. | |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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|SMART_PremiseAssumptions={{SMART PremiseAssumptions | |SMART_PremiseAssumptions={{SMART PremiseAssumptions | ||
|Premise_Assumption=Genesys desktop gadgets are integrated into Workspace Desktop Edition. | |Premise_Assumption=Genesys desktop gadgets are integrated into Workspace Desktop Edition. | ||
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}} | }} | ||
}} | }} | ||
Revision as of 13:17, 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). 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.