Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL09"
From Genesys Documentation
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|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. | |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 Net Promoter Score |
|UCBenefit=Improve CX and NPS scores and reduce Customer Effort by providing customers with a more timely and meaningful engagement online. | |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 | ||
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|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. | |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 | }}{{SMART Benefits | ||
| − | |UCBenefitID= | + | |UCBenefitID= |
|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. | |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 | ||
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*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 | ||
| + | |QualifyingQuestions= | ||
|MaturityLevel=Differentiated | |MaturityLevel=Differentiated | ||
| + | |SellableItems= | ||
| + | |CloudAssumptions= | ||
| + | |CloudAssumptionsAdditional_Sales= | ||
| + | |PremiseAssumptions= | ||
|PremiseAssumptionsAdditional_Sales=* SFDC Third-Party Integration and Content Offer capabilities with Genesys Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager. | |PremiseAssumptionsAdditional_Sales=* SFDC Third-Party Integration and Content Offer capabilities with Genesys Predictive Engagement are planned in 2019, for further details please contact your respective Product Manager. | ||
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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 | ||
| + | |DistributionImageFlow= | ||
|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 | ||
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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. | 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. | ||
| + | |CustomerAssumptions= | ||
|RequiresAll=CE18 | |RequiresAll=CE18 | ||
| + | |RequiresOr= | ||
| + | |Optional= | ||
| + | |Exceptions= | ||
|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. | ||
}} | }} | ||
| + | |PremiseAssumptionsAdditional= | ||
| + | |SMART_CloudAssumptions= | ||
| + | |CloudAssumptionsAdditional= | ||
| + | |SMART_HybridAssumptions= | ||
| + | |Requires= | ||
| + | |Conditions= | ||
|DocVersion=v 1.1.4 | |DocVersion=v 1.1.4 | ||
}} | }} | ||
Revision as of 15:57, April 16, 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). 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.