Difference between revisions of "CE13/Canonical"

Revision as of 13:29, June 17, 2020

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Predictive Engagement	Use machine learning powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot.	Customer Engagement	Digital	No draft	GenesysEngage-onpremises

Canonical Information

Platform Challenge and Solution

Platform Challenge: It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent.

Platform Solution: Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Employee Utilization	An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
Increased Revenue	Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
Reduced Volume of Interactions	Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents

High Level Flow

High Level Flow Steps

Campaign strategy defined for new automated outbound campaign...
Including channels, pacing, escalation, time between contacts, and max contact attempts
Contact list provided by organization...
Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied.
Company sends first communication to customer.
Calls-to-action dependent on the channel used
If no response, customer record included in next pass through contact list – Repeat multiple times

Data Sheet Image

Canonical Sales Content

Personas

Chief Digital Officer
Head of Contact Center(s)
Head of Customer Experience
Head of Customer Service

Qualifying Questions

What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
How do you know when to engage with online customers to provide support and assistance?
Which channels of engagement can you use today to proactively to engage customers on your website?

Pain Points (Business Context)

Low self-service rate on website leading to high number of contacts into contact center
Inability to see, understand and engage with customers during service journeys across channels in real time
Website user journeys not optimized for efficient engagement through self-service

Desired State - How to Fix It

Use journey analytics to detect where customers struggle on a website and use this information to improve their service journeys
Identify the user’s persona, monitor their web behavior, and predict their outcome score related to the customer service process
Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
Proactively engage with customers via a chatbot if this score drops below a defined threshold while on the website
Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel

@@ Line 1: / Line 1: @@
 {{SMART Meta
-|ID=CE13 (MK01 Consolidation)
 |SolutionCategory=CE
-|Solution=Outbound
+|Solution=Digital
-|Title=Genesys Omnichannel Notifications
+|Title=Genesys Predictive Engagement
-|Subtitle=Use multiple channels to notify customers
+|Subtitle=Use machine learning powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot.
 }}
 {{SMART Canonical
 |ID=
-|PlatformChallenge=Providing proactive service updates or reaching a prospect at the right time with a personalized message using a customer’s preferred channel such as SMS, email, or voice can be a difficult business objective to achieve. Relying on manually sent notifications is inefficient and error-prone, and doesn't provide the tools necessary to stay within industry regulations and compliance standards.
+|PlatformChallenge=It’s challenging to identify the right individual, the best moments, and the optimal ways to offer assistance online. Companies want to shape their customers’ journeys and drive them towards desirable outcomes, but it’s hard to utilize all of the available data in a way that is meaningful and actionable. In addition, consumers expect fast answers, but it's expensive to always engage an agent.
-|PlatformSolution=Genesys Omnichannel Notification empowers customers to personalize the information they receive — and define when, where, and how they receive it.  As a result, customer satisfaction and loyalty increase because the customer stays informed, while operational costs go down as low-value inbound interactions decrease. Companies are able to develop multi-wave campaigns that use calls, voice messages, emails, and text messages.
+|PlatformSolution=Proactively lead customers to successful journeys on your website. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a web chat or help content screen-pop.
-|PainPoints=*Managing outbound tools/channels within organizational silos and not as an integrated multi-channel strategy
+|PainPoints=*Low self-service rate on website leading to high number of contacts into contact center
-*Difficulty meeting compliance requirements such as limiting outreach to allowable contact windows or excluding mobile numbers without opt in
+*Inability to see, understand and engage with customers during service journeys across channels in real time
-*Unable to efficiently pace outbound volume resulting in idle-time or call abandonment inefficiencies
+*Website user journeys not optimized for efficient engagement through self-service
-*Can’t engage customers over their preferred channels.
+|DesiredState=*Use journey analytics to detect where customers struggle on a website and use this information to improve their service journeys
-|DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions.  Coordinate outreach using multiple channels to improve contact rates and sales conversions.
+*Identify the user’s persona, monitor their web behavior, and predict their outcome score related to the customer service process
-*Customers can escalate from self-service to an agent.  Self-service campaign management enables business users to create rules and maintain compliance.
+*Use machine learning to profile behavior, predict outcomes and allow organizations to define rules on when to intervene
-*Contact opted in consumers in accordance to their channel preferences (if company provides preferences as part of their contact lists).  Enable customer to request follow-up callback, text, or email.
+*Proactively engage with customers via a chatbot if this score drops below a defined threshold while on the website
+*Deflect from live agent contact by proactively displaying additional information or offering the most cost-effective channel
-<br />
+|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/e1dbefe6-cdd0-4ea9-9f29-7ef2106bfada/0
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/54a3ae96-07ab-48ad-8a90-9c202c95a253/0
+|BuyerPersonas=Chief Digital Officer, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-|BuyerPersonas=Chief Digital Officer, Head of Collections, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
+|QualifyingQuestions=# What insights do you have about the behaviors that determine whether someone on your website is lost or unable to complete a service task?
-|QualifyingQuestions=#How effective are the channels you are using?
+# How do you know when to engage with online customers to provide support and assistance?
-#What is your monthly volume of interactions?
+# Which channels of engagement can you use today to proactively to engage customers on your website?
-#What is the size of your sales rep organization and their utilization rate?
+|DataSheetImage=SL09 - genesys predictive engagement for sales - header (2).png
-#How many consumers are in your contact list? How frequently do you contact them?
-|DataSheetImage=CE13 - genesys omnichannel notification - header (12) - Copy.png
 }}
 {{SMART DataSheetFlow
-|Flow=Campaign strategy defined for new automated outbound campaign...
+|Flow=A customer is browsing a website
 }}
 {{SMART DataSheetFlow
-|Flow=Including channels, pacing, escalation, time between contacts, and max contact attempts
+|Flow=Their online journey is tracked to monitor if they need assistance
 }}
 {{SMART DataSheetFlow
-|Flow=Contact list provided by organization...
+|Flow=The system predicts the right moment to engage with the customer
 }}
 {{SMART DataSheetFlow
-|Flow=Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied.
+|Flow=The customer is offered chat via a chatbot or a help content screen pop
 }}
 {{SMART DataSheetFlow
-|Flow=Company sends first communication to customer.
+|Flow=If required, the customer can be transferred to an agent chat screen
 }}
 {{SMART DataSheetFlow
-|Flow=Calls-to-action dependent on the channel used
+|Flow=The customer is connected to an agent
-}}
-{{SMART DataSheetFlow
-|Flow=If no response, customer record included in next pass through contact list – Repeat multiple times
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Close Rate
+|CanonicalBenefitID=Improved Employee Productivity
-|CanonicalBenefit=Close rates, cross-sells and up-sell rates will improve by generating outbound contact through voice, SMS or email and empowering agents with single searchable desktop application that shows customer context across all channels
+|CanonicalBenefit=Representatives are empowered with real time customer journey data from your website which allows them to personalize and prioritize engagements with prospective and existing customers which improves productivity
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Increased Revenue
-|CanonicalBenefit=An omnichannel outbound engine improves the number of productive contacts per agent (occupancy) and reduces cost expenditure from under-utilized outbound resources.
+|CanonicalBenefit=Accelerate sales and conversion rates by engaging online shoppers in real time at the right time as they browse your website. Grow customer lifetime value through more proactive and personalized service.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Volume of Interactions
-|CanonicalBenefit=Contacting customers proactively via SMS, Email or voice message will reduce the volume of inbound interactions handled by agents
+|CanonicalBenefit=Improve self-service rates by providing customers with the right information at the right time or proactively offering a chatbot to automate the conversation and prevent contact with an agent.
 }}