CE37 - Titles and Canonical Info

Important

This information is shared by CE37 use cases across all offerings.

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
Predictive Engagement for Customer Service		Customer Engagement	Digital	No draft	GenesysCloud GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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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 Productivity	Representatives are empowered with real time customer journey data which allows them to personalize and prioritize engagements with prospective and existing customers.
Increased Revenue	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.
Reduced Handle Time	When the engagement requires escalation from self-service to assisted service, the agent is provided context of the journey.

High Level Flow

High Level Flow Steps

1. A customer is browsing a website
2. Their online journey is tracked to monitor if they need assistance
3. The system predicts the right moment to engage with the customer
4. The customer is offered chat via a chatbot or a help content screen pop
5. If required, the customer can be transferred to an agent chat screen
6. The customer is connected to an agent

Canonical Sales Content

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