Difference between revisions of "UseCases/Current/GenesysCloud/SL09"
From Genesys Documentation
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|Offering=PureEngage | |Offering=PureEngage | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
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|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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|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. | |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 | }}{{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=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. | |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= | ||
|UCOverview=One of the biggest challenges for the modern business is learning to utilize all of the data available to them in a way that is both meaningful and actionable. The data generated by a website is often left unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of page views this month–and we lose the ability to identify the potential customers who need engagement most. As a result, prospects who may be on the verge of signing up for a trial, completing a checkout, or any other desirable outcome, fall through the cracks. | |UCOverview=One of the biggest challenges for the modern business is learning to utilize all of the data available to them in a way that is both meaningful and actionable. The data generated by a website is often left unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of page views this month–and we lose the ability to identify the potential customers who need engagement most. As a result, prospects who may be on the verge of signing up for a trial, completing a checkout, or any other desirable outcome, fall through the cracks. | ||
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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=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud are planned in 2019, for further details please contact your respective Product Manager.</span> | |CloudAssumptionsAdditional_Sales=<span>Callback, SFDC Third-Party Integration and Content Offer capabilities with Altocloud 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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| + | |PremiseAssumptionsAdditional_Sales= | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|BusinessFlow='''Main Flow''' | |BusinessFlow='''Main Flow''' | ||
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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 | ||
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|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=* Used with Genesys Widgets only. Not supported with PureCloud Widget. | |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with PureCloud Widget. | ||
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* Visitor Activity report. See visitor historical activity. Filter by segments and outcomes. | * Visitor Activity report. See visitor historical activity. Filter by segments and outcomes. | ||
* Action Map Report. View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout action. | * Action Map Report. View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout action. | ||
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|GeneralAssumptions=Customer must use Genesys Widgets. Customer must deploy both Predictive Engagement and Widgets code snippets on their website or web pages. | |GeneralAssumptions=Customer must use Genesys Widgets. Customer must deploy both Predictive Engagement and Widgets code snippets on their website or web pages. | ||
The Genesys Chat Routing CE18 use case is not used here as it is based on PureCloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case. | The Genesys Chat Routing CE18 use case is not used here as it is based on PureCloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case. | ||
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| + | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 12:10, April 20, 2020
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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.