Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL09"
From Genesys Documentation
| Line 4: | Line 4: | ||
|Offering=PureEngageCloud | |Offering=PureEngageCloud | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID=Improved | + | |UCBenefitID=Improved Employee 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. | |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 | ||
| Line 10: | Line 10: | ||
|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 | ||
| Line 49: | Line 49: | ||
* 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=Existing PEC customers must upgrade to: | |CloudAssumptionsAdditional_Sales=Existing PEC customers must upgrade to: | ||
| Line 55: | Line 58: | ||
*Shared Designer v9 | *Shared Designer v9 | ||
*Advanced Chat (Nexus) | *Advanced Chat (Nexus) | ||
| + | |PremiseAssumptions=Genesys Predictive Engagement desktop gadgets are integrated into Workspace Desktop Edition. | ||
| + | |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 | ||
| + | |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 | ||
| Line 124: | Line 130: | ||
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=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| − | | | + | |PremiseAssumptionsAdditional= |
| + | |SMART_CloudAssumptions= | ||
| + | |CloudAssumptionsAdditional= | ||
| + | |SMART_HybridAssumptions= | ||
| + | |Requires= | ||
| + | |Conditions= | ||
|DocVersion=v 1.0.1 | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 12:08, April 17, 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).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.